Presentation: Concessions Forum, 8.24.17

Concessions August 2017 Forum

08.24.2017

1 Welcome Zenola Campbell Vice President, Concessions

2 Agenda

Welcome & New Staff Introductions Air Service Development Millennial Dining Trends Grab Updates Concessionaire Food Donation Program Coca-Cola Updates BDD Compliance Technology Security Airport Safety and Security Docks and Storage & Terminal C Updates Hiring Recruitment and Janitorial Survey Award Criteria / Clean Working Friendly Questions and Closing

3 United Way Golf Tournament

Date: Wednesday, October 11, 2017

Platinum Sponsor - $15,000 Gold Sponsor - $10,000 Breakfast Sponsor - $8,000 Lunch Sponsor - $8,000 Apparel Sponsor - $8,000 Merchandise Sponsor - $8,000 Beverage Cart Sponsor - $8,000 Photo Sponsor - $8,000 Team Sponsor - $2,500

4 Air Service Matt Whitehead Airline Relations and Analytics Manager

5 DFW Air Service Highlights

Global Strategy & Development

6 DFW enplanements projected to hit record high in FY 2017

DFW Enplanements (in Millions) 35 +1.2% YOY 33 33.3 32.5 32.9 31 31.4 30.6 29 29.9 30.1 29.1 28.9 29.1 27 27.9 28.2

23 FY 00 FY 07 FY 08 FY 09 FY 10 FY 11 FY 12 FY 13 FY 14 FY 15 FY 16 FY 17

CAGR represents Compound Annual Growth Rate

Source: DFW Monthly Flight Activity Reports, GSD Forecast 7 International enplanements has grown tremendously in the last 5 years

DFW International Enplanements (in Millions) 5 +6.4% Y/Y

4 4.4 4.1 3.9 3.5 3 3.3 2.8 3.0 2

0 FY 11 FY 12 FY 13 FY 14 FY 15 FY16 FY 17

CAGR represents Compound Annual Growth Rate

Source: DFW Monthly Flight Activity Reports, GSD Forecast 8 FY 2017 International Passengers International passenger traffic was up across most regions.

Canada 8.6% 1.5% Europe 15.4% 12.9%

Asia/Pacific 6.0% 17.1% Mexico 35.1% 8.5 % 7.2% Middle East 3.1%

Central & South 14.8% America (3.7)%

Source: DFW Monthly Flight Activity Reports Note: Percentages within text boxes denote FY YOY change; Color circles with percentages represents relative passenger market share Note: Caribbean (3.0%), not included in picture

9 International Service Growth

10 AA announced seasonal service to Rio de Janeiro, Brazil starting December 2017

Starting Dec 15, 2017

Source: Public announcements 11 New Domestic Service

12 AA launches seasonal service to Lihue, Hawaii starting December 15, 2017

Starting Dec 15, 2017

Source: Diio Mi schedules 12 months December. 2017 13 DFW – A Global Super Hub

14 DFW Airport is a Global Super Hub with non-stop service to 56 international destinations

Destinations Region/Country Mexico 18 Central America 7 South America 7 Asia 5 Canada 4 Caribbean 6 Europe 6 Middle East 3 Australia 1

15 Source: DFW Monthly Flight Activity Reports Holiday and summer traffic projections

16 Labor Day 2017 holiday traffic projections

Labor Day 1.31

1.292 1.29

1.28

1.262 1.26 Passengers(millions)

1.25 FY2016 FY2017

Source: DFW Monthly Flight Activity Reports, GSD Forecast

17 Millennials Dining Trends Nikki Jones Insights and Strategy Director, The Integer Group Dallas

18 MILLENNIALS: DINING OUT August 2017

GENERATIONS 2017 IN 10 7 to 22years 1995- GEN Z Ages: Born:

15 2010

20 25 MILLENNIALS 23 to 38years 1979- Ages: Born: 30

1994 35

AGE 40

39 to 52 years 52 to 39 1965 GEN X Ages: Born: 45 -1978

50 55 53 to 71 years 71 to 53 BOOMERS 1946 60 Ages: Born: -1964

70 72 to 92 years 92 to 72 1925 SILENT 75 Ages: Born: -1945

80+

1994

SPENDING POWER FRAGMENTATION LIFESTAGE

equality #5 happiness

curiosity #6 family

learning #7

#9 #10 VALUES KEY DIFFERENTIATING

2016 KEY RISING VALUESFROM 2010- family,and my I actively seek I actively ways to keep keep to ways from harm or friends safe myself, my safety danger +40

to obtain expert expert obtain to I always strive I always expertise knowledge skills +27 or or

