Aprèn - Sonia Pérez Mansilla

This Bachelor thesis presents the development of a specific program to be used at the Barcelona-El Prat Airport, in order to simulate the service to passengers with reduced mobility, in order to be able to find a proper staff distribution. This program is necessary because of the big levels of uncertainty of the service, due to the fact that a lot of users do not alert the Airport that they are going to use it. Thus, the main aim of the program is to simulate the total amount of passengers with reduced mobility that is going to request service during a specific season, and a given terminal, weekday and slot; and also to assign the adequate staff in order to accomplish the demands of the European Union to that service. Moreover, the program has to be able to predict, using a percentage of growth, the total amount of requests that the system must face in the following years, using the data obtained in the previous year. In order to be able to do the program, the requests data of the service during the years 2013, 2014 and 2015 have been used. Another study of this service has been used in order to know the time probability distributions service of each stand in the airport, both arrivals and departures. It is important to point out, that this study only give us the 2013 distributions, so, it is important to take it into account, and, if there is the intention to use it in the following years, it must be assumed that this distributions stay constant. Once we have analysed the technical aspects of the program, the obtained results for 2013 are shown. For each weekday, terminal and season, there is a table divided into four slots, corresponding to interval times of 4 or 8 hours, where the mean number of PRM who use the system after 100 iterations can be found, as well as the mean waiting time, the required servers and the non-idle time percentage of each server. These tables are also divided into two parts, the first one shows the results obtained when the 95\% of the users are attended in less time than the most restrictive ones given by the EU, and another one, where the results show the data obtained when the 99\% of the users are attended. To sum up, we can see that, comparing the results obtained using the simulations and the real data of the service, the program works as it is supposed to. That is because the values obtained of users of the service is really close to the real values, as well as the number of servers obtained, which corresponds to the values obtained in the 95\% simulation.

Estudi del servei d'atenció als passatgers de mobilitat reduïda a l'Aeroport de Barcelona-El Prat

Treball Final de Grau

Pitarch Medina, Laura; Moret Fito, Ferran

Tutor/a - Director/a: Pérez Mansilla, Sonia

Data de publicació: 2015

Escola d'Enginyeria de Telecomunicació i Aeroespacial de Castelldefels (EETAC)

Veure detall Accés al text complet

This work makes a thorough study of the current operation of the service to disabled guests of the Barcelona - El Prat airport to make it more efficient. The most important problem they have to face nowadays is the uncertainty in the number of passengers that will need the service, and therefore is almost impossible to adapt the staff to the real demand. This derives to a malfunctioning of the service, which gives a bad image of the airport and maybe, economic penalties. The objective of this project, therefore, is be able to predict with the maximum possible accuracy how many incidentals there will be throughout the day, and more precisely, every hour, and hence be able to configure the workforce more efficiently. In order to be able to do this prediction, the airport has given to us the data corresponding to the service of the year 2013, with which we have made three studies. The first two studies were used to extract the data needed to do the subsequent simulation of the service. The first study is the calculation of the distribution of the probability that the data follows each day and hour. We have used the Pearson chi square test to see if our initial hypothesis could be accepted as valid or not. The second has been a study of the service times regarding the boarding gate. We have been able to demonstrate that the service time depends only on the boarding gate. To do so, we have divided the airport in zones, grouping the boarding gates with a similar average of service time and we have obtained that each zone follows a uniform distribution. The third study, the calculation of the waiting time of the passengers to be attended, is used to compare the quality of the service before and after applying our results from the simulations. These simulations have given to us that the number of PMR passengers is very similar to the real, so the previous statistic study is validated. Moreover, we have organized the service that the 90% or 95% of the passengers demanding the service will not wait more than the maximum waiting time established by the norm. This improves significantly the actual waiting times without the necessity of increasing the number of agents. However, the fact that we have studied all year globally by the lack of more data, our program oversize a little bit the service during the months when the demand is lower. This phenomenon could be improved in future studies by taking into account more data from subsequent years. These data could be obtained by doing studies of the growth of the airport during two or three years. Moreover, there are other possible improvements in order to do this study more accurate and, hence, optimizing better the available resources.