Annexes Mihir Baxi

DEVELOPING A MODEL TO ANALYZE THE
IMPACTS OF SELF-SERVICE AND WEB

CHECK-IN AT AIRPORTS
ANNEXURE A
Results of Statistical Analysis for Processing Time
Developing a Model to analyze the impacts of Self-service and Web Check-in at airports A-1
Annexure A- Results of Statistical Analysis for Processing Time
ANOVA T EST
The processing times where observed at three airports and it was felt necessary to
analyze if the data at all three airports has significant variations in the data due to the
change in the group size or number of bags per passenger.
Thus, statistical analysis was carried out to confirm the same. The single factor Analysis
of Variance was performed for all the check-in modes. The results of the test are
shown in Table 1, Table 2 and Table 3. It was concluded that there is no significant
variations in the data collected at three airports and all the samples can be pooled
together.
SUMMARY OF TEST FOR CHECK-IN COUNTERS

Groups Count Sum Average Variance
LCY 78 1:43:18 01:19 00:00
MAN 149 3:40:30 01:29 00:00
ANOVA
Source of Variation SS Df MS F P-value F crit
Between Groups 00:00 1 00:00 07:03 0.186607 11:42
Within Groups 00:07 225 00:00
Total 00:07 226
Table 1 - Results of ANOVA test for Check-in Counters
SUMMARY OF TEST FOR SELF-SERVICE KIOSKS

LCY 157 5:11:46 01:59 00:00
LHR 190 6:22:34 02:01 00:00
MAN 37 0:45:37 01:14 00:00
ANOVA
Between Groups 00:01 2 00:00 21:49 2.15E-05 27:57
Total 00:15 383
Table 2 - Results of ANOVA test for Self-Service Kiosks
CRANFIELD UNIVERSITY Department of Air Transport

A-2 Developing a Model to analyze the impacts of Self-service and Web Check-in at airports
SUMMARY
LCY 32 1:01:21 01:55 00:00
MAN 28 0:31:45 01:08 00:00
LHR 101 2:28:35 01:28 00:00
ANOVA
Between Groups 00:00 2 00:00 02:17 0.0246 16:41
Total 00:09 160
Table 3 - Results of ANOVA test for Self-Service Kiosks
P ROCESSING T IME FOR M ODEL

The ANOVA test shows that there is no significant variation in the data observed at
three airports thus the all the samples were pooled together. The pooled samples
were than analyzed for the probability distributions and the results of the analysis are
shown in Table 4 Table 5 & Table 6 and histograms are shown in Figure 1, Figure 2 &
Figure 3.
Check-in Counters
Mean 01:26
Standard Error 00:03
Median 01:15
Mode 01:00
Standard Deviation 00:50
Sample Variance 00:00
Kurtosis 31:57
Skewness 07:39
Range 05:05
Minimum 00:24
Maximum 05:29
Count 227
Largest(4) 04:19
Smallest(4) 00:27
Confidence Level (95.0%) 00:07
Table 4 - Statistical data of pooled samples for Check-in Counters

Self-Service Kiosks
Mean 01:56
Median 01:47
Mode 02:00
Kurtosis 46:40
Skewness 20:15
Range 06:05
Minimum 00:10
Maximum 06:15
Count 384
Largest(4) 05:49
Smallest(4) 00:19
Table 5 - Statistical data of pooled samples for Self-Service Kiosks
Bag Drop-off
Mean 01:31
Median 01:13
Mode 01:00
Kurtosis 56:40
Skewness 18:54
Range 08:56
Minimum 00:14
Maximum 09:10
Count 160
Largest(4) 05:05
Smallest(4) 00:21
Table 6 - Statistical data of pooled samples for Bag Drop-off

A-4 Developing a Model to analyze the impacts of Self-service and Web Check-in at airports
Processing Time- Check-In

90
80
70
60
Frequency
50
40
30
20
10
0
Processing Time
Figure 1 - Histogram of Processing Time for Check-in Counters
Processing Time- Kiosks

110
100
90
80
70
Frequency
60
50
40
30
20
10
0
Processing Time

Figure 2 - Histogram of Processing Time for Self-Service Kiosks
Processing Times - Bag Drop-off

