3D sensor technology deployed at Kuala Lumpur Airport to reduce queue times

Kuala Lumpur International Airport (KUL) has implemented new 3D sensor technology for its Automated Queue Management System (AQMS) in order to manage and reduce queue wait times to under 10 minutes.  

The AQMS leverages Internet of Things (IoT) technology to accurately count the number of people in a certain area; proactively monitor congestion and overcrowding; and alert ground staff for necessary intervention to reinforce and comply to service level standards and Standard Operating Procedures (SOP).

As such, the AQMS also acts as the airport’s latest preventive measure in combating the COVID-19 pandemic by enabling safe physical distancing and complying to the new norms.

As part of Malaysia Airports’ – operator of Kuala Lumpur International Airport – Airports 4.0 transformation, the data on the wait times from the AQMS will be integrated into Kuala Lumpur Airport’s Flight Information Display Screens (FIDS) and ‘MYAirports’ mobile app at a later stage in order to allow passengers to plan their journey at the airport better.

The first phase of the AQMS has been completed for all security screening check points, including the boarding gates. The system will be implemented at all critical touchpoints, and the subsequent phase that is currently in progress for check-in, immigration and customs is set to be complete by June 2021.  

Chief Executive Officer of Malaysia Airports, Dato’ Mohd Shukrie Mohd Salleh, said: “With the digital technology in place, we will transform airport processes into more efficient services that will better serve our passengers in terms of safety and convenience. The AQMS will take away the stress of long wait times and ensure effective physical distancing at all major touchpoints. For the airport, the AQMS fits both our aspiration in fighting the pandemic and our ongoing Airports 4.0 transformation.”

The AQMS uses 3D sensors that monitor real-time conditions, such as a simple change in temperature and lighting conditions, and a complex algorithm automatically detects long queues and wait times. This real-time information is then channelled to the backbone of airport operations at the Airport Operation Control Centre (AOCC), whereby resources can be deployed immediately to help to ensure fast service and smooth passenger flow. Crowd control can be effectively carried out in accordance with the SOPs to further assure passengers of their safety, even when queuing. 

“Ultimately, we remain focused on our Airports 4.0 journey in future-proofing our services and heightening the passenger experience. We hope to create strategic value to all the relevant partners and government agencies by leveraging the data captured from the AQMS to be more efficient and effective in resource planning and allocation. This distribution of analytics is a concerted effort for the airport community to work together in enhancing the passenger journey.” Dato’ Mohd Shukrie added.