Summary:
- The New Terminal One at JFK partners with Wilson James to deliver comprehensive passenger assistance and accessible services.
- Support includes dedicated lounges, sensory rooms, and seamless aid for travellers with physical, sensory, neurological, or cognitive needs.
- Partnership creates local jobs and integrates technology-driven, people-centred solutions to enhance the international travel experience.
The New Terminal One at JFK has selected Wilson James as its dedicated partner to design and operate a comprehensive assistance programme for passengers who require additional support when travelling through the new all-international terminal. The partnership underscores The New Terminal One’s commitment to delivering people-centred and accessible experiences for every traveller.
The New Terminal One is a key component of the Port Authority of New York and New Jersey’s $19 billion transformation of JFK Airport into a world-class gateway, which will include two new terminals, the modernisation and expansion of two existing terminals, a new ground transportation centre, and an entirely new, simplified roadway network.
Under the new partnership at New Terminal One, Wilson James will manage requests for assistance, operate all PRA designated spaces including dedicated lounges and a sensory room, and work closely with airlines, ground handlers, and other partners to ensure seamless journeys for passengers with physical, sensory, neurological, or cognitive limitations. To support the delivery of PRA services at the New Terminal One, Wilson James expects to create about 130 local jobs and offer additional subcontracting opportunities for local businesses.
“At The New Terminal One, accessibility is central to our mission to deliver a world-class guest experience,” said Marisa Von Wieding, Vice President of Operations, The New Terminal One at JFK. “By partnering with Wilson James, we are engaging a proven leader to deliver seamless and dignified support for travellers from the moment they arrive at our terminal until the moment they depart.”
Elizabeth Hegarty, Managing Director – Aviation and Transport, Wilson James, commented: “We’re delighted to be selected by the New Terminal One as their delivery partner, supporting passengers who require assistance to travel. Our innovative service is built on years of industry leading experience supporting millions of passengers across some of the UK’s busiest airports. We’re primed to provide equitable, safe, and dignified passenger journeys that deliver choice, control, and confidence. By combining committed people, world-class training, and smart operational technology, we’re ready to hit the ground running and set new benchmarks for assistance services, in proud partnership with New Terminal One.”
Opening in 2026, the New Terminal One will be a state-of-the art facility offering next-generation technology and modern amenities for a transformational international travel experience at JFK Airport.
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