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Opportunity KnocksThe airport construction boom in the US will provide plenty of opportunities for airport contractors this year, writes Mary Scott Nabers.
Airport officials across the US will be busy during 2025, not only with airlines and the passengers they serve, but also because hundreds of large construction projects are currently in the planning phases, with many projects set to launch this year.
These include terminal expansions, security upgrades, modernised baggage handling systems, runway renovations and new technology installations.
There will also be projects that focus on sustainability, energy efficiency and improving water management systems.
Since thousands of contractors will bid on these upcoming projects, it seems fitting to point out some critical components of successful proposals.
The first thing to keep in mind is that most large airport projects have already initiated community outreach to solicit public input. Bidders should be aware of stakeholder and community comments and be aware of the airportâs current strategic goals.
Large airport initiatives are typically divided into smaller projects, and firms that collaborate early with oversight officials often become strong candidates for subsequent projects.
The examples of upcoming projects that follow provide a glimpse into contracting options over the next several years.
A soon-to-be-launched Central Terminal redevelopment project at Miami International Airport carries a projected cost of $373 million.
This phase of the airportâs redevelopment plan is part of the airportâs overall modernisation effort.
It will include renovating Concourses E and F over four levels within the facility, and a new post-security corridor will be created to streamline passenger flow and improve connectivity between the two concourses.
The project will also introduce expanded dining and retail options, two additional gates and upgraded holding rooms to accommodate increased passenger space. New offices and baggage handling systems will also be added.
While no final cost projection is available yet, the estimated $373 million cost is based on similar projects. Design work began in 2024, and procurement schedules will follow.
A large project is scheduled to launch at Austin-Bergstrom International Airport late in 2025. No final cost estimate has been announced, but the price tag will be somewhere between $80 million and $120 million.
The project will be delivered through a design-build engagement and will deliver a centralised baggage processing system capable of handling up to 4,000 checked bags an hour, significantly improving efficiency and reducing wait times for passengers at this very busy airport.
Key features of the project will include advanced screening technologies, automated sorting and scalability to account for future growth. Details regarding the launch date are still pending based on several factors, including planning approvals and regulatory processes.
Officials at Cherry Capital Airport in Traverse City, Michigan, have announced a $120 million terminal expansion project.
Key components of the expansion will include the addition of five new gates, a relocated and expanded security checkpoint, an enlarged outbound baggage handling area, new concessions, and more public restrooms.
Passenger traffic has doubled over the past decade and the airport is operating beyond its capacity.
A new concourse will be added to alleviate traffic and allow the airport to offer more competitive travel options.
The terminal and supporting apron expansion is slated to take place north and east of the current concourse. New passenger gates will feature boarding bridges and departure lounges.
A security checkpoint and baggage area will also be expanded, and new amenities will be added. Construction solicitations are expected in 2025 with work beginning shortly after that.
A $25 million project to expand the South Ramp at Charlotte Douglas International Airport in North Carolina is a key component of the airportâs $4 billion capital improvement plan.
The massive plan will be divided into several phases, and the overall effort will be structured to improve operational efficiency and support the regionâs aggressive growth and demand.
The terminal ramp south of Concourse B will be expanded to provide additional aircraft queuing and taxiing capacity and will also include work to increase parking.
This project is just entering the preliminary planning phase with a design phase to follow. While actual work is not in the immediate future, this airport initiative is large enough in scope to warrant upfront time for positioning by interested contracting firms.
Sacramento International Airport (SMF) has several upcoming projects planned as part of a large $1.3 billion initiative to ensure that the airport can handle the significant increase in enplanements that is projected over the next seven years.
The large capital improvement plan includes the expansion of the terminal, improvements to security protocols, enhancements to parking facilities, and a new Ground Transportation Centre.
When completed, the Ground Transportation Centre will centralise various transportation services, including taxis, rideshares, and shuttle operations into a single, easily accessible hub within walking distance of both terminals.
Currently in the design phase, the construction work is slated for 2026. When solicitation documents are released, they will ask for a traditional Design-Bid-Build delivery model.
Elsewhere, officials at San Francisco International Airport will soon launch a $30 million project to refurbish parts of the facilityâs International Terminal Building.
The work will enhance the facilities and add more amenities for guests and airline passengers. A project launch is scheduled for early 2025, with a Design-Bid-Build procurement process set to begin in the first quarter of the year.
The renovation work will take place on both the Departures and Arrivals levels of the International Terminal as part of the airportâs $2.6 billion plan for future expansion.
A 2025 Capital Improvement Plan for Minneapolis-St Paul International Airport was approved in December.
The first project to be announced will focus on reconstructing the airportâs south parallel courses and has been tagged with an estimated cost of $35 million.
This reconstruction follows the successful completion of a similar project for another runway at the airport. The project will be executed in two phases to minimise disruption, allowing the airfield to remain operational while still meeting all required safety standards.
The first phase is scheduled to launch between April and May 2025, with the second phase to follow between August and September 2025.
Upgrades will include new paving, drainage systems and enhanced lighting and signage. Design work has been finalised and procurement is expected to begin in early 2025.
Over the next several years, billions of dollars are expected to be invested in airport infrastructure across the United States.
As demand for air travel continues to surge, so too will the need for skilled contractors with specialised expertise to drive these complex expansion efforts.
Given the immense cost of modernising airports, public-private partnerships have become essential, blending government support with private-sector expertise and funding.
Without these collaborations, many critical upgrades â vital for efficiency, safety, and passenger experience â would be financially prohibitive.
About the author
President and CEO of Strategic Partnerships, Inc. Mary Scott Nabers is a well-recognised expert in the P3 world and an experienced business development professional.airport
Apr 16, 2025
Airport world
Aberdeen International Airport Unveils New Digital AssistantAberdeen International Airport has unveiled âHello Aberdeenâ, an innovative digital assistant designed to provide instant support and improve every stage of the passenger journey.
Developed in partnership with Hello Lamp Post, the tool is said to deliver real-time, personalised assistance, helping passengers access vital information and navigate the terminal with ease.
Available via QR codes across the airport, it offers instant support on mobile devices, catering to all passengers, including those with accessibility needs and international travellers.
By automating responses to routine enquiries, the tool reduces the volume of common questions directed to staff, allowing operational teams to focus on more complex and urgent tasks.
According to the Scottish gateway, âHello Aberdeenâ also unlocks new insights into passenger needs, helping the airport identify trends, improve services and address key areas for improvement.
A trial on using the new digital assistant was held last year at sister airport Glasgow in partnership with Connected Places Catapult with a focus on passengers who needed special assistance.
The trial showed:
Mark Beveridge, managing director of Aberdeen International Airport, said: âWe are delighted that we have been able to launch this cutting-edge technology that will help passengers with real-time information available.
âThis AI-powered assistant we hope will further enhance the customer experience, ensuring a smoother and more personalised journey for all that pass through Aberdeen International Airport.âairport
Apr 16, 2025
Airport world
Kansai International AirportâS New-Look T1 Ready For World ExpoKansai International Airportâs fully refurbished Terminal 1 has opened to accommodate the millions of passengers expected to pass through the iconic building to attend World Expo in Osaka.
