Is the turnaround the key to passenger delight?

In the aviation industry, punctuality isn't just about sticking to schedules. It affects an airline's Net Promoter Score (NPS) and reputation. A mere 1% decrease in on-time performance can lead to a 0.6% decrease in NPS, according to Frost & Sullivan.

So why does on-time performance matter to passengers? You're a traveler at the airport, eagerly waiting to board your flight. Suddenly, the announcement of delays due to avoidable issues interrupts your excitement. Like countless other passengers, you depend on airlines to honor schedules and ensure a smooth journey so that you can reach your destination and commitments on time. However, these avoidable delays disrupt your plans and trust.

Some delays, such as weather incidents, can’t be avoided, which means the events that can be controlled need to be precisely optimized, and here, each second counts.

Optimized turnaround

The turnaround spans from the aircraft parking to its pushback and involves hundreds of tasks carried out by different people and organizations. The turnaround presents lots of opportunities to lose or gain time depending on these processes.

Computer vision, data, and analytics can optimize the turnaround process, improve on-time performance, and thus win back passengers' trust. With computer vision AI, live video streams can be captured and analyzed in real time, identifying operational bottlenecks and potential delays. Coupled with analytics, proactive measures can be taken to optimize efficiency and minimize turnaround time - significantly different from the time-consuming manual checks that still take place at many airports. In a nutshell, it allows airlines and airports to prevent delays before they occur.

Real-time data integration and advanced analytics techniques streamline operations by providing insights to optimize resource allocation, staffing, and workflow management. We have tested a number of solutions to help our airline and airport customers save and win back time.

Decreased taxi-in time

At Seattle-Tacoma Airport we reduced the average taxi-in time by almost a minute. A comparison of taxi-in times for aircraft heading to gates where Assaia is active versus gates without Assaia showed that whereas taxi-in times increased for aircraft heading to non-Assaia gates, they decreased for aircraft heading to Assaia gates.

Reduced ground delays

By receiving real-time alerts and having actionable information, JFK International Air Terminal reduced ground delays by 5 minutes per flight for their participating airlines. In contrast the airlines not using gates with Assaia saw no change in their ground delays. Leveraging computer vision and data, all turnaround events are overseen to ensure gates are ready and ground handlers are fully prepared for incoming flights.

Reduction in average excess gate holding time

Airlines using Assaia gates at Seattle-Tacoma Airport have reduced their average gate holding time by 79%. This means customers can get off their plane faster and avoid the frustration of waiting for departing aircraft to clear the gate - a clear win for net promoter points.

Get control of the turnaround

Assaia is reducing taxi-in times, ground delays, gate holding time, and overall cost for airlines around the world. With real-time data and advanced AI analytics, Assaia is the leader in providing solutions to optimize the turnaround - delivering significant financial benefits on top of greatly improving customer experience.

Frost & Sullivan estimate airlines could avoid costs of $9.4 billion and improve on-time performance by 2.1 percentage points by embracing data and analytics. Assaia’s powerful AI platform works with airlines and airports across the globe to constantly monitor their operations and ensure optimal efficiency. If you want to learn how you can leverage Assaia’s technologies to deliver better customer experiences while driving business objectives, please get in touch.


The use of Assaia's TurnaroundControl has provided our Airline Partners, Ground Handlers, and Service Providers with full visibility of the aircraft turn processes. The data, predictability, and visibility enhances our collective efficiency and resilience at Toronto Pearson. Paired with our A-CDM initiative, Assaia's TurnaroundControl provides crucial data driving A-CDM processes, a reduction in turn times, and a noticeable increase in on-time performance.

Dean Wright
Associate Director, Gating & Airport Flow

The way Turnaround 2.0 uses AI and machine learning to boost our zone controllers' efficiency is remarkable. They can now manage multiple gate activities with more focus on handling exceptions, rather than multitasking. Turnaround 2.0 is more than a tool for the present; it's a foundation for 'United Next,' growing with us and helping us surpass our operational goals efficiently.

Daniel Reed
Director of Station Operations, United Airlines

Our focus is to use innovation to make our operations smoother. We have selected Assaia because of the capabilities of the tool. But it is also really important for us that it has a good record of successful implementation, so we know it will deliver for us, for our airlines and ultimately for our passengers.

Dr Babett Stapel
Managing Director, Fraport Slovenjia

We are optimizing all our processes on the apron to shorten the time each aircraft needs to be on the ground, which benefits both our passengers and our airline partners. This is a common issue across our airports and we are talking to all of them about this technology.

Claus Grunow
VP of Corporate Strategy and Digitalization at Fraport

We are pleased to partner with Assaia to implement the ApronAI Turnaround Control solution at T4. This new solution will not only optimize operations and our work with our business partners, but will also help us to ensure a first-class customer experience at T4.

Roel Huinink
President and CEO, JFKIAT

For most airports, the apron is a a black box. Assaia finally gives our ground staff full insight into every turnaround. This allows them to focus on what really matters, while simultaneously making the work environment safer.

Jason Aspelund
Former Manager Strategic Performance, Alaska Airlines

The real-time and historical insights that can inform both airport and airline operations make this solution a clear winner for everyone.

Craig Paul
Director of Technology & Innovation , Halifax Stanfield International

Assaia's product allows airports and airlines to collect, track, and analyze data in real time; this innovation removes inefficiencies and optimizes performance.

Jim Lockheed
JetBlue Ventures

We’re creating the airport of the future, and innovation in apron operations will directly improve the passenger experience. We are laser focused on innovations that will make Pearson and its whole apron ecosystem more efficient while reducing our carbon footprint.

Deborah Flint
President and CEO GTAA

SEA needed an innovative solution to our capacity problem and have worked with Assaia to optimize the turnaround process resulting in reduced taxi times and increased passenger satisfaction. Assaia has exceeded our expectations, consistently delivering on-time & on-budget.

Samer Tirhi
Airline Scheduling Coordinator, Seattle-Tacoma International Airport

With the help of Predicted Off Block Time from Assaia. JFKIAT Operations can be proactive to reduce or eliminate any delays and gate holds

Stephen Tukavkin
VP IT & Digital, JFKIAT

I had mentioned before, great innovation on your part. With these types of improvements, T4 is always leading at JFK. Thank you

COPA Station Manager

We are proud to be partnering with the Assaia team in our mission to use technology to improve the efficiency and safety of the airport environment.

Raghbir S. Pattar
Director of Airports Transformation, IAG

We’re working hard on becoming an airport of the future, and this involves rethinking every part of our ground operations. Assaia’s ApronAI is an integral component of our vision for the ramp of the future.

Abhi Chacko
Head of Innovation & Commercial IT Services, Gatwick Airport

Assaia’s technology adds critical data points to CVG’s early-stage neural network for operational advancements. Structured data generated by artificial intelligence will provide information to make decisions, optimize airside processes, and improve efficiency and safety.

Brian Cobb
CIO, CVG Airport


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