concessions forum covid-19 update · 2020-07-17 · didn't need/want any there were no options...
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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.
Emergency Response Decontamination Services
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.
Emergency Response Decontamination Services
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)
COVID-19 Tracking Study
(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)
COVID-19 Tracking Study
(June 1 - 14)
COVID-19 Tracking Study
(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?
Source: DFW Airport Covid-19 Study. June 1 – 28. N=390.
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
Source: DFW Airport Covid-19 Study. June 1 – 28. N=244.
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