Eliminating baggage waiting time complaints at the airport by delaying arrival at the Baggage counter

Some time ago, Houston airport executives received a lot of complaints about long waiting time at baggage claims. They reacted by increasing the number of handlers which reduced the time but still the complaints persisted.

When they analysed it further they realized that it took 1 minute for passengers to travel from the plane to Baggage claim and 7 minutes to get their bags.


So the airport smartly reversed this by moving the arrival gates away from the baggage claim counter. This resulted in passengers walking for 7 minutes to the Baggage claim and 1 min to collect their bags. 


This resulted in almost zero complaints


src Nytimes story

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