Passengers moving through JFK Airport’s Terminal 4 are now presented with estimated processing times on 13 new screens. The large and prominent screens are placed at TSA Security and Customs and Border Protection checkpoints, as well as the indoor taxi queue.
“It continuously updates,” says Daryl Jameson, vice president at the company JFKIAT, which runs Terminal 4. People like to know how long they are going to wait in queues. Nobody likes to wait in lines and signage helps to manage expectations.” […]
[…]With this data, JFK is able to display accurate wait times to reduce passenger frustration and to notify staffing if areas in the terminal are becoming congested, so staff can identify and rectify bottlenecks before they escalate.
Singapore could have really benefitted from tech like this during the SG50 weekend where people endured extremely long queues.
Personal anecdote: We queued for about 4+ hours for the free cable car ride on 10th August only to be turned away at the end because the duration kept increasing. First 2, then 4 then eventualy 10 hours. Having a frequently updated display showing the actual wait times could have helped manage customer satisfaction by a huge amount.