The National Academies

ACRP 07-24 [Anticipated]

Virtual Queuing at Airports

  Project Data
Funds: $350,000
Staff Responsibility: Joseph D. Navarrete
Comments: In development
Fiscal Year: 2024

This project has been tentatively selected and a project statement (request for proposals) is expected to be available on this website. The problem statement below will be the starting point for a panel of experts to develop the project statement.

As airports and their tenants strive to improve customer service, the opportunity to address a frequently frustrating situation—spending time in queues—has emerged with the advent of “virtual queuing.” Under this approach, customers can pre-arrange their times to access key processing areas, such as check-in and inspection services. Virtual queuing could be offered as a complimentary service or rationed using the power of pricing. In either instance, it could significantly increase customer satisfaction.

The objective of this research is to investigate the various alternatives for using virtual queuing at airports, including quantifying their potential benefits and identifying how they could be implemented in an airport setting.

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