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It's right there in the article: > With this data, JFK is able to display accurate wait times to reduce passenger frustration and to notify staffing if areas i
by eli 11y ago
It's right there in the article:
> With this data, JFK is able to display accurate wait times to reduce passenger frustration and to notify staffing if areas in the terminal are becoming congested, so staff can identify and rectify bottlenecks before they escalate.
If you're confused about the first part, there is research that shows waiting for an unknown amount of time causes more anxiety than if the wait time is known. See e.g. http://davidmaister.com/articles/the-psychology-of-waiting-lines/ http://davidmaister.com/articles/the-psychology-of-waiting-l...
- donarb 11y agoReminds me of the story about baggage claim at Houston's airport. They kept getting lots of complaints about how long it took for people to wait for their bags after getting off their flights. To fix this they moved the claim area further away from the gate, it took people longer to get there but the same amount of time for the bags to reach the claims area. Complaints went way down. https://www.nytimes.com/2012/08/19/opinion/sunday/why-waiting-in-line-is-torture.html https://www.nytimes.com/2012/08/19/opinion/sunday/why-waitin...