Passengers intentions towards self-services check-in, Kuwait airport as a case study

Abstract

The expansion of the air transportation field has prompted significant air traffic congestion around the world. The management of airport demand intends to moderate air traffic congestion by restricting the uneven aspects among demand and capacity at occupied airport terminals through managerial measures (e.g., slot controls) or financial motivating forces. Kuwait International Airport faced congestion problem which leaded to a noticeable decrease in its performance. In this study, a questionnaire was made to explore the satisfaction level of customers of Kuwait International Airport services and facilities. In order to solve the crisis, a self-check-in kiosk is proposed to be used in the current airport for departure and transit flights. Furthermore, a new eco-friendly building with energy efficient lighting and lifecycle management of electronics from procurement to disposal, which serves arrival flights with full facilities, was proposed. The designed building was feasibly studied and assumed to be a BOT project. A total construction cost of 19,863,157.5 KD, a total revenue for all floors of 6,876,000 KD/year and IRR of 10.56% were estimated that made the building a successful project.