concessions forum covid-19 update · 2020-07-17 · didn't need/want any there were no options...

7.09.2020

Concessions Forum COVID-19 Update

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Zenola Campbell

Vice President Concessions

Welcome

Agenda

Welcome

COVID-19 Update

COVID-19 Procedures

Air Service Updates

American Airlines Updates

New Flight Information

Customer Experience Updates

Communications Update

BDD Update

Closing Remarks

Q&A

Capt. Dustin Jaynes

Epidemiologist

Designated Infection Control Officer

COVID-19 Update

• International, National, and Local

Situation

• DFW Airport Operations

• Characteristics of COVID-19

Agenda

77

INTERNATIONAL, NATIONAL, AND LOCAL SITUATION

Total confirmed cases: ~11,800,000

6% day over day reduction in new

cases and a 31% reduction in daily

deaths since the world’s peak on

April 12.

International Situation

*numbers current as of 7/7/20

Total Tested: 36.8 Million, Total Confirmed Cases: 2.9 Million

54% reduction in new fatalities since our last major peak on April 24.

US Situation*numbers current as of 7/7/20

• Texas Population: ~29 million

• Total Tested: 2.4 million

• Cases continue to increase

• Fatalities continue to decrease

• Metroplex Population: ~ 6.8 million

• Enhanced testing has increased our known cases

• 60% decrease in new fatalities since 7-1-20

Texas Situation*numbers current as of 7/7/20

1111

DFW Screening Operations

DFW Operations

• Travelers arriving at DFW from select international locations

• CDC continues to screen passengers from select “hot spot”

countries

• DFW airport has not transported anyone requiring quarantine or

isolation from this operation.

Catrina Gilbert

Vice PresidentRisk Management

COVID-19 Procedures

Risk Management

Emergency Response Decontamination Services

Concessions Food Preparation Locations

2

NOTIFY DFW AIRPORT CONTACT

• Employee contacts supervisor

• Supervisor contacts DFW contact

Applies to all vendors, concessionaires, contractors, etc.

DFW RISK MGMT. HOTLINE

• DFW will contact Risk

• Available 24/7

• Call (214) 616-0576

COMMUNICATION ALL VENDORS

• Risk contacts the Vendor Contact and Vendor Employee directly to confirm information

SYMPTOMS or CONFIRMED

POSITIVE

• Cough

• Fever

• Shortness of Breath

or

• If the employee tested positive for COVID-19

PRESENTING SYMPTOMS / TESTED POSITIVE

DFW Pandemic Communications Plan for Vendors

i

INFORMATION NEEDED

• Date of symptoms or testing

• Contact Tracing+

• County Residence

+Contact Tracing, where do they work and who

they came in contact with

COMMUNICATIONS& MARKETING

• Executive Notifications

• Internal messaging, including impacted workforce

• External statement

3

Concessions Food Preparation Locations

• The approved decontamination service will

provide immediate response to impacted

locations.

• Onsite coordination and cleaning

confirmation provided by the DFW

Concessions and Risk Management teams.

• Decontamination procedures for

concessionaire food prep locations will meet

regulatory requirements.

• All waste will be disposed at the approved

Environmental Affairs Department onsite

location.


Pre-Decontamination

1. Prior to the emergency response decontamination,

the concessionaire will need to remove any

unwrapped food or other disposable items that should

not be sanitized (e.g. open pastries, unwrapped cups

and lids, unwrapped straws, etc.).

2. It is encouraged for the food service staff to layout

any items that will need to be sanitized by the

cleaning team.

3. If any materials are particularly sensitive to moisture

that is not immediately obvious, provide a note

documenting those items so they can be wet-wiped

with disinfectant wipes instead of being fogged.

1

7

Decontamination Process

1. The cleanup team is under instruction when in a food service location to first sanitize the affected areas, both

porous and non-porous surfaces.

• Any touch surfaces will be cleaned of debris or grime.

• Afterward, the team will provide a final sanitizing pass to make sure anything trapped in the grime is killed.

