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lutionized terminal services by focusing on the end-to-
end customer experience. Using predictive analytics and
passenger data, DFW can link services and harness the
power of collaboration with staff from baggage, main-
tenance, social media, customer relations, custodial and
other partners. Te Experience Hub has become an
ideas lab for quickly forecasting and prototyping pro-
cesses that help deliver what customers want and need
before they even realize it is a need.
Japan Airlines and British Airways have both selected
DFW as their partner to pilot new biometric technology in the international
arrivals hall. DFW’s infrastructure, partner relationships and technology
capabilities have allowed
the airport to quickly step
in with resources to implement this pilot program.
If successful, the program
will be implemented for
across the airlines’ businesses.
DFW has grown air
service significantly over
the past five years. International service has increased
in seats and destinations
by almost 50% since
Among other key projects are runway rehabilitation and end-around taxiways
that include the DFW’s busiest arrival runway, Runway 17 Center, which should be completed this year.
DFW communicates with its airline partners to
identify long- and short-term improvements to terminal space. For instance, DFW opened a hardstand in
Terminal D to add space for six widebody or up to 10
narrowbody aircraft, stretching from Terminal D to the
future Terminal F. Tis allows DFW to make room for
more incoming aircraft to park and deplane, while also
enabling them to remain parked overnight as needed.
DFW has a hybrid use-lease agreement model for
the airfield, terminal and non-airline businesses. For
the airlines, costs are significantly lower because the
airport retains profits from non-airline businesses and
shares part of the profits to reduce landing fees. Tese
agreements provide DFW and airlines an incentive to
work together to grow non-airline revenue. In FY2018,
more than $68 million was refunded to DFW’s airline
partners. Additionally, landing fees were lowered in July
2018 from $3.57 per 1,000 pounds landed weight to
DFW considers airlines serving the airport as business partners. As such, they approve the issuance of debt
before DFW starts on a project and have a say in major
capital projects, such as the recently completed renovations through the terminal renewal project. DFW was
also able to lower net debt service and operating costs in
FY2017. Tis resulted in a cost per enplanement (CPE)
that was 6.4% below the expected CPE. DFW’s CPE
remains lower than most major US gateways.
DFW’s strong partnership with American Airlines
in vital markets has increased outreach to Mexico and
China. Efforts included joint marketing campaigns in
Mexico and China, with positive results for both parties; collaborative efforts on two cargo initiatives to
build awareness of the capabilities available at DFW;
and increased collaboration between DFW’s airline relations team and American’s network planning team.
Sustainability is another priority. As the first and
only carbon neutral airport in North America and largest in the world, DFW continually seeks new ways to
lessen the impact on the environment each year and set
new industry standards.
By switching to renewable energy and implementing programs to use less of it, the airport has dramatically reduced its carbon footprint. Since 2010, DFW
has realized an 81% reduction in carbon emissions
and a 27% reduction in energy costs. During this
same period, the total number of passengers increased
by 18%. Beneficial results like these make smart business sense and have positioned DFW as an industry
leader in sustainability.
Te airport also involves employees and the community in its wildlife management program, which
educates employees and airport tenants about wildlife
Under the leadership of CEO Sean Donohue, DFW
is experiencing the fastest growth in more than a decade
and helping make its communities stronger.
“I may be biased, but I think this is the best international airport in the United States, and we have seen in
recent years that the world is taking notice,” Dallas
Mayor Mike Rawlings said.
DFW considers airlines serving the airport as business partners.