OTG ManagementAirport experiences that delight travellers and send revenues skyward

It was then and there, at New York’s John F. Kennedy International Airport, that passengers encountered a new concept in air hospitality. Anchored by beautifully designed dining and relevant retail, T5 made the simple act of waiting for one’s flight something to savor. That was us. You are welcome. And we continue to do it across many of North America’s most vital air-transit hubs.

Through our now nearly two-decade relationship with OTG, America’s leading airport restaurant and retail management company, we’re constantly innovating new ways to make the terminal experience spark delight (and, if we’re being honest, provide comfort amid delays and cancellations). Over the years we’ve defined an approach to crafting environments that not only look and feel special, but also generate some of the highest revenue figures per departing passenger in the industry.

Our approach begins with the understanding that airports, more often than not, stress people out. Every feature we craft, whether it’s a lounge, a lighting array or a tapas bar pouring big, characterful wines, aims to quiet the anxiety that air travel singularly stirs. 

Take the gate hold. In many airports it’s as pleasant as it sounds. But beginning with JetBlue T5, we reconceived of this impersonal, sterile space as a “blended” environment that encourages movement and lingering at any number of food venues, while keeping passengers close to their departure gate.

As digital payment technologies matured, we introduced self-checkout kiosks and food halls. Tablets allow guests to pay when they order, removing the stress of finding a server and making a mad dash for the gate. This revolutionary use of self-checkout eliminated wait times and reduced travelers’ anxiety. When you tap to pay for an item in an airport terminal, you are interacting with our innovative practice.

Now with OTG, we’re crafting the next generation of in-terminal experiences. Looking beyond food and drink, we’re concepting new interaction patterns for airport retail that integrate location-specific offers and generate value from what was once treated — by passengers and operators alike — as lost time.