Philadelphia International Airport (PHL) has completed the second phase of its queue management system (QMS).
Passengers will now receive real-time updates at security checkpoints from digital signs within the terminal as well as online at phl.org.
The airport’s Terminal A-East and Terminal A-West are the most recent security checkpoints to monitor and display passenger wait times in real time.
The first monitors were installed at the D/E checkpoints in November 2021 as part of a pilot programme.
Allen Mehta, Chief Information Officer at PHL, said:The pilot program gave us an opportunity to understand the system and review how it interacted with passenger volume and what passengers thought of the tool.
We learned that knowing how long it would take to get through the checkpoint reduced passengers' anxiety. We're happy to now complete the QMS installation throughout all of our checkpoints.
Being able to see in advance how long it will take to get through security – frequently a timely process – will allow passengers to gauge whether they have time to relax or whether to seek assistance or an alternative security checkpoint with shorter lines should they be pushed for time.
The system at PHL – LiveReach Media’s platform – uses sensors placed throughout the start of the security queue through the entire screening process to measure passenger dwell time. This data is fed into digital displays at strategic locations in the airport terminal and on the airport’s website. The information is updated every 30 seconds based on the current checkpoint status.
There are 12 monitors at Terminals A-East and A-West along with the nine that were installed earlier at Terminal D/E. Installation of the queue management system monitors at the airport’s Terminal B and C checkpoints should be completed by the end of 2023.