• Following an appropriate dwell time for the sanitizer to work, the team will wipe down all food service areas, customer

touchpoints, and products likely to be handled by customers with detergent cleaner.

2. Any unwrapped food or disposable items that cannot be sanitized and be safely handled by a customer the next

day, will be disposed of.

• This includes paper-wrapped food items like sandwiches, wraps, etc.

• Packaged-sealed items will remain safe as the disinfectant will not be able to permeate the plastic.

3. Following cleanup of a COVID-19 affected food service location, the location will be ready to restart operations.

• There may be a scent associated with the cleanup that will dissipate over time. The scent may dissipate faster if the area is

allowed airflow, like opening doors.

4. It is recommended that the regular food service team perform their daily cleaning procedures to start the day

following the COVID-19 decontamination cleaning to ensure the area is up to their usual start-of-day standards.

DFW Airport will only allow EPA approved

chemicals to be used in response to the

COVID-19 emergency response

decontamination service.

All chemicals have been approved by the

DFW Airport Environmental Affairs

Department.


1

9

Milton De La Paz

Vice President Airline Relations

Air Service Update

Additional air service resumption in July6 European markets

July service resumption to Asia

PVG service resumes OCT 25

DFW’s largest international market remains intact 17 destinations through out Mexico

International service resuming winter 2020

Proposed service resumption Summer/Winter 2021

Jeff Benvegnu

Vice President Aviation Real Estate

American Airlines Updates

Source: DFW Internal Data

Average departures per day

July Increase

Julie Pagenkopf

Concessions

Flight Information Tools

DFW Mobile App

• Ability to search for airline

• Current day’s schedule

• Sorts by timeApp Home Page

Screen Shot

dfwairport.com/concessions

dfwairport.com/concessionsAirline Name Flight # City Date Sched Time Est Time Gate

