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Opinion

OPINION: The hidden battleground for airport experience and resource management

Justin Keene, product manager of VeovoBy Justin Keene, product manager of VeovoJuly 31, 20255 Mins Read
A passenger walks toward the camera enveloped by a stylized "V" logo.

Lounges may impress. Concessions may delight. However, what defines a great journey is often simpler – a flight that departs on time, a connection that’s stress-free and an arrival that’s swift.

Behind every missed connection, every long queue, every ‘where’s my bag?’ moment is a quiet set of decisions: how flights are assigned to gates, belts, counters and buses. For years, these choices were treated as pieces of a capacity planning jigsaw. But that’s no longer enough. Gate and resource allocations have become experience levers. Done well, they can reduce stress, improve flow, and shape how passengers feel about their journey. Done poorly, they can unravel it.

Start where the queues form

At 7:00am on a public holiday, the terminal check-in area is already packed. The plan said it would be fine. But the plan didn’t account for a delayed train or half the passengers arriving all at once.

“Passengers don’t follow a counter allocation plan,” one capacity planner told me recently. “They follow life.”

Most check-in management tools still assume passengers behave predictably. Rigid rules dictate five desks open three hours before departure, two more an hour later. But show-up patterns vary wildly depending on the route, time of day, airline or even weather.

Some airports are changing their approach. Instead of planning to the schedule, they use actual historic show-up rates and live inputs to forecast demand by flight. It’s a subtle but important shift.

When a forecast shifts, the plan shifts too. Counters reassign dynamically. Common-use desks are prioritized for the most urgent departures. Premium airline staff get an early heads-up. Pressure diffuses.

Reframing gate assignment around the passenger

Gate planning has long prioritized aircraft needs – stand size, adjacency, airline preferences, etc. However, passengers don’t experience it that way. They remember the walk, the wait and the transfer time.

Some airport teams now treat gate decisions as passenger experience decisions. Using past movement patterns and with the help of machine learning (ML), they identify high-frequency transfers and pair those flights closer together. It’s a quiet intervention, but one that turns a stressful 48-minute dash into a calm 8-minute walk.

That same forecasting technology can flag gate conflicts early, well before the pressure builds. Predicting in-block and off-block times with more precision helps avoid late-stage reshuffles. When the majority of outbound passengers are still in traffic or stuck in check-in, shifting the inbound aircraft closer to security gives them a chance. When a capacity planner happily tells you they can now predict gate pressure hours earlier, it’s not just pride in a system, it’s relief.

Fixing the last impression – baggage reclaim

The journey doesn’t end at the gate. Passengers remember how quickly they reclaimed bags and exited the terminal. But baggage belts still run on assumptions – broad rules and static schedules.

That leads to mismatches. Bags circling before passengers even clear immigration. Crowds building before a single bag arrives.

Airports focused on improving the reclaim experience are doing it differently. By combining live flight data, passenger flow insights and historical reclaim times, they can assign belts dynamically, timed to when passengers are likely to arrive at the carousel. That change makes the experience feel smoother, even if passengers don’t realize why.

From static planning to living systems

Perhaps the biggest shift isn’t technical, it’s cultural. The old model of resource planning treated these allocations as static. You planned, locked it in and hoped nothing went wrong… until it inevitably did.

Now, leading airports are viewing planning and execution as one connected journey, on one continuous cycle. Data on passenger flow, flights, transport disruptions and even weather feeds a resource management system that listens and responds, hour by hour. This doesn’t mean giving up control. It means helping everyone plan and adjust with more context. It’s not only about making better plans. It’s about making better proactive responses.

Experience management is the new frontier

The invisible workhorses of airports – gates, belts, counters, airside buses – carry the weight of experience. When resourcing works, no one notices. When it doesn’t, the entire journey suffers.

As demand grows, fixed-rule systems can’t keep up. The job now is to orchestrate resources with passenger experience in mind. Every allocation, every late gate change, every queue should be seen not just as an operational challenge, but a moment in someone’s journey.

This approach is a win for all. Flights depart on time. Queues shrink. Connections get easier. The airport feels calmer, even at peak. This is where airport operations are heading, not toward more automation for its own sake, but toward smarter, more responsive, more human-centric systems. The technology exists. What matters now is how we choose to use it.

For more top insights into the future of technologically optimized turnarounds, read Passenger Terminal World’s exclusive feature, ‘How are airports revolutionizing the turnaround process with AI and computer vision?’

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