CASE STUDY
Seattle-Tacoma International Airport
51.8 mill. passengers (2019)
123 Destinations
In brief
Seattle-Tacoma International Airport is the first airport in the US to introduce Virtual Queuing to its passengers. Virtual Queuing is a new digital solution that allows passengers to book a time-slot for security screening, resulting in a greater airport efficiency and a higher passenger satisfaction.
The Solution:
Virtual Queuing is the newest and most innovative solution to increase the efficiency of airport operations
while providing a more seamless passenger experience. It will enable airports to reduce wait times,
improve the passenger satisfaction, and increase non-aeronautical revenue.
SEA uses their Virtual Queuing solution to nudge passengers to arrive at pre-defined time slots and at pre-
selected check points. By targeting appointments on specific flights, where a changed behavior has the
greatest impact, they have managed to reduce wait times and flattened peaks. Thus, achieving significant
operational efficiencies and a better utilization of infrastructure and staff.
The Outcome:
By letting passengers schedule their arrival at the airport, SEA has not only managed to shave peaks and
load balance their passenger flows. They have also let passengers take control of their journey, from home
to gate, giving them predictability of their journey and removing uncertainties.
The derived benefit is improved revenue, as passengers spend less time queuing, and thus more time in the airport retail area.
Results:
95% of SEA’s passengers say they are happy or extremely happy to use the VQ service.
63% of passengers say they spend more time shopping, eating, and drinking at the airport as a direct result of saving time in security processing.
SEA has managed to shave 25% off their peak-hour demand in security.
Final thoughts
We look forward to hearing from you
We know that investing in and implementing new airport technology can result in a lot of questions. We will happily guide you through the process and answer all your questions.
To see if there is a fit, we offer an obligation free demo of our Better Airport software for you to experience it.
