DFW Airport wants to expand concessions in Terminal D

09/02/2014 5:50 PM

09/02/2014 5:51 PM

More duty-free shopping and specialty stores are coming to Terminal D.

Dallas/Fort Worth Airport plans to bid out 20 locations as it aims to refresh the almost decade-old international terminal. The airport approved leases for Coach, Montblanc and Michael Kors stores this year and now wants to make duty-free shopping more accessible for travelers.

“As consumers come through, they’re really going to see that Terminal D is worth the walk,” Zenola Campbell, the airport’s vice president of concessions, said at an airport board committee meeting Tuesday.

DFW plans to expand its concession space in Terminal D by 17,000 square feet and wants to move its duty-free shopping area from the second floor to the main area of the terminal near the security checkpoint entrance for international passengers. Restaurants that want to bid on the new space must provide electrical outlets at every table and provide mobile credit card processing for customers, Campbell said.

DFW is rated the highest for customer service among large airports in the U.S. but is still far behind international airports like Hong Kong and Seoul’s Incheon, DFW Chief Executive Sean Donohue said.

“We have to up our game in Terminal D,” Donohue told board members, noting that the airport is adding more international destinations and passengers.

Results from the airport’s latest customer satisfaction survey also showed declines in scores for cleanliness in the terminals and its restrooms.

As a result, the airport has increased the number of attendants working in several high-traffic restrooms and is testing air fresheners and deodorizing mats.

The airport has also refinished the terrazzo floors in Terminal D and recently began deep-cleaning its escalators.

Overall customer satisfaction scores have declined since the airport began its terminal renovation project a few years ago.

With the construction sometimes making it hard for connecting passengers to move between gates, the airport has added signage and more volunteer ambassadors to help customers find their way to their flights.

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