Despite lots of technology and mountains of data to help operators measure and improve passenger experience and flow, some of us will still experience the misery of long airport queues this Christmas.
This summer, passengers at major airports across Europe missed their flights or were forced to queue for up to four hours whilst departing or arriving for their holiday. Photos circulated on social media show queues of weary travellers snaking around the airport, out of exits, into drop off zones and even across airbridges, with some passengers unable to get off their planes. In Europe this year things got worse for British citizens. Regulation, which came into effect on 7th April 2017, now requires every British passport holder to be checked when they move through the “Schengen Area”.
And, if last year is anything to go by, the outlook for queuing at airports this Xmas looks grim!
Using Observation to Improve Airport Queuing
We believe that the only way to improve queuing for passengers at airports is to spend time in the field observing and measuring what’s really happening. [Read more…]