Denver International Airport
DEN is one of the five busiest airports in North America, and an airport that takes its architecture and passenger experience personally. Flagship Facility Services deployed TRAX across 105 restrooms, put a tablet on every cart, and spent days on site making sure the frontline team was comfortable with it before anyone called it live.
105 restrooms, 216 beacons, and training that came before go-live.
Denver International Airport is one of the top five busiest airports in North America. Its architecture mirrors the Rocky Mountains, and the airport takes real pride in both the aesthetics and the overall passenger experience — which is why it selected Flagship Facility Services and TRAX Analytics to work on airport hygiene.
TRAX deployed Clean+Inspect and SmartRestroom across 105 restrooms, giving Flagship real-time data on when restrooms needed cleaning and on who carried out the cleaning or quality control work.
The part that made it stick was not the hardware. It was several days of on-site training with the frontline teams and their supervisors before the system carried any weight.
The Challenge
DEN’s standard for passenger experience is set by the building itself. An airport that invests that much in how it looks and feels does not get to run its restrooms on a fixed schedule and hope the timing lines up with the flight banks.
Flagship needed two things at once: real-time signal on when a restroom actually needed attention, and a record of who did the work and when. And it needed both to be usable by a team of over 100 people spread across an airport, on a shift, without adding a step that competes with the cleaning itself.
The Solution
TRAX installed 105 throughput counters, one at each restroom location, to monitor usage, along with 216 Bluetooth beacons that register in real time when a team member arrived and when they left.
Flagship equipped over 100 frontline team members with an Apple iPad mounted to their cart, so they can see their cleaning assignments and record the tasks they complete. Beacon data captures the proof of service behind it. Flagship built additional operational tasks around charging each iPad daily, so no one starts a shift without one — a small detail that decides whether a deployment this size survives its first month.
Supervisors run Inspect on both tablets and phones, which lets them carry out quality control inspections at any point in the day rather than at a fixed time. They take photos and video of the locations they inspect, which feeds reporting for DEN and Flagship executives.
To support the rollout, the TRAX Client Success team spent several days on site training the frontline teams and their supervisors. Both parties treated it as a requirement, not a courtesy: the people using the system had to be comfortable and confident with it.
What TRAX deployed
- Clean+Inspect and SmartRestroom across 105 restrooms airport-wide
- 105 throughput counters, one per restroom location, monitoring usage
- 216 Bluetooth beacons registering frontline arrival and departure in real time
- Over 100 cart-mounted Apple iPads for assignments and task capture
- Inspect on both tablets and phones for supervisors, with photo and video capture
- Several days of on-site TRAX Client Success training for frontline teams and supervisors
- Business intelligence and reporting for airport-wide operational and staffing analysis
The Benefits
- Real-time signal on when a restroom needs attention, rather than a schedule that has to guess
- Proof of service captured passively at arrival and departure, with no extra step for the frontline team
- Quality control inspections run at any point in the day, from a phone or a tablet, with photo and video evidence attached
- Reporting Flagship can export to support quarterly reviews and ongoing meetings with the airport
- Frontline adoption built through on-site training before go-live, not troubleshot after it
The deployment has been running since January 2021 under a five-year contract. Flagship uses the TRAX platform’s business intelligence and reporting to analyze its overall operation and staffing needs airport-wide, and exports reports to support quarterly reviews and ongoing meetings with Denver International Airport.
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