Queues at the entrance are the attendee's first contact with your event, and a bad initial experience conditions the entire subsequent perception. Reducing wait times not only improves satisfaction but also reduces pressure on staff and minimizes security risks from crowding.
Bottleneck analysis
Before looking for solutions, identify where the problem really is. The most common bottlenecks are:
- Slow validation: inefficient readers or poor connectivity
- Security screening: thorough checks that slow everything down
- Ticket redemption: converting reservations to physical tickets
- Insufficient information: attendees who don't know which gate to go to
Access point sizing
The general rule is to have 1 validation point for every 500-700 expected attendees per peak hour. But this varies depending on technology and process.
- With mobile QR: 400-500 people/hour per point
- With NFC: 600-800 people/hour per point
- If there's screening: reduce capacity by 30-40%
- If there's redemption: add specific points to avoid mixing flows
Entry time slots
Distributing entry into time slots drastically reduces queues. Instead of everyone arriving at door opening, you assign staggered times.
- Offer incentive for early slots (front row access, gift)
- Clearly communicate slots on tickets and in advance
- Allow some flexibility (e.g., 30 minutes before/after the slot)
- Works especially well for festivals and conferences
Technology that accelerates
Small technological changes can have a big impact on entry speed.
- Self-scan: kiosks where attendees scan their own tickets
- Offline mode: validation that works without connection and syncs later
- Pre-registration: data already verified before arriving at the event
- Fast lane: quick lane for those who meet certain criteria
Proactive communication
Much of the friction at entry is due to poorly informed attendees. Send prior communications with clear instructions: which gate to use according to ticket type, what to bring and what not to, how to have the ticket ready on your phone, and what to expect in the access process.
Conclusion
Reducing queues requires a comprehensive approach: correct sizing, efficient technology, optimized processes, and clear communication. Every minute you reduce in wait time is a direct improvement in the experience of thousands of attendees. Measure, analyze, and improve at each event.