Airport Experience® News -Customer Service Issue 2026

OCTOBER/NOVEMBER 2026 / V24 N274

KID-FRIENDLY AMENITIES TAKE FLIGHT

BURKE BIDS FAREWELL TO AIRPORT INDUSTRY

TERMINAL TRANSFORMATIONS CREATE NEW JFK

AIRPORTS TURN UP THE EXPERIENCE

AX AWARD RESTAURATEUR WITH THE HIGHEST REGARD FOR CUSTOMER SERVICE

2023, 2024, 2025

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40 One-on-One After nearly 13 years as president and CEO of Airports Council International – North America, Kevin Burke retired in October. In this Q&A-format interview, Burke reflects on his accomplishments and the state of North American airports. 42 One-on-One Melissa K. Montes guided Airport Experience News through a period of extraordinary growth and success. Now, as she looks ahead to the next chapter of her career, she reflects on her tenure as vice president and publisher, and the journey that shaped her along the way. 45 Industry Insights Enliven CEO Tim Harms shares insights on how airports can personalize the traveler’s experience.

18 Airport Entertainment From dedicated play spaces to art installations to child-centric concessions, airports are offering surprise and delight options for youngsters and their parents. 26 In-Terminal Memorable Moments Experiential is the buzzword of the year. Increasingly, airports are curating unique experiences to wow travelers beyond the everyday offerings. 34 A New JFK Emerges With $19 billion being spent on terminal redevelopment, John F. Kennedy International Airport is undergoing a near-total transformation. Many of the terminals involved are nearing completion, creating state-of-the-art experiences for New Yorkers and visitors.

6 Letter From The Editor 8 Data Check

Traveler demands for premium hospitality offerings and other lounge amenities are on the rise, a Sodexo Live! study reveals. 10 Latest Buzz Jacksonville International Airport is finalizing the biggest construction project in its history. The effort includes a new concourse, a security checkpoint expansion and a third parking garage. 14 Director’s Chair Mike Nakornkhet,

47 Advertising Index 48 Before You Take Off

director of San Francisco International Airport, is eyeing rapid growth to reach maximum capacity of 78 million passengers. The airport is investing in infrastructure to make it possible.

We’ve all heard the heartbreaking stories of foster children carrying their belongings in garbage bags. Tampa International Airport is working to change that, one suitcase at a time.

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Made by

SSP America

Nicole Watson Business Development Manager

Andrew Tellijohn Senior Reporter Sally Kral Contributing Writer Sarah Beling Contributing Writer AXN ADVISORY GROUP Kim Becker, San Diego International Airport Derryl Benton, Avolta

Jeff Davis Executive Vice President, Retail and Specialty Amy Hornby Publisher and Brand Director Carol Ward

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 Zenola Campbell, Dallas/Fort Worth International Airport Bryant Francis, Cleveland Hopkins International Airport Mark Gale, Fort Lauderdale-Hollywood International Airport Eric Johnson, Nashville International Airport Roddy McOwan, WHSmith North America Gregg Paradies, Paradies Lagardère Kevin Westlye, High Flying Foods

Editor-in-Chief Nicole Watson Business Development Manager Sally Kral Contributing Writer Sarah Beling Contributing Writer David Gordon Contributing Writer Barbara McCarter Senior Portfolio Manager Chad Wimmer Senior Editorial Art Director Rae Lynn Cooper Production Manager Amanda Gochee Vice President, Marketing Strategy Katy Welch Senior Marketing Manager Samantha Tamberino Marketing Coordinator Gracie Brown Digital Marketing Coordinator

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You’ve been the heart of Airport Experience News for so many years, bringing people together and making countless meaningful connections.

Wishing you all the best in your next chapter! Your friends at Einstein Bros. Bagels

Your leadership has left a lasting impact. Congratulations Kevin Burke on your retirement.

skyharbor.com

ARRIVE EARLY. WE’RE THE REASON THEY

The journey begins with HMSHost — turning moments into

To learn how HMSHost can help you transform the travel experience, contact Michael Price at michael.price@hmshost.com.

OCTOBER/NOVEMBER 2026

Dear Readers,

OCTOBER/NOVEMBER 2026 / V24 N274

Welcome to the Customer Service issue of Airport Experience News. This issue explores the myriad ways airports and airport concessionaires are enhancing the traveler experience. From massive terminal overhauls to pop-up and specialty experiences to engaging play spaces for young travelers, airports are pulling out all the stops in their efforts to provide a memorable journey through their facilities. This issue also spotlights two industry leaders as they embark on new life phases. Kevin Burke, the longtime CEO of ACI-NA, retired in October. He reflects on navigating the organization through tumultuous years and the big achievements the trade organization had along the way. And AXN’s own Melissa K. Montes changed course earlier this year, embarking on a new career in financial technology. She shares the highlights of her journey leading this magazine and the AX Conference. As always during the fourth quarter, the entire AX Team is focused on creating the next Airport Experience Conference. The 2027 AXC will be March 14-17 in San Diego. We hope to see you all there! Happy Reading!