Iconoculture Source: I believe it is myit I believe my duty tofulfill my community and family, friends, obligations to to obligations country duty +14

equality #5 happiness

curiosity #6 family

learning #7

#9 #10 VALUES KEY DIFFERENTIATING

2016 KEY RISING VALUESFROM 2010- family,and my I actively seek I actively ways to keep keep to ways from harm or friends safe myself, my safety danger +40

to obtain expert expert obtain to I always strive I always expertise knowledge skills +27 or or

Iconoculture Source: I believe it is myit I believe my duty tofulfill my community and family, friends, obligations to to obligations country duty +14

96%

95%

90%

% DINED IN CATEGORYIN DINED % PAST DURING MONTHS 3 56%

69% Fast Casual Fast

62%

43%

71%

Casual Dining 80%

74%

64%

Source: Morgan Stanley Morgan Source: Boomers X Gen Millennials Total

Older Millennials Older (1979-1985) 65.7%

Younger Millennials Younger (1986-1994) 57.0%

COST

Gen Xers Gen 68%

Boomers 53%

Iconoculture Source: 32 © 2017 The Integer Group TREND: EXPERIENCE IS IS EVERYTHING EXPERIENCE TREND: THOSE WHOSAY THEYSHAREPHOTOS ON SOCIAL MEDIA Boomers 11% Other (Gen Z and Z (Gen Other OF FOOD ORDERED ORDERED FOOD OF AT ARESTAURANT

Seniors)

10% Gen Xers Gen

31%

Millennials 48%

MONTH RESTAURANTS PER ATCUISINES ETHNIC DIFFERENT FOUR CONSUME

Association Restaurant National Census, U.S. Sources: 35 © 2017 The Integer Group TREND: GROWTH OFGROWTH GLOBALTREND: “Our research found that ethnic cuisines have become part of regular diets for a for diets of regular part become have cuisines ethnic that found research “Our majority of Americans, indicating that the global flavors trend is only getting getting only is trend flavors global the that of indicating majority Americans, – stronger.” Annika , Director of Research Communications Stensson,

National Restaurant Association National

Association Restaurant National Census, U.S. Sources:

Less Processed 42%

WHATHEALTHY FOOD AT ARESTAURANT TO MILLENNIALS MEANS Natural 40%

Fewer Artificial Fewer Ingredients 34%

Low Calorie Low 29%

Organic 22%

Locally Grown Locally 16%

Fat Free 14%

Smaller Portion

11%

Good for Planet 10%

Sugar Free 6%

To health of definitions personal meet Towant don’t they on items money wastenot A To portray to wantthey image the reflect

new,every visit unique experience

CUSTOMIZATION

TAKE - OUT 62

MILLENNIALS %

Look at MenuLook at 35%

Location/Hours REASONS FOR USING RESTAURANT MOBILE APP RESTAURANTMOBILE USING FOR REASONS 32%

Pay for Order for Pay 26%

Loyalty Points/Rewards 26%

Order for Delivery/Take- 23% out

Track Order Track 18%

Reorder a Saved Order 17%

43 © 2017 The Integer Group KEY TAKEAWAYS 44 © 2017 The Integer Group NEEDS AND WANTS DECISIONS IN DINING Delicious Indulgent Something Healthy Customizable Low cost Fresh quality High Avalue good FOOD

CHARACTERISTIC

I I get can’t any place other

FOOD CHARACTERISTICS CONSIDERED AS IMPORTANT AS CONSIDERED ATRESTAURANTS CHARACTERISTICS FOOD

MILLENNIALS 39 46 63 65 75 81 85 86 89 GEN XERS 36 32 53 57 74 87 85 94 89 BOOMERS 35 42 63 69 68 89 90 90 93

INCREASES IMPULSEOCCASIONS

vs.

