Airport Queue Measurement / Passenger Flow / Movement / Counting Solutions

Human Recognition Systems’ self-service solution paves the way for personalisation and proven automation throughout the passenger journey at London Gatwick Airport

Human Recognition Systems, a leader in total biometric solutions, has bolstered London Gatwick’s service to passengers via a new automated passenger verification system with added functionality. As the airport continues to look towards the future of air travel, the innovative technology opens up the possibilities for London Gatwick to make informed gate control and alert decisions based on accurate passenger movement information, creating operational efficiencies in the process.

MFlow Track v3.0 is an end-to-end biometric solution that has helped London Gatwick to automate passenger identification, enhance its overall passenger experience and grow the airport’s non-aeronautical revenue as a result.  Now in use by passengers in London Gatwick’s North and South Terminals, MFlow Track has led to security improvements and has already received positive feedback from passengers, airport personnel and airline staff for its ease of use.

The system removes the capacity for human error when identifying an individual by assigning a passenger’s biometric information to a form of identification. The integration of MFlow Track v3.0 with MFlow Journey presents the opportunity for the airport to validate passengers at all stages of the process and to manage passengers across a series of identity points – from car parking to ticket production to purchasing a discounted product in the retail space.

Michael Ibbitson, Chief Information Officer at London Gatwick, says, “We have been impressed by how smoothly MFlow Track has enabled us to use the information gathered to understand our customers’ movements and to personalise journeys accordingly. By working alongside our existing infrastructure we now have the advantage of leveraging existing investments to increase the use of biometrics. These enhancements are another step towards a seamless passenger experience as we continue to prepare London Gatwick for future growth and a second runway.”

MFlow Track uses unobtrusive iris recognition technology to enrol passengers, and the technology has facilitated an automated boarding trial for London Gatwick’s passengers with the ability to check in and deposit hold luggage via designated self service bag drops. For passengers travelling with only hand baggage, the enrolment process will take place at security ticket presentation. The upgraded solution has replaced incumbents and unified disparate systems including barcode scanners since its deployment at the airport, leading to a reduction in operational costs.

Jim Slevin, Aviation Managing Director at Human Recognition Systems states, “MFlow Track has been in daily operational use since 2011 and we are proud of the enhancements made with version 3.0, which further consolidates our ability to deliver a reduction in London Gatwick’s operating costs through proven automation. By managing, integrating and interfacing with legacy processing systems in a unique manner, true passenger identity-based decisions can be made throughout the customer journey. ”