Reagan Airport launches passenger experience initiative Project Journey

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The Metropolitan Washington Airports Authority has launched Project Journey, a campaign surrounding a US$1bn project to transform the passenger experience at Reagan National Airport.

Project Journey is due to begin in the summer and includes the construction of two new security checkpoints that connect the concourse level of terminal B/C to airline gate areas, the building of an enclosed commuter concourse to replace the 14 outdoor gates currently serviced by buses from gate 35X, and future improvements to roadway and parking configurations.

Jack Potter, Airports Authority’s president and CEO, said, “Reagan National’s passenger areas were designed to serve 15 million passengers annually.

“Today, more than 23 million passengers travel through the airport—straining its infrastructure, crowding travelers and hampering our ability to provide best-in-class customer service. Project Journey will transform and improve the passenger experience.”

Design has now been completed for the two new security checkpoints, which will be built over the terminal B/C arrivals roadway, and connect to National Hall and walkways from the Metrorail station and parking garages.

When activated, the checkpoints will expand capacity from 20 to 28 security lanes.

The project will occur in two concurrent phases: the first, comprises the new security checkpoints which are planned to open in 2020, while the commuter concourse is scheduled for completion in 2021.

Paul Malandrino, vice president and airport manager of Reagan National, said, “Passengers are at the center of everything we do. “While construction will take time and have some impacts along the way, the final product will provide a much more pleasant customer experience at the airport.

“We will work closely with contractors, airlines and the TSA throughout the project to manage the construction in order to minimize airport passenger and operational disruptions.”

Jerome David, Airports Authority executive vice president and chief revenue offer, added, “Project Journey is born out of our motto ‘Your journey begins with us’, because we recognize travels are shaped, in part, by the experience individuals have in our airports. That is why Project Journey is critical to our mission as we continuously work to upgrade passenger comfort and amenities for a better travel experience.”

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Kirstie joined the team in early 2017 and brings writing, communications and client experience with her. Now an assistant editor, she produces content for our magazines and websites. Away from the office, you will find her blogging on her lifestyle website or searching the internet for photos of sausage dogs.

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