Vilnius Airport Gains International Recognition for Passenger Experience Management

Vilnius Airport has earned international recognition for how it manages the passenger journey, receiving Level II accreditation for passenger experience management from Airports Council International (ACI) World on August 13, 2025. The move places Vilnius among just 134 airports worldwide—and 24 in Europe—to reach Level II. The award caps a fast year of change that includes a new departures terminal, record traffic, and a push to make travel smoother from curb to gate.

ACI World’s Passenger Experience Accreditation program, launched in 2019, validates how airports plan, measure, and improve the customer journey. Vilnius Airport moved from Level I in 2024 to Level II in just one year. Auditors review eight areas: customer research, strategy, governance, communication, service design, measurement, staff training, and delivery. The program has five levels in total, and Level II signals an airport has put structure and evidence behind daily service promises.

Accreditation and passenger growth

The award comes during a strong traffic rebound.

• In the first half of 2025, Vilnius Airport handled nearly 2.36 million passengers, a 4.5% year-on-year rise.
• Across Lithuanian Airports (Vilnius, Kaunas, Palanga), traffic reached over 3.3 million passengers, up 9% and equal to 40.3% of all Baltic air passengers.
• Flights also grew: 28,500 movements in January–June, a 6% increase.

New routes and extra frequencies to major European hubs helped bring more choice and better schedules.

Key voices on the achievement:

• Rasa Petraitienė, Lithuania’s Head of Passenger Experience, said ACI World’s independent review gives the airport a clear long-term path and supports staff growth.
• Transport and Communications Minister Eugenijus Sabutis, marking the opening of the new terminal earlier this year, called it a “historic day for Lithuanian aviation,” saying the upgrade meets rising public expectations.
• City Mayor Valdas Benkunskas emphasized that the airport shapes the first and last impression of Vilnius for many visitors.

How the airport reached Level II

The process is structured and evidence-based. Steps include:

1. Self-assessment: Map current service against ACI’s eight pillars.
2. Documentation: Show proof of processes, training, and real fixes.
3. External audit: ACI World reviews data and on-the-ground practice.
4. Accreditation: Award granted once criteria are met.
5. Continuous improvement: Keep measuring and raising standards across five total levels.

Terminals, technology, and what travelers can expect

A major driver of the upgrade is the new departures terminal, which opened in February 2025.

• The terminal is 14,400 m², effectively doubling capacity.
• It introduces advanced self-service points, faster baggage systems, and upgraded security screening.
• Two new boarding bridges speed up boarding.
• The new building links smoothly with the existing terminal.
• New road layouts, engineering networks, and smarter traffic systems make drop-off and pick-up simpler.

For travelers, this translates into:

• Shorter lines and more self-service options.
• Clearer wayfinding and more staff trained to solve problems on the spot.
• Expanded commercial areas with international catering and retail brands—more places to eat and shop before a flight.

The next leap will be the arrivals area.

• In June, Zaha Hadid Architects won the design for a new arrivals terminal planned to handle 10.6 million passengers a year.
• The design targets a BREEAM “Excellent” rating and includes 13,000+ m² of solar panels, stormwater collection, and hybrid ventilation to cut energy use.
• The terminal will tie into the coming Rail Baltica high-speed line, connecting air and rail in one hub.
• The old terminal is set for a commercial revamp by 2026; the new arrivals terminal is slated for completion by 2028.

Simonas Bartkus, CEO of Lithuanian Airports, says the new terminal sets a new bar for the country’s aviation—improving passenger comfort and staff skills. The airport’s progress will feature at the ACI World Airport Experience Summit in Guangzhou from September 8–11, 2025.

Regional and policy context

Lithuania’s share of Baltic air traffic—now at 40.3%—shows how growing connections and better schedules can shift travel patterns across a region.

A recent national survey found 9 out of 10 people in Lithuania see clear service gains and better comfort at the airport, with many noting easier links to Europe’s main hubs.

Industry voices at ACI World and Amadeus say Vilnius Airport’s push matches larger trends:

• More digital tools
• More personal service
• A smoother door-to-door journey

That mix is turning Vilnius into a model for mid-size European airports.

Practical impacts for stakeholders

For passengers:

• Clearer guidance before travel
• More accurate wait-time estimates
• More consistent service at checkpoints

For airlines:

• Steadier on-time performance
• Quicker turnaround times

For retailers:

• Increased dwell time in comfortable areas, boosting commercial opportunities

For the broader economy:

• Better first impressions for first-time visitors and improved travel connectivity

Travelers should still keep standard entry and transit rules in mind, including Schengen visa or passport requirements where applicable. The European Commission’s visa-policy page is the best place to start for official rules on who needs a visa, what documents are required, and how long processing can take: https://home-affairs.ec.europa.eu/policies/schengen-borders-and-visa/visa-policy_en

Market signal and human-centred service

According to analysis by VisaVerge.com, ACI’s Level II accreditation acts as a strong market signal:

• It tells carriers that Vilnius Airport has processes in place to keep service steady even as traffic grows.
• It reassures investors and commercial partners that the airport follows global best practices, measures quality, and trains staff to meet set standards.

The human story matters most. Different travelers have different needs:

• A parent with a toddler wants a stroller-friendly path, a quick security check, and a clean place to sit.
• An older traveler needs clear signs and staff who can help with special assistance.
• A business traveler cares about reliable Wi‑Fi, fast screening, and predictable connections.

ACI World’s framework pushes airports to plan for all traveler types—not just averages. Level II means Vilnius has moved beyond plans and pilots into repeatable, audited practice, while still having room to grow.

Governance, training, and next steps

Behind the scenes, governance and training have been key:

• Teams have aligned strategy, feedback tools, and frontline coaching so feedback turns into fixes.
• The accreditation confirms service goals are written down, tracked, shared, and used to drive change.

With five levels in the ACI program, likely next steps include:

• Deeper use of data
• Stronger cross-team accountability
• Tighter links between digital tools and day-to-day service

Timeline ahead

• Continued redevelopment of existing terminals through 2026.
• Steady build-out of commercial areas.
• Arrivals terminal construction targeting a 2028 opening with Rail Baltica integration.

If traffic keeps rising and service holds steady, Vilnius Airport is set to remain a leading player in the Baltic market—giving travelers a smoother trip from the moment they arrive at the curb.