Simulation of check-in at airports

The purpose of the paper is to describe: (a) why simulation is necessary to evaluate check-in, (b) a simulation toolbox for check-in counters and (c) two case studies for Amsterdam Airport Schiphol. First, it is discussed why queuing theory results are too limited but nevertheless useful to predict queuing times for check-in counters at airports. Next the necessity of simulation is emphasized and a special purpose simulation toolbox is presented. The toolbox is suitable for several purposes: (1) analyzing operational check-in rules (e.g. common instead of dedicated check-in; (2) overflow for economy class passengers to business class counters), performing capacity studies; (3) evaluating the operational planning of check-in counters; and (4) improving personnel planning. Two simulation studies are outlined that are conducted with the toolbox for Schiphol: one to evaluate operational check-in rules and one to determine the growth capacity of Schiphol with the current check-in facilities.