This work presents a simulation study of the check-in system at the Ottawa International Airport. Various data were collected and used to define the inputs to a simulation model. These include the current agents' working schedules, the passengers' arrival pattern distributions, the passengers' service time distributions, the historical flight load factor, the distributions of the types of passengers, and the flight schedule. The scenarios evaluated include changing the queue structure and considering alternate agents' working schedules. The performance measurement retained are the average waiting time in queues, the maximum waiting time in queues, the average queue length, the maximum queue length, and the distribution of passengers waiting times in queues. A linear programming (LP) model was developed to provide alternate agent working schedules that minimizes the total agent person hours and meets the passenger loads that vary throughout the day. A heuristic was used to incorporate breaks and lunches. The critical factor that impacts the check-in service performance proved to be the agents' working schedule. Sensitivity analysis on changes of passenger loads and service rates were performed and the findings are discussed.

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Keywords Airline passenger management, Arena, Discrete event simulation, Linear programming, Manpower scheduling, Queues
Conference 2003 Summer Computer Simulation Conference, SCSC 2003
Caot, Y. (Yuheng), Nsakanda, A, & Pressman, I. (2003). A simulation study of the passenger check-in system at the Ottawa international airport. In Simulation Series (pp. 573–579).