b'AN UNPRECEDENTED CHALLENGEWhile 2020 brought unprecedented challengesOne of those initiatives included continued to the Metropolitan Airports Commission (MAC),work on a multi-year project to expand MSP early in the year excitement was palpableTerminal 1 ticketing and bag claim facilities. as the travel, airport and airline industries allWhen the COVID-19 pandemic began predicted healthy growth for 2020.significantly impacting air travel in March, To prepare for that growth, the MAC and itsthe MAC realized its passenger experience airport partners had been working on a myriadinitiatives would need to shift in focusof initiatives to ensure MSP passengersand that the MACs proven capacity for experienced the same level of service theycollaborative, innovative and flexible problem-had come to expect, even as the number ofsolving would be needed more than ever.passengers in the terminals increased. In 2020, the number of PASSENGERS AT MSP DECREASED BY 62 PERCENT, WITH OPERATIONS DECREASING BY ALMOST 40 PERCENT,compared with 2019 levelsby far the largest one-year drop in the airports history.3 4'