Menu Options Menu Craveability OCCASIONSIMPULSE

47 Grab Updates Cristen Mosley Concessions Project Manager

48 Program Overview Background

Grab is an open platform that connects airport restaurants, retailers, and services to travelers

• DFW was introduced to Grab by American Airlines

• DFW is the first Grab airport

• Grab now has 181 locations in 20 airports

4 9 Program Goal Performance

• Current Transactions

• Passengers - 60%

• Employees - 40%

• DFW currently has around 30 locations

• We plan to add 30 more locations by the end of CY2017 (60 locations total)

50 Program Observations Focus Groups

• Expressed that they loved the idea of an app for the airport and mobile ordering

• See what restaurants are close to their gate • Loved the idea of “Grab and Go” • Would definitely use it if available to them

51 Mobile Ordering Marketing Efforts

• Gate Pylons in Terminals • Dioramas in Terminals B and D • Banners in Terminal C and D • Walled Garden Ad on mobile • Website promotion • E-Newsletters to over 1M • Breakroom posters – AA and DFW • Emailed flyers to all AA contacts • Pop up messages on mobile app • Social Media push • Built filers for digital assets that highlight the 20% offer for passengers through October

52 Next Steps Marketing

• American Way Magazine – October issue • Ambassadors to hand out 20% off coupons • Video/Posters for badging office

53 Concessionaire Food Donation Program Carolyn Phillips Concessions Manager, Food and Beverage

54 Food Donation Program

• We would like to engage our Concessionaires do donate surplus food. • Baked goods, prepared foods, fruit, vegetables, etc.

• With three docks, we will have the opportunity to easily transport food to a central spot for pick up by a food pantry.

• We will be sending out a survey within the next week on this program.

• Let me know if you want to be on the planning team!

55 56 Clean Working Friendly Awards The Salt Lick BBQ – A16

57 Clean Working Friendly Awards Vino Volo – A17

58 Clean Working Friendly Awards Chalice Beer Café Kiosk - C14

59 Clean Working Friendly Awards South of Gate 6 – C7

60 Clean Working Friendly Awards Brooks Brothers – C12

61 Coca-Cola Updates Elicia Hubach Senior Sales Executive, National Foodservice

62 2017 DFW Quarterly Meeting August 24, 2017 Bottled Beverage Performance

Top 20 Bottle Can Sales Locations YTD Volume DFW WDFG WAREHOUSE 9,602 DFW HMS HOST WAREHOUSE 6,796 DFW NBC5 TRAVEL STORE LACREME 4,398 DFW TRAVELMART NR D20 4,292 DFW 7 ELEVEN 039656 4,016 DFW CNBC NEWS A20 3,424 DFW HUDSON NEWS HUDSON BOOKSE 3,249 DFW HUDSON B43 2,854 DFW RAILHEAD SMOKEHOUSE D17 2,421 DFW 7 ELEVEN 039782 2,353 DFW DFW TRAVELMART C12 2,272 DFW DUNKIN DONUTS B5 2,141 DFW EINSTEIN BROS BAGELS A11 2,051 DFW SIERRA NEWS C30 1,722 DFW DFW NEWS E22 1,687 DFW QDOBA MEX GRILL 775A16 1,630 DFW UNO DUE GO C33 1,430 DFW TGI FRIDAYS 1,391 BrandFGR NEW VNTRS 2 LLCRetail Cost Profit Margin1,170 DasaniDFW COUSINS BBQ B47 $ 2.50 $ 0.55 $ 1.95 78% 1,157 smartwater $ 3.00 $ 1.07 $ 1.93 64% COMING TO A STORE NEAR YOU…. New Coca-Cola Zero Sugar

• Updated packaging • Updated recipe

• Tested in over 25 countries and new recipe and graphics have proven to yield higher sales results  consider adding facing of the new Coca-Cola Zero Sugar to maximize sales lift from new packaging!

