637045910477835167637045910477835167637045910477835167637045910477835167 How Queuing Technology Can Transform the Passenger Experience

How Queuing Technology Can Transform the Passenger Experience

June 04, 2013Perry Kuklin


We all know how long and strenuous the lines at airports can be, especially during peak travel periods. With sequestration and furloughs weighing on airport and airline management, the challenge has become even more pressing.

Today’s queuing technology can automate critical processes, aid managerial decision making, and dramatically improve server efficiency.

Airlines aren’t the only facet of the transportation industry with queuing-related challenges that impact the passenger experience. You’ll find waiting lines in train and bus terminals, cruise lines, rental car agencies, and lots of other places – each queuing situation affecting the passenger’s total travel experience. When staffing is short and lines are longer than desired, managers are looking for solutions. Technology may hold the answer. Today’s queuing technology can automate critical processes, aid managerial decision making, and dramatically improve server efficiency. Perhaps more importantly, technology can cut wait times and enhance the quality of the passenger experience. Here are a few queuing technologies that can help transform the passenger experience:

1. Electronic call forward queuing makes a more efficient line.

Whether they’re hitting the skies, rails, roads, or seas for business or pleasure, travelers have a lot on their minds. An electronic call forward queuing system allows passengers to send last-minute emails or keep track of their luggage or children without also having to keep both eyes out for the next agent to open up. Audio and visual cues prompted by a service agent effectively hail the next passenger from the queue to a service point. This efficient queuing process eliminates agent down time, optimizes passenger throughput, and decreases average wait times for travelers.

2. Virtual queuing eliminates the line.

The bane of any traveler’s existence is waiting. And the lines for waiting are many – to check in, to go through security, to get on the plane, you know the drill. It’s impossible to truly eliminate the need to wait, but it is possible to ease the waiting game in other ways. Virtual queuing systems allow travelers to bypass a physical line and wait for service “virtually,” putting them in charge of their own time. Being able to sit down and rest, finish up a phone call, or grab a quick bite to eat without being forced to stand in one place improves traveler satisfaction. Passengers easily register at a kiosk and service agents communicate with travelers through LCD displays or text messaging when their turn has come. A recent paper on airport security lanes found that virtual queuing can be used to reduce passenger arrival peaks without negatively impacting passenger satisfaction. Passengers could be offered the option to arrive during a specific time window, which would allow them to enter a priority queue and result in a smoother distribution of arriving passengers. This simulation also resulted in a decreased need for security personnel, reducing costs in a major way.

3. Real-time queue monitoring let’s managers see what’s happening.

Real-time monitoring of “passenger traffic,” made possible with state-of-the-art video surveillance, allows managers to analyze what’s happening right now in the service queues. Managers can set their thresholds for acceptable wait times and adjust staffing as needed to keep queues to a reasonable length. This responsiveness makes passengers feel well taken care of and results in a better overall experience. It’s natural for travelers to feel harried and rushed. But wasting time in a poorly-managed queue doesn’t have to add to the stress. Today’s queuing technology can make all the difference between a repeat customer and a passenger who chooses to fly someone else’s friendly skies. Consult a Lavi expert to plan your queuing approach.

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