Framework and Tools for Incorporating Technologies into Airport In-Terminal Concessions Programs

Airport operators are seeing greater use of technology in their terminal concessions programs. This increased use reflects concessionaires using technology to improve efficiency, a growing customer preference for e-commerce, and airports leveraging their own technologies to better manage their commercial operations. Some airports have started to implement omnichannel ecommerce platforms to deliver an advanced retail experience for passengers. ACRP Research Report 279: Framework and Tools for Incorporating Technologies into Airport In-Terminal Concessions Programs, from TRB's Airport Cooperative Research Program, presents a practical guide for evaluating, selecting, and implementing technology to enhance customer experience, operational efficiency, and revenue generation in airport terminal concessions programs. Supplemental to the report are ACRP Web-Only Document 66: Incorporating Technologies into Airport In-Terminal Concessions Programs: A Primer, an Excel self-assessment tool, and a technical report on the research effort.