KID-FRIENDLY AMENITIES TAKE FLIGHT

BURKE BIDS FAREWELL TO AIRPORT INDUSTRY

TERMINAL TRANSFORMATIONS CREATE NEW JFK

AIRPORTS TURN UP THE EXPERIENCE

Carol Ward Editor-in-Chief

Airport Experience News carol@airportxnews.com

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Thank You, Mel! Great leaders leave a lasting mark, not only through their accomplishments, but through the people and partnerships they inspire. Thank you, Mel, for your dedication to the industry and your unwavering support of innovation and collaboration. We are proud to celebrate you and can’t wait to see what you do next!

DATA CHECK

LOUNGE EXPECTATIONS EVOLVE Premium Hospitality Demands Shuffle As Lounge Users Multiply

BY CAROL WARD

irport lounges in the U.S. and U.K. are welcoming a broader mix of guests, while frequent

A

Top 3 Luxury Signifiers In Airport Lounges Comfortable, not crowded, space to work or relax

Attentive, knowledgeable staff that provides personalized service

Culinary excellence (award winning chefs, table-side service)

business and first-class travelers continue to have high expectations for premium hospitality, a new study from Sodexo Live! and YouGov shows. The Future of Lounge Experiences: What Travelers Really Want from Food, Beverage and Hospitality is the result of a survey of more than 2,100 air travelers across the U.S. and U.K. It found that premium travelers are among the most frequent lounge users, but recent years have seen a significant increase in usage among non-premium travelers. In fact, 63% of lounge guests in the U.S. and 68% in the U.K. are not flying in business or first class. Expectations among all users are evolving for the lounge facilities but also for the food, beverage and hospitality. The study suggests operators have an opportunity to rethink the guest experience throughout the day. And as airlines, credit card companies and lounge operators compete to differentiate the pre-flight experience, the findings point to food, beverage and service becoming increasingly important expressions of the brand itself. Perceptions of a “premium” experience is about much more than the physical space, the study found. While more than 45% of respondents pointed to comfortable, uncrowded surroundings, 30% cited attentive service and 28% pointed to culinary excellence, including award-winning chefs and tableside service.

US

$ $ $

35%

45%

33%

Premium Travelers

$

48%

30%

33%

Economy Travelers

UK

$ $ $

51%

35%

30%

Premium Travelers

$

52%

28%

33%

Economy Travelers

Source: Sodexo Live! and YouGov study: The Future of Lounge Experiences: What Travelers Really Want from Food, Beverage and Hospitality

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DATA CHECK

How Traveler Needs Change Throughout the Day

Breakfast

Lunch

Dinner

Late night

Guest mindset

In transition, ready for a moment

Focused, on the move

Relaxed, ready to unwind Tired, keeping it simple

$ $ $

Convenient, healthy, comfort foods (US) Premium foods & beverages, healthy light, fresh (UK)

Light, fresh, convenient, with comfort foods rounding out the experience (US & UK)

Premium/upscale foods & beverages, indulgent and healthy options (US & UK)

Premium travelers

Light, fresh, healthy and convenient (US & UK)

$

Light, fresh, convenient, healthy (US) Light, fresh, convenient, with comfort foods rounding out the experience (UK)

Quick, healthy, local flavors (US) Quick, healthy, light, fresh (UK)

Local flavors, indulgent, healthy (US) Indulgent, comfort foods, healthy (UK)

Economy travelers

Light, fresh, healthy and convenient (US & UK)

Source: Sodexo Live! and YouGov study: The Future of Lounge Experiences: What Travelers Really Want from Food, Beverage and Hospitality

For providers, airport lounges are about creating a brand experience. “Airport lounges have become an extension of an airline’s or card issuer’s brand,” the study suggested. “Every interaction, from the welcome to the food and beverage, shapes how travelers perceive that brand.” The study added that food and beverage offerings “play a central role in bringing that brand experience to life.” What Travelers Want The Sodexo Live! / YouGov study found that one lounge experience doesn’t fit every daypart. More than half of travelers want self-service buffets throughout the day, but first-class and business-class travelers show greater interest in table service and made-to order options by dinner.

In lounges as in terminal concessions, local flavor matters. About 36% of U.S. economy travelers want local foods and flavors at lunch and dinner, while U.K. travelers show greater interest in indulgent dinner options. In addition, beverages can be seen as an innovation opportunity. Travelers are more willing to try a new drink than a new dish, creating room for everything from signature cocktails and local beers to specialty coffees and mocktails, the study found. Experiences are also part of the equation. The study found that, as with in-terminal concessions, familiar dishes are in high demand and “thoughtful local touches” are appreciated. In addition, made-to-order dishes and live cooking stations give travelers more choice at a time when much of their journey is outside their control.

