Airport Experience® News - Retail & Services Issue 2025

SEPTEMBER 2025 / V23 N265

THE RETAIL & SERVICES ISSUE

APPAREL FINDS AIRPORT NICHE ECONOMIC

TRAVEL ESSENTIALS EVOLVE TO MEET CHANGING DEMANDS

UNCERTAINTY COMPLICATES BUILD-OUT PLANS

Game-Changing Style Lands at DTW Eastside Golf has arrived at Detroit Metropolitan Wayne County Airport, bringing its bold fusion of golf, streetwear, music, and culture to its first U.S. standalone location. Experience the iconic Swingman style — a symbol of culture, diversity, and an authentic vision for the future of the game. Founded by former Morehouse College golf teammates Olajuwon Ajanaku and Earl Cooper, Eastside Golf is redefining the sport for a new generation. It’s a brand that carries the values of golf — confidence, integrity, and focus — from the fairway into the everyday.

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14 The News & Gift Evolution Travel essentials remain the backbone of airport retail, but nothing remains steady. Selection and store style are evolving to meet shifting traveler demands. 20 Apparel Makes Its Mark Apparel has typically been a tough-sell in airports, but some operators are bucking the trend with local, unique offerings. Others rely on excellent execution of long-time airport concepts and continue to gain traction. 26 Build-Out Balancing Act Rising prices on building materials, higher labor costs and general inflationary pressures are driving up concessions build-out prices. On top of that, volatile tariff policies are adding a new level of unpredictability to the process.

4 Letter From The Editor 6 Data Check

32 One-on-One Huw Crwys-Williams, the new CEO of WH Smith North America, is leading the company’s growth efforts. New stores are coming on stream and RFP responses are in the works as the company seeks to reach a goal of 20% of the North American airport retail market. 34 Industry Insights Plaza Premium Group shares its approach to tackling food waste using AI technology. 36 In The Spotlight Johnston & Murphy has bucked the trend and continued to thrive in airport retail. Now the goal is to double its airport store footprint by 2030.

The ACRP published new guidance on incorporating technology into airport concessions, offering a range of potential solutions that can enhance the traveler experience. 8 Latest Buzz The Dallas Fort Worth International Airport campus is growing and changing, the result of a $12 billion capital program currently underway. Concessions are a huge focus, and operators are bringing their best to the world’s third-busiest airport. 12 Director’s Chair Calgary International Airport CEO Chris Dinsdale is leading a domestic terminal refresh designed to bring the aging terminal up to the standard of its international counterpart.

39 Advertising Index 40 Before You Take Off

Most airport directors spend time traversing the airport terminals they oversee. Houston Airport System Director Jim Szczesniak makes it a multiple-times-a-week habit.

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AX NEWS SEPTEMBER 2025

Andrew Tellijohn Senior Reporter Sally Kral Contributing Writer Sarah Beling Contributing Writer

TEAM

Barbara McCarter Portfolio Manager Chad Wimmer Senior Editorial Art Director Rae Lynn Cooper Production Manager Amanda Gochee Vice President, Marketing Strategy Katy Welch Senior Marketing Manager Tristan Lueck Marketing Coordinator Emma Vail Marketing Coordinator AXN ADVISORY GROUP Kim Becker, San Diego International Airport Derryl Benton, Avolta Zenola Campbell, Dallas/Fort Worth International Airport Bryant Francis, Cleveland Hopkins International Airport Mark Gale, Fort Lauderdale-Hollywood International Airport Eric Johnson, Nashville International Airport Roddy McOwan, WH Smith North America Pat Murray, SSP America Gregg Paradies, Paradies Lagardère Kevin Westlye, High Flying Foods

Jeff Davis Executive Vice President, Retail and Specialty Melissa Montes Vice President/Publisher Carol Ward

Editor-in-Chief Nicole Watson Business Development Manager Sally Kral Contributing Writer Sarah Beling Contributing Writer John Quinnies Contributing Writer Barbara McCarter Senior Portfolio Manager Chad Wimmer Senior Editorial Art Director Rae Lynn Cooper Production Manager Amanda Gochee Vice President, Marketing Strategy Katy Welch Senior Marketing Manager Amanda Litwack Senior Digital Marketing Coordinator Samantha Tamberino Marketing Coordinator

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AX NEWS MARCH 2024

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SEPTEMBER 2025

Dear Readers,

SEPTEMBER 2025 / V23 N265

As the summer winds down, it’s important to assess the changes that are coming at our industry at breakneck speed. Like many of you, I’ve been to multiple airports this summer and have witnessed firsthand the infrastructure development and concessions evolution underway at each. Last month, the AXN team focused its coverage on the evolving food and beverage concepts and strategies at North American airports. Now, with this September issue we’ve turned our attention to retail. Check out our coverage of how the news/travel essentials offering has shifted to better meet the needs of today’s travelers, incorporating unique, artisan offerings, more grab-and-go options and more experiences to wow customers. We also examine how apparel – with the correct parameters – is making headway as a standout specialty retail component. The centerpiece of this issue touches on retail, F&B and all aspects of airport terminal development with a deep-dive into the escalating build-out costs faced by operators, the unpredictable tariffs and their impact on capital planning and the general economic uncertainty throughout North America. The story is evolving and will no doubt be a central theme in our coverage for months to come. Looking ahead, the October/November issue will focus on customer service, followed by our annual, year-end leadership issue. We’re also planning the 2026 Airport Experience Conference, with agenda and details to be announced soon.