The new Terminal 1 includes a 60% increase in the size of the international departure lounge and retail offerings, the introduction of innovative retail layouts based on passenger experiences, and the creation of a seamless processing experience.
Kansai Airports and global design firm Populous have been working for more than seven years to completely reimagine the airportâs floor plan, bringing a new level of efficiency and experience for travellers to western Japan.
Populous led the architecture and interior design of the redevelopment, as well overseeing the project throughout construction.
The project was completed in four phases to allow for continued operations of the airport, which is expected to accommodate more than 40 million passengers a year from 2025 and almost double international capacity.
In October 2022, KIX opened the new Phase 1 domestic area followed by the new international area.
Phase 2 of the project was completed in December 2023, and included 6,650 square metres of additional airside retail outlets, 1,130 square metres of food and beverage space and a new centralised immigration area.
Phase 3 was completed on March 27, 2025, allowing the consolidation and extension of the security screening area to be ready before World Expo 2025 begins in April in Osaka.
Phase 3 includes faster, more comfortable and smoother security inspection with additional smart lanes capable of processing between 4,500 and 6,000 passengers an hour.
The new queuing management system is the first of its kind in Japan, automatically controlling flapper gates to switch waiting lines by utilising real-time passenger flow data.
The system enables passengers to be automatically guided to the security inspection lanes based on the number of passengers and their flow.
A new commercial area includes 13 stores across international departures, international arrivals and a street food court.
The project has already been recognised for its architectural vision as a finalist in the 2023 World Architecture Festival Awards for Future Projects â Infrastructure.
Regarded as part of the high-tech architecture movement of the 1990s, KIXâs industrial design is famous for its asymmetrical clear-span sweeping aerofoil roofline.
At 1.7km long, it is one of the longest airport passenger terminal buildings in the world.airport
Apr 16, 2025
Airport world
Huge Investments Planned For Asia-Pacific And Middle East AirportsAirports in the Asia-Pacific and Middle East regions are poised to undergo extensive development, with combined investments of $240 billion dedicated to both upgrading existing facilities (brownfield projects) and building new airports (greenfield projects) between 2025 and 2035.
This capital expenditure, revealed today by Airports Council International Asia-Pacific & Middle East (ACI APAC & MID), the trade association representing over 600 airports from 46 countries/territories, highlights the regionsâ commitment to meeting the increasing demand for air travel and cargo.
ACI APAC & MID conducted a comprehensive survey, comprising over 30 key airports from the region to assess airport development needs.
The findings indicate a strategic focus on both modernisation of the existing airports and development of new airport infrastructure.
â Brownfield Development (Modernisation of existing airports): More than $136 billion would be invested to upgrade existing airports, creating an additional 680 million passenger capacity and 14 million tonnes of cargo capacity.
â Greenfield Development (Development of new airports): In excess of $104 billion will be allocated to build new airports, adding 562 million passenger capacity and 57 million tonnes of cargo capacity.
This combined investment will create additional capacity for 1.24 billion passengers â the equivalent of more than 13 airports the size of Dubai (DXB) the worldâs busiest airport for international passengersâand 71 million tonnes of cargo capacity, which equals nearly 14 times the cargo throughput of Hong Kong (HKG), the top ranked airport for Cargo in the world.
This significant increase will ensure airports in Asia-Pacific and the Middle East are well-equipped to handle anticipated future growth.
ACI Asia-Pacific & Middle East president, SGK Kishore, said: âThe $240 billion investment is not just about concrete and runways, itâs about socio-economic development in the region.
âEnhanced passenger experiences will stimulate tourism and business travel, while bolstered cargo capacity will streamline supply chains, driving regional trade and development.
âWe are committed to working with our member airports and stakeholders to ensure these investments deliver tangible results to the local and regional economies.â
ACI APAC & MIDâs director general, Stefano Baronci, said: âThe investment marks a critical step in transforming sector and delivering high-quality experience to passengers.
âThe investment will create additional capacity in the medium-to-long- term. However, infrastructure development alone cannot support the growth to its full potential.
âIn todayâs increasingly complex economic landscape, we need the continuous support of governments to further liberalise air transportation and streamline visa policies across region. These are proven drivers of economic development. In contrast, protectionist measures ultimately hinder progress and limit opportunity.â
Between 2025 and 2035, airports in Asia-Pacific and the Middle East are projected to invest approximately $240 billion in infrastructure, reflecting a pragmatic and demand-responsive approach to capacity planning.
Rather than overextending, airports in these regions continue to align investment closely with market conditions and passenger demand forecasts, ensuring capital is deployed efficiently and sustainably.
According to ACI APAC & MID, this disciplined approach reflects a broader commitment to resilient and adaptive infrastructure planning, positioning the sector to support regional growth while maintaining financial prudence and operational agility.
By 2053, the Asia-Pacific and Middle East regions are expected to serve nearly 11 billion passengers, close to a three-fold increase from the 3.9 billion passengers in 2024.airport
Apr 16, 2025
Airport world
Autonomous Vehicles: Driving ChangeDavid Keene, CEO of Aurrigo International plc, explores what it will take for aviation to fully embrace autonomous technology and revolutionise the airport experience.
Airports and airlines can easily predict how the aviation sector will look in the next 12 months. However, fast forward a decade, and the picture becomes far less certain.
Why? Because the pace of technological change is extraordinary. We are at the dawn of a new era in aviation automation â one that is already taking off. Companies across the industry, including Aurrigo, are pioneering solutions that will transform the way airports operate.
By 2035, they will be highly automated, sustainable, and passenger centric. Imagine a seamless passenger experience driven by AI: biometric security checks, automated check-ins, AI-powered security screening, and frictionless boarding.
These innovations will eliminate waiting times, enhance efficiency, and reduce travel stress, putting passengers in the perfect mood to indulge in airport shopping â a win-win for both travellers and airport retailers.
Sustainability will be at the heart of these advancements. Electrification, smart energy solutions, and Net Zero initiatives will dominate the conversation. Green hydrogen fuelling, solar-powered infrastructure, and carbon-neutral logistics will become standard features of modern airports.
Data will continue to reign supreme. AI-powered control towers will act as the conductors of a complex ground traffic orchestra, optimising fleet co-ordination, managing weather disruptions, and reducing congestion to minimise delays and improve turnaround times.
Autonomous ground operations will be fully deployed, delivering significant environmental, operational, and passenger experience benefits. This is an area Iâm particularly passionate about at Aurrigo, where we have firsthand experience of how driverless baggage vehicles can revolutionise airside logistics.
And baggage vehicles are just the beginning. Automated cargo haulers, pushback tugs, catering wagons, aircraft refuellers, and passenger shuttles will soon follow, transforming airport ground operations as we know them.
In fact, many airports are already working with us to deploy our Auto-DollyTug, a fully automated baggage-handling vehicle. By the end of 2025, we expect to see these vehicles in live operation.
And, as with all groundbreaking technology, once one airport proves the concept and reaps the benefits, others will quickly follow.