50
45
40
35
30
Frequency
25
20
15
10
5
0
Processing Time
Figure 3 - Histogram of Processing Time for Bag Drop-off

DEVELOPING A MODEL TO ANALYZE THE
ANNEXURE B
Simulation Model: Description and Users Guide
Developing a Model to analyze the impacts of Self-service and Web Check-in at airports B-1
Annexure B - Simulation Model: Description and Users Guide
INTRODUCTION
The Simulation model is designed in MS Office Excel 2007. The simulation model
simulates the check-in process at airport with self-service and web check-in. It is
designed to estimate the requirements for a two step self service check-in, which
includes kiosks and bag drop-off at the airport. The model enables the users to
analyze the impacts of the changes made in resources and estimate the requirements
of check-in counters, kiosks and bag drop-off. The structure of the model, the inputs
required and interpretation of results have been explained to enable the user to get
the maximum utility from the model.
The model has been kept as simple as possible and there is no additional software or
macros required to run the simulation. The model is limited to the size of the inputs.
The model can only compute for maximum 2500 Peak hour passengers or maximum
resources of 25 in each mode.
1. Structure of Model
The model is designed in Excel2007. To use the model and give inputs, it is first
necessary to understand the structure of the model. The data is arranged in number of
sheets. Every sheet handles different aspects of the model and has been assigned a
color code for ease of orientation of the users. The color codes are as shown below
Inputs Modify
Results Cannot be Modified by user
Intermediate Results Cannot be Modified by user
Calculations Cannot be Modified by user
The user can only modify the input sheets. The Sheets for Results, Intermediate
Results and Calculations cannot be modified by the user. The modification of these
sheets may result in incorrect answers. The Sheets for calculations have been kept
hidden to prevent any accidental change in the formulas. The layout of the sheets can
be seen in the Figure 1.
Further to this, there are some cells in the input sheets which cannot be modified as
they contain formulas and the user can only give inputs in the specific cells. To make it
easy for the user to identify such cells, the input cells have been given different colors
from the cells which could be not be modified. The color codes are shown below
User Inputs Modify

Results from the calculations Cannot be Modified by User

B-2 Developing of Model to analyze the impacts of Self-service and Web Check-in at airports
Annexure B – Simulation Model: Description and Users Guide
Figure 1 - Layout of the Excel Worksheet
The sheets are arranged in order of the importance to user. The first two sheets
“Inputs” and “Arrival profiles” are the input sheets where the user has to input the key
values and assumptions for the model. The next four sheets “Queuing Times”, “Server
Usage”, “Wait Time Graphs” and “Process Time Graphs” are results that will interest
the user and will be useful to draw the conclusions about the resources required. The
next set of the sheets are intermediate results and calculations. The calculation sheets
are of no direct importance to the user and have been kept hidden. The intermediate
results could be interesting to observe for determining the efficiency of the system but
as explained cannot be modified.
If the user needs to save any of the results from the simulation he/she needs to save
all the results sheet in a new workbook as Excel will recalculate all the formulas while
opening and closing the file. Thus if the user needs to compare the results between
each scenario or each simulation run, it is required to save the results from the result
sheet in different workbook. The best way to save graphs is to save them as images so
that they can be compared later.

2. Inputs in the Model
To run the model it is necessary to give correct inputs. Each input parameter is
discussed and the key characteristics and limitations are discussed in this section to
enable the user to give correct inputs. The input sheet is as shown in the Figure 2.
Figure 2 Check-in SImulation Input Sheet
2.1. Peak Hour Passengers

These are number of passengers for the departure in the peak hour at the airport
being modeled. This number is limited to 2500 in the model. This is only departure
and not the total peak hour passengers at the airport.
2.2. Passenger Mix Profile

This is the most important input. There are three default profiles available, which could
be selected from the drop down list. The three profiles are Business, Leisure and Mix.
The user can select the appropriate profile as per the airport being modeled. This
selection dictates the arrival profile of the passengers at the airport. If the user is
aware of the arrival profile at the airport being modeled he/she can use that as input,
which has been discussed in paragraph 2.8.

