Approach to Solving Congestion Problems Inside the Departure Hall Terminal of Airports in Thailand

Abstract

This research on the title of “Approach to solving congestion problems inside the departure hall terminal of Airports in Thailand” The purposes of the research are 1) Study the factors causing congestion problems 2) Study the approach to solving the congestion problem Inside the departure hall terminals of Airports in Thailand. This article is the result of a qualitative research. The data was collected through in-depth interviews and group discussion with 19 airport administrators and experts.The results are as follows: 8 problems that caused congestion inside the departure hall terminals. For guidelines for solving congestion problems inside the departure hall with 4 approaches consisting of the first approach, the good governance. The second approach, improving of resource allocation and facilities necessary in the terminal by focusing on providing services to passenger of all nationalities in a variety of languages effectively. The third approach, employee Involvement. The fourth approach continuous and efficient service development according to the PDCA model. However, the implementation of each approach requires the support of high-level executive, with systems and mechanisms comprising key factors including planning, implementation, review of deficiencies and continual improvement. To deliver the excellent services quality to passengers in the airport which could impact the most impression to passengers.