Why leading airports are reimagining facility services

Passenger expectations have never been higher. Today’s travelers want speed, comfort, and seamless service at every touchpoint, from curbside to gate. But as flight volumes climb and staffing pressures persist, the gap between what passengers expect and what airports can consistently deliver is growing.

Bridging that gap requires more than additional headcount. It calls for a smarter, more integrated approach to airport operations. An approach that blends global best practices with local execution. By rethinking how services like cleaning, passenger services, parking, and terminal maintenance are delivered, airports can enhance the passenger experience while driving operational efficiency. The key is a coordinated facility strategy that maximizes the value of every square.

Managing the complexity of modern passenger needs

As post-pandemic travel surges, airports are grappling with record passenger volumes, but without the staffing flexibility they once relied on. Labor shortages persist across roles, from janitorial teams to customer service, making it harder to meet rising traveler expectations shaped by hotel-level hospitality and high-end retail experiences. At the same time, regulatory and safety compliance demands are only increasing, adding pressure to already stretched operations.

Traditional approaches, such as adding more staff or managing siloed vendors, aren’t enough. To meet the moment, leading airports are adopting integrated facility service (IFS) models that align operations with the full spectrum of passenger needs. These models enable more efficient resource allocation, deliver consistent service quality, and ensure compliance without compromising experience.

Aviation leaders are beginning to reframe facility maintenance as a core part of passenger experience strategy. For travelers, the journey isn’t just about the flight. It’s shaped by every touchpoint in the terminal. And the airports and airlines that recognize this are setting a new standard for service excellence.

Aligning people, processes, and technology for maximum impact

IFS is transforming airport operations from a patchwork of reactive tasks to a coordinated strategy focused on delivering consistent, high-quality passenger experiences. By unifying key service areas under a single provider, airports gain not only operational efficiency but also the ability to manage the terminal as a holistic environment. The result is greater accountability, streamlined oversight, and a more seamless experience for travelers.

On the front lines, integrated teams maintain spotless terminals, offer wayfinding assistance, and support passengers who need extra help, reducing stress and improving satisfaction. Parking and shuttle operations are optimized for speed and convenience, while also maximizing non-aeronautical revenue in a critical commercial zone.

Behind the scenes, HVAC and environmental systems are proactively managed to maintain safe, comfortable, and energy-efficient conditions. Integrated sustainability programs support carbon neutrality goals and enable long-term reductions in environmental impact through renewable energy and efficiency improvements.

Operationally, the benefits are clear: 

• Single-point accountability removes vendor coordination headaches
• Standardized protocols ensure reliable service
• Integrated reporting provides visibility across systems
• Scalable staffing adapts to fluctuating passenger volumes

Global standards, local adaptation: The ABM aviation approach

Today’s airports operate at the intersection of global expectations and local realities. They serve diverse passenger populations, navigate region-specific regulations, and face unique infrastructure and staffing challenges. Delivering a consistent, high-quality experience demands global service standards tailored to local needs.

ABM’s aviation services are built on this balance. We bring global consistency through standardized protocols, real-time performance tracking with platforms like ABM Connect^TM, and best-practice sharing across a broad airport portfolio. Our compliance expertise helps airports and airlines meet international regulatory requirements with confidence.

On the ground, we adapt to the local context. Our self-performing teams receive cultural sensitivity training, we partner with regional vendors to support local economies, and we tailor services to fit each airport’s layout, passenger flow, and labor environment.

Innovation is integrated at every level:

• IoT sensors adjust cleaning based on real-time use
• Mobile platforms enable instant service requests
• Predictive analytics help prevent issues before they arise

Through ABM Performance Solutions, our integrated facility services approach, we ensure every team is aligned, working together to solve your challenges and meet your strategic objectives. From parking to passenger services to engineering and maintenance, it’s how we help airports deliver exceptional experiences while optimizing operations.

Delivering real-world impact at LaGuardia Airport Terminal B

Following the award-winning reconstruction of LaGuardia’s Terminal B, we implemented the ABM Performance Solutions model, combining guest services, advanced facility management and operations, sustainability, and asset preservation across the 1.3-million-square foot terminal. Since 2018, we have operated as a single-point partner, deploying integrated teams and technologies like beacon-guided cleaning and real-time dashboards. 

The result? Terminal B earned Skytrax’s highest 5-Star rating and was named “World’s Best New Airport Terminal” in 2023. The terminal also achieved LEED Gold certification and met its supplier diversity goals, all by treating facility operations as a strategic extension of passenger experience.

The new value driver in aviation performance

Delivering standout passenger experiences requires more than upgraded terminals or premium lounges. It demands operational excellence at every touch point. With persistent labor challenges and rising service expectations, airports need innovative, efficient models for service delivery. Integrated facility services offer a powerful solution, creating consistency, accountability, and scalability across operations.

The right partner brings both global standards and local agility, enabling airports and airlines to meet complex demands while elevating performance. As competition sharpens and expectations climb, operational excellence is a strategic advantage that fuels loyalty, growth, and long-term success.

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Discover the possibilities

We understand the unique pressures airports face and the potential that IFS unlocks. Connect with our aviation experts to see how strategic partnership can elevate passenger experience, streamline operations, and maximize facility potential.