自2020 年 1 月冠狀病毒 (COVID-19) 爆發以來，它對全球人類造成了大量的生命損失和苦難。此後，為了防疫，航空業必須避免旅客在機場排隊，以保持社交距離。這項研究旨在減少航空旅客 (PAX) 在辦理登機手續、行李托運時排隊的時間，以避免旅客在智慧機場的出境航廈聚集。這項研究首先分析現有的辦理登機手續和行李托運流程所需時間。然後，開發了模擬模型來研究不同的辦理登機手續和行李托運方法對減少辦理登機手續、行李托運和 PAX 等待時間 (WT) 的影響。透過模擬評估了傳統有人櫃檯和幾種自助服務技術的有效性，包括常用自助辦理登機手續服務、自助行李托運 (SBD)、電子票務 (ET) 和電子行李牌 (EBT)。此外，實驗設計方法被用於確定減少 PAX WT 的最佳策略。這項研究的結果表明，ET、EBT 和 SBD 系統的組合是減少辦理登機手續流程、行李托運流程和 WT 的最有效的辦理登機手續和行李托運方法。開發強大的決策支援系統以透過避免同時安排多個航班在同一櫃檯辦理登機手續來延長 PAX 的到達間隔時間對於減少 WT 也是必不可少的。

After the coronavirus (COVID-19) outbreak in January 2020, it caused mass loss and suffering to human lives globally. For epidemic preventions, the aviation industry must avoid passenger queues in airports to maintain social distance. This study aimed to reduce the air passenger (PAX) check-in, bag-drop, and queue durations to avoid crowd gathering in smart airport terminals. First, the existing check-in and bag-drop processes were reviewed to analyze the time consumption. Then, simulation models were developed to investigate the effect of different check-in and bag-drop methods to reduce the check-in, bag-drop, and PAX waiting time (WT). Effectiveness of conventional manned counters and several self-service technologies, including common-use self-service, self-bag-drop (SBD), e-ticketing (ET), and electronic baggage tag (EBT) were evaluated through simulations. Furthermore, a design of experiment method was used to determine the best strategy for reducing PAX WT. The results of this study showed that the combination of ET, EBT, and SBD systems was the most effective check-in and bag-drop methods to reduce the check-in process, bag-drop process, and WTs. The development of a powerful decision support system to extend the PAX interarrival time by avoiding arranging several flights to check-in by the same counter simultaneously is also essential to reduce WT.

ABSTRACT ----- 2
ACKNOWLEDGEMENTS ----- 4
CONTENTS ----- 5
1. INTRODUCTION ----- 6
2. LITERATURE REVIEW ----- 9
3. METHODOLOGY ----- 11
3.1. PROBLEM STATEMENT ----- 11
3.2 DOE FULL FACTORIAL DESIGN FOR CHECK-IN AND BAG-DROP METHODS ----- 18
3.3. DATA ACQUISITION ----- 19
3.4. SIMULATION MODELS ----- 22
4. EXPERIMENTS AND RESULTS ----- 26
5. DISCUSSION ----- 34
6. CONCLUSION ----- 37
REFERENCE ----- 37

1. Al-Sultan, A. T. (2017). Simulation and Optimization for Modeling the Passengers Check-in System at Airport Terminal. Review of Integrative Business and Economics Research.
2. Alodhaibi, S., Burdett, R. L., & Yarlagadda, P. K. D. V. (2017). Framework for Airport Outbound Passenger Flow Modelling. Procedia Engineering, 174, 1100-1109. doi:10.1016/j.proeng.2017.01.263
3. Aslam, F. (2020). COVID-19 and Importance of Social Distancing. University of Wolverhampton,
4. Ayodeji, Y., & Rjoub, H. (2020). Investigation into waiting time, self‐service technology, and customer loyalty: The mediating role of waiting time in satisfaction. Human Factors and Ergonomics in Manufacturing & Service Industries, 31(1), 27-41. doi:https://doi.org/10.1002/hfm.20867.
5. Baashirah, R., & Elleithy, K. (2019). Automation of the Baggage Check-in Process Using RFID System in Airports. Paper presented at the 2019 IEEE Long Island Systems, Applications and Technology Conference (LISAT).
