Virtual Queuing for airlines

- for greater passenger satisfaction and a safer journey

VIRTUAL QUEUING FOR AIRLINES

Virtual queuing is starting to generate significant interest in the aviation industry around the world. Put simply, it is an automated system that places customers in a virtual lobby before their turn comes to communicate directly with a check-in agent. By reducing – or even removing – standing in line, you enable the perfect start to any journey.

Having been successfully applied across many other industries, such as theme parks, sports arenas, and museums, the numerous advantages it provides for both airlines and passengers are now starting to be realized in the aviation industry too. Recently, the implementation of virtual queues has been accelerated by the regulations on physical distancing to fight the COVID-19 outbreak. However, for airlines, the benefits extend far beyond the provision of safer environments to passengers and employees.


Virtual queuing, if applied correctly, can have a significant, positive impact on the passenger experience, flow, and handling.

Key features

Passenger engagement

Passenger qualification and slot allocation

An innovative solution requested by passengers

Desk planning and optimization

Key benefits

Increased passenger satisfaction

Higher compliance with physical distancing

Enhanced utilization of infrastructure and staff

Greater passenger flow and handling

Alaska Airlines is piloting Copenhagen Optimization’s Virtual Queuing solution at Seattle-Tacoma International Airport (SEA)

SEA is the first airport in North America to investigate a Virtual Queuing system as a solution for crowded, general screening lines. The pilot powered by Copenhagen Optimization´s Better Airport solution will operate daily through August 31, 2021 at Checkpoint 5 and be dedicated to Alaska Airlines’ passengers. The solution is called SEA Spot Saver, and it is a free, reservation-based system. The pilot program will test if SEA Spot Saver successfully reduces wait times and decreases crowding to better maintain physical distancing.

Learn moreLearn more
“These are the innovations and ideas that we love to make our guest experiences more convenient and stress-free, especially as more people get back flying again. With very little effort, guests can lean on technology to get them through the security process quicker.”

– Charu Jain

Senior Vice President of Merchandising & Innovation, Alaska Airlines.

SEA Spot Saver – logo

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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.

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.

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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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