Embrace What’s Next TOMORROW’S DIGITAL AGENDA SMOOTH OPERATIONS

1. Embrace What’s Next
TOMORROW’S DIGITAL AGENDA
SMOOTH OPERATIONS
2017 AIR TRANSPORT IT SUMMIT
Brian Cobb, VP Customer Experience
Cincinnati / Northern Kentucky International Airport

2. HIGH
WAIT TIMES
LOW
SATISFACTION

3. Ticketing Hall
Security Hall
QUEUE CONSTRAINTS
-Opened 2009
-Designed for single-carrier, hub traffic
- 20% origin traffic
- 1.5 million passengers
-Dramatic operational shift and 5 year plan
-Terminal consolidation to multi-carrier ops
-Revised growth strategy including LCCs
-Revitalized O&D market
- exceeding 90% origin traffic
- exceeding 3.5 million
passengers

4. TECHNOLOGY SOLUTION
-Bluetooth / Wi-Fi sensors throughout
-Sensor captures unique ID and time
-Determines route and customer type
-Real-time and Prediction Mode
-Live web, monitor, and dashboard feed
-Automated tier alerts
-SLA Performance tracking
-TSA-supported lane and staffing
optimization
-Wait time averages
-PreCheck 3 minutes
-General 9 minutes

5. RESULTS
-3 years of proven success
-No major queues despite growth
-TSA headcount remains consistent
-Eliminated social media backlash
-Maintained or improved C Sat scores
FUTURE
-Open API for partner integration
-Passenger-type show-up profiles
-Business Intelligence correlations

6. DISCLAIMER
Any use, republication or redistribution of this content is
expressly prohibited without the prior written consent of the
Author. Permission to copy and reproduce content may be
granted by the author, at their discretion, and by request
only.
Source: presentation of Brian Cobb, Cincinnati /
Northern Kentucky International Airport at the
2017 SITA Air Transport IT Summit, Brussels.
2017 Air Transport IT Summit