Security Wait Times

Hartsfield–Jackson Atlanta International Airport

Smart Queue Management: Transforming Security Wait Times

Product

Industry

Airports & Transit

Location

Atlanta, USA

Scale

15 Locations

Hartsfield-Jackson Atlanta International Airport, serving over 286,000 passengers daily with approximately 2,100 arrivals and departures, has revolutionized its security checkpoint experience with an innovative smart digital signage solution. This transformation addresses one of the most challenging aspects of airport operations: managing security checkpoint queues while maximizing passenger satisfaction and retail opportunities. 


The Challenge 

As one of the world's busiest airports, Atlanta faced significant challenges in managing their security checkpoint queues. Long lines and uncertain wait times created passenger anxiety and impacted the airport's retail revenue, as travelers rushed to security checkpoints instead of utilizing pre-security amenities. The airport needed a solution that would provide accurate, real-time information to help passengers make informed decisions about their journey through the terminal. 


The Solution 

Atlanta Airport's comprehensive queue management solution builds upon their existing digital infrastructure through an innovative integration of multiple systems.  

The Digital Totem Project serves as the cornerstone of this implementation, featuring distinctive V-shaped displays strategically positioned throughout the terminal. These dual-screen totems work in concert with an extensive network of digital touchpoints, including wall-mounted screens, ceiling displays, and the airport's existing wayfinding kiosks. All hardware installations were implemented by our long-standing partners, Capital Signs, who also handle all maintenance of the touchpoints.  

The solution leverages multiple display formats to ensure passengers receive consistent wait time information wherever they are in the terminal. In the security queuing areas themselves, ceiling-mounted displays provide current wait times alongside essential security messages about prohibited items and baggage regulations. This comprehensive coverage extends to the airport's wayfinding kiosks, where passengers scanning their boarding passes can see security wait times along with their flight information. 

At the heart of the system lies its integration with Xovis, the airport's advanced crowd monitoring technology. Ceiling-mounted cameras throughout the terminal track passenger movement using sensors that represent travelers as data points, enabling real-time crowd level monitoring. This data feeds directly into the smart signage system, automatically updating wait times across all display formats. 

Understanding the dynamic nature of airport operations, the solution incorporates a custom-built management system that allows airport staff to override displayed information when needed. This feature proves particularly valuable when security checkpoints need to close or queue configurations change. The system also interfaces with ATL.com, ensuring consistent wait time information across all passenger touchpoints. 

The solution's zone-based functionality adds another layer of sophistication. With the terminal divided into four distinct zones, the system automatically adjusts displayed wait times based on queue overflow situations. When lines extend beyond the standard security checkpoint areas, screens in different zones update to show varied wait times based on a passenger's current location, helping manage passenger expectations and flow. 

This comprehensive integration of digital displays, monitoring systems, and management tools delivers on the airport's goal of keeping passengers informed while supporting their "Shop.Dine.Explore" initiative. By providing accurate wait times alongside terminal walking times, the system helps travelers make informed decisions about utilizing pre-security amenities, effectively transforming what was once a source of stress into an opportunity for improved passenger experience. 


Airport Operational Impact 

This implementation has transformed how Atlanta Airport manages its security checkpoints. The operations team no longer needs to manually update wait time information, as the system automatically pulls data from Xovis cameras and updates all displays in real-time. The airport maintains control through a custom-built override system, allowing staff to quickly respond to checkpoint closures or configuration changes. 

The system particularly supports the airport's "Shop.Dine.Explore" initiative. When passengers can see that their security wait time is only five minutes and their walk to the terminal is fifteen minutes, they're more likely to utilize the main shopping area before proceeding through security. This insight helps travelers make better use of their pre-flight time, potentially increasing retail revenue while reducing stress. 


Integration Excellence 

The smart signage system demonstrates sophisticated integration capabilities through its connection with Xovis for crowd monitoring, the airport's custom management system for checkpoint status updates, and ATL.com's wait time reporting. By integrating with the existing wayfinding infrastructure, it creates a unified passenger information system. 


Strategic Partnership  

The successful implementation of this project was made possible through the strategic partnership between Acquire Digital and Capital Signs. 

While Acquire Digital provided the software solutions and integration capabilities, Capital Signs brought their expertise in digital signage hardware installation and ongoing maintenance.  

As a trusted partner, Capital Signs manages the hardware installation, system hosting, and provides ongoing support with dedicated technicians working five nights a week to maintain and clean the displays. 

Through Capital Sign’s ongoing maintenance program optimal performance and display clarity is ensured for passengers. 

This partnership ensures 24/7 system reliability and optimal performance of all digital touchpoints throughout the airport. 


Future-Ready 

The system's adaptable architecture accommodates the dynamic nature of airport operations. As security checkpoint configurations change and passenger flows evolve, the solution can adapt to new queue layouts and additional display locations. The infrastructure supports future expansions and integrations, ensuring Atlanta Airport can continue enhancing the passenger experience as new technologies emerge. 

Through this implementation, Atlanta Airport has established a new standard in queue management, providing passengers with the confidence to make informed decisions about their journey through the terminal while supporting the airport's operational and commercial objectives. 

 

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