Getting to 2035: The path to transformation
So, what will it take to turn this vision into reality? Airports and airlines need answers now. But before we look at the solutions, letâs examine some of the biggest challenges the industry faces.
To achieve fully connected airports, massive investment in digital infrastructure will be essential. AI-powered orchestration platforms and real-time data sharing will be key to optimising operations across all areas, from departure gates and baggage halls to the countless retail outlets that have transformed airport terminals into bustling shopping hubs.
While there are numerous promising technology trials underway, the real challenge lies in scaling them from pilot projects to full deployment. This requires a global commitment to collaboration, and it requires the sharing of knowledge, costs, and benefits to accelerate widespread adoption.
Regulatory frameworks must also evolve to keep pace with innovation. Across the UK, Singapore, the US, Asia, and the Middle East, governments and aviation bodies are actively exploring autonomous vehicle adoption. However, without harmonised global regulations, scaling AV technology across airports will remain a challenge.
The CAA, FAA, CAAS, IATA, and other regulatory bodies understand that they must act swiftly, because in todayâs world, technology moves faster than regulation. A unified global framework for AV deployment could create a much-needed collaborative approach to safety, efficiency, and sustainability.
The role of governments and public-private partnerships
For this transition to be truly effective, governments must step up. In an ideal world, infrastructure upgrades would be incentivised, giving AVs access to the best 5G connectivity, digital mapping, and V2X (Vehicle-to-Everything) integration.
Achieving this requires strong public-private partnerships â a crucial element for success.
Greater regulatory standardisation would also help eliminate interoperability challenges across airports, while tax incentives, grants, and R&D funding would provide the financial backing needed to accelerate deployment.
In the UK, weâve been fortunate to receive support from Innovate UK and the Centre for Connected and Autonomous Vehicles (CCAV). However, to scale our technology quickly, we needed additional capital, leading us to go public.
This move has allowed us to push forward with innovations such as Auto-DollyTug, Auto-Sim (our digital twin software), and Auto-Connect (our cyber-resilient fleet management platform).
Immediate opportunities and challenges
Looking ahead, 2025 will be a pivotal year for autonomous vehicle deployment in controlled environments, including airports. However, significant challenges remain.
Beyond regulatory hurdles, public perception and trust pose major barriers to widespread AV adoption. Airports recognise the potential of autonomous vehicles, but key stakeholders still need reassurance that these technologies are safe, reliable, and ready for real-world deployment.
The only way to overcome scepticism is through transparent data sharing and large-scale trials. Demonstrating real-world success will be critical to driving adoption. Encouragingly, weâre already seeing this shift with advanced trials of our Auto-DollyTug at Singapore (SIN), Cincinnati/Northern Kentucky (CVG) and Amsterdam Schiphol (AMS) airports.
Cybersecurity: The next frontier
As AVs become more connected, they also become more vulnerable to cyber threats. Airports and OEMs must work together to build secure communication networks and implement robust cybersecurity measures.
Fortunately, these challenges are solvable. And like many industry experts, Iâm confident that over the next 12 months, weâll see major progress.
There is a growing appetite for scaling autonomous ground support equipment and AI-powered fleet management systems. Simulation software like Auto-Sim is already offering a glimpse into the future, showcasing how AVs can seamlessly integrate into airside operations alongside human-operated vehicles. Optimising routes, reducing emissions, and enhancing safety are just some of the benefits.
Another key driver of adoption? Labour shortages. Since COVID-19, the aviation industry has struggled with staffing shortfalls, particularly among baggage handlers. Autonomous vehicles provide a scalable, efficient solution to this challenge.
The future is autonomous
By aligning technological innovation with regulatory frameworks, investing in infrastructure, and ensuring safety and public trust, autonomous vehicles will become an integral part of air travel.
More than just a solution for today, they are a stepping stone to the connected, intelligent, and sustainable airports of the future. And that future is closer than we think.airport
Apr 15, 2025
Airport world
New Cargo Handling Milestone For Dubai Based DnataDnata has reached a significant milestone, handling over one million tonnes of cargo in Dubai between April 2024 and March 2025 â the highest volume ever processed by the company in a 12-month period.
The record reflects a 30% year-on-year increase, driven by rising freight volumes at both both Dubai International Airport (DXB) and Al Maktoum International AirportâDubai World Central (DWC).
It currently serves more than 120 airline customers at the airports, safely managing a broad range of cargo, including perishables, pharmaceuticals, dangerous goods, live animals, aircraft engines and vehicles.
Guillaume Crozier, dnataâs chief cargo officer, said: âWe are incredibly proud to reach this milestone in Dubai, the birthplace of dnata and our largest cargo station.
âThis achievement reflects the strength of our operations and the vital role dnata plays in enabling the smooth and efficient flow of goods through the emirate.
âOur success is built on the dedication of our people and the outstanding collaboration with our industry partners and authorities, including Dubai Airports, Dubai Customs and Dubai Police. I sincerely thank them all as we continue to raise the bar for cargo handling in the region and beyond.
âWe will continue to invest in our operations to contribute to Dubaiâs success and growth as a major gateway for commerce, connectivity and innovation.â
Globally, dnata provides ground handling and cargo services at over 90 airports in 16 countries, handling a total of 2.9 million tonnes of freight (+5%) in its 2023/24 Financial Year.airport
Apr 15, 2025
Airport world
Traffic Figures Grow And Atl, Dxb And Dfw Remain WorldâS Busiest AirportsACI World today confirmed that close to 9.5 billion passengers passed through the worldâs airports in 2024, with Hartsfield Jackson Atlanta (ATL) once again leading the way be welcoming 108 million travellers (+3.3%).
According to ACIâs figures, the Top 10 busiest airports â representing 9% of global traffic (855 million passengers) â witnessed a gain of 8.8% from 2023 and a gain of 8.4% vis-Ă -vis their 2019 results (789 million pax in 2019).
Hartsfield-Jackson Atlanta International Airport easily held on to its top position, followed by Dubai International Airport (DXB) and Dallas Fort Worth International Airport (DFW).
The biggest jump in the Top 10 rankings was recorded for Shanghai Pudong International Airport (PVG), which soared from 21st position in 2023 to the 10th spot in 2024.
The jump, notes ACI World, was fuelled by expanded visa policies, the resumption and expansion of international flights, operational enhancements, and the recovery of the Asia-Pacific region, particularly China.
ACI Worldâs director general, Justin Erbacci, said: âAmid global challenges, the resilience of the worldâs busiest airports shines. These hubs are vital arteries of trade, commerce, and connectivity.
âAs air travel grows, ACI World stands ready to support its members, ensuring the smooth flow of people and goods that drive global economic, social, and cultural progress.â
The yearly passenger total represents an increase of 9% from 2023 or a gain of 3.8% from pre-pandemic levels (2019).
Navigating global uncertainty
ACI World notes that 2024 saw global passenger growth face significant uncertainties that stemmed from evolving economic and geopolitical landscapes.
Ongoing supply chain challenges and production delays from aircraft manufacturers, as well as geopolitical tensions, posed a risk to growth opportunities by potentially altering flight routes, increasing operational costs, and affecting passenger sentiment.
