Airport Experience® News - Customer Service Issue 2024

16 Concessions With A Cause Areas USA started working with Homeboy Industries at LAX more than a decade ago. Now, other partnerships between concessionaires and non-profits are popping up, creating jobs and providing revenue for various causes. 22 The Personal Touch It’s difficult to pinpoint exactly what an individual will want on their journey from curb to gate, but new technologies allow airports and concessionaires to get closer to that goal. Identifying passenger preferences, tailoring custom product recommendations and soliciting feedback are all now within reach. 27 Just Rewards Consumers can get rewards for many transactions they make on a day-to-day basis. Increasingly, rewards can be gained at airports as well. 30 Coffee Evolution Most travelers embrace a well-appointed coffee shop with an appetizing menu, but sometimes speed is a top priority. Autonomous coffee offerings are increasingly filling demand for quick, 24-7 access. 36 Net-Zero Efforts Airports throughout North America are on a journey to become carbon-neutral. At the same time, many are under construction or renovation. Building in eco-friendly construction practices is yielding results.

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4 Letter From The Editor 6 Data Check

42 Project Spotlight Vantage Group-led JFK Millennium Partners is undertaking the new Terminal 6 at John F. Kennedy International Airport. The new, state-of-the-art terminal will feature the lots of natural light, the latest in biometrics and other technologies and a strong focus on local concessions and local operators. 45 Industry Innovators Miami International Airport issued a challenged to find the best accessability innovations. Three companies were successful and are now testing their products. 47 Advertising Index 48 Before You Take Off Plaza Premium Group’s “cocktail globetrotting” program allows guests to experience the world’s best cocktails while in the lounge at Hong Kong International Airport.

A new report from SITA shows just how much technology travelers are willing to embrace throughout their journeys. 8 Latest Buzz The terminal at Syracuse International Airport is being expanded to allow for burgeoning passenger growth. The airport’s plans coincided with New York’s upstate airports initiative, which is funding a portion of the expansion. 12 Director’s Chair

In his first airport director role, Mookie Patel, now director of aviation at San

Jose Mineta International Airport, is faced with significant challenges as San Jose’s economy evolves.

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AX NEWS OCTOBER/NOVEMBER 2024