Redefining Airport Operations, With Passengers at the Center
Modern air travelers have high expectations. They’re looking for facilities that can turn what has traditionally been a stressful experience into one that’s pleasurable, where smart technology is seamlessly integrated, design is intuitive, and the complex workings of a massive airport facility feel streamlined and efficient. Operations are the heart of an airport – and we’re reimagining them to meet the expectations of today’s passengers.
For the optimal airport experience, Vantage takes an integrated approach to day-to-day business that factors in innovative design and upgraded technology while striving for more sustainable operations. It’s how we deliver standout passenger experiences across our global network.
Together with our partners, we’re rethinking how airports are built – with the passenger at the center of everything.
Our Integrated Vision for Redeveloping Airports
Aging infrastructure is an issue for many industries. In aviation, an ever-growing volume of passengers, with higher expectations than ever, demand a greater focus on upgrading or rebuilding. Redeveloping aging infrastructure is a big part of how we’re rethinking airport operations at Vantage. Along with construction expertise, an integrated, collaborative approach is essential to optimizing passenger experiences.
We don’t do things in silos. We get the right people together at the right time and in the right way.
When design is independent of operations, commercial programs, and customer experience strategies, there’s a risk that these areas never fully harmonize with each other. Starting from individual approaches results in disparate airport designs that don’t work well for the overall passenger experience.
A great example of Vantage’s airport design approach is LaGuardia Airport’s Terminal B. Here, we served as the lead in the development process, getting the right experts together at the right time, in the right way.
“The success of LaGuardia Terminal B rested on our ability to align every aspect of the project from design, operations, commercial, airline and stakeholder engagement, and financing to the overall guest experience into a singular vision,” said Frank Scremin, Vice President of Global Operational Services at Vantage Group. “By integrating these elements and driving decisions through the lens of creating an exceptional experience for everyone that used the facility, we turned our ambitious goals into tangible results.”
One such result? Terminal B was the first North American terminal to earn a 5-star rating and recognized in 2023 as the world’s best new airport by Skytrax, which called the terminal a “shining example of creative solution-making, delivered on time and within budget.”
Elevating Passenger Experiences Through Innovation
Exceptional guest experiences should always begin with a clear vision. This is how Vantage ensures all design, operations, and service decisions culminate in measurable impacts. If there is not a clear picture of how the desired outcome looks, feels or is experienced by guests, airport operations can miss the mark entirely.
Each aspect of airport design directly impacts the passenger’s journey at every step. We ensure that our guest services are top notch by leveraging:
- Guest Choice: Offering a choice between self-service and in-person assistance is essential, as not all passengers adopt technology at the same pace. Offering guests choices for how they experience their airport journey is critical, as different individuals have different needs, and those needs can change depending on the nature of someone’s travel. Providing options such as self-service technology, team members that can assist in person, quiet spaces to work, and varied food and entertainment options allow people to curate their trip in a way that meets their own expectations.
- Data-Driven Operations: Access to comprehensive data enables airports to shift from reactive operations to predictive management. It also allows airports to enhance operational efficiency, boost passenger satisfaction, and eliminate friction points before they surface.
Most airports employ thousands of people across various organizations, each playing a role in shaping the passenger experience. Clear alignment on service strategy is essential to ensure that the passenger experience feels seamless. A holistic approach that integrates all aspects of passenger interaction delivers services that are efficient, personalized, and, ultimately, memorable.
Sustainability — It’s Our Path to the Future
At Vantage, we’re working to minimize our environmental impact through meaningful sustainability practices. By 2029, our goal is to achieve net-zero emissions across our airports.
Here’s a few examples of how Vantage is a leader in sustainability at airports:
- Utilize Biomass Heating: At Greater Moncton Roméo LeBlanc International Airport, we are exploring a biomass heating system that uses by-products of forestry maintenance.
- Shift to Electrified Ground Services: By moving away from fossil fuels to electric ground service equipment, everyday operations help us progress toward our sustainability goals. At JFK Terminal 6, JFK Millennium Partners has partnered with FORTBRAND to operate North America’s first-ever pooled electric Ground Support Equipment (GSE) fleet.
- Minimize Greenhouse Gas Emissions and Waste Streams: Lynden Pindling International Airport in Nassau, The Bahamas, was able to reduce greenhouse gas emissions and improve waste streams for improved sustainability.
By embedding sustainability as a core value from the start, Vantage not only reduces its environmental footprint but also aligns with the evolving expectations of travelers.
Building a Future of Seamless, Sustainable Travel
Delivering integrated, innovative passenger experiences sustainably is key to Vantage’s airport operations. By embedding these components from day one, Vantage not only meets the challenges of today but also sets benchmarks for the future of air travel. Through its operational expertise, advisory services, and commitment to guest satisfaction, Vantage is empowering airports to evolve, delivering exceptional value to passengers, stakeholders, and communities alike.
One of my favorite parts about working at Vantage is the ability to harness the talent and capabilities of our diverse teams. By creating transformative solutions for airports worldwide, we’re transforming airports into sustainable, guest-centric destinations for years to come.
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