The ‘New Terminal One’ (NTO) at New York John F. Kennedy International Airport is seeking a provider for an interactive customer service training programme.

The NTO, which is being constructed in partnership with the Port Authority of New York & New Jersey as part of the agency’s $19 billion redevelopment of JFK Airport, is seeking providers to create a training programme for front-line employees. The instructor-led programme will cover all aspects of the customer experience at the terminal, including wayfinding assistance, the use of digital tools that enhance customer service, and training on how to help customers who require additional assistance. Local, minority, women, and service-disabled veteran-owned business enterprises are being encouraged to participate in the scheme. 

Scheduled to open in 2026, the project’s Phase A comprises expansive departures and arrivals halls and an initial 14 gates. At full completion in 2030, the NTO will be the largest terminal at JFK Airport.

“Our vision at The New Terminal One is to make every experience an extraordinary moment to remember, underlining our mission to be among the top five airport terminals in the world,” said Simon Gandy, executive vice president and chief operating officer of the New Terminal One. "Our passengers and customer airlines are front and centre of this mission and we look forward to partnering with our chosen training provider to offer an exceptional experience that matches our world-class international terminal."

IMAGE CREDIT: Port Authority of New York and New Jersey