: PIT operates on a fundamental principle: exceptional passenger experience starts with exceptional employee experience. In developing their new terminal, PIT invested strategically in upgraded equipment, supportive technology and innovative processes that improved both workplace conditions and passenger outcomes. As the first US airport to establish a dedicated service design department, PIT applied universal access principles throughout their operations—creating experiences that work better for everyone, not just those with specific accessibility needs. The result: a 22% reduction in employee turnover directly correlated with a 35% improvement in passenger satisfaction scores.

• • How to build the business case for employee-first investment (upgraded equipment, tech, ROI)
• • How and why to establish service design as a function of your airport
• • How to design for universal access that actually works
• • How to leverage technology that serves both employees and passengers