Airport Experience Virtual Summit 2021 by Airport Experience News

Passenger Demands In A Post-Pandemic Environment Meet Our Summit Sponsors! Summit Speakers To Share Recovery Strategies

VIRTUAL SUMMIT 2021 GUIDE

SAFELY ENGAGING TRAVELERS WITH SERVICE, INNOVATION AND AGILITY

Self-checkout, The Goods @ ATL

Vino Volo @ STL

We witnessed and appreciated the true depth of our airport partnerships this past year and are looking forward to continually working together to navigate through the pandemic and prepare for the future.

paradieslagardere.com

Hip & Humble @ SLC

order@

kiosks

BY CAROL WARD The outlook for global travel may look bleak at the moment, but the longer-term expectation is positive, with a return to international travel being fueled by wanderlust from travelers under age 40, according to Johanna Bonhill-Smith, travel and tourism analyst at GlobalData. Bonhill-Smith says the travel rebound will be emboldened by increasing reliance on technology to enable a frictionless passage through the airport. “I think one of the most critical aspects for travel’s recovery will simply be to make each individual journey as simple as possible – an area where the digitization of processes is major point for consideration,” she says.

A X V IR T U A L S U M M I T GUIDE 2 0 2 1

GlobalData polled travelers in the first week of December and found that confidence in traveling internationally was beginning to expand, driven by younger consumers. The survey found that both GenZ and Millennials were the most confident, with 32 percent of GenZ and 37 percent of Millennials saying they would consider booking an international trip soon, compared to 16 percent of Baby Boomers and only 11 percent of the Silent Generation. “The younger generations will be critical in the recovery of international travel while the older generations will need a bit more time,” Bonhill-Smith says. The travel will be leisure driven to some extent, but Bonhill-Smith expects the emergence of a hybrid travel type. “There’s going to be the the ability to work remotely in a different destination,” she says. “I think blending a trip between leisure and work will be easy, and many destinations are allowing tourists to stay for a certain number days and explore. For business travel, it’s clear that younger generations will be the most confident in doing it and they’ll be blending it with a desire for leisure travel.”

In The Airport While in the airport, travelers’ interactions with concessionaires will likely be far more reliant on technology than they were pre-pandemic. In fact, GlobalData’s survey indicated a reluctance for traditional cash transactions. GlobalData’s COVID-19 Recovery survey found that 50 percent of GenZ and 60 percent of Millennials, 56 percent of GenX, 49 percent of Boomers and 47 percent of Silent Generation identified they would opt to pay for products and services only with cards or using their mobile phones, rather than using cash, Bonhill-Smith shared. That’s likely to expand further as technology is further integrated into the entire passenger experience from curb to gate. A touchless journey is within reach, according to Tony Chapman, senior director marketing, product management and strategy for Collins Aerospace. “It’s all about enrolling your identity in some platform, and then using this identity to pass through the various check points without having to exchange documents or place documents on readers,” Chapman says. Martin Bowman, director, aviation digital assets at Deloitte agrees. “One positive, if there is such a thing, to come out of this pandemic is that COVID has been a catalyst for digitalization,” he says.

Johanna Bonhill-Smith, travel and tourism analyst at GlobalData.

Tony Chapman, senior director marketing, product management and strategy for Collins Aerospace.

The emergence of a biometric token is expected to allow a traveler to traverse an airport without producing documents at the various checkpoints. Identity will be verified through a facial scan and pertinent documents, like passport and boarding pass, will be uploaded to that token. While not at the forefront at this time, financial information could be added so that passengers could make in-airport purchases through that token. Health credentials are also in play, and more pressing as the world begins to emerge from the pandemic. Chapman says health information could be integrated into that digital token. “The world seems to be divided about whether they’re going to give vaccine passports, but nevertheless, you’re going to have to prove that you’ve had a vaccine or, more immediately, prove that you’ve had a negative COVID test,” he says. While noting the complicated nature of the efforts to streamline and create a single standard for vaccine or testing results, Chapman says ultimately the information will be merged into a single token biometric tool set, which will be under the control of

Martin Bowman, director, aviation digital assets at Deloitte.

the passenger. Of course, some passengers will opt out of a biometric-enabled journey. For them, the process needs to be as straightforward as possible with limited interaction with agents or officials who are reviewing the documents necessary for travel. In fact, Bowman says expected requirements for proving testing or vaccination as a prerequisite for international could be a catalyst for more rapid adoption of the entire digital approach to passenger processing. “We’re hopeful that we’ll see the adoption of digital health care passports, that acting as an accelerant for the further adoption of seamless processing,” Bowman says. “If it is seen as an enabler to recover the industry and give people the confidence to come back to the skies and back into the airports, it’s obviously a big benefit.”

