Helping airport operators deliver advanced retail experiences
ICF's Aviation team recently released two reports for the Airport Cooperative Research Program (ACRP): a Framework and Tools for Incorporating Technologies into Airport In-Terminal Concessions Programs and the supplemental Incorporating Technologies into Airport In-Terminal Concessions Programs - A Primer.
In the light of the increase in the use of technology in airport concessions programs, the main report is a practical guide for airport operators looking to deliver an advanced retail experience for their passengers. It highlights new and innovative technologies that airports and concessionaires are using enhance their relationships with the airport passenger. The report also offers insights into evaluating, selecting, and implementing technology to enhance customer experience, operational efficiency, and revenue generation. The Primer is a self-assessment tool, which provides a technical report for airport operators on the research effort.
We caught up with Tod Yankee, senior manager, global aviation commercial advisory, to find out more about key insights from the reports.
Q: If you had to summarize the reports’ biggest takeaway, what would it be?
A: Airports must treat technology as a core driver of passenger experience and revenue in concessions. This requires a holistic, data-driven, and collaborative approach that aligns digital innovation with evolving traveler expectations.
For airports where innovation is not a key element of their organizational culture, consider taking a “blue sky” approach. That means challenging the idea of what is possible without being encumbered with seemingly insurmountable constraints, as these can often be overcome with creativity and vision.
Q: Why is now the right time for airport operators to rethink the role of technology in their concessions strategy?
A: The convergence of new traveler behaviors, rapid innovations in technology, and rising competition means airports must act now to make technology a core part of their concessions strategy. Remember that your customer may be traveling through several other airports on their journey and experiencing what those airports offer.
Also, keep in mind that your airport is what passengers experience first when they arrive in your city or region and what they remember last when they leave. How can you leverage innovation to make sure that your customers’ impressions are favorable and positively memorable? Happy airport passengers spend more, so don’t risk being left behind.
Q: How does the new framework help airports move from concept to implementation?
A: The framework turns high-level ideas into actionable roadmaps, ensuring technology adoption is realistic, scalable, and aligned with each airport’s unique needs and goals.
Q: Can you share an example of how one of the featured airports successfully applied the framework?
A: Dallas Fort Worth International Airport (DFW) used processes similar to the framework’s principles. First aligning its innovation strategy with airport-wide business goals, then establishing a dedicated Innovation Division, they used cross-functional teams to pilot and scale new technologies like self-serve kiosks, mobile ordering, and “Just Walk Out” stores.
By collecting and analyzing sales and operational data (as recommended in the framework’s self-assessment tool), DFW was able to benchmark performance, optimize concession operations, and continuously improve both passenger experience and revenue—illustrating how the framework can turn high-level concepts into measurable, real-world results.
Q: How can airport operators and concessionaires navigate the changing landscape and position themselves for success?
A: Airport operators and concessionaires can use the report’s insights to embrace technology, streamline operations, and foster collaboration. This will help them stay competitive in a rapidly evolving industry by boosting efficiency, net revenues, passenger experience, and employee satisfaction.