Additionally, the threat of tariffs raised concerns about potential disruptions to global trade, which indirectly affected international travel demand and increased constructions.
It predicts that in 2025, global passenger traffic will reach 9.9 billion with a 4.8% year-over-year growth rate.ACI World states: âWhile passenger demand remains strong, the pace of expansion is expected to slow as markets shift from recovery-driven surges to structural, long-term growth patterns.
âKey challenges such as economic uncertainty, geopolitical tensions, and capacity constraints are expected to increasingly shape the industryâs trajectory.
âIn advanced markets, demand stabilisation, supply chain bottlenecks in aircraft production and airport capacity shortage may temper growth, while in emerging markets, higher infrastructure investment and rising middle-class travel demand will likely continue to drive expansion.
âAs the industry moves into a new era of growth, the airport industry must focus on financial viability, investment in infrastructure, operational efficiency, and sustainability.âairport
Apr 14, 2025
Airport world
Asq Airport Experience Awards: Going The Extra MileAirports across the globe have been recognised for their customer service excellence in ACIâs ASQ Airport Experience Awards, writes Joe Bates.
ACI Worldâs 2024 ASQ Airport Experience Awards have revealed last yearâs top performing airports for the delivery of outstanding customer service.
The roll of honour includes airports handling less than two million passengers per annum up to some of the biggest hubs on the planet, such as Dallas Fort Worth (DFW) and Hartsfield-Jackson Atlanta (ATL), which welcomed 87.8 million and 108 million passengers respectively in 2024.
Dakar Blaise Diagne (DSS), Casablanca Mohammed V Airport (CMN) and Marrakech Menara Airport (RAK) were the star performers in Africa and Salalah Airport (SLL) and Muscat (MCT) in the Middle East.
In the ultra competitive rest of the world, the 2024 winners included Guangzhou Baiyun (CAN), Incheon (ICN) and Delhi-Indira Gandhi (DEL) in Asia-Pacific; iGA Istanbul (IST) and Rome Fiumicino (FCO) in Europe; Chihuahua (CUU), Guadalajara (GDL) and Quito (UIO) in Latin America-Caribbean; and Toronto Pearson (YYZ), LaGuardia (LGA) and Tampa (TPA) in North America.
The awards are viewed as the benchmark for excellence in airport customer experience as they are decided by passengers interviewed at airports on the day of travel.
Carried out in partnership with travel technology company Amadeus, the 2024 awards covered six different categories â Best Airports by Size and Region; Most Dedicated Staff; Easiest Airport Journey; Most Enjoyable Airport; Cleanest Airport; and Top Airports for Arrivals.
ACI Worldâs director general, Justin Erbacci, noted:Â âIn todayâs fast-evolving world, where passenger expectations are higher than ever, airports must continually push the boundaries of service to stay ahead.
âThe 2024 ASQ Awards honour airports that create memorable, seamless experiences that transform the entire passenger journey and help shape the future of air travel.â
With the exception of the global Top Airports for Arrivals category â which was shared by Bengaluru-Kempegowda (BLR), Bahrain (BAH), Mangaluru (IXE) and Abu Dhabiâs Zayed International Airport (AUH) â all the ASQ categories were regionalised.
Commenting on BAHâs success in the Top Airports for Arrivals Award, Bahrain Airport Companyâs CEO, Mohamed Yousif Al-Binfalah, noted: âThis ASQ Award is a testament to the dedication and hard work of the entire BAC team and our valued partners.
âWe are proud to be recognised by ACI for our commitment to delivering a world-class arrival experience for our passengers. This achievement reflects our ongoing efforts to enhance every aspect of the passengersâ journey, from the moment they step off the plane to the time they leave the airport.â
North America
The Best in Size and Region category for North America followed a similar pattern to recent years in terms of the winners.
ATL, DFW and YYZ, for example, again triumphed in the Over 40mppa; LaGuardia (LGA) in the 25-40mppa; and Dallas Love Field (DAL) and Tampa (TPA) sharing the honours for airports handling 15-25mppa.
âTravelling through DFW isnât just about getting from one place to another â itâs about experiencing exceptional service at every step,â stated DFWâs executive vice president for revenue management and customer experience, Ken Buchanan.
âThe ASQ award reflects our teamâs dedication to making every journey smooth, enjoyable and memorable for our customers. This continued recognition from our customers highlights the impact of our investments in innovation, infrastructure and people â which together create exceptional airport experiences every day.â
While ATLâs interim general manager, Jan Lennon, noted: âThis award is a reflection of the dedication of our incredible airport team, whose passion and commitment make ATL a world-class gateway for millions of travellers.
âEvery journey that begins or ends at ATL is shaped by the hard work and hospitality of our employees. This recognition fuels our mission to set new standards of excellence, ensuring that every passenger who walks through our doors experiences exemplary customer service.â
Other big winners were Gerald R Ford International Airport (GRR) and Greenville-Spartanburg (GSP) and Portland International Jetport (PWM), which in addition to repeating their success in the Best in Size category, jointly shared all the other awards for airports in North America handling between 2-5mppa.
GRRâs president and CEO, Tory Richardson, said: âWe are delighted to once again receive these ASQ awards, acknowledging our efforts to offer a world-class guest experience at the Ford International Airport.
âIn 2024, we experienced record growth with more than four million passengers served and are beyond grateful to our staff and partners for helping provide an exceptional travel experience throughout our facility.â
Other Best by Size winners included Canadian gateways St Johnâs (YYT) and Victoria (YYJ) for airport handling Under 2mppa and perennial winners Cincinnati/Northern Kentucky (CVG), Indianapolis (IND) and Louis Armstrong-New Orleans (MSY) in the 5-15mppa category.
Asia-Pacific & Middle East
Asia-Pacific and the Middle East regions once again led the way in ACIâs annual ASQ Airport Experience Awards, winning a total of 68 accolades across the different categories.
Indeed, ACI Asia-Pacific & Middle East airports accounted for 35 of the 95 award winning airports recognised by passengers for delivering the best customer experience on the planet.
Familiar names on the winnerâs podium included the big international hubs of Beijing Daxing (PKX), Delhi-Indira Gandhi (DEL), Incheon (INC), Shanghai Pudong (PVG) and Singapore Changi (SIN).
But the awards also recognised excellence in airport customer experience at some of the smaller and less known airports across Asia-Pacific, such as Pattimura (AMQ) and Supadio (PNK) in Indonesia, Kannur (CNN) in India, and Zhangjiakou (ZQZ) in China.
This year, 10 airports from Indonesia won awards across the categories, while eight airports from China and seven from India were recognised for service excellence.
Other awards were assigned to airports in South Korea, Singapore, Malaysia and Philippines, while in the Middle East, six airports were recognised, including two from Oman and one from Saudi Arabia, Jordan, Bahrain and Abu Dhabi.
Talking about DELâs achievement in being among the eight gateways to be recognised in the Best by Size category for airports handling Over 40mppa in Asia-Pacific, CEO, Videh Kumar Jaipuriar, said: âWe are incredibly proud to receive this recognition.
âThis award reflects our continuous efforts to elevate the travel experience at Delhi International Airport.