2.3. Check-in Open Times

This is the opening time for the all the counters, kiosks and bag drop-off. The time has
to be given in minutes. It is necessary to decide the check-in open times as that will
govern the number of passengers arriving at the airport. This input cannot be Zero.
2.4. Check-in Close Times before STD

It is time in minutes for closing of check-in counters before departure time of the
flight. If assumed zero, the model considers the full duration between check-in open
times and departure.
2.5. Passengers by each Check-in Mode

This is expected breakup of the passengers using each mode to check-in in
percentages. The user needs to provide the information such that the expected break
up totals 100%. The numbers for each mode is calculated by the model and shown in
the next cell to it, which cannot be modified by the user. If any of the modes are not
available at the airport the user can input zero for the mode, but the total of all three
cells should be 100. The user can modify these proportions to analyze the impacts on
the available resources.
2.6. Resources Required

These cells are the required resources for processing the passengers. These cells
cannot have input more than 25 units in each mode. For the existing airport, the
actual number of resources can be used as an input and modify to see the impacts on
the efficiency. For a proposed new airport the user can start assuming the number of
resources at the airport and keep on modifying until the expected results are available
or service standards are achieved.
2.7. Passengers Using Bag Drop-off

The user needs to assume the number of the passengers using bag drop-off. The bag
drop-off is only used by a proportion of passengers from the web check-in and self
service kiosks. Thus the user needs to estimate these proportions as per the
characteristic at the airport. The 100% from self service kiosks will imply that all the
passengers using kiosks will use bag drop-off and same for web check-in.
2.8. Arrival Profile

As arrival profile is a crucial factor that affects the queuing and operations of airport it
is necessary to adjust it to the airport being modeled. The user can input the arrival
profile at the airport in sheet “Arrival Profile”. The arrival profile in the model is
defined as cumulative passengers arriving at the airport for each given interval of time.
The total time is derived from the subtracting check-in close times from check-in open

times and is to be given by user and thus has been converted to percentages. So the
user has to first convert the total time in percentage and passengers arriving at each
10% time interval should be calculated and used as input in one of the three columns
B, C & D as see in the Figure 3.
Figure 3 - Input for Arrival Profile
The user should not change the heading of the profiles and will be able to input only
three different profiles at a time. The rest of the sheet cannot be modified by the user.
3. Interpretation of the Results
The results from the simulation are arranged in number of sheets. The results of the
simulation are arranged in green sheets. Each sheet is explained here in this section
and the subsequent titles represent the names of the sheet in Excel.
3.1. Queuing Times

This sheet is summary for the passenger wait times and total processing times for each
mode. The user can estimate the number of passengers waiting more than zero, 5
minutes, 10 Minutes, 15 minutes and 20 minutes. The proportions is cumulative so
the number of people not waiting at all can be obtained by subtracting passenger
waiting more than zero from 100%.

Figure 4 - Queuing Times and Other details
The table also summarizes the Maximum Wait Time and Average Wait Time for each
mode. The average Total process times is also indicated in the last column. The total
process time includes the waiting time and processing time.
3.2. Server Usage

This sheet shows how many passengers were processed by each server in proportion
and in numbers. The table enables the user to understand usage of server. The user
can compare the performance of each server and decide if he/she wants to reduce one
server which is underutilized.
Figure 5 Server Usage
3.3. Waiting Time Graphs

This sheet shows the wait time graphs for each passenger by each mode. The graph
enables the user to see which passengers have to wait and when the queuing does
takes place. It can be seen if the queues are built up at the start or at end of the
process. These graphs enable user to decide the increase or decrease in resources for
that particular time of the process. The Figure 6 shows the graphs as seen in excel. It
will be necessary for user to save these graphs as images for each scenario they need
to compare as they are dynamic and will change every time, when file is saved or
closed.

