Airport Experience® News - Post-Conference Issue 2026

likely very different whether I’m on a business trip or traveling with friends and family,” he said. “People are open to giving up some of their data if there is a value out of it. If we get a one size fits all experience, that doesn’t have that value.” At Avolta , every digital investment starts with the same question, said Atousa Ghoreichi, the company’s senior vice president of digital: are we putting the traveler at the center? An OpenTable reservation integration has produced an abandonment rate of less than one percent. “The loyalty platform is critical because that’s how you can reach the consumer,” Ghoreichi said. “Convenience, personalization, wayfinding. It’s in the palm of their hand.” Livney described the evolution of the airport-traveler relationship in three stages. “Transition from anonymous to collaborative to predictive. Predictive is the holy grail.” He also sees potential in paid loyalty, a subscription model that gives airports a recurring revenue stream and richer data ahead of departure. Bibbens added that ReachTV conducts monthly surveys combining first-party and third party data. “There’s a creative way to intertwine this experience,” he said. “Digital, when done correctly, can really generate additional revenue. It works, it’s functionally logical, and it’s accompanied by human interaction, said Ghoreichi, who noted that human interaction remains part of every technology pilot at Avolta . “You do need that human touch,” Livney added that customer satisfaction scores drop when there is no human element involved. Bibbens brought it back to basics. “The experience is our brand, and we have to figure out collectively how do we make that experience cohesive and engaging and something I want to do again.” New Opportunities In Airports On of the most highly anticipated sessions each year at AX is the Airport Opportunities presentation. This year, 11 airport professionals shared details on upcoming projects and the concessions and services opportunities that come with them. Dallas Fort Worth International Airport (DFW) is preparing 120 new concession locations over the next five years. Cristen Mosley, concessions manager at DFW, said new RFPs are initiating in May.

Top: Cristen Mosley of Dallas Fort Worth International Airport said the airport will add 120 new concession locations over the next five years. Left: Clarissa Mamaril of San Francisco International Airport has 23 concessions locations in the works, with bids due in October.

JP Tabet, deputy executive director of commercial development at Los Angeles International Airport (LAX), outlined plans to rebuild around four neighborhood concepts drawing on iconic city landmarks including Griffith Park , Grand Central Market and the Arts District . “It’s not adding capacity, but it will run more efficiently,” he said. The RFP period opens at the beginning of Q2. Stacey Nance, director of concessions at Tampa International Airport (TPA), is preparing for Airside D, a 25,000 square foot two-level expansion with two lounges opening in 2029. “A coordinated redevelopment that aligns with our long term vision for our airport,” she said. First solicitations are expected in Q4. The existing facility at John Glenn Columbus International Airport (CMH) will be demolished and replaced with a Central Market oasis featuring 100-foot wide concourses, airfield views, an outdoor patio and two baggage claim concession spaces. Todd Carter, manager of concessions at CMH, said 38 new concession locations are on the way. Twenty-three upcoming locations at San Francisco International Airport (SFO) are moving quickly, with proposals due October 2026 and leases awarded January 2027. Clarissa Mamaril, senior principal property manager at SFO, noted Terminal 3 opportunities are also in the pipeline. John Gallo, deputy chief commercial development officer at Austin-Bergstrom

International Airport (AUS), described a new Concourse B and arrivals and departures hall expanding to 40 gates and allowing AUS to serve 30 million passengers annually. Thirty-five new retail and food and beverage opportunities are attached to the new concourse. The largest RFP in the history of Minneapolis-Saint Paul International Airport (MSP) is coming in June 2026. “50 plus spaces meets 36 million passengers,” said Anne Saxton, director of concessions and business development at MSP. Units are available for end of 2028. Several other airports rounded out the session. At Nashville International Airport (BNA), Lisa Leyva, vice president of concessions, and Karl Ebert, vice president of airport opportunities, highlighted Concourse A as the biggest opportunity ahead. Scott Van Horn, business development manager at Seattle-Tacoma International Airport (SEA) outlined three upcoming RFPs covering food and beverage, specialty retail and convenience retail. Alex Castillo, concessions manager at Ontario International Airport (ONT), spoke to the airport’s SoCal So Easy brand approach as the framework for future growth. Scott Knight, director of properties and concessions at Richmond International Airport (RIC), shared his vision for an expanded concessions program. “The reality is that if the city is accelerating, the airport is exploding,” he said.

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AX NEWS APRIL/MAY 2026