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LATEST BUZZ JAX GOES BEYOND A New Concourse, Expanded Security and a Third Garage Reshape Jacksonville International Airport

BY DAVID GORDON

Above: The capital improvement program at Jacksonville International Airport has expanded to include a new concourse, a security checkpoint expansion, and third parking garage, putting the program’s price tag near $440 million.

construction program there are several other critical components.” Those components include an expanded security checkpoint, already open and running, along with a third parking garage now under construction within walking distance of the terminal. “We greatly expanded the footprint of our security checkpoint area, giving us additional screening lanes and improved screening technology,” VanLoh says. “Now our average wait time is typically no longer than five minutes for passengers.” Taken together, the checkpoint expansion, the parking garage and the new concourse put

acksonville International Airport (JAX) is in the middle of the biggest construction push in its history, and

J

the scope has grown well past what leadership first sketched out. The program, branded JAX Beyond, was originally framed around adding more gates. What JAX ended up building is something much broader. “If you asked me several years ago what the project would look like I would say it would primarily have been tied to the construction of a third concourse to give us additional gate space,” says Mark VanLoh, Jacksonville Aviation Authority CEO. “While that’s still at the heart of our

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LATEST BUZZ

the program’s price tag near $440 million, a figure that reflects how far the plan traveled from its original one-building focus. JAX set a passenger record last year, and VanLoh has pointed to that continued growth as the reason the airport needs more space, more gates and more flights to keep pace with demand. “Increased year-over-year passenger traffic was an indication that we needed to grow,” VanLoh says. “With parking, some days during the summer, as well as popular holidays, every single on-airport parking space would be full.” It was the same story with gate capacity. At certain periods during the day, VanLoh says, every single gate in the terminal was occupied with an aircraft. “It was hindering potential growth as airlines look to hit the scheduled banks at their hubs. Adding six new gates not only gives us six additional gates, but remote aircraft parking as well.” Those six gates sit inside the new Concourse B, a three-level, roughly 165,000-square-foot addition that will bring the terminal’s total gate count to 26. American Airlines is set to occupy five of the six, part of a broader push into new routes and added frequencies out of Jacksonville. Combined with the widened checkpoint and the garage on the way, the program targets the three pinch points that shaped daily operations at JAX for years.

airports rebuilding their food and retail lineup, pairing hometown names with national brands travelers already know. “We wanted a mix of local concessions that showcase some of our community’s most popular eateries and national brands travelers are familiar with and love,” VanLoh says. In Concourse B, HMSHost was awarded a 15-year contract to design and operate the nearly 5,500 square foot Oak and Ocean Food Hall. Willie Jewell’s Old School Bar-B-Q, V Pizza and Pura Bean Coffee are all local spots that showcase Northeast Florida. On the opposite end of the spectrum, there will also be the airport’s first Chick Fil-A. The rest of the concourse lineup includes Cantina Louie Mexican Street Food, Panda Express and Salt & Tide alongside a handful of travel retail shops built around Jacksonville landmarks and neighborhoods.

Passenger Upgrades Parking sits at the top of VanLoh’s list when he describes what travelers will notice first. “We’re building a third car parking garage that will add 2,000 spaces to our inventory, ensuring we’ll have parking for our travelers year-round,” he says. The garage will open prior to this year’s holiday season. The roughly $100 million structure sits alongside JAX’s two existing garages and will also reshape the rental car pickup and return area to cut down on curbside traffic. Concourse B carries its own set of upgrades once it opens in December. “With Concourse B there will be a new Delta Sky Club as well as a new The Club JAX (a Priority Pass lounge) that will be double the square footage of the old clubs,” VanLoh says. Concessions planning for the new concourse leans on a familiar formula for

Left: JAX passenger numbers continue to climb, prompting the airport to add more gates and more flights to keep pace with demand. Below: HMSHost was awarded a 15-year contract to design and operate the nearly 5,500 square foot Oak and Ocean Food Hall.

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LATEST BUZZ

Left, Below: Willie Jewell’s BBQ is among the local brands in the new food hall. Local brands are balanced by a selection of national brands, including Panda Express.

A Shared Effort A construction program of this scale touches nearly every department at the airport, and VanLoh sees that reach as a source of pride among staff rather than a burden. “Whether we are giving hard hat tours to media and elected officials, procuring materials, paying vendors, selecting concessions, deciding on gate seating or commissioning permanent artwork, everyone has a role to play,” he says. “I think that gives them a small piece of ownership toward one of the largest construction projects currently underway in the city of Jacksonville.” That ownership extends to the ceremonial moments that have marked the program’s progress, from the groundbreaking on Concourse B to a topping-out ceremony this past October, when contractors set the final beam with a pine tree lashed to the top in a nod to the Scandinavian tradition believed to bring luck to a building. VanLoh has called the milestone a long time coming, with the project delayed multiple times since 2008. Designing for Place Behind VanLoh’s vision sits a design team led by RS&H and Jacobs , working alongside the JAA to translate their direction into a physical terminal. Steven

Papke, senior aviation architect at RS&H, and Chris Bowker, aviation manager at Jacobs, point to regional identity as the throughline behind every major decision. “JAX Beyond began with the JAA’s clear conviction that a modernized Jacksonville International Airport should feel unmistakably like Northeast Florida,” Papke and Bowker say. “One of the best examples is the jewel-like colored terrazzo throughout the terminal, which reflects the waterways that define Jacksonville.” That sense of place converges at the Grand Hall, a central gathering and concessions space developed with lead designer Tat Chan of VIA Concepts . “This central gathering

and concessions space becomes the new heart of the terminal, connecting all three concourses and creating a dramatic sense of arrival the instant travelers clear security,” Papke and Bowker say, pointing also to the terminal’s electrochromic glazing, which fills the space with natural light while managing heat gain and opening westward views of the airfield. For VanLoh, the finished product will speak for itself once the garage opens this fall and Concourse B follows in December. What started as a plan for more gate space grew into a full reset of how JAX moves passengers through the building, from the curb to the gate.

