Earlier this year, Airport Experience News launched the AX Next Gen Collective, an advisory group dedicated to elevating the voices of emerging leaders across the North American airport concessions industry. Throughout the coming year, the 12 professionals selected for the Collective will share their perspectives on the trends, opportunities, and challenges shaping the future of the business. They’ll also provide valuable feedback to the AXN team, offering insight into how the next generation of industry leaders consumes media, connects with content, and engages with the industry.
As part of this ongoing series, each week the AXN NewsFlash spotlights a different member of the AX Next Gen Collective.
This week, we feature Bianca Salas, customer experience specialist at Indianapolis Airport Authority. Salas shared her experiences and insight with AXN’s Sarah Beling.
Beling: How did you land in the airport concessions industry?
Salas: I was working in the parking department [at Indianapolis International Airport (IND)] when my manager stopped by my office and told me our director wanted to see both of us. I walked down the hallway convinced I was about to get fired. He asked me to close the door behind me, and before I could go into a full panic, he told me a customer experience specialist position was opening and that someone had recommended me as a candidate. A few short weeks later, here I was.
Beling: What are you doing now (and how did you get there)?
Salas: When I first took on the role it was quite broad. I supported everything from operational and customer experience initiatives to special projects. Over time, the role has shifted to focus more on business development, marketing and the overall concessions program. One of the aspects I’ve enjoyed most is having the chance to shape the role around my strengths and interests, and I continue to find new ways to develop it today.
Beling: What area of the airport concessions sector would you like to explore in the future?
Salas: I would love to explore the concessionaire side of the industry. I’m fascinated by the strategy behind selecting brands and concepts for airports, the data that drives those decisions and how far in advance operators plan for future concepts. It’s a part of the business I don’t see every day, and I would love to learn more about it.
Beling: How do you predict the airport concessions sector will evolve to serve younger generations of travelers?
Salas: We probably hear it all the time: the importance of technology. For the past decade, QR codes and self-service ordering have been seen as the next big thing, but younger travelers have grown up with that technology. I believe the future is less about adding more technology and more about making the experience seamless. Whether it’s mobile ordering, frictionless payments, personalized recommendations or better wayfinding, travelers increasingly expect convenience to be integrated into every part of their journey. At the same time, I think we’ll see airports invest more in experiential concepts that give passengers something memorable to do between flights, rather than just a place to eat or shop.
One concept that comes to mind [as having integrated technology well] is Portal from the Gameway team. I think it resonates with younger travelers because it combines several things: technology, experience and shareability.
Travelers, especially Millennials and Gen Z, increasingly want their trip to start as soon as they arrive at the airport. Social media and influencer culture have made the journey itself part of the experience, boosting demand for spaces that are both engaging and visually appealing.
Portal blends the comfort of a lounge with innovative technology, including a robotic bartender, gaming and Instagram-worthy design elements. As the older sister who was called upon to help her brother defeat Darth Vader in Star Wars: The Force Unleashed, I appreciate that it takes something familiar, like gaming, and packages it in a way that feels elevated and approachable for travelers.
Beling: What is your favorite airport concession (restaurant, bar, store, amenity) and why?
Salas: My favorite airport concession is HC Tavern + 1933 by St. Elmo at Indianapolis International Airport. I know, shocker. But I had the chance to watch that restaurant go from an idea on paper to a fully operational concept. I got a firsthand look at the number of people it takes to design, build, hire, train and operate a restaurant at the airport. Witnessing that process from the very beginning was one of the most rewarding experiences of my career here. The food is pretty great, too.
