Passenger Flow Management in Front of Ticket Booths in Urban Railway Stations

In railway stations, queues often form in front of the ticketing booths that provide ticketing services. Proper design of service systems is key to effectively managing these queues, as waiting time is a critical factor affecting customer satisfaction. This research focuses on optimising the location and configuration of queues in front of ticket booths to minimise waiting times and increase service efficiency. Passenger flow management at the station can be understood as the planning and implementation of the orderly movement of the crowd through the infrastructure. Using operational Markov chain analysis, we evaluate different queue configurations and the number of service providers in urban railway stations. The study specifically focuses on the case of the Poprad-Tatry railway station in Slovakia, where we propose the introduction of a common queue for all ticket booths. We propose the distribution of lines and their schedule, based on mathematical analyses, by creating designated service zones with a common queue in front of the ticket booths. The results show that this approach significantly reduces waiting times and improves overall system efficiency. This research focusses on solving the shortcomings in the design of queues in railway stations, specifically on the use of a common queue, thereby contributing to the improvement of passenger movement management.