Frankfurt Airport trials counter-free boarding at redesigned gate

Frankfurt Airport is testing a new approach to boarding and passenger services that replaces traditional gate counters with mobile staff equipped with tablets, as part of a joint initiative between Fraport and Lufthansa.

The ‘Gate of the Future’ project at Gate A16 in Terminal 1 combines digital self-service technology, real-time passenger information and redesigned waiting areas. The trial will continue until the end of the first quarter of 2027, with the findings informing decisions on whether individual features should be introduced elsewhere at the airport.

“With the Gate of the Future, we are responding to growing passenger expectations regarding digitalisation and comfort while also supporting our employees in their work,” a Fraport spokesperson told the Airports AI Alliance.

One of the most significant changes is the removal of the conventional boarding counter. Instead, Lufthansa gate agents circulate throughout the waiting area, assisting passengers with seat reservations, upgrades, rebookings and other enquiries.

Staff carry tablets providing access to multiple boarding systems through a single interface, allowing them to retrieve information and issue automated gate announcements.

Large wall-mounted monitors and 360-degree displays provide live information on departure times, boarding status, hand luggage requirements and gate changes. QR codes connect passengers to digital self-service options, while lounge-style seating and private workspaces have been introduced.

Testing under real operating conditions

Rather than deploying a single technology, the project brings together several operational and design changes that can be evaluated individually.

“Gate A16 serves as a test environment in which we are trying out different components under real operating conditions, ranging from IT-supported boarding procedures and new workplace concepts to the redesigned gate environment,” the spokesperson said.

Although the project aims to make boarding faster and smoother, Fraport acknowledged that it is too early to report meaningful results.

“During the test period, Lufthansa and Fraport are gathering operational experience and passenger feedback,” the spokesperson added. “These findings will form an important basis for assessing the individual components and deciding on their potential further use.”

The airport is collecting feedback through several channels, including passenger surveys, but has not disclosed specific performance indicators or targets for boarding efficiency and staff productivity.

“The experience gained during ongoing operations, together with feedback from passengers and employees, will provide Lufthansa and Fraport with the basis for deciding which individual components could be rolled out to other gates,” the spokesperson said.

Image: Fraport/Lufthansa