Airport Experience® News -Customer Service Issue 2026

Beyond the local partnerships, “we’ve challenged our concessionaires to reimagine best-in-class retail and duty-free concepts through a distinctly New York lens,” says Thody. “The result is a collection of dining and shopping experiences that are unique to T6 rather than replicas of what’s found in airports elsewhere around the world.” Thody hopes travelers “walk away feeling that Terminal 6 offers a modern airport experience that is distinctly New York and sets a new standard for what they should expect from air travel,” he says. “Our ambition is not simply to build a new terminal, but to help redefine what a world class airport experience can be.” T8 Out Of The Gate The $400-million modernization of JFK Terminal 8 was recently completed, the first of the terminals to open as part of the JFK transformation. The project, led by American Airlines and British Airways , includes 130,000 square feet of new amenities, premium lounges, a premium check-in area, enhanced baggage systems, five widebody gates, and a $125 million concessions redevelopment by ASUR Airports. Passenger reaction to the overhaul “has been overwhelmingly positive from both passengers and employees,” says ASUR Airports’ Carter, noting that “it’s been exciting to give travelers a preview of what’s to come across the airport.

“What we’ve seen is that the impact has gone well beyond the concessions program itself,” Carter says. “Passenger satisfaction has increased significantly, and Terminal 8 recorded the largest year-over-year increase in satisfaction among JFK terminals. In fact, we’re seeing some of the highest satisfaction scores since before the pandemic, even as passenger traffic continues to grow.” Carter adds that “while positive comments about food, beverage, and retail have increased dramatically, what’s been particularly interesting is how the new program has improved perceptions of the overall terminal experience. The physical footprint of the terminal hasn’t changed, but passengers report being more satisfied with factors like walking distance and convenience because they’re enjoying the journey through the terminal more.” When it comes to merchandising the concessions program for maximum efficacy, “we’re all about unexpected adjacencies,” says Carter. “A great example is placing Shake Shack across from Brooklyn Blend, a fantastic locally owned concept out of Brooklyn, New York. That combination gives passengers both familiar national brands and unique New York experiences, enabling us to meet different needs and preferences within the same space.” Golden Krust Caribbean restaurant “has been another tremendous success,” says Carter. “The brand recently earned recognition from Chowhound as one of the country’s top airport dining concepts, and it has significantly

exceeded its first-year sales projections. Putting forth a local brand that authentically reflected the JFK community helped create something special for travelers.” Prioritizing local participation “doesn’t just mean giving space to small businesses — it means finding creative ways to connect local entrepreneurs, operators, and brands with opportunities throughout the terminal ecosystem,” adds Carter. “Sometimes that’s through storefronts, but it can also mean showcasing local products in duty-free, travel essentials, or specialty retail environments.” The success of Terminal 8’s overhaul “has influenced how we think about future developments,” says Carter, noting that they see a clear value in making their airports reflective of their surrounding communities. “When you invest in engaging in the community, you also come to know the people and businesses that make it special.” Each of the JFK terminal projects are part of PANYNJ’s $19 billion overhaul. The agency says that it will “continue to deliver on its promise to transform its airports from worst to first.” Ultimately, it says, its airports “have been transformed from experiences to be endured into destinations.” Above: JFK T8 opened in April with a range of new concessions and an entertainment destination called “The Show,” which offers live performances, streamed sporting events, seasonal entertainment and brand activations.

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AX NEWS OCTOBER/NOVEMBER 2026