Queue Management: Extreme Edition
Passenger behaviour has gone out of hand; it’s time for passengers to get back in line
The ability to assign classes to queues
For e.g. priority pax vs. regular pax
The ability to assign multiple agents to a single queue
For e.g. 3 security stations being assigned to a single queue. This would achieve true load balancing.
In this situation, it would be necessary for a staff member to send pax from the front of the queue to the appropriate station (because masses of people cannot organize themselves)
The ability to assign multiple agents to multiple queues
For e.g. 3 security stations being assigned to a main queue and a priority queue. 2 of them prioritizing the main queue while the remaining 1 prioritizes the priority queue. Leading to the following observations:
When both queues are occupied, #1 and #2 accepts pax from main queue, while #3 accepts pax from the priority queue.
When only priority queue is occupied, all stations will accept pax from the priority queue.
When only main queue is occupied, all stations will accept pax from the main queue.
In these situations, it would be necessary for one or two staff members to send pax from the front of the queues to the appropriate station. One or two staff members at the entrance of the queues would also be necessary to ensure pax are entering the queue for which they are eligible for (once again, because masses of people cannot organize themselves, people don’t read signs, people don’t obey rules and instructions, etc etc.)
The ability to assign a single agent to multiple queues
For e.g. 1 boarding desk is assigned to a priority boarding queue and also a standard boarding queue
These kinds of divergent and convergent queues are almost always found at check-in, security, gate boarding, and customs/immigration. They could also be found at large stores and restaurants that have multiple POS terminals to meet the demand. But even small stores and restaurants with only 1-2 POS terminals could have a single but small static queue to mitigate congestion and prevent disorderly queuing behaviour; dynamic queuing can be achieved, but sometimes it doesn’t just because people are people…
Why it should be implemented:
We know that there are dynamic queues and static queues. Queues can only be assigned to one instance of an object/agent. However, this method of queue management limits the ability to balance loads across several inputs (queues) and outputs (agents). Queue management is quite important in order to achieve load balancing and reducing wait times to a disparate population of travelers (i.e. priority members, special needs, trusted traveler, regular, etc.) Priority travelers could have a lower tolerance for long wait times than regular travelers.
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Further @ Queue Management: Extreme Edition