Transforming a Meet & Greet operation
When Newcastle Airport’s Meet & Greet check-in began to see queues during busy summer periods, the team knew it was time to rethink their approach. “Our Meet & Greet product is a premium service,” explains Jonathon Ward, Commercial Manager at Newcastle Airport. “Customers were occasionally queuing longer than we would have liked – and that just didn’t reflect the level of experience we wanted to deliver.”
Already a long-standing Parkspace customer, the Newcastle team began exploring ways to improve their on-the-ground operations. They decided to introduce a more streamlined check-in process using ParkIT self-service kiosks and online check-in tools. They wanted a solution that could be rolled out in stages, giving staff time to adapt to the new system.
The impact was immediate. Check-in times dropped dramatically, with queues disappearing even during the airport’s busiest summer season. Despite a 15% increase in Meet & Greet bookings, the team recorded no queueing issues throughout the entire period. “Seeing growth without queues is a real success for us.,” Jonathon says.
Challenges
Queues during peak periods caused delays which impacted customer experience.
Slow check-in processes reduced the efficiency of the car park and lowered perceived value, as customers expected a fast and seamless handover for a premium service.
Increasing booking volumes year-on-year put pressure on the existing system to manage more vehicles without extending wait times or affecting operational flow.
Solutions
Parkspace Pre-book platform – The team was already using Parkspace, so integration was seamless and existing data flows directly into the new system.
ParkIT Operator Portal – Moving from manual to digitised processes enabled key tracking and better visibility
Online Check-In – Customers can check in ahead of arrival, improving passenger flow and allowing for better workforce management.
Check-in Kiosks (x2) – Introduced faster, self-service check-in for customers and reduced congestion during busy periods.
Coming soon: KMOS Lane Allocation – Will allow the team to configure lanes, manage time slots, guide drivers, report and allocate effortlessly.
Outcomes
- Queues eliminated, delivering a faster, smoother Premium Meet & Greet experience
- Check-in times cut by over 50%, with online check-in taking just 30 seconds and around one minute at kiosks
- +15% YoY growth in parking volume, achieved with no queues and an even better customer experience
- Around one-third of customers now use self-service, showing strong adoption while keeping face-to-face options available
“The integration with our existing Parkspace booking system was seamless”
““Everything just worked from day one, which made the whole process really smooth.”
Craig Smith, Operations Manager, Ground Transport
“The team have adapted very quickly and the system has become a seamless part of their process”
Jonathon Ward, Commercial Manager
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