THE RETAIL & SERVICES ISSUE

TRAVEL ESSENTIALS EVOLVE TO MEET CHANGING DEMANDS

APPAREL FINDS AIRPORT NICHE ECONOMIC

UNCERTAINTY COMPLICATES BUILD-OUT PLANS

Happy Reading,

Carol Ward Editor-in-Chief

Airport Experience News carol@airportxnews.com

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AX NEWS SEPTEMBER 2025

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Contact April Bivens ABivens@delawarenorth.com or Jason Rickoff JRickoff@delawarenorth.com

©2025 Delaware North

DATA CHECK

INCORPORATING TECHNOLOGIES ACRP Guidance Offers Tech Approaches For Airport Concessions

BY CAROL WARD

primer designed to provide airports with an overview of incorporating technology into

THE PASSENGER CONCESSION JOURNEY

A

Baggage Claim

Ground Transportation

Pre Arrival

Parking/ Curbside

Check-In/ Bag Drop

Security Concourse Arrival

airport in-terminal concessions programs has been released by the National Academy of Sciences . The Academy’s The Airport Cooperative Research Program recently published the document titled Incorporating Technologies into Airport In-Terminal Concessions Programs: A Primer. The document outlined broad-based changes that are occurring (or are expected to occur) that could impact airport concessions. The changes range from heightened expectations for sustainable approaches and needs for shifts due to the aging traveler demographics, to growing demand for delightful guest experiences and the need for further innovation in revenue generation efforts. Artificial intelligence (AI) was also examined, with the study authors noting that the growth and expansion of AI “will have a massive effect on the retail and F&B markets through 2024 and beyond.” Some of the ways AI is transforming airport concessions include demand forecasting and inventory optimization, supply chain efficiency, personalized marketing, customer support, quality control, menu optimization, AI and machine learning, robotics, delivery services, online marketplaces and virtual queuing apps. E-commerce and omnichannel platforms are in place in most airports to some degree, and the study’s authors suggest more ubiquitous usage is likely in the near-term future.

Online F&B/Retail Pre-Ordering Online F&B/Retail Ordering & Delivery

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Parking Reservations

Ticketless Parking Entry/Exit Push Notifications on Amenities & Services Dynamic Wayfinding/Signage Touchless Passenger Processing

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• • • • • • • • •

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Dynamic Advertising

Passenger Flow Tracking & Optimization Wireless & Cellular Data Coverage

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Mobile Virtual Assistant

Self-Service Kiosks

Interactive Entertainment

Touchless In-Store Transactions

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Kitchen Automation

Automated Retail

Digital Marketplace Virtual Queuing Augmented Reality & Virtual Reality

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Virtual Food Hall/ Ghost Kitchen

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Source: National Academies of Sciences, Engineering, and Medicine. 2025. Incorporating Technologies into Airport In-Terminal Concessions Programs: A Primer.

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DATA CHECK

infrastructure in airports. Mobile wallets and self-service kiosks are also used by a sizeable portion of the respondents. The survey also revealed spending trends within airport terminals, with more than a third of the respondents (36%) spending between $20 and $50. Younger travelers, particularly those ages 23 to 38, showed a higher propensity to spend, with 41% typically spending more than $50. Conversely, older travelers, specifically those age 65 and above, were more conservative in their spending habits, with 18% typically spending $10 or less in an airport terminal. Information Sharing The ACRP document also surveyed travelers on how – and to what extent – they want to receive information from airports and concessionaires. When questioned on the type of information travelers would like the airport to share, three items topped the list at more than 50% sharing approval: wait times at security checkpoints, F&B offers and parking availability. Notably, retail shops and service offers had a lower expectation rate, with just 31% of respondents seeking that information. Regarding features that passengers would appreciate in airport concessions, the survey responses didn’t show a huge demand for a single category. Self-service options, interactive maps for navigation and real-time updates or order status scored highest in demand, at 39%, 37% and 37%, respectively. Personalized recommendations and robotic delivery showed lower demand, at 15% and 13% respectively. Travelers value the ability to book travel digitally and pass seamlessly through the security checkpoint. They want text and email updates but also value flight information display boards and other real-time information within the airport. Technology plays a significant role in enhancing the travel experience, the study noted, although reliance on technology is juxtaposed with some concern about data security and privacy. The study suggests action is necessary to keep up with changing traveler demands. “Changes in consumer buying habits are having a significant effect on airport settings, necessitating that airports and retailers adapt to meet evolving traveler expectations,” the document said. “By embracing technological advancements and catering to the preferences of different traveler demographics, airport retail can continue to thrive and enhance the overall travel experience, as well as non-aeronautical revenue.”

