Page 28 - TFWA World Exhibit 2022 Special Edition

INSIDER

that be nearby or in a remote gate lounge,” still existed with some concession spaces, to passenger flow, seating, bathrooms, and
she says. she admits. Despite the large scale of other services and amenities.”
When the new CEO Phil Washington the expansions, DEN is still very space
arrived last year, he re-stated the intent to constrained when all the functional, Top engagement key to success
enhance the customer experience as part of operational and customer service With a primary focus of optimizing
the airport’s new Vision 100 strategic plan. requirements were factored in. As a result, the commercial potential of the main three
“The concessions Master Plan some of the new concessions had to have concourses at DEN, while delivering
supports this by providing better quality more support space at apron level and less an outstanding and distinctive customer
environments, greater choice and at concourse level. CPI tried to give these experience, CPI worked primarily with
essentially as much concessions capacity locations as much additional space as DEN’s concessions team. But they were
as possible as we plan to meet the growing possible, says Gray. also engaged with the executive leadership
demands of DEN’s traffic,’’ she says. “The new spaces at concourse level team throughout.
are of super quality; strategically placed to “I cannot stress enough how important
Balancing challenges and compromise provide choice to passengers in a superb, the commitment of the airport’s leadership
As airport commercial planners, CPI high quality environment with good service has been to the success of this program,”
is used to compromise, stressed Gray. provisions. There is not a single new unit says Gray. “It would have been very
“Unlike other environments, we that is in a poor location. As planning easy to stick with what they knew. But
understand and accept that our customers consultants we identify and advise airports they recognized that they had a massive
are primarily in the airport to fly on how much concessions space they need opportunity to not just improve the
somewhere, not buy. It’s our job to balance and where it should be located to deliver concessions and customer experience but
that with the airport’s need to generate non- maximum revenues. When compromises create a program that is a benchmark in
aero revenue, and our collective desire to are necessary – and they always are, in North American airports. And they are
deliver a great experience to everyone who airports – we would always rather take doing it.”
travels through our infrastructure.” reduced square feet if it means the space CPI was also plugged in directly to
Even with the expansion, challenges we do have is in the best location relative the airport’s planning and design team and
their own project teams.
“Too many airports work in
Award-Winning Mercantile Dining & Provision at DEN departmental silos; the DEN team
provided the opportunity for CPI and the
introduces “next level” offer concessions team to engage directly with
the architects and engineers designing the
new expansions and we were able to have
important and very respectful discussions
that have had incredible results for DEN
and their airline partners.”
Gray says that CPI has also been
working intensively with the DEN team
to make sure all the existing concessions
spaces can be re-leased in a timely manner.
“The COVID pandemic slowed our
plans, but the concessions team is now
really confident it has a robust program
and will be getting those opportunities in-
market as soon as possible,” she concluded.
“From our perspective as a global
commercial consulting firm, we’ve found
that the airports who had the ability – or
perhaps it was the courage – to stay their
In August, Denver Mayor Michael concept of the same name in Union Square, course during the recent COVID pandemic
B Hancock opened the new Mercantile the unit is ‘next level’ in terms of the fit- are the ones who are recovering faster.
Dining & Provision concept at the center out, the menu offering, the choice it offers Airports such as DEN had the courage
core of Concourse A. – bar, sit-down dining and take-away – and of their convictions; Penny May, Chief
With Mercantile Market, James Beard customer service, says Gray. Commercial Officer and SVP Concessions
Award-winning chef Alex Seidel brings “In line with some of the concessions Pamela Dechant, with the new CEO Phil
a wide-ranging grab-and-go section and Master Plan’s key principles, the unit opens Washington, were integral to the City of
cafe, endless counter seating and quiet up the views to the airfield, letting in loads Denver’s decision to carry on with the
dining areas in 4,500 square feet and an of natural light and views to the planes and major concourse development programs.
open kitchen design that features a 15 seat mountains beyond. It’s a step-change – and This means the airport is so well positioned
Chef’s Counter overlooking Mercantile it’s a statement of intent from the DEN to leverage the return of passengers
chefs preparing each dish to order. team. This is just the beginning!” she says. in record numbers and give them an
An adaption from a downtown experience they can be proud of.’’

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