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

Nowadays, in-flight comfort has become an essential characteristic to survive indomestic airline businesses. air hostesses’ quality of service and response time to customerdemand plays a vital role in enhancing quality of the flight experience and passengersatisfaction. however, additional requirements on air hostess expose them to fatigue whichcould eventually result in job dissatisfaction that also will reflect onto the customer. thisresearch studies the detailed tasks of airhostesses that take place from take-off to landing andanswers such questions as usefulness of discrete-event simulation in assessing the performancemeasures of an airline hostess team and in improving them. different activity scenarios aredeveloped through simulation to provide a better organization of the multi-tasks that theairhostess provide to customers throughout the flight. this study is conducted on an airbusaircraft.