Virtual queuing is starting to generate significant interest at airports 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 an agent.
Having been successfully applied across many other industries, such as healthcare and throughout the government sector, the numerous advantages it provides are now starting to be realized by airports too. Recently, the implementation of virtual queues has been accelerated by the regulations on physical distancing to fight the COVID-19 outbreak. However, for airports, 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 airport operation.
Passenger qualification and slot allocation
Lane planning and optimization
Stakeholder alignment and collaboration
Greater airport efficiency
Increased passenger satisfaction
Enhanced utilization of infrastructure and staff
Higher compliance with physical distancing
90% of passengers say they have had a positive experience, more than 60% 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 September 2021 issue of Passenger Terminal World magazine 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. Based on the pilot at Seattle-Tacoma International Airport, the magazine asks isn’t it time to go virtual? The full article can be found on pages 24 through 28.
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 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.
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.
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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