Airport Experience® News - Customer Service Issue 2025

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14 Experiences At The Fore “Experiential” has been a buzzword for half a decade or more, meaning consumers are increasingly seeking experiences rather than just transactional purchases. Airport concessionaires and service providers are answering the demand. 20 The VIP Treatment A little extra assistance – or a bit more luxury – can go a long way during stressful travel times. Airports and service providers are ramping up efforts for travelers who need a bit more attention – and are willing to pay for it. 28 Breathing Easy There’s nothing quite like fresh air to refresh the body and mind. Recognizing this, more airports are adding outdoor spaces beyond security, offering travelers a chance to relax while enhancing the airport’s unique sense of place. 34 Enhancing Accessibility Technology is rapidly advancing to ease the paths for those who are differently abled and may need assistance in navigating through unfamiliar spaces. Many airports, keen to make their facilities as user-friendly as possible, are embracing the new offerings.

4 Letter From The Editor 6 Data Check

39 Industry Insights Avolta is leaning in to digital engagement in its airport retail and F&B operations. The company says it helps drive loyalty, engagement and revenue.

J.D. Power has once again ranked airports based on customer satisfaction. Find out which airports landed at the top. 8 Latest Buzz San Antonio International Airport is in the midst of a $2 billion Elevate SAT capital program that include a new terminal, a terminal expansion, new concessions and other improvements. 10 Director’s Chair

43 Advertising Index 44 Before You Take Off

Flipping the switch from an old airport terminal to a new facility can be fraught with challenges. Pittsburgh International recently held a “dress rehearsal” involving 2,500 volunteers from the surrounding community.

Ghizlane Badawi took on the role of CEO of Austin Bergstrom International Airport in April of 2024 but has

spent 17 years working at the airport. With terminal expansion sorely needed, Badawi is taking on the challenge of building an AUS for future generations.

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AX NEWS OCTOBER/NOVEMBER 2025