fast track: managing q line systems - · pdf filefast track: managing q line systems ......
TRANSCRIPT
Euro Attractions Show
September 30 – October 2, 2008 Munich, Germany
Presentation material is also availalbe at: www.iaapa.org
Fast Track: Managing Q Line Systems
Speaker Leonard Sim
1
LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
management of queuemanagement of queue--lines lines in theme parksin theme parks
Leonard Sim
Lo-Q plc
September 30th 2008
EAS September 2008 1LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
AgendaAgenda
1. Queuing basics
2. Queuing currencies
3. Passes and reservations
4. Virtual queuing secrets
5. Q-bot park experiences
6. Vision - a park with no queue lines?
2
EAS September 2008 2LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
Theme Park Queuing BasicsTheme Park Queuing Basics
Queues are a perfect self-regulating system
Queues show supply and demand in action
Parks cannot provide unlimited capacity
Leisure time is precious, but queues build anticipation
Queues measure ride value and park success
Tolerance of queue wait is proportional to ride attractiveness
A queue length near the tolerance level diminishes the ride
Guests don’t join lines beyond their tolerance level
Tolerance of waiting has fallen
EAS September 2008 3LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
Two Currencies in Theme ParksTwo Currencies in Theme Parks
Money
Guest have a wide spread of disposable income
Many will pay for freedom from queue line imprisonment
Time
Spending precious time in long queues is poor value
Most guests want a mix of thrills and leisure
Hard time or easy time?
3
EAS September 2008 4LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
Passes and Reservations 1Passes and Reservations 1
Front of line - paperUniversal, Busch, Tussauds
Six Flags in 2003
Front of line – magnetic ticketDisney Fast Pass from 1999
Developed from DDS/Alton
Q-bot virtual queuingTrials televised July 1998
Six Flags, Dollywood, Legoland …..Patent dated 1995
Guest pays a fee
Free to guest?
Guest pays a fee
EAS September 2008 5LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
Issues with PassesIssues with Passes
Front of line passes
Cause two tier resentment and operating difficulties
Parks limit the number of passes to control disruption
Fast Pass
Can be all gone early on a busy day on major rides
Moves wait time on a major ride to other rides
Guests don’t join lines beyond their tolerance level
Can mean extra walking for guests
4
EAS September 2008 6LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
True Virtual Queuing True Virtual Queuing
Fair to all guests
All guests wait the same time
Reservations are available all day
Availability of all rides is the same for all guests
Can extend to 100% of guests
The Q-bot
Reservations made anywhere in the park
All ride times shown on the Q-bot screen
Shared by groups up to 6
EAS September 2008 7LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
Virtual Queuing SecretsVirtual Queuing Secrets
Measurements, predictions
Queue lengths (people or time)
Real time ride throughput data
Collection of real time data
Communication of ride times
Screens, print outs
PDAs and mobile phones
Q-bots - friendly, simple, robust
y = 1.4118x - 8251.5
0
5000
10000
15000
20000
25000
0 5000 10000 15000 20000
5
EAS September 2008 8LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
QQ--bot Experiencesbot Experiences
Q-bots produce $millions
Payback within first season
High revenue source
High per capita average is well over $1
Park commitment is key
Signage, staff, ride access
Operational experience
Lo-Q has over 30 park years
EAS September 2008 9LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
Six FlagsSix Flags
In operation since 2001
First with Six Flags Over Georgia
9 parks using Q-bot
Over 3,000,000 guests have used the Q-bot
Gold service brings a large upper in price
Gold service is like renting three Q-bots
Q-bot demand as Six Flags Great Adventure opens
6
EAS September 2008 10LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
DollywoodDollywood
Now in second year
9 month long season, wide demographic
Show reservations
Q-bot gives access to the reservation kiosk
EAS September 2008 11LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
LEGOLANDLEGOLAND®®
Started March 2008
Almost all of the medium and large rides on Q-bot
Young children focus
Very low tolerance of queue lines
7
EAS September 2008 12LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
A Park With No Queue Lines?A Park With No Queue Lines?
Is there a technological solution?
Yes – VQ2020
Can the parks cope?
Where do the guests go? What do guests do?
What are the benefits?
Longer more relaxed stays; Shorter, more active stay
Parks can compete with emerging attractions
Interaction and communication with guests
EAS September 2008 13LoLo--Q plc Q plc -- World Leaders in Virtual QueuingWorld Leaders in Virtual Queuing
LoLo--Q plcQ plcLo-Q, with offices in USA and UK, has supplied patent protected systems to the theme park industry since 2001
Its customers include: - Six Flags Over Georgia, Six Flags Over Texas, Six Flags Great Adventure, Six Flags New England, Six Flags St Louis, Dollywood, Six Flags Great America, La Ronde, Six Flags Fiesta Texas, LEGOLAND, Madame Tussauds, London Dungeon
HEADQUARTERS
Lo-Q plcThe Smith Centre, Fairmile
Henley-on-Thames, OxfordshireRG9 6AB, UK
www.Lo-Q.com +(44) 1491 577 210