#United States #New York #JFK Airport #Terminal One #Guest Experience

New Terminal One at JFK Airport Issues RFPs for Guest Services

The New Terminal One at JFK Airport is embarking on an exciting journey, announcing two Requests for Proposals (RFPs) aimed at enhancing the guest experience and providing assistance to passengers requiring special help. These initiatives are an integral part of the terminal's commitment to offering seamless, customer-focused experiences, solidifying its reputation as a premier travel destination.

Investing in an Exceptional Guest Experience

The New Terminal One is a significant element of the Port Authority of New York and New Jersey's ambitious $19 billion project to transform JFK into a world-class airport. This transformation includes new terminals, modernization of existing facilities, and a redesigned transportation network, ensuring every traveler receives outstanding service and accessibility.

Call for Guest Experience Services

As part of the new RFP, the terminal aims to recruit a provider who will enhance guest interaction at various checkpoints throughout the travel experience. The selected company will be responsible for:

• - Recruiting and Training: Selecting and preparing personnel to provide exceptional customer service and professionalism, particularly during busy periods and unforeseen operational challenges.
• - Service Improvement: Cultivating an ongoing enhancement culture through periodic training, service evaluations, and comprehensive feedback initiatives.
• - Collaboration: Working alongside airlines, federal representatives, ground handling services, and retailers to ensure a unified and pleasant experience for all travelers.
• - Performance Metrics: Meeting and surpassing expectations regarding guest satisfaction, while maintaining high safety protocols.
• - Coaching and Monitoring: Guiding personnel in service delivery and ensuring adherence to contract specifications.
• - Innovation in Service: Playing an active role in crafting and executing new initiatives to keep the New Terminal One at the industry's forefront.

Request for Passenger Assistance Services

In addition to guest experience enhancement, a second RFP focuses on securing providers for Passengers Requiring Assistance (PRA) services. This includes providing exemplary support for all guests, particularly those with specific accessibility needs. Key responsibilities will entail:

• - Comprehensive Escorting Services: Assisting PRAs from arrival at the curb to the boarding gate, ensuring regular wellness checks and proficient management of resources.
• - Lounges and Sensory Rooms: Staff will oversee three PRA-designated lounges and the sensory room, ensuring all guests have access to these amenities.
• - Personalized Assistance: Managing advance bookings and on-demand requests for assistance throughout the passenger journey.
• - Collaborative Efforts: Working closely with airlines and support services, as well as handling mobility aids for passengers with diverse needs.

A Vision for an Extraordinary Travel Experience

Marisa Von Wieding, Vice President of Operations for The New Terminal One at JFK, expressed, "Our goal at New Terminal One is to ensure each guest has a memorable experience during their travels. We are excited to partner with innovative organizations focused on exceptional service delivery."

In promoting diversity and community involvement, the New Terminal One development team encourages local entrepreneurs, especially minority, women-owned, and service-disabled veteran-owned businesses to participate in the RFP process. Interested parties can reach out via email to obtain more details on participation, with proposals due by June 11, 2025.

About The New Terminal One

The New Terminal One is poised to redefine international travel, creating a terminal that meets the needs of a modern and diverse traveler demographic. Situated in an area currently occupied by Terminal 1, along with parts of the now-defunct Terminal 2 and Terminal 3, this ambitious project upholds a commitment to sustainable design and exemplary service.

Scheduled for completion by 2030, the first phase of the terminal, featuring new arrivals and departures halls, is projected to open in 2026. Once fully operational, the New Terminal One will boast 23 gates spread across 2.6 million square feet, making it the largest terminal at JFK. The development is made possible through a consortium of partners dedicated to labor equity and the inclusion of local businesses in the construction efforts, with established goals for minority and women-operated business involvement.

To discover more about the New Terminal One at JFK International Airport, visit their official website.