The New Terminal One, opening in 2026, is a key part of the Port Authority of New York and New Jersey’s $19 billion transformation of JFK into a world-class gateway to New York and the United States. In this deep-dive interview ahead of his participation at FTE Global – the ‘CES of Aviation’ taking place in Los Angeles on 28-30 October 2024 – Simon Gandy, Executive Vice President & Chief Operating Officer, The New Terminal One at JFK, explains the ambition to be among the world’s top five airport terminals.
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The state-of-the-art New Terminal One will be a 2.6 million square feet facility, featuring expansive naturally-lit public spaces, cutting-edge technology, and an array of amenities designed to enhance the customer experience. Plans also include world-class dining and retail, as well as space for lounges, an indoor green space, family-friendly amenities, memorable public art, and a uniquely New York sense of place.
At FTE Global 2024, Gandy will deliver a Special Presentation exploring exactly how the New Terminal One at JFK will achieve its mission to create a new global gateway that will transform travel to New York and the United States from 2026 and beyond. “We have an ambition to be among the world’s top five airport terminals and this drives us to be focused on every aspect of the terminal whether that be its physical form and function, the smart technology that will engage with our passengers and our employees, or how we will work with our many service providers, partners and importantly our airline customers,” Gandy shares. “I hope to bring some of this to life at the FTE Global event in October.”
This bold vision places the passenger at its very heart, aiming to make every experience one to remember – from the moment customers step foot in the terminal until the moment they board their flight. “They can expect systems and facilities to work to provide an engaging experience that puts them at ease, confident that we have their safety and security front of mind so that they can enjoy all that our facilities, retail, dining and engagement have to offer,” says Gandy. “Key to this will be how efficiently the many systems, people and processes come together. Our terminal will also have a strong sense of place unique to New York, offering a world-class experience that this global city has long deserved.”
A unique and exciting commercial experience that is authentically New York
The commercial program for the New Terminal One at JFK was launched earlier this year in collaboration with the Port Authority of New York and New Jersey and Unibail-Rodamco-Westfield (URW) Airports. “At New Terminal One, the commercial experience will be unmatched,” Gandy explains. “Our goal is to create a unique and exciting experience that is authentically New York, while also ensuring a curated mix of luxury brands, premium apparel, New York’s signature global cuisine and experiential categories. The terminal is located in such a special place in the world, and we want to offer customers a taste of Queens, with all five boroughs represented throughout the terminal.”
When fully complete, the New Terminal One will be the largest terminal at JFK, with 23 gates and more than 300,000 square feet of retail, dining and lounge space.
A digital-first terminal with operations and technology on the cutting-edge
As a key part of the strategy, the state-of-the-art New Terminal One will utilise innovative technologies to enhance both the passenger experience and operational efficiency. “Being a digital-first terminal means ensuring that our operations and technology are on the cutting-edge, including critical customer touchpoints, such as baggage handling, security, boarding and at the border,” Gandy explains. “Some of these technologies will include facial biometric boarding, self-service bag drops, and other tools that ensure that the customer experience is intuitive and seamless.”
Robotics, Artificial Intelligence (AI) and the Internet of Things (IoT) are the core focus areas of the FTE Digital, Innovation & Startup Hub in 2024. Gandy recognises the transformational potential of these technologies – from optimising operations and enhancing efficiency to taking the customer experience to a new level. “We will be exploring how AI can help us as we move from operational efficiency to operational predictability, and in conjunction with the Port Authority of New York and New Jersey, how we use data as a terminal community to drive consistency in our guest experiences and continuous improvement in our on-time performance.”
Meanwhile, as biometric boarding becomes a greater part of the passenger experience at airports, the New Terminal One team is excited to see how it can truly enable passengers to move easily through the terminal and reduce inefficiencies for airline partners and airport staff. “We are also exploring how technology can further improve the experience for passengers who require additional assistance, as part of our focus on making the airport experience more inclusive for all travellers,” Gandy shares. “In addition, we are breaking records with our provision of new technologies to make sure our environmental footprint treads as lightly as we can on our environment with the largest rooftop microgrid in New York City and on any U.S. airport terminal.”
FTE Global: “A unique opportunity for industry colleagues to share visions and jointly shape the future of travel”
Looking ahead, Gandy is eager to participate in FTE Global – the ‘CES of Aviation’ taking place in Los Angeles on 28-30 October 2024. “Events like FTE Global present a unique opportunity for industry colleagues to share visions and jointly shape the future of travel as we learn and hear from others about their ideas and innovations. I look forward to seeing old friends in the industry and making new connections, as we work together to shape the airports of the future.”
