COVID-19疫情發生後，航空運輸受防疫管制影響，2020年全球航空公司和機場分別面臨高達3,140億美元和1,250億美元的損失。全球機場為維持旅客安全社交距離、防疫檢查等新增通關程序，使旅客在機場入出境的等候時間較疫情前大幅增加，以致降低機場服務品質。本文利用電腦系統模擬工具，建立桃園國際機場入出境流程模型，預測疫情發生前後，旅客在入出境流程所花費的等候時間及通關作業時間變化，評估其對旅客服務水準的影響。並提出短期改善方案，模擬此方案所能帶來的改善效益。模擬結果發現，防疫措施將大幅延長旅客通關時間，並發掘出旅客等待的瓶頸站點，運用短期改善措施可改善旅客入出境平均總時間，並達成IATA建議的服務水準，證明模型模擬工具可有效支援機場管理決策。面對COVID-19後疫情時期發展情況，就中長期程而言，國際機場需加速投資入出境基礎設施，轉變為智慧機場(Smart airport)功能，才能達成兼顧旅客防疫安全及服務水準。

After the COVID-19 outbreak, air transportation is affected by epidemic prevention and control. In 2020, global airlines and airports will face losses of up to $314 billion and $125 billion, respectively. Airports around the world have added customs clearance procedures to maintain the safety of passengers, such as social distancing and anti-epidemic inspections, which greatly increases the waiting time for passengers to enter and exit at the airport compared with prior epidemic, which reduces the quality of airport services. This study uses computer system simulation tools to establish a model of the departure or arrival process of Taoyuan International Airport, predicting the changes in waiting time and operation time of border clearance spent by passengers before and after the outbreak of the epidemic, and assessing its impact on passenger service level. Meanwhile, we propose a short-term improvement alternative and simulate the benefits of this plan. The simulation results display that the anti-epidemic actions will significantly extend the time for passengers to pass border, and discover the bottlenecks where passengers are waiting too long. The use of short-term improvement plan can reduce the average time of passengers spending in departure or arrival process, and achieve the service level recommended by IATA, which proves that the simulation model can effectively support airport management for decision-making. In the face of the post-COVID- 19 epidemic period, international airports need to accelerate investment in infrastructure on passenger departure and arrival, and transform into the smart airports for achieving a balance between epidemic safety and passenger services.