Passenger Terminal Today
  • News
    • A-C
      • Accessibility
      • Baggage
      • Biometrics
      • Boarding
      • Check in
      • Construction & Architecture
      • Covid-19
      • CSR
    • D-L
      • Displays & Signage
      • Expo
      • Food & Beverage
      • Ground Support
      • IT & Software
      • Lighting
      • Lounge
    • M-R
      • Operations
      • Parking
      • Passenger Experience
      • Personnel
      • Regulation & Policy
      • Retail
    • S-Z
      • Seating
      • Security
      • Self-service
      • Sustainability
      • Technology
      • Terminal
      • Wayfinding
      • Webinars
  • Opinion
  • Features
  • Online Magazines
    • Showcase 2024
    • September 2023
    • June 2023
    • April 2023
    • January 2023
    • Archive Issues
    • Subscribe Free
  • Videos
  • Webinars
  • Supplier Spotlight
  • Events
LinkedIn Facebook Twitter
  • Sign-up for Free Weekly E-Newsletter
  • Meet the Editors
  • Contact Us
  • Media Pack
LinkedIn Facebook
Subscribe
Passenger Terminal Today
  • News
      • Accessibility
      • Baggage
      • Biometrics
      • Boarding
      • Check in
      • Construction & Architecture
      • Covid-19
      • CSR
      • Displays & Signage
      • Expo
      • Food & Beverage
      • Ground Support
      • IT & Software
      • Lighting
      • Lounge
      • Operations
      • Parking
      • Passenger Experience
      • Personnel
      • Regulation & Policy
      • Retail
      • Seating
      • Security
      • Self-service
      • Sustainability
      • Technology
      • Terminal
      • Wayfinding
      • Webinars
  • Opinion
  • Features
  • Online Magazines
    1. April 2025
    2. January 2025
    3. Showcase 2025
    4. September 2024
    5. June 2024
    6. Subscribe Free
    Featured
    April 2, 2025

    April 2025 issue is now available online!

    Online Magazines By Web Team
    Recent

    April 2025 issue is now available online!

    April 2, 2025

    January 2025 issue is now available online!

    December 11, 2024

    Passenger Terminal World Showcase 2025

    November 12, 2024
  • Videos
  • Webinars
  • Supplier Spotlight
  • Events
LinkedIn Facebook
Subscribe
Passenger Terminal Today
Opinion

Are you being served?

Siobhan Boyle, product marketing manager, VeovoBy Siobhan Boyle, product marketing manager, VeovoFebruary 28, 20194 Mins Read

Siobhan Boyle, product marketing manager for predictive collaboration platform Veovo, looks at how airports are reinventing the airport check-in experience to handle the growing number of travelers

As airports handle record numbers, crowded check-in halls are becoming more commonplace, prompting airports to rethink their approach to space, resources and the passenger experience.   

As such, common-use terminals are gaining popularity as an efficient way to accommodate passengers. With multiple airlines sharing airport space, including counters and bag drops, airports can manage resources better to meet demand and improve throughput.

Time for a holistic approach
Sharing resources presents its own challenges. How can airports optimize the check-in process for efficiency while smoothing the travel experience? How do they balance the needs of full-cost and low-service airlines in one terminal? And, how do they adapt to growing preferences for online or self-service check-in?

Without a holistic view of check-in areas and the right insight tools, it’s challenging to achieve the right quality/cost balance for airline customers and the passenger experience. The shift to common-use resources, therefore, requires a new approach.

Optimizing space
Typically, hall allocation is stacked in favor of heavy-hitting airlines – not toward the best use of available space. When allocating check-in resources, consider the entire terminal. Collect and analyze queue formation data, plus processing rates by counter and airline, to identify congestion or safety issues. As well as being used for allocating a fixed resource, a holistic view also helps determine the optimum location for self-check-in kiosks.

