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Airport Business Magazine: Virtual Queuing and the Future — and Present — of the Airport Customer Experience

Article Publish Date: May 19, 2022

Article Abstract:

As airport operations have evolved over the decades, so has airports’ commitment to improving the customer experience. From the introduction of moving sidewalks way back when to the more recent development of airport-wide Wi-Fi, technology has made life easier for travelers — and more efficient for airports and the airlines operating within.

Virtual queuing technology offers a next-level advancement in improving the customer experience. And perhaps no experience in the airport is more dreaded than the security checkpoint. Solving long waits and annoying bottlenecks at checkpoints might be the holy grail of optimizing the traveler’s journey to their flight. Digital queue management is getting closer to making that solution a reality.

Imagine this scenario: Passengers arrive at the airport having already reserved a time to go through security instead of waiting in the queue. Or they enter a virtual queue after checking their luggage and then can get a bite to eat, visit terminal shops located before the checkpoint, take their time saying goodbye to loved ones, or anything else instead of getting in line and hoping it goes fast. These passengers would then get an alert on their phones to come to the checkpoint.

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