Fountain Beverage Performance

Retail Cost Profit Margin

$2.25 $0.30 $1.95 87%

20oz Q2 Bev Gallons Fin OZ Top 20 Volume Performers Drinks* Profit 0000001860538 - DFW SUBWAY B15 518 786 25,422 $49,546 0000001860565 - DFW TGI FRIDAYS C30 483 786 23,703 $46,195 The0000001860562 average - DFW TGI FRIDAYS B12 store makes453 786 $5,450 22,229 per$43,323 month. 0000001860561 - DFW TGI FRIDAYS A14 438 786 21,492 $41,887 0000001860567 - DFW TGI FRIDAYS E17 413 786 20,264 $39,493 Would0000001860495 - DFWyou THE SALT believeLICK BAR-B-QUEA16 that393 you786 could 19,282 $37,578make over 0000001860537 - DFW PAPPASITOS A28 380 786 18,668 $36,382 0000001860476 - DFW CALIFORNIA PIZZA KITCHEN 320 786 15,720 $30,637 0000001860563 - DFW TGI FRIDAYS C07$25,000 308 per 786 month 15,106 $29,440 0000001860579 - DFW DFW TRAVELMART D20 295 786 14,492 $28,244 0000001860511 - DFW DICKEYS BBQ C06 253 786 12,404 $24,175 0000001860591 - DFWon GAS MONKEY fountain BAR N GRILL D31 193beverage 786 9,457 sales? $18,430 0000001860463 - DFW AUNTIE ANNE S C22 183 786 8,965 $17,473 0000001860141 - DFW 7 ELEVEN E13 175 786 8,597 $16,755 0000001860447 - DFW PIZZA HUT & EINSTEIN BROS 165 786 8,106 $15,797 0000001860438 - DFW PIZZA HUT C06 165 786 8,106 $15,797 0000001860536 - DFW PAPPADEAUX SEAFOOD KITCHEN 163 786 7,983 $15,558 0000001860544 - DFW TIGIN IRISH PUB D20 160 786 7,860 $15,319 0000001860592 - DFW BLUE MESA TACO & TEQUILA 158 786 7,737 $15,079 0000001893420 - DFW AU BON PAIN A34 155 786 7,614 $14,840

*assume 16 fin ounces of product per serving GROWING YOUR BOTTOM LINE WITH BEVERAGES NEW!

NEW EQUIPMENT AND PRODUCT LAUNCH: REFRESH SERVER Refresh Server • Operational Ease! • Make serving breakfast easier with dispensed juice • Eliminate the need for a tea brewer

Machine is 16” W x 26” D x 33” H Disposable 1 gallon bags Rinse mode for daily nozzle cleaning GROWING YOUR BOTTOM LINE WITH BEVERAGES NEW! COMING SOON!

NEW EQUIPMENT AND PRODUCT LAUNCH: BARRILITOS AGUAS FRESCAS Barrilitos Aguas Frescas

32 oz. gable cartons/ 12 units per case Packaging 2.5 Gal BIB

$40.10/case, $16.04/gallon / $0.021 per fin oz $59.42 / $0.022 per finished ounce Price

High Fructose Corn Syrup Sugar Sweetener

FLAVORS

Pear Cucumber Strawberry Hibiscus Pineapple Mango Lime GROWING YOUR BOTTOM LINE WITH BEVERAGES NEW! COMING SOON!

SIMPLIFY OPERATIONS: GOLD PEAK TEA Gold Peak Tea

• BIB – Coca-Cola to provide Variety Tea Tower Dispenser for 4 flavors of Tea • Unsweet / Southern Sweet / Green / Raspberry / Peach – Great for consumer self-serve formats – Eliminate waste of brewed tea and operational work around nightly cleaning of urns

• Fresh Brewed – Coca-Cola to provide brewing equipment and urns – Get all your beverage products on 1 truck from Coca-Cola – 32ct case / 3 gallon brews • Classic Black Tea: $38.38 per case ($1.20 per 3 gallon brew) • Traditional Black Tea: $26.90 per case ($0.84 per 3 gallon brew)

GROWING YOUR BOTTOM LINE WITH BEVERAGES NEW! COMING SOON!

SHIFT YOUR MIX: KIDS BEVERAGES Improve Your Margin on Kids Drinks

• Are you only selling Product Retail Cost Margin *Honest Kids 200mL $1.50 $0.44 71% kids milk today? (organic juice pouch) *Hi C Juice Boxes $1.50 $0.32 79% (aseptic juice box 177mL) • Introducing a kids *Minute Maid Apple Juice Boxes $1.50 $0.43 71% (aseptic juice box 177mL) juice, with an assume Tum E yummies $1.50 $0.68 55% (10.1oz bottles, 5 flavors) Kids Non-Organic Milk 50% shift mix will $1.50 $0.75 50% (estimated cost) improve your margin Kids Milk (estimated cost) $1.50 $1.00 33% by +25% *before distributor mark up

GROWING YOUR BOTTOM LINE WITH BEVERAGES NEW! COMING SOON!

