Over the past four years since its groundbreaking in 2022, I have had the opportunity to write about the development, construction, and vision of the New Terminal One at John F. Kennedy International Airport (JFK). A highlight of my experience has been meeting, interviewing, and developing a wonderful rapport with Jennifer Aument, the CEO of New Terminal One.
ACF, NTO, and guests from August Martin HS pose with a check for $20,000 that will support the high school’s pilot training program. (Photo: Andres Otero / AO Images)
ACF, NTO, and guests from August Martin HS pose with a check for $20,000 that will support the high school’s pilot training program. (Photo: Andres Otero / AO Images)
The New Terminal One and the Airport Community Foundation (ACF) recently hosted ‘Celebrating the Future of JFK Airport’ at the Rockaway Beach Hotel, where I had the pleasure of introducing Jennifer and moderating a fireside chat with her. During our conversation, I asked Jennifer several thought-provoking questions about the NTO’s progress, aesthetics, and numerous initiatives. Her insights provided the 150+ attendees and me with an insider’s perspective on one of the most transformative infrastructure projects in New York and the United States.
In addition to discussing the ‘nuts and bolts’ of this transformative project at JFK, this inspiring chat revealed the ongoing vision of New Terminal One. That vision goes far beyond building a terminal; through its support of the ACF, it advances education, workforce development, and economic opportunities in the metropolitan region and the local communities surrounding JFK International Airport.
The New Terminal One promises to be much more than a mere terminus you only pass through. Instead, it will be the very first and last destination along a passenger’s journey.
(L.-R.): Airport Community Foundation Board membersn with New Terminal One CEO, Jennifer Aument, Michael Falacara, Katie Bliss, Raymond Ringston, and Deborah Brown. (Photo Credit: Andres Otero / AO Images)
As it enters the final stretch of its first phase redevelopment, the world-class New Terminal One will be the pride of New York, built, shaped, and fueled by the diverse talent of the local community. Through a strategic partnership with the Airport Community Foundation (ACF), the New Terminal One team is ensuring that the exceptional experiences created inside the terminal directly translate into lasting social and economic benefits for the local workforce and Queens community.
The New Terminal One project leverages the local talent of Queens by integrating the community into its development. The project has awarded more than half a billion in contracts to local businesses, positioning these enterprises as the literal and figurative foundation of a spectacular new gateway at John F. Kennedy International Airport (JFK). As the terminal readies to open its doors, the collaboration with the community will continue through a showcase of local products and flavors in the terminal’s concessions program, such as the global cuisines of Queens.
The New Terminal One views its core operating business and the dedicated professionals working in critical roles as a true community, all unified by the goal of delivering an unparalleled customer experience. Partnering with organizations like the ACF represents a perfect alignment, as the New Terminal One actively trains and builds the next generation of the industry’s workforce. Through this collaboration, the company draws on valuable insights gained from pursuing a great aspiration: building a model that is fundamentally unique not just for New York, but for the entire U.S. aviation market.
The New Terminal One leadership team has assembled a first-rate talent pool to achieve this goal, setting a standard that will guide the business for decades to come. Moving forward, the focus remains on continuing to fuel that talent and fully leveraging the project’s privileged location in Queens. By bringing in members of the community to deliver on this vision, the project will become a point of pride for the region—acclaimed on the same level as the best airlines in the world.
Jennifer Aument, CEO of the New Terminal One at JFK, commented, “We need help from great partners like the ACF to ensure that we continue to fuel our talent pipeline, gain access to top talent, and build our expertise. By fully leveraging our position here, we can bring the community in to remain a part of this vision for decades to come. This is a major, vital partnership. Through supporting programs like The Garden by the Bay, and through aviation curriculums offered at educational institutions like August Martin High School, we want to answer a fundamental question: since we live and work here, how do we ensure that our business and team give back to the community we love? After all, this community isn’t just helping build our business—they are building the very vision and experience we deliver. It is truly being built by the community.”