Impact On Concessions Once borders are open and passengers are again free to travel when and where they want, what will they demand from airport

CONFIDENCE IN

TRAVELING INTERNATIONALLY IS BEGINNING TO HEAL

both GenZ and Millennials were the most confident. 32% of GenZ and 37% of Millennials agreed they would consider booking an international trip soon compared to 16% of Boomers and only 11% of the Silent Generation. Source: GlobalData (GlobalData’s COVID-19 recovery survey was conducted December 2-6, 2020).

A X V IR T U A L S U M M I T G U IDE 2 0 2 1

concessions programs and how will those demands differ from pre-pandemic wants? Suzy Badaracco, president of Culinary Tides, Inc., an Oakland Park, Florida-based trends forecaster for the food industry, says people, particularly younger consumers, will be looking for three things in the post-pandemic restaurant world: cheaper, on-the-go and shareables. “The number-one driver is going to be budget and that will dictate everything,” Badaracco says. “Let’s say they have five restaurants in the airport to choose from. They’re not necessarily going to choose their favorite because the food is not going to be the primary driver. The actual primary driver is ‘can I afford it? And is it available – can I get it before I get on the flight?’ Then safety is also a factor.” Budget has always been a key driver, she adds, but more so as the economy falters due to the pandemic. “Even if the person didn’t lose their job, there is this immense overwhelming fear that they’re going to lose their job. Right now, 57 percent of people feel that someone in the household will lose their job because of the pandemic in the next 12 months.” Specific food choices will also be influenced by the pandemic. Typically, in non-pandemic years, broad population food trends are dictated by larger phenomena, such as hot travel destinations, emerging music styles and other pop culture factors. So, for example, if African safaris grew more popular in a given year, the growing popularity of African food would follow. Over the past year, travel themes have focused on solitary or minimal-interaction endeavors

Suzy Badaracco, president of Culinary Tides, Inc.

such as camping or visiting national parks. As a result, cowboy cuisine will likely thrive in the coming months, Badaracco says. She also expects the trends that were emerging in early 2020 – ceviche, ramen, poke, toasts, mocktails, all-day breakfast and others – to still have staying power after the dormancy of the past year. Within the airport, which food and beverage outlets thrive depend on a range of factors. The general thinking among aviation consultants is that leisure traffic is poised to return at a much quicker pace that business travel. That reality could impact individual operators in an airport terminal differently. Badaracco, who also studies travel trends, says business travelers have unique habits. “Research has shown business travelers are much more likely to eat breakfast versus non-business travelers,” Badaracco says, making the case that certain day parts might come back more quickly than others. Business travelers are also likely to be using an expense account while leisure travelers foot the bill themselves. Because of that, higher-end restaurants may struggle in the early part of the recovery.

CASH-BASED SERVICES

MAY ACTUALLY BE ‘ON THE OUT’ FOR ALL GENERATIONS GlobalData’s COVID-19 Recovery survey found that 50% of GenZ and 60% of Millennials, 56% of GenX, 49% of Boomers and 47% of Silent Gen identified they would opt to pay for products/services only with cards or using their mobiles rather than using cash. Therefore, contactless payment options are likely to be welcomed by all.   Source: GlobalData

A X V IR T U A L S U M M I T GUIDE 2 0 2 1

Cuisine preferences might also shift. Pre-pandemic, many airport food and beverage locations had shifted at least part of their offering to healthier-for-you options. “Business travelers often eat healthier because it’s like a normal lunch – it’s not necessarily for pleasure,” she says. “Whereas for leisure travelers, it’s part of the vacation experience.” In terms of technology associated with restaurant ordering, Badaracco differs from many experts in that she believes people will revert to old-fashioned, customer servicedriven interactions once the pandemic cloud has lifted. Utilization of frictionless technology will “uptick an extent when everything calms down” and there will be a higher percentage of people who typically order online or engage in touchless transactions than there were pre-pandemic. “But the ones who were forced into it, which is the majority of the population, are going to go back to their old behaviors because they liked their old behaviors. They didn’t want to be forced into this at all,” she says. Travel retail is expected to see even bigger changes over the next couple of years. Lewis Allen, senior director at London-based Portland Design Associates, has studied passenger behaviors as travel begins to ramp up again and sees shifts in the expectations for travel retail. Brands that have little public awareness, with physical retail the only avenue for engagement, are losing favor, Allen says. Successful airport brands in the future will likely need to offer the “whole 360-degree journey” to appeal to travelers who are purchasing online more than ever before. Brands will need to offer both online and offline customer engagement, with the latter being facilitated in airport retail and other venues. “There’s going to be this mix between sometimes interacting online, sometimes offline, but the point is that you’ve got to be able to deliver a great interaction, a great