TREND SPOTTING: HEALTHY CONSUMER BEVERAGE CHOICES Keeping Up with Consumer Health Trends Offer premium beverage options for the health conscious traveler!

* Premium Real Sugar, never $3.00 $1.17 61% from concentrate

Premium $2.75 $1.44 48% Cane Sugar

* Super Premium $5.00 $2.49 50% Cold Pressed

* Premium Real fruit and $3.25 $1.15 65% veggies * Premium Ultra Pasteurized, $2.00 $1.00 50% more protein, longer shelf life GROWING YOUR BOTTOM LINE WITH BEVERAGES NEW! COMING SOON!

NEW EQUIPMENT AND PRODUCT LAUNCH: KIDS BEVERAGES Engage Travelers during the Holidays ACDBE Requirements Bennie Miller Business Diversity and Development

79 ACDBE Program Joint Venture Compliance

• Federal Regulation (49 CFR Part 23): All agencies administering an Airport Concessions Disadvantage Business Enterprise (ACDBE) Program are responsible for monitoring the performance of all ACDBE Program participants in a joint venture or other teaming agreement.

• FY 2017 Schedule of Charges: Annual Program Compliance information must be submitted to BDDD by due date. • Subject to $500 noncompliance fee if not received by due date of first notification • Subject to $ 1,000 noncompliance fee if not received within 10 business days from second notification

• Reports and Information: Due date is within (10) business days as requested by the Board.

80 ACDBE Compliance List of Documents • Documentation and/or proof of all capital contributions by the ACDBE joint venture partner(s) and non-ACDBE joint venture partner(s) including any promissory notes.

• Copies of management committee meeting minutes

• Distribution statements of profits and losses

• Annual submittal of reconciliation of Administrative or Management Fees by all parties including verification and documentation evidencing those fees represent a recovery of costs to the provider.

• Change/No Change in Ownership Affidavit

• Federal Tax Return, Schedule K—1 (Form 1065), Partner’s Share of Income, Deductions, Credits, etc.

• Sensitive personal information must be redacted prior to submitting

81 Technology Security Cecil Pineda Assistant Vice President

82 DFW Int’l Airport Cyber Security Awareness

Cecil Pineda Hackers Why Cybercrime is so Common? Motivation Who? • Exponential • Insiders • Risk is Very Low • Hackers • International • Organized Crime prosecution is <1% • Rewards are Very • Nation States High • He/she could be • Tools are cheap (or anyone in the free) Internet • Market for goods

Why? How? Goals • Identity Theft • Disruption (DOS) • Your data • Information Theft • Phishing/Whaling • Organization’s • Competitive • Fake Websites data Advantage • Ads/Pop-Ups • PII, PHI, PCI, • Protest/Hacktivis • Network/Wifi/Mo Proprietary data m bile Intrusion • Bandwidth • Fame • Social • Advertise • Curiosity Engineering • Others • Staging Point • Others Cyber Security Challenges • Data is everywhere

Password Stats • Easiest way to hack into systems • Guessing passwords is easy – they use birthdays, name of pets, schools and also, available online through facebook, etc

Cyber Security Exposure • Too many online identities • Credit Cards, Banks, Social Media, Retailers, Emails, Cloud Accounts, Hobby Sites, Various Apps, Utilities, Others • How many accounts do you have? • Too many devices • Smartphones, PCs, Tablets, Printers, Smart TVs, Web Cameras, Home Alarm Systems • They require updates and password changes too • Same passwords (or similar) across accounts • What did you do with your last smartphone, PC, printer, GPS?

