Airport Experience® News - Conference Issue 2024

MARCH 2024 / V22 N253

2024 OFFICIAL CONFERENCE ISSUE

You Make 20 Look Good, AXN!

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AIRPORTS PREP FOR LEADERSHIP EVOLUTION

LOCAL V. NATIONAL BRAND DEBATE CONTINUES

AXN CELEBRATES 2024 PROPERTY MANAGER OF THE YEAR

IN-DEPTH GUIDE TO AXC 2024 CONTAINED INSIDE

Our AXN Memories and Salutes

Coming into this industry 7 years ago, AXN has been a fantastic source for me regarding the latest trends and dynamics in aviation as well as networking. Natalie Greene Senior Director, Brands and Concepts

I’ve spent the better part of my life developing lifelong relationships. It’s rewarding to have an annual event where so many colleagues gather around the common cause of improving the travel experience. Thank you AXN. Bob Stanton Vice President, Business Development

You Make

AXN has played a crucial role in my development by exposing me to diverse perspectives, emerging trends, and cutting-edge research. The Conference helps me stay updated and enhances my capabilities. Oscar Hernandez Vice President, Concepts and Development Cheers to 20 years of incredible impact on our industry—creating opportunities for discussion, innovation, and diversity. It’s been an honor to be a part of this community, and I look forward to the future! Jenn Juul Senior Director, Business Development and Strategic Communications

20-24, This strong conference I adore, Here’s to 20 more! Haiku from Paul Brown Senior Director, Brands and Concepts

Cheers to the AXN Conference— where connections come to life and possibilities become realities! Maria Martinez Senior Director, Brands and Concepts

I have been going to AXN for most of my airport career as a brand partner or an airport concession operator. AXN has been instrumental in bringing together the best! Happy 20th!!! Nicholas Schaefer Vice President, Central and South America

It’s been an honor to participate on AXN panels discussions. I’m humbled to have my work recognized at AXN awards ceremonies. I’ve tried my best to weigh in on a variety of articles for the magazine. I can remember at my first AXN, I didn’t know anyone. Today I can say that the people I’ve met over the years at AXN are lifelong friends. Dawn Hunter Vice President, Development

Over my last 10 years of attending the AXN Conference it never ceases to amaze me how the team keeps the conferences relevant and on trend. It's great to see so many individuals passionate about improving this sector of business that we get to call work! Kyle Phillips Vice President, Concepts and Development

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20 Look Good, AXN!

Look at you, AXN ! You’ve hit the big 2-0! 20 years of conferences, awards, speakers’ dinners, and news. The SSP America team is proud to have been part of the ride. We’ve made our annual pilgrimage to the Conference. We’ve hopped up on stage to accept awards. We’ve fielded a lot of questions from Carol and Andy. And, of course, we’ve been proud to sponsor the Speakers’ Dinner. So, toss the confetti, blow the horns, and pop some champagne—and thanks for the memories, the news and industry fellowship.

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The Market Experience Celebrating local food, beverage, and artisan producers

Multiple James Beard Award Nominee Chef Duane Nutter & our Chef Geunsson Pierrelouis

Our award-winning market concepts demonstrate our unwavering commitment to preparing freshly made food and drinks that are inspired by the very best local brands and ingredients.

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26 Succession Planning With Baby Boomer retirements coming fast and furious, there’s lots of turnover in the C-Suite these days. Four airports share their strategies to ensure a seamless leadership transition. 32 Brand Provenance Over the past two decades, the pendulum has shifted from a stark reliance on national brands to programs with a heavy focus on local concepts. But the swings are temporary, and finding the right balance is a moving target. 40 DEN Devotion AXN’s Property Manager of the Year – Penny May, chief commercial officer at Denver International Airport – shares her history and vision, while colleagues laud her positive impact on the industry. 48 AXC Wayfinding Check here for a map of the 2024 AXC Experience Hall, along with the full agenda of the week’s activities. 60 Sponsor Shoutout The Airport Experience Conference wouldn’t be possible without the support of our broad array of sponsors. We appreciate the ongoing support! 71 Exhibitor Showcase More than 80 exciting and innovative companies are exhibiting at AXC this year. Learn a bit about each brand before engaging with them in this year’s Experience Hall. 82 Featured Speakers Compelling content is a constant at AXC. Check out this year’s list of speakers and moderators who will share their expertise throughout three days of educational programming.