Lewis Allen, senior director at London-based Portland Design Associates.

exchange and great engagement in both areas for customers,” Allen says. Brands ideally suited for airports “have a really strong audience or customer base that dips in and out of online and offline and just sees it as one continuous journey.” The ongoing challenge with local and national brands in airports is transitioning the thinking to a hybrid retail/advertising offer. “Airports have incredibly valuable audiences,” Allen says, adding that brands need to start thinking in terms of the value of brand exposure in airports, not just brand transactions. “We are increasingly shifting away from this idea of thinking of passengers as passengers and then turning passengers into customers, [and instead think of] the passengers as your audience,” he says. You have that audience with you for a certain amount of time and you can give them a great show and a great experience in the airport, and before the airport and after the airport as well. Thinking of passengers as an audience provides “a new opportunity to engage with

that audience and to monetize that audience based on what you do with them, not just what you sell them, but what they look at and engage with, rather like in the advertising sense,” he says. Given the shift in how passengers engage with a brand, a shift in revenue model might be warranted. “I think everyone understands that [passenger habits today are] radically different, but the way that we’ve been modeling the future is still using the metrics of the past,” Allen says. Sales are one metric, but “halo” benefits of customer recruitment and engagement with a brand are also relevant. “I think that we’re at an impasse at the moment,” he continues. “If you believe that the future can be predicted in terms of revenue by using metrics the revenue models of the past, then we think there’s an issue around that because the revenue models are already shifting. That’s why companies or businesses are going bust.” The airport real estate, he says, is not worth what it once was. “I think we really need to evolve the existing revenue possibilities. Not completely

remake – there are always going to be transactions and buying opportunities – but to layer in additional revenue.” The global brands most suited to such a hybrid experiential-transactional approach are certainly prevalent in many major airports across North America, but the focus among airports and concessionaires in recent years has been to bring in local brands to help create a sense of place. Allen says those brands will remain crucial to an airport offering but suggests that airports should perhaps provide the platform or space – stepping away from traditional contracts – to ensure those brands thrive in the terminal environment. “We need to facilitate and make it easier for our small niche, boutique brand and local entrepreneurs to show up in the airport to be there in a confident way,” he says. Contracts might be shorter and agreements altered, allowing more companies to showcase what the city or region has to offer. While such an approach can be disruptive behind the scenes, “we welcome this idea that experimentation is key because it keeps it fresh for us as an audience or as a customer.”

A X V IR T U A L S U M M I T G U IDE 2 0 2 1

SP ONSOR S AIRPORT EXPERIENCE NEWS WOULD LIKE TO E X P R E S S I T S GR AT I T UDE T O T HE C OMPA NIE S SPONSORING THE AIRPORT EXPERIENCE V I R T U A L S U M M I T 2 0 2 1.

Their generosity helps AXN provide a quality virtual experience. Please join us in thanking the following companies.

AIRPORT EXPERIENCE® VIRTUAL SUMMIT MARCH 2 & 3, 2021

CXE CXE inspires organizations to design and deliver employee and customer experiences that boost employee engagement, spark customer delight and drive organizational success. CXE has proven, award-winning success in organization-wide customer service culture initiatives, employee and leadership training, mystery shopping, coaching, and employee recognition and appreciation programs. For more than 25 years, CXE has partnered with hundreds of prominent airport, retail, hospitality, sports and recreation clients.

AIRPORT DIMENSIONS We understand how the spaces we create affect the quality of travelers’ time at the airport. From a brief stopover to a leisurely wait, we aim to deliver great value to our travelers. By designing, building and operating airport spaces for lounge and other physical and digital experiences, we seek to enrich a traveler’s visit while also helping airports become more competitive, retain airlines and generate more revenue.

