Airport queue management: What is virtual queuing?

Virtual queuing is a cutting-edge technology for airport queue management that has revolutionized the way people wait in line at airports. Using technology to create a virtual line or waiting space for passengers, virtual queuing allows airports to manage passenger demand, reduce wait times, and improve operational efficiency.

Moving airport queuing online also significantly improves the passenger experience. Instead of wasting time waiting in physical lines, passengers can join an online queue and spend their waiting time as they please.

In this article, we’ll cover how virtual queuing works, and how your airport queue management can benefit from implementing a virtual queuing solution.

How does virtual queuing work?

There are two types of virtual queuing: fully virtual queues and hybrid virtual queues.

• Fully virtual queues: A fully virtual queue does not require queuers to be physically present. For example, if you need to interact with customer support online, you may join an online queue via a chat box. Once it’s your turn, you will receive assistance online, on the phone, or via text message.
• Hybrid queues: A hybrid queue involves the queuers “lining up” via an online queuing system for something that will take place in person. The queuer lines up online and can spend their waiting time as they please. When it’s their turn, the queuer must return to the physical area they are queuing to enter.

An online airport queue is a hybrid queue, as passengers must be physically present at the airport when their turn comes.

With virtual queuing, airport passengers simply book their slot online — either at home when preparing for their journey or upon arrival at the airport. Slots are typically offered in 15-minute intervals. Using artificial intelligence, the system predicts how many slots to offer during each interval to achieve the desired operational benefits.

When the virtual queuing slot is booked, a QR code is sent to the passenger as confirmation. The QR code is then validated at the touchpoint — either using an e-gate or by an agent. Finally, the passenger is let through the dedicated lane or check-point.

The benefits: How virtual queuing enhances airport queue management

Virtual queuing provides a variety of benefits for airport queue management that benefit businesses and passengers alike.

For businesses, the benefits of virtual queuing include:

• Improved passenger flow: Virtual queuing systems enable better management of airport passenger flow. This helps you prevent overcrowding and ensure smoother transitions between processes such as check-in, security checks, and boarding.
• Increased passenger satisfaction: By reducing waiting times and streamlining the airport experience, virtual queuing leads to higher passenger satisfaction.
• Operational efficiency: By providing data that can be used to optimize staffing and reduce bottlenecks, virtual queuing enables airports and airlines to better manage their resources and improve operational efficiency.
• Enhanced social distancing: Virtual queueing can help maintain social distancing by minimizing the need for close physical proximity between passengers in queues. This helps support airport health and safety measures.
• Data analytics and forecasting: The data collected through virtual queuing systems are often invaluable for forecasting demand, planning and allocating resources, and making informed decisions. This helps to enhance operations and services throughout the airport.

Also read our article on how to Leverage Data for Competitive Edge and Operational Excellence.

The passenger benefits of virtual queuing include: 

• Reduced waiting times: Virtual queuing can significantly reduce the amount of time passengers spend standing in physical lines. This makes the airport experience less stressful for passengers, allowing them to focus on the excitement for the journey ahead.
• Time better spent: Not being confined to a physical line allows passengers to spend their airport time on other activities such as shopping, dining, and exploring other airport opportunities.
• Flexibility and accessibility: Virtual queuing systems are typically accessible via a mobile device. Each passenger’s time slot can be integrated into their boarding card, improving accessibility and adding a layer of flexibility and convenience to the airport experience.
• Optimization across operations: Virtual queuing systems can be used to manage queues across airport operations, including check-in, security, immigrations, and boarding, providing a cohesive, optimized airport experience.

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Optimize your airport queue management with Better Virtual Queuing

The airport travel experience begins the moment the passenger steps into the airport. This experience should not be overshadowed by the frustration of waiting in long, unnecessary lines. Instead, it should allow passengers to focus on their excitement for the journey ahead.

Virtual queuing enables airports to optimize their queue management and offer passengers a more pleasant and relaxed airport experience while simultaneously improving their resource management and the efficiency of their airport operations as a whole.

At Copenhagen Optimization, we have developed Better Virtual Queuing to help you achieve exactly this — and much, much more.

Better Virtual Queuing is a virtual queuing solution that can be fully white labeled and presented to your passengers as part of e.g., a digital marketplace or your airport website. The solution allows passengers to book slots for check-in, security, and passport control. The solution enables you to digitally nudge travelers to arrive outside of peak times, significantly reducing the need for physical queuing at your airport.

Better Virtual Queuing is part of Better Airport: a modular system featuring seven core modules, including Better Virtual Queuing, that you can mix and match to create a customized solution suited to the specific needs of your airport. Every module can be connected, making it easy to forecast, understand, and plan passenger and baggage flows throughout the airport. We call this way of working Connected Operations — and we believe it’s the future of airport technology. 

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