Singapore Changi Airport: Check-in to a world class experience

• Main Authors: MOOSA, Sharafali, SESDHADRI, Sridhar, RODRIGUES, Brian, CHAN, Chi Wei
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2015
• Subjects: Business operations; service operations management; process optimisation; queues; waiting times; simulation analysis; sensitivity analysis; trade off analysis; airports; Singapore; Asian Studies; Management Sciences and Quantitative Methods; Operations and Supply Chain Management; Transportation
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/140; https://cmp.smu.edu.sg/case/2851
• Institution: Singapore Management University

Hamidah Hassan works at SATS, a provider of gateway services at Changi Airport. SATS has a symbiotic relationship with Changi Airport Singapore and Singapore Airlines. Hamidah is in charge of the operations at the check-in counter. As passenger traffic at Changi Airport increases, the lengthening waiting lines threaten to impair customer perceptions of the airline and airport. In order to implement an efficient solution, she has to balance her cost of operations against the cost of waiting for passengers and the service level agreement with the airport authority. This case analyses the problem using an integer linear program before performing a simulation analysis.