DELAWARE NORTH Delaware North is one of the world’s top airport dining and retail companies, operating in more than 30 airports around the world and managing 250-plus brands in more than 300 restaurants and retail stores. Our expertise has helped us land in some of the most prestigious airports in the world, including Los Angeles International Airport (LAX), Hartsfield-Jackson Atlanta International Airport (ATL), London Heathrow Airport (LHR) and Sydney Airport (SYD).

AREAS UNITED STATES Headquartered in Miami, Areas United States has grown substantially since it entered the U.S. travel market in 2006 with a contract at Miami International (MIA). Since then, the company has expanded its reach to 11 airports, as well as turnpikes and travel plazas. Parent company Areas operates more than 2,100 points of sale across 12 countries in Europe and the Americas. Areas offers a broad range of services designed to meet the specific needs and expectations of domestic and international travelers. This unique approach combines the best in contemporary cuisine with comfort for travelers in airports, railway stations and motorway service plazas.

FOCUS BRANDS Focus Brands is the company of choice in providing branded solutions to airport authorities, developers and concessionaires. We boast approximately 175 airport locations in over 80 airports worldwide.

THE GROVE, INC. CANTEEN CANTEEN Spirits is a 5% ABV line of canned vodka and soda drinks that are made with real vodka, sparkling water, and all-natural flavor. CANTEEN is 0 sugar, 0 carbs, 0 sodium, gluten-free and only 99 calories per can. The products are available nationally and offer an ideal option for travelers looking for healthy refreshment and taste on the go. For more information, please visit drinkcanteen.com. Follow us @CanteenSpirits on Instagram.

A X V IR T U A L S U M M I T GUIDE 2 0 2 1

The current collection for The Grove, Inc. (TGI) includes more than 20 brands in almost 50 locations, serving 9 million guests annually. Our expansive portfolio includes strategic partnerships across the board in food and beverage, from quick service to bars and casual dining. Expert brand selection and placement help to maximize profitability and maintain high sales volumes. We take pride in our dedicated team members, strong brand alliances, and non-traditional venue partners. With us, you can always depend on quick and easy access to top level management and support staff, exceptional operations and award-winning customer service.

SP ONSOR S

AIRPORT EXPERIENCE® VIRTUAL SUMMIT MARCH 2 & 3, 2021

HIGH FLYING FOODS

QDOBA

High Flying Foods is a boutique, family-owned and -operated company redefining the art of airport dining. Within each community, we partner with relevant restaurants and celebrated chefs to showcase their pure culinary vision, bringing them to airports in their purest form – no dilution, no cutting corners, no compromises. With a keen eye for detail, our team goes above and beyond to execute this collaborative vision to exceed the expectations of passengers and to provide an exceptional guest experience. With passionate and involved leadership, we are pioneering and innovating in the changing airport world, bringing only the best quality and delivering at the highest level.

Qdoba has been serving freshly prepared, flavorful Mexican inspired fare since 1995. With more than 750 locations in 47 states, our footprint and loyal fan base are some of the reasons we’re a leading brand in the Mexican fastcasual restaurant space. We are currently 52% franchise owned and operated, including special venue and non-traditional locations within airports, higher education, medical, military, government, malls and travel plazas across the U.S. Qdoba has 13 locations within 12 airports. Spanning a variety of dayparts, from breakfast to late night and everything in between, we appeal to a broad range of demographics. By offering the most ingredients in the Mexican restaurant space we keep guests coming back for more.

HMSHOST

SERVY

Global restaurateur HMSHost is a world leader in creating dining for travel venues. HMSHost operates locations all over North America, and is part of Autogrill Group, the world’s leading provider of food and beverage services for people on the move. Visit HMSHost.com for more information.

Servy is the enterprise self-service platform for hospitality. Founded in 2014 and launched in 2015 as an airport digital commerce app called Grab, Servy has since expanded the platform and grown outside of airports to provide selfservice solutions to hospitality companies of all sizes and venues including airports, rail stations and sports arenas. With a presence in more than 60 airports across the U.S., Europe, the Middle East and Asia Pacific, the Grab app is now the largest omnichannel airport e-commerce platform. Learn more about Servy, the Grab Airport Marketplace and our suite of enterprise self-service solutions for hospitality at www.servy.us.

