Analysis of Passenger Processes

Düsseldorf Airport,

Project description

The use of larger aircrafts, the development of intercontinental air traffic and the Schengen area extension have led to increasing passenger figures at the Düsseldorf airport.

However, this growth requires that the airport’s infrastructure is adjusted and adapted to the increased demands by the implementation of appropriate measures. The analysis of the entire passenger process chain, as well as customer satisfaction in regard to comfort and orientation, should reflect the need for action and initiate optimization measures.


Flughafen Düsseldorf GmbH


  • Determination of fundamental data and definition of the project objectives
  • Process analysis and evaluation (e.g. interviews with passengers and airport staff)
  • Review of characteristic values related to international airport standards
  • Benchmarking
  • Development of optimization proposals for processes and infrastructure (catalog of measures)
  • Final documentation

Project data

  • Project period: 2008
  • Germany’s third-largest airport
  • Approx.  22 million passengers in 2014
  • 80 airlines
  • 205,686 flights per year
  • 180 destinations in 50 countries
  • Project period 2008