The New Terminal One at JFK International Airport has appointed Wilson James as its partner to deliver passenger assistance services.
Under the agreement, Wilson James will design and operate a program supporting passengers requiring assistance (PRA) at the new all-international terminal, which is scheduled to open later in 2026.
The company will manage assistance requests, operate designated spaces including lounges and a sensory room, and coordinate with airlines, ground handlers and other stakeholders to support passengers with physical, sensory, neurological or cognitive needs.
The New Terminal One is part of the Port Authority of New York and New Jersey’s US$19bn redevelopment of JFK International Airport, which includes new terminals, upgrades to existing facilities, a ground transportation center and a redesigned roadway network.
Wilson James currently provides assistance services across several UK airports, supporting more than 3.7 million passengers in 2025.
Marisa Von Wieding, vice president of operations at The New Terminal One, said accessibility is a core focus of the project. “By partnering with Wilson James, we are engaging a proven leader to deliver seamless and dignified support for travelers from the moment they arrive at our terminal until the moment they depart,” she said.
Elizabeth Hegarty, managing director for aviation and transportation at Wilson James, said the company will draw on its experience in the sector. “We’re primed to provide equitable, safe and dignified passenger journeys that deliver choice, control and confidence,” she said.
The partnership is expected to create around 130 local jobs, as well as subcontracting opportunities for local businesses. Once complete, the New Terminal One will serve as a base for more than 20 international airlines, including Air France, KLM, Etihad Airways, Korean Air, Turkish Airlines and Air New Zealand.
The terminal is intended to deliver updated passenger facilities and technology as part of a wider transformation of JFK’s international operations.
In related news, JFK New Terminal One aims to become “all-encompassing cultural experience”