PARADIES LAGARDÈRE A leading retailer and restaurateur in North America, Paradies Lagardère operates more than 950 retail stores and restaurants in just over 100 markets. With a vast collection of international, national and local brands in our portfolio, our Retail Division offers an eclectic array of specialty retail and travel essentials solutions while our Dining Division showcases the popular Vino Volo brand, as well as full restaurants, quick serve restaurants, bars, markets and coffee brands.

VRH CONSTRUCTION VRH Construction was founded in 1958 with a single-minded vision to serve the construction needs of the aviation industry. Today, we are a recognized leader in preconstruction, general construction, construction management, passenger boarding-bridge installations, aviation concession construction and design-build services. VRH has successfully provided thousands of aviation construction solutions with proven results. Along with proven expertise comes an unequalled reputation for meeting the aviation industry construction needs with exceptional, proprietary methods. Vast experience and extraordinary skill allow VRH to pride itself in always being proactive, adaptable, and readily available for its clients.

A X V IR T U A L S U M M I T G U IDE 2 0 2 1

MEE T T HE

SPE A K ER S

AIRPORT EXPERIENCE® VIRTUAL SUMMIT MARCH 2 & 3, 2021

THE AIRPORT EXPERIENCE VIRTUAL SUMMIT BRINGS TOGETHER INDUSTRY LEADERS FROM NORTH AMERICA AND ABROAD.

This group of individuals represents some of the many airports, concessions and services leaders seeking a path toward recovery and revitalization of the industry. Over two days of digital programming, they’ll share best practices, discuss new growth strategies and help lay the groundwork for the industry’s future.

LEWIS ALLEN

SENIOR DIRECTOR PORTLAND DESIGN ASSOCIATES With a background in branding and design, Lewis Allen has more than 30 years of design consultancy experience in roles including company director, brand strategist, creative director and project designer. Allen leads design projects to define and translate a clear vision for the customer experience into shopping journeys that span channels and touchpoints. With a future-ready perspective for commercial activations, Allen is a strong champion of experiences crafted for emerging and new consumer behaviors. He has worked extensively in the travel and domestic retail sectors for a wide range of categories including confectionery, fashion, grocery, multi-category, tobacco, liquor, beauty and financial retail, as well as food and beverage concepts from fast-casual to fine dining.

CARLOS BERNAL CEO AREAS USA

Carlos Bernal is CEO of Areas USA, which he joined in 2020. He has 30 years’ experience in the hospitality industry, gaining a wealth of expertise in managing high-growth companies, corporate repositioning and on-the-ground operations within multiple business venues encompassing a broad range of restaurant concepts for private and publicly held companies. At Areas USA, Bernal has been responsible for spearheading several initiatives within the organization to support the overall broad business strategy. Bernal previously was president of Delaware North Sportservice. He has also held senior leadership positions at Westfield, HMSHost and Wagamama.

A X V IR T U A L S U M M I T GUIDE 2 0 2 1

ROCHELLE (CHELLIE) CAMERON CEO PHILADELPHIA INTERNATIONAL AIRPORT

Rochelle (“Chellie”) L. Cameron is the CEO of the Philadelphia International Airport (PHL) and the Northeast Philadelphia Airport (PNE). She oversees the planning, development and administration of all activities for the city of Philadelphia’s Division of Aviation. Cameron has been a member of the airport’s leadership team since 2011. Previously, she spent 13 years with the Metropolitan Washington Airports Authority (MWAA) and served for seven years as an activeduty officer in the United States Air Force and one year as an Air Force civilian employee. Her leadership roles in the airport industry and local community reflect her passion for the role airports play in connecting communities with the world, growing local economies, and developing diverse and inclusive employee teams.

LEO CARRINGTON

EUROPEAN TRAVEL AND LEISURE LEAD CREDIT SUISSE Leo leads European travel and leisure research at Credit Suisse based in London, namely the hotel, catering and concessions subsectors having previously covered industrials. Leo has extensively covered themes such as corporate travel and return to the office, as well as potential aviation value chain disruption in his research. Leo is a chartered accountant (ACA) and has a BSc from Imperial College London and MSc from the University of Oxford.

COMPANY

Connecta: Enhancing Traveler Experiences and Growing Airport Revenue ADD A FLIGHT

For Your Journey

Order Food

HOME

In 2020 Airport Dimensions launched our digital airport platform Connecta, enhancing our ability to integrate physical and digital airport experiences to benefit both airports and travelers. Connecta is Airport Dimension’s e-commerce and relationship management platform; offering airports a fast and future-proofed approach to engaging travelers, building loyalty and shaping traveler performance.

