Virtual Queuing at Airports

As airports and their tenants strive to improve customer service, the opportunity to address a frequently frustrating situation—spending time in queues—has emerged with the advent of “virtual queuing.” Under this approach, customers can pre-arrange their times to access key processing areas, such as check-in and inspection services. Virtual queuing could be offered as a complimentary service or rationed using the power of pricing. In either instance, it could significantly increase customer satisfaction. The objective of this research is to investigate the various alternatives for using virtual queuing at airports, including quantifying their potential benefits and identifying how they could be implemented in an airport setting.

• Record URL:
  http://apps.trb.org/cmsfeed/TRBNetProjectDisplay.asp?ProjectID=5586
• Supplemental Notes:
  • Contract to a Performing Organization has not yet been awarded.

Language

• English

Project

• Status: Proposed
• Funding: $350000
• Contract Numbers:

  Project 07-24

• Sponsor Organizations:

  Airport Cooperative Research Program

  Transportation Research Board
  500 Fifth Street, NW
  Washington, DC    20001

  Federal Aviation Administration

  800 Independence Avenue, SW
  Washington, DC  United States  20591
• Project Managers:

  Navarrete, Joseph

• Start Date: 20230808
• Expected Completion Date: 0
• Actual Completion Date: 0

Subject/Index Terms

• TRT Terms: Airports; Alternatives analysis; Customer service; Passengers; Queuing
• Subject Areas: Aviation; Data and Information Technology; Operations and Traffic Management; Passenger Transportation; Terminals and Facilities;

Filing Info

• Accession Number: 01889781
• Record Type: Research project
• Source Agency: Transportation Research Board
• Contract Numbers: Project 07-24
• Files: TRB, RIP
• Created Date: Aug 8 2023 5:03PM