How Changi Airport Transformed Traveler Flow with Qwaiting

Changi Airport in Singapore is a global benchmark for operational excellence and passenger experience. Changi manages over 68 million travelers annually and has earned more than 650 international awards, consistently ranking as the world’s best airport.

With four terminals running round-the-clock and frequent flight delays or schedule changes, managing passenger flow, especially for high-demand facilities like restrooms, became increasingly complex.

To address this, Changi Airport turned to Qwaiting's intelligent queue management solution. By deploying our smart, automated system, Changi reduced wait times and empowered staff with better control over high-volume scenarios.

Here's how Qwaiting helped one of the world’s most iconic airports transform a routine process into a frictionless, efficient experience.

The Real Problem: Managing Huge Crowds & Restroom Chaos

Despite being an extraordinarily beautiful airport, Changi was dealing with difficulties managing its bookings and traveller flow in 2018. It resulted in:

Overcrowded Restrooms

Delayed or missed flights caused overcrowding in the lounge and restrooms. This affected cleanliness, comfort, and the airport’s image.

Too Many Enquiries

Lack of directions at airports confused travelers. They had to ask the staff where the nearest available restroom was. This slowed down the service desks.

Unpredictable Traffic

Because there was no solid software to track the visitor journey, some areas remained empty, while others overflowed with passengers. There was no way to guide people efficiently.

No Booking System

Unplanned flight delays or missed flights caused high traffic at restrooms that had no booking or waitlist feature, leading to delays and frustration.

The airport’s operations team knew it was time to upgrade their systems. They needed a smarter solution that would help passengers know where to go, how long to wait, or let them book a restroom slot before they got there. That’s when they found Qwaiting.

How Qwaiting Solved the Problem

For an internationally award-winning airport like Changi, ignoring travelers' comfort was not an option. To automate their booking processes and provide maximum booking convenience to the people, Qwaiting offered Changi Airport more than just software.

Here’s what we deployed at Changi:

1. Self-Service Restroom Booking Kiosks

• Kiosks were installed near terminals and rest areas.
• Travelers could book a restroom slot with a single tap.
• The screen showed wait time and nearby restroom availability.

2. Virtual Queuing with Digital Tickets

• No need to stand in line.
• Passengers received a digital ticket and waited comfortably.
• They were notified when it was their turn.

3. Real-Time Dashboards for Staff

• Live updates on restroom occupancy.
• Staff could monitor usage, manage cleaning, and spot problems instantly.
• Decision-making became data-driven.

4. Digital Signage Throughout the Airport

• Smart screens showed available restrooms and the shortest wait times.
• Guided foot traffic and reduced crowd jams.

The Results: Changi’s Big Wins After Using Qwaiting

After implementing Qwaiting smart solutions, Changi Airport saw major improvements in just 30 days. Here’s what happened:

1. Queue times reduced by 45%

• Travelers no longer had to stand in long restroom lines.
• With virtual tickets, they could relax until their turn came.
• Staff noticed shorter lines and calmer crowds.

2. Staff Productivity Increased by 28%

• Fewer interruptions asking “Where’s the nearest restroom?”
• Cleaning teams used real-time occupancy data to clean faster and smarter.
• Frontline teams spent more time helping, less time managing lines.

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