Order Duty Free

It combines leading-edge technology, relationship and commerce platforms and commercial and relationship models designed to support both travelers and airports. All accessible to the traveler via their mobile phone.

ALERTS

Connecta integrates airport wide e-commerce into a single user interface and provides the basis for an airport relationship and loyalty management, along with real-time dialogue and messaging.

How Connecta helps airports and travelers

Frictionless commerce making purchases digital, easy and more profitable

A connected relationship with travelers building knowledge and loyalty

A seamless experience allowing for touch-free and stress-free airport navigation

Access to valued space and experiences, ensuring travelers feel relaxed and safe

Deeper insights, through big data, driving customization and shaping incremental revenue delivery

Working together, driving innovation

Contact:

airportdimensions.com/connecta

connecta@airportdimensions.com

MEE T T HE

SPE A K ER S DAVID CHARLES

PRESIDENT AND CHIEF OPERATING OFFICER MARSHALL RETAIL GROUP David Charles serves as president and chief operating officer of Marshall Retail Group. He is a strategic consumer and marketingdriven executive with 30-plus years of experience in the airport and travel retail sector. Charles has global experience across finance, operations, business development and general management, and his direct reports include store operations, visual merchandising, marketing, design and construction. Previously, Charles was at DFS Group, where he served in various roles culminating as the regional president for the Pacific Division

JUSTIN ERBACCI

CEO LOS ANGELES WORLD AIRPORTS

Justin Erbacci serves as the CEO for Los Angeles World Airports (LAWA). He has been with LAWA since 2016 and was appointed CEO in 2020. As CEO, Erbacci has oversight of Los Angeles International (LAX) and Van Nuys (VNY) general aviation airports. He leads the team responsible for transforming LAX into a world-class airport for the modern traveler, and his responsibilities involve managing more than $14 billion in programs to revolutionize how guests access the airport, to modernize all of LAX’s terminals and to significantly improve operations, retail, food and beverage and the overall guest experience. Prior to his full-time appointment, Erbacci served as interim CEO for the first six months of 2020. Other roles held roles at LAWA include chief operating officer and chief innovation and technology officer. Prior to joining LAWA, Erbacci was vice president of customer experience and technology for Star Alliance. He has also held roles at Credit Suisse, United Airlines, Reese McMahon LLC, Cambridge Management Consultants, and Deloitte Touche Tohmatsu, and has practiced law as a civil rights defense litigator.

AIRPORT EXPERIENCE® VIRTUAL SUMMIT MARCH 2 & 3, 2021

CHRIS GWILLIAM

VICE PRESIDENT OF BUSINESS DEVELOPMENT AIRPORT DIMENSIONS Chris Gwilliam serves as vice president of business development at Airport Dimensions, responsible for leading and expanding all business development and client management activities. With roughly two decades of experience in the hospitality industry, he leads all growth strategy initiatives in the Americas. Chris has always worked in fast paced innovative concepts that are focused on continual guest experience improvement. His primary objectives are to continually strengthen Airport Dimensions competitive position and identify strategic partnerships that support network and revenue growth.

STEVE JOHNSON PRESIDENT AND CEO HMSHOST

Steve Johnson is president and CEO of HMSHost, a global restaurateur with operations in more than 120 airports around the globe and at more than 80 travel plazas in North America. The company has annual sales of more than $3.5 billion and employs approximately 41,000 associates worldwide. Johnson joined HMSHost in 2000 as executive vice president of business development. During his tenure, Johnson has led the winning and/or extending of major airport and motorway contracts, as well as the evolution and enhancement of HMSHost’s restaurant portfolio. Prior to joining HMSHost, Johnson served as director of Westfield Concession Management Inc. helping to create their airport entry strategy. He also worked in shopping mall development and management for several Washington area regional shopping centers. Johnson serves on boards of the National Restaurant Association and the HMSHost Foundation.

RAYMOND KAYAL

PRESIDENT, CEO AND CO-OWNER NEWSLINK GROUP

ROBERT FIRPO CAPPIELLO

EDITOR-IN-CHIEF HOSPITALITY TECHNOLOGY MAGAZINE Robert Firpo Cappiello is editor-in-chief of Hospitality Technology Magazine. Robert is a multi-platform media professional with experience in print, digital, television and live events. Prior to joining Hospitality Technology, Robert was the long-time editor-in-chief at Lonely Planet’s Budget Travel and has held senior editorial positions at Food & Wine, Men’s Journal, Natural Health, and Remedy Health Media.

