Friday, June 25, 2010

Get rid of long airport lines

I like the idea of either measuring queues or tracking passengers throughout the airport to monitor and respond to queues in real time, manage service levels and improve management of the terminals. This is to ensure that passengers have more time to spend in restaurants, bars and shops, as well as improve the overall passenger experience.

Let's take an example. You can check the queues and queuing times at security checkpoints or immigration in real time and allocate extra staff if queues are growing and reducing those working if the numbers of passengers waiting are low.

A few thoughts here. What if the staff at security checkpoints or immigration is not yours to control? Having read my blog you will know that I believe in the power of transparency. How can we make sure that passengers do not queue up in the first place? What about the static and dynamic information you provide to the passengers; they will always have an impact on passenger flows.

My point is, managing queues is (again) not about technology only. It is also about a cunning concept, smooth processes, engaged stakeholders and last but not least performance and responsibility again.

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