Cleveland Hopkins International Airport (CLE) is an example of how the Fraport USA paradigm serves the traveling public extremely well, despite industry challenges and shifting market conditions.
Cleveland’s previous concessions program had declined under the lack of new investment and competitive energy from a single operator. Fraport USA was challenged to reinvent the program around a more robust passenger experience while appearing seamless to the traveling public. The results not only energized the airport concessions, but they delivered improved passengers sales in the face of significantly decreased flights.
As a fundamental part of the program, Fraport USA focused on the sense-of-place in northern Ohio, including bringing the Rock and Roll Hall of Fame onto the airport grounds and into the hearts and minds of the traveling public. In addition to the concourse displays of Rock and Roll memorabilia, Fraport USA developed a Rock and Roll Hall of Fame Museum store which brings the Cleveland icon into the psyche of passengers from in and outside the region.
Fraport USA introduced the development of other Cleveland-centric units including the wildly popular Great Lakes Brewery and hometown celebrity chef, Michael Symon’s Bar Symon. For its efforts, Fraport USA Cleveland won top honors in two categories of ARN 2103 Awards, including “Airport with the Best Customer Service (medium airport)” and “Airport with the Most Unique Services (medium airport).”
CLE Facts:
- 2018 enplanements – 4,836,580
- 58,000 sq. ft. of managed concessions space
- 2018 sales per enplanement – $10.87
- 50% ACDBE participation rate