Airport Experience® News -Customer Service Issue 2026

ONE-ON-ONE

Left, Below: Montes was a prominent figure at the annual Airport Experience Conference, hosting both the Women In Leadership Breakfast and the AX Awards Gala each year.

cultural exhibits, pop-ups, local activations and concepts that feel like destinations themselves have changed the experience. And lounges have become an experience of their own, creating increasingly sophisticated hospitality experiences. Finally, I would say the lines between food, retail, and experience are starting to disappear. This may be one of the biggest and coolest changes to me. Instead of thinking about a restaurant here, a retail store there, and a gate hold room somewhere else, newer terminals are creating mixed use environments where travelers can eat, shop, relax, work, and experience the destination in one space. And the biggest evolution I’ve seen is that concession stop being something that simply existed inside an airport and became an integral part of the traveler’s experience. WARD: As you hand off to AXN’s next leader, Amy Hornby, what are the key priorities that you recommend she address? MONTES: First and foremost is the priority of maintaining AXN as the industry’s trusted neutral voice. One of AXN’s greatest strengths has always been our ability to bring all sides of the industry together, even when they don’t necessarily agree, and create space for the conversations that need to happen. There’s real value in being that trusted connector and convener. AXN needs to continue listening, asking the right

questions, and making sure we have a seat at the table for the discussions that are shaping where this industry goes next. I hope she keeps the AX NextGen Collective initiative moving forward. I’m really passionate about this one. We can’t assume the next generation of leaders is going to consume information, build relationships or engage with the industry the same way we have. We need to be curious about what they find newsworthy, where they go to for information, how they want to connect, and what makes them feel like they belong in this community. The last priority is to continue building AXN as a true 365-degree platform. I’ve always believed our value is much bigger than what happens during a few days at the conference or within the pages of the magazine. We have an opportunity to keep this industry learning, talking and connected all year long through conversation, media and meaningful touch points. I think there’s even bigger opportunity to become the front door for

companies that aren’t in the airport space yet. If AXN can help them understand the market, find their place in it, and ultimately become part of the community, we’re not just covering the industry, we’re helping it to grow. WARD: What’s the one priority or initiative that you have regrets about, or that you weren’t quite able to get over the finish line? MONTES: One of my goals was to expand our ecosystem, very much understanding that we can’t be everything to everybody and that there are other organizations in the industry that touch those verticals. As the airport experience has involved, I think there were ways for us to have broadened our audience. And while it made it into our strategy several times, the execution fell short. I was working so much in the business that I rarely had a chance to lift my eyes up and work on the business. WARD: What has this industry taught you both personally and professionally? MONTES: Probably more than I even realize. Professionally, this industry

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AX NEWS OCTOBER/NOVEMBER 2026