A X V IR T U A L S U M M I T GUIDE 2 0 2 1

Raymond Kayal is the president, chief executive officer and coowner of the NewsLink Group of Affiliated Entities, a Miami-based airport retail concessionaire established in 2004. NewsLink and its affiliates currently operate over 40 newsstand, news/gift, news/book, sundries, specialty retail and café concessions at Miami International Airport (MIA), Tampa International Airport (TPA), Boston-Logan International Airport (BOS), Dallas/Fort Worth International Airport (DFW) and Nashville International Airport (BNA), employing over 400 people. For the six years prior to establishing NewsLink, Kayal was a vice president of Sirgany Enterprises, Inc., a family-owned business. Prior to joining Sirgany, Kayal was an attorney in the Miami office of the international law firm of White & Case LLP.

BRINGING FLAVOR TO AIRPORT LIFE

For more information contact Mary Richardson, Director License Operations and Development. mary.richardson@qdoba.com 972-467-2986

MEE T T HE

SPE A K ER S JEFF LIVNEY

CO-FOUNDER AND CHIEF EXPERIENCE OFFICER SERVY Jeff Livney is a co-founder and the chief experience officer (CXO) at Servy, which launched in 2014 as an airport digital commerce app called Grab. He oversees commercial partnerships and business development as well as product development, operations and guest experience. His vision of technology as part of hospitality has led to the evolution of the company, which now is called Servy, and provides much more than simply the ability to grab food on the go at the airport. Through Livney’s leadership, Servy has branched into all areas of hospitality and developed the omni-channel line of guest-facing digital products that they have today.

LANCE LYTTLE

AIRPORT EXPERIENCE® VIRTUAL SUMMIT MARCH 2 & 3, 2021

JAMIE OBLETZ

PRESIDENT, TRAVEL DELAWARE NORTH Jamie Obletz was named president of Delaware North’s travel division in January 2020. He is responsible for providing oversight and strategic direction for the company’s portfolio of 24 airports throughout North America. Obletz previously served as the company’s senior vice president of corporate development, leading Delaware North’s growth and strategic investment efforts across all its subsidiaries in the travel, sports, gaming, parks and resorts, and international sectors, including the 2019 acquisition of Creative Food Group, which added more than 30 restaurants across five airports to the company’s portfolio. Prior to joining Delaware North in August 2016, Obletz worked in New York City as an executive director in the investment banking division at J.P. Morgan. He began his career in 2003 with M&T Bank in Buffalo as a banking officer and part of its highly regarded Management Development Program.

MANAGING DIRECTOR SEATTLE-TACOMA INTERNATIONAL AIRPORT Lance Lyttle is the managing director for Seattle-Tacoma International Airport (SEA). Before joining Port of Seattle, Lance was chief operating officer for Houston’s three airports and assistant general manager at Hartsfield-Jackson Atlanta International Airport (ATL). A growthoriented executive, he has led strategic development efforts of $5B at Houston airports, and played a key role in the $6B development in Atlanta. Currently, he leads a multibillion dollar terminal revitalization program including an international arrivals facility, renovating the north and south satellites, and upgrading the baggage handling system. In 2017, he was elected to the Board of Directors of Airports Council International. Lance holds a B.Sc. in Physics and Computer Science and a M.Sc. in Management Information Systems.

MELISSA K. MONTES

GREGG PARADIES PRESIDENT AND CEO PARADIES LAGARDÈRE

Gregg Paradies is president and CEO of Paradies Lagardère, a leading airport travel retailer and restaurateur in North America with more than 950 stores and restaurants in approximately 100 airports. With expertise in international, national and local brands, Paradies Lagardère works with airport, brand and supplier partners to create memorable and positive experiences for today’s travelers. Gregg is responsible for the company’s overall business and ensuring Paradies Lagardère continues its strong tradition of providing exceptional customer service, superior design, and award-winning store and restaurant operations and management. Prior to his appointment as president and CEO in June 2004, Paradies held a number of roles within the organization.

