CASE STUDY
Improved efficiency and higher passenger satisfaction: How Seattle-Tacoma Int. Airport successfully introduced virtual queuing to its passengers as the first in the US.
Seattle-Tacoma International Airport
51.8 mill. passengers (2019)
123 Destinations
Seattle-Tacoma International Airport is located near Seattle in the state of Washington, US. It has flights to cities throughout North America, Oceania, Europe, the Middle East, and Asia. It is the primary hub for Alaska Airlines, whose headquarters are near the airport. It is also a hub and international gateway for Delta Air Lines, which has expanded at the airport since 2011. As of 2022, 31 airlines operate at SEA, serving more than 120 destinations.
Introduction to the collaboration with Seattle-Tacoma Int. Airport.
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.Â
The Solution: Better Virtual Queuing
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.Â
Outcome achieved:
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.Â
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
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