Case Study: Vienna International Airport achieves 25‑minute connections and dramatically faster boarding with SITA's common‑use self‑boarding solution

Vienna International Airport - Customer Case Study

Vienna International Airport, a busy east–west hub serving around 20 million passengers and nearly 100 airlines, faced the challenge of improving passenger flows and meeting a 25‑minute connection target as it prepared for major expansion with the Skylink terminal. To reduce gate congestion, limit boarding‑agent intervention and raise service quality across all carriers, Vienna International Airport worked with SITA to explore common‑use self‑service boarding options.

SITA implemented a common‑use self‑boarding solution with 92 double‑lane gates and an integrated, pay‑as‑you‑use infrastructure that supports certified devices from multiple vendors. The result: dramatically faster, more orderly boarding—gate boarding times have fallen to as little as five minutes, tests showed a reduction from ~19 to ~9 minutes using one agent plus two SITA gates (≈50% faster), plus staffing flexibility, cost savings for airlines, improved gate allocation and higher passenger satisfaction. SITA’s end‑to‑end solution helped Vienna International Airport better meet its 25‑minute connection goal and scale for future growth.

Vienna International Airport

Julian Jäger

Chief Operating Officer