The airport professional's source for airport industry news, articles, events, and careers.
Issue link: http://airportbusiness.epubxp.com/i/818811
FACILITIES MANAGEMENT 46 airportbusiness May 2017 By Christian Bugislaus Carstens How do you ensure that passengers enjoy a first class airport experi- ence from the moment they enter the car park to boarding the plane and at every stage in between? How do you effectively maximize non-avi- ation revenue? How do you accurately match staffing resources with passenger demand without violating KPIs? Handling passenger flow smoothly and efficiently is key to the suc- cess of an airport and its image. To understand and improve individual areas of airport operations, it is important to understand that each area influences another and that the traveler's journey is seen as a single process, rather than as a string of isolated events. Air travel has grown considerably over the last couple of decades, putting pressure on airport infrastructure and processes. However, capacity expansions can be costly, so accurate wait time and flow infor- mation is crucial to provide a premium customer experience, improving capacity planning and maximizing revenue. The basic requirements for happy travelers are easy parking and check-in, speedy security processing, and comfort while waiting in airport terminals. These factors can make or break a passenger's air- port experience and strongly influence how much money they spend in the retail areas. Non-aviation activities have become increasingly important for air- ports, with several studies revealing that half of airports´ revenue comes from a combination of retail and parking. For example, a 2014 study showed that passengers are willing to spend up to €1,00 per minute in airport concession after completing the security process; however, an extra 10 minutes spent in a security queue reduces passengers' retail spend by on average 30 percent. These findings show the importance of measuring, optimizing and improving passenger flow as an important tool to generate more non-airline revenue for airports. W hich parking spac- es, airport entranc- es and restrooms do passengers use? How many people show up at airport processes, when do they arrive and how long do they wait in line? How do frequent flyers shop compared to tourists? These questions and more are being answered, based on flow-measurement data from pas- senger mobile device movements. Passengers' Phones Help Create Seamless Airport Experiences Tap into new data at your airport by using the power of the traveler's phone. Airports can retrieve both live and historical data about specific patterns, such as entrance and exit usage, walking routes and time spent in various areas, such as security, retail, lounges, rest rooms, gates and more. Blip Systems