Germany – Supporting and auxiliary transport services; travel agencies services – Rahmenvertrag Servicedienstleistungen Passagierbetreuung Flughafen Düsseldorf

The Düsseldorf Airport is the fourth-largest commercial airport in the Federal Republic of Germany. The annual passenger count for the year 2025 was approximately 21 million passengers. For the proper operation of such an international commercial airport, passenger-focused service is a crucial concern. Since September 2023, there has been a continuous expansion of self-service devices, at which passengers can independently complete the check-in process and check their luggage in the so-called 2-step procedure. The subject of the present procurement procedure is the process support and care of both the equipment and the passengers checking in at the self-service devices by the service personnel, the so-called "floorwalkers". At the same time, Düsseldorf Airport has a need for additional personal services to ensure a smooth process flow and reduce waiting times both before check-in, at the boarding pass, security and passport control points, but also to assist passengers during their stay at Düsseldorf Airport. Furthermore, support services are required within the framework of the implementation of the Entry-Exit System in the entire Schengen area in the form of initial assistance through the deployment of so-called "EES service personnel". In addition, the service provider can be commissioned with additional but comparable tasks to those mentioned above in case of need. The maximum amount that can be called up via this framework agreement (max. term 8 years) is 1,050,848 hours. The framework agreement will initially be concluded for the period 01.01.2027 to 31.12.2029. It will automatically renew up to 5 times for one additional year (12 months) each, until at the latest 31.12.2034, if it is not terminated by one of the parties with a notice period of nine (9) months prior to the respective contract end. With regard to a possibility of price adjustment, reference is made to the procurement documents.