Queuing Theory - based Modeling and Analysis of an Airport's Customs Facility

摘要

According to Queuing Theory, a waiting line can be defined in terms of the arrival rate of customers, the rate at which customers are served by service providers, and the number of service providers [1]. Analysis of waiting lines leads to reduction of waiting time, which results in increased customer service and decreased lead time [2]. The configuration and operation of waiting lines of the US Customs area of the major US international airports is a complex process. First, the arrival rate of customers (travelers) varies constantly during the day. Second, more than 250 passengers can arrive in a single flight. Third, the waiting lines are dynamic in nature, which reflects the addition of US Customs and Border Protection (CBP) officers when a massive amount of travelers arrive at the same time. This paper introduces a Queuing Theory-based modeling and analysis of the US Customs area of the Chicago O'Hare International airport conducted to evaluate, in terms of waiting time, the level of service provided by CBP officers. Recommendations to configure and operate the US Customs area of the Chicago O'Hare International airport in order to maximize the flow of travelers, reduce waiting time, and enforce security procedures are also provided.