PASSENGER SPENDING AT AIRPORTS

36% $20 less than $50 $50 less than $75 $75 less than $100 $100 less than $150 $150 or more I don't spend any money at airport… How much do you typically spend in an airport terminal, excluding costs of getting to the airport (parking, taxi, etc.)? 14% 5% 4% 2% 4%

Under $5 $5 to less than $10 $10 to less than $20

23%

10%

3%

Source: National Academies of Sciences, Engineering, and Medicine. 2025. Incorporating Technologies into Airport In-Terminal Concessions Programs: A Primer.

FEATURES PASSENGERS WOULD APPRECIATE IN AIRPORT RESTAURANTS AND SHOPS

“Omnichannel shopping is revolutionizing retail with integrated social and mobile commerce for seamless customer experiences,” the document noted. “An omnichannel platform connects the online and physical worlds. Omnichannel retail, or e-commerce omnichannel, refers to the sales approach of using multiple channels that focus on delivering a unified purchasing experience to customers regardless of whether the shopping occurs across all channels or whether it is from in-store kiosks or other digital channels. Omnichannel e-commerce may include online storefronts, brick-and-mortar stores, e-commerce marketplaces, and social media supported stores. Passengers can browse online, reserve items, and pick them up at the store or have them delivered to their gate. “Omnichannel platforms can gather data and offer targeted promotions or recommendations based on travel details and past purchases and distribute that information to passengers through a variety of communication channels,” the document continued. “Data from the e-commerce platform (e.g., past purchases, Self-service Interactive maps for navigation within the airport Real-time updates on order status Contactless payment options Digital menus and product catalogues At-table ordering using a tablet or an app Pre-ordering capabilities for food and merchandise Integration with airline/airport apps for seamless service Personalized recommendations based on past purchases Robotic delivery to you Other None of the above

39%

37%

37%

34%

28%

28%

27%

21%

15%

13%

1%

15%

Source: National Academies of Sciences, Engineering, and Medicine. 2025. Incorporating Technologies into Airport In-Terminal Concessions Programs: A Primer.

travel information) could be used to suggest relevant products or promotions across other channels, such as airport kiosks or loyalty program emails. Additionally, the omnichannel platform reduces congestion at physical stores and optimizes inventory management for concessionaires.” Visualizing the Passenger Journey To assess the characteristics of travelers using airports, the team at consulting firm ICF conducted an Airport Passenger Survey, which offers key insights into air travel experiences, drawing from a representative sample of 1,200 individuals who had flown at least twice during the past year. The survey’s findings encompass various aspects of travel habits, preferences, technology use, and spending behaviors. The data from the survey showed that travelers are highly reliant on technology, with 88% of the respondents carrying smartphones during their travels. Airport wi-fi usage was high, with 70% of the participants using this service, thus emphasizing the need for strong digital

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LATEST BUZZ

DFW’S CONCESSIONS REVAMP A Broad Range of New Offerings Are Coming On Stream, Part Of Airport’s DFW Forward Plan

BY SARAH BELING

s one of the world’s busiest airports, it should come as no surprise that Dallas Fort Worth International

including construction of Terminal F and the reconstruction of Terminal C. Then, in May 2025, DFW and American Airlines announced an update to the agreement, extending the use and lease agreement to 2043, as well as expanding and accelerating the plan for Terminal F. DFW, which saw over 86 million passengers in 2024, will reconstruct, rebuild or add a total of 68 gates, with 40 net new gates in partnership with American Airlines and construction by joint venture Austin Commercial , Azteca Enterprises and Alpha & Omega , with HOK and Muller & Muller, Ltd. serving as design

Above: Part of the DFW Forward program includes an entirely new Terminal F, which will measure 400,000 square feet by the completion of its first phase in 2027.

A

Airport (DFW) is in the midst of a range of expansion and renovation projects under the DFW Forward capital improvement plan. The $12 billion undertaking, which includes more than 180 projects across DFW’s terminals, roadways and airfield, is part of the airport’s continual futureproofing, says a DFW spokesperson. The airport got a boost in May 2023 when American Airlines signed a new 10-year use and lease agreement, which included $4.8 billion in pre-approved capital investments,

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AX NEWS SEPTEMBER 2025

LATEST BUZZ

Left: The Terminal C pier expansion at Dallas Fort Worth International Airport is one of many upgrades underway as part of the airport’s $12 billion DFW Forward capital improvement program.

team members for the Terminal A Pier expansions, Terminal C Pier expansion and Terminal C reconstruction phase 1. Innovation Next+, a joint venture comprised of Archer Western Construction, Turner Construction Company, Phillips May Corporation, H. J. Russell & Company and CARCON Industries will build the new Terminal F’s first phase, with PGAL, Gensler and Muller2 serving as design team members. The airport, which will open gates across its terminals in multiple phases scheduled to complete between 2026 and 2030, will expand the existing Terminal A by 140,000 square feet, Terminal C by 115,000 square feet, and construct an entirely new Terminal F, which will measure 400,000 square feet by the completion of its first phase in 2027. The Concessions Plan Passengers won’t just have new terminal spaces, gates and seating to look forward to, they’ll also have a wide variety of new dining concepts, shops and relaxing spaces to enjoy before boarding. In addition to launching work/rest pods Minute Suites to Terminals A and D, DFW will welcome a bevy of new dining and retail brands across all terminals. Travelers will have their pick of everything from a new outpost of popular Louisiana-based fried chicken, fast-casual restaurant Raising Canes (operated by

