London City Airport’s management team has chosen MFlow Journey for passenger queue measurement, replacing its existing Bluetooth measurement technology. MFlow improves the passenger experience as it predicts, detects, measures, analyses and facilitates the high volume of people flowing through the airport.
Using non-invasive facial recognition technology, MFlow Journey helps address the continuous challenges faced by airports in measuring, understanding and managing passenger queues and bottlenecks.
Knowing how long the queues are and the time a passenger is taking helps the operations team to manage their staff levels more effectively, increase passengers’ time in retail environments and dwell areas and, as a result, improve the passenger experience.
“We have been impressed by Human Recognition Systems’ speed in working with us to deploy its innovative technology within two weeks, solving a pressing problem that challenges our industry on a daily basis,” said Melanie Burnley, director of terminal services at London City Airport.
“MFlow Journey provides a great ‘dashboard’ for the operations team and easily shows us the length of time a passenger takes through the airport. We also receive early warning e-mails in real-time so we can take action as needed. We have tried to measure queues before using bluetooth technology and were never satisfied with the results. We were unable to measure the same volume of passengers as we can with MFlow Journey.”
MFlow Journey went live at City Airport last November.
“When it comes to measuring real-time journeys and queues at various points within the airport, MFlow Journey is significantly more advanced and effective than its competition and this has been proven at London City Airport where we have consistently measured over 40% of all passengers journeys,” said Jim Slevin, aviation business unit manager for HRS.
“Bluetooth queue measurement relies on passengers having their phones and Bluetooth switched on. Research has found that the number of travellers who actually have Bluetooth on as they travel through the airports to be low. This means that the maximum number of passenger journeys that can be measured will always be extremely limited with Bluetooth compared to using facial recognition.”
He concluded: “We’re thrilled that London City allowed us to work so closely with their team to help them solve their challenges to produce an improved passenger experience and a more effective way of managing their staff.”
‘World first’ as Gatwick invests in pioneering biometric technology
Last November, Gatwick Airport became the first in the world to incorporate MFlow Track – advanced biometric ‘iris at distance’ technology designed to improve passenger flow and enhance security.
Human Recognition Systems developed MFlow Track in conjunction with US partner AOptix Technologies Inc, and it’s now in operation at Gatwick’s GB pound 45 million single, state-of-the-art, 19-lane security area in the South Terminal.
This investment is part of the airport’s GB pound 1 billion development programme to modernise its facilities and improve the passenger experience.
MFlow Track provides some of the most advanced biometrics in the world. It integrates Human Recognition Systems’ software with AOptix Technologies’ Insight VM iris recognition unit.
From a passenger perspective, this allows people to pass through security area quickly as the technology captures their unique iris patterns to accurately identify them in conjunction with another form of identification. There’s no need for a stop and start security process, making it much quicker and non-intrusive.
A second biometric system, MFlow Journey incorporating passive facial recognition has also been deployed, creating yet another world first.
As with MFlow Track, MFlow Journey has undergone trials at Gatwick and, in this instance, measures and manages the flow of passengers through the security area. MFlow Journey drives the display boards showing the actual queue time, enabling passengers to pick and choose the lane they want to use.
Delivering a better, more secure passenger experience
Geoff Williams, head of security at Gatwick Airport, said: “The security process is a key part of the passenger journey and Human Recognition Systems has worked closely with us in providing innovative solutions to deliver a better passenger experience.”
Williams added: “Already, passengers are spending on average less than five minutes in security. With our new spacious preparation area and 19 security lanes, some of which are designed to assist families with young children and premium travellers, the new technology will help increase the efficiency of the security operation and provide a better service.”
Neil Norman, Human Recognition Systems’ chief executive, said: “We have relished the opportunity to work with Gatwick Airport because they don’t shy away from integrating truly innovative products to provide their customers with a world class service. Like Gatwick, we hate long queues and therefore we’re extremely proud to be the company helping Gatwick to keep passengers moving.”
As far as Norman’s concerned, Human Recognition Systems’ technology is fast becoming the biometrics of choice for those airports committed to delivering an unprecedented customer service for the 21st Century.
“Throughout our extensive trials, we worked meticulously with Gatwick’s teams to ensure we were consulting with the people who are operating the technology as much as the passengers we are ultimately serving,” he enthused. “And we are delighted with the final results.”
