Queue monitoring system

Business need

Unstructured queuing areas are a big challenge for any airport. Striving to manage massive passenger flows, airport operators experience disjointed queue management through the lack of visibility into the queuing process. It results in low desk throughput, long waiting times, and, accordingly, unhappy passengers.

To boost operational efficiency and improve customer service, airport operators need a smart software solution that will provide them with real-time insights into the queue performance and help optimize resource utilization.

And we’ve developed such a system.


For this project, we have developed a robust AI-powered video analytics software for effective queue management.

The system reviews video streams from CCTV cameras across an airport, analyzes the data, and visualizes it in the form of heatmaps. It provides airport management with a clear, detailed picture of queuing areas.

The software also measures the key KPIs for each queue, including queue outflow, queue length, desk throughput, process time, and estimated waiting time. 

The system helps enhance resource allocation by identifying bottlenecks and overflows for individual queues and notifying airport management about them. 


Our customer is an airport operator who struggles with inefficient queue monitoring and management.


Passenger detection. In unstructured airport areas such as check-ins and bag drop-offs, passengers can mix up with greeters, airport staff, or visitors. One of the main challenges the system had to solve was differentiating passengers from greeters, airport workers, and visitors to ensure precise queue analysis and waiting times measurement and forecasting.

Counting. For this project, the system had to count the number of passengers standing in unruly lines.

Real-time analysis. The software had to identify groups of people, quickly analyze the data generated in the video stream, and provide a quick real-time response — trigger alert in case of bottlenecks or overflows and forecast waiting times for each queue.

Value Delivered

What was achieved:

  • The queue management process is optimized thanks to heatmaps from video streams;
  • The system eliminates the need for engaging additional staff and increasing the number of counters;
  • The system helps deliver better service and boost passenger experience;
  • With our software in place, there’s no need for manual queue monitoring.

Project Results

With our software in place, airport operators can:

  • Efficiently plan staff and resource allocation according to passenger flow and demand;
  • Reduce waiting times and optimize desk throughput to improve passenger experience and loyalty;
  • Gain valuable insight into airport operations to identify required improvements;
  • Completely automate queue monitoring process;
  • Anticipate passenger overflow and bottlenecks and instantly address them.

What our customers say

I lead a non-profit community and in response to the global pandemic around COVID-19, we've been developing a portal to help caregivers and others find emergent guidance and information. This portal is a critical gap-filler and crucial need in these trying times. I reached out to Softarex to help this volunteer effort, and in less than a week they had not only committed to helping us but had a fully ready team and were already making a difference. The development team has been a delight to work with, and we are seeing rapid progress as well as the quality of work. I couldn’t have hoped for a better experience.

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Ken Rubin
Executive Director, BPM+ Health
Anicia Gau
Co-Founder of Waitbusters

I’ve bеen working with Softarex for more than six years and three things were the cornerstones of our cooperation: quality, communication, and accessibility. These guys have always clearly understood all the functional specs I needed and gave me the best translation into the tech specs. All the databases were structured into the utmost flexibility – you can leave all the hardcoded stuff to the ancient times. Definitely 5 stars!

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Daan Hommes, MD, PhD
CEO at DEAR Health, Inc.

We hired Softarex Technologies, Inc. for a large, complex development project. They did an excellent job. The project was done on time and on budget. We continue to work them on new projects.

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Kevin Woodward
ReadyTech Corporation President

For all the time of working with Softarex Technologies, the difference between customer-contractor relations and partnership relations has become clear. That is exactly how this company builds the working process - you both (the company and its client) becomes partners. And it is not only to sign a contract, but it is also about negotiations, discussions, compromises, constant communication and joint decision making. Softarex will deliver its client a turn-key solution that exceeds all the expectations, all on time and within the budget. And after that, they will provide with a superior customer care that will maintain the relationships for years. Noventic provides devices and systems for the consumption-based collection and billing of water and heat and serves customers worldwide. Since 2010, various solutions in preparation of the internet of things (IoT) have been developed. For us, Softarex Technologies, Inc. has developed housing and public utilities solution - the future for energy suppliers. With the new system meter, readouts can be carried out at any time and fulfill upcoming regulations. The supplier can give transparency and thereby obtain trust from tenants and housing industries in the service. The team we’ve worked with earns praise for their timeliness, collaborative approach, and technical expertise. Their transparent clarifications minimize confusion and ensure clean high-quality deliverables.

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Thomas Ahlborn
Head of corporate marketing

We’ve been working with Softarex Technologies, Inc. team for over two years. These guys have brought us from the Stone Age to the Digital Age. Their team has developed the state-of-the-art billing and information management software for SYBE as well as web-based Clinic Management Software for SYBE's clients. Both solutions are at the cutting edge, meeting all the requirements and standards: ANSI 835, 837; Meaningful Use; HIPAA, HL 7 and ODBS compliant; ICD 10 Diagnostics, CPT/HCPCS, NDC numbers; CMS-1500 claims, etc.

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Steven Garrett
President of SYBE Medical Management

What I found extremely interesting in Softarex Technologies, Inc. it is the possibilities to use a wide range of technologies and each time get the same quality and time-requirement! I strongly suggest cooperating with Softarex Technologies!

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Carmine Mattera
IT Director at Artensys S.r.l.

Softarex Technologies, Inc. delivers “what” they promise, “when” they say they are going to complete a job and that is a great thing. Most business people “over promise” to get your money, and then they “under perform”. I appreciate your great work and professionalism. You have earned my trust! Keep doing what you are doing and you will build your business with great success.

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Marc R. Bakerman
President and Founder of The Child I.D. Program, Inc.