Case study: modelling passenger flows in Heathrow Terminal 5

This paper describes how simulation was adopted to model passenger flows in a new airport terminal and how the model is being used post opening. The paper gives an overview of some of the ways simulation has been employed at British Airways. The problem that had to be solved is described and why simulation was used. It then gives an overview of the model used to solve the problem and how it has been applied. The factors that had to be considered when carrying out the work are outlined. The paper also covers how the model was adopted for easier use and what non‐simulation Operations Research approaches were used. Before looking at the lessons learnt, the paper looks at what impact the modelling has had and is still having.