Best Practices • Be careful on: • Emails you open • Websites you visit • Hotspots you connect to • Data that you handle and share • Technical support scams • Social engineering tricks • Devices and Network: • Do not allow non-company device on your network • Password-protect all devices such as PCs, tablets, printers, web cameras, routers and other devices • Change default login and password • Update your PCs and devices regularly

Examples of Cyber Threats

DFW Cyber Security Team

92 93 Clean Working Friendly Awards Travel Mart – C12

94 Clean Working Friendly Awards Travelex Currency Exchange – D24

95 Clean Working Friendly Awards Sunglass Icon – D27

96 Clean Working Friendly Awards Landau – D18

97 Clean Working Friendly Awards XpresSpa – D34

98 Portal Security David Rodriguez Security Services Manager

99 DFW Airport Department of Public Safety

Airport Security Division & Airport Security Training, Research, and Compliance Division (ASTRC) Employee Portals: Safety and Security Compliance

. No piggybacking . No prohibited items . No escorting through portals . No use of portals for personal travel . Must display badge at all times . Remember to read all portal times . Always scan your badge

101 Educational Joint Surge

. Joint partnership between TSA and DFW ASD . 4 day “surge” . 183 violations committed . Potential civil penalties for individual badge holders . Letters of Investigation (LOI) to DFW Airport

102 Storage and Docks Kevin Lemmons Assistant Vice President, Concessions

103 Terminal A

A massive storage area is reaching completion which will hold 28 units. (6,475 leasable SF) Floor sealed by Friday.

Ramp Level under A11 – A15 (Leasing Soon) Terminal A Storage

105 Terminal A Storage

106 Terminal A Storage

107 Terminal A Storage

108 Terminal A Storage

109 Terminal A Storage

C’MON MAN!!!

110 Terminal B

Two large storage areas are coming online in Terminal B, which will add 37 units (9,706 SF).

Ramp B43 (4,513 SF – Leasing Now) Ramp B11 (5,193 SF – Coming Soon) Terminal B43 Storage

112 Terminal B Storage

C’MON MAN!!!

113 Terminal E

Terminal E is the best positioned with regard to storage adding 43 units (10,017 SF).

Ramp E05 (3,000 SF – Coming Soon) Ramp E10 (1,029 SF – Leasing Now)

114 Terminal E

Ramp E13 (4,721 SF) Ramp E28 (1,267 SF)

115 Summary

Prior to TRIP, DFW only had 69 permanent storage locations totaling 25,208 SF.

In Final Condition, we will have over 108 new spaces coming online and add 26,198 SF of new space.

MORE THAN DOUBLING THE AVAILABLE SPACE FOR STORAGE!!!

Docks are also opening for Terminals A and E to further enhance operational efficiency. Terminal A Dock

Now Open at A39!

Elevator Access to A39 Concourse

Screening Lanes

Truck Parking

Cooler Freezer

Dock Master Office Terminal E Dock

In Construction Terminal D Dock – We have Docks for a Reason!

C’MON MAN!!!

119 Terminal D Dock – We have Docks for a Reason!

C’MON MAN!!!

120 Terminal C Concessions Operational Updates ALL DATES SUBJECT TO CHANGE

121 NOW OPEN Terminal C Future Condition May 2018 Chick-Fil-A C25 Caribou Coffee/Einstein C06 Pappadeaux C14 Pappasito’s C19 Pizza Hut C24 chili’s C33

DFW Travel Lounge Dunkin’/Baskin C17 Dickey’s Barbecue C06 Hudson C04 Fort Worth Magazine C33 Attended Advertising MAC C12 Spa Here C12 Emmitt Smith Sports C27 Maggiano’s C15

DFW Travel Lounge FW Inc. C36

Attended Advertising

Color Legend Specialty Retail Duty Free Newsstand Food & Beverage Service Deferred Storage Upcoming Locations in Sep 2017 RFP

September RFP will contain approximately 18 locations

Food & Beverage and Retail in both Terminal C and Terminal D

Pad Site Restaurant at Southgate

Hiring Recruitment and Janitorial Survey Michael Morford Concessions Manager, Advertising and Sponsorships

124 DFW Hiring and Recruitment Program

Current Situation: Challenges in hiring, recruiting and retaining staff has resulted in: • Increased Costs • Negative Impacts on Customer Service • Negative Impacts to Cleanliness • Negative Impacts to Food Safety • Operational Issues

