Solutions for the Three Phases of the Passenger Screening Queue

Mention “airport security” to just about any traveler and they’ll undoubtedly have a tale about their worst experience… getting stuck behind the family with young kids, being shoved along by the impatient business traveler, or actually being the person who’s holding up the line and being on the receiving end of every other passenger’s stink eye.

Airport security queues don’t have to be painful, complicated, or tedious.

Airport security queues don’t have to be painful, complicated, or tedious. There are tried and true queuing strategies that can make airport security screening a far more efficient process for passengers of all types. A three-phase system was implemented by Lavi at the Bob Hope Airport in Burbank, CA, with success. The basics for creating a more effective queuing and signage system are outlined below, and can be applied to any airport’s security checkpoint area.

The Approach Area

There are gray areas in airports where people mill about, wait for fellow travelers, check tickets, or crane their necks to figure out which way to security – and no one wants to look confused. In the “approach area” to security at the Bob Hope Airport, two 8-foot-tall grip-connected banners are displayed in the hallway before passengers reach the security check point. Supported by flat-screen messaging above, these signs are intended to channel people into separate queues, one for Expert travelers (frequent fliers who know the drill) and one for Casual Travelers (vacationers, or families with kids who require more time). Airports can determine their passengers’ needs and create accommodating queues – highlighted by strategic, clear, repetitive signage – that alleviate congestion and delays.

The Passive Queuing Area

Once passengers have been separated into their respective queues based on their travel needs, travelers are guided to screening stations through a line created by retractable-belt stanchions. As people spend time waiting in this so called “passive queuing area,” post-mounted signage can reinforce airline messages that need to be conveyed (like liquid regulations) before passengers actually reach security. The Bob Hope airport outfitted this part of their security queue with three-in-one bag stations and in-line tables to facilitate traveler compliance. They even added convenient post-mounted hand sanitizers to the queue. Creating a line in the passive queuing area using retractable-belt stanchions allows for speedy reconfiguration of the line during light traffic periods; people can directly proceed to security instead of wending through the snake-like queue that’s necessary during peak traffic times.

The Active Screening Area

As passengers approach the active screening area of the three-phase passenger screening queue, the security checkpoint proceeds as expected, though additional banner signage and split-queue podiums aid in sorting passengers to their respective screening stations. The unique queue element comes directly after the security screening: The Bob Hope airport implemented a “recompose” area equipped with benches so passengers can adjust their baggage, tie their shoes, gather their belongings, and quickly get to their flights without stopping just anywhere after security and tripping up people behind them who are moving faster. Smaller airports can mimic this recompose area with a few tables or even cordoned-off areas. All of these queuing strategies work toward expediting passengers through airport security, and they also go a long way toward eliminating irritation that can easily build around security checkpoints. Though airport security requirements are fairly standard, it is essential to remind passengers of what to expect, where they need to be, and how to proceed. Making an effort to ease a traveler’s burdens by creating a simple, clear queue for them from the start of the security checkpoint until they’re through it creates a pleasant experience.   Whether you’re dealing with security screening, ticketing, or boarding, our queuing experts can help you think through the phases of service and how your queue can be improved or reconfigured for a better passenger experience. Talk to us.