• Joe Breitfeller

British Airways Trials Digital Queuing Technology From Qmatic

British Airways will trial new intelligent queuing technology from Qmatic that will allow guests to virtually queue at check-in by pre-booking a slot time prior to arrival at the airport. The three-month trial will take place for select flights departing LHR Terminal 5.


British Airways Trials Digital Queuing Technology - Courtesy British Airways

On Wednesday (May 12, 2021), British Airways announced the launch of a trial of intelligent queuing technology from Qmatic that will allow guests to virtually queue at check-in by pre-booking a slot time prior to arrival at the airport. The three-month trial will take place for select flights on departure from Terminal 5 at London-Heathrow (LHR). Customers on the trial flights will be sent an e-mail invitation to book their personal check-in time. When it is time for the guest to check-in, Qmatic will notify the customer who will then proceed to a dedicated desk to be assisted by the airline’s customer service team. Customers electing not to participate in the trial can proceed as normal, or join a virtual queue upon arrival by scanning a QR code.


In Wednesday’s announcement, British Airways’ Head of Heathrow Customer Experience, Declan Pollard, said,


“In this new Covid-19 era we know that customers have been travelling less frequently than they normally would, and in most cases not at all. We understand many people will feel unfamiliar with the airport journey, so we are committed to exploring how technology can simplify that experience for them. This technology means that our customers can plan their departure knowing that they have a personalised check-in time. We think this technology, coupled with digital travel apps, will help efficiently manage the flow of customers in the airport at any one time and give our customers reassurance.”


Further commenting on the trial, Mark Brackley, Managing Director of Jade Solutions, the exclusive supplier of Qmatic in the UK, added,


“The intelligent queuing solution will provide British Airways’ customers with the ability to add themselves to a virtual queue and see their position change in real-time, all from their phone. We are excited to be working with British Airways to trial this technology.”


British Airways will be the first airline to trial Qmatic, which is currently used extensively in the public sector, retail stores, healthcare facilities and financial organizations worldwide. Some existing customers include BP Service Stations, the Tate Modern and the Post Office in the UK.


British Airways is also trialing digital travel apps that ensures customers meet destination entry requirements before arrival at the airport. Customers can currently use VeriFLY on all flights to the U.S., Canada and France, as well as on all inbound flights.


Additionally, the carrier has been assisting in the development of the IATA travel pass. British Airways’ guests traveling to Cyprus, Germany, Greece, Italy, Spain and Portugal, can now also upload their negative COVID-19 test results and other documentation directly at ba.com for pre-travel verification.



Source: British Airways