accesso Technology Group PLC, a leading technology provider, is helping Boston Logan International Airport to harness the power of virtual queuing, in order to keep guests safe in the wake of the global pandemic.
accesso’s Qsmart virtual queuing platform is behind the Virtual Security Line, which launched in April 2021 for an initial eight-week trial as air travel begins to grow again and travel restrictions ease. This pilot aims to help Boston Logan International Airport to enhance customer safety, trust and loyalty.
An efficient travel experience
Passengers are now able to benefit from the safety-driven convenience of navigating the airport’s security line with the use of virtual queuing – something that is familiar to theme park visitors and is now being adopted by several other sectors, as businesses look for ways to maintain physical distancing measures while providing a positive consumer experience.
“More than ever, our customers want an easy and efficient travel experience. Even before the pandemic, we had been working on integrating more technology and innovation into the traditional services provided at Boston Logan International Airport,” says Kwang Chen, chief information officer at the Massachusetts Port Authority, which owns and operates Boston Logan International Airport.
“The TSA line creates stress for many travellers, so our goal for this pilot program is to see if a virtual queue improves the customer experience by helping to reduce some of that stress while travelling.”
Safe and streamlined queuing
Passengers can simply “check-in” to the Virtual Security Line by using the Qsmart platform on their mobile device, without the need to download an app. They will then see a countdown of their remaining wait time and will be notified in the browser session when it is their turn to enter the line. On approaching the line’s entrance, their QR code is scanned by airport staff so they can redeem their place.
The process is straightforward for staff too. There is no need to configure additional hardware, so Qsmart can be implemented fast. This technology means that airport staff can reduce traffic inconsistencies, allowing them to forecast and achieve a manageable flow of arriving passengers, in order to prevent crowding at the security line’s entrance.
“For over 20 years, our company has remained firmly rooted in the mission of helping our partners solve the challenges of today while reimagining the guest experience of tomorrow, and our trial agreement with Boston Logan International Airport is a perfect example of that two-pronged charge,” says Steve Brown, accesso CEO.
“Having seen our technology serve the leisure and entertainment industries with such success, we’re excited to have the opportunity to expand our offerings to the airline industry and are honoured to kick off the process with this pilot at Boston Logan International Airport. Together, we’re excited to forge a new path for airport operations by revolutionizing crucial security processes with the use of virtual queuing.”
Earlier this year, accesso also announced that it has renewed its agreement with Walibi Holland, allowing the Dutch theme park to use its 100% virtual queuing model throughout 2021.