A study has been undertaken to investigate the quality of service rendered to airline passengers. The passengers who come to airport would report at the respective counters in the first stage with relevant documents and tickets. It is found that for each flight service three counters are opened and passengers are free to join any of the queues at counters. At those counters the passengers are issued with the boarding passes after verification of documents. In the second stage where immigration cum security pass activity is performed. The system is considered as two stages multiple channels Jackson Queuing model. Data have been recorded for several days at various times in each of the days and at various counters at the stages. The data have been analyzed and the arrival rate of passengers, service rate of passengers, waiting time in the queue system and length of system are computed. The quality control charts are drawn to depict the waiting time of the passengers in the queues before boarding the respective flights. The waiting time was exorbitantly high and hence optimized the serving system with the addition of optimum number of servers. With the proposed addition of optimum servers the total cost is optimized and the waiting time of passengers before boarding the respective flights is reduced greatly and improves the customer’s satisfaction.
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