A methodology for planning and operations management of airport passenger terminals : a capacity/level of service approach
A methodology is presented herewith to assist in the systematic evaluation of operational conditions of the vital and dynamic processing facilities of airport terminals, which could enhance planning and management practices adopted for airports. The methodology focusses on the relation between capacity of individual facilities and levels of service that passengers experience in them, whereby important operational aspects of those facilities are examined and analysed. The developed methodology consists of two main parts: Capacity procedure, and Level of Service procedure. The first establishes the relations (Performance models) between demand levels (flows) that may possibly be accommodated by individual facilities, and some service measures of particular relevance to passengers that could be used to assess the performance of facilities when subjected to various demand levels. To accomplish this, simulation techniques are utilized to synthesize required information. In the second, the way by which a framework of service standards could be established is presented. Levels of service are derived by asking passengers (through appropriate surveys) to assess service standards based upon their perception to service conditions at a particular time, and their response to different variations of service resulting at different demand levels. Through this method, Perception-Response models are derived, where they are used in the case studies conducted, to delineate the levels of service for processing facilities of the airport terminal considered.