Next Generation LLC ) to Salad and Go; a cafe specializing in fresh wraps and salads; Tex-Mex restaurant Mesero, offering fare like brisket tacos and margaritas; Olivella’s Pizzeria, specializing in pies and paninis; Mozart’s Bakehouse, an location of the popular Austin-based café serving up Texas pecan coffee, handmade croissants and cakes; as well as Ciao & Go, a grab-and-go café offering Oliviella’s artisan sandwiches and fresh-baked Mozart’s pastries (all operated by Mitchell Olsen Partners DFW,

LLC ). Avolta’s Host DFW Food Partners I, LLC will open La La Land Kind Café, a drip coffee and pastry eatery; a new outpost of Velvet Taco, offering signature tacos, quesadillas, chips and queso, elote, margaritas and curated cocktails as well as a location of Southern California-based Nekter Juice Bar, specializing in smoothies, açai bowls, and bottled juices; while Star Concessions (LEB, LLC) will launch a Chili’s; a new Starbucks; two Sundance Travel Essentials stores and a Flyer’s Market;

Right: Star Concessions will be bringing a few national brands such as The Coffee Bean & Tea Leaf and Chili’s to DFW, and will also add local concessions brands to the mix, including Piada, a casual Italian concept.

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LATEST BUZZ

a Coffee Bean & Tea Leaf café; Piada Italian Street Food cafe; and a new Whataburger across its DFW terminals. Rounding out DFW’s new offerings will be OdenMickens DFW Concessions, which will open a new Chick-fil-A; Brewers craft coffee café and The Peach Cobbler Factory, a specialty dessert restaurant. Operators say that DFW’s robust new portfolio of concessions will reflect a mix of familiar national brands with hyper-local offerings. “Lone Chimney Mercantile is a beautifully curated shop that celebrates Texas Americana with a little twist,” says Patrick Wallace, vice president of business development at Paradies Lagardère . “Everything in the store reflects [owner] Annie Holland’s passion and her deep Dallas roots, from handcrafted jewelry and unique apparel to books by local authors and gourmet snacks. These kinds of partnerships make the airport experience feel more personal, more local, and way more memorable.” “We’re just as excited about Bluebonnet Exchange – it’s a fun, dynamic space that really brings the spirit of Texas to life,” adds Wallace. “Travelers can grab a fresh wrap or salad, pick up a local gift, or grab a last-minute charger or headphones from the iStore Express. We’re especially proud to feature Whiski Designs, and working directly with India Hearne has helped us make sure her brand shows up exactly the way she intended – authentic, bold and unmistakably Texan.” “Visitors to DFW come from around the world, so we very thoughtfully partnered with brands that will appeal to the vast tastes and preferences of these travelers,” says Steve Johnson, president and CEO

of North America, Avolta. “They also contribute to creating a unique culinary experience at DFW that will excite guests – making them happier along their journey.” Gilbert Aranza, president and owner of Star Concessions says his company’s concessions, which will open in early 2026, “reflect our commitment to enhancing speed, convenience, and quality for every kind of traveler. “The Whataburger planned for Terminal B will expand access to Texas’ favorite burger concept across the terminals,” Aranza says. Piada Italian Street Food “will bring a modern, fast casual take on Italian cuisine,” offering “hand-rolled Piadas (thin Italian flatbreads filled with fresh ingredients and grilled to order) along with customizable pasta bowls and chopped salads.” Flyer’s Market, Aranza says, “will offer a grab-and-go experience with the feel of a fine foods shop rather than a typical airport stop, featuring fresh-baked pastries, specialty sandwiches, salads, and sweets, including slices from Dallas favorite Cake Bar” while Sundance Travel Essentials, also in design for Terminal B and E, “will deliver a streamlined shopping experience tailored to time sensitive travelers.” The team at Star Concessions also looks forward to opening a new outpost of popular national brand Chili’s, as well as new locations of both Coffee Bean & Tea Leaf and Starbucks. “Together,” he says,“these concepts represent our continued investment in delivering a diverse mix of high-quality, traveler centric experiences across the airport.”

Above: Two new concepts – Lone Chimney and Bluebonnet Exchange – are locally focused. Both are to be operated by Paradies Lagardère.

The OdehMickens concessions team, operating in joint venture partnership with M2 Concepts , “will deliver a unique blend of beloved national brands and locally inspired favorites,” says owner Ray Mickens. “Chick-fil-A will offer travelers its iconic Southern hospitality and quick service classics; BREWED will bring the craft coffee and community vibe it’s known for on Fort Worth’s Magnolia Ave; and The Peach Cobbler Factory will serve up comforting desserts that feel like home. These new concepts represent our vision for making every stop at DFW a destination in itself.” “At our new DFW Airport location, we’re proud to bring travelers a taste of comfort with a curated selection of our most-loved desserts,” adds Greg George, CEO of The Peach Cobbler Factory. “ Guests can enjoy a variety of our signature fruit cobblers, creamy banana puddings, rich cheesecakes, and fresh-baked cookies, perfect for a quick treat or a sweet sendoff. We’re excited to introduce our brand to one of the busiest airports in the world and to share a little Southern sweetness with people from all over the globe.” Whether it’s relishing in a more efficient airport arrival, new and enhanced terminal spaces, tasting local fare or picking up essentials in convenient grab-and-go markets – with so many new places to shop, dine, and relax before a flight, it’s clear that DFW’s latest improvement efforts will keep the airport as busy as ever.

