A study of the airline boarding problem

Abstract

The airline industry is currently under intense pressure to simultaneously increase efficiency, customer satisfaction, and profitability. The boarding process is one way to achieve this objective as it lends itself to adaptive changes. The purpose of this paper is to determine the most cost-effective way to board passengers and still maintain quality and customer satisfaction. We conclude that the best strategy is to use a non-traditional methodology of outside-in or some modification thereof. The findings suggest that airline managers should consider issues related to evenly distributing boarding activity throughout the aircraft, developing more effective policies for managing carry-on luggage, and using simultaneous loading through two doors.