Airport Experience® News - Leadership Issue 2025

the typical large cost of initial startup. Participants gain experience with everything from inventory coordination to fire and safety procedures.” To give participants the full concessions experience, DTW structured the SOAR solicitation process to mirror traditional requests for proposals (RFPs), including requirements for proposal submission, evaluation and selection. This approach was intended not only to prepare participants for future opportunities but also to maintain fairness and transparency. At AUS, the approach has been to bring small businesses into the airport conversation before an RFP is even released. “The Gateway 2 Concessions initiative was developed to inform local business owners about how to become certified as an ACDBE, what the challenges are in operating in an airport and how to bring their products and brands to AUS,” say Jolene Cochran, program manager for the Austin Small and Minority Business Resources Department (SMBR) and John Gallo, deputy chief officer for commercial development at AUS, in joint emailed responses to questions. “We also created an Industry Day for prospective concessionaires to meet with prime operators and build relationships that can lead to real opportunities.” AUS partnered with SMBR to create a foundational training experience for interested firms. The training includes in-person and virtual sessions covering certification processes, airport operational demands and proposal preparation. The dual delivery method ensures broader accessibility for entrepreneurs with varied schedules and obligations. ATL launched Gateway to Growth as part of a broader initiative to help experienced small business owners navigate the world’s busiest airport. “Gateway to Growth is a strategic initiative of the city of Atlanta’s Department of Aviation designed to equip experienced small business owners with the knowledge and tools needed to succeed within the unique and competitive environment of Hartsfield-Jackson Atlanta International Airport,” says Scott Knight, who until recently was senior director of concessions at ATL.

SEA has developed a structured pathway that incorporates a range of formats tailored to business maturity and product type. James Belle, program manager for airport dining and retail at SEA and Scott Van Horn, manager of business development and assistant ACDBE liaison, have helped shape the SPARKS program to expand access for small and microbusinesses. The program includes five participation categories, each designed to match different levels of business readiness. Kick-Starter Kiosks offer six-month terms for early-stage entrepreneurs. Specialty Retail Incubator Kiosks and Specialty Vending both operate on one-year terms while Food and Beverage spaces run for two years. The most advanced option, Specialty Retail Accelerator Kiosks, provides a three-year term with potential renewal up to five years. Each format offers a different on-ramp depending on the needs and readiness of the participating business. Mentorship That Builds Confidence One area where all four airports align is the importance of mentorship. At DTW, SOAR participants receive operational support before and after launching their locations. That includes detailed guidance on badging, permitting, revenue reporting and the unique logistics of operating inside an airport terminal. Quix Belgian Chocolatier and Rebel Nell Jewelry, the

first two SOAR participants, opened their airport locations during the 2024 holiday season and now hold active leases at DTW. In addition to pre-opening training, DTW provides quarterly check-ins and ongoing technical assistance. Participants are guided through airport systems including tenant alteration permits, centralized receiving logistics and e-maintenance protocols. This operational mentorship is structured to reduce friction and support long-term business stability. In Austin, the plan is similar. “There will be an onboarding series to ensure new operators are prepared for launch,” say Cochran and Gallo. “The goal is to continue their education in the concessionaire space with resources tailored to airport operations.”

Right: Quix Belgian Chocolatier and Rebel Nell Jewelry both participated in DTW’s inaugural SOAR program last year and now hold active leases at DTW.

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AX NEWS DECEMBER 2025 / JANUARY 2026