Airport Experience® News -Customer Service Issue 2026

As New York’s largest airport, John F. Kennedy International Airport (JFK) is almost always managing a terminal project. But there is perhaps no project bigger than the airport’s sweeping, $19 billion redevelopment program currently underway. Now, several terminal projects are nearing completion, giving travelers state-of-the-art facilities as they depart from or arrive at JFK. The multiyear, multiterminal undertaking – composed of the nation’s largest public private partnership between private investors and the Port Authority of New York and New Jersey (PANYNJ) – involves nearly all its currently operating terminals, as well as its infrastructure and roadways. One To Watch The airport’s largest undertaking is the New Terminal One (NTO), a $9.5 billion project constructing an entirely new 2.6 million square foot facility on the site of the existing Terminal 1 and the vacant sites of Terminals 2 and 3. Developed by The New Terminal One Consortium (made up of Ferrovial Airports , JLC Infrastructure , Ullico and the Carlyle Group ), the terminal will open its first 14 widebody gates in early 2027 and will complete the remaining nine gates after demolishing the original Terminal 1 building. The team designing the NTO, which will be as large as all of LaGuardia International Airport (LGA)’s terminals

combined, is focusing on creating a space capable of accommodating a portion of the airport’s busy international traffic, says Ghim-Lay Yeo, senior director of corporate communications at NTO. The facility “is intended to help set a new standard for the international travel experience: one that is seamless, welcoming, resilient and distinctly New York,” says Yeo, adding that “every touchpoint has been considered through the lens of what travelers need, when they need it, and how we can make the experience more intuitive and less stressful.” The terminal’s architecture, natural light, clear sightlines, landscaping, art and integrated wayfinding are designed to work together, she adds. “Because this is an international-only terminal, we also had opportunities to rethink spaces in ways that create a more welcoming and comfortable experience. For example, a light-filled customs hall will greet travelers who land at the New Terminal One, providing an elevated arrivals experience that is distinctly different from other U.S. airport terminals.” The terminal’s innovation also extends to its sustainability and accessibility features, with the NTO implementing a microgrid designed to support operations while reducing environmental impact, a centralized fleet of electric ground support equipment and strategic water

and waste management systems, as well as amenities like a sensory room and dedicated lounges to support passengers with different needs. The concessions program, created in partnership with ASUR Airports , is focused on “curating shopping and dining experiences that would raise the bar for global travelers at JFK while offering an experience that feels authentically New York,” says Yeo. While the dining concepts have yet to be revealed, the terminal has announced several of its retail and duty free offerings, which include concepts from local brands Made in Queens, Magnolia Bakery, Jacques Torres Chocolates and Greyston Bakery, as well as duty free operations by Duty Free America that will feature New York- and Queens-based products. “It’s about leveraging local expertise and creating pathways for businesses that may not traditionally have had access to opportunities of this size and scope,” adds Ian Carter, ASUR Airports vice president for JFK. “We’re thinking creatively about how local participation can take many Above: The $9.5 billion New Terminal One project involves constructing an entirely new 2.6 million square foot facility on the site of the existing Terminal 1 and the vacant sites of Terminals 2 and 3. The terminal will exclusively serve international travelers.

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AX NEWS OCTOBER/NOVEMBER 2026