Lufthansa and airport operator Fraport are testing a redesigned departure gate at Frankfurt Airport’s Terminal 1. Gate A16 replaces the traditional service desk with staff who move around the space using tablets to help passengers, while large screens display live flight information. The area also features lounge-style seating and workspaces for travellers waiting to board.
A 360-degree screen system makes departure times and gate changes visible throughout the room. Passengers can also scan QR codes to access digital self-service options through the Lufthansa app, while individual work cubes offer a quieter place to sit or get things done.
The trial gives passengers more ways to access information and assistance without having to queue at a single counter. Lufthansa and Fraport will use feedback from travellers to assess the new layout and decide whether similar changes should be introduced at other gates.
Image Credit: Future Travel Experience
Key Themes Behind This Trend
- Counterless Passenger Service
- Mobile staff and app-based support reshape gate operations by replacing fixed desks with flexible assistance zones that reduce queue dependency.
- Ambient Flight Information
- 360-degree digital displays create an always-visible information layer that can improve passenger confidence during boarding and disruption events.
- Work-ready Waiting Areas
- Lounge-style seating and quiet work cubes reflect growing demand for airport spaces that support productivity as part of the travel experience.
Where This Applies
- Airports
- Terminal operators can explore more adaptable gate formats that blend passenger flow management, digital signage, and distributed service models.
- Airlines
- Carrier-owned digital tools gain added value when integrated directly into physical boarding environments through QR access and mobile service support.
- Travel Technology
- Self-service platforms, real-time display systems, and staff mobility solutions are positioned to become core infrastructure for next-generation passenger touchpoints.
