A Multi-Period Model for Optimal Changi Airport Check-In Counter Operations

Abstract

Growth in air passenger flow has caused severe congestion at the airport check-in counter, posing a significant problem for airport management. Particularly during the check-in process, the necessary authorities must coordinate sufficient facilities with adequate staffing levels. The airport check-in counter problem (ACCAP) is a field concerned with establishing the optimal number of check-in counters to balance operating expenses and passenger wait times in order to reduce airport congestion. Expanding the number of counters and staff to a minimum operating cost is able to prevent the congestion problem from escalating without incurring further operating expenses. This paper focused on proposing optimal scheduling of airport check-in counters operations, including staffing. A dynamic model with multi-period principles is adapted to address the aforementioned problem by balancing the trade-off between service performance and operational cost. As a case study, data from Singapore Changi International Airport was utilized. The findings are also discussed in terms of the flow of passengers throughout the airport check-in procedure and operations. As a result, the number of activated counters is minimized throughout all shifts by applying the dynamic model at the average service time. At the same time, there are fewer passengers in the queue.