News

Indianapolis airport aims to boost customer experience with analytics tool

April 12, 2019

The Indianapolis Airport Authority is tapping motion analytics company Iinside to provide TSA checkpoint wait time information to passengers, according to a press release.

"It's all about the customer experience," Indianapolis Airport Authority Executive Director Mario Rodriguez said in the release. "That's our primary goal, and the wait time calculators are the latest addition to a range of technology the airport and its partners offer to enhance the travel experience, such as fast-access Wi-Fi, self-bag tag kiosks and even human-powered charging stations."

The Indianapolis International Airport set a new record for passenger traffic in 2018, exceeding 9.4 million passengers. There was increased passenger traffic across the board with international flights up 28% in 2018, and international passenger traffic increased by 77% to more than 60,000 international passengers. West Coast connectivity also increased in 2018, with both flights and seat capacity up 45% compared to 2017.

The Iinside motion analytics platform uses LiDAR with machine learning to help the airport better manage passenger movements. Through real-time visibility into passenger behavior and predictive analytics, airport managers can improve foot traffic, avoid bottlenecks and even optimize storefront retail sales. 

TSA checkpoint wait time information will be presented to in-terminal passengers on the airport's network of Flight Information Displays and LED digital signage being installed in Civic Plaza. Aside from wait time information in the terminal, data will also appear on the airport's website to give travelers that information before they arrive at the airport.

The system can forecast security checkpoint delays and estimate time-to-gate journeys, potentially making it important to airports, as well as third-party travel data providers, including ride shares and airlines. It is designed to cut traveler stress and grow overall satisfaction by both keeping people informed and providing recommendation on the fastest path from curb to gate.