Airport Experience® News - Conference Issue 2024

Left, Below: RFPs continue to cite creating a “sense of place” as a priority and the most successful local concepts are those that are the most authentic—that is, those that are extensions of real businesses from the local community. (WH Smith’s City Market at MCI, SSP America’s Big Rig Kitchen & Brewery at YOW, and Delaware North’s Bruins Bar at BOS pictured.)

through the constant evolution of demographic preferences and technological advancements, it’s clear that the trajectory of service styles will continue to shift in the coming years.” No One-Size-Fits-All Approach Mendola notes that any good concessions program will necessarily evolve with changing trends, culture and technology, and current trends are pointing to increased demand for local brands, including for local minority- and women-owned brands and products. “At the same time, national brands will remain prevalent but the demand for better quality and best-in-class national brands will overtake the more tired brands,” he says. As for what airports are seeking in their Requests for Proposals (RFPs), Mendola points out that each airport is quite different in its approach. “Some airports are incredibly prescriptive and will mandate everything from recognition to specific items sold within a unit; others will give more liberties to the teams bidding,” he says. “Larger airports tend to have more specific requests, whereas smaller airports tend to allow bidders to use their discretion.” Waldron similarly notes that the RFP landscape is diverse and nuanced, with each reflecting the unique preferences and priorities of each location. “There’s no one-size-fits-all approach—the specific emphasis on each category can vary significantly from one airport to another, creating a unique blend that aligns with the local vibe and preferences,” he says. “So, it’s safe to say it’s more of an art than a science, tailored to suit the distinctive character of each airport and the community it serves.” David Bisset, executive vice president and chief development officer for Paradies Lagardère , notes that medium to large

to the middle. But in today’s concessions programs there’s still a clear bent toward local. “Our goal for every market we operate in is to tell the story of the local food and beverage scene,” says Sal Mendola, director of brands and concepts for Areas USA . “We want to create a window for our guests to look into the community and experience what makes each market so unique and special.” But Mendola adds that national brands will always have a place in the mix. “A balance between local and national is critical for any program, as our passengers are seeking both,” he says. “At the end of the day, we need to be able to properly tell a story and create a sense of place while providing

options familiar and approachable for all guests.” Tom Waldron, COO of Delaware North travel division , notes that the current concessions mix across the industry reflects a nuanced understanding of passenger preferences. “We’ve delved into data, analytics and customer insights to comprehend our guests better than ever before, and our findings confirm that while guests seek the comfort of familiar national brands, they also desire the authenticity and uniqueness that local establishments bring to the table,” he says. But the pendulum is constantly in motion. “Finding the right balance in airport concessions is an ongoing journey,” Waldron says. “As we navigate

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AX NEWS MARCH 2024