Embrace What’s Next

TOMORROW’S DIGITAL AGENDA

SMOOTH OPERATIONS

2017 AIR TRANSPORT IT SUMMIT

Brian Cobb, VP Customer Experience

Cincinnati / Northern Kentucky International Airport

HIGH

WAIT TIMES

LOW

SATISFACTION

Ticketing Hall

Security Hall

QUEUE CONSTRAINTS

-Opened 2009

-Designed for single-carrier, hub traffic

- 20% origin traffic

- 1.5 million passengers

-Dramatic operational shift and 5 year plan

-Terminal consolidation to multi-carrier ops

-Revised growth strategy including LCCs

-Revitalized O&D market

- exceeding 90% origin traffic

- exceeding 3.5 million

passengers

TECHNOLOGY SOLUTION

-Bluetooth / Wi-Fi sensors throughout

-Sensor captures unique ID and time

-Determines route and customer type

-Real-time and Prediction Mode

-Live web, monitor, and dashboard feed

-Automated tier alerts

-SLA Performance tracking

-TSA-supported lane and staffing

optimization

-Wait time averages

-PreCheck 3 minutes

-General 9 minutes

RESULTS

-3 years of proven success

-No major queues despite growth

-TSA headcount remains consistent

-Eliminated social media backlash

-Maintained or improved C Sat scores

FUTURE

-Open API for partner integration

-Passenger-type show-up profiles

-Business Intelligence correlations

DISCLAIMER

Any use, republication or redistribution of this content is

expressly prohibited without the prior written consent of the

Author. Permission to copy and reproduce content may be

granted by the author, at their discretion, and by request

only.

Source: presentation of Brian Cobb, Cincinnati /

Northern Kentucky International Airport at the

2017 SITA Air Transport IT Summit, Brussels.

2017 Air Transport IT Summit