Transferring made easy – especially for Time Critical Connections
The project aims to improve the measurable and perceived transfer quality in FRA. Four workstreams of analysis serve as a baseline: big data, transfer process observation, qualitative interviews, and external benchmark. The objective is to improve transfer satisfaction and reduce missed connections above MCT.
Through our 3 project pillars: data analytics, process observations and benchmarking FraAlliance is pushing towards a better transfer experience for our passengers connecting through FRA – together with Fraport and Lufthansa.
We aim to offer more transparency for our customers to better understand what to expect during their transfer. We are testing and implementing measures along all process touchpoints to smoothen our passengers’ journey through the airport. Starting on the flight into Frankfurt and once you arrive.
Existing tools are being enhanced by Lufthansa and Fraport:
- Fraport’s signage at the airport is being upgraded and the digital airport map is undergoing major upgrades
- Lufthansa’s Flynet portal on the airbus 320 family aircraft offer connecting flight information – and rebooking options in case of an irregularity before even arriving at Terminal 1 in FRA
- An Arrival Video has been implemented on long-haul flights to inform passengers about their transfer through FRA on the IFE screens
- The Lufthansa App has been upgraded to show average walking times between gates
New measures are being tested:
- QR Codes on every seat on Lufthansa Express Bus offer direct access to all information needed for the transfer: security check waiting times, live flight and gate information, wayfinding & time to gate, and more
- Transfer Guides – service staff strategically placed throughout the terminal offer connecting flight information and the shortest path to the gates.
Together with our internal and external partners we are working on more MVPs: e.g. fast lanes for critical connections, push-notifications with transfer information at touchdown.
Responsible People
Stefan Widauer & Oscar Romero
