Impossible Connections
Connections legal on paper that passengers say they can't make.
The job
Expose transfer pairs whose minimum connecting time is compliant but fails passengers, price what each failing pair costs, and prove that a schedule or airport fix worked.
The moment
The Terminal 1 to Terminal 3 connection is 55 minutes and legal, yet produced 214 misconnect stories in a month, 70% blaming the bus gate, costing an estimated $1.2M. The Replay dot needs 71 minutes by passengers' own accounts and misses the gate on screen. The MCT goes to 75 minutes and a fast-track opens; six weeks later the card reads Improving: misconnect stories on this pair -61%, untouched pairs flat (n=214 vs 83).
What it does
- File MCT change, fast-track request or booking-page warning
- Register change with pre-registered verdict
- Open a pair's stories
What you see
Hub transfer matrix with an animated sprint replay, a change register and verdict cards
What it moves
Misconnect stories per 1,000 transfer passengers on each terminal pair, and $ of misconnect cost (rebooking, hotel, compensation) per month.
Built for
- Operations
- Finance