6 Letter From The Publisher 8 Data Check

86 One-on-One Longtime global industry executive Sabine Trenk joined Fraport USA in summer 2023. She is eager to further evolve the company’s existing concessions development operations with a bigger embrace of technology. 89 One-on-One Delaware North’s Travel Division has a new leader, but one who is familiar to many in the industry. Scott Socha, who led the Travel division from 2019 to 2021 is back at the helm and is putting his stamp on the company’s airport operations.

Airport spending on information technology is expected to surge, according to a new report from SITA. The report suggests the industry is ready to invest in growth and developing rather than just sustaining operations. 12 Latest Buzz Denver International Airport is completing a $2.5 billion concourse expansion program and is in the midst of a $2.1 billion Great Hall program as the airport prepares for passenger numbers approaching 100 million annually. 20 Director’s Chair Henry Thompson is putting his stamp on Fresno Yosemite International Airport as the terminal is expanded and more travelers flock to central California.

91 Advertising Index 92 Before You Take Off

The Airport Experience Conference is turning 20, but that’s young compared to most airports. Some, like Dallas/Fort Worth International Airport, Seattle-Tacoma International Airport and Long Beach Airport are celebrating milestone anniversaries this year.

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AX NEWS MARCH 2024

Our AXN Memories and Salutes

AXN has been the most productive, informative, interactive conference for me. From the Fact Book to the Podcasts, to the expo and breakout sessions, I want to express my most sincere gratitude to the entire AXN staff for keeping me on my game and setting me up for success year in and year out. Happy anniversary, and cheers to many more years of being our trusted industry partner! Scott Welding Senior Vice President, Development and Pursuit of New Airports I am fortunate to have been involved with AXN since the beginning watching it grow while staying grounded to its founding principles. AXN helps us connect and collaborate while promoting excellence in the industry. Pat Carroll Senior Vice President, Brands and Concepts

I’ve been involved since the beginning when Pauline breathed life into AXN. Here we are 20 years later and still going strong! One of my most memorable moments was being recognized as an airport CEO of the year. Happy 20th birthday AXN!! John Clark Senior Vice President, Development, Airports and Airlines

I attended my first ever Conference in 2006 and have attended well over 10 by now. I look forward to attending many more. Sebastiaan Rotteveel Vice President, Marketing, Innovation and Internal Concepts

Throughout my professional journey, the AXN Conference has played a pivotal role—uniting individuals within my network and fostering meaningful connections—it’s a valuable experience for personal and professional growth. Afsaneh Benson Senior Director, Brands and Concepts

I participated on a panel on industry trends and innovations when I was newer to the industry. It was a surreal experience to share the “big” stage with esteemed thought leaders in the industry. Overall, it was a truly empowering and an unforgettable experience that reinforced the importance for AXN in our ever-evolving industry. Heather Barry Vice President, Strategic Partnerships

From someone who's attended all 20 conferences, I would like to say thank you for everything you've done for this industry. Paul Loupakos Senior Vice President, Development and Airport Retention

My first memory of AXN was my participation on a panel some 15 years ago. It was an introduction to concessions and was moderated by Steve Freibrun and Mario Travino and Paul Brown were fellow panelists. Pat Murray Deputy Chief Executive Officer

TEAM

Desiree Hanson Chief Commercial Officer Melissa Montes Vice President/Publisher Carol Ward

Editor-in-Chief Nicole Watson Business Development Manager

Andrew Tellijohn Senior Reporter Sally Kral Contributing Writer Sarah Beling Contributing Writer

Barbara McCarter Portfolio Manager Chad Wimmer Senior Editorial Art Director Rae Lynn Cooper Production Manager Amanda Gochee Vice President, Marketing Strategy Katy Welch Senior Marketing Manager Tristan Lueck Marketing Coordinator Emma Vail Marketing Coordinator

MARCH 29 - APRIL 1, 2025 WASHINGTON, DC GAYLORD NATIONAL RESORT & CONVENTION CENTER AIRPORT EXPERIENCE CONFERENCE

Airport Experience ® News Is a Division of CLARION Events Phone 561.257.1026 Fax 561.228.0882 To subscribe visit https://www.airportxnews.com/plans/ ISSN: 1948-4445 Russell Wilcox Executive Chairman Lisa Hannant Chief Executive Officer, Clarion Events Greg Topalian Chairman, Clarion Events North America Liz Irving President, Clarion Events North America Copyright © 2024 Airport Experience ® News, all rights reserved. Any reproduction of this magazine is strictly forbidden without prior permission from Airport Experience ® News.

