Level of service analysis for airport baggage claim with a case study of the Calgary International Airport

This work presents a methodology to evaluate the level of service (LOS) of an airport baggage claim. A psychometric scaling technique is employed to obtain quantitative data from qualitative data (user responses as a function of five rating categories). Regression analysis is applied to obtain a statistically valid relationship between user responses and observed operational indicators. The proposed model is developed from a case study of the West Jet baggage claim area at the Calgary International Airport – Canada, where 62 passengers have been observed and interviewed. The collected data allowed the proposal of standards, which indicate tolerable limits as a function of various LOS ranges (A–E). The results are useful for managers and designers on assessing the LOS offered in a terminal, but also during the planning and design stages of an airport.