Airport Common-Use Check-in Operations: A Novel and Efficient Model

This paper examines the capacity problems of common-use environment service improvement and airport passenger services in line with information technology (IT) issues. There are many time-critical processes in the airport terminal for the necessary airport passenger flow processes that IT service design aims to support it. Many flow processes can be designed under several functions while international, domestic, or general aviation cases. The current approaches have been based on the standard industrial methods based on the Information Technology Infrastructure Library (ITIL) practices. However, this infrastructure library practices’ distinct general industrial foundations and airport time-critical processes could not fit customer expectations. This research offers an approach by adding a pre-layer with a user certification rather than fixing the problems on the ground. Although the proposed novel model does not conflict with the ITIL practices, it primarily develops the practices by coinciding with them a certificated training of end users to establish a positive passenger experience and helping the profitability of the airport. The offered model simulation results show that the Airport IT Service helpdesk and field team instantaneous utilization average was reduced from 96% to 28%, and the field team queue duration during the airport peak hours was 26 minutes to 2 minutes. This study demonstrates that the airport IT support service design should be reconsidered during its passenger service operation.