American Airlines 2269 Tulsa 2020-07-07 4:30 pm 4:50 pm A29

American Airlines 1607 Cleveland 2020-07-07 4:50 pm 4:50 pm A9

American Airlines 1175 San Francisco 2020-07-07 4:51 pm 4:51 pm A15

American Airlines 3218 Yuma 2020-07-07 7:15 pm 7:15 pm E37

American Airlines 2989 Birmingham 2020-07-07 7:25 pm 7:25 pm E23

American Airlines 3783 Laredo 2020-07-07 7:30 pm 7:30 pm E27

American Airlines 3588 Stillwater OK 2020-07-07 7:30 pm 7:30 pm E29

American Airlines 3966 Garden City 2020-07-07 7:30 pm 7:30 pm E25

British Airways 192 London-LHR 2020-07-07 8:10 pm 8:10 pm D14

Delta 4033 Mpls-St Paul 2020-07-07 4:15 pm 4:15 pm E13

Delta 849 Salt Lake 2020-07-07 5:15 pm 5:15 pm E15

Delta 32 Atlanta 2020-07-07 5:45 pm 5:45 pm E14

Delta 1202 NY - LGA 2020-07-07 6:57 pm 6:57 pm E16

Qatar Airways 730 Doha Qatar 2020-07-07 6:10 pm 6:10 pm D14

Spirit Airlines 734 Detroit 2020-07-07 3:40 pm 3:40 pm E31

Spirit Airlines 2897 Cleveland 2020-07-07 3:56 pm 3:56 pm E33

Spirit Airlines 869 Los Angeles 2020-07-07 5:40 pm 5:40 pm E18

Spirit Airlines 1967 Ft Lauderdale 2020-07-07 6:30 pm 6:30 pm E32

Spirit Airlines 2962 Orlando 2020-07-07 8:04 pm 8:04 pm E32

Spirit Airlines 2869 Atlanta 2020-07-07 8:59 pm 8:59 pm E33

Spirit Airlines 186 Chicago-ORD 2020-07-07 9:25 pm 9:25 pm E31

Spirit Airlines 1971 Phoenix 2020-07-07 11:15 pm 11:15 pm E33

United Airlines 5490 San Francisco 2020-07-07 3:30 pm 3:30 pm E4

United Airlines 331 Chicago-ORD 2020-07-07 4:15 pm 4:15 pm E9

• Excel download

• Remaining flights from

today

• Ability to sort on each

column

• Airline

• Estimated time

• Terminal and Gate

• City

Julio Badin

Customer Service Updates

Senior Vice President

Customer Experience

DFW Airport COVID-19 Tracking Study

July 9, 2020

To understand the state of mind and behaviors of DFW Airport customers during the COVID-19 pandemic, CX is conducting ongoing intercept surveys with travelers in all terminals.

Source: DFW Airport Covid-19 Study. June 1 – 28. N=390.

DFW Customer

Satisfaction Study

(CY2019)

COVID-19 Tracking Study

(June 1 - 14)


(June 15 - 28)

Sample Size (n=10,114) (n=206) (n=184)

Male 56% 41% 41%

Average Age 42 37 37

US Residents 80% 91% 98%

Texas Residents -- 17% 25%

North Texas Residents 20% 11% 18%

The DFW customer mix looks different post-COVID

Source: DFW Airport Covid-19 Study. June 1 – 28. N=390. . *Dwell Time comparison is from the Flight Information study, June 2019.

DFW Customer

Satisfaction Study

(CY2019)


(June 1 - 14)


(June 15 - 28)

Sample Size (n=10,114) (n=206) (n=184)

Connecting 59% 76% 71%

Average Dwell Time

(minutes)119* 141 144

Average air trips

during pandemic-- 2 2

Business Travel 38% 20% 19%

Healthcare Workers

traveling for business-- 2% 5%

The DFW traveler profile looks different post-COVID

As passenger volume increases during the pandemic, satisfaction and safety ratings are declining.

Sources: DFW Airport Covid-19 Tracker, and CX Long Term Passenger Forecast model.

Satisfaction Question scale: 5=Excellent, 4=Very good, 3=Good, 2=Fair, 1=Poor;

Safety Question scale: Very safe, 3=Somewhat safe, 2=Not very safe, 1=Not safe at all.

4.30

4.08

3.72

3.59886,894

1,056,204

800,000

850,000

900,000

950,000

1,000,000

1,050,000

1,100,000

3.20

3.40

3.60

3.80

4.00

4.20

4.40

June 1 - 14 June 15 - 28

Pro

jecte

d P

assenger

Volu

me

Avera

ge S

core

s

Weekly Volume Projections By Overall Satisfaction and Safety Ratings

OverallSatisfactionwith DFW

Safety

ProjectedPassengerVolume

N=206 N=184

3838

Concessions

39

Almost two-thirds of travelers made a food or beverage purchase at the Airport.

Yes63%No

37%

Today, did you make a food or beverage purchase at DFW

Airport?


CY2019* June 1 – 28 ‘20

60% 63%Purchased

F&B

36%

25%

15%

8%

8%

6%

5%

1%

I haven’t purchased yet, but I plan to

I brought my own food

Didn't need/want any

There were no options open nearby

It’s too expensive

Didn’t find what I wanted

Didn’t have time

Didn’t feel it was safe during the pandemic

Source: DFW Airport Covid-19 Study. June 10 – 28. N=97

Which of the following best describes why you did not purchase food or beverage at DFW today?

(Select all that apply)

Of those who did not make a F&B purchase, only 1% felt it was unsafe to do so due to the pandemic.

41

Among those who made a F&B purchase, ratings for health and safety measures remain high, but have declined in the last two weeks.

1%3% 5%

14%24%

24%

31%

59%

41%

June 1 - 14 June 15 - 28

How would you rate the health and safety measures taken by the

restaurant you visited?

Poor

Fair

Good

Verygood

Excellent

Source: DFW Airport Covid-19 Study. June 1-14 (n=113); June 15-28 (n=111).

