Simulation Modeling and Analysis of In-Flight Service Operations for Commercial Passenger Flights

Nowadays, in-flight comfort has become an essential characteristic to survive in domestic airline businesses. Air hostesses’ quality of service and response time to customer demand plays a vital role in enhancing quality of the flight experience and passenger satisfaction. However, additional requirements on air hostess expose them to fatigue which could eventually result in job dissatisfaction that also will reflect onto the customer. This research studies the detailed tasks of airhostesses that take place from take-off to landing and answers such questions as usefulness of discrete-event simulation in assessing the performance measures of an airline hostess team and in improving them. Different activity scenarios are developed through simulation to provide a better organization of the multi-tasks that the airhostess provide to customers throughout the flight. This study is conducted on an airbus aircraft.