PUBLISHER AIRPORT EXPERIENCE NEWS Melissa K. Montes is publisher of Airport Experience News. She joined Airport Experience News in 2013 as director of business development and marketing, became portfolio director in 2019 and was named publisher the following year. Montes is responsible for the overall strategic vision of Airport Experience News, the Airport Experience Conference and other company-hosted events. She leads the AX team in hosting an unparalleled networking and education opportunity for airport and concessions executives, supported by the AX News magazine and other media. She is also host of the informative AXiNsights webinar series. Prior to joining AXN, Montes was director of account services at Ryan William’s Agency and also held other advertising positions.

A X V IR T U A L S U M M I T GUIDE 2 0 2 1

BRIAN QUINN

EXECUTIVE VICE PRESIDENT, COO HUDSON Brian Quinn is executive vice president and chief operating officer of Hudson. In this role, he is responsible for the strategic direction and performance of more than 1,000 stores across North America. Previously, Mr. Quinn served as vice president of operations from 1992 to 1996, as well as general manager of Hudson’s LaGuardia Airport (LGA) operations. Prior to joining Hudson in 1991, Mr. Quinn held positions as regional vice president at the Rite-Aid Corporation, regional vice president at Faber Coe & Gregg, and general manager of WH Smith’s New York City operations.

MEE T T HE

SPE A K ER S BRIAN D. RYKS

EXECUTIVE DIRECTOR AND CEO METROPOLITAN AIRPORTS COMMISSION Brian D. Ryks was appointed executive director and CEO of the Metropolitan Airports Commission (MAC) in May 2016. He is responsible for the administration and management of Minneapolis St. Paul International Airport (MSP) and the MAC’s six reliever airports. Prior to his role at MSP, Ryks was executive director and CEO of the Gerald R. Ford International Airport (GRR) in Grand Rapids, Michigan. Ryks has also served in executive positions at the Duluth Airport Authority and other, smaller airports. He currently serves on the Airports Council International – North America (ACI-NA) Board of Directors, is chairman of the ACI Audit Committee, represents ACINA on its World Governing Board and is a member of the American Association of Airport Executives (AAAE) Policy Review Committee.

AIRPORT EXPERIENCE® VIRTUAL SUMMIT MARCH 2 & 3, 2021

ANDREW TELLIJOHN

SENIOR REPORTER AIRPORT EXPERIENCE NEWS Andrew Tellijohn is a senior reporter for Airport Experience News. His experience in the airport and concessions industry spans 16 years, covering concessions, governmental affairs and diversity issues for Airport Experience News magazine and other media. Tellijohn is also host of the popular AXiNsider podcast. In addition, Tellijohn plans and delivers a range of sessions and educational events for the annual Airport Experience Conference and other company events. He previously was a reporter for a Minneapolis-based business newspaper.

CAROL WARD

EDITOR-IN-CHIEF AIRPORT EXPERIENCE NEWS

MICHAEL SVAGDIS CEO SSP AMERICA

Michael Svagdis has led SSP America since his appointment to CEO in 2014. Svagdis is a leader in the food service industry renowned for his ability to drive corporate growth through a focus on people and building a strong culture. He is dedicated to culinary innovation, operational improvements, driving standardizations and aligning strategies with the company’s overarching business goals. Before joining SSP America, Svagdis served as chief executive officer for Eurest Dining Services, a division of Compass Group and a leader in large-scale employee dining services for major global corporations. He also held a range of increasingly senior positions for Morrison Healthcare, also a division of Compass Group, culminating with his appointment as president of the company.

Carol Ward is the editor-in-chief of Airport Experience News. She has been writing about the airport industry for more than 20 years, chronicling the evolution of airport concessions and services and their impact on the traveler experience. Ward holds overall responsibility for the editorial content produced and distributed by Airport Experience News, including the Airport Experience News magazine, video interviews, podcasts and other media. She also is responsible for planning and delivering the sessions and educational events for the annual Airport Experience Conference and other company events. Ward previously was a senior editor for a national wine and spirits trade magazine.

A X V IR T U A L S U M M I T G U IDE 2 0 2 1

Safe Travels It’s a sentiment we’ve all shared with friends, family and colleagues. But today, “Safe Travels” means so much more to us than ever before. It’s the way we do business, and it’s the way forward. Our Safe Travels | Commitment to Care program combines modern service styles and technology solutions with health and hygiene protocols designed to exceed best practices of the U.S. Centers for Disease Control and Prevention. From virtual kiosks to mobile-based payment and ordering platforms, we are unwavering in our commitment to safety, convenience and quality. Simply stated: We go further – so travelers can, too.