Editor’s Note: The June issue of Airport Experience News features an interview with Jennifer Aument, the CEO of the New Terminal One at JFK. Below is an excerpt from the interview. For full access to the interview please log in, subscribe, or check your printed edition of the June issue.
The New Terminal One (NTO) at John F. Kennedy International Airport (JFK) is currently under construction. The first phase of the terminal project, including the new arrivals and departures halls and first set of 14 new gates, is expected to open in 2026.On April 1, Jennifer Aument took over as CEO of the New Terminal One. Aument has more than 25 years of experience in developing major infrastructure across the highway, rail, airport, and port sectors. AXN’s Carol Ward spoke with Aument about her vision and goals for the new terminal.
WARD: One stated goal for The New Terminal One is to “set a new global standard for customer experience.” Can you expand on what that means? What is NTO’s vision for the customer experience?
AUMENT: When we think about the customer experience – we call them our guests because they are visiting with us for a time and we really want it to be an extraordinary moment for them – that comes to fruition in lots of different ways. Visually, as you go into the terminal, there is the dramatic nature of the design. [The terminal will be] flooded with natural lights, with tall trees and a bit of an air of Central Park. Then we’ll have this authentic New York experience in the terminal and that’s about high-end luxury shopping experiences. It’s about unique restaurant experiences that reflect the diversity and flavor of the New York market. We want [travelers] to have a journey where they step back and think, wow, this is really an extraordinary part of my trip.
WARD: You’ve partnered with URW (Unibail-Rodamco-Westfield) for leasing the commercial space. What’s your vision for the program?
AUMENT: We’re in a creative stage with URW where we’re looking at how we offer those luxury options that are important for our customers, particularly international customers who spend quite a lot of time in the airport, while also offering that New York sense of place. We were having wonderful workshops on how we celebrate the culture and diversity that we enjoy in the New York area. RFPs are starting to go out, but there’s also interesting work being done around how we make this something different than what customers have experienced in the U.S. before. We actually have zero brand names or partners to reveal to you at this time as we’re just starting the procurement. I will tell you though, I’ve been excited to see such enthusiasm for partners who want to be a part of this terminal.
WARD: Many of the largest concessions operators have expressed concerns about the number of RFPs coming out nationwide this year, as well as the escalating costs of buildout and operations. Are you concerned about whether the RFPs will attract enough interest?
AUMENT: I think it’s consistent with the challenges that any infrastructure provider is facing – you see the impacts of inflation, you see a lot of activity happening in the market. We know partners and vendors have to be picky about the opportunities that they choose to go after. We are very thoughtful about getting input from the market and helping to shape procurements. We’re using creative solutions to widen the net, in terms of the players that we inviting to come and participate – including up-and-coming minority-owned players – to make sure that we can meet the needs of the terminal.