âFrom seamless processes to exceptional passenger service, all with a constant focus on sustainability, our dedicated team and stakeholders work relentlessly to ensure every passengerâs journey is smooth and memorable.
âThis award is further validation of our ongoing commitment to improving the passenger experience, enhancing operational excellence, and promoting Delhi International Airport as an aviation hub welcoming travellers from around the globe.â
Omanâs Muscat (MCT) and Salalah (SLL) effectively enjoyed a clean sweep in the Middle East, winning multiple awards across all the categories, although SLL had to share the Best Airport by Size and Region award for airports handling Under 2mppa with Najran Airport (EAM) in Saudi Arabia.
Acting CEO of Oman Airports, Hamoud bin Musbah Al Alawi, enthused:âWe prioritise passenger comfort at Oman Airports as MCT and SLL serve as the first gateway for travellers arriving in the Sultanate of Oman and the final touchpoint before their departure.
âEnsuring high-quality service is a core principle within Oman Airportsâ operational framework. Since the establishment of our operations, we have defined clear operational guidelines for all employees to ensure that passengers remain our top priority at all times. Today, we are witnessing the rewards of these continuous efforts after years of dedicated work.â
Queen Alia International Airport (AMM) shared the award for Most Enjoyable Airport in the Middle East with Salalah.
Nicolas Deviller, CEO of Queen Alia operator, Airport International Group (AIG), noted: âSince the inauguration of the Terminal Building 12 years ago, we have continuously adapted to the evolving needs of our passengers, ensuring that QAIA remains synonymous with comfort and enjoyment and a place where passengers feel at home from the moment they arrive.
âThese achievements are a reflection of the dedication of our entire airport community, whose collective efforts have once again been recognised by those who matter most â our passengers. We sincerely thank them for their trust and recognition.â
Africa
South Africaâs Bram Fischer (BFN) and George (GRJ) airports along with Ivato (TNR) in Madagascar were named Best Airport by Size in the Under 2mppa category.
Dakar Blaise Diagne (DSS) in Senegal and Sri Lankaâs Sir Seewoosagur Ramgoolam International Airport (MRU) shared the 2-5mppa award and Moroccoâs Casablanca (CMN) and Marrakech (RAK) airports took the 5-15mppa prize.
Between them CMN and DSS shared all the other award categories for Africa with the exception of Easiest Airport Journey, which was won by Dakar Blaise Diagne and George.
Europe
Rome Fiumicinoâs success in every Departures category for Europe in the 2024 ASQ Awards should come as no surprise to anyone based on its levels of innovation, particularly when it comes to embracing new technology to enhance the customer experience.
Operator, Aeroporti de Roma (ADR), notes that it is the eighth year in a row that FCO has been named Best by Size for airports in Europe handling Over 40mppa. And it wasnât the only Rome airport to win, as Rome Ciampino (CIA) finished joint top in the 2-5mppa section.
ADR CEO, Marco Troncone, commented: âOnce again, this year, Fiumicino and Ciampino airports received international recognitions or the quality and the services offered to passengers.
âThese awards are increasingly significant and not to be taken for granted, reaffirming the dedication, passion and commitment of our people â as well as the efforts of all colleagues from the companies, organisations and institutions working in synergy at our airports.
âConsidering the traffic forecasts for this year and beyond, we are aware that maintaining this level of quality and continuously enhancing our services requires the sustainable development of Rome Fiumicino infrastructures. Thanks to major self-financed investments already underway, we aim at competing with other major hubs in our geographical area, following clear development perspectives.
âThis is the only way to strengthen Italyâs position as a leading global tourist destination and high-potential transit hub within the international air connectivity network.â
ADR celebrated the ASQ awards by unveiling âAdryxâ, the new mascot of FCO and CIA, who is described as an âinterstellar ambassador and an expert in quality and innovationâ, who lands on Earth to discover the secret of excellence.
FCO shared the award for Europeâs Best Airport by Size handling over 40mppa with iGA Istanbul.
All the other Best by Size winners had at least four winners with the exception of the 15-25mppa Award â Alicante (ALC), Budapest (BUD) and Helsinki (HEL) â and 25-40mppa category, which was shared by Copenhagen (CPH), Palma de Mallorca (PMI ) and Zurich (ZRH).
Commenting on HELâs Best in Size success, Helsinki Airport director, Ulla Serlenius, enthused: âWe are very proud that our work to develop the customer experience at Helsinki Airport has received international recognition year after year.
âCustomer satisfaction at our airport has increased over the long term, and the result for 2024 is the highest in the airportâs history. The award is a testament to our passengersâ satisfaction with the airportâs renovations. We will continue our work by listening carefully to the passengersâ requests and following the trends.â
TAV Airports notes that four of its European airports received ASQ awards â Ankara EsenboÄa (ESB), Ä°zmir Adnan Menderes (ADB), Milas-Bodrum (BJV) and Skopje (SKP).
Its chief operations officer, KĂźrĹad Koçak, stated: âAt TAV Airports, we are celebrating our 25th anniversary this year, and for the past 25 years, we have been committed to delivering the best travel experience for our passengers.
âThe Airport Service Quality awards hold special significance for us, as they are determined directly by passenger feedback. We take great pride in seeing our four airports ranked among the best worldwide in their respective categories.â
Latin America-Caribbean
Mexican airports fared particularly well in the 2024 survey, Guadalajara (GDL) on its own winning the Best by Size Award for 15-25mppa.
In the other size categories, Monterrey (MTY) finished top for airports accommodating 5-15mppa alongside Costa Ricaâs Juan Santamaria (SJO) and Ecuadorâs Quito (UIO) airports; Guanajuato (BJX) and Hermosillo (HMO) shared the 2-5mppa award with Lynden Pindling (NAS) in the Bahamas; and Chihuahua (CUU) and MazatlĂĄn (MZT) took the Under 2mppa crown with Uruguayâs Montevideo-Carrasco (MVD).
VINCI Airports notes that it was the first time the OMA operated airports of Monterrey, Chihuahua and MazatlĂĄn had participated in the ASQ Awards. They joined the VINCI Airports network two years ago.
Reflecting on Quitoâs ASQ success, RamĂłn MirĂł, president and CEO of Quiport: said: âThis award reaffirms passengersâ trust in the quality of our services and motivates us to continue innovating to raise standards of excellence in the airport industry.
âWe are currently working on expanding the airport to offer greater capacity and more options for our travellers, always prioritising quality and efficiency I thank our team and the entire airport community for their dedication, effort, and commitment to providing an exceptional experience to every passenger.
âThis exceptional result is the outcome of meticulous planning and the collaboration of all stakeholders in the airportâs cargo community. I extend my gratitude to the airlines, operators, exporters, and our team at Quitoâs cargo terminal for their dedication and hard work.â
Hall of fame
As a result of their performance in 2024, new inductees into the ACI World Director Generalâs Roll of Excellence are AlicanteâElche Airport, Beijing Daxing, Copenhagen, Hartsfield-Jackson Atlanta International Airport and Shijiazhuang Zhengding International Airport.
