b'TERMINALSJFK31during construction of the new narrowbody gates. Followingcustomer expectations. Good technology an accelerated schedule, the project team constructed 10 newis technology that you dont even perceive is boarding gates in less than 14 months a job Marzullo estimatesthere, asserts Augusto Santos, senior vice would typically take nearly two years to complete. DeltaspresidentAmericasAirOps with Amadeus, management team worked closely with [our] operational teamsone of the key technology providers for the as well as with JFKIAT to develop, refine and ultimately finalize theproject. Its just transparent; its just natural, complex phasing plans that allowed us to complete this programand thats the type of experience that we in record time, he remarks.want to give to our passengers through ourAUGUSTO SANTOSThe physical consolidation at T4 alsotechnology.laid the groundwork for Delta to expand itsRecognizing that confidence and clarity shape passenger biometric and digital tools, including a systemperception, JFKIAT invested heavily in new digital signage, that dramatically reduces processing timewayfinding and information systems throughout the terminal. LED for incoming checked baggage. Touchlessdisplays along check-in rows help passengers understand where ID speeds up bag drop by 75%, reducingto go next and provide expected checkpoint wait times. transactions to just 30 seconds on averageAdditional digital totems developed with TSA provide (compared to two minutes for customersGREG FORBES information to help passengers prepare for screening, such as without Touchless ID), explains Greg Forbes,reminders about restrictions on liquids, removing shoes, taking Deltas managing director of Airport Experience. At security,laptops and other large electronics out of bags, what documents enrolled customers clear checkpoints three times faster thanto present to security agents and estimated wait times. JFKIAT standard TSA PreCheck, with automated ID verification cuttingis also in the midst of adding kiosks throughout the terminal processing times to just 7 seconds (versus 25 seconds forwhere passengers can find real-time flight information, ask PreCheck). This new system reflects Deltas broader goal to shiftquestions or get assistance from a remote customer service routine tasks away from agents so they can focus on hospitalityrepresentative. Huinink explains that improving wayfinding and and meaningful passenger engagement, Forbes notes. reducing ambiguity or confusion will enhance the predictability of Across the terminal, the carrier reinforced its commitmentpassenger movement and avoid congestion in the terminal.to elevated hospitality and delivering a premium, differentiated travel experience by adding a new Delta One Lounge between concourses A and B, and a second Sky Club in Concourse A. These enhancements are not just physical upgrades. Theyre a direct extension of our strategy to elevate every touchpoint of the customer journey, comments Claude Roussel, vice president of Sky Clubs and Lounge Experience with Delta.CLAUDE ROUSSELTech-Driven Passenger JourneyThe redevelopment did not stop with physical expansion. JFKIATs strategy placed equal emphasis on digital transformation, operational intelligence and a new standard of interconnected airport systems. Huinink emphasizes that technology was not an optional component of the redevelopment; it was essential to it. We invested a lotpredominantly in quality and technology to make the passenger experience better, he says.From new self-service systems to dynamic forecasting and mobility tools, nearly every process a passenger touches was evaluated and reimagined. The result is an airport experience more aligned with current AirportImprovement.comJanuary | February 2026'