Airport Experience® News - Retail & Amenities Issue 2023

DIREC TOR’ S CHA IR

restrooms. Simultaneously, we’re working on a hold room refresh program. This is a program that will increase charging stations and [address] elements like seating and lighting – just an uplift to the hold room areas. We are enhancing our queue management system, providing passengers with real-time updates on security checkpoint wait times through digital signage and through our website. And we’re upgrading our entire surveillance system. We are working on a few other things that are not as visible, but important. Simultaneously, we are going through master planning update which will give us a path going forward with a much more

robust set of projects to really meet the needs of our airport in coming years. WARD: Focusing in on the on the traveler experience, as passengers make their way through your terminals, what’s new or innovative or exciting? SAEED: A lot of these things predate me but I mention them because it really is about taking what is good and taking it to the next level. First, we have a guest experience stakeholder council – involving essentially all stakeholders at the airport, so airport personnel, airline businesses, governmental agencies, anybody and everybody that has a piece in creating an experience within the airport. We’re using this platform to celebrate

successes and ensure that there’s training and consistent support provided to all employees who work at the airport. The stakeholder council and the work that it is doing has been phenomenal and is really going to be instrumental in our success in 2026. We have done specific programs like a visual assistance program. In addition to offering in-person information service to our customers, we have a virtual information program that enables guests to talk live with an agent 24/7. Even when the kiosks are not staffed, travelers are able to communicate with somebody and get help. There are also QR codes located throughout the airport. We have a wagging tails brigade to surprise and delight folks with puppies. There are certified therapy dogs and they walk around the airport and bring a lot of joy to people. Then we recently celebrated the 25th anniversary of our arts program. There are a bunch of activities that we’re doing around that to celebrate, such as a scavenger hunt in the terminal. WARD: I know MarketPlace Development runs your concessions program. What’s the latest? SAEED: Things are going well - MarketPlace does a great job. There are some exciting developments. We opened Roam Fitness in Terminal F in July, which has been very well received. This fall, we’re going to have a few openings, like The Urban Juicer, Rip Curl, Brookstone… One exciting development is Chase is going to be opening a Sapphire Lounge in 2024. One thing that I’m really proud of in this program is the ACDBE participation. In 2022 alone, we had 12 concessions open that were either wholly owned or in partnership with ACDBE vendors, and ACDBE vendors had more than 80 million in sales in 2022, which represents about 45% of our total sales on food, beverage, retail. All in all, our revenues are up. We are seeing better spent from customers. WARD: Switch gears a bit, can you tell me about the cargo project you have underway? SAEED: In 2017 we did a study that revealed that we were only capturing 9% of the potential air cargo opportunity. That triggered a series of actions on our end, essentially looking to double our footprint on cargo. We have a bunch of enabling projects going on right now. This is going to [result in] a 1 million square foot new cargo facility. It will really put us in a competitive place with other airports that are handling cargo.

Left: One of the newest concessions at PHL is a Roam Fitness, offering workout options to both travelers and workers at the airport. Below: Restroom and holdroom upgrades, a queue management system at security checkpoints and an updated surveillance system are among the capital projects underway at PHL.

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