4.37 4.07Average

For those who purchased F&B, employees wearing masks and gloves continue to be the most important safety measures of

the concessions experience.

59%

56%

45%

44%

43%

36%

20%

24%

23%

27%

30%

25%

32%

19%

Employees wearing masks

Employees wearing gloves

Contactless payment (tap to pay, mobile wallets)

Contactless menus (digital displays, QR code scan)

Social distance markers on the floor

Plexiglass to separate employees from customers

No dine-in option allowed

Extremely important Very important


How important do you feel the following steps are for DFW Airport restaurants during this coronavirus pandemic?

GBAC StarCertification

GBAC STAR – What does it mean?

• Global Biorisk Advisory Council (GBAC) are global leaders in the area of

microbial-pathogenic threat analysis and mitigation

• The certification means DFW is implementing the industry’s highest standards

for Cleaning, Disinfection and Infectious Disease Prevention

Benefits to DFW Airport and Concessionaires

Provides third-party validation that customers and employees know that they are in a safe facility

Aligns with reputable travel and tourism brands who area already seeking certification

46

GBAC Star - Partnering with Concessionaires

Option 1: Concessionaire can enroll a participant to attend one DFW and GBAC co-hosted training session

• Three to four sessions will occur in August

• Each session will be 3 hours each

• Includes online test to achieve certification

Option 2: Concessionaire can enroll a participant in the GBAC Technician Training certification course

• Includes online test to achieve certification

Option 3: Concessionaire becomes GBAC-Star Certified through the same process DFW is pursuing

For options 1 and 2, for multiple locations, a General Manager who oversees more than one location at DFW is able to apply their certification to up to two locations.

For any option, DFW provides relevant graphics for display in their facility.

Martin Rubinstein

Communications Update

Assistant Vice President

Communications and Marketing

Face Coverings

Completed as of: 07/06/2020

Digital signage implementation

• FIDS – 67

• Bag Claim Screens – 53

• iVision Gate Pylons - 74

• Terminal entries – 48 locations (UL)

• RCC entries – 4 locations (LL)

• Busing operations – 51 locations on curbside –

Terminal Link, Rental Car, Express, Employee,

RCC (UL)*

Face Coverings

Completed as of: 07/08/2020

Static signage implementation

*To be installed by 7/10

RCC ReadinessInstalled Signage

Exterior Entry Door Banner stand inside Second Level Restroom Interior Elevator

Interior Entry Door Vestibule Lower Level Springboard Upper Level Exterior Elevator

• Install face mask required signs on the

platform space

• General awareness sign at the top or bottom

of the escalator

Skylink Platform

Recommendations

Existing

Proposed

Skylink Platform Signage

1

1

A Frame

2

2 21

Social Distancing SignageCurrent Implementation

Ticketing areas Gate Boarding Area Jet Bridge

54

Confidence Campaign

Sample Execution

Tamela Lee

Vice President Business Diversity and Development

BDD Update

July 9, 2020

Airport Concessions Disadvantaged Business Enterprise (ACDBE) Program

• Understanding DFW’s Joint Venture Template

Guidance

• Annual Compliance Documents Needed

• What is needed for a site visit and desktop review

under COVID – 19

• JV Site Visit/Desk Record Reviews Common

Errors

• Requirements on Dissolving JVs

ACDBE ProgramCapacity Building Program SeriesJoint Venture Agreements August 12, 2020 Topics:

Ken Buchanan

Executive Vice PresidentCustomer Experience & Revenue Management

Closing Remarks

DFW Passenger Volume Trend (3/1/20 - 7/7/20)

Source: CX Daily Passenger Forecast Report (created on 7/7/20)

Continue Focusing on the Basics

• Be Ready for the increase in traffic

• Provide customers with a safe, clean

and friendly environment

• Manage your lines

• Line busting techniques

• Social distancing

• Remote ordering

• Touchless solutions

• THANK YOU AND YOUR TEAMS!

6161

Q & A

62

Thank You