Airport Experience® News -Customer Service Issue 2026

34

14

26

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.

2

AX NEWS OCTOBER/NOVEMBER 2026