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On behalf of everyone at WHSmith North America, heartfelt congratulations to two of the best partners we have had the honor of working with over the years! We are truly grateful for the remarkable contributions you have made to the industry. Your dedication, inspiring leadership, and unwavering commitment have made a lasting and meaningful impact, and it has been a genuine privilege to share this journey and partnership with you. We celebrate you today and always, and we wish you continued success in all that lies ahead. MELISSA K. MONTES

KEVIN BURKE

DIRECTOR’S CHAIR

SFO’S GROWTH PATH Director Mike Nakornkhet Lays Groundwork For Expansion, Passenger Gains

BY

ditor’s Note: Nearly two years ago, Mike Nakornkhet took the helm at San Francisco International Airport (SFO), rejoining the airport after several years at Denver International Airport (DEN). Prior to his stint at DEN, Nakornkhet spent 13 years at SFO, focusing mainly on finance. Now, as director, Nakornkhet has responsibility for guiding the airport into the future. Plans include aggressive passenger growth supported by expanded infrastructure. He recently connected with AXN’s Carol Ward to discuss his vision for growth, the concessions program and other amenities that are enhancing the traveler experience at SFO. E

WARD: It’s been nearly two years since you became director. What’s the overall state of play at SFO? NAKORNKHET: We are on our way to exceeding pre-pandemic passenger levels very soon, and then also charting a course to reach the 78 million passenger mark, which is our projected maximum airfield capacity, within the next 10 to 15 years. Based on our forecast, we feel that we can get there. In charting that course, it’s very important to establish a very clear vision for this airport on how we’re going to get there, and it’s a combination of finishing what we’ve started, continuing to maintain our assets and delivering the capacity that will get us to the 78 million passenger mark. In terms of finishing what we started, we’ve set very clear timelines and expectations for the delivery of the Terminal 3 West project that we started before I got here. We [also] embarked on a runway repaving project in March, and it was completed on time and on budget [in September]. [In terms of] adding infrastructure, the airport development plan is public. It received environmental approval, and we’ve posted the plan on our website. We’re actually looking at what is it that we will have to do to continue to add capacity at the airport, and we’re working with our collaboratively with our airlines to engage

in dialog and meaningful discussion [about] prioritization of future projects. So whether it’s new international gates in a project that we have named Boarding Area H, or it’s increasing the roadway capacity in a project that we call Central Garage, or it’s electrifying our campus with a project called the Electric Central Utility Plant, those are all important projects for our future. WARD: You clearly have a lot going on. I want to circle back because you said you’re working toward the 78 million passengers. What’s your current passenger level and what are you expecting for this year? NAKORNKHET: We finished last year at 54.5 million and we’re expecting moderate growth – about 2% growth this year. Through July of this year, we saw a 1.8% year-over-year increase, and we see continual schedule increases through the remainder of the year. That should get us close to the pre-pandemic passenger mark. WARD: Has international traffic bounced back yet? NAKORNKHET: Overall, we’re about 10% above pre-pandemic levels on international, and that’s thanks to the recovery that we’ve seen in in many regions around the world. Europe had strong growth. Asia had strong growth, with the exception of China because of

Above: Mike Nakornkhet, director, San Francisco International Airport

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DIRECTOR’S CHAIR

the bilateral flight restrictions that that we are still subject to. China traffic is is only about 50% of pre-pandemic levels, but there has been strong increases in other areas of Asia, including Japan, Taiwan, Hong Kong, Korea, Singapore, India. In the short term we are seeing some geopolitical impact with regards to travel from Canada and the Middle East, but I have optimism for continual increasing demand in the long term. WARD: You mentioned the Terminal 3 West project currently underway. Can you share details? NAKORNKHET: Spring of 2028 is when we expect to see the first phase of openings – the passenger processing, the check-in kiosks, the security areas and the gates. The project itself has also morphed from the initial vision. There’s a building that is being built in between Terminal 3 and the International Terminal that will be a combination of office spaces and airline lounges. There’s also an expansion of the eastern part of Terminal 3 West to create more [lounge] space and concessions. WARD: Looking ahead, what’s next in terms of infrastructure?

NAKORNKHET: In the current capital improvement plan, the major project is the T3 West project. It’s a $2.5 billion project that will add over 200 square feet of concession space, airline clubs, passenger processing, state-of-the-art equipment, and technology. In addition to that, we are adding cargo capacity to be able to process increased cargo demand here at SFO. We’re also undertaking utilities work. We have a wastewater treatment plant, for example, that is being connected to the rest of the campus, so that so that we can treat the wastewater and then recycle a certain amount. We are looking into expanding our electrical capacity. We want to install more charging stations for passenger and employee vehicles, as well as the fleet vehicles on the airside. WARD: I’d like to shift to revenue generation. How are how are your terminal concessions performing? NAKORNKHET: We recently opened the SF Eats Food Hall in Harvey Milk Terminal 1, and that’s seeing tremendous success. We’re seeing the highest spend rate airport wide in Harvey Milk Terminal 1, and the demand for concessions there is something

Above: SFO is in growth mode with a new Terminal 3 West modernization project that is designed to help the airport accommodate rising passenger numbers.