All About Teamwork: • DFW Board – Concessions, Marketing, Corporate Communications, Parking, Access Control and Human Resources. • Concessionaire – Focus Group / Task Force • Public Transportation – DART • Community – Catholic Charities of Fort Worth

125 Concessionaire Focus Group Feedback

Concessionaire Focus Group – Top Priorities Actions • Career Opportunity Awareness Hiring/Recruitment Video Development 9/2017 Concessions Jobs Website Upgrade 9/2017 Media/Marketing Campaign 10/2017

• Badging Dedicated New Hire Days In Place Badging System Improvements Ongoing

• Employee Parking / Bussing Facility/bussing Enhancement Meeting 9/2017 Reduced Employee Parking Rate FY18

• Public Transportation – DART Personalized Route Assistance In Place Van Pool Program In Place Discount Pass Program In Place University Partnerships 10/2017 Metroplex common route mapping 10/2017

• Community Engagement – Catholic Charities Job Placement Development Program Ongoing

126 Reminder – Janitorial Survey Keep an eye on your inboxes!!!

127 Award Criteria / Clean ! Working !Friendly! Jill McGrew Concessions Manager, Business Performance & Analytics

128 End of The Year Award Criteria

Friendly! - Customer Service Champions, Locations: • By Sub Category • High Volume/ Low Volume • Highest Overall Mystery Shop Score • Award = $4,000 • FY16 – 14 awards

Working and Friendly! - Food & Beverage and Retail/Services Operational Excellence Award Criteria: • Highest overall mystery shop scores during FY17 • No critical incident reports during FY17 • Award = $5,000

Friendly! - Customer Service Champion Employee of the Year: • Drawn from the Employee of the Month 100% winners • Food & Beverage • Retail/Services End of The Year Award Criteria

Working and Friendly! - Passenger Amenities Partner of the Year Criteria: • For their seamless transition and their outstanding commitment to providing operational excellence and enhancing the passenger experience

Clean! Working! & Friendly! Concessions Contractor of the Year Criteria: • Schedule • Quality • Responsiveness • Cleanliness • Minimal Issues

Clean! Working! And Friendly! Award Criteria

Quarterly Award Criteria • 100% Cleanliness • 95% Customer Service • No Incidents

Quarterly Awards Given (per FY): • First Award – Certificate • Second Award – Framed Certificate and a $50.00 check • Third Award – Framed Certificate and a $150 check • Fourth Award – Special Award and a $250 check. Most Improved Locations Oct - July

Overall Mystery Shop Score 75 80 85 90 95 100

Jo Malone, Aveda, MAC (D24)

Pinkberry (A26)

iStore Boutique (D21)

Natalie's Candy Jar (A15) FY17 thru July Hudson News (A09) FY16

Sierra News / Ruta Maya (B07L)

Lick (E33)

Hugo Boss / TUMI (D27)

Railhead BBQ/Fuddruckers/Einstein (D17)

Starbucks (D12) Locations that are: Clean! Working! And Friendly!

Consistently do the following: • Greet the customer • Offer assistance • Maintain an exceptionally clean location • Offer a good value for the item purchased

Locations that Need Improvement in: Clean! Working! And Friendly!

Consistently do NOT do the following: • Greet the customer • Go above and beyond • Apologize for delays • Offer specials and/or assistance • Maintain clean locations

Customer Perceptions and Comments Clean Working Friendly

"Tables and floors were dirty" "Staff should be more "Shop for kids, something to polite and should smile." calm people's flying fears, "Food, containers and paper family-friendly features." towels were on the floor." "Area was very dirty, and insects were "Concessions staff was rude to me." crawling around." "If staff were happy and smiling, it would totally change my experience." "Retail space was dirty, especially the floors." "Restaurant was dirty, needed to be cleaned and picked up more frequently." "I was diverted to DFW at 12am and only one place to get food was open." "Please just smile when you are talking to the customers." "Staff looked tired and bored with their job…"

135 136 Clean Working Friendly Awards: Second Time Winners L’ Occitane – D33

137 Clean Working Friendly Awards: Second Time Winners XpresSpa – A25

138 Clean Working Friendly Awards: Third time Winner Ertekin Fashions – A28

139 Closing Zenola Campbell Vice President, Concessions

140

Concessions August 2017 Forum

08.24.2017

142