The Challenge
A major international airline sought to improve mobility services for passengers needing wheelchair assistance across 13 airports. Managing over 600 wheelchairs in large, multi-level terminals was challenging and sometimes led to delays and decreased customer satisfaction.
The airline required a cost-effective, efficient solution to provide real-time visibility into wheelchair availability and location.
The Solution
The airline implemented a wheelchair tracking solution created in partnership with Thinxtra and Blackhawk, using 0G-enabled devices mounted securely to each wheelchair with custom brackets. Bluetooth Low Energy (BLE) beacons were strategically placed to provide precise indoor tracking, while Thinxtra’s 0G Network enabled cost-effective data transmission across terminals, ensuring easy wheelchair location updates for airline staff.
The Benefits
The solution allows staff to quickly locate available wheelchairs, reducing passenger wait times and improving wheelchair distribution. Automated workflows and accurate asset tracking have streamlined maintenance processes, increased asset utilisation, raised customer satisfaction, and optimised airport operations.
Blackhawk’s Role in Asset Management for Airports
Blackhawk is a New Zealand hi-tech company specialising in innovative asset management solutions that help businesses enhance workflow efficiency, monitor asset utilisation and improve the security of critical assets. Serving large enterprises across Australia and New Zealand, Blackhawk’s tailored solutions enable industries to optimise their operations and deliver high-quality service to their customers.
In partnership with Thinxtra, Blackhawk leverages Thinxtra’s low-cost, low-power IoT solutions to support a variety of applications, including this case study focused on wheelchair tracking for a major international airline, helping improve passenger mobility services across some of Australia’s busiest airports.
Challenges in Managing Wheelchair Assets Across Terminals
A major international airline’s ability to efficiently manage wheelchair availability and location across 13 airports is crucial to providing timely mobility services for passengers. With over 600 wheelchairs spread across sprawling airport terminals, locating an available wheelchair at a moment’s notice was an ongoing challenge, impacting passenger satisfaction, efficiency and flight schedules.
As the airline continued to grow, so did its operational needs, making it clear that traditional, manual methods of locating wheelchairs were no longer sustainable.
Despite having hundreds of wheelchairs on-site, Passenger Services faced significant hurdles in deploying these resources effectively. With limited visibility into wheelchair locations, staff relied on time-consuming manual searches, which left mobility-impaired passengers waiting, caused boarding delays, and impacted overall airport flow.
The demand for wheelchairs often fluctuated throughout the day, especially at peak times, making it difficult to ensure the right number of wheelchairs were accessible across different parts of the terminal. Apart from the immediate logistical challenges, the lack of visibility into the actual condition and usage of each wheelchair led to maintenance issues.
Some wheelchairs sat idle for extended periods due to broken parts or the need for maintenance, further reducing the number of available resources. Without an effective system to track which wheelchairs were in use, under repair or ready for service, it was challenging for staff to provide the high standard of assistance required for mobility-impaired passengers.
“This solution has been a game-changer for the airline. By collaborating with Thinxtra, we’ve helped the airline efficiently manage and maintain their wheelchair assets. Together, we’ve streamlined operations, reduced downtime, and enhanced the experience for both passengers and staff alike.”
Tina Tian,
Chief Operating Officer at Blackhawk.io
Additional Challenges in Mobility Services
Wheelchairs were often left unattended or misplaced in various areas across airport terminals, adding to inefficiency.
The airline also needed an effective way to monitor usage patterns, so the exact location of each wheelchair could be identified, down to the gate or floor. This would allow for improved planning, especially for specific wheelchair types, such as narrow aisle chairs used inside the aircraft. Many of these models were in limited supply, making it essential to have knowledge of their availability.
Furthermore, safety and liability risks were present. Misplaced or faulty equipment could lead to potential passenger injuries, and the lack of a robust tracking system to monitor chair locations and conditions increased the airline’s risk exposure.
Ensuring that all wheelchair assets were in safe, working condition and available where needed was crucial to maintaining passenger confidence and preventing costly disruptions.
Implementing a Wheelchair Tracking Solution
Recognising the importance of efficient wheelchair management, the airline implemented a comprehensive asset tracking solution, developed in partnership with Thinxtra and Blackhawk. Together, they deployed 0G-enabled tracking devices designed to provide precise data on wheelchair location and availability.
To maximise usability and minimise disruption, each tracking device was installed using a custom 3D-printed mounting bracket. This specialised bracket was both tamper-resistant and robust, seamlessly integrating the tracking device with each wheelchair, so it appeared as though the device had been factory-installed.
