Optimal assignment for check-in counters based on passenger arrival behaviour at an airport

Abstract

Establishing how to utilize check-in counters at airport passenger terminals efficiently is a major concern facing airport operators and airlines. Inadequate terminal capacity and the inefficient utilization of facilities such as check-in counters are major factors causing congestion and delays at airport passenger terminals. However, such delays and congestion can be reduced by increasing the efficiency of check-in counter operations, based on an understanding of passengers' airport access behaviour. This paper presents an assignment model for check-in counter operations, based on passengers' airport arrival patterns. In setting up the model, passenger surveys are used to determine when passengers arrive at the airport terminals relative to their flight departure times. The model then uses passenger arrival distribution patterns to calculate the most appropriate number of check-in counters and the duration of time that each counter should be operated. This assignment model has been applied at the Seoul Gimpo International Airport in Korea. The model provides not only a practical system for the efficient operations of time-to-time check-in counter assignments, but also a valuable means of developing effective longer-term solutions to the problem of passenger terminal congestion and delays. It also offers airlines a means of operating check-in counters with greater cost effectiveness, thus leading to enhanced customer service.