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AX NEWS SEPTEMBER 2025

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DIRECTOR’S CHAIR

LEVELING UP AT YYC Director Dinsdale Is Leading A Domestic Terminal Refresh

BY CAROL WARD

ditor’s Note: Chris Dinsdale joined the Calgary Airport Authority as president and CEO in August 2023. Prior to taking the helm to lead Calgary International Airport (YYC), Dinsdale spent 19 years in Hungary, most recently as chief financial officer and CEO of Budapest Airport (BUD), a position he held from April 2021 to July 2023. Dinsdale joined YYC as the airport was recovering from the pandemic and beginning its next phase of growth. He recently spoke with AXN’s Carol Ward about his vision for YYC’s continuing evolution. E

WARD: I know you’ve been running YYC for two years now, taking on management of a Canadian airport after a stint at BUD. Can you discuss the challenges you’ve faced and initiatives implemented since joining YYC? DINSDALE: I started as CFO [at BUD] and it was an interesting journey, because it was all about the financials. Through different things happening in Hungary, we eventually turned towards quality, [ultimately winning] top European airport in the 15 to 25 million passenger category. We went from a dog to a leader. The airport was at the very top end of its life cycle. It was very full and it needed to expand. In coming [to YYC], I’ve come into an airport that has a big terminal that we’re growing into – it’s in a totally different part of its life cycle. When I came in [to YYC], my observation was that cost control was pretty good – there wasn’t much to do there. Revenue generation has been a major focus. The international transborder [terminal] is good, but the domestic terminal – which is the original terminal – is old, so that’s where the main focus is. WARD: Before we dive into the details, let’s set the stage. I know you had record passenger traffic last year. Halfway through 2025, what’s the status? DINSDALE: We see moderate growth. With all the action down south of us, there have been people turning away from U.S. travel and going elsewhere. What’s good to see is that they are going elsewhere – they’re not just staying at home. Our U.S. traffic is certainly not growing like we thought it would, but it’s kind of stable and our other traffic is growing.

International traffic, in particular, is growing while domestic is a little bit softer, but overall, we expect moderate growth. WARD: You are involved in big projects with big dollars going behind them. Has the Canadian government contributed funding for the upgrades? DINSDALE: In Canada, the fixed airport assets are owned by the federal government, and we pay 12% on every incremental dollar earned to the federal government. Last year we paid C$53 million to the federal government. We paid C$20 million to the city. In the last six years we’ve received C$50 million towards our west runway, which is a C$200 million project. The rest is all us. We don’t get anything from the state.

Below: YYC’s International Terminal was renovated and expanded nearly a decade ago. Now, airport officials are working to bring the domestic terminal up to similar standards.

Above: Chris Dinsdale, president and CEO, Calgary Airport Authority.

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AX NEWS SEPTEMBER 2025

DIRECTOR’S CHAIR

WARD: Can you share some detail on the capital projects currently underway? DINSDALE: Around Christmas we should be just wrapping up the first phase of a centralized screening area [in the domestic terminal] – we’re [consolidating] our A, B and C domestic screening into one. That will mean better quality, better queue management and just a better experience for passengers. It also will give us about 30% more capacity, which will give us room to grow in the future. Also, we’re in the second year of fully redoing our west runway, which should wrap up fully by November. Last summer we had a major hailstorm, which resulted in us having to close one of five concourses. It’s been closed for the last year and it will be closed another two years. [The cost will be] something north of C$200 million. WARD; Did the closure of that concourse cause capacity constraints? DINSDALE: None that are visible to the passenger. There’s a little bit more walking now, but people have been quite patient with it. We lost a third of our domestic capacity so we’ve had to spread traffic out a bit more. WARD: Can you talk a bit about how the passenger experience is evolving at YYC? DINSDALE: The International Terminal is a call-to-gate concept. I’m not a huge fan of call-to-gate, but it is what it is and there’s no changing it now.

The domestic terminal is a totally different story. When the terminal was built, they put the retail into the concourses, taking away seating capacity. Now that the airport has grown, you simply have very busy concourses but the main body of the domestic terminal is quite empty. We’re on the path to change that. The check-in area will feel quite new by next spring because of the new passenger screening, and then we’ll have a new Concourse B two years from now. Next, we’ll start building two new retail nodes on each side of the central screening. They’re beautiful halls, with views of the city, of the mountains, of the airside. The spaces are just begging for retail. We’ll pull [most of the retail] out of the concourses. We’ll put in new toilets, new play areas, [more] restaurants…. Eventually we’ll [refresh] the other two concourses as well. We’re on a four-year journey to get the domestic terminal up to the quality of the International transborder terminal. WARD: Referencing the retail wings, is that simply moving things around or will you be adding more concessions options? DINSDALE: It will be a mix of both. We’ll also add lounge capacity. There’s a project underway now to move [the current lounge] up one level into a nice, big space.

