Queue Management Systems in Airport Management: Enhancing Passenger Flow and Operational Efficiency

Abstract

Queue management systems (QMS) streamline airport operations by determining travel patterns that help manage the passenger flow, reducing wait times, and enhancing operational efficiency. They help optimize queue configurations by real-time data analytics and employing algorithms, working to guide passengers efficiently through the place for check-in, security clearance, and boarding. It leads to a much more pleasant time for the passengers while ensuring better resource utilization and operational planning. This Paper investigates a new queue management system that utilizes advanced technologies like artificial intelligence and real-time data analytics. Such systems enable monitoring of passenger flocking and behavior for adjustability concerning the length of queues and the optimization of service times. The result is an enhanced travel experience and improved airport operational efficiency. The paper takes Singapore Changi Airport as a case study to aid the understanding of how effective management of queues can lead to effective Rose operational efficiency. These findings show that airports can significantly reduce passenger wait times using advanced queue management technologies and enhance the travel experience while facilitating operations. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.