CONFERENCE.AIRPORTXNEWS.COM

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AX NEWS MARCH 2024

Wilshire & Fairfax (Los Angeles International Airport – LAX)

REVOLUTIONIZING TRAVEL RETAIL

Decanted/Hudson Nonstop (Dallas Fort Worth International Airport – DFW)

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Best Overall Retailer Large Operators

Retailer with the Highest Regard for Customer Service Large Operators

DE&I Trailblazer Carol McElheney, RVP Operations

MARCH 2024

Dear Valued Readers,

Welcome to the 2024 Airport Experience Conference and the Conference Issue of Airport Experience News. It is so incredibly exciting to be celebrating the 20 th Anniversary of the Airport Experience Conference. I, along with the entire AX team, am amped to welcome you to Dallas to share memories, celebrate, and look forward to the next 20 years for this dynamic industry. In the months leading up to this show I have had the pleasure of catching up with many of you and hearing your “my first ARN” or “my first AXN” stories. Many of these anecdotes referenced the first time a partner was met or a night a deal was struck. Then, of course, there were my personal favorites – reminiscences about the after-hours fun (and occasional shenanigans) that underscore the importance of the AX Conference in bringing the industry together. To add to that tall stack of anecdotes, I’ll add my first ARN story: the 2013 Airport Revenue News Conference & Exhibition at the Aria in Las Vegas. I truly was an attendee, having just joined the team two weeks prior. I had the opportunity to immerse myself in the sessions and walk through the exhibit hall, and was astonished at the level of creativity, innovation, customer service. As I write this, I’m working on my 14 th AXC and I still greet this Conference with the same wide eyes and astonishment. I want to personally thank the amazing partners, sponsors and exhibitors who make this Conference extraordinary. I also want to recognize the AX Team for the incredible efforts made this year and every year to bring AXC to life. I look forward to connecting with each of you during AXC 2024. We’ll celebrate the past 20 years but, more importantly, we’ll foster the discussions and connections that will help drive us forward for 20 more!

Cheers and thanks,

Melissa K. Montes Vice President & Publisher Airport Experience News mel@airportxnews.com

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DATA CHECK

With Passenger Numbers On The Rise, Airports Are Investing In Their IT Futures

BY CAROL WARD

IT&T Spend Predictions For 2024

Investment Priorities For IT Services

94%

93%

100%

95%

CYBERSECURITY

PASSENGER PROCESSING

AIRPORT SECURITY

COMMERCIAL SERVICES E.G RETAIL, FOOD AND BEVERAGE, PARKING

INCLUDING SELF-SERVICE, BIOMETRICS, MOBILE APPS, DIGITAL SERVICES, TOUCHLESS

85%

92%

90%

2023 - Planned

2022

2023 - Planned

CLOUD SERVICES INFASTRUCTURE AS A SERVICE, SOFTWARE AS A SERVICE, DESKTOP AS A SERVICE

BUSINESS INTELLIGENCE

COMMON USE INFRASTRUCTURE

1.

SOLUTIONS IT SERVICE

2.

MANAGEMENT ENHANCEMENT

augmented reality, and autonomous vehicles - suggest an ongoing commitment to digitalization for enhancing the passenger experience and boosting operational efficiency,” the SITA report said. “Passenger processing continues to be at the top of IT service investment agendas, with almost all airports engaging in major programs or research and development. The border control stage leads the way for adoption of biometric ID management, but over half of airports expect to implement this across other journey stages by 2026.” Airport Priorities Cybersecurity and passenger processing lead the way for airports’ IT service investment priorities, with 100% and 95% respectively having a major program or R&D in place in 2023. For cybersecurity, this is up from 77% in 2022, demonstrating its ever-increasing importance in the aviation sector, the report said. Similarly, passenger processing initiatives increased

“notable surge” in airport information technology spending is expected, given that operating

A

expenditures and capital expenditures are reaching similar levels, meaning that the industry is ready to invest in growth and development rather than just for sustaining operations, according to a new report from SITA. In its 2023 Air Transport IT Insights, released in February 2024, SITA said IT spending was projected to rise to 7.45% of global airport revenue in 2023, up from 7.17% in 2022. More than two-thirds of airports surveyed projected sustained growth in spending for 2023 and 2024. In 2023, airports strategically prioritized investments in data repositories, business intelligence software, biometric identity management, and 5G communications, driven by the increased use of mobile self service by passengers. “The newest and most advanced technology implementations - such as biometrics, touchless, single-token,