I want to be able to emulate airport-wide. We’ll take a similar concept and apply it to Terminal 3 when we open it. I’d also like to expand that concept to the Dianne Feinstein International Terminal as well, so we can capture the success of that concept and apply that success airport-wide. OVERALL, our concessions are growing in line with our passenger growth, but I think there are opportunities … to grow our concessions demand and sales to an even stronger level. I think we have an opportunity to expand our concession offerings in in a creative way that’s aligned with flight schedules so that they have even more success airport-wide. WARD: How are your lounges performing, and do you have plans for more? NAKORNKHET: We have The Club at SFO in Harvard Milk Terminal 1 that’s in very high demand and wins industry accolades. We also have the Amex

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BEFORE YOU TAKE OFF

BAGGAGE HANDLING, WITH A TWIST TPA Donates Unclaimed Luggage To Children In Foster Care

BY SARAH BELING

Left: After seeking to reunite unclaimed luggage with its owners, TPA donates what’s left behind to various community organizations. The bags themselves are given to an organization benefiting children in foster care.

While the airport makes efforts to reunite unclaimed luggage and other belongings with their owners, they do need to regularly make room for additional items in the Lost and Found department, notes Boos. “When items go unclaimed and no owner can be located, TPA works to donate as many items as possible to community partners after 30 days,” adds Zimmer, adding that in addition to luggage, the airport sends clothing, blankets, pillows, eyeglasses, unused toiletry items and cell phones to community partners including the Lions Club of Tampa Bay community service organization, the Pet Resource Center animal shelter, The Spring of Tampa Bay domestic violence shelter and service provider, and Cell Phones for Soldiers, an organization that provides mobile phones to low-income and unhoused veterans. “Serving the greater good of the Tampa Bay community is one of our five core values,” says Zimmer. “Our team is incredibly proud to support the Duffels of Dignity program by matching bags that might otherwise go unused with children who simply need a bag of their own to keep their belongings safe. We do not have the space to keep unclaimed bags indefinitely, so ensuring they are put to good use instead of ending up in a landfill is a win-win for both the airport and our community.”

cores of unclaimed luggage are finding worthy new homes thanks to Tampa International Airport’s (TPA) participation in a program designed to support children in need. TPA’s involvement started last year, but the Hillsborough County Children’s Services-led Duffels of Dignity program was launched in October 2022. It serves to provide children escaping domestic violence, staying in shelters or entering foster care with new and gently used bags for their belongings – a compassionate departure from the trash bags commonly distributed to those navigating emergency support services. Since its founding four years ago, Duffels of Dignity has collected more than 2,000 bags through individual donations and S

partnerships with organizations like TPA. A member of the airport’s Lost and Found team learned about the program and connected Hillsborough County Children’s Services Administrative Services Coordinator Craig Jewesak with Shannon Boos, TPA’s senior manager of guest experience, to begin their partnership, says Beau Zimmer, communications manager at TPA. Thus far, TPA has donated a total of 357 pieces of luggage to local children, with 238 pieces collected this year alone. “For children entering foster care, a duffel bag may seem like a small thing, but it can make a tremendous difference,” says Boos. “It gives them a safe, dignified way to carry their personal belongings during what is often one of the most difficult times in their lives.”

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Airports Are Upping The Ante On Family-Friendly Activities

If you’re traveling with kids, there are plenty of destinations that cater to them, but what about the journey there? While airports have long been known as a place to grit your teeth and hope your children can endure long lines and austere waiting areas, a new crop of child-focused amenities are specifically targeting to today’s youngest travelers. Places to run, jump and get energy out before a flight are becoming more popular than ever, with many airports installing play spaces and structures for families awaiting takeoff. “Travel can be hectic, especially for young children,” says Jeff Lea, manager of strategic communications at the Metropolitan Airport Commission (MAC) which operates Minneapolis-St. Paul International Airport (MSP). “Play areas and other activities offer a happy detour that lets children explore and be energetic at the same time.” The MAC has outfitted its play spaces with aviation focused play structures like mock airplanes, air traffic control towers and giant suitcases, as well as locally focused touches like a photo-op ready Snoopy statue in homage to his Minneapolis-born creator, cartoonist Charles M. Schulz. “Our goal is simple: to create a welcoming, comfortable experience that makes traveling with children a little easier and more seamless,” says Nicole Hall, public information officer at San Diego International Airport (SAN), which is in the process of building a new play space

as part of its Terminal 1 project. “One of the things we’re especially proud of is the opportunity to collaborate with nationally renowned artist Donald Lipski, who will help bring a playful, engaging, San Diego– inspired vision to life in the space for young audiences.” Many airports like Miami International Airport (MIA) have taken special care to create low-sensory play spaces equipped with features like an aquatic bubble tub, wall puzzles, cushioned seats and a light projector for young travelers seeking calm amid travel day chaos. The team at family travel mecca Orlando International Airport (MCO) provides young travelers with sensory-sensitive spaces as well as services like its Paw Pilot program, in which passengers can enjoy the company of certified therapy dogs and collect trading cards related to each airport pet. MCO has also recently opened the Flybrary, a comfy reading nook complete with a child-friendly replica of the city’s infamous Billy the Swan, a bird imported to downtown Orlando who developed a reputation for being less-than child friendly. In addition to its physical play spaces, Calgary International Airport (YYC) also features a Book Nook. “Every child is different. Some need to run, climb and explore; others need a quiet moment to reset. Our goal is to make sure YYC has space for all of it,” says Mackenzie Murphy, coordinator of communications and external relations for the airport.

