March-April 2023 - 34

Multiple seating options inside airport
holdrooms provides travelers options to
ensure a positive experience inside the
terminal.
JOE FLETCHER, COURTESY GENSLER
AB: Privacy continues to be a concern
with biometrics. But coming out of
the pandemic, people are a little
more comfortable with sharing that
information. Did COVID force this
change or are we seeing an evolution
as a society?
TH: I think it's an evolution of society.
It takes time to get us to change the
norm and people are starting to see
the benefits. Look at Clear versus
Pre-Check for example. Clear works
off of biometrics and more and more
people are getting it. Some of that is
attributed to air carriers or credit cards
that will reimburse you for an annual
Clear membership. More people are
enrolling in and now see the advantage
of giving a fingerprint or retinal
scan, having it reconciled against your
boarding pass and then you're done.
AB: How has the technology aspect of
the Terminal 3 project at LAX shifted
seeing as it started pre-pandemic and
has started to open post-pandemic?
TH: It's a pretty substantial project
taking Terminal 2 and Terminal 3 and
combining them into one big facility
for Delta. The pandemic put a different
perspective on technology and what
passengers are looking for. It also presented
opportunities to deploy different
technologies to make the experience
better for the passenger. We've seen
that elsewhere like the FIS project at
San Diego. We were working with
technology that was pretty typical
from what you'd see in today to process
boarding passes and passports and they
changed to all biometrics midstream
to speed things up.
We took advantage of some of those
same opportunities in the Terminal
3 project using technology to tailor
the passenger journey. We tried to
offer more curated experiences in
their premium lounge and to make
things more customized for passengers
to make it easier to go through
the terminal, order concessions off
your phone ahead of time and create
a better passenger experience.
All-inclusive restrooms are a growing trend
in airport operations to provide a better
overall experience for travelers.
JASON O'REAR, COURTESY GENSLER
AB: When it comes to tailoring
these experiences in an airport, are
you designing with just the business
traveler in mind or is there credence
given to infrequent flyers?
TH: It's all-encompassing. And
because of the pandemic, we saw
business travel drop off and it's slowly
coming back. That and a generational
perspective pushes technology to the
forefront. How do you have that
curated journey with what you can
34 \ AIRPORT BUSINESS / MARCH/APRIL 2023
control with technology? It really
starts at your house all the way to the
gate. I actually did that during the
Thanksgiving holiday when I reserved
a parking space in the parking garage
at DFW. I didn't have to worry about
the stress of driving around trying
to find a sport because I had one in
advance. I knew which checkpoints
had wait times of 10 minutes or less
and I knew where the concessions
were relative to my gate.
One of the best statements I've
heard is that the journey starts at
your home, so how can you engage
with your passengers all the way back
at their house? That takes the technology
piece. People want to be on
their phones, they want to check in
and make a reservation on a computer
and they don't necessarily want to talk
to people anymore. So it's up to the
airports and the airlines to creatively
reach out to these people with different
offerings once they get to the airport.
AB: How is passenger behavior
changing with technology implementation
like the eGate?
TH: It's definitely a change. Go back
to self-tagging when they had three
pilots going in the U.S. and the utter
shock people when through about how
it works. Now people prefer to do it.
It's faster and you have more control
because you're doing it yourself. This
is happening in the terminal as a whole.
As an airport designer, I love walking
through airports and just observing.
Hudson put in a concession at
Dallas Love Field called On the Fly.
You go through a gate, you grab the
stuff off the shelf that you want and
you use your phone to pay. You don't

March-April 2023

Table of Contents for the Digital Edition of March-April 2023

Inside the Fence
Industry Update
Chicago Rockford to Expand Future Operations
The Intelligent Apron Becomes Reality
MKE Gate Management Goes Digital
How Technology Can Help Airports Maintain Safe Operations in Harsh Weather Conditions
Small Airports See Big Gains from Multitasking Equipment
More Airports Turn to Autonomous Cleaning Robots to Maintain Cleanliness
How Are Your Passenger Boarding Bridges Doing?
Denver Makes Room for Growth
How Technology is Changing Airport Operations
Airport Guru
Legal Matters
Passive Optical LAN Technology is Paving the Way for Airport Modernization and Sustainability
March-April 2023 - 1
March-April 2023 - 2
March-April 2023 - 3
March-April 2023 - 4
March-April 2023 - 5
March-April 2023 - Inside the Fence
March-April 2023 - 7
March-April 2023 - Industry Update
March-April 2023 - 9
March-April 2023 - 10
March-April 2023 - 11
March-April 2023 - Chicago Rockford to Expand Future Operations
March-April 2023 - 13
March-April 2023 - 14
March-April 2023 - 15
March-April 2023 - The Intelligent Apron Becomes Reality
March-April 2023 - 17
March-April 2023 - MKE Gate Management Goes Digital
March-April 2023 - 19
March-April 2023 - How Technology Can Help Airports Maintain Safe Operations in Harsh Weather Conditions
March-April 2023 - 21
March-April 2023 - Small Airports See Big Gains from Multitasking Equipment
March-April 2023 - 23
March-April 2023 - More Airports Turn to Autonomous Cleaning Robots to Maintain Cleanliness
March-April 2023 - 25
March-April 2023 - 26
March-April 2023 - 27
March-April 2023 - How Are Your Passenger Boarding Bridges Doing?
March-April 2023 - 29
March-April 2023 - Denver Makes Room for Growth
March-April 2023 - 31
March-April 2023 - 32
March-April 2023 - How Technology is Changing Airport Operations
March-April 2023 - 34
March-April 2023 - 35
March-April 2023 - Airport Guru
March-April 2023 - 37
March-April 2023 - Legal Matters
March-April 2023 - 39
March-April 2023 - Passive Optical LAN Technology is Paving the Way for Airport Modernization and Sustainability
March-April 2023 - 41
March-April 2023 - 42
March-April 2023 - 43
March-April 2023 - 44
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