Our Hospitality Leader, Jonathan Tsurui, recently returned from the 20th annual Airport Experience Conference refreshed and inspired. As a regular attendee, he especially values the event’s networking opportunities. “It’s a great place to reconnect with people in an increasingly digital world and spend time with them on a personal level,” said Jonathan.
Some hot topics discussed in the sessions included data collection, the future of airport retail and how the industry is recovering post-Covid. Thankfully, a range of airports are reporting a solid recovery and exceeding their pre-pandemic revenue.
Highlighted in the Airport Opportunities session, terminal construction and renovations are booming. Representatives from multiple airports, including San Francisco International Airport (SFO) and San Jose International Airport (SJO), discussed their upcoming opportunities in concessions and other revenue-generating areas.
The industry is forging ahead in using data to identify trends and optimize sales by tailoring the passenger experience. Panelists discussed the current use of data and the exciting possibilities that lie ahead. Los Angeles International Airport (LAX) shared their experience with the incorporation of a CRM and loyalty platform, a move that has revolutionized their approach to traveler and employee engagement. This inspiring use of data hints at the limitless potential for innovation in our industry.
One of Jonathan’s memorable sessions was the Business Pitch Showcase, where a handful of entrepreneurs pitch their concepts. A panel of experienced airport and concessions operators then provides feedback on the viability of those ideas in the airport environment. This year’s presenting companies included:
The keynote address and session The Changing Faces of Concession left Jonathan with food for thought. The speakers gave their vision on the future of airports and what that future may hold. Jonathan left inspired on how WDA can continue to use architecture to enhance the passenger experience and drive sales. Only time will tell how the future unfolds, but either way, we’ll see you at the conference again next year!
Written by: Wendy Osaki
Contributors: Sarah Mergy, Jonathan Tsurui