Optimizing Passenger Communication at Liverpool John Lennon Airport
Case Study
A fully integrated announcement system centralizes passenger communication at Liverpool John Lennon Airport, delivering clear, multilingual updates in real time. Seamlessly interfacing with existing PA and AODB systems, it streamlines operations and reduces manual workload.
PAXGuide
Solution
Airport
Vertical
2024
Launch
About the Customer
Liverpool John Lennon Airport is a significant international gateway located in Liverpool, United Kingdom. The airport plays a crucial role in the region's economy and serves millions of passengers annually. It is the Faster, Easier, Friendlier Airport of choice for passengers from across the region, recognised for its relaxed, hassle-free environment and best in class operational performance and has won local and national awards in recognition of its excellent customer service. Among the awards, Liverpool Airport has been recognised as the UK's best airport by Which consumer group for the last 2 years in a row.
The Challenge
Before implementing an automated announcement system, Cologne Bonn Airport relied on manual announcements, leading to inconsistencies, delays, and inefficiencies in passenger communication. Announcements were handled independently at different information desks and control rooms, making coordination difficult. Airlines had to manually announce boarding calls, which resulted in inconsistent messaging and additional workload for staff.
As an international hub, CGN needed a multilingual solution to effectively communicate with passengers from diverse backgrounds. Additionally, without AODB integration, flight changes, cancellations, and gate updates had to be announced manually, increasing operational delays. To ensure high availability and reliability, CGN also required a redundant, locally hosted solution capable of functioning independently from cloud-based infrastructure.
Solution
In collaboration with Liverpool John Lennon Airport, Sittig Technologies implemented it´s comprehensive, cloud-based PAXGuide Automatic Announcement system to enhance communication and passenger information. This state-of-the-art solution, which went live in June 2024, includes the following key components:
PAXGuide Automatic Announcement System:
The PAXGuide system was installed to optimize and automate the airport's announcement process. This cloud-based system features an interface with the airport's AODB system (Azinq Airport Hive), enabling real-time updates and accurate information dissemination.
PAXpaging Central Announcement Application:
PAXpaging serves as a centralized announcement platform. The web application allows for automated announcements in various languages, leveraging its integration with the AODB system. The platform provides maximum flexibility for adding and modifying announcements as needed.
Text-to-Speech Engine:
Liverpool John Lennon Airport utilizes PAXGuide’s built-in Text-to-Speech (TTS) engine in several languages to make all announcements. This feature ensures that announcements are clear and comprehensible to a diverse passenger demographic.
TTSforms for Terminal Operators and Staff:
Terminal operators and airport staff use PAXpaging’s TTSforms to quickly select from a variety of announcement templates for different incidents. These forms also allow the addition of specific information using the Text-to-Speech engine, facilitating fast and efficient communication.
Integration with Bosch Praesideo PA System:
The system seamlessly interfaces with the Bosch Praesideo Public Address system, ensuring effective audio distribution throughout the airport.
PAXModular IP-Paging Stations:
Additional Sittig PAXmodular IP-paging stations round off the system and enable the airport staff to make manual announcements in high quality and to record announcements in PAXpaging.
“We are constantly looking at ways to improve the customer experience and when we met the guys from Sittig, we quickly recognised that they had a product which would significantly improve how we communicated with our customers whilst they were in our terminal. Sittig allows us to automate key messaging and deliver it in multiple languages at the touch of a button. We’re delighted with the results and can’t recommend them highly enough in how they approached the project from start to finish”.
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Paul Staples
Airport Operations Director, Liverpool John Lennon Airport
Enhance Passenger Experience
Deliver clear, native-language announcements to create a calm, informed environment.
Improve Passenger Flow
Ensure passengers are guided efficiently with precise, timely information based on live data.
Enhance Operational Efficiency
Simplify operations by automating announcements, freeing up staff for more critical tasks.
Reduce Operational Costs
Lower operational expenses by leveraging automation to minimize manual efforts.