Abstract
In this paper, a decision-making tool is proposed that can utilize different strategies to deal with passenger flows in airport terminals. A simulation model has been developed to investigate these strategies, which can be updated and modified based on the current requirements of an airport terminal. The proposed tool could help airport managers and relevant decision makers proactively mitigate potential risks and evaluate crowd management strategies. The aim is to eliminate risk factors due to overcrowding and minimize passenger waiting times within the terminal to provide a seamless, safe and satisfying travel experience. Overcrowding in certain areas of the terminal makes it difficult for passengers to move freely and increases the risk of accidents (especially in the event of an emergency), security problems and service interruptions. In addition, long queues can lead to frustration among passengers and increase potential conflicts or stress-related incidents. Based on the derived results, the optimized routing of passengers using modern technological solutions is the most promising crowd management strategy for a sample airport that can handle 800 passengers per hour.
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