New services, innovation and partnerships at MSP - 2024 Annual Report
MSP RESERVE
This program offering passengers the opportunity to reserve checkpoint times was expanded to Terminal 1 in 2024 after a successful launch at Terminal 2 in 2023. Offered during peak demand periods, reserving a place in the security line can reduce wait time and add more certainty and peace of mind at the start of a traveler’s journey. Passengers can make reservations for free at mspairport.com.
Terminal 2 Express Lane
The MAC opened the Terminal 2 Express Lane to address terminal roadway congestion and limited curb space. This new option provides an alternative pick-up and drop-off location on the second level of the Purple Ramp, offering convenient skybridge access for both departing and arriving passengers.
Expanded Accessibility Services
The MAC also expanded MSP’s internationally accredited accessibility program in 2024 with two new initiatives assisting travelers and airport visitors who are deaf or hard of hearing. MSP launched Aira’s pilot American Sign Language (ASL) interpreting service, Aira ASL, which assists callers through their mobile phones to enhance the ease and efficiency of travel across all kinds of situations — including checking in, changing flights, making retail transactions, or finding ground transportation options. The MAC also developed a talk-to-text platform, which displays live airline gate announcements to help passengers avoid missing last-minute gate changes and other important flight information.
MSP Strategic Partnership Program
Additional services are making their way to MSP through the new strategic partnership program, which aims to collaborate with businesses and community organizations to enhance the passenger experience and drive innovation.
The first strategic partnership agreement was signed with Pentair, a leader in helping the world sustainably move, improve and enjoy water. Through the debut of 10 new HOPE Hydration Hydrostations featuring the company’s water filtration technology, passengers are offered an interactive experience while refilling their own bottles with free chilled and filtered water. A second strategic partnership agreement with Minnesota-based nonprofit Fraser, through its naming partner Central Roofing Company, has been signed and will support the airport’s first-ever sensory rooms as part of future expansion projects in Terminal 1 (Concourse G) and Terminal 2 — both to be completed by 2028.
Customer Service Action Council (CSAC)
Exceptional customer experiences at MSP are supported by thousands of airport employees who represent the MAC, airlines, federal agencies, tenants, concessionaires and other MSP partners. Airport stakeholders meet monthly at MSP’s Customer Service Action Council (CSAC), which celebrated its 25th anniversary in 2024. The CSAC forum helps the MSP Airport community advance the airport’s customer experience culture, improve airport services, recognize and motivate frontline personnel, and measure and respond to customer feedback. In 2024, CSAC partnered with MAC Customer Experience to debut Elevating MSP, a program to help onboard new employees so they are prepared to provide exceptional customer service at MSP.