Case Study: Frankfurt Airport achieves operational resilience and a touchless passenger experience with SITA

Behind the scenes with SITA Global Services at Frankfurt Airport

Frankfurt Airport engaged SITA to manage and modernize its large, complex IT estate — including check‑in counters and gates — that supports a pre‑COVID volume of about 70 million passengers and 512,000 flights. SITA Global Services (SGS) faced the dual challenge of maintaining system stability and day‑to‑day operations while rapidly adapting to COVID‑19 requirements and the airport’s need for a safer, more touchless passenger experience.

SITA delivered managed services through SGS with on‑site Customer Success management and Airport Service Agents, and upgraded legacy SITA CUTE to the SITA Flex common‑use platform during the pandemic. The solution includes approximately 1,100 active workstations, 6,000 print/read devices and 87 biometric‑enabled kiosks (the largest implementation in Europe), supporting 90 kiosks used by 39 airlines. These deployments by SITA kept operations running under pressure, enabled near walk‑through touchless processing, reduced operational risk and helped optimize costs while readying the airport for future growth.

Frankfurt Airport