Passenger Departure Process Improvement Using Discrete Event Simulation: Case Study

Mohammad A. Shbool, Dr Ammar Al-Bazi, H. Al-Zawawi, R. Al-Shami, R. Al-Ajarmeh

Research output: Chapter in Book/Published conference outputConference publication

Abstract

Passenger satisfaction at an airport is a significant concern of the airport; one main reason for passengers' dissatisfaction is waiting. This paper aims to investigate potential improvements to reduce waiting time. Discrete Event Simulation (DES) is used as the methodology backbone. The work was done at Queen Alia International Airport (QAIA). Two alternatives were investigated; the first is increasing the number of operated counters, while the second is dividing the check-in queue into multiple queues. Results show that implementing the previously mentioned alternatives can improve the current system performance. A comparison between the first and the second alternative indicates that dividing the check-in queue into multiple queues is more effective than the first one. The second alternative leads to increasing the passenger flow. In addition, waiting time is lower in the case of the second alternative. Three airlines were investigated, with waiting time decreasing by 35.5% for the first airline, 42% for the second, and 30.9% for the third airline. This work shows that airports can improve their service by implementing process improvements that require little to no cost.
Original languageEnglish
Title of host publicationProceedings of International Conference on Computers and Industrial Engineering, CIE
EditorsY. Dessouky, A. Shamayleh
PublisherComputers and Industrial Engineering
Pages897-907
Volume2
ISBN (Electronic)9781713886952
Publication statusPublished - 2023

Publication series

Name
ISSN (Electronic)2164-8689

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