The objective of this work is the optimization of the passenger treatment chain at Fez-Sais airport. Our approach is articulated around a systematic analysis of the passenger treatment process in order to detect its constraints, illuminate the possible improvements and develop a method to improve the process. For that reason we have used the flow and process diagram as well as the queuing theory.
The discounted result is the enhancement of the passenger‟s service quality, while decreasing the time of waiting and eliminating bottlenecks, via the improvement of the forecasting, scheduling and resources affectation processes at the level of different modules of the chain.