Airport Experience® News -Customer Service Issue 2026

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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AX NEWS OCTOBER/NOVEMBER 2026