American queuing 76% better than individual queues

Once the flow of passengers passes a control point (security, passport) which has more than one control position, American Queuing system has clear psychological and physical benefits against individual queues.

• Passengers is neither stressed by long lines even before he lines up nor does it give the impression of chaos.
• They will not ask themselves whether they are in the wrong line, because the waiting time is the same for all passengers.
• The queue will not block because of a "difficult case" which takes longer than usual.
• The waiting time in the queue is not dependent on the performance of a single counter but depends on the number of occupied counters and on the average processing times.
• The movement of the waiting passenger accelerates according to the number of available counters, i.e. the waiting time seems shorter for the waiting passengers (the queue moves constantly forward).
• Individual queues need 76% more waiting area. With large number of passengers, passenger circulation is very limited or even prevented.

Sure there are disadvantage of the American Queuing system: It must be actively managed by 1-2 people in order to ensure optimal throughput at the checkpoint. And, when there are empty queues the posts and tapes interfere with the aesthetics of the waiting area.

Disney uses a command center to shorten lines at rides

Does this problem and approach somehow sound familiar?

According to an article in the New York Times, Disney has spent the last year outfitting the Disney Operational Command Center to address that most low-tech of problems, the wait. Located under Cinderella Castle, the new nerve center uses video cameras, computer programs, digital park maps and other high-tech tools to spot gridlock before it forms and deploy countermeasures.

In recent years, according to Disney research, the average Magic Kingdom visitor has had time for only 9 rides — out of more than 40 — because of lengthy waits and crowded walkways and restaurants. In the last few months, however, the operations center has managed to make enough nips and tucks to lift that average to 10.

So this April, when we (my family) are spending some of our holidays in Disney World I will not only look out for improvements but also ask whether I can visit their nerve center. Actually, I am going to ask right now.

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.