Qmatic Group

Qmatic Group

Airport Customer Flow Management

Leading the world in passenger flow improvements

Qmatic has a long history of improving efficiencies in the travel industry by using Customer Flow Management (CFM).

Airports that are using CFM to track and measure passenger flow include Manchester in the UK, Landvetter in Gothenburg, Kastrup in Copenhagen, Amsterdam Airport Schiphol, Frankfurt and Hamburg-Fuhlsbüttel.

In addition, several airlines all over the world including Virgin Atlantic use CFM from Qmatic to manage the passenger flow and to improve their operational efficiency.

Qmatic is all about valuing time and making waiting worthwhile. Qmatic is the inventor of CFM and is also the world’s largest queue management company.

CFM is a methodology for managing customer flow and experience from initial contact through service delivery.

Qmatic operates in 122 countries and has 51,800 installations worldwide in the finance, retail, travel, healthcare and public sectors.

Company Profile

  • Consulting Services

    Qmatic’s consultants assist travel operators in improving the passenger experience when passing through an airport. This can help raise the airport’s community profile and increase its competitive advantage.

    Typically consultants from Qmatic undertake programmes mapping passenger journeys at peak times, identifying key triggers and pinch points, and providing recommendations for quick wins and long-term improvements.

    Travellers through Schiphol Airport in Amsterdam use Qmatic’s customer service point to select which airline they want. As they take a ticket they are placed in the virtual queue and will not have to stand in line whilst waiting for service at the transfer desk.

    Airport Customer Flow Management
  • Linear Queuing and Call Forward

    When linear queuing is well managed, the service provider can benefit from reduced service hours, a better use of floor space and big savings in the cost of resource.

    Linear queuing can start with simply laying out the line better and using barriers.

    This seemingly simple measure creates a great improvement and feeling of fairness.

    To get the biggest business benefits you need CFM methodology and the introduction of Qmatic’s electronic call forward systems.

    Airport Customer Flow Management
  • Barriers

    Our barriers are manufactured to the highest build standards and include our own patented safety tape cartridge.

    We have our own barrier manufacturing facility so we can bypass the middleman and sell directly to you, ensuring great prices without compromising product quality or after-sales support.

    Barriers combined with call forward gives you a linear queuing solution that is easy to install, for fast moving situations with high volumes of passengers.

    Airport Customer Flow Management
  • Customer Counting

    The challenge of providing adequate, well-priced, cost-effective and on-time transportation to passengers requires more than just planes, airports and personnel.  Much time and money is spent by private and public entities to ensure that these critical modes of transport function properly, safely and successfully. The goal is that passengers who need the service can depend on it and revenue is maximised.

    The customer counting solution ensures that managers, schedulers and operational and safety personnel understand the operational needs of the service based on accurate passenger counts.  Real-time count and location of current passengers is also available to improve reaction time during transit failures and emergencies.

    Customer counting is an additional, but totally aligned component of CFM. It can be used with both linear and virtual queuing systems to better manage the customer flow. As a result the client can get a more holistic view of the customer and staff situation in a face to face service environment.

    Airport Customer Flow Management

Company News

  • Airport Customer Flow Management

    The Great Experience 2014 conference for Qmatic clients and partners is taking place in Istanbul at the end of September. We are proud to announce that with 200 participants from 44 countries we …
  • Airport Customer Flow Management

    The annual global service design conference is being held 7-8 October and Qmatic is main sponsor. Besides exhibiting we are also running a workshop on “The Waiting Experience” together with Doberman and Richard …
  • Airport Customer Flow Management

    Today customers are in control. The success of a company depends on how well it can live up to the customer expectations. Listen to Daniel Lind, Head of Business Development at Qmatic, talking …
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  • Airport Customer Flow Management

    Qmatic has more than 100 partners around the world delivering value to our clients every day. We view our partners as an extension of the Qmatic team hence playing a key role in …
  • Customer Flow Management

    Bedfordshire - 3 December 2013 – Basildon Borough Council, which currently services 180,000 visitors per year, has announced that its Customer Experience Programme of Change, supported by Qmatic, has saved the council …
  • Airport Customer Flow Management

    In order to increase their operational efficiency and improve customer service, Commercialbank in Qatar have invested in CFM from Qmatic. So far ten Retail and three Islamic Banking branches are equipped with …
  • Airport Customer Flow Management

    Virgin Atlantic has recently invested in a new Customer Flow Management solution for their Staff Training Centre near Gatwick Airport Specifically, the Qmatic system is used in the travel shop and the …

Contact Company

Qmatic Group
P.O. Box 198
SE-431 23 Mölndal
  • +46 31 756 46 00