Airport Experience® News -Customer Service Issue 2026

That organic participation is one of the clearest signals that the programming is working.” Iglesias adds that these events also have a longer-term effect on loyalty. “Travelers who have a memorable experience at one of our locations are more likely to seek us out when they’re passing through,” she explains. ONT’s King notes that everything the community engagement team does is strategic and intentional, with data guiding what events they develop as well as how effective those events are. She says that for the fiscal year 2025-2026, ONT received more than $328,000 in earned media publicity value through press coverage and media placements, plus an additional 1.05 million social impressions, generating 73,000 engagements. In addition, surveys collected throughout the year found that 91.81% of respondents said they would consider flying out of ONT after interacting with the community engagement team.

surprise and delight is intended to do – interrupt the routine of travel with a positive, memorable moment. “Our employees love these activations, too,” Yonta continues. “They get to be part of the fun, engage with travelers in a different way and help create the energy that makes ONT a great place to work. We believe employee experience and customer experience are closely connected, so when our people are engaged, having fun and proud of the experience they’re creating, our customers can feel that.” Creating Positive Energy Paradies Lagadère’s Gilbert says that he and his team see themselves as ambassadors for the city in which they operate, and special events help them celebrate and share the culture of that city with travelers. “If travelers leave excited about what they found and feeling more connected to the destination, then we’ve accomplished our goal,” he says. “Special events consistently drive higher

sales, particularly in host cities and other high-interest markets, and while sales growth is important, our biggest measure of success is the customer experience and response from our airport partners.” The LAS team views the airport as a representation of the city it serves. By connecting LAS activations with major Las Vegas events, the airport “allows passengers to experience the energy and spirit of the destination from the moment they arrive through the moment they depart,” Chung says. “Passenger feedback has been overwhelmingly positive.” Avolta has seen “real sales lifts during special events, especially when offering exclusive merchandise, a taste of something local, or hosting an appearance from a favorite local or national personality,” Iglesias says. “But honestly, the numbers only tell half of the story. The best measure is the energy of travelers in the space who had zero intention of stopping by. They get pulled in, engage and often make a purchase they wouldn’t have otherwise.

YOUR 2026 INDUSTRY LEADING CONCESSION RESOURCE.

PRINT & DIGITAL $975

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AX NEWS OCTOBER/NOVEMBER 2026