Utilizing Virtual Queuing Technologies to Improve Passenger Experience at Airports

Following a review of FAA goals and issues that airports and travelers are currently facing, our team has proposed a novel solution that will reduce the amount of time passengers spend standing on lines in airports, thereby increasing passenger satisfaction and revenue generation.

The application (app) we designed proposes a solution to the Technical Design Challenge of Airport Management and Planning for the 2020-2021 Airport Cooperative Research Program University Design Competition. In our research, we discovered that travelers expect to spend an average of thirty minutes waiting in lines for domestic flights and an hour waiting in line for international flights [1][2], and even more time at busier airports [3]. Passengers tend to enjoy their airport experience significantly more when they are standing on-line for less time. In order to solve this challenge, our team from Binghamton University – State University of New York, proposed the DragonFly app, which will implement a virtual queuing system within airports enabling passengers to wait on-line while walking around the terminal or sitting down. In our proposed app, the user will be provided with directions and notifications to help guide them through the airport, ensuring they complete all necessary steps at the correct time to board their flight. The application will help all passengers move through the airport more efficiently while increasing their peace of mind by showing them that they are in the correct location and on time to board their flight.

Currently, virtual queuing technologies are in use at theme parks and other entertainment venues but have not yet been implemented in airport settings. We believe that our proposed solution will provide significant benefits to both airport operators and passengers and will improve

the overall travel experience within the United States.