Airport Experience® News - Customer Service Issue 2023

DIRECTOR’S CHAIR

WARD: Acknowledging that DAL’s terminal can’t grow in physical size, do you have any major capital projects underway? CARRENO: We recently completed reconstruction of one of our two runways. We’re and older airport and we’re kind of cleaning up the airfield. [We’re also addressing issues] from a landside perspective [with plans to revamp roadways]. We’re an urban airport and we’re looking to enhance the corridor around the airport. We’re doing that what we call streetscape project with new lighting, landscaping, artwork, all on that [landside] corridor. So that’ll eventually probably continue around the airport, but that’s a big project. We’re also undertaking a terminal area master plan right now. WARD: Turning to the passenger terminal, tell me about your passenger experience goals. Is there anything fun or innovative that enhances the passenger experience?

CARRENO: We’re looking at what we can do. We have very congested terminals and part of the allure of Love Field is the ease of use. We’re a pretty big airport now, but we want to make sure we continue that [easy] experience. One of the things our team’s working on is an augmented reality art program - we call it Art at DAL. I think the first airport in the U.S. to have an augmented reality museum experience. It’s engaging, entertaining and educational all at the same time. You don’t need an app, you can just look at these priceless international famous works of art while you’re waiting for your flight, and there will be brain teaser games tied to it. That’s going to roll out soon. Also, last year we did [an experience] called the HeArt Cart, which is a portable mobile art cart that goes around the terminal engaging

Top, Above: With demand high, DAL is asking concessionaires to look for technology that may allow more passengers to be served.

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AX NEWS CUSTOMER SERVICE ISSUE 2023