Airport Experience® News - Post-Conference Issue 2023

Far Left: Matthew Cornelius, executive vice president, Airports Council International North America. Left: Daren Griffin, president and CEO, Reno-Tahoe Airport Authority.

Recession was not to stop planning for the future,” he said. “We are grateful we kept planning and can move into the next phase of design and build.” Higgins added that in Tulsa, government support had even allowed them to make investments that they wouldn’t have otherwise, “providing a better experience for our customers and more concessions spending.” With significant growth, however, comes two new challenges: adapting to a changed traveler and combatting the staffing shortages plaguing the nation’s workforce. Panelists noted that to keep up with passenger priorities - especially the fast-rising GenZ - elements like contactless paying, order-ahead options, QR code communications and expanded grab and-go amenities were clear ways to satisfy consumers looking for a seamless, minimal interaction travel experience. Conversely, providing enough personnel, from check-in to concessionaire to TSA agents, has become exceedingly difficult. “It is very challenging to hire people,” said

Lyttle. “Employers are begging people to come to work.” Increased salary offerings, sign-on and retention bonuses, and even paid-for employee benefits are required. Meaninguf l perks are effective to an extent, but each noted that staffing is still a significant struggle in the face of competitively priced private sector jobs. To gain, train, and retain the next cohort of airport industry careerists requires a very early start, the panelists said. “We are targeting pre-high-school students,” said Lyttle. Higgins described programs that work with schools and community groups and even the popular children’s computer game Minecraft to reach future employees. “We’re doing a program with 57 schools across the state that gives kids the opportunity to get their drone pilot’s license or ground school license, because many of these kids from rural areas have never even been to an airport,” she said. “That’s how we get excitement and buy-in with the industry. We have an obligation to inspire the next generation of aviation workers.”

Above Left: Alexis Higgins,

CEO, Tulsa Airports Improvement Trust.

Above Middle: Lance Lyttle, managing director, Seattle-Tacoma International Airport.

Above Right: Jacqueline Yaft,

executive director, Austin-Bergstrom International Airport.

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