Seattle-Tacoma International Airport (SEA) and customer experience software provider VHT have shared results from recent trials of VHT’s advanced queuing technology, Mindful, to minimise passenger wait times for security checks.
The system lets passengers select the time they wish to pass through security, drastically reducing their time waiting in line and helping them get to the gate on time.
According to a passenger survey conducted by VHT, the system has dramatically exceeded expectations, with overall wait times reduced to 10 minutes.
“Getting through security is one of the most stressful aspects of air travel. With VHT’s virtual queueing, you can decide what time you want to go through security, which means you can plan everything else around that,” said Matt DiMaria, CEO of VHT. “This is a fantastic example of how VHT places the customer in control, and the survey results show that travellers really love it.”
With this pilot, VHT partnered with SEA to apply its queuing engine to substantially improve the customer experience in physical environments, starting with the TSA security checkpoints.
“We want to give passengers the best possible experience from the moment they arrive at the airport. This pilot program eliminates the stressful security wait-times for passengers and streamline their path to the gate. We can also ensure passengers get to the gate on time, which reduces the frustration and costs of rebooking them after a missed flight,” added VHT’s DiMaria.
To streamline the traveller flow from check-in to security, VHT deployed Mindful’s messaging automation and virtual queueing engine to place travellers in a virtual line and let them know when it’s their turn to enter the security checkpoint. Travellers can wait from anywhere, knowing their spot is saved and they can go through security at the most convenient time for them. Here’s how it works:
- The traveller can either schedule their time to enter security screening up to three days before their flight, or they can scan a QR code at the airport and follow the prompts to enter the virtual line.
- With their spot saved in line, the passenger can relax at the airport while they wait for their turn.
- Mindful sends a text when it’s time to enter the checkpoint.
- The traveller walks up and begins the TSA screening process.
- Forty minutes after their turn in line, Mindful sends a follow-up text with a link to a customer satisfaction survey.
The upcoming FTE Global + show in Las Vegas on 7-9 December will include an interactive workshop on virtual queuing, which will be led by an airport that has recently completed trials of the technology. Stay tuned for more details in the coming weeks. Find out more about the upcoming FTE Global+ event here.
