Lufthansa and Fraport have opened the redesigned ‘Gate of the Future’ at Gate A16 in Terminal 1 at Frankfurt Airport, replacing most fixed-counter services with mobile passenger assistance. Staff equipped with tablets will move through the gate to support travellers with rebookings, seat reservations, upgrades and other queries, while digital self-services and real-time flight information are available through QR codes and large displays.
A reduced counter with a single workstation remains in place, meaning the concept does not eliminate traditional gate assistance entirely. The mobile service model gives staff access to boarding systems through a single interface and allows them to provide support directly to passengers in the waiting area.
The gate has been redesigned with sofas, flexible work areas, working cubes, large wall monitors and 360-degree displays. Screens show departure times, boarding status, hand-baggage information and live gate-change updates. QR codes provide access to digital services, including the Lufthansa app.
Lufthansa and Fraport will use A16 as a test environment to assess which services passengers value most and which elements could later be introduced at other gates or elsewhere at Frankfurt Airport. The partners have presented the project as a pilot rather than a decision to remove conventional counters across the airport.