Transforming the appointment and queue management system at Ottawa Airport

About the project

Improving queue and appointment management at Ottawa International Airport Authority

Ottawa Macdonald–Cartier International Airport saw nearly three million passengers pass through its terminals in 2022. As one of Canada’s busiest airports, the Ottawa International Airport Authority (OIAA) needed to enhance the efficiency of its Customer Service Centre, which handles services such as pass issuance, parking, and access control. To achieve this, OIAA partnered with WaitWell to modernize their queue and appointment management system, ultimately improving operational efficiency and client experience.

Overview

OIAA’s Customer Service Centre plays a critical role in providing key services to airport clients. With growing passenger numbers, managing the queue and appointment booking system effectively became a top priority. In May 2022, OIAA implemented WaitWell’s system to streamline these processes. Since then, over 4,000 clients have benefited from an enhanced, efficient experience, with the airport seeing reduced wait times and improved service quality.

We were able to implement, and regularly adjust a system that meets evolving needs within days of signing up with WaitWell.

Francois Courtemanche
Director, Security Operations

Challenge

Handling increased workloads and improving the client experience

The OIAA’s Customer Service Centre faced multiple challenges, particularly in managing surges in demand and ensuring a positive client experience. The airport’s increased hiring post-pandemic further added pressure to the team. OIAA needed a solution that could handle these challenges by automating queue management, reducing staff workload, and providing valuable insights into service trends and staff allocation needs.

Solution

WaitWell’s easy implementation and data-driven insights

WaitWell’s team worked closely with the OIAA to implement a customized solution. The system required minimal infrastructure, needing only an internet connection and a Smart TV for display purposes. It was implemented within days, providing real-time updates and automating the queue process to streamline service. The solution also introduced appointment booking, which allowed clients to schedule services in advance, reducing their wait times. Additionally, WaitWell provided business analytics, helping OIAA make informed decisions about staffing and operations.

Results

Reduced wait times, improved efficiency, and better client satisfaction

The integration of WaitWell at the OIAA Customer Service Centre led to impressive results. Customer wait times were reduced by 41%, operational efficiency improved significantly, and staff workload was streamlined. Clients enjoyed a better waiting experience with real-time notifications and the ability to book appointments. The business analytics provided by WaitWell empowered OIAA to optimize staffing levels and adjust operations to meet demand. OIAA has seen both clients and staff embrace the system, with the seamless introduction of appointment booking further enhancing the service experience.