Predicting passenger behavior
Traditional check-in models allocate static desks per flight for three hours. This results in uneven capacity management. Data from Dolby and Holder Consulting suggests that fixed counter timeframes cause a 40% decrease in capacity, require 22% more handling agents, and reduce passenger dwell time by 22 minutes.

By layering show-up profiles with check-in preferences per flight, airports can more accurately predict resource demand. Keflavik Airport in Iceland, for example, successfully adjusted worker shifts based on forecast arrival/wait times, optimizing costs and services.

Automating resourcing decisions
With sophisticated, often conflicting check-in resource planning considerations, intelligent allocation tools enable airports to automatically balance resource availability and predicted demand with factors like airline preferences and service level agreements.

Models are optimized for maximum efficiency, for instance, grouping airlines by ground handler to reduce baggage errors. Passenger experience factors, like walk time, can also be addressed by coordinating resource allocation from check-in to gate.

Intelligent automation both optimizes resources for blue-sky days and allows for flexible planning for unexpected events and improved impact forecasting. When Sydney Airport, Australia, implemented a holistic approach to check-in together with automated resource allocation, capacity increased by 15%.

Siobhan Boyle, product marketing manager, Veovo

Incentivizing better throughput
Directly linking resourcing to billing allows airports to demonstrate the financial and efficiency benefits of resource-sharing to airline partners, whose early engagement is critical in any operations process transformation.

Differentiated charge structures can also be used to incentivize airline efficiency including the uptake of dynamic counter allocation and self-serve check-in kiosks. For instance, Auckland Airport, New Zealand, differentiates charging for check-in services to distinguish between traditional counters, common-use versus dedicated bag-drop facilities.

This holistic, predictive collaboration approach to check-ins helps reduce queues and improve the passenger experience – and happy travelers tend to spend more time and money in concessions.

Airports and airlines win too. More fluid check-in resource usage and efficiency gains enable airports to defer expansion investments and introduce common-use self-check and baggage drops, further increasing capacity. A holistic terminal approach really is a common solution for all.

Interested in hearing more from Veovo? Magnus Bojlert, Regional Operations Manager EMEA – Veovo, will present ‘Unlocking untapped capacity with intelligent automation and a connected ecosystem’ at this year’s Passenger Terminal Conference, which takes place during Passenger Terminal Expo, 26, 27 and 28 March 2019, in London. Register here for your delegate pass.

Share. Twitter LinkedIn Facebook Email
Previous ArticleIstanbul Airport to directly employ 16,000 workers in first phase
Next Article How can small hubs leverage their unique advantages?

Related Posts

Opinion

OPINION: Eliminating issues with visual access, identification and retrieval at baggage claim

May 13, 20255 Mins Read
Opinion

OPINION: Connecting people and places

February 24, 20254 Mins Read
Opinion

OPINION: How smarter stand and tow planning can unsnarl the apron

February 13, 20255 Mins Read
Latest News

Ontario International initiative finds use for toiletries that don’t travel

May 21, 2025

PTE WORLD: Interview with Aude Ferrand, chief commercial officer of TAV Airports

May 20, 2025

Glasgow Airport unveils £3.7m restaurant and retail update

May 20, 2025

Receive breaking stories and features in your inbox each week, for free


Enter your email address:


Our Social Channels
  • Facebook
  • LinkedIn
Getting in Touch
  • Sign-up for Free Weekly E-Newsletter
  • Meet the Editors
  • Contact Us
  • Media Pack
© 2025 UKi Media & Events a division of UKIP Media & Events Ltd
  • Terms and Conditions
  • Privacy Policy
  • Cookie Policy
  • Notice & Takedown Policy

Type above and press Enter to search. Press Esc to cancel.

We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
Cookie settingsACCEPT
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled

Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.

CookieDurationDescription
cookielawinfo-checbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.

Functional

Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.

Performance

Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.

Analytics

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.

Advertisement

Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.

Others

Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.

SAVE & ACCEPT