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Queue Timing System

Heathrow Ambassador Program

Bespoke data capture and reporting tool to assist in airport operations and improve queue timings

Web Apps,  UI & UX,  API

An easy to use interface that allow staff at the airport to easily gather critical data.

Improving customer service at major airports

Devstars was hired in 2011 to build a system that allowed “ambassador” staff to capture data and provide queue timing systems.

The primary goal was to record “real-world” user journeys and provide efficiencies around the airport.

Heathrow Ambassador Program

The Challenge

In the leadup to the 2012 Olympics it was essential that immigration queue times were reduced.

Heathrow had to meet SLAs in place with goverment and airlines.

Staff needed an easy to use data entry platform to record key metrics all while engaging directly wiht the public.

The Result

We created a system that allowed these to be measured at 15-minute increments. Alerts were sent to border force staff to open more channels if queue lengths were in danger of breaching agreed SLA’s.


The user interface required careful consideration. The tablets Ambassadors were using needed to have an easy to use interface allowing as much eye contact with the public as possible.


The system was used at Heathrow until Lockdown, and was also rolled out to GatwickPortland and Atlanta Airports.


We have worked closely with both Capgemini and Cognizant to integrate the  data with other airport systems such as public information screens.

“Our experience of working with Devstars has been hugely positive.”

Simon Malster – Founder

Further rollouts

The platform was such a success for Heathrow it was rolledd out to Newark, Portland, Gatwick, Leeds Bradford and Many other airports.

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