Mitigating waiting time at the check-in counter: a study of Vietnam Ground Handler

Abstract

Queuing time is always closely related to passenger satisfaction - the key indicator thatairlines need to maintain. That, in turn, is the indicator that Vietnam Ground Handlershould maintain to reinforce the long-term business relationships between VietnamGround Handler and airlines. For the case of Vietnam Ground Handler in relation toairline X, it is necessary to solve this key problem as soon as possible so that bothcompanies can renew the current contract in time.