Above: YYC is seeing moderate passenger growth this year. Traffic to the U.S. is stable, but solid increases are being recorded for other international destinations.

WARD: Is that a common-use lounge? DINSDALE: The lounge that we would move is currently run by an airline…but we’re up for any solution – whatever is best for our passengers and financially. WARD: For the new concessions, do you have a timeframe on when opportunities will be available? DINSDALE: For the major changes… we’re looking at two and three years. For anyone who’s serious, the conversation needs to start early. We’re open to all possibilities. Our chief commercial officer landed [at YYC] just under a year ago. He’s hungry, he’s out there talking, and now is the time for those conversations.

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AX NEWS SEPTEMBER 2025

TRAVEL ESSENTIALS, Exploring The Ongoing Evolution Of Airport News/Gift Stores

BY SALLY KRAL

wider assortment of products than they did a couple of decades ago. “Trending products are fast-paced and ever-evolving, from luxury brands, local gifts and all the newest trends in tech, and we’re seeing stores adopt a more lifestyle, boutique look with an emphasis on brands,” notes Lori Enger, director of merchandise for Love From USA , which has retail stores in five U.S. airports,. Terri Roberts, vice president of Onsite Retailers , which operates 30 concepts in nearly a dozen airports, points out the expanded role these stores now play in the airport experience. “They offer not just

As is the case with practically every aspect of the airport experience, news and gift shops have greatly evolved over the years, so much so that David Bisset, chief development officer for Paradies Lagardère , points out that the name for this category of store isn’t quite accurate anymore. “‘News and gift’ is increasingly a misnomer, with magazines and gifts representing less than a third of these stores’ sales mix,” he says, adding that a more accurate name – and one that many in the industry have adopted – is “travel essentials” store. No matter what you call them, there’s no denying that these stores offer a much

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Left: Paradies Lagardère has seen great success evolving its travel essentials stores into hybrid concepts that offer everything from snacks and convenience items to specialty tech and retail products and more (Adina’s Market at San Antonio International Airport shown).

what customers expect from 7-Eleven: fresh, craveable and convenient food on the go. From 7-Select private branded snacks, fresh sandwiches or ready-to-eat salads, every item is designed with travelers’ unique needs in mind,” says a spokesperson for the brand. “This opening at LAX demonstrates how we can successfully translate our trusted convenience model into fast-paced, high-traffic settings with unique customer needs.” Roberts adds that food has also become a standout category in the souvenir space in the form of “giftable food items, such as locally made sweets, regional snacks and artisanal treats.” After food and beverages, travel electronics like chargers and headphones remain top-selling items. “In addition, travel comfort products like neck pillows remain consistently strong performers and we’ve also seen continued interest in wellness items such as immunity boosters and sanitizers, along with branded reusable water bottles and insulated drinkware, which align with growing sustainability preferences,” Roberts says. Brittney Matlock, co-founder and CEO of Plenty Mercantile , which has a store in partnership with Paradies Lagardère at Will Rogers World Airport (OKC), says that in addition to tech products, self care items remain on trend. “Fragrances, including small perfumes and candles, are performing well – they’re easy to shop, capture the senses, simple to pack and the price points are reasonable,” she says. “We’re also seeing thoughtful guided journals and self-improvement-oriented gifts move well. Simple, interesting, mid-level price-point jewelry is also making people slow down in stores and increasing ticket sales.” Hope Remoundos, COO of North America for Avolta , parent company of travel retailer Hudson , notes that she’s seen traveler demands leaning toward stores having a much broader variety of options. “Our data points toward several major themes in the evolution of news and gift concepts: more local and destination themed products; increased health, wellness and lifestyle items; and sustainable products,” she says.

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reading materials and snacks, but a curated mix of products that serve the modern traveler’s needs, from tech and wellness items to elevated grab-and-go food and destination-driven merchandise,” she says. “Today’s assortments are more purpose driven, blending utility, indulgence and meaningful mementos to elevate the overall travel experience.” Trending Products Roberts notes that as airlines have been scaling back in-flight food options in recent years, food has become an important category for travel essentials stores. “There’s been a major increase in demand

for convenient, high-quality grab and go food and beverage options,” she says. “We’ve responded by expanding our assortments to include fresh snacks, premium packaged foods and better-for-you options.” According to Bisset, snacks, beverages, and grab and go food lead sales at Paradies Lagardère’s travel essentials stores, generally accounting for more than 60 percent of the total sales mix combined. Aiming to capitalize on this trend, 7-Eleven opened an in-terminal airport location at Los Angeles International Airport (LAX) earlier this year. “The product mix at our new LAX location is thoughtfully tailored to the needs of airport travelers while staying true to the core of

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Above, Right: Love From USA has retail stores in five U.S. airports (The Bay Collection at San Francisco International Airport and I Love Chicago at O’Hare International Airport pictured), where locally made products are a priority, especially in the snack category.