BY SARAH BELING

Opposite page: At MSP, a sculpture entitled The Aurora invites children to jump on a cluster of reflective glass platforms symbolizing Minnesota and the Twin City area lakes complete with swirling light and color changes to match the sculpture above. Above: Child-focused amenities, like this installation at MSP, are specifically targeting today’s youngest travelers.

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Left, Below: Play9 Studios’ installations at MCO offer a marriage of digital and physical customizable play spaces. The digital aspect is important given the enhanced need for safety in the airport environment, a company official says.

Bespoke Solutions Play space-specific concessions operators have also gotten into the game. Companies like Tru Roots Airport Play Café are pitching educational, Montessori-inspired wooden structure play spaces designed to keep kids engaged and parents sane on long travel days. “We are parents – anyone who travels with kiddos knows we need a place for one,” says founder Rikki Underwood of her experience navigating the airport with co-founder JaMarcus Underwood and their young children. Underwood, who alongside her team is currently pitching Tru Roots concepts for potential installation via dedicated, lounge integrated, branded, co-branded and white-label models, hopes that airports will see the value of including clean, accessible spaces made to entertain children from 0-12. “Every airport understands the need, they see the need transparently, it just falls [to them] to consider revenue generation [opportunities] of it,” adds Underwood. The Tru Roots model offers timed, supervised play while parents relax or dine nearby within the same buildout. The vision also includes grab-and-go and merchandise options. Tru Roots recently advocated for RFPs to focus on family-friendly amenities.

“How does this concept improve the experience for families? Does it reduce operational strain during delays and extended dwell times? Can it adapt as passenger needs evolve over time? We’re advocating for intentional family hospitality, supported by passenger behavior, family travel research, and flexible infrastructure that meets airports where they are.” Other companies like Play9 Studios , the Australia-based play space firm, offer a marriage of digital and physical customizable play spaces and have broken out of the mall circuit and into airports like London Heathrow International Airport (LHR) and Orlando International Airpor t (MCO). “It was a very natural evolution,” says CEO Tanya Michaelides of the jump to airports. “The challenge with airports is that [a play space] can’t just look like nice furniture and be done. It needs to be smarter than that. It needs to be easier to install. It needs to be able to tire kids out, entertain them, and be really, really safe, because the last thing airports can have to deal with is kids falling and hurting themselves – which is natural [and] in any environment can happen, but the knock-on effect in an airport is huge. The flight is delayed, luggage has to come off, and so forth,” she adds.

Airports “like the digital aspect. It’s low play, it’s safe,” says Michaelides. “It’s playful without needing the big play space, it offers passengers that experience of play and respite and adds to the overall experience of travel. Because travel as a family starts from the minute you get to the airport.” Airports also appreciate Play9’s platform customization features, adds Michaelides. “It means that they can change games so it can be seasonal – for example from Halloween to an underwater theme, so that way it always feels fresh and alive.” For play space operators to find success in airports, offering an easy-to-install concept is key, says Michaelides. “You don’t have the luxury of a new build or a shopping mall where you can just close off a section for a month,” she adds. “We understand the pressure on the airport, and so we’ve launched a new range called Pop Play, and

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travelers can enjoy everything from a 3,000 gallon aquarium and a 360-degree immersive installation called The Moment Vault, where children can play with bioluminescent fish and visit the surface of Mars to an entertainment program that features musical performances, visiting face painters, caricature artists and even baby gators from nearby Gatorland wildlife park. Over on MSP’s ticketing and baggage claim level, a 29-foot-high glass and metal sculpture entitled The Aurora by Jen Lewin invites children to jump on a cluster of reflective glass platforms symbolizing Minnesota and the Twin City area lakes complete with swirling light and color changes to match the sculpture above. And in airport dining spaces, many concessionaires have tuned their menu offerings to accommodate younger palates. At many airports including MSP, clustering kid-friendly food options is a strategy to make sure families can find easy meal options on-the-go. “In a pinch, our coffee locations are stocked with milk for the little ones,” adds Lea. “Airports with nearby family attractions like Orlando International Airport (MCO), San Francisco International Airport (SFO),

or Denver International Airport (DEN) are naturally top of mind when we think about family travelers, “says Justin Marlett, director of strategic marketing for Paradies Lagardère , “but the reality is that families travel everywhere, and we want them to feel welcome at our restaurants no matter which airport they’re passing through. We offer our Little Pilot’s kids’ menus at most of our full service restaurants, where our brand partners allow for it, so families have options wherever their travels take them.” When developing child-friendly fare, “we start with the classics: grilled cheese, smallersized burgers, and grilled or crispy chicken tenders,” says Marlett. “From there, we make sure there are healthier options too, like fresh fruit as an alternative side instead of just fries. Parents appreciate having those choices, and it’s important to us that kids’ menus feel thoughtful rather than an afterthought,” he adds.