6. Bolat, E., & Ateş, S. S. (2020). Post COVID-19 precautions management in small-scale airports: Evaluation of check-in process in Erkilet airport by simulation. Journal of Airline and Airport Management, 10(2). doi:https://doi.org/10.3926/jairm.166.
7. Braglia, M., Carmignani, G., & Zammori, F. (2006). A new value stream mapping approach for complex production systems. International Journal of Production Research, 44(18-19), 3929-3952. doi:https://doi.org/10.1080/00207540600690545.
8. Bruno, G., Diglio, A., Genovese, A., & Piccolo, C. (2018). A decision support system to improve performances of airport check-in services. Soft Computing, 23(9), 2877-2886. doi:https://doi.org/10.1007/s00500-018-3301-z.
9. Chandra, Y. U., Ernawaty, & Jhonsons, M. (2019). Customer Satisfaction Comparison: Travel Agent ECommerce vs Airlines E-Ticketing in Indonesia. Paper presented at the 2019 International Conference on Computer, Control, Informatics and its Applications (IC3INA).
10. Chang, Y. S., Son, M. G., & Oh, C. H. (2011). Design and implementation of RFID based air-cargo monitoring system. Advanced Engineering Informatics, 25(1), 41-52. doi:https://doi.org/10.1016/j.aei.2010.05.004.
11. Cowles, B. (2020). IPACG46_PPT09_Economics_Update_IATA. Retrieved from https://www.faa.gov/about/office_org/headquarters_offices/ato/service_units/mission_support/ato_intl/documents/IPACG/IPACG46/IPACG46_PPT09_Economics_Update_IATA.pdf
12. Das, D. S. D. (2018). Introduction to Statistical Methods, Design of Experiments and Statistical Quality Control: Springer.
13. Davim, C. M. J. P. (2017). Green and Lean Management: Springer.
14. Drljača, M., Štimac, I., Bračić, M., & Petar, S. (2020). The Role and Influence of Industry 4.0. in Airport Operations in the Context of COVID-19. Sustainability, 12(24). doi:https://doi.org/10.3390/su122410614.
15. Groot, R. d. (2015). The Impact of Technology-Based Self-Service on Airline Passengers.
16. Group, I. E. s.-w. (2018). Electronic Bag Tag (EBT) Implementation Guide. Retrieved from https://www.iata.org/en/publications/ebt-guide/
17. Hsu, C.-I., Chao, C.-C., & Shih, K.-Y. (2012). Dynamic allocation of check-in facilities and dynamic assignment of passengers at air terminals. Computers & Industrial Engineering, 63(2), 410-417. doi:https://doi.org/10.1016/j.cie.2012.04.003.
18. Hugh Best, P. M., Fast Travel Programme. (2015). Fast-Travel-Program-Strategy-V7. Retrieved from https://www.scribd.com/document/346022374/151231-Fast-Travel-Program-Strategy-v7
19. IATA. (2019). Recommended practice 1706. In: IATA.
20. IATA. (2020). pax-forecast-infographic-2020-final. Retrieved from https://www.scribd.com/document/479142220/pax-forecast-infographic-2020-final
21. Jon H. Marvel, C. R. S. (2009). A simulation-enhanced lean design process. Journal of Industrial Engineering and Management.
22. Juan Jose Garau Luis, B. C., Edward Crawley. (2018). System Architecture for Tracking Passengers inside an Airport Terminal Using RFID. 2018 IEEE Aerospace Conference.
23. Kim, J.-H., & Park, J.-W. (2019). The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model. Sustainability, 11(19). doi:https://doi.org/10.3390/su11195352.
24. Lee, K.-S., Kim, S.-H., & Choi, W.-H. (2018). Self-Bag-Drop Simulation Development of Systems for Airport Baggage Handling System. International Journal of Advanced Science and Technology, 118, 1-12. doi:https://doi.org/10.14257/ijast.2018.118.01.
25. Medeiros, C. R., Costa, J. R., & Fernandes, C. A. (2011). Passive UHF RFID Tag for Airport Suitcase Tracking and Identification. IEEE Antennas and Wireless Propagation Letters, 10, 123-126. doi:https://doi.org/10.1109/lawp.2011.2112326.
