Socio-Technical Agent-Based Modelling of Decision-Making in an Airline Operational Control Center: Application to an unexpected diversion use case at KLM CityHopper

This paper proposes a socio-technical agent-based model developed to increase the understanding of decision-making in an airline operational control center (AOCC). In this model human decision-makers, a Decision Support Tool, and technical systems are included. The selected case study encompasses the<br/>unexpected diversion of a flight from...

Providing good service quality and customer satisfaction for airline ground services

Airline Industry has seen constant growth in the passenger aviation sector over the years. The profits though, have not risen much because the competition has stiffened and fluctuating oil prices have been a cause of concern as well. Price wars have been a short-term strategy for the airlines to gain a bigger market share and retain customers....

Improving the performance of the trolley supply chain with a focus on visibility.

The lack of visibility, significant investment and a presumption of fleet shrinkage falter the decision-making process of a Dutch airline. Five decision areas have been identified and for each decision area improvements strategies or alternatives have been designed. Selecting the best alternative per decision area is a multi-criteria decision...