Simulation of a Model for International Traveler’s Check-In Process Using Arena Software Tool

With the current situation of insecurity in Nigeria and the worsening condition of Nigerian roads, there is increasing demand for air travel. This increasing demand for airline services amidst limited resources results in passenger dissatisfaction and reduction of revenue for airports and airlines. The dynamics of service demand and resource supply result in check-in issues for all the stakeholders in the commercial aviation industry. Hence, this research simulated the developed model for travelers’ check-in process at the “D Wing” of the Departure Section of Murtala Muhammed International Airport (MMIA), Ikeja, using Arena Software Tool. The simulation of the developed model was carried out by varying five different configurations of the servers with respect to the baggage weighing machines and passenger profiling devices to obtain the minimum average check-in time (ACT) for the process, with each configuration undergoing 133 completions of simulation runs. The result of the experimentation revealed that the 3 × 3 × 4 configuration of servers produced the smallest ACT of 18.25 minutes. This translates to a difference of about 58 minutes from the 76.16 minutes ACT of the real system; representing about 76% improvement in the check-in time of passengers. This study contributed to knowledge by revealing that the main choke points in the MMIA check-in system occur at the baggage weighing and passenger profiling areas as against the check-in counter sub-section as advanced by previous works. Furthermore, the research added value to knowledge by creating a balance between customer satisfaction and cost of operations thereby accommodating the interests of the passenger and the operator who are the two main stakeholders in the commercial aviation industry.