On the sustainability theme, eco-friendly products, like reusable bottles and products made from recycled materials, are in demand, Remoundos says. In the health and wellness category, travel-sized wellness products, hydration tools and mindfulness journals do well. “We’re also reimagining the beauty category in our stores, separating it from the traditional health and beauty aids found in travel convenience,” she adds. “We recently launched a VYRL Beauty initiative in select stores that creates a destination for accessible and on-trend products that go viral on social media. Data supports that consumers make purchasing decisions based on trends and recommendations they see on social media – 72 percent of consumers trust a product more when an influencer recommends it.” In addition, Remoundos notes that souvenir apparel, locally made products, tech accessories, and giftable items like candles, journals and plush collectibles continue to be on trend. “These categories resonate with travelers looking for both utility and meaningful souvenirs, helping to diversify and elevate the overall news and gift offering,” she says.

“The same yellow T-shirt is not particularly interesting and is likely printed and supplied from anywhere except the local market, and so it’s important to offer well-curated, locally made and manufactured products that may be slightly more expensive to purchase and sell, but are unique and have a wider appeal to the traveling public of all ages, as the product range will likely have a story attached to it,” he explains. “Keeping up with local trends and innovation is not at all easy, but we have to meet the demands of the passenger.” McOwan adds that WH Smith works hard with its minority partners across the country to bring in unique local products. “There’s no better example of that than in

Local Focus Locally made products certainly remain important in the overall product mix for travel essentials stores. “These products often exceed the sales mix of books and magazines,” notes Paradies Lagardère’s Bisset. “In 2024, our team grew sales of local products by 28 percent compared to 2023 as we onboarded 147 new local vendors.” Roderick McOwan, chief development officer for WH Smith North America , believes that the company has been a leader in the localization of its product mix, recognizing that not all local products are created equal.

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Kansas City International Airport (MCI) in our Made in Kansas City Marketplace and City Market concepts,” he says. “Other locally focused stores like Neighborgoods in Ronald Reagan Washington National Airport (DCA) and Meel in Nashville International Airport (BNA) are also great examples of collaboration with local partners.” Hudson’s Remoundos points out that demand for locally made products reflects consumers’ growing interest in supporting small businesses and sustainable sourcing. “We’ve seen strong performance across a variety of categories from locally sourced snacks and artisanal soaps to regionally themed apparel and handcrafted gifts. In fact, we’re actively expanding these offerings in multiple locations due to continued demand and positive sales performance,” she notes. “Some examples include hand-poured candles made in Charleston, which consistently sell out in our southern coastal locations; locally designed apparel and accessories in Arizona and New Mexico that reflect regional art and desert color palettes; and small-batch snacks and confections from local vendors in the Pacific Northwest and New England that perform especially well in travel hubs.” She points to the recently opened East River Market and 149th & Grand in JFK’s Terminal 4 and Little Main St. @ OAK at Oakland International Airport (OAK) as concepts in the company’s portfolio that deliver a strong sense of place with their selections. Below, Right: Onsite Retailers’ Charm City Market at Baltimore/Washington International Thurgood Marshall Airport showcases Maryland-based food and snack brands. At Onsite News in Philadelphia International Airport, the company has had success with offering specialty tech products on a dedicated wall for a shop-in-shop approach.

Locally made products are one of the most in-demand categories across Onsite Retailers’ portfolio, Roberts says. “For example, Charm City Market at Baltimore/Washington International Thurgood Marshall Airport (BWI) showcases Maryland-based brands such as Otterbein’s Cookies, Fisher’s Popcorn, Berger Cookies and McCormick spices. Similarly, at Philadelphia International Airport (PHL), we carry local favorites like OMG! Pretzels and Tastykake products. These items not only resonate with visitors but also give us an opportunity to support small businesses and regional makers.” Anne Kennedy, senior buyer for Love From USA, notes that locally made products are a priority for the store, especially in the snack category. “There’s great pride in local and it’s at the heart of our mission, but it definitely needs a lot of attention to make local products successful by mentoring our vendors along the way to ensure they can be successful,” she says.

Category Hybridization As the travel essentials store has evolved in recent years, more and more specialty retail items are finding their way into the product mix. “Where space allows, incorporating specialty retail into our news and gift stores has been very successful, particularly when the products are highly recognizable, giftable or meet a need along a traveler’s journey,” Remoundos notes. “Travelers are responding well to curated selections of premium brands that elevate the overall experience and give the store more of a boutique feel, even within a travel convenience setting. We’re seeing success with national brands such as Vineyard Vines, Pura Vida, Vera Bradley and Rip Curl, which perform exceptionally well thanks to brand recognition. There’s added value in that these brands oftentimes will have curated selections that are specific to that destination that travelers may not find elsewhere.”

