As airports and their tenants strive to improve customer service, the opportunity to address a frequently frustrating situation—spending time in queues—has emerged with the advent of “virtual queuing.” Under this approach, customers can pre-arrange their times to access key processing areas, such as check-in and inspection services. Virtual queuing could be offered as a complimentary service or rationed using the power of pricing. In either instance, it could significantly increase customer satisfaction.

The objective of this research is to investigate the various alternatives for using virtual queuing at airports, including quantifying their potential benefits and identifying how they could be implemented in an airport setting.