Methodology for defining the new optimum level of service in airport passenger terminals

This paper proposes a methodology based on agent-based simulation to define the new optimum airport level-of-service (LOS) that guides cost-efficient terminal design while providing passengers with a reasonable LOS. It aims to allow at least 50% of passengers to experience the new optimum LOS range while cutting off LOS values during peak and off-peak periods. The simulation also helps to adopt the standard cut-off combination and test the applicability of the methodology. The test reveals that the proposed methodology is useful for establishing an alternative LOS standard that is more cost-efficient and flexible than the conventional IATA standard and could be applicable for other public transport terminals.