Case Study: Ottawa International Airport Authority achieves 41% shorter wait times with WaitWell

Transforming appointment and queue management system at Ottawa Airport

The Ottawa International Airport Authority (OIAA) faced a challenge in managing queues and appointments at its busy Customer Service Centre, which handles services like pass issuance and parking. Seeking to reduce staff workload and improve the client waiting experience, OIAA collaborated with the vendor WaitWell to modernize its operations using their queue management and appointment booking system.

WaitWell implemented its user-friendly solution, which required minimal infrastructure and was set up within days. The system automated queue management and provided real-time client notifications. As a result, OIAA reduced customer wait times by 41%, gained valuable data-driven business insights, and seamlessly introduced appointment bookings. WaitWell's solution significantly enhanced operational efficiency and improved the overall client experience.

Ottawa International Airport Authority

Francois Courtemanche

Director, Security Operations