Research On Optimization Of Passenger Queuing Management At Capital Airport

Queuing has become a common behavior principle in airport terminals.With the increasing demand for airport services from all the Chinese people,how to scientifically promote the lining up efficiency,improve the service measures for the queuing people,and then increase the service satisfaction from the passengers is a program which is worth studying.At the moment,there are few researches on the queue management of passengers in terminal buildings.This paper will study the queue management of Beijing Capital Airport from the perspective of the operations research,management science,and attempt to explore the management method of queue service for passengers in China's air transport hub.This paper studies the related problems of queue management of passengers in Beijing Capital Airport based on the theoretical analysis method,investigation research method as well as the case analysis method.The research content mainly includes: Firstly,according to the passenger procedures,the passenger arrival process,queuing process,the regulation process in the airport management are analyzed systematically to find out the problems in the queue management;Secondly,fully using the queuing theory,linear programming theory as well as the collected data to optimize the passengers' queue style and the dynamic control in the service resources;Thirdly,based on the current situation of the passengers' queue management in the Beijing Capital Airport,the targeted proposals and recommendations about the queue management are proposed.Although queuing is a common behavior in the terminal buildings,there are still some acute problems,such as the unreasonable regulation,quite a long time,and the high-frequency queue,which can affect the passengers' overall evaluation for the service quality.In this paper,a more in-depth study on the queue style in the terminal buildings will indicate that there is an opportunity for optimization of the lining management of the queue system under the current “population” mode.Based on the classical queuing theory,the queue style of single-queue with multi-service desk enjoys the good performance indicators.By effectively organizing the queue for passengers,setting up a centralized queuing area,and transforming the queue styleinto a M/M/C system,the queue efficiency of the check-in system can be considerably increased,at the same time the queue time of passengers can be shortened.After the renewed regulation,the five check-in counters can be divided into one centralized queue area.Compared with the previous queue style,the new queue system is simple to achieve,and the queue efficiency is greatly improved.The optimized queuing system has a shorter time than before,and the average waiting time for passengers is shortened by 15.49%.On this foundation,the favorable waiting time for passengers' will be determined,and the number of service desks is dynamically controlled according to the passengers' arrival rate to improve the balance between the resource utilization efficiency and passengers' satisfaction.Through the dynamic control to use the check-in counters,the waiting time for passengers has shortened significantly.The total number of check-in counters was reduced by 25 per day,and the total number of check-in channels was reduced by 5.The goal of queue management is not only to reduce the actual waiting time of passengers,but also to guide the mentality and expectations of passengers and then reduce the waiting time of passengers in their mind.This study puts forward the measures and proposals for the passenger queue management of the Beijing Capital Airport from the policy-oriented level,the service construction level and the queue passengers' psychological management level.Additionally,the number of service staffs will be scientifically allocated,the flexible service capability will be enhanced,and finally,the passengers' satisfaction will be improved.