Figure 6 Wait Time Graphs
3.4. Process Time Graphs

This sheet similar to wait time graphs shows the total processing time for each
passenger for each mode. The processing times is waiting time plus processing time.
The user can thus identify which passengers had taken more time for processing.
3.5. Intermediate Result Sheets

There are three sheets for the intermediate results as mentioned earlier they are
yellow in color. This sheets actually show the process and the user can see details for
each passenger in each mode. The user can see the arrival time, processing time and
wait time for each passenger in these sheets. In addition to these, user can also see
which passenger was served by which server.

Figure 7 Process Time Graphs

DEVELOPING A MODEL TO ANALYZE
ANNEXURE C
Results from Simulation Model:
Scenario 1-Scenario 5
As-is Model
Figure -1 Wait Times, Check-in Counters - As-is Model
Figure -2 Process Times, Check-in Counters - As-is Model
Cranfield University | Department of Air Transport C-1 Developing a Model to Analyze the impacts of Self-service and Web Check-in at Airports
Annexure C- Results from Simulation Model
As-is Model
Figure -3 Wait Times, Bag Drop-off - As-is Model
Figure -4 Process Times, Bag Drop-off - As-is Model
Scenario 1
Figure -5 Wait Times, Check-in Counters - Scenario 1
Figure -6 Process Time, Check-in Counters - Scenario 1
Scenario 1
Figure -7 Wait Times, Self Service Kiosk - Scenario 1
Figure -8 Process Times, Self Service Kiosk - Scenario 1
Scenario 1
Figure -9 Wait Times, Bag Drop-off - Scenario 1
Figure -10 Process Times, Bag Drop-off - Scenario 1
Scenario 2
Figure -12 Process Times, Check-in Counters - Scenario 2
Scenario 2
Figure -13 Wait Times, Self Service Kiosk - Scenario 2
Figure -14 Process Times, Self Service Kiosks - Scenario 2
Scenario 2
Scenario 3
Figure -18 Process Times, Check-in Counters - Scenario 3
Scenario 3
Figure -19 Wait Times, Self Service Kiosks - Scenario 3
Figure -20 Process Times, Self Service Kiosks - Scenario 3
Scenario 3
Scenario 4A
Figure -23 Wait Times, Check-In Counters - Scenario 4A
Figure -24 Process Times, Check-In Counters - Scenario 4A
Scenario 4A
Figure -25 Wait Times, Self Service Kiosks - Scenario 4A
Figure -26 Process Times, Self Service Kiosks - Scenario 4A
Scenario 4A
Figure -27 Wait Times, Bag Drop-off - Scenario 4A
Figure -28 Process Times, Bag Drop-off - Scenario 4A
Scenario 4B
Figure -29 Wait Times, Check-In Counters - Scenario 4B
Figure -30 Process Times, Check-In Counters - Scenario 4B
Scenario 4B
Figure -31 Wait Times, Self Service Kiosks - Scenario 4B
Figure -32 Process Times, Self Service Kiosks - Scenario 4B
Scenario 4B
Figure -33 Wait Times, Bag Drop-off - Scenario 4B
Figure -34 Process Times, Bag Drop-off - Scenario 4B
Scenario 4C
Figure -35 Wait Times, Check-In Counters - Scenario 4c
Figure -36 Process Times, Check-In Counters - Scenario 4C
Scenario 4C
Figure -37 Wait Times, Self Service Kiosks - Scenario 4C
Figure -38 Process Times, Self Service Kiosks - Scenario 4C
Scenario 4C
Figure -39 Wait Times, Bag Drop-off - Scenario 4C
Figure -40 Process Times, Bag Drop-off - Scenario 4C
Scenario 5A
Figure -41 Wait Times, Check-In Counters - Scenario 5A
Figure -42 Process Times, Check-In Counters - Scenario 5A
Scenario 5A
Figure -43 Wait Times, Self Service Kiosks - Scenario 5A
Figure -44 Process Times, Self Service Kiosks - Scenario 5A
Scenario 5A
Figure -45 Wait Times, Bag Drop-off - Scenario 5A
Figure -46 Process Times, Bag Drop-off – Scenario 5A
Scenario 5B
Figure -47 Wait Times, Check-In Counters - Scenario 5B
Figure -48 Process Times, Check-In Counters - Scenario 5B
Scenario 5B
Figure -49 Wait Times, Self Service Kiosks - Scenario 5B
Figure -50 Process Times, Self Service Kiosks - Scenario 5B
Scenario 5B
Figure -51 Wait Times, Bag Drop-off - Scenario 5B
Figure -52 Process Times, Bag Drop-off - Scenario 5B
Scenario 5C
Figure -53 Wait Times, Check-In Counters - Scenario 5C
Figure -54 Process Times, Check-In Counters - Scenario 5C
Scenario 5C
Figure -55 Wait Times, Self Service Kiosks - Scenario 5C
Figure -56 Process Times, Self Service Kiosks - Scenario 5C
Scenario 5C
Figure -57 Wait Times, Bag Drop-off - Scenario 5C
Figure- 58 Process Times, Bag Drop-off - Scenario 5C

