Studies on level of service are to be found in the relevant literature spanning the last three decades, however, the majority of these focuses on airports in the USA and Europe. The carrying out of some applied research which included Brazilian airports is to be noted, but what stands out is the lack of analyses in areas relating to passenger disembarkation. Given that this issue is not commonly dealt with in national and international literature, the purpose of this book is to investigate which factors influence the level of service relating to arrival components. This study also analyzes the impacts of increased demand, infrastructure characteristics and airport operational characteristics on the variables of waiting time and available area in the baggage claim areas. The methodology used in this book combines: user monitoring techniques, infrastructure analysis, simulation models and methods of Design of Experiments (DOE) using Orthogonal Arrays and Linear Regression. The results indicate that the level of service offered could be significantly improved by managerial decisions mainly related to the time the baggage takes to get from the aircraft to the carousel.

Dr. Giovanna Miceli Ronzani Borille is graduated in Architecture and Urbanism at the Federal University of Santa Catarina (Brazil) and she has taken a PhD in Science in the Program of Aeronautical Infrastructure Engineering, area of Airports and Air Transportation at the Aeronautics Institute of Technology (Brazil).