Philadelphia International Airport (PHL) has completed the second phase of its Queue Management System (QMS) to provide passengers with real-time updates at security checkpoints via in-terminal digital signage and on phl.org. PHL’s Terminal A-East and A-West are the most recent security checkpoints to monitor and display passengers wait times in real time. Monitors were first installed at the D/E checkpoints in November 2021 as part of a pilot program. 

"The pilot program gave us an opportunity to understand the system and review how it interacted with passenger volume and what passengers thought of the tool,” said PHL Chief Information Officer Allen Mehta. "We learned that knowing how long it would take to get through the checkpoint reduced passengers’ anxiety. We’re happy to now complete the QMS installation throughout all of our checkpoints.” 

QMS SignageDigital displays in ticketing and along the approach to the security checkpoint from all points of entry let PHL passengers know exactly how long it will take to get through the checkpoint. Passengers can decide if they will have time to relax and grab a bite to eat or shop before their flights, or, if they are arriving close to boarding time, seek assistance or an alternate security checkpoint with shorter lines.

PHL selected LiveReach Media’s (LRM) platform for its QMS program. The system uses a fusion of sensors placed strategically from the start of the security queue through the entire screening process to measure passenger dwell time. The data is fed to digital displays at key locations in the airport and to PHL’s website. Information is updated every 30 seconds based on the current checkpoint status.  

There are 12 monitors in place at Terminals A-East and A-West, along with the nine previously installed at Terminal D/E. Installation of QMS monitors at PHL’s Terminal B and C checkpoints is expected to be completed by the end of the year.