The Multiphase Queuing System of the Rijeka Airport

The paper gives an overview of the real system as a multiphase single server queuing problem, which is a rare case in papers dealing with the application of the queueing theory. The methodological and scientific contribution of this paper is primarily in setting up the model of the real problem applying the multiphase queueing theory. The research of service system at Rijeka Airport may allow the airport to be more competitive by increasing service quality. The existing performance measures have been evaluated in order to improve Rijeka Airport queueing system, as a record number of passengers is to be expected in the next few years. Performance indicators have pointed out how the system handles congestion. The research is also focused on defining potential bottlenecks and comparing the results with IATA guidelines in terms of maximum waiting times.