Better passenger experience with virtual customer queuing

- for greater airport efficiency and passenger satisfaction

BETTER PASSENGER EXPERIENCE WITH VIRTUAL CUSTOMER QUEUING

Virtual queuing reduces lines, improves the passenger experience, and helps to increase non-aeronautical revenue.

Virtual queuing is becoming an increasingly popular solution for passenger demand management. As technology continues to evolve, it is likely that queuing virtually will become even more prevalent in the future. If you’re looking for a way to improve the passenger experience at your airport, virtual customer queuing may be the solution for you.

 

Copenhagen Optimization is a world leading provider of software optimization solutions for the airport industry. By implementing our Virtual Queuing solution, we guarantee that the passenger satisfaction will increase, efficiency will improve, and non-aeronautical revenue will be affected positively.

 

On this page, you can read all about our virtual queuing solution and how we can help you.

 

What is virtual queuing?
Virtual queuing is the process of managing passenger demand by using technology to create a virtual line or space for passengers. This can be done in a variety of ways, including through the use of an app, by phone, email, website, through a contact centre or SMS.

 

With our solution, passengers pre-book through a website. A confirmation and QR code are then sent by e-mail but communication via SMS is also a possibility.

 

The benefits of virtual customer queuing?
Virtual queuing can provide a number of benefits for businesses and passengers alike. Virtual customer queuing is a great way to improve the passenger experience and can be used in a variety of different ways to suit the needs of your business.

 

For businesses, virtual queuing can help to improve passenger satisfaction and reduce wait times. This allows passengers to wait in a virtual line rather than a physical one when waiting for check-in, passing through security, or boarding the airplane. It can also help to free up staff resources, and improve service efficiency, as the virtual customer queuing solution allows you to influence passenger behavior. When passengers are nudged to arrive ahead of peaks you will flatten the passenger arrival curve to the benefit of all. Last but not least for larger operations you can use VQ to load balance passengers thereby ensuring most optimal use of your infrastructure.

 

For passengers, a virtual queue can provide a more convenient way to wait in line, as well as the ability to queue from anywhere. Queuing virtually allows passengers to do other things in the airport while waiting in line, such as shopping, dining, and experiencing the rest of the airport opportunities.

 

Would you like to know more about the benefits of our queuing solution, then contact us here at any time.

Key features

Passenger qualification and slot allocation

Lane planning and optimization

Stakeholder alignment and collaboration

Provide a more convenient way to wait in line - from anywhere

Key benefits

Improve passenger satisfaction

Reduce wait times

Improve service efficiency

Enhanced utilization of infrastructure and staff

Optimize the passenger experience with our virtual queuing solution

Our queuing solution is live in multiple airports, among others Seattle-Tacoma Int. Airport (SEA). The SEA virtual queuing solution has proven extremely successful and has more or less been sold out since day one. Passenger surveys show that 63% of passengers spend more time shopping, eating, and drinking as an effect of the virtual customer queuing processing and 96% say they are happy or extremely happy about the experience.

 

In addition, this way of queuing has proven very effective when it comes to peak shaving and thus helps to decrease wait times resulting in a safer travel environment. At SEA, they have managed to skim 25% of peak hour demand during the first few months alone.

 

One thing is a safer travel environment, but the key to utilize the virtual queue solution to the fullest potential is by evaluating the data coming from the solution. This will help the airport secure the best passenger experience. The only requirement for the airport is supplying a flight schedule. From here the Concept of Operations and passenger outreach can be discussed and the virtual customer queuing solution implemented.

 

You can read more about the airports we have worked together with here.

 

Book a free demo of our queuing solution
Investing in a software solution is a big step. It is not only a financial commitment, but also an investment of time and resources. You need to be sure that the software you select will meet your needs both now and in the future.

 

That is why we offer free demos of our virtual customer queuing software. We want you to be able to see how the software works and how it can benefit your business.

 

Book a live and obligation-free demo here.

LAX FAST LANE

 

Los Angeles World Airports (LAWA) chooses Copenhagen Optimization, Whyline, and Pangiam for their Virtual Queuing solution.

 

Passengers flying out of LAX Terminals 7 and 8 may now reserve a time at the Transportation Security Administration (TSA) screening area through the new pilot program called LAX Fast Lane, which is being tested in coordination with United Airlines and TSA. LAX is the second North American airport to introduce Virtual Queuing to their passengers and thereby modernize the airport experience at security screening checkpoints by reducing wait times and crowding.

SEA SPOT SAVER

 

Copenhagen Optimization is piloting its Virtual Queuing solution at Seattle-Tacoma International Airport (SEA).

 

As Virtual Queuing is starting to generate significant interest at airports around the world, SEA is innovating their seamless travel experience by exploring digital reservations for the TSA general security checkpoints in cooperation with Pangiam and powered by Whyline and Copenhagen Optimization.

VIRTUAL QUEUING

 

The September 2021 issue of Passenger Terminal World brings focus to the benefits of Virtual Queuing.

 

96% of passengers say they have had a positive experience, 63% say they use time saved shopping and dining at the airport, and the airport itself has managed to skim off 25% of peak-hour demand. These are the highlights of the article featuring our CEO Kasper Hounsgaard alongside Dave Wilson and Daniel Zenk from the Port of Seattle, talking about Virtual Queuing and the benefits it provides to airports.

How it works – an introduction

E-GUIDE

Virtual Queuing is starting to generate significant interest around the world. It’s easy to see why, as it opens up for enhanced utilization of infrastructure and staff as well as increased passenger satisfaction.

 

We have created a guide with four simple steps, which will guide you on the journey to introduce Virtual Queuing at your airport.

WEBINAR ON DEMAND

Making Virtual Queuing a hit and not a miss. How to handle physical distancing at airports.

 

Copenhagen Optimization and Whyline showcase how two applications – Better Airport® and Whyline® – provide airports with the most innovative solution to virtual queue management.

THOUGHT LEADERSHIP ARTICLE

Virtual Queuing, when applied in combination with a strong planning methodology, can support airports in achieving more efficient operations. In this thought leadership article we investigate what it takes to introduce Virtual Queuing at airports.

 

The article is for you, who are looking to understand the benefits and the implementation requirements of Virtual Queuing as well at generate ideas to improve your passenger flows.

A world leading company within airport optimization

At Copenhagen Optimization we strive every day to develop the very best software solutions for our clients all around the world.

 

We design high quality and sophisticated virtual queuing solutions and other optimization software that will make it easy, simple and efficient to operate an airport. Our solutions are the result of years of experience within our field and Danish intelligent design. We believe airport operations should be simple and efficient.

 

Better Airport brings clarity and confidence to plans, data, and complex decision-making, empowering you and your business to better predict, operate, and optimize.

 

Our well-developed solutions and satisfied clients make us a world leading company within our industry.

 

Contact us to learn more about our virtual queuing solution
Learn more about our queuing solutions and the rest of our Better Airport solutions by contacting us.

 

We will be ready to answer all your questions. Therefore, do not hesitate to contact us to get to know more about how our solutions can optimize your staff resources and airport passenger flow.

 

Call us at +45 30914679 or send your enquiry via the contact formula further down this page.

 

We look forward to hearing from you.

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HORIZON 2020 AWARD

This project has received funding from the European Union’s Horizon 2020 research and innovation program under grant agreement No 880158.
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