Case Study: Leading Tier 1 Airport achieves real-time queue visibility, optimized operations and up to 3% retail sales lift with SITA QueueAnalyzer

A Component of the Airportpulse Portal Supporting Real-time, Historical and Predictive Queue Wait Time Monitoring and Display

Leading Tier 1 Airport faced fragmented systems and a lack of real‑time visibility into passenger queues, leaving operators unable to proactively manage terminal bottlenecks or efficiently produce SLA reports. To address this, the airport deployed SITA’s QueueAnalyzer, a component of the AirportPulse portal that monitors, measures and predicts queue wait times across key choke points.

SITA implemented a turn‑key QueueAnalyzer solution—Bluetooth and Wi‑Fi sensors, a cloud application server (99.99% availability), and configurable dashboards with live displays to passengers and staff—integrated with cameras and AirportPulse for end‑to‑end situational awareness. The result was live queue monitoring, automated daily benchmarking and SLA reporting, improved staff rostering and planning, and live wait‑time displays; SITA’s solution helped drive operational efficiency and passenger experience improvements, with retail sales gains of up to 3%.