Case study: How a major US airline restored premium service to its lounges with Density occupancy sensors

Challenge

Behind the barista steam and clinking glasses of one airline’s airport lounges lurked a problem: the calm wasn’t evenly distributed across the different locations. Some lounges felt like meditation centers while others at the same airport resembled coffee chains during morning rush. 

This US airline, which welcomes nearly 20 million lounge visitors a year, needed a way to maintain a serene, pre-flight vibe—no matter the airport code. The challenge? Uneven guest traffic across lounges often resulted in overcrowding in some spaces and underuse in others. 

The airline needed to:

• Maintain a calm, premium atmosphere in all lounges during peak times
  
  
• Give travelers visibility into lounge busyness so they could pick quieter ones over crowded ones
  
  
• Make sure staffing and amenities like drinks and meals were aligned with real-time demand
  
  

Solution

The airline decided to install Density’s Entry sensors in all their domestic lounges across 37 US airports nationwide to capture precise occupancy counts in real time. They used Density’s API and platform to power:

• Internal operations, enabling staff to reallocate resources so that lounges were appropriately staffed and amenities were restocked based on demand
  
  
• The airline’s mobile app, showing travelers live busyness so they could choose both the closest and least crowded lounge
  
  
• Digital displays located by lounge entrances, showing real-time occupancy and lounge wait times

Bottom line: With Density sensors and analytics, the airline’s lounge operations teams could redirect guests to less busy lounges. They could also adjust staffing levels to ensure consistently smooth service travelers expected, even at peak times.

Results

• Enhanced guest satisfaction: Guests can now select a lounge based on live busyness before arriving, helping the experience meet their expectations.
  
  
• Reduced crowding: Traffic is redirected away from the busiest lounges, creating a more premium environment for the travelers who are there
  
  
• Smarter staffing: Real-time occupancy data helps match staffing levels to demand throughout the day
  
  
• Operational agility: Lounge teams can respond to changes in occupancy within minutes, not hours
  
  

Why it worked

• Real-time precision: Density’s sensors deliver accurate occupancy counts, eliminating guesswork
  
  
• Smooth API integration: Seamless data delivery into both guest-facing and internal airline systems
  
  
• Data-backed scale and consistency: From JFK to LAX and beyond, live occupancy insights allow staff to anticipate guest needs and maintain the brand’s high service standards.

Want to find out more about how Density is helping airlines elevate their lounge experiences. Check out From packed to luxe: How occupancy sensors are saving the airport lounge experience. 

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