To address the airline’s need for accurate indoor positioning, Bluetooth Low Energy (BLE) beacons were installed at key locations across the terminals. These beacons enabled the solution to pinpoint a wheelchair’s exact location, including the specific gate, lounge or level within the terminal.
With this setup, mobility services staff could instantly access up-to-date information about wheelchair locations, making it significantly easier to deploy resources where they were most needed.
Thinxtra’s 0G Network offered the optimal connectivity solution for transmitting the low data requirements of the tracking devices. Its low-power, long-range capabilities ensured that the solution would be both affordable and efficient.
Battery life for each tracking device extended beyond five years, further reducing maintenance costs and allowing the airline to track non-powered assets like wheelchairs without frequent recharging or servicing requirements.
Streamlined Operations and Improved Service Quality
The new tracking system has reshaped the way mobility services staff operate. Staff now have access to wheelchair locations, reducing the need for manual searches. The system’s mobile application provides up-to-date information on wheelchair availability, asset conditions and maintenance requirements.
With these resources at their fingertips, staff can locate and deploy wheelchairs in under a minute, reducing passenger wait times and enabling a smoother boarding and disembarking process.
Maintenance workflows have also been greatly enhanced. When a wheelchair requires repairs or maintenance, staff can use the mobile app to submit a digital work order directly to the maintenance team.
This automation minimises downtime for each wheelchair, ensuring repairs are completed promptly, and that wheelchairs are returned to service as quickly as possible. Additionally, every wheelchair’s status updates within the system, allowing staff to track which assets are available, in use, or under maintenance without relying on manual updates.
Integrating BLE beacons with the 0G Network has not only reduced the workload of mobility services staff but has also automated several processes that previously required extensive administrative tasks. Manual record-keeping and tracking paperwork have been replaced by an automated system that constantly monitors asset location, condition and usage.
This shift has improved reporting accuracy and streamlined operations, allowing staff to focus on passenger care rather than logistical challenges.
Enhanced Passenger Experience and Higher Customer Satisfaction
For passengers requiring mobility assistance, the tracking solution has made a noticeable difference. The airline has seen a reduction in wait times and an increase in customer satisfaction among mobility-impaired passengers.
The enhanced visibility over wheelchair locations allows staff to ensure that wheelchairs are readily available when and where they are needed, significantly contributing to faster aircraft turnaround times and reducing delays during boarding and disembarking.
With reliable data about wheelchair availability, the airline can respond to passenger needs in real time. Enhanced service quality translates to a better overall experience, which is critical in today’s competitive airline industry.
The solution also helps ensure that specialty wheelchairs, like aisle chairs, are easily accessible when required, providing a smoother experience for passengers from terminal to aircraft.
“Our partnership with Blackhawk has provided the airline with a powerful tool to deliver timely, high-quality service to passengers needing assistance. The solution’s reliability and ease of use allow them to provide consistent, efficient support across their busiest airports.”
Sam Sharief,
Chief Operating Officer at Thinxtra
Results and Key Outcomes
- Reduced passenger wait times: With wheelchair location data available at all times, staff can locate and deliver wheelchairs in under a minute, leading to fewer delays and an improved service experience.
- Increased asset utilisation: Asset tracking enables more efficient use and distribution of wheelchairs, ensuring they are available where and when needed.
- Enhanced customer satisfaction: Faster response times and reliable wheelchair availability have led to higher satisfaction among mobility-impaired passengers, improving their overall travel experience.
- Improved maintenance workflows: Automated digital work orders and real-time updates streamline maintenance, ensuring wheelchairs are promptly repaired and returned to service, further increasing availability.
- Optimised operational efficiency: By eliminating paperwork and manual searches, the airline has streamlined processes, freeing staff to focus on passenger care and service delivery.
With the IoT-based tracking system in place, the airline has successfully addressed a critical service gap, elevating passenger mobility support and satisfaction. The solution’s low maintenance requirements and cost-effective network make it ideal for wheelchair tracking across multiple airports, setting a new standard for mobility services in airport operations.
The airline now benefits from more efficient, timely wheelchair availability, significantly reduced passenger wait times and enhanced asset utilisation across its airport network. Thinxtra and Blackhawk’s partnership has proven invaluable, creating an effective and scalable solution that improves daily operations, streamlines mobility services, and ensures passengers receive the high-quality service they expect.