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DEVELOPING A MODEL TO ANALYZE THE

IMPACTS OF SELF-SERVICE AND WEB

SUMMARY OF TEST FOR CHECK-IN COUNTERS

Total 00:07 226

Table 1 - Results of ANOVA test for Check-in Counters

SUMMARY OF TEST FOR SELF-SERVICE KIOSKS

Total 00:15 383

Table 2 - Results of ANOVA test for Self-Service Kiosks

CRANFIELD UNIVERSITY Department of Air Transport

Total 00:09 160

Table 3 - Results of ANOVA test for Self-Service Kiosks

P ROCESSING T IME FOR M ODEL

Table 4 - Statistical data of pooled samples for Check-in Counters

CRANFIELD UNIVERSITY Department of Air Transport

Table 5 - Statistical data of pooled samples for Self-Service Kiosks

Table 6 - Statistical data of pooled samples for Bag Drop-off

CRANFIELD UNIVERSITY Department of Air Transport

Processing Time- Check-In

Figure 1 - Histogram of Processing Time for Check-in Counters

Processing Time- Kiosks

CRANFIELD UNIVERSITY Department of Air Transport

Figure 2 - Histogram of Processing Time for Self-Service Kiosks

Processing Times - Bag Drop-off

Figure 3 - Histogram of Processing Time for Bag Drop-off

CRANFIELD UNIVERSITY Department of Air Transport

User Inputs Modify

CRANFIELD UNIVERSITY Department of Air Transport

Figure 1 - Layout of the Excel Worksheet

CRANFIELD UNIVERSITY Department of Air Transport

2. Inputs in the Model

Figure 2 Check-in SImulation Input Sheet

2.1. Peak Hour Passengers

2.2. Passenger Mix Profile

CRANFIELD UNIVERSITY Department of Air Transport

2.3. Check-in Open Times

2.4. Check-in Close Times before STD

2.5. Passengers by each Check-in Mode

2.6. Resources Required

2.7. Passengers Using Bag Drop-off

2.8. Arrival Profile

CRANFIELD UNIVERSITY Department of Air Transport

Figure 3 - Input for Arrival Profile

3. Interpretation of the Results

3.1. Queuing Times

CRANFIELD UNIVERSITY Department of Air Transport

Figure 4 - Queuing Times and Other details

3.2. Server Usage

Figure 5 Server Usage

3.3. Waiting Time Graphs

CRANFIELD UNIVERSITY Department of Air Transport

Figure 6 Wait Time Graphs

3.4. Process Time Graphs

3.5. Intermediate Result Sheets

CRANFIELD UNIVERSITY Department of Air Transport

Figure 7 Process Time Graphs

CRANFIELD UNIVERSITY Department of Air Transport

Figure -1 Wait Times, Check-in Counters - As-is Model

Figure -2 Process Times, Check-in Counters - As-is Model

Figure -3 Wait Times, Bag Drop-off - As-is Model

Figure -4 Process Times, Bag Drop-off - As-is Model

Figure -5 Wait Times, Check-in Counters - Scenario 1

Figure -6 Process Time, Check-in Counters - Scenario 1

Figure -7 Wait Times, Self Service Kiosk - Scenario 1

Figure -8 Process Times, Self Service Kiosk - Scenario 1