When completed in 2030, JFK’s New Terminal One will cover 23 gates and 2.6 million square feet, acting as an international hub for New York City and the wider state.

The goal is to create a future-forward airport, bringing together a seamless travel experience with luxury retail and restaurants. Typically, US airports are highly functional in their infrastructure. Customers want to get in, get on their flight, and get out. But Marisa Von Wieding, New Terminal One’s Vice President of Operations, says the team want to create ‘a terminal like no other’:

We want to make the terminal a place passengers want to be, somewhere pleasurable that will enhance the start of their journey.

Floor-to-ceiling windows and custom art installations will help create a bright, airy space. And behind the scenes, Von Wieding is working hard to invest in technology that will support frictionless journeys. At the heart of terminal management will sit an integrated operations centre, where data from various touchpoints can be monitored to make informed decisions. Additionally, the centre will facilitate more collaborative action between airlines, terminal staff, and ground handlers to build a more responsive, customer-centric airport.

Von Wieding is especially keen to bring in technology that can actually go the distance, rather than whatever is most hyped on the day:

We’re investing in technology, but not for the sake of technology. We don’t want to bring on technology just because it’s the latest and greatest. We want to make sure there’s value and return on investment.

New Terminal One also aspires to provide more personalised journeys than passengers might find elsewhere in the US. But the deliverance team are aware that different travellers have different needs. Some want to breeze through using biometrics and self service; others prefer a more hands-on approach and guidance from staff. New Terminal One are balancing investment in tech with a comprehensive customer care team and accessibility programme.

Even as a traveller, depending on when you’re travelling, your needs change. You could be a travelling with a family one day or on business another day. So our approach needs to reflect that.

New Terminal One is the biggest airport redevelopment in the US, funded to the tune of US$19 billion through private investment. Von Wieding has to be ‘very deliberate’ about how they distribute these funds to bring on systems that will actually make a difference. As the terminal reopens, the team are putting in place robust customer feedback frameworks to make sure that every element of service is delivering real value to the traveller.

We have to monitor our decisions continually to make sure they’re actually reducing bottlenecks, and that they’re flexible so they can evolve with the needs of the airlines and our customers.

🎥 Watch the video to get the full interview with Marisa von Wieding.

Questions asked include:

  • What’s your vision behind the redesign of the New Terminal One? What kind of journey do you want passengers to experience?
  • When it comes to creating seamless journeys, what tech are you deploying to reduce inefficiencies?
  • What about personalisation? How can modern airports add bespoke touches while also keeping operations smooth?
  • How can you make sure the tech you’re deploying will be long-lasting and generate a real ROI?

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