Following a review of wait time data gathered by A2 Analytics technology, the airport was able to prove that vendors were not meeting the terms of their contracts. Due to poor service and passenger experience issues, two baggage service vendors were replaced, as they did not perform up to agreed upon contractual obligations.
Management also met with corporate representatives the poorly-performing airlines, offering the data as a resource for the companies to improve their efforts at the facility.
With a better knowledge of the facility’s baggage needs, thanks to the rich data provided by A2 Analytics, management is now able to provide accurate analytics on vendor performance. These numbers help provide a system of checks and balances for holding vendors to their contracts, improving customer experience and reducing travelers waits and dwell time throughout the baggage area.