it’s based on our most popular products over the last 15 years, a simple play space configurator. Airports just request a login from us and they can jump on and configure their own play space instantaneously.” And while the team at Play9 leans on its digital capabilities for instant updates, they make sure to keep design-forward physical elements a part of their updating process, adds Michaelides. “We are a design-led business – we’re constantly inventing and creating,” she says of their “Willy Wonka”- esque workshop and creative team. “They’re constantly innovating, which means clients can either then add products to their space over the year, or the next space they [develop will have] new products to choose from. But we’re never stagnant, and we always listen to the market.” Beyond Play Beyond formalized play spaces, many airports have also implemented other interactive features for young travelers. At MIA, Miami public school students contributed World Cup-related artwork to an airport gallery. At MCO, young

Below: San Diego International Airport is adding a playspace when it revamps Terminal 1. The goal is to create a welcoming, comfortable experience that makes traveling with children easier.

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Marlett says catering to families is strategic. “What we find is that many families assume there won’t be anything for their children and head straight to a quickservice restaurant without even considering us,” he says. “We want all of our guests to feel welcome when they sit down to dine with us, and that absolutely includes the little ones.” One thing that hasn’t changed? There are still plenty of places for young travelers (and their parents) to pick up site-specific souvenirs. Alejandro Rodriguez, CEO of Amerikiosks , an automated vending company responsible for a wide-variety of offerings including toy machines, says that providing child-specific retail concepts in airports not only generates revenue for airports, but “kids can play and can be distracted, so the parents can relax a little bit. It’s a win-win-win.” MCO offers “immersive, theme park inspired retail spaces representing Disney, Universal, and SeaWorld, where guests are welcomed by iconic attractions and transported back into the magic,” says Starke. “Each store turns shopping into part of the adventure, letting kids relive their favorite moments and take a piece of that magic home through playful, memorable souvenirs.” They also provide

Above, Right: Tru Roots Airport Play Cafés aim to offer educational, Montessori-inspired wooden structure play spaces designed to keep kids engaged and parents sane on long travel days.

free souvenirs through their Memories Created in Orlando buttons handed out throughout the terminal with themes like “My First Flight”, “It’s My Birthday”, and an all-occasion “Let’s Celebrate”, she adds. Even traditionally stressful spaces like the TSA line get a family-friendly upgrade at places like MCO and YYC, which provide family screening lanes for a smoother trip through security. It’s touches like these that airports and concessionaires alike hope will make the travel day easier on all passengers. “At MSP play areas, we see excitement on the children’s faces, and smiles of relief from parents and adults when they have found a safe zone to be adventurous or get the wiggles out before a flight,” says Lea. “Elevating the passenger journey is part of our vision,” MCO’s Starke adds, “so as we create more child-friendly amenities to integrate into the airport environment, we believe passengers of all ages will appreciate these concepts.”

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The Details Make

the Difference.

Travelers remember a friendly welcome or a helpful team member, but those moments are supported by hundreds of details happening behind the scenes. From keeping stores impeccably stocked and organized to maintaining brand standards and visual presentation, we believe every detail plays a role in the guest experience.

That’s why we approach customer service and retail operations with the same mindset: care, consistency, and attention to detail. Whether we’re representing a global brand or a local favorite, our

goal is simple: create experiences that make travelers feel welcomed and brands feel proud to be our partner.

MEMORABLE MOMENTS Special Events Spark Joy In The Terminal BY SALLY KRAL

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During this summer’s FIFA World Cup, in airports across the country, travelers were met with nearly as much celebration in the terminal as they would experience at an actual game. “The FIFA World Cup this year represented our largest coordinated effort across our travel retail and food and beverage network in North America: We brought the fanfare of the tournament to our stores and restaurants in 19 host-city airports, creating pop-up merchandise shops, branded bars, games, and interactive fan experiences featuring tournament sponsors and supporters,” says Shayna Iglesias, North American vice president of marketing and communications for Avolta . “With operations in airports serving so many host cities, we were uniquely

positioned to reach travelers at exactly the moment when anticipation and excitement were at their peak.” For concessionaires and airports alike, hosting special events is an effective way to stand out and be remembered. “Our airport is situated in one of the most competitive airport markets in the country. We must be creative and proactive in how we market ONT and attract passengers,” says Stephanie King, director of community engagement for Ontario International Airport (ONT). “Community engagement tactics and special events allow us to interact with our community, educate them on what ONT has to offer and truly differentiate our airport from the others in the region.” Events hosted in the terminal also bring levity to the travel experience. Eric Chung, airport experience and quality assurance manager at Harry Reid International Airport (LAS), says unique events can mitigate some of the stressors of travel. “Our goal is to create moments that go beyond those necessary travel processes and bring warmth, hospitality and a sense of connection to the passenger journey,” he says. “Whether through live musical performances, family-friendly activities or special events, each activation is intentionally designed to provide a welcoming and enjoyable experience, reduce the stress of travel and create memorable moments for our passengers.” Building On Excitement Special events and activations are a core part of how Avolta brings its offerings to life for travelers and how the concessionaire aims to make the travel journey as rewarding as the destination, Iglesias says, adding that each event is customized for each airport depending on what’s relevant locally, as well as national events that have broad appeal. “We capitalize on moments when excitement is already in the air, like during major sporting events,” she says.