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AX NEWS MARCH 2024

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DATA CHECK

ID Processes To Streamline Passenger Throughput

53%

28%

19%

39% 13%

48%

31%

46%

23%

15%

31%

54%

from 83% in 2022, indicating continued efforts towards enabling a seamless travel experience. Commercial services and airport security are additional areas where more than two-thirds of airports are investing in major programs. The former suggests airports’ renewed effort to revive revenues through retail channels now that the passenger traffic has surged to 2019 levels. Commercial services have seen a major uptick from 2022 to 2023. Only 40% of airports were in technology implementation mode for commercial services in 2022, and that number surged to 71% in 2023 in both major programs. Also, 38% of airports said they had embarked on research and development for commercial services, compared to just 23% of airports in 2022. “This confirms airports’ desire to build non- aeronautical revenues to recoup losses from the pandemic and fortify them against air transport disruption,” the report noted. Four key technology investment priorities emerged for airports in 2023: data repositories, 5G communications/ private WiFi, business intelligence software, and biometric identity management all saw at least half of airports investing in major programs. While data repositories emerged as a key investment priority, only a few airports share passenger screening information with the government/security or with airlines, and around half of them have no

plans to share the information with either of these stakeholders in the future. 5G communications has increased significantly in importance over the past year, with 58% investing in major programs compared to 43% in 2022, perhaps responding to passengers’ continued adoption of mobile self- service across the journey. AI holds promise, with 81% of airports engaging in major programs and R&D for its development by 2026. While language learning models (LLM) are mostly in the pilot phase, 40% of airports have ongoing R&D programs in the next three years, indicating substantial interest in this area. Surprisingly, SITA said, despite the anticipated impact of AI, 50% currently lack plans for language learning models, but this may evolve as more practical business use cases emerge in the coming years. On the innovation front, the industry is exploring and fostering collaborations with start-ups in AI and business intelligence. Airports are strategically investing in AI- powered technologies such as machine learning to enhance decision-making in cybersecurity and talent retention. Concurrently, sustainability initiatives are gaining traction as they become embedded in business operations, with airports actively planning ESG-related IT solutions, prioritizing energy efficiency, carbon reduction, and sustainable fuel adoption.

Passenger Accessibilty Initiatives

27%

26%

15%

21%

26%

23%

64%

50%

47%

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LATEST BUZZ

With 100 Million Passengers Projected, Denver International Is Revamping And Expanding

BY SARAH BELING

ong-heralded as the well-known intersection of breathtaking mile high mountains, a lively food

DEN has experienced annual record breaking passenger numbers for many years, says Courtney Law, director of communications for the airport. As the airport careens toward an expected 100 million annual passengers in the next five to seven years, the DEN team “must continue to expand to accommodate airline growth and the ability to add new airlines, new flights and new destinations for our community,” she notes, adding that as the airport “is the largest economic engine in Colorado, we have a responsibility to continue to grow in a thoughtful manner

Above: Denver International Airport is in the midst of a major expansion and renovation, including a $2.5 billion dollar concourse expansion, now nearly complete after breaking ground in 2018, and the $2.1 billion dollar Great Hall Program, expected to be complete in 2027.

L

and brewery scene and, of course, copious opportunities for winter sports, tourism in Denver has only grown more popular in recent years , largely thanks to the advent of “bleisure” travel and hybrid work schedules. And as more and more visitors flock to Denver International Airport (DEN), the facility is rapidly working not only to keep up with the pace of travel, but to provide customers with a significantly expanded and elevated terminal experience.

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LATEST BUZZ

so that we are increasing jobs, connecting Colorado to the global market.” To do so, the airport has embarked on several ambitious expansion and renovation programs entirely funded by airport revenues, including a $2.5 billion Concourse Expansion Program, now nearly complete after breaking ground in 2018, and the $2.1 billion Great Hall Program, expected to be complete in 2027. The multiphase Concourse Expansion Project, Law notes, includes a significant augmentation to the airport’s United Airlines facilities. The first phase was completed in November 2020 and consisted of building four new gates for United Airlines, six hold rooms, and additional space along the western end of Concourse Below: United Airlines; new two-level, 35,000-square foot B-East Concourse lounge features 600 seats, a wellness room, shuffleboard court, and a Colorado-inspired food, beverage, and beer-tasting program.