Being inducted is one of the highest honours in the airport industry as it recognises airports that have consistently excelled in service over the past decade.
Click here to view the full list of winners. The 2024 ASQ Awards Ceremony will take place at the ACI World Airport Experience Summit in Guangzhou, China, on September 8-11, 2025.airport
Apr 11, 2025
Airport world
WorldâS Airports Honoured For Their Customer Service EffortsBrisbane (BNE), Hamad (DOH), Helsinki (HEL), LaGuardia (LGA), Munich (MUC) and Quito (UIO) are just a few of the airports to be honoured in this yearâs Skytrax World Airport Awards.
BNE won the top award for the Best Airport Staff in Australia & Pacific at the 2025 World Airport Awards. It previously won the accolade in 2021.
The survey evaluates the customer experience across all front-line areas of airport service and facilities, from check-in, arrivals, transfers, shopping, security and immigration through to departure at the gate. Staff at Brisbane Airport continue to be praised for their courtesy, attentiveness, and professionalism in daily operations.
âWe are incredibly happy that travellers from around the world have recognised the hard-working and passionate Brisbane Airport team. Our philosophy is simple: âDonât worry, be happy,â and that truly reflects our aim for all travellers,â says Brisbane Airport CEO, Gert-Jan de Graaf.
âThere are more than 20,000 people working at Brisbane Airport, and we expect that number to grow by 10,000 by the time the 2032 Games are here. For anyone keen to join Australiaâs best airport team, there are jobs available even now.â
Elsewhere, Hamad International Airport (DOH) retained its title as the Best Airport in the Middle East for the eleventh consecutive year and won Best Airport Shopping globally for the third year in a row. The airport was also awarded the prestigious 5-star Airport Rating.
Hamad Ali Al-Khater, DOHâs chief operating officer stated: âWe are honoured to receive these prestigious accolades. Being named Best Airport in the Middle East for the eleventh year and Best Airport Shopping for the third time reflects our commitment to delivering an exceptional passenger experience.
âWith the launch of Concourses D and E a few weeks ago, weâre expanding our capacity to over 65 million passengers, enhancing the overall experience, integrating smart infrastructure, sustainable design, and next-generation retail and dining experiencesâ.
In Europe, Helsinki Airport was named as the best airport in Northern Europe.
âWeâre proud that passengers have once again chosen Helsinki Airport as the best airport in Northern Europe,â enthused Ulla Serlenius, Finaviaâs SVP, Helsinki Airport.
âThe global survey widely assesses the level of service and the customer experience at airports at different stages of the passenger journey. Itâs clear that Helsinki Airport has a strong position among the best airports.â
In recent years, Finavia has extensively revamped Helsinki Airportâs terminal and its services and developed the digital customer experience. The latest additions to the airport include new lounges, restaurants, a hair salon and a pharmacy.
Elsewhere in Europe, Munich Airport was named Best Airport in Central Europe and ninth globally. This makes it the only German airport among the top 10 in the global ranking.
Jost Lammers, CEO of Munich Airport: âI am very pleased with the excellent rating and would like to thank our passengers. This award recognises our achievements in the areas of customer satisfaction, service quality and innovative infrastructure.
âIt is clear evidence of our commitment to providing a premium service. In recent years, we have implemented numerous initiatives to increase efficiency and comfort for our passengers, and we will continue to invest in infrastructure and digitalisation.â
The Hilton Munich Airport was also once again recognized as Best Airport Hotel in Europe.
Commenting on the achievement. MUCâs chief commercial officer, Jan-Henrik Andersson, said: âI am delighted that the Hilton Airport, with its spectacular architecture, outstanding service and unique Mountain Hub concept, has once again scored well with passengers.
âThe Alpine Mountain Hub spirit is reflected in the comfortable hotel rooms, the spa and the Michelin-starred âMountain Hub Gourmetâ restaurantâ.
In North America, LaGuardia Airport won the best airport in North America for domestic and short haul international travel.
Like all the others, its award was presented at the 2025 World Airport Awards ceremony held at the Passenger Terminal Expo in Madrid, Spain.
The New York gateway believes that its Skytrax award reflects the success of LaGuardia Airportâs historic $8 billion transformation from worst to best in the nation.
âA decade ago, the suggestion that LaGuardia Airport would one day be recognised on the world stage as the best regional airport in North America would have been laughable,â admitted Port Authority executive director Rick Cotton.
âBut the Port Authority and our private partners have built what we promised â a world-class airport, with inspiring architecture, public art, iconic concessions and state-of-the-art technology that has propelled LaGuardia from worst to best in the nation in the eyes of the critics and passengers alike.â
In Latin America, Quitoâs Mariscal Sucre International Airport was named the Best Regional Airport in South America for the 10th time.
It was also awarded as the Cleanest Airport in South America, while the Wyndham Quito Airport Hotel was recognised as the Best Airport Hotel in South America.
RamĂłn MirĂł, president and CEO of Quiport, noted: âThis recognition reflects the commitment and passion of a team that puts passengers at the heart of every decision.
âReceiving it for the tenth time also highlights the continuity of Quiportâs strategic vision to keep Quitoâs airport the best in the regionâ.airport
Apr 10, 2025
Airport world
Pittsburgh International Airport: Back On The MapWith a new showpiece terminal opening later this year, passenger numbers at an 18 year high, and innovation at the front and centre of its business, these are good times for Pittsburgh International Airport, writes Joe Bates.
There is no doubting that Pittsburgh International Airport (PIT) has gone from strength to strength over the last decade as its route network has grown, passenger numbers have soared and it has earned itself a reputation for being one of the most innovative gateways in the United States.
It is also one of the most self-contained and sustainably run airports in the nation based on the fact that it is the only airport in the US to have its own microgrid, which provides 100% of its energy needs.
Launched in 2021, the microgrid is powered by five natural gas-fired generators with natural gas drilled from underneath the airport site and nearly 10,000 solar panels.
And true to its pioneering ways which have led to the airport establishing its own on-site innovation lab (xBridge) for developing, trialling, testing and launching new technology, and Neighborhood 91 â a 195-acre hub for additive manufacturing with goods produced on site shipped around the world â PIT is now looking at producing Sustainable Aviation Fuel (SAF) on the airport campus.
Producing and exporting SAF on-site at PIT
Whatâs the thinking behind PIT potential leading the way on SAF blending and production?
Christina Cassotis, who celebrated her 10th anniversary as CEO of Pittsburgh International Airport in January 2025, says: âWhy not? The world needs it, we want aviation to be more sustainable, and we have the perfect mix of assets and resources to make it happen.
âWe sit on 3,500 hectares of land, a lot of which is still open for development. We have pipelines to and from the Ohio River where we get our Jet A fuel, so we could export to the North East, New York, Boston, Washington and mid-Atlantic.
âWe are surrounded by millions of acres of corn production in Pennsylvania and Ohio, so we can support our farmers by turning the corn into ethanol which becomes the jet fuel. We build things in Pittsburgh, so we can do it.â
The on-site production of SAF would also generate extra revenue for PIT that will help secure its future and help transition the industry to further reduce CO2 emissions. PIT is, of course, not going to invest its own money on building and operating a SAF refinery, so the undertaking would be in partnership with a third party.
