As such, the airport is currently in the process of
surveying travelers regarding new food/beverage and
retail and service offerings that will be added as part of
its Terminal 3 modernization program.
The modernization program was launched in October
2013 when the city of Phoenix Aviation Department
received city council authority to enter into a design-build contract with HuntAustin Joint Venture.
HuntAustin will provide a conceptual design of the
project that will be used as a basis to move forward
with a plan and timetable for the overall construction.
This portion of the modernization project is expected
to be completed by late 2014, at which time the aviation
department will return to the city council for authority
to enter into phased contracts for construction.
Construction is scheduled to take place in three
phases and be completed by 2020.
The first phase will include new ticket counters,
baggage carousels and a security checkpoint. The
second component will involve construction of a 15-gate
South Concourse, and the third component will consist
of the complete renovation of the North Concourse.
“The goal of the Terminal 3 modernization program
is to provide a consistent and enhanced customer
experience; to improve facilities using a conservative,
incremental approach; and to create an efficient
terminal for airlines and concessionaires to operate
in,” said airport Special Projects Administrator
“We currently do not know when we will be issuing
an RFP for retail and concessions services, nor do we
know at this point exactly what type of concessions and
retail we want to add,” added Fairbanks. “The goal of
the recent surveys and focus groups was to understand
what people want today, so that we can take that into
account for the long term and build a terminal for
The process of understanding what travelers will want
in the way of new concessions at Phoenix Sky Harbor
involves a three-pronged approach, according to Paula
Kucharz, the airport’s business development manager.
The first step is gathering information from travelers
via online surveys. Kucharz said that during Sky
Harbor’s busiest travel times, surveys were placed
on the airport website’s home page and as a pop-up
window when a traveler logged into the airport’s
“We conducted online surveys in July, October and
February/March,” Kucharz explained. “This enabled
us to survey across a wide variety of travel sectors,
including business travelers, leisure travelers and local
residents who frequently travel in the summer. And, our
Internet surveys are a very quick way of getting a read
on what’s happening in our terminals. We have been
very pleased with the results.”
In addition, intercept surveys have been conducted
in the terminal, including in the gate areas. “This is a
great way to validate traveler demographics and gauge
traveler needs, as we are asking them as they are flying
to their destinations,” Kucharz said.
As a third step in the process, the airport staff will
host focus groups to probe customer feedback and