Charlotte Douglas Airport Improves Their Passenger Experience

Is your airport experiencing increased passenger volumes this season? You aren’t alone. As COVID restrictions lessen, borders reopen, and passengers head into the peak summer travel months, IATA’s latest financial performance outlook predicts passenger numbers will reach 83 percent of pre-pandemic levels in 2022. This strong resurgence in air travel is usually a positive for airports, but the immense strain on labor exacerbated by pandemic layoffs is creating a less than ideal passenger experience.

 

Blurred many passengers people of crowd anonymous walking at the airport. scene of airport with passengers activity. Terminal Departure Check-in at airport. Travel International and business concept.

A queue management system can help lessen the burden and empower airports as they maneuver these challenging times. Our partner, Charlotte Douglas International Airport (CLT), ranked the fifth busiest airport worldwide for arrivals and departures (Airports Council International 2021 preliminary rankings) can attest to this. 

 

 

CLT partnered with CrowdVision, a Skyfii company, for a queue management system to improve passenger experience at their TSA checkpoints in October 2020. The analytics system harnesses LiDAR data to measure queue wait times, occupancies, throughputs, checkpoint operations and efficiency and more. This allows CLT to have a complete view of their checkpoint operations so they can deliver an exceptional passenger experience.

The queue management system automatically detects a queue, regardless of shape and size, and identifies the destination of the people in that queue. That means CLT has accurate and trustworthy queue analytics so they can take action to keep operations safe, secure, and efficient. CLT can also display queue wait times via their website, mobile app, and digital signage within the airport. In fact, The Charlotte Observer recently verified the accuracy of the wait times during one of the busiest travel days over the Memorial Day weekend.


By keeping passengers in the know, it helps lower anxiety and allows the passenger to own their journey. Queue analytics not only improve passenger experience but also allow airports to optimize their staff. Airports can understand the ideal number of security lanes to staff to reduce wait times and congestion. At CLT, queue analytics help them determine which checkpoint has a higher capacity for passengers and tends to move more quickly. This helps staff know where to direct passengers to disperse volume for the most efficient journey. 

 

The CrowdVision solution extends beyond queue management to serve as a total airport management solution. Check out our webinar to learn how our analytics solution helps improve the passenger experience and creates safer, more efficient airports. You will also hear from Katie McCoy, CLT Business Intelligence Manager, on how CLT uses analytics to monitor and display TSA wait times and better plan the optimal layout and number of TSA checkpoints needed for the future.

Interested in learning how our AI driven analytics platform can solve your business, operational, and passenger experience challenges? Request a demo.



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