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"We have been impressed by how smoothly MFlow has enabled us to use the information gathered to understand our customers’ movements and to personalise journeys accordingly. By working alongside our existing infrastructure we now have the advantage of leveraging existing investments to increase the use of biometrics. These enhancements are another step towards a seamless passenger experience as we continue to prepare London Gatwick for future growth and a second runway."

Michael Ibbitson - Chief Information Officer, London Gatwick Airport

MFlow automatic passenger registration at South Terminal ePass gates
MFlow passenger registration at South Terminal Security
MFlow passenger reconciliation at South Terminal boarding gates
MFlow passenger registration at North Terminal departures
MFlow passenger reconciliation at North Terminal boarding gates

Background

In 2011, Human Recognition Systems (HRS) delivered with Gatwick Airport innovative technologies into the £45m South Terminal refurbishment and in support of Gatwick’s ambitions to deliver a better passenger experience.

The challenge

In 2013, HRS was requested to extend MFlow to cover the North as well as South Terminals and at the same time to consolidate and displace disparate systems that previously managed passenger verification.

The Solution

MFlow enabled the business requirement by extending the previous version deployed in 2011 to include complete end to end passenger verification management. This entailed taking over control of all barcode readers, existing eGates and providing elegant graphical user interfaces on manual clients to permit the passengers’ ticket presentation and aircraft boarding checks.

The solution was complimented with an updated dashboard to give real-time status information on the end-to-end solution.

The Result

The upgraded solution has replaced incumbents and unified disparate systems including barcode scanners since its deployment at the airport, leading to a reduction in operational costs.

MFlow v3.0 provided an end-to-end biometric solution that has enabled London Gatwick to automate passenger identification, enhance its overall passenger experience and grow the airport’s non-aeronautical revenue.

Now in use by passengers in London Gatwick’s North and South Terminals, MFlow has led to security improvements and received positive feedback from passengers, airport personnel and airline staff for its ease of use.

Utilising the full features of MFlow presents the opportunity for the airport to validate passengers at all stages of the process and to manage passengers across a series of identity points – from car parking to ticket production to purchasing a discounted product in the retail space.

MFlow uses unobtrusive iris recognition technology to enrol passengers, and the technology has facilitated an automated boarding trial for London Gatwick’s passengers with the ability to check in and deposit hold luggage via designated self-service bag drops. For passengers travelling with only hand baggage, the enrolment process will take place at security ticket presentation.

More work

We’re incredibly proud, not only of the work we’ve done, but also who we've done it for...

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