Innovating and improving the travel experience at MSP

Innovating and improving the travel experience at MSP

2023 Annual Report

Pre-booked parking

Pre-booked parking products continue to evolve with the introduction of dynamic pricing, which delivers deals and promotions for travelers who book airport parking in advance. This seamless process guarantees travelers a parking spot, especially during peak travel times and holidays. 

 

Advancing accessibility

MSP has been at the forefront of creating an accessible passenger experience by investing in technology, infrastructure, training and service. MSP continued to pilot its talk-to-text program, a first-of-its-kind program to make gate announcements more accessible. In 2023, the MAC earned the highest industry accreditation for accessibility through the Airports Council International. The MAC will continue to work collaboratively with the traveling public, airlines and business partners to bring awareness to available resources that help ensure everyone has equal access to the benefits of air travel.

Major improvements at MSP

Reflecting its purpose of providing exceptional airport experiences so Minnesota thrives, the MAC continued investing in significant MSP capital projects that expand capacity and enhance the traveler experience.

Doubling cell phone waiting lot capacity

In 2023, the MAC added a new East Cell Phone Waiting Lot on the south side of Post Road with 100 vehicle spaces. Located less than a quarter mile from the original 40-vehicle waiting area, now known as the West Cell Phone Waiting Lot, this new lot more than doubles parking capacity for motorists waiting to pick up arriving MSP passengers. Both cell phone lots on Post Road are conveniently positioned between Terminals 1 and 2 for quick access to passenger pick-up zones. The expanded waiting lot space meets the growing demand for free, safe and convenient spaces for drivers to wait before picking up passengers. The lots also help reduce traffic congestion near the terminals. 

Upgrading ticket lobby and baggage claim

In 2023, the MAC continued work to upgrade the departures hall, arrivals hall and vertical circulation areas of Terminal 1. Work conducted in 2023 included replacement of baggage carousels 2 and 3. The MAC also upgraded the ticket counter and related equipment at the north end of the departures hall and built much of the new ticket area and mezzanine walkway. These areas are scheduled to open in mid-2024.  

Expanding Terminal 1 rideshare pick-up zone

The MAC relocated and expanded the Terminal 1 rideshare pick-up zone to improve passengers’ ground transportation experience. The pick-up zone was moved one level down to the Terminal 1 Ground Transportation Center, which features a capacity nearly double the previous location. In addition, the spacious new lobby offers more seating and a fully covered pick-up area.

G concourse expansion

Work began in 2023 on the next phase of expansion for the G concourse. Focused on the section of the concourse between gates G8 and G13, this phase includes installation of footings and foundations necessary for future concourse expansion. This phase also includes airside ramp improvements, installation of three new jet bridges and the removal of the skyway connecting the G concourse to the Gold Parking Ramp. When completed, the project will add 85,000 square feet of public space with the same design and amenities as the first phase of expansion. 

Completed G concourse Sky Club

In 2023, the MAC and Delta Air Lines celebrated the completion of a new Delta Sky Club on the recently expanded G concourse. Delta’s build-out of the 21,000-square-foot Sky Club, the airline’s third at MSP, features seating for more than 450 customers and a year-round, all-weather Sky Deck. The Sky Club was a major element in the 2020-2022 expansion and modernization of G concourse between gates G17 and G22. 

Delta Sky Club

- Photo 1: The wood-paneled entrance to the new Delta Sky Club, featuring the Sky Club logo, with the G concourse rotunda in the background. - Photo 1: The wood-paneled entrance to the new Delta Sky Club, featuring the Sky Club logo, with the G concourse rotunda in the background.

Delta Sky Club

- Photo 2: Seating areas in the Delta Sky Club are visible over the main level of the G concourse. - Photo 2: Seating areas in the Delta Sky Club are visible over the main level of the G concourse.

Delta Sky Club

- Photo 3: Seating surrounds a long bar with blue chairs. - Photo 3: Seating surrounds a long bar with blue chairs.
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  • Demo slide 1
  • Delta Sky Club
  • Delta Sky Club

New Airside Modernization Program

In partnership with Delta, the MAC launched the Airside Modernization Program, the largest interior renovation of concourses and passenger gate areas at Terminal 1 since it opened in 1962. The $242 million project will be completed in 2026, delivering a unified and modern design across six of the terminal’s seven concourses (A, B, C, D, F and G). By the time the concourse renovations are completed, the MAC will have invested more than $1 billion in a series of high-profile projects over the course of a decade to transform Terminal 1 from curb to gate.

Airside modernization before and after

Before view of concourse C at the connection to concourse D in MSP's Terminal 1.

- Photo 1: In the before photo, the concourse area has patterned gray carpet. - Photo 1: In the before photo, the concourse area has patterned gray carpet.

Rendering of concourse C connector to concourse D after Airport Modernization Program improvements. 

- Photo 2: In the after rendering, there are columns and clean white walls over white flooring. - Photo 2: In the after rendering, there are columns and clean white walls over white flooring.
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Elevating the passenger experience

The MAC leverages demographic insights, customer sentiment and other data to embrace new technologies that help elevate the passenger experience.
 

  • In 2023, the MAC piloted the MSP RESERVE program at Terminal 2, allowing passengers to schedule a time to go through the TSA security checkpoint. The MSP RESERVE program is a free service giving passengers more control of their airport journey. Passengers made more than 32,000 reservations since the pilot launched in June 2023.
     
  • MSP’s Digital Canvas consists of more than 900 screens across the MSP Airport campus that have transformed the ability to communicate with customers in real-time at every step of their journey. The digital screens help travelers find amenities, convey safety information, and enhance guidance and wayfinding within the airport.
     
  • The MAC is using more data to analyze building capabilities and operations that impact the passenger experience by leveraging software known as Better Airport. This tool was piloted in the summer of 2023 in partnership with the TSA to use forecasts and insights to better align staffing with passenger demands during busy periods.