Philadelphia International Airport (PHL) has launched the first phase of its Queue Management System (QMS) to provide passengers with real-time updates at security checkpoints via in-terminal digital signage and on phl.org. PHL’s Terminal D/E security checkpoint is the airport’s first to monitor and display passengers wait times in real time.

"Many passengers find the security checkpoint to be one of the most stressful elements of air travel," said PHL Assistant Director of Guest Experience Elizabeth Moselle. "By providing accurate, real-time information on our website and on digital signs, passengers will know what they can expect prior to arriving at the security checkpoint and can plan their trip to the airport accordingly."

Digital displays in ticketing and along the approach to the security checkpoint from all points of entry will let PHL passengers know exactly how long it will take to get through the checkpoint. Passengers can decide if they will have time to relax and grab a bite to eat or shop before their flights, or, if they are arriving close to boarding time, seek assistance or an alternate security checkpoint with shorter lines.

"The QMS will give passengers greater control of their travel experience and more peace of mind," said Moselle.

PHL selected LiveReach Media’s (LRM) platform for its QMS program. The system uses a fusion of sensors placed strategically from the start of the security queue through the entire screening process to measure passenger dwell time. The data is fed to digital displays at key locations in the airport and to PHL’s website. Information is updated every 30 seconds based on the current checkpoint status.  

"The data also will also feed a dashboard that can be used by airport operations, security and TSA staff to make staffing and operational decisions based on passenger volume," said Moselle. "LRM will also track historical queue times and generate predictive queue time models, which will further help to optimize checkpoint staffing in advance of busy periods."

There are nine monitors in place for the Terminal D/E pilot. Following the first phase at Terminal D/E, PHL plans to install the QMS technology at Terminals A-East and A-West, with all airport checkpoints completed by 2023.