âWe didnât want to run a utility like our microgrid and we donât want to run a SAF refinery. We want to enable it, be a strategic landlord and benefit from the fuel being produced here,â confirms Cassotis.
There are several collaboration pathways the airport could go down when it comes to SAF production.
CNX, for example, which currently extracts natural gas from the airport site, is working with KeyState Energy to develop a hydrogen hub on the airport that would allow for the production of SAF from hydrogen made from coal mine methane.
PIT is also exploring the option of working with a European company that already has ASTM Alcohol-to-Jet (ATJ) biofuel in production and in use by the US Air Force elsewhere on the airport site.
If things go well, it is possible that construction of a SAF refinery at PIT could start as early as the end of 2026.
PITâs transformation over the last decade
The airportâs SAF ambitions are very real, and as PIT has proved with creating its own microgrid and countless other pioneering initiatives over the last decade, if its plans make good business sense, they almost invariably happen.
After all, PITâs reinvention under Cassotis over the last 10 years really is nothing short of remarkable, particularly when you consider that back then she noted that the airport had to adopt a new business plan and focus on a future as an O&D gateway to finally get over the loss of its status as a US Airways hub.
Innovation, in all its forms, appears to have been the key driver of PITâs new business plan to make it a better and more efficient airport, less dependent on aviation related revenue, and a key economic generator for the city and region.
While the decision to let go of the idea of PIT regaining its hub status and concentrate on developing its O&D services has proved a masterstroke, with the airport accommodating 9.95 million passengers last year, the most since 2006, on the back of a much expanded route network.
Putting that in some kind of perspective, when Cassotis started at PIT, the airport had service to 37 non-stop destinations across the US and Canada and handled around eight million passengers per annum. Today, the figure stands at 62 non-stop routes and includes international long-haul routes to London (British Airways) and Reykjavik (Icelandair) in Europe as PIT boasts seven more airlines that it had in 2015.
So, reflecting on her 10 years at PIT, is it possible for Cassotis to say what the highs and lows have been during this time?
âThatâs a hard one to answer as thereâs been lots of a highs and quite a few lows as weâve faced many obstacles over the years, but I would say putting Pittsburgh back on the global stage from a aviation perspective would be the highlight, as that was always the intention,â enthuses Cassotis.
She notes that passenger traffic has increased by nearly 25% since her arrival and will exceed 10 million in 2025, which it would have done last year if it wasnât for a global IT outage that downed airline computer systems for 24 hours during the peak summer months.
Cassotis cites the success of getting Pittsburgh to believe and buy into her plan to develop PIT as an O&D gateway as the major turning point for the airport and catalyst for its current growth trajectory.
âI would say that my role has always been sales/business development, which started internally with getting people to believe that there were other ways we could be successful other than as a hub, which was the mindset when I got here,â she explains.
âBack then the communityâs understanding of success was tied to regaining our hub status with an airline. So, getting the airport team and then the community to understand that an origin and destination airport could still be a very successful business model for PIT was a really big accomplishment.â
As an aside, Cassotis adds that Pittsburghers have always been fiercely proud and supportive of their airport, so much so in fact that she reveals that this enthusiasm led her to take the job in the first place.
Other achievements Cassotis is proud of PIT achieving in the first decade under her watch include the creation the microgrid, the opening of a childcare centre for airport staff and the new terminal which opens for business later this year.
New terminal
âBuilt by Pittsburgh for Pittsburghâ, PITâs new terminal will open later this year â most likely in Q4 â and is expected to take operational efficiency and customer convenience and satisfaction to new levels.
The ongoing $1.57 billion new terminal programme is designed to improve facilities and create a new consolidated terminal that modernises outdated former hub facilities and just make it easier for passengers and staff to use.
What that effectively means is that PIT will get a terminal designed for todayâs O&D driven market and not the long gone connecting travellers that accounted for 80% of all passengers when US Airways was the hub carrier.
Indeed, the de-hubbing of PIT left it with plenty of facilities that it just didnât need any more, including eight miles of baggage belts built for transfer passengers that previously caught connecting flights across the airport campus.
O&D passengers now make up 97% of PITâs passengers, so the airport simply needs new facilities that will make journeys easier, more convenient and comfortable for passengers and the airlines. Its opening will complement improvements to PITâs existing âairsideâ facilities (and eliminate the half-a-mile gap between the terminals) which contain the airportâs X-shaped central core, which according to Cassotis will be gutted and completely redesigned.
âThe concourses are getting massive upgrades, the holdrooms, the back of the house and all the systems we couldnât do preventative maintenance on before are being addressed now, so itâs a lot of fun out there right now,â jokes Cassotis.
According to PIT, the main goals of the new terminal programme include reducing passenger wait and walk times, shortening baggage delivery times, improving the international arrivals process, reducing operations and maintenance costs, providing more public parking spaces and making the airport more efficient and sustainable overall.
Some examples of the improved airport experience the new terminal will bring for passengers include one central security checkpoint instead of the existing two in different buildings, and separate levels for Arrivals and Departures.
It is hoped that the terminal will also end the current confusion passengers face on exiting the airport due to ongoing development work and the confusing layout of existing facilities that sometimes means that arriving passengers have to travel between different levels just to get outside.
In March, it was announced that the construction of the new terminal was 85% complete, ensuring that the facility is on target to open as planned in the second half of 2025.
Guided by the core principles of nature, technology and community, the key design features of the new terminal include:
Prioritising enhancing the passenger experience through a range of design features, the new terminalâs Universal Access features include raised crosswalks with improved lighting, accessible-height ticketing counters, digital wayfinding that offers both visual and audio cues, intuitive layouts to simplify navigation, and outdoor spaces with biophilic design elements.
These enhancements are said to build on Pittsburgh International Airportâs established commitment to inclusivity, best illustrated by Presleyâs Place â one of the USAâs first comprehensive sensory rooms designed for travellers with autism and other sensory sensitivities.
The airport believes that facilities like Presleyâs Place signal what the future of air travel could look like with regards to being more welcoming and supportive for all passengers.
Cassotis has no doubt that the new terminal will usher in a new era for PIT in terms of operational efficiency, customer service levels and even peopleâs perceptions of the airport.
âIt will be transformative,â enthuses Cassotis. âEvery single part of our business will change. The equipment it will utilise will allow us to operate more efficiently and give us data that we never had before to make decisions and do predictive maintenance.
âThe new terminal will allow us to do a better job of taking care of staff and passengers. Passengers will enjoy shorter walk times and be guided on their journeys by more intuitive wayfinding. It will be a much more pleasant experience.â
It will also be one of only a handful of airport terminals in the US to have outdoor terraces airside, which like its landside counterparts, will be accessible to all passengers.
Worthy of note is the fact that 16,000 tons of locally fabricated steel have been used in the terminalâs construction.
Energy efficient
The terminal itself is designed around using less energy for heating and cooling through the orientation of the terminal, strategic building overhangs and materials used in construction.
