Impossible Connections
Connections legal on paper that passengers say they can't make.
The job
Exposes transfer pairs whose minimum connection time meets the rules but fails passengers, prices what each failing pair costs, and proves that a schedule or airport fix worked.
The moment
The connection from Terminal 1 to Terminal 3 is allowed 55 minutes, which meets the rules. Yet in a month, 214 passengers described missing it, 70% blaming the bus gate, at an estimated cost of $1.2 million.
A replay of the transfer, based on passengers' own accounts, takes 71 minutes and misses the gate on screen.
The minimum connection time is raised to 75 minutes and a fast-track opens.
Six weeks later, stories of missed connections on this pair are down 61%, while pairs with no change are flat.
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
Stories of missed connections per 1,000 transfer passengers on each terminal pair, and the monthly cost of missed connections in dollars (rebooking, hotels and compensation).
Built for
- Operations
- Finance
