Service and comfort

With its location at the centre of Europe, Vienna Airport has developed into an important turntable to Eastern Europe and the Middle East. It has thus grown into the biggest employer within the region and a major economic motor for Austria.

The development of the airport has continued by enlarging the terminal area, to offer passengers more comfort and a better level of service. The additional capacities ensure that efficient and swift passenger handling can be guaranteed despite an increase in air traffic.

A number of changes effecting passengers arriving and departing from Vienna Airport came into place on 5 June 2012. The airport terminals have received new names: Terminal 1 becomes ‘Check-in 1 (counters 150-199), Terminal 1A becomes ‘Check-in 1A’ (counters 111-132) and Terminal 2 becomes ‘Check-in 2’ (counters 201-299). Skylink can be found within ‘Check-in 3’ (counters 301-399). These new designations are necessary as Skylink will double the existing terminal and operating space by 150,000m².

Vienna Airport’s new terminal consists of two parts. The new pier has up to 17 aircraft positions, while the new terminal has additional check-in desks, a modern baggage sorting system, many shopping opportunities and numerous restaurants and cafés. The terminal expansion allows the airport to react flexibly to the increase of traffic and can therefore handle significantly more passengers.

The terminal areas include Skylink. This way, even more travellers can check-in and board more quickly and comfortably. Modern security controls ensure the greatest possible security programme with little effect on passenger flow. As a result, passengers are left with more time to stroll through the many shops, enjoy the range of restaurants and cafés and are able to settle down comfortably in the retreating areas of the terminal.

One roof concept

A clear concept of passenger flows over three levels of short and approachable distances, as well easier orientation for passengers and the prevention of a loss of time, were important planning parameters when creating the new terminal template.

These clear routes help significantly to make sure that the minimum connecting time of 25 minutes (the time needed by a passenger to catch their connecting flight) can be fulfilled. The resulting advantage for passengers and airlines is that the total period of a journey by air is kept as short as possible. To create the fastest possible and most convenient transfer routes, arriving and departing Schengen and non- Schengen passengers are segregated in Skylink. This takes place at the authority islands in the terminal and the pier, where the different passenger flows are segregated onto the respective levels. The passengers and their well-being are the focal point of the new terminal, which is why special attention was paid to comfort, quality and service during the planning phase. Colour conceptions intended to have stress-reducing and calming effects, special family zones and comfortable seating places, as well as modern shopping concepts and integrated art, have transformed the building into more than a terminal.

New departure points

Check-in procedures for all carriers handled by Austrian Airlines will now take place in Check-in 3. With only a few exceptions (Aegean Airlines, Turkish Airlines and Brussels Airlines), all Star Alliance flights will now use Check-in 3. The major Star Alliance partners are Austrian, Adria Airways, Croatia Airlines, Egyptair, LOT, Lufthansa, Swiss and TAP. The check-in counters for flights with other airlines, such as Air Berlin, NIKI and many more, can still be found in Check-in 1A and Check-in 2. Check-in 1 (the former Terminal 1) will be closed and refurbished, beginning in mid-June 2012.

New gates and security controls

Travellers who have checked in with their airline in Check-in 3 will then pass through the new central security control zone, where 15 high-tech lines provide for fast and uncomplicated completion of the necessary controls. On their way to the aircraft, passengers will then be able to browse through an expansive shopping and restaurant area near the new F and G Gates. Nearly all Austrian Airlines flights will depart from these gates. Exceptions are long-haul flights to the USA, which will continue to depart from the D Gates because current regulations require closed gates and the additional control of travel documents.

New central arrivals hall

Vienna Airport now offers passengers a new modern arrivals hall. All passengers, including those arriving in Pier East, Pier West or an open aircraft position, will enter this new hall and collect their baggage there. In addition to the baggage carousels, this area contains numerous shops and restaurant facilities, such as a Spar Gourmet supermarket, which is also available to non-travellers. The arrivals hall provides direct access to the City Airport Train (CAT), the rapid transit railway, car park no. 4, short-term parking area K3 and the bus station.

Shop and restaurant highlights

In the new terminal, passengers can experience a wide variety of new shops with well-known international brands and new restaurants. This ranges from the Asian gourmet cuisine of Austria’s star chef Wini Brugger in the ‘Indochine Light’ to fine wines in the ‘SkyWineLounge’ and ‘DeCanto’ wine bars and a relaxed coffeehouse atmosphere in the ‘Meinl Foodcourt’ and ‘Caffé Ritazza’. A large duty free/travel value shop managed by the leading shop operator Heinemann, and top brands such as Lagerfeld, Dolce & Gabbana and Thomas Sabo provide a wide range of shopping opportunities.

Flughafen Wien recommends car park 4 (closer to Check-in 3) for passengers on Star Alliance and Austrian Airlines flights and car park 3 (closer to Check-in 1, 1A and 2) for flights with all other airlines. Both car parks are directly connected with the terminal buildings. Car park 4 is closest to the new arrivals hall. Information on the specific check-in areas used by the various airlines and the check-in counters for individual flights can be found on the Flughafen Wien website at www.viennaairport.com. This website also provides layout plans of the airport with details on the shops, restaurants, lounges and parking facilities as well as the services provided at Vienna Airport.

Modernisation plans

Work will also start to improve travel comfort in the old terminals. A central security control area will be installed in Pier West. Passengers departing from the B or C Gates will then be able to enjoy the shopping and restaurant areas or wait for their departure directly at the gates after passing through the required security controls. The previous security control lines directly at the Pier West gates will be removed.

Modernisation work in Check-in 1 (the former Terminal 1) will start at the end of June 2012. The old arrivals hall has already been closed, and the construction site for the Austrian Railway Corporation station will soon open in this area. The shopping arcade and car park 3 will still be available to passengers, but the access route will lead in part over temporary walkways outside the terminal building because of the construction. Plans to improve this situation are currently in progress. The construction in Check-in 1 is scheduled for completion by the end of 2012, when Air Berlin and NIKI will relocate to the re-designed terminal. Work will then start on Check-in 2 (the former Terminal 2). These measures are designed to improve the service and location quality in all terminal facilities and to provide all passengers with an enjoyable travel experience.

Vienna Airport

Flughafen Wien AG is one of the few airports in Europe quoted on the stock exchange. As a developer, builder and operator of Vienna Airport it offers the full range of associated services: airport operations, ground operations, security services, infrastructure provider and commercial activities.

Thanks to its geographical position in the centre of Europe, it is one of the most important hubs for the growing number of destinations in central and eastern Europe. Its growth strategy is also based on positive development of demand for flights to destinations in Asia and the Middle East and the above-average expansion of lowcost carriers. Vienna Airport was the point of arrival or departure for some 21.1 million passengers in 2011.

Vienna Airport is the largest employer in eastern Austria. In 2011, an average of 18,000 employees in 230 companies worked to ensure punctuality, convenience and safety. A further 52,500 jobs are indirectly connected with Vienna Airport. The airport operations generate tax revenue throughout Austria of just under €1 billion per year.

About the authors

Günther Ofner has been a Member of the Management Board of Flughafen Wien AG since September 2011. He has previously held Manage ment Board positions at Burgenland Holding AG, BEWAG AG and has been Chairman of the Man – age ment Board at UTA Telekom AG.

Julian Jäger has been a Member of the Management Board of Flughafen Wien AG since September 2011. He has previously been Chief Executive Officer and Executive Director of Malta International Airport and has been Head of the Business Development Department for the Airline and Terminal Services Segment for Flughafen Wien AG.