Hartsfield-Jackson Atlanta International Airport
Atlanta Airlines Terminal Company operates more than 7 million square feet at the world’s busiest airport. AATC brought in TRAX to put restroom cleaning, passenger throughput, and passenger feedback on one screen. It started with 36 restrooms. Three years later it added 66 more.
Seven million square feet. One screen.
At the world’s busiest airport, the restroom is where a passenger decides what they think of the terminal. It is also the hardest thing to stay ahead of. Traffic arrives in waves, the schedule that worked at 6 AM is wrong by 10, and a team spread across millions of square feet cannot radio in every status check.
Atlanta Airlines Terminal Company operates and maintains more than 7 million square feet at Hartsfield-Jackson. AATC brought TRAX in during 2019 to give its frontline operation a live picture of itself: who is cleaning what, how many passengers just came through, and what those passengers thought when they left.
TRAX was shortlisted and asked to prove it on a single pair of restrooms during the evaluation period. That pilot became the whole airport. TRAX was selected as the finalist in March 2020 and installed the system across 163 restrooms in five months.
The Challenge
Cleaning was getting done at Atlanta. What AATC did not have was a live picture of it. Which restroom is being serviced right now, where the nearest available team member is standing, and whether tonight’s schedule still matches the traffic that actually came through the concourse. In a building this size, those answers arrived after the fact or not at all.
Passenger feedback had the same problem. AATC already collected it on tablets at the restroom exits, but that data lived in its own system, disconnected from any record of what had happened in that restroom that day. A low score was a signal with nothing attached to it. And passengers had no way of knowing a restroom was closed for service until they had already walked in.
The Solution
TRAX deployed SmartRestroom across 36 restrooms, with Clean+Inspect on the phones of the frontline team that AATC’s facility management partner runs on site. Every location got a video analytics people counter measuring throughput in both directions, plus Bluetooth beacons at the entrance and the back of the restroom, tied to the app, so frontline activity and quality control checks are logged where and when they happen rather than reconstructed later.
The passenger feedback tablets already installed at Atlanta were integrated into the platform, which put passenger volume, frontline activity, quality control, and feedback scores on the same dashboards for the first time. Supervisors see staff positions on an airport-wide facility map and get alerts when a quality control check is needed. Custom reports built around AATC’s own metrics, goals, baselines, and KPIs across a rolling 33-day window land in their inbox every morning.
What TRAX deployed
- SmartRestroom across 36 restrooms, expanded by 66 more in 2022
- Clean+Inspect for work orders, task assignment, and quality control
- Video analytics people counters measuring bi-directional throughput at every location
- Bluetooth beacons at restroom entrances and back areas
- Existing passenger feedback tablets integrated into TRAX dashboards
- Digital signage outside each restroom showing live cleaning status and the nearest alternative
The Benefits
- Passenger throughput, frontline activity, quality control, and feedback scores on one set of dashboards
- Live staff location on an airport-wide map, with alerts when a quality control check is due
- Cleaning that follows actual passenger volume instead of a fixed clock
- Passengers directed to the nearest open restroom instead of walking into one being serviced
- Daily reporting against AATC’s own goals, baselines, and KPIs, delivered every morning
AATC started with 36 restrooms in 2019. In May 2022 it contracted TRAX to add 66 more, delivered in four months. The engagement renews annually, and AATC continues to evaluate new TRAX releases and vendor integrations to decide what data is worth adding next.
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