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Virtual queuing at airport security lanes

Author

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  • de Lange, Robert
  • Samoilovich, Ilya
  • van der Rhee, Bo

Abstract

Airports continuously seek opportunities to reduce the security costs without negatively affecting passenger satisfaction. In this paper, we investigate the possibilities of implementing virtual queuing at airport security lanes, by offering some passengers a time window during which they can arrive to enter a priority queue. This process could result in a smoother distribution of arriving passengers, such that the required security personnel (costs) can be decreased. While this concept has received attention in a number of settings, such as theme parks, virtual queuing at airports bears an additional level of complexity related to the flight schedules, i.e., passengers can only be transferred forward in time to a limited extent, which we denote by the transfer time limit. We conducted a major simulation study in collaboration with a large international airport in Western Europe to determine the potential impact of virtual queuing and find that nearly one million Euro can be saved on security personnel cost without negatively impacting the passenger waiting time.

Suggested Citation

  • de Lange, Robert & Samoilovich, Ilya & van der Rhee, Bo, 2013. "Virtual queuing at airport security lanes," European Journal of Operational Research, Elsevier, vol. 225(1), pages 153-165.
    • Handle: RePEc:eee:ejores:v:225:y:2013:i:1:p:153-165
    DOI: 10.1016/j.ejor.2012.09.025
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    3. Roei Engel & Refael Hassin, 2017. "Customer equilibrium in a single-server system with virtual and system queues," Queueing Systems: Theory and Applications, Springer, vol. 87(1), pages 161-180, October.
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    7. Li, Yongli & Gao, Xin & Xu, Zhiwei & Zhou, Xuanrui, 2018. "Network-based queuing model for simulating passenger throughput at an airport security checkpoint," Journal of Air Transport Management, Elsevier, vol. 66(C), pages 13-24.
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    10. Kraig Delana & Nicos Savva & Tolga Tezcan, 2021. "Proactive Customer Service: Operational Benefits and Economic Frictions," Manufacturing & Service Operations Management, INFORMS, vol. 23(1), pages 70-87, 1-2.

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