Evaluation of Passenger Behavior in the Baggage Claim Area of the Airport Passenger Terminal

Abstract

The importance of the baggage claim area as the gateway to the city is extremely high. Therefore, the initial impression of the quality of services provided at the destination airport is based on this area. In this research, an agent-based and discrete event approach using five parameters (speed and traffic of passengers, speed and arrangement of carousels, and air traffic) was applied in order to simulate passenger flow in the baggage claim area of Imam Khomeini International Airport, Tehran, Iran. In this regard, forty-eight scenarios were identified and simulated using AnyLogic software, and the waiting time and level of service for each scenario were obtained. Finally, it was revealed that changing the arrangement of the carousels from T-shaped to oval-shaped and expansion of the circumference by 10% had the greatest effect. Also, changing the speed of the carousels had the least influence on increasing the level of service and reducing waiting time.