B. In October 2022, seven additional B Concourse United gates as well as a grab and-go United Club Fly concept opened, and the project’s other major expansions, composed of 12 new A-West Concourse United gates, 16 hold rooms, and two United Club lounges have opened as of Fall 2023. For travelers flying United, the airline’s new two-level, 35,000-square foot B-East Concourse lounge, which features 600 seats, a wellness room, shuffleboard court, and Colorado-inspired food, beverage, and beer-tasting program are sure to be a layover landmark, says Russell Carlton, corporate communications manager for United. The club’s design is inspired by Denver’s urban areas, he adds, noting that the space features “a variety of locally sourced furnishings and artwork, including photography, paintings, sculptures and murals that reflect the Denver community,” such as a mural by artist Charlo Garcia Walterbach, a sculpture inspired by the

Colorado Blue Spruce by Will Schlough, and murals by local artists Jaime Molina and Pedro Barrios that tell “the story of Denver through highly-visual, street art inspired geometric shapes.” Over at the Concourse A-West United Club, the 24,000-square foot space features similar amenities as well as ski-lodge inspired, locally sourced decor and art from Colorado-based Amy Hoagland and Denver-based multidisciplinary designer Adam Vicarel. United also plans to revamp an additional lounge by 2025, which will leave DEN with more than 100,000 square feet of updated lounge space. Other perks for passengers to look forward to in the recently expanded terminal include soon-to-open locally-focused concessions across the A-West and B-West concourses, such as Elway’s Taproom, to be operated by DIA F&B Concessions ; The Bindery, Uncle and Maria Empanada, all operated by Mission Yogurt ; and Aviano Coffee El Chingon and Mizu Sushi-Izakaya,

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AX NEWS MARCH 2024

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LATEST BUZZ

Above, Left: With the DEN expansion has come new opportunities for concessions. Among the new concessions set to open soon are The Bindery, Uncle and Maria Empanada, all to be operated by Mission Yogurt.

is uniquely Colorado,” says Law, adding that “the glistening floor provides a modern and clean appearance, similar to a field after a Colorado snowfall. Broad views across the terminal relate to Colorado’s expansive horizons. Crisp, clean material of sparkling white tile, warm tone ceilings and walls enhance the quality of light throughout the terminal.” They’ve also taken great care to prioritize sustainability, with the goal to “become one of the greenest airports in the world. As a result, all of DEN’s projects are required to meet LEED Gold certification requirements,” Law adds. “Each new gate area includes a rooftop solar system projected to reduce the energy use of the facilities by 30% over conventional design. Additional energy-saving features include low-flow fixtures, toilets, and urinals, reduction in artificial exterior lighting and increased internal natural light.” The airport also prioritizes creating jobs. Law notes that based on the City of Denver Department of Finance modeling, the Great Hall Program has created more than 11,300 direct jobs, including those who work on the project, produce supplies and materials or work direct back-office jobs such as design, she adds. As they near the final stages of the airport’s latest improvements, Law and the DEN team hope that the new, expanded airport facilities help “passengers not only feel welcomed and comfortable, but that they feel a sense of ease while traveling through the new spaces,” she adds. “The new areas are bright and open and have comfortable seating... and state-of-the art technology really putting the customer experience first.”

to be operated by Tastes on the Fly -led Tastes DEN JV. Those concessions will in late spring and early summer of 2024. The Concourse Expansion Project will officially close out with the completion of a new ground-load facility in Concourse A for Frontier Airlines in mid-2024. In addition to the Concourse Expansion Program, the airport has made significant progress on its multiphase Great Hall Program, which adds more than 80,000 square feet to the airport’s busy Jeppesen Terminal. Focused on “enhancing security, increasing capacity, improving operational efficiency and elevating the passenger experience,” the first phase of the project, completed in November 2021, concentrated on new ticketing lobbies for United, Southwest Airlines and Frontier Airlines as well as creating four new restrooms and upgrading two of the existing restrooms. The second phase of the project, completed in early February 2024, created additional escalators and a new, state-of-the-art, 17-lane security checkpoint. The final phase of the project will create an additional 17-lane security checkpoint - slated to be complete in 2025 - as well as new ticketing lobbies, new meet and greet areas and as a specialized Center for Equity and Excellence in Aviation (CEEA), a “first-of-its-kind training center that will