The New Terminal One boasts a spectacular, indisputably impressive building. In the months ahead, visitors will finally be able to experience its architectural marvels firsthand. However, the organization’s true “secret sauce” lies not in the physical structure, but in its operating model, its talent, and its deep partnerships with airlines to deliver an exceptional customer experience. This dedication to service is embedded in every touchpoint a customer encounters within the terminal. As part of a robust digital strategy, passengers entering the customs area are greeted in their native languages.
While travelers will undoubtedly appreciate being welcomed into the United States by a beautiful Customs Hall with a hand-painted mural on the ceiling, their lasting memory will be the staff. The customs agents, serving as vital partners, participate in the exact same customer service training as everyone else in the building. From security personnel and hospitality staff serving coffee or beverages, to team members guiding passengers or supporting those who require special assistance, every individual in the terminal undergoes the same training. This ensures that every colleague—including crucial partners within the Transportation Security Administration (TSA) and Customs and Border Protection (CBP)—is fully aligned with the same vision and standard for world-class customer care.
As the New Terminal One enters its most intricate stage of project delivery and business readiness, teams are finalizing system delivery, executing comprehensive testing, and transitioning to active operations. They are currently onboarding airlines and collaborating with federal partners (CBP and TSA) and over 30 airline partners to ensure that upon opening, the building is secure, safe, and fully aligned with their operational vision. Most importantly, every single endpoint is being thoroughly tested and all its systems integrated to guarantee that on Day One, the terminal delivers a smooth and unparalleled customer experience.
A new security initiative at New Terminal One, launched in partnership with CBP and Qatar Airways, introduces International Remote Baggage Screening (IRBS) for flights between Doha and JFK after the airline begins operations at the terminal. While a flight is in the air, X-ray images of checked luggage are securely transmitted to CBP officers for review. This allows eligible transit passengers to connect to their next flights without manually re-checking luggage. However, any flagged bags or travelers will still undergo standard inspections upon arrival.
There will also be state-of-the-art technology on the ramp that is not visible to passengers, such as in-ground aircraft lighting that will illuminate and is aligned with the directions that are given to the airmen to reach their gate. Through the use of ‘virtual wing walkers’, ramp crews will not have to stop aircraft or push them back as this digital technology will close roads and allow aircraft to cross active roadways. “These technologies will improve on time performance and greater efficiency,” said Marisa Von Wieding, Vice President of Operations at the New Terminal One.
In terms of reliability, ground operations will be 100% electric and the New Terminal One is partnered with TCR, the company that will be providing the equipment. This ‘green’ initiative will drive efficiency, consistency, reliability, and quality of service. Additionally, the terminal features the largest rooftop solar array on any airport terminal in the United States, utilizing over 13,000 solar panels to generate clean on-site energy. “We can actually support 50% of the power in the building from our roof,” explained Aument.
The New Terminal One is also home to a culture program that includes works of public art. The installations highlight New York City’s diverse cultural identity through monumental sculptures, mosaics, and digital media experiences. An immersive departures hall media experience will feature the world’s largest split-flap display.
“If you look at our brand and the color of our brand, every single uniform, whether you’re a janitor, or a customer experience agent, or a ground handler…all the uniforms are going to be coordinated and aligned with our overall vision and brand. So, it’s these subtle details that are really going to be outstanding,” said Von Wieding.
Ultimately, the New Terminal One aims to seamlessly match the standards of the world’s best airlines by ensuring every detail, branding element, and technological innovation delivers an elevated, elegant experience. This commitment guarantees that passengers receive world-class customer service at both the beginning and the end of their journeys within the terminal.
Photo Credit: Andres Otero / AO Images
“We talk so much about the building… it’s going to be spectacular… it’s going to be beautiful. Yes, it will be all those things, and more. But, what people will remember in the terminal once we have that first flight is that personal touch point. It’s critical to create that experience like no other and that’s where the workforce comes in. The hiring that we’re doing in the coming months, the talent, the diversity of the Queens community, all that will enable us to fulfill that mission. At the end of the day, it’s the people, not the architecture,” said Aument.
Visit our Flickr Page for all the photos from the event.
