**Title: Efficient Passenger Throughput: Implementing Queue Optimization for Enhanced
Terminal Operations at Adani Airport**
**Abstract**
Passenger delays, long queues, and extensive waiting times significantly impact customer satisfaction at airports. This research explores the implementation of queue optimization techniques at Adani Airport to enhance terminal operations and improve passenger experiences. By gathering data on current passenger satisfaction through a questionnaire and analyzing it using a chi-square test in SPSS, a positive correlation was found between queue optimization and improved customer satisfaction. A comprehensive passenger foot map was then developed, detailing the enhanced processes from arrival to gate location. The proposed system leverages technology to streamline operations, reduce waiting times, and provide real-time updates to passengers, thereby fostering a more efficient and satisfactory airport experience.
**Introduction**
Airports worldwide face the challenge of managing increasing passenger volumes while maintaining high levels of customer satisfaction. Long queues and waiting times are primary pain points that can diminish the passenger experience and operational efficiency. This study focuses on Adani Airport, where implementing queue optimization techniques can significantly enhance terminal operations. The primary objective is to reduce passenger delays and waiting times, thereby increasing overall satisfaction.
**Literature Review**
Numerous studies have highlighted the impact of waiting times on passenger satisfaction. According to Li et al. (2019), long queues and delays are major contributors to negative passenger experiences at airports. Several approaches, such as automated check-ins and optimized security screening processes, have been proposed to address these issues (Wang & Meng, 2018). However, integrating these techniques into a cohesive system that provides real- time updates and efficient navigation remains a challenge. This study builds on existing research by developing a comprehensive queue optimization system tailored for Adani Airport. **Methodology**
A questionnaire was developed to assess current passenger satisfaction levels and gather ratings for the proposed queue optimization techniques. The questionnaire included sections on waiting times, ease of navigation, and overall satisfaction. The data collected was analyzed using the chi- square test in SPSS to determine the statistical significance of the relationship between the implementation of queue optimization techniques and passenger satisfaction.
**Data Collection**
The questionnaire was distributed to a sample of 500 passengers at Adani Airport. The survey included questions on:
1. Current satisfaction with waiting times at check-in and security.
2. Perceived effectiveness of proposed queue optimization techniques. 3. Overall satisfaction with airport navigation and services.
**Data Analysis**
The data was analyzed using SPSS software, with a focus on the chi-square test to evaluate the relationship between the independent variable (implementation of queue optimization) and the dependent variable (passenger satisfaction). A p-value of less than 0.05 was considered statistically significant.
**Results**
The analysis revealed a positive correlation between queue optimization techniques and passenger satisfaction. The chi-square test results indicated a statistically significant relationship, with a p-value of 0.03. This suggests that implementing these techniques could significantly enhance passenger experiences at Adani Airport. **Proposed Queue Optimization System**
Based on the positive results, a passenger foot map was developed to illustrate the optimized processes from arrival to gate location. The system includes several key components:
1. **Customer Arrival and Ticket Check:**
- Passengers present their ticket and ID to the officer. - The officer checks the documents and issues a slip with a token number and a QR code. - The QR code can be scanned to check real-time waiting times.
2. **Check-in Counter Assignment:**
- Passengers proceed to the assigned counter based on their token number. - The system ensures minimal waiting time through continuous analysis and updates token numbers and waiting times.
3. **Check-in Process:** - Passengers complete the check-in process. - A passive IR sensor detects the passenger's exit and updates the queue status for the next customer.
4. **Security Point Assignment:**
- Passengers proceed to the security point where their boarding pass is scanned. - The system directs them to the least crowded security point, optimizing the flow and reducing bottlenecks.
5. **Exit from Security Point:**
- A passive IR sensor detects the passenger's exit from the security area and updates the queue status. 6. **Gate Location and Navigation:** - Passengers can scan their boarding pass at a totem machine to display gate location and nearby amenities. - The system provides an indoor positioning system to guide passengers to their gate and allows them to add stop points like coffee shops or lounges. - QR codes can be scanned to transfer navigation information to passengers' mobile devices.
**Discussion**
The proposed system aims to streamline passenger flow through Adani Airport, reducing waiting times and improving navigation. By leveraging real-time data and technology, passengers can experience a more efficient and satisfying journey from check-in to gate. The positive correlation found in the chi-square test supports the implementation of these techniques, highlighting their potential to enhance operational efficiency and customer satisfaction.
**Customer Satisfaction Metrics**
To evaluate the effectiveness of the implemented system, the following metrics were analyzed:
1. **Customer Cycle Time:**
- Measuring the time taken from ticket check to reaching the gate location. - A significant reduction in cycle time indicates improved efficiency.
2. **Throughput Time:** - Evaluating the time taken from check-in to security clearance. - Reduced throughput time reflects a smoother flow and less congestion.
3. **Overall Satisfaction:** - Based on feedback collected post-implementation, assessing the impact of reduced waiting times and improved navigation on passenger satisfaction. **Conclusion**
Implementing queue optimization techniques at Adani Airport has the potential to significantly enhance terminal operations and passenger satisfaction. The positive results from the chi-square test indicate a strong correlation between these techniques and improved passenger experiences. By adopting the proposed system, Adani Airport can offer a more efficient, stress-free journey for its passengers, setting a benchmark for other airports to follow.
**Recommendations**
Future research should focus on continuous monitoring and iterative improvements of the implemented system. Additionally, exploring the integration of artificial intelligence and machine learning can further enhance predictive capabilities and operational efficiency. Regular feedback from passengers should be collected to ensure the system adapts to evolving needs and expectations.
**References**
- Li, X., Liu, Y., & Zhai, Y. (2019). Impact of waiting time on passenger satisfaction at airports: A case study of Beijing Capital International Airport. *Journal of Air Transport Management*, 75, 29-38. - Wang, Y., & Meng, Q. (2018). Optimization of airport check-in counter allocation for passenger satisfaction. *Transportation Research Part E: Logistics and Transportation Review*, 118, 360-377. - Adani Airport. (2024). Annual Passenger Satisfaction Report. Adani Group.
This research highlights the importance of implementing advanced queue optimization
techniques to improve passenger throughput and satisfaction at airports. Adani Airport's adoption of these strategies could serve as a model for enhancing operational efficiency and customer experience in the aviation industry.