help create a pipeline of aviation talent for our entire community in Denver and the aviation industry with a concentration on under-represented communities, historically underutilized business, people of color and women,” says Law. The CEEA, which is scheduled to launch in 2027, “fosters building generational wealth, establishing career pathways in the aviation industry, and serves as an innovation hub that will influence our global community,” she adds, noting that the 38,000-square foot facility will feature lecture halls, training rooms, a café and networking spaces. The buildout “will allow DEN and Denver to develop its aviation workforce, provide small and minority businesses with the tools to succeed,” says Law, “and allow DEN to lead the aviation industry in research and innovation.” But no matter where travelers roam in DEN, they’re sure to take note of the airport’s careful curation of Colorado inspired design elements, built in collaboration with construction firm Hensel Phelps , who are “proud to deliver the new Level 6 West Security Checkpoint (Great Hall Phase 2 Project) under budget and two months ahead of schedule,” says John Hudson, operations manager for the project. The space’s design “capitalizes on the terminal’s quality of natural light, which

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AX NEWS MARCH 2024

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DIRECTOR’S CHAIR

Henry Thompson Is Managing A Much-Needed Airport Expansion As Demand Rises

BY CAROL WARD

ditor’s Note: For outdoor adventure lovers, Fresno Yosemite International Airport (FAT) sits in a prime location. It is the closest commercial airport to California’s Yosemite National Park, Sierra National Forest and Kings Canyon National Park. As a gateway to three outdoor playgrounds, the airport recovered quickly after the pandemic. Demand for travel to and from the region has continued to ratchet up, giving airport officials the challenge of serving a growing number of travelers with limited facilities. Henry Thompson was named director of aviation for the city of Fresno in December 2022, moving north and inland from his previous post as director of Santa Barbara Airport. Two years in, Thompson is focused on finishing a much-needed airport upgrade with refreshed and expanded airport concessions. Recently, AXN’s Carol Ward spoke with Thompson about his vision going forward. E

growth has continued. So, by the time the terminal opens in the fall of 2025, we’re already going to be busting at the seams again. WARD: Are you ahead now of your 2019 passengers levels? THOMPSON: Absolutely. Fresno is one of the airports that led the pack to recovery. Within a year [after the pandemic hit], we had already reached our 2019 levels. We’ve continued to grow beyond that. We’re the gateway to three national parks - Yosemite National Park, Sierra National Forest and Kings Canyon National Park - through Fresno Yosemite International Airport. In anywhere from 45 minutes to two hours, you can be in those parks. Also, we have a growing international market here. It’s Mexico now and that is growing, and we also have interest in other international destinations. Calendar year 2022 was our record year for the airport when we saw a total of 2.1 million passengers. In 2023, we were outpacing 2022 so when the final numbers come out for calendar year 2023 we’re expecting it to be our new record year.

WARD: It’s been a little more than two years since you took the helm at FAT. Can you tell me a little bit about your broad-based goals for the organization, and where you are in the process of achieving them? THOMPSON: Our main goal right now is to focus on managing the amazing growth that we’re seeing here at the airport and to provide the needed facilities and services to meet that growth. This is an incredible challenge, but we’re getting there by investing $150 million in a terminal expansion program that’s under construction now. We’re also very clear about our priorities, which are safety, security, and the customer experience. This combined with sound financial management is what’s going to be driving all of our decisions. We’re making good progress two years into this role. We can already see the difference in our focus on priorities. The terminal expansion project is progressing, and this year we will begin to see the building take shape. It’s been a lot of work leading up to this - planning and designing and all of the [related] work - and during that time our

Above: Henry Thompson, Director of Aviation, City of Fresno

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AX NEWS MARCH 2024

TOGETHER FOR TASTE.

DIRECTOR’S CHAIR

WARD: I know you are in the midst of a terminal expansion. Can you give me an overview of the project? THOMPSON: This is the largest expansion project in the airport’s history, and it falls under a program we call FATforward. It began with the construction of a new, four-level parking garage facility, which was completed a year ago. The next phase is the terminal expansion project, which will add about 97,000 square feet of terminal space and include two additional aircraft gates that can be used for both domestic and international flights.

WARD: What are you doing on the air service development front? Are there still holes in your schedule? THOMPSON: There are no holes in the schedule. The airlines have seen the potential, and in the past year we’ve seen tremendous growth in the number of seats in our market from our current airline partners, [who have] added frequency and up-gauged to larger aircraft. That’s allowed us to continue to not only recover, but to grow beyond pre-pandemic numbers. There are a lot of good things coming in 2024 on top of what we’ve already seen in 2023.

