Overview
INDUSTRY
Airlines
PROJECT
Implement an AI-enabled analytics and camera-based monitoring solution.
SOLUTION
AI powered video analytics
The Project
Overview
A major airline carrier was experiencing significant passenger congestion at one of its busiest airport terminals. Long lines frequently extended beyond the check-in counters, wrapping down hallways and creating safety concerns that occasionally required intervention from airport authorities.
The airline needed a clear, data-driven understanding of what was causing the delays. They also needed a partner who could deploy technology that would help them make confident operational decisions.
Bailiwick partnered with the airline’s corporate and local station leadership teams to implement an AI-enabled analytics and camera-based monitoring solution. The goal: identify wait-time issues, uncover root causes of the wait times, and equip teams with actionable insights to improve passenger flow.
Using AI to help identify bottlenecks in the queue.
The Challenge
During peak travel periods, the airline’s check-in lobby became overwhelmed with passengers. Lines often extended so far that they blocked key walkways and created safety hazards.
“We would have our entire lobby full, and then the line would wrap around behind the check-in desk and down the hall toward baggage claim,” said the site General Manager. “It became so significant that the fire marshal would sometimes show up and tell us we had to move people.”
The local team knew something had to change, but they needed real, quantifiable data to support operational adjustments such as retiming flights, reallocating staffing, or securing additional terminal space.
The Solution
Bailiwick collaborated closely with the airline’s corporate office and local station management to deploy a targeted technology solution.
This included:
Camera-based visibility into queue lengths and passenger flow
Real-time monitoring of lobby congestion
Analytic tools to measure wait times and identify operational bottlenecks
On-site coordination with station leadership to ensure minimal disruption
The system provided objective evidence the airline could share internally to justify operational changes.
“It gave us the ammunition to clearly prove that we had to do something different.”
– Regional General Manager.
With visual and analytic data readily available, leadership could confidently evaluate options such as adjusting flight schedules, increasing staffing, or expanding lease space within the terminal.
The Results
The deployed system delivered immediate benefits:
- Improved Operational Awareness: Teams gained clear, real-time visibility into peak congestion periods and queue patterns—insights previously unavailable.
- Data-Driven Decision-Making: Leadership could now support strategic operational changes using quantifiable evidence rather than observations alone.
- Enhanced Passenger Experience: By understanding true wait times and identifying root causes, the airline was positioned to streamline check-in operations and reduce lobby congestion.
- Stronger Internal Alignment: Corporate and local teams could collaborate more effectively using shared data and insights.
Looking Ahead
The airline’s team noted that the solution opened doors to additional possibilities for improving passenger flow and operational efficiency.
“We really enjoy having the tool, and we see so many other potential future uses,”
– Site Manager.
The engagement ultimately equipped the airline with the insights needed to improve safety, reduce congestion, and enhance the traveler experience—all while establishing a foundation for future innovation.