Case Study: Copenhagen Airports achieves streamlined PRM assistance and EU compliance with SITA WorkBridge

Supporting Passengers With Reduced Mobility

Copenhagen Airports, which handles about 22 million passengers a year, needed to scale and formalize assistance for passengers with reduced mobility (PRM) after EU Regulation 1107/2006 made airports responsible for PRM services. To avoid adding headcount and to better manage varying PRM needs across its terminals, the airport’s PRM operator Falck selected SITA’s WorkBridge mobile workforce solution to integrate with existing processes and deliver real‑time tasking to on‑floor agents.

SITA implemented the WorkBridge resource‑management platform (with Motorola handhelds) and went live within three months, automating work‑order processing, scheduling and dispatch. The SITA solution maximized resource utilization, improved billing accuracy, enabled EU compliance, supported ISO9001 certification for Falck’s PRM service, and helped Copenhagen Airports meet customer service targets.

Copenhagen Airports

Hanne Frederiksen

Project and Operations Coordinator