It also includes an expansion of our passenger screening checkpoint and construction of a new and expanded federal inspection service facility for international arrivals. It will include new concession offerings and state-of the-art systems and equipment, as well as a new baggage inspection system. It’s a progressive design-build project. We’re trying to get it constructed as easily and quickly as possible. We’re anticipating that it will open in the fall of 2025. WARD: What is the budget on the terminal expansion? THOMPSON: It’s about $150 million.

Left: Fresno Yosemite International Airport is undergoing a $150 million terminal expansion to meet growing demand.

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DIRECTOR’S CHAIR

WARD: Moving into the passenger experience, I want to talk a bit about concessions. Can you tell me how concessions are doing and, as you build out this new terminal space, what the vision is for the concession program? THOMPSON: In 2023 we awarded new food and beverage and news and convenience agreements to SSP America and Hudson . This was the first time we’d renewed our concessions in over 20 years. Our goal in these new agreements was to update and to expand our offerings, bring more local regional flavors into the airport, elevate the customer experience, and to improve upon our revenues as well. We have the existing terminal concession program, and then the new expansion will come with [new concessions] as well. We anticipate there will be a Mexican concept, a full service restaurant/bar, and then some expansion on our existing facilities. SSP America is going to bring in a concept called Mad Duck, a restaurant brewery

concept that’s local to Fresno. It will be a sit-down restaurant/bar/brewery, with a grab-and-go [component] as well. SSP has already converted the Starbucks to a Peet’s Coffee concept. Peet’s Coffee is regional to California. They will also be bringing in a new deli concept called Ike’s Sandwiches, as well as the Mexican concept in the terminal expansion. Hudson will be completely updating the retail side. They are converting existing facilities to a new concept that will include the addition of a Brookstone in the airport. They will also offer a new retail, news and convenience concept. Then pre-security, Hudson will offer a new retail concept and will also operate Einstein Bros. Bagels. It’s definitely going to update and elevate our customer experience and bring in some really good offerings to the airport.

WARD: Are there any other passenger amenities or anything else new and noteworthy included in the terminal expansion? THOMPSON; We’re also going to be piloting a food truck concept as part of our concession offerings during the [terminal expansion] transition. We are partnering with local food truck providers and creating some opportunities for them to come into the airport and provide their

Right: Expansion is underway for FAT’s terminal, which will include new concessions as well as upgrades and changes to existing F&B and retail offerings.

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DIRECTOR’S CHAIR

offerings while we’re building out, when there may be limited [concessions]. It will be outside at the front of the terminal, and everything will be packaged in a travel-friendly way. WARD: Will that be temporary, just until the new terminal expansion is completed, or will food trucks be a permanent addition? THOMPSON: It’s expected to be temporary. One thing it will do is begin to help inform us a little better on the Mexican concept restaurant that we’re going to be building in the expansion. We will see what menu items people like to purchase and be able to better prepare the menu based upon that information.

Right: The interior design of Fresno Yosemite International Airport evokes some of the nearby landscapes. The airport is heavily used by travelers heading to California’s Yosemite National Park, Sierra National Forest and Kings Canyon National Park.

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Airport Succession Planning Kicks Into High Gear As Retirement Rate Accelerates

BY SARAH BELING

As an increasing number of Baby Boomers approach retirement, the airport industry faces a significant wave of C-suite and executive level vacancies and must work quickly to fill them. Airport strategies vary but all understand the crucial nature of ensuring a smooth transition to new leadership. Now, with retirements coming fast and furious, airports are getting creative in planning for a new generation of leadership. “One of my directors who’s probably within two or three years of retiring himself refers to it as ‘the silver tsunami’,” says Bill Wyatt, executive director of Salt Lake City International Airport (SLC) of the current uptick in C-suite retirements. For many airports, “I have a feeling historically that the military was in many cases kind of a hiring ground,” he adds, noting that many Vietnam War vets employed in the airport space are now in the process of retiring. “I think airports are probably a little more under the gun than most businesses or industry sectors,” says Wyatt. Austin-Bergstrom International Airport (AUS) is facing a executive talent squeeze. “Right now, more than 20% of the current department of aviation staff are eligible to retire immediately,” says Kevin Russell, deputy chief of talent. While

the pandemic accelerated retirement turnover across AUS, he adds, “we recently implemented a retention program that focuses on retaining existing staff — including our potential retirees — who we want to stay in the organization to pass on their knowledge and help train the new generation of AUS leaders.” To combat staffing gaps, the AUS team has implemented a multi-pronged strategy that includes new senior leadership positions and a deputy C-Suite, a leadership development program available to all department of aviation employees to hone executive skills, a “Mentoring on the Fly” program that connects professionals for career guidance and advancement, as well as ample technical and soft-skills courses for interested staffers to bulk up their qualifications. At Phoenix Sky Harbor International Airport (PHX), Aviation Director Chad Makovsky notes that the combination of Baby Boomer retirements and pandemic turnover “is not an isolated incident within our sector,” but he says the airport has “seized this challenge as a chance to devise innovative recruitment strategies that will hopefully succeed in attracting and retaining fresh new talent.” In addition to amping up recruitment

