Customers Satisfaction Enhancement project in Ninoy Aquino International

Airport (MNL) using simulation

Curt Cyr A. Ulanday

College of Computer Studies, New Era University, Philippines
ccaulanday@neu.edu.ph

Problem definition and statement of objectives:

The management want to figure out how to improve the customers satisfaction at Ninoy Aquino
International Airport (NAIA) particularly in Terminal 3 where it is the largest terminal among
other terminals. The current situation causes customers to experience long queue on airlines
check-in counter and immigration counters and security scanners.
Simulation will be a useful analysis tool for this project because to figure out the best solution/s
among existing problem in the current system.
The scope of this project covers the entire processes inside the terminal building such as
airlines baggage check-in counter, immigration counters, and security scanners. This is only a
portion of the whole process within the airport because I did not include the airplane traffic,
arrival and departure process that happening in airport system.
The objective of this simulation project are:

To eradicate the long queues in airline check in counters, immigration counters and
security scanners.
To ease the stress of the passengers due to long queues
To figure out best solutions among these problems
To improve our knowledge about airport processes

Model Formulation and Planning

Figure 1: Layout of the system

Figure 2: Movement of Entities

Figure 2: Shows the waypoint or the movement of entities. Waypoint includes the queues
happening in each point. Point A is the check-in counters, Point B is the immigration counters,
Point C the security counter. After Point C the customer will proceed to the designated boarding
gate regardless of comfort room and food stalls before boarding gate. The Entities move from
point A to Point B then, from point B to Point C.

Data Collection
Point to Point time, Queueing time are the needed data to create this simulation project. It is
probably available online or by questionnaires answered by persons with travel history.

References:
Airport Maps. (n.d.). Retrieved from http://125.60.203.88/miaa/index.php