A while ago there were plenty of complaints regarding baggage claim time that Houston Airport executives had to face everyday. They tried to deal with the problem by putting more baggage handlers on that particular shift but although it reduced the average wait time to 8 minutes complaints didn’t stop.
After the airport authorities analysed the situation more thoroughly, it was revealed that it took about a minute to get from the arrival gate to baggage claim, so the passengers had to spend 7 more minutes waiting for their bags.
The solution Houston Airport came up with was to move the arrival gates away from the baggage claim area so it now takes passengers about 7 minutes to reach the area. It resulted in complaints reducing to almost zero. As research shows, people usually exaggerate about the time they have to wait and what they find most bothering is the time they spend unoccupied. Thus, occupying their time by making them walk longer gives them the idea they don’t have to wait as much.