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Roberts says. “These focused areas, such as our ‘Charge It’ section, are particularly popular with business travelers and younger customers. When executed thoughtfully, specialty retail within a larger store enhances the customer experience without requiring a separate footprint.” Patricia Chinander, founder and CEO of Love From USA, points out that while some specialty retail concepts do well as standalone locations, the capital expenditure can be very high, so hybrid models are often more feasible. “They provide more flexibility as brands ebb and flow with customers’ rapidly changing appetites,” she explains. Matlock sees Plenty Mercantile’s OKC location as a hybrid store because of its product mix of convenience items, essentials and mostly locally made gifts. “Hybrid stores perform well because they capture multiple audiences across one threshold, and especially for small to mid-sized airports, they make the best use of space.” Another example of a hybrid concept that’s been catching on in a big way in recent years is marketplace-style stores. “Our real point of difference has been stores like our 5,000-square-foot District Market at SFO and our award-winning, 15,000-square-foot Bowery Bay Shops at LaGuardia Airport (LGA),” WH Smith’s McOwan says. “This format allows us to feature a wide-ranging merchandise list, all of which can change and alter throughout the term. The traditional 1,000-to-1,500 square-foot store is still appropriate where needed, but a market offering the essentials alongside a great range of national and local branded products is where the real value unlock is, and one that provides the greatest range of choice to the consumer, and a better level of return to all stakeholders.” Incorporating Tech In the early post-Covid days, checkout-free shopping – most notably Amazon’s Just Walk Out stores – seemed primed to be the next big thing in airport retail, but that hasn’t exactly panned out. “Paradies Lagardère has piloted checkout free shopping using Just Walk Out technology and the results were clear: these formats underperformed,” Bisset says. “In a controlled test, we converted a Relay store at Toronto Pearson International Airport (YYZ) into a Just Walk Out-powered Express store. Despite identical square footage and foot traffic, sales dropped by 60 percent

Remoundos adds that specialty tech products, particularly those with recognizable brand names, are strong impulse buys and Hudson is responding accordingly. “In one North American airport, which we’ll announce soon, we’ll have a Google shop-in-shop featuring state-of-the-art electronics and new, trendy products in an experiential display.” Paradies Lagardère’s Bisset believes that shop-in-shops are “absolutely the best way” to offer specialty retail items within a travel essentials store. “Standalone specialty retail units generally struggle to break even; however, properly combined with travel essentials, gift, technology, sports and apparel shop-in-shops can add personality and broaden the appeal of travel essentials shops,” he says. “I think we’re going to see travel essentials stores continue to evolve and expand further from their news/gift roots toward hybrid units that cover multiple use clauses.” Onsite Retailers has leaned into the shop in-shop approach, when space allows, to incorporate specialty retail into the product mix. “We’ve introduced dedicated tech walls and curated displays featuring high-demand items like wireless earbuds, portable chargers, smart luggage tags and travel adapters,” Above: Food and beverage items are top sellers at travel essentials stores. Aiming to capitalize on this trend, 7-Eleven opened its first in-terminal airport location at Los Angeles International Airport earlier this year, with a food and beverage product mix that reflects the chain’s streetside locations while also meeting the needs of travelers.

Above: The Plenty Mercantile store at Will Rogers World Airport aims for more of a boutique look than the news/ gift shops of the past, with a hybrid product mix of convenience, essentials, and mostly locally made gifts and souvenirs.

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Below: While some concessionaires have not found Amazon’s Just Walk Out technology to be worth the investment, Hudson has had success with the format with its Hudson Nonstop stores (O’Hare International Airport store pictured). The retailer’s 149th & Grand in John F. Kennedy International Airport delivers a strong sense of place with a focus on local products. Right: For WH Smith, hybrid and marketplace-style shops that combine travel essentials and specialty retail (The Bowery Bay Shops at LaGuardia Airport pictured)) are where the company is seeing the most value unlock, though there will always be a place for smaller footprint travel essentials stores.

compared to the traditional format. While frictionless shopping sounds appealing, most travelers aren’t fully comfortable with or accustomed to these technologies yet.” Instead, Bisset adds, self-checkout is a tech approach that “delivers the best balance of efficiency and customer adoption.” Hudson has had more success with its checkout-free concepts, according to Remoundos. “We have 18 Hudson Nonstop stores powered by Amazon’s Just Walk Out technology and plan to open two more by the end of 2025,” she says. “This concept is performing very well and is a valuable part of our portfolio.” For WH Smith, results have been mixed at its own iterations of these concepts,

including a full in-line store model at LGA and a small Just Walk Out adjacency unit at its Arts Market store in DCA. “In reality, we’re still educating the passenger and asking them to alter their traditional behavior and ‘get over’ the initial barrier to entry,” McOwan says. “There’s some interesting work now taking place with removing the barrier upon entry and using the technology upon exiting the store.” Onsite Retailers hasn’t implemented any checkout-free systems in its stores but has explored it. “While the concept is innovative and traveler-friendly, operators – ourselves included – are still assessing whether the significant investment required delivers a meaningful return,” Roberts says. “Factors like installation costs, integration with existing POS systems and operational complexity are all part of that evaluation.” In the meantime, Onsite Retailers has focused on rolling out self-checkout and contactless payment options in several locations and plans to expand those capabilities. “Technology continues to shape the future of airport retail: mobile checkout, self-service options and data informed merchandising are helping us better anticipate customer needs,” Roberts says, noting that today’s travelers expect speed and efficiency, which is where technology is a boon. “But travelers also value discovery and experiences,” Roberts adds. “So we’re seeing store environments being designed to offer more than transactions – to provide a lifestyle-driven experience that’s welcoming, reflective of the local culture, and meaningful, even if only for a few minutes during a busy travel day.”

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