Despite being a relatively small player in the concessions marketplace, Syracuse Hancock International Airport (SYR) isn’t afraid of punching above its weight class.
For years, the Syracuse Regional Airport Authority was repeatedly told that, “lounges don’t really happen in small hub airports.” But officials persevered to develop one anyway, turning 2,800 square feet of space that was not generating any revenue into an award-winning lounge for SYR’s growing passenger base.
They also managed to add two national restaurant brands—QDOBA and Einstein Bros. Bagels—plus recurring pop-up appearances from the local Chick-fil-A restaurant.
| facts&figures
Project: Expanding Concessions Location: Syracuse Hancock Int’l Airport, in NY Operating Entity: Syracuse Regional Airport Authority New Concessions: Escape Lounge SYR (June 2023); QDOBA Mexican Eats (Feb. 2025); Einstein Bros. Bagels (May 2025) Lounge Leaseholder: CAVU QDOBA & Einstein Bros. Bagels Leaseholder: Gideon Toal Management Services Pop-Up Concessionaire: Local Chick-fil-A Debut: Fall 2024 Initial Frequency: Twice monthly Key Benefit: Improving the passenger experience |
The “big-airport” lineup at SYR all started with a common-use passenger lounge. “There was beautiful potential for concessions and a lounge that was just sitting behind a wall that was otherwise being used for storage,” explains Jason Mehl, chief commercial officer for the Airport Authority.
The project began by testing the waters at several industry conferences and trade shows. After determining that there was, indeed, interest among developers in opening a lounge at the joint civil-military airport in upstate New York, the Airport Authority issued a request for proposals in 2021. By June 2023, CAVU debuted Escape Lounge SYR in the airport’s terminal connector under the managerial hand of Gideon Toal Management Services, a certified Airport Concession Disadvantaged Business Enterprise (ACDBE).
Making an Escape
Trevor Way, director of corporate development and brand delivery with Gideon Toal Management Services, says SYR’s lounge delivers “right-sized intimacy” with a local Adirondacks feel. Artwork from Syracuse University gives a nod to the 33 colleges and universities in the airport’s catchment area, and local fare includes prime beef brisket and barbecue sauce from local Dinosaur Bar-B-Que, with Utica Club, a premium local pilsner-lager served on tap.
“The Syracuse lounge may be one of our smaller locations across the United States, but it delivers the same Escape Lounge hallmarks—quality culinary options, comfortable seating, reliable Wi-Fi and attentive service—scaled for the local market’s flight schedule and passenger mix,” says Way. “CAVU has also leaned into subtle regional touches in menu planning and hospitality style, so it feels like Syracuse, not a generic lounge stamped into place.”
In fact, Escape Lounge SYR was one of only two North American locations to win 2024 Priority Pass Excellence Awards based on traveler reviews. (VIP Lounge Aguascalientes at Jesus Teran Peredo International Airport in Mexico took top honors for the continent.)
“There are Priority Pass lounges all over the country, and the world, actually, and our little tiny airport––Syracuse––earned Highly Commended honors among the best-rated lounges of the year,” notes Linda Ryan, the Airport Authority’s Terminal Concessions and Advertising manager.
Ryan credits Gideon Toal Management Services for its strong leadership and enthusiasm in enhancing passenger amenities and expanding options at SYR.
“Our concessions experience here at Syracuse was probably less than par,” says Ryan of the airport’s previous era. “But once the lounge got here, we saw what Gideon Toal Management Services could do. It was apparent they created a whole new culture in concessions, and I think everybody felt it when they walked through the door.”
Broader Partnership
When SYR received $20 million for its terminal expansion project through New York’s Upstate Airport Economic Development and Revitalization Competition, expanding concessions was an associated requirement. That prompted management to once again collaborate with Gideon Toal Management Services.
“We were looking for a partner to develop two brand new [food and beverage] concepts, so it was quite an achievement to find somebody that wanted to do just that,” says Mehl, explaining that prime concessionaires often want all concessions at small airports rather than a select few. “But with the relationship we established with Gideon Toal Management Services operating the lounge, we were successful in partnering once again. We felt comfortable with them, and they felt comfortable with us—enough so that they were willing to swoop in and say, ‘Yeah, let’s take that chance.’”
The first additional food and beverage location opened this February.
In addition to operating the two new concessions, Gideon Toal Management Services is also the franchisee.
“As we worked alongside the airport team and CAVU, we developed a strong working relationship and a clear understanding of SYR’s passion and vision for the airport,” says Way of Gideon Toal Management Services. “When the Authority released a concessions RFP, we saw an opportunity to add complementary quick-service brands that would meaningfully improve choice and speed for travelers.”
The management company proposed and was ultimately awarded QDOBA Mexican Eats and Einstein Bros. Bagels—concepts that together cover early-morning through late-day demand at the airport. The new options opened in February and May 2025, respectively. Since then, Way reports that Gideon Toal Management Services has continued to grow partnerships and culture, with a focus on local hiring, consistent service and thoughtful coordination to enhance the overall guest experience at SYR.
Growth Opportunity
Airport and concessions personnel report that both new food and beverage options have been well received, with passengers and operators alike expressing excitement about the airport locations.
The airport unveiled both new concessions with fanfare.
“The Syracuse market represents a fresh growth opportunity for QDOBA as part of our broader expansion into the Northeast,” says Shannon St. Clair, manager of Non-Traditional Business Development for the international chain. “The airport serves a loyal and local customer base, offering QDOBA the chance to build brand affinity with both residents and travelers alike.”
St. Clair notes that the company’s entry into SYR came through a strategic partnership with an ACDBE-certified franchisee—Gideon Toal Management Services—that shares a deep passion for both the QDOBA brand and the Syracuse community.
To be sure, SYR is small compared to Denver International, Hartsfield–Jackson Atlanta International and other major airports where QDOBA operations are located. But St. Clair reports that it is “holding its own” overall. Given the smaller scale at SYR, the company focuses on operational excellence and guest satisfaction (rather than gross sales) as key performance indicators. And St. Clair reports that the results at SYR are very promising so far. “It continues to see strong engagement from travelers and airport employees alike, and benefits from a more intimate setting, which allows for personalized guest interactions and a boutique-style experience,” she remarks.
Pop-Up Option
Another “big-airport” concession at SYR is Chick-fil-A.
Twice a month on Thursdays, a local operator for the popular quick-serve chicken chain stages a pop-up location in the airport’s pre-security Grand Hall. The pared-down menu features chicken sandwiches, salads and nuggets, plus cookies for dessert.
The pop-ups began last fall and might be expanding soon. “We are hoping to add additional days to our schedule, especially as we start to transition into the holiday season,” says Taylor Cannon, director of Catering and Marketing for the Chick-fil-A in Cicero, NY.
Like many others, the business initially experienced a significant learning curve about operating in an airport environment. Disappointing visibility/exposure was one of the main challenges. “We have since installed a custom wall wrap and implemented a more consistent social media presence, and our sales have now doubled,” Cannon reports.
Apparently, Chick-fil-A had to make a few adjustments to make it in the big league of airport concessions—even at a small airport like SYR.