Like the rest of the airport, it will be powered by PITâs microgrid, which means that the airport is 100% self sufficient in terms of energy supply and able to continue operating if the local grid goes down for whatever reason. On the reverse side of the coin, it also has the capability to switch to the traditional power grid if it experiences issues with its own microgrid.
An added bonus of the microgrid is that it has reduced PITâs carbon emissions by six million pounds a year, and saved the airport around $1.5 million annually in utility costs.
Passenger growth, routes and destinations
As mentioned earlier, Pittsburgh International Airport handled 9.95 million passengers in 2024 â 8.1% more than the previous year and 166,000 passengers more than in pre-pandemic 2019.
The airport attributes the upturn, and first time it has exceeded pre-COVID levels, to a record number of Pittsburghers travelling through PIT, with over 9.7 million travellers recorded to have started or ended their trips in Pittsburgh last year.
Itâs the highest origin-and-destination (O&D) figure in the airportâs history. Whatâs more, PITâs international traffic surpassed 195,000 international passengers in 2024, a 30% increase from 2023, boosted by Icelandair launching seasonal service to Reykjavik, Iceland, in May and British Airwaysâ continued growth on its year-round service to London Heathrow.
And international travel in Pittsburgh is expected to grow again in 2025 as British Airways will upgrade frequency to London Heathrow to a daily service starting March 30, and Icelandair will resume its seasonal Reykjavik service a month earlier in 2025, with flights returning on April 17.
âPittsburgh is a market that responds to the air service that comes in and gives it the passenger numbers that it needs, so we are constantly adding destinations or increasing frequency or aircraft capacity on existing ones,â enthuses Cassotis.
âWhen I got here, I looked at the map of destinations served from Pittsburgh and thought, wow, the West Coast is missing! Thatâs no longer the case today.â
In terms of the overall traffic, PITâs increasingly diverse mix of domestic routes shows that the top airlines at the airport in terms of market share are Southwest (26%) and American Airlines (24%) â the former accommodating the most passengers and the latter the most daily flights â followed by Delta (18%); United (14%); and Spirit (12%).
When we last spoke in early 2016, Cassotis mentioned that she hoped that in five to ten years PIT would see the return of international flights to Europe and the introduction of a Gulf carrier to serve the Gulf region and beyond.
BA and Icelandair have, of course, now ticked the Europe box, but Cassotis is not overly celebrating as she feels that there is scope for more services, mentioning Germany and Amsterdam in the Netherlands as potential new routes. She is, however, still looking for a Gulf carrier.
Cassotis says: âI have not given up on a Gulf carrier as we believe that we can support traffic to the region because of our Indian market and the cargo potential of the route. As you know, it often takes years for a new route to happen, and we are playing the long game.â
Innovation and new technology
When talking about innovation and âsmart airportsâ, Cassotis is quick to point out that it is about more than just technology, encompassing everything from inspiring new retail/F&B offerings and route development to the opening of a childcare centre for airport staff.
âInnovation certainly isnât always tied to technology,â she notes. âIn my opinion, the definition of innovation means doing something better than before, that it makes sense, and everybody benefits from it.â
Having said that, new technology that will aid airport operations as well as passenger journeys is certainly high on the agenda for PIT, which is perhaps not surprising considering Pittsburghâs status as a technology centre and the robot capital of the world.
Indeed, Google, Bosch, Meta, Uber (driverless car testing), Intel and Yahoo are among thousands of technology firms based in the area and the city is home to 68 colleges and universities that include R&D leaders Carnegie Mellon University and the University of Pittsburgh.
For its part, PIT has helped bring some 30 technologies to an advanced stage at its xBridge innovation centre, located in a 10,000 square foot facility at the end of Concourse B.
One of these technologies is BioFlyte, a bio-aerosol surveillance sensor that can quickly detect and identify airborne pathogens and subsequently bio-terrorism threats such as ricin, anthrax and fentanyl in the air in less than five minutes.
One of these technologies is BioFlyte, a bio-aerosol surveillance sensor that can quickly detect and identify airborne pathogens and subsequently bio-terrorism threats such as ricin, anthrax and fentanyl in the air in less than five minutes.
During its proof of concept at PIT, Bioflyteâs BioTOF z200 sensor was installed in an HVAC mechanical room where it collected data on return air from the terminal. Additionally, BioFlyte tested simulations of threats at PIT to prove that the sensor can detect them.
It is currently deployed with the US Department of Defense, the Department of Homeland Security, and a Fortune 100 investment banking firm.
Other innovations include tested at PIT via xBridge include smart recycling bins (CleanRoboticsâ TrashBot), autonomous wheelchairs (Blueberry Technology Incâs BBGo), the technology to convert regular vehicles into remote controlled cars (Mapless AI), and autonomous robots used to clean floor (Carnegie Robotics) or deliver food and beverages to passengers (Ottonomyâs Ottobot).
Through xBridge the airport has a partnership with British Airwaysâ parent company IAG to assist it in some of the work and testing it is doing in the field of robotics.
While one of the more unusual successes of xBridge has been AlgenAirâs aerium, which harnesses the natural power of algae to reduce carbon dioxide (CO2) and produce oxygen (O2), combating indoor air pollution. Its first commercial-sized aerium currently sits in the baggage hall at PIT and has proved a welcome distraction for passengers waiting for their luggage.
PIT notes that the broad airport ecosystem enables innovations across many industries such as parking, logistics, retail, food and beverage, customer experience, security, sustainability, building management and more.
Talking specifically about xBridge, Cassotis says that it is âdesigned to embed innovation inside the airport, among its staff, companies and industry partners while maintaining a sense of Pittsburghâ.
Explaining a little more, she comments: âxBridge is a physical centre for innovation to test two things â materials, such as the paint on columns and flooring, and technology.
âOn the technology side, instead of going to the robotics, AI and automation community here in Pittsburgh to say can you fix this, we have folks from xBridge who go into the start-up or robotics communities and ask them whether theyâve ever thought about using their technology in an airport. We then invite them to come to PIT and see what it can do.â
Away from technology, Cassotis believes that PITâs sensory room and more recent opening of childcare centre for the children of airport staff are two of the most high profile ways that the airport has shown innovation in other areas.
The 1,500ft and now much copied sensory room, Presleyâs Place, recently enjoyed its fifth anniversary, with Cassotis noting that it was actually the idea of PIT employee, Jason Rudge, who has an autistic son (Presley).
While the late 2023 opening of PITâs very own childcare centre has arguably helped PIT hold on to staff and attract others to work at the airport who otherwise wouldnât have considered it due to child care concerns.
PIT believes that providing a childcare option on the same site as an employeeâs workplace helps strengthen parentsâ work-life balance and supports workforce development. The goal, it says, is to break down barriers preventing working parents from starting careers at the airport.
Speaking at the facilityâs opening, Cassotis said: âBeing a working parent and dealing with childcare issues is huge stress. This is our contribution to getting more and more working parents, more and more peace of mind, as they build careers and build families.â
Forward looking, innovative, not afraid to embrace âout of the box thinkingâ, and determined to provide the best facilities it can for both passengers and staff, it can only be Pittsburgh International Airport.airport
Apr 09, 2025