Left, Below: Avolta hosts events designed to surprise travelers with something unexpected, virtual reality experiences, celebrations and more. At Calgary International Airport, dancers performed to celebrate Diwali Day and, separately, a flight simulator allowed passengers a virtual reality experience.

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Paradies Lagardère similarly looks to big sporting and cultural events that happen throughout the year – events like the Super Bowl, the College Football Playoff, the Final Four, professional sports playoffs, Formula 1 races, the Indy 500, premier golf tournaments, the Kentucky Derby, the Breeders’ Cup and the FIFA World Cup – and creates events and experiences accordingly. “Special events, or ‘Hot Markets’ events as we call them, are a big part of what we do; they take a collaborative effort across multiple teams, including operations, merchandising, visual design, IT, airport leadership and finally our Hot Markets team,” says David Gilbert, director of merchandise. “The response from travelers is always fun to see, especially around big events like the Super Bowl. We start building excitement early by bringing in merchandise before the holidays, expanding our selection and displays in January, and then really leaning into the experience as the game gets closer with kiosks, themed presentations and other event elements.” Gilbert adds that one of the things he and his team are most proud of happens after the game: “We work through the night to get championship merchandise into stores in time for the first flights the next morning. Travelers are often surprised by how quickly it shows up. We hear things like, ‘Wait, the winning team’s shirt is already here?’ or ‘I couldn’t even find this at the stadium.’ Those moments are exactly what we love. It’s about creating a connection to the event and giving Below, Right: For Ontario International Airport, community engagement tactics and special events – including annual events like 5K at the Runway (pictured), monthly “passenger pop ups” and “surprise and delight” activations, and quarterly Authors at ONT book signings (pictured) – allow the airport to differentiate itself in a very competitive market.

people a chance to take home a piece of the excitement while they’re traveling.” Crafting activations centered on local sporting events allows airports to show regional pride and support for the local community. One recent example came during this year’s March Madness, when ONT partnered with UCLA Athletics to transform a portion of Terminal 4’s baggage claim into an immersive recreation of UCLA’s Pauley Pavilion.

Above: Paradies Lagardère looks to big sporting and cultural events that happen throughout the year and create activations and merchandise tie-ins accordingly.

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PHL as the inspiration for their pep rallies,” says Leah Douglas, director of guest experience. This year PHL held pep rallies for all the events Philadelphia hosted, including the NCAA men’s basketball tournament opening round, the PGA Championship, World Cup matches, America’s 250 th birthday celebration and the MLB All-Star Game. Element Of Surprise Events for large annual celebrations, holidays and seasons are important, but sometimes it’s the smaller scale activations that are especially impactful, notes Avolta’s Iglesias. “We will always have big annual events that are popular across airports because of their wide appeal but we also love the opportunity to surprise travelers with something unexpected: a pop-up tasting with one of our local spirits partners, a ‘meet the maker’ event with local artisans,

“The activation featured a near-scale basketball court, authentic UCLA branding and an official basketball hoop from Pauley Pavilion, plus a live broadcast of UCLA’s Bruin Insider Show,” says Patricia Delatorre, ONT’s senior manager of advertising and partnerships. “The co-branded campaign message, ‘Champions Fly Here,’ connected UCLA’s championship legacy with ONT’s position as Southern California’s growing gateway.” In addition, ONT partners with Los Angeles Football Club to host an annual watch party. At Philadelphia International Airport (PHL), in-terminal pep rallies – which involve interactive games, artist demonstrations, music, giveaways and merchandise – have become a specialty. “They have been so well received by guests and employees alike that pep rallies and airport-wide community celebrations at PHL are here to stay. And other airports have been following suit like New Orleans and Seattle, both crediting

a book signing with a popular author, or a virtual reality experience exclusive to Club Avolta members,” she says. “It’s often the spontaneous moments that travelers remember the most. Response has been overwhelmingly positive and often genuinely surprised. A lot of travelers walk into airports expecting them to be purely transactional spaces, so when they encounter something unexpected and enjoyable, they light up.” At both PHL and LAS, music programs have been successful. At the former, the Sounds of Philly program launched in May of this year and brings in local musicians twice weekly to perform in locations both pre- and post-security. And LAS hosts local musicians during holidays and peak travel periods. “Most recently, in July, we partnered with talented artists from the Musicians’ Union of Las Vegas for performances in Terminals 1 and 3,” Chung says. The airport also recently hosted student DJs from a local

FR125_C3_AXN Ad_mechanical.pdf 1 10/15/26 1:28 PM

Thank you, Mel.

Your unique ability to build and nurture industry connections has helped make FuelRod the mobile charging service of choice for airports across the United States. We’ve truly enjoyed working with you. Thank you for your friendship, support, and the doors you’ve opened along the way.

With heartfelt appreciation, Joe, Claudio, Kendall, Paul and the entire FuelRod Team.

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