Above: Executives at Salt Lake City International Airport undergo an “informal but pretty intentional” cross training regimen to ensure they are well rounded in their experience, says executive director Bill Wyatt.

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Left: More than 20% of the current staff at Austin-Bergstrom International Airport are eligible to retire, according to Kevin Russell, deputy chief of talent. The airport recently implemented a retention program to shore up experienced talent.

and educational engagement, the PHX team also prioritizes its internal employee development and retention, says Makovsky, adding that “succession planning must start at the top as leadership is essential to the success of employees and the organization as a whole.” PHX has maintained a robust portfolio of hiring, training and mentorship metrics, including “setting goals for DEI training significantly above established requirements,” he adds. “It should also be mentioned that the aviation department has implemented comprehensive training programs that raise awareness about cultural differences, foster understanding, and promote an inclusive environment for everyone,” says Makovsky. “By actively encouraging diversity, the airport has cultivated a rich tapestry of talents, skills, and perspectives that enrich the workplace and contribute significantly to the airport’s success.” The emphasis and care on hiring and training has paid off for PHX. After making successful hiring a key metric for the airport’s middle managers, it brought vacancy rates down by nearly 7% in one year. For other airports, a “dual-prong” executive staffing program is the answer. Kelly Dawsey, vice president and chief human resources officer with the Greenville-Spartanburg International Airport (GSP), says that their senior-level staff “are a combination of talent that has gained years of experience in the aviation industry coupled with talent that has limited aviation experience but brings a broad private industry and public sector background to compliment the aviation know how.” This combination “allows the executive team to be visionary with a goal of staying ahead of the curve,” she says.

Cross-Training Strategy For C-suite positions in particular, it helps if an executive candidate is versatile. At SLC, Wyatt and his team employ an “informal but pretty intentional” focus on cross-training that involves routinely checking in with directors and department heads to ensure that executives are well rounded in their experience: “Somebody who’s in terminal operations is now in airfield operations and vice-versa to allow for that kind of cross-training,” Wyatt says. SLC executives also gather on a quarterly basis to address needs and gaps. “It really gives me a chance to see people who I’m just not going to encounter on a day-to-day basis and get to know them a little bit and then get some input from their department or division director as well about who they are, how they’re doing…,” he says. Makovksy agrees that cross-training is key to creating an airport workforce ready to step into a wide variety of positions. “Many divisions have taken steps to give employees opportunities to shadow others and to cross-train on various functions, and every leader in the organization is expected to identify and cultivate talent through individual development plans to support every employee’s professional growth,” he says. The evidence of effectiveness is clear, adds Makovsky. “Three of the four executives in the director’s office have held long and tenured careers starting at entry-level positions with the city of Phoenix,” he says. Makovsky also actively works to connect staff to training from industry organizations like the American Association of Airport Executives , Airports Council International –

Above: Succession planning must start at the top, says Aviation Director Chad Makovsky. Phoenix Sky Harbor International Airport is devising innovative recruitment strategies to boost talent acquisition efforts.

North America and Arizona Airports Association . Partnerships like the airport’s with AAAE, “are open to all staff,” says Makovsky, so that they “can get a broader understanding of the airport environment and exposure to areas that they might not traditionally be involved in.” Russell says that at AUS, cross-training is focused on ensuring efficient operations and customer experience. “We are running a lean staff, and on high passenger traffic days [the airport employs an ‘all hands on deck’ philosophy where individuals throughout the department volunteer at the terminal to ensure operations run smoothly with passenger traffic, baggage flow and airport cleanliness,” he says. Dawsey says the broadness of responsibilities at an airport can make cross-training difficult but GSP still makes it a priority, “either via a structured program or simply exposure to other areas strengthens the airport and the resources in the end.” Training staff on the holistic operations of the airport, “gives a line of sight to employees of their daily importance to the bottom-line operations,” says Dawsey. GSP also keeps its eye on potential future leaders, she adds. “Employees, via career pathing, have the opportunity each and

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