Customer-oriented optimization of the airplane boarding process

Abstract

Commercial airlines are exposed to a highly competitive international market environment. Cost has to be reduced and efficiency has to be increased constantly. At the same time, customer satisfaction needs to be increased. Otherwise, the airline in question would face loss of market share. One area of improvement is the airplane boarding process, which has been subject to many simulation-based research projects resulting in significant reduction of boarding time. However, those models neglected the customer's wishes regarding sitting or boarding in groups. Using a simulation approach, this paper presents a model for a reduction of boarding time with consideration of customers' expectations. The achieved boarding times are found to be higher than previously reported minimum times, but show a boarding time reduction in comparison with conventional boarding strategies.