26. Mittal, A. (2016). The Influence Of Waiting Time Satisfaction On Customer Loyalty Towards Multi-Stage Services: Evidence From India. Management Strategies Journal.
27. Mossman, A. (2009). Re: Creating value: a sufficient way to eliminate waste in lean design and lean production
28. Price, A. (2017). IATA Resolution 753/A4A Resolution 30.53. Retrieved from https://www.iata.org/en/programs/ops-infra/baggage/baggage-tracking/
29. Rajapaksha, A., & Jayasuriya, N. (2020). Smart Airport: A Review on Future of the Airport Operation. Global Journal of Management and Business Research: A Administration and Management, 20(3).
30. Rich, P. H. a. N. (1997). The seven value stream mapping tools. International Journal of Operations & Production Management.
31. Robertson, N. (2012). Self-service technology complaint channel choice Exploring consumers’ motives. Managing Service Quality.
32. Robertson, N., McDonald, H., Leckie, C., & McQuilken, L. (2016). Examining customer evaluations across different self-service technologies. Journal of Services Marketing, 30(1), 88-102. doi:https://doi.org/10.1108/jsm-07-2014-0263.
33. Rodríguez-Sanz, Á., Fernández de Marcos, A., Pérez-Castán, J. A., Comendador, F. G., Arnaldo Valdés, R., & París Loreiro, Á. (2021). Queue behavioural patterns for passengers at airport terminals: A machine learning approach. Journal of Air Transport Management, 90. doi:https://doi.org/10.1016/j.jairtraman.2020.101940.
34. Sennou, A. S., Berrada, A., Salih-Alj, Y., & Assem, N. (2013). An Interactive RFID-based Bracelet for Airport Luggage Tracking System. Paper presented at the 2013 4th International Conference on Intelligent Systems, Modelling and Simulation.
35. Serrano Lasa, I., Ochoa Laburu, C., & de Castro Vila, R. (2008). An evaluation of the value stream mapping tool. Business Process Management Journal, 14(1), 39-52. doi:https://doi.org/10.1108/14637150810849391.
36. SITA. (2019). Baggage-IT-Insights-2019. Retrieved from https://www.sita.aero/resources/surveys-reports/baggage-it-insights-2019/
37. Song, J.-W., Kim, D.-C., & Lee, J.-H. (2015). A Study about Adjacent Baggage Recognition to Control the Adjoined Bags in Airport. Paper presented at the 2015 8th International Conference on Control and Automation (CA).
38. Song, K.-H., & Choi, S. (2020). A Study on the Behavioral Change of Passengers on Sustainable Air Transport after COVID-19. Sustainability, 12(21). doi:https://doi.org/10.3390/su12219207.
39. Sulaiman, A., Ng, J., & Mohezar, S. (2017). E-Ticketing as a New Way of Buying Tickets: Malaysian Perceptions. Journal of Social Sciences, 17(2), 149-157. doi:https://doi.org/10.1080/09718923.2008.11892644.
40. Tomas Rohac, M. J. (2014). Value Stream Mapping Demonstration on Real Case Study. ScienceDirect.
41. Varun, G., Roushan, K., Mishra, R. G., Anirudha, S., & Sweety, S. (2017). Design and Optimization of Luggage Tracking System on Airport. In Proceeding of International Conference on Intelligent Communication, Control and Devices (pp. 833-838).
42. Virgílio Emanuel Lobato Cervantes, L. H. (2018). The Common Use Self-Service Kiosks: Effects on the Contemporary Civil Aviation Customer Experience. London Geller College of Hospitality and Tourism,
43. Wei, J., & Leung, S. C. H. (2011). A simulation modeling and analysis for RFID-enabled mixed-product loading strategy for outbound logistics: A case study. Computers & Industrial Engineering, 61(1), 209-215. doi:https://doi.org/10.1016/j.cie.2011.03.011.
44. Wong, E., & Wong, W. (2016). The Development of Reusable Luggage Tag with the Internet of Things for Mobile Tracking and Environmental Sustainability. Sustainability, 9(1). doi:https://doi.org/10.3390/su9010058.