Case Study: London City Airport improves passenger journey speed with CrowdVision

Measuring the customer’s journey through London City Airport

London City Airport, the only London airport actually in London, needed a reliable way to prove it was delivering on its “20:15” passenger promise: no more than 20 minutes from front door to departure gate and no more than 15 minutes from tarmac to train. While the airport had plenty of anecdotal feedback, it lacked factual, real-time measurement of the passenger journey, and turned to CrowdVision to help solve that challenge.

CrowdVision implemented a live crowd analytics system using 190 ceiling-mounted cameras to track passenger movement anonymously through the terminal, second by second. The airport used the resulting data in a dashboard to monitor journey times, queues, pinchpoints and congestion in real time. The system accurately tracked 98% of journeys and showed that departures were comfortably under the 20-minute target, while also helping London City Airport improve operations, identify investment opportunities and deepen airline partnerships.

London City Airport

Patrick Burrows

CFO