In this paper we present a discrete event simulation model of a cruise terminal for decision support and strategic planning. The main objective is to provide an analysis tool for systems with high capacity constraints, heterogeneous subsystems, time-dependent demand and stochastic passenger transfer and travel times. Cruise terminals are connected by bus to a transport interchange or intermobility center where passengers are transferred to taxis. All terminals are affected by capacity constraints such as the number of bus platforms for passenger pick-up and drop-off and the limited queuing capacity for taxis and passengers. Passenger arrivals are time-dependent and cruise-type-dependent. The purpose of this model is to support the strategic decision-making process through what-if-scenarios. Decisions involve determining the required number of bus platforms, taxi buffer sizes and passenger distribution policies, among other factors. The results identified and proposed the solution of bottlenecks and enabled a sensitivity analysis to be performed.

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