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

Year 2023, , 1026 - 1042, 01.06.2023

Alper Dalkıran

https://doi.org/10.21597/jist.1222412

Abstract

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.

Keywords

Aviation Passenger services, Airport IT Service, Airport Management, ITSM, Service Management, IT Service Design

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