Simulation of passenger process in airport terminal

One of the transport subsystems, air transport, is in intense competition. The demand for fast, reliable and time-saving air transport continues to increase day by day. The increase in the number of passengers carried by airlines requires that airports servicing these passengers work on criteria affecting the quality of service. Punctuality and reliability are at the top of the criteria for determining the quality of a transport subsystem. The ability to maintain these criteria at the desired level can also be provided by an effective passenger flow during terminal processes. In this study, it is aimed to examine the passenger processes at Istanbul Atatürk Airport Terminal, which is the hub of Turkey's leading airline, using a simulation model. Thus, service quality will be determined by investigated the source of bottlenecks and customer satisfaction will be tried to be increased. For this purpose, all flows related to local and transfer passengers are modeled and data is collected and scenarios are generated and integrated into the simulation program. Looking at the results, it is clear that the importance of transfer process flows is better understood with the increase of Turkish Airlines' number of transfer passengers. After validation of model, improvement proposals are made in processes where problems occur by using simulation models. As a result, bottlenecks have been identified and favorable solutions have been achieved in airport terminals. In addition to this, this work will provide an insight on taking precautions correctly by using it as an important decision support system that will reduce the potential passengers for the developing airlines and airports.