Success Story · Airport
How the country's leading airport implemented KSI and achieved a 13% increase in commercial space sales?
Discover how this world-leading private airport operator uses KSI to improve the passenger experience in its terminals and increase revenue.
+13%
increase in commercial space sales
50%
reduction in poor friction experiences
- 01
The problem
Through manual audits, the client had confirmed that if wait times at Check-In and immigration exceeded 15 minutes, sales fell by at least 13% and continued to decline as wait times increased.
This was due to the stress generated by these friction points in passengers, which reduces their inclination to make purchases.
We needed to improve service so our passengers could have a frictionless experience and increase sales in commercial areas. At the Check-In area we encountered a complex technical problem, as conventional sensors could not measure queues because airlines have variable counters and service, and lines form chaotically. That's when KSI appeared and was able to solve the problem.
F.B.Head of Passenger Experience - 02
How it was solved
Actions taken:
- ✓Monitoring of all waiting queues and friction zones.
- ✓Individual wait time measurement per person, and at Check-In, segmented by airline and flight.
- ✓Automatic notifications upon increase of people in queues.
- ✓Automated passenger experience SLA reports for the airport and airlines.
After implementing KSI to monitor wait times and obtain precise information, we established SLA service standards for each congestion point and reached agreements with airlines to introduce a continuous improvement program based on data. Something that surprised us about KSI was the ability to measure wait time for each passenger individually. With other providers, this measure is done through indirect algorithms.
F.B.Head of Passenger Experience - 03
Results
- ✓+13% in commercial sales by reducing wait times.
- ✓50% fewer poor friction experiences for passengers.
- ✓Minimal infrastructure: one camera covers 500 m², 10x fewer monitoring points than traditional sensors.
- ✓Project presented as an innovation case within the company.
We were finally able to measure the length and wait times in the different zones, including the queues that formed naturally. This allowed us to reorganize and redesign some waiting areas differently, and establish a service standard for the different actors, which cut in half the poor passenger friction experiences.
F.B.Head of Passenger Experience