Denver International (DIA) officials acknowledged the low ranking in peoples’ minds of its concessions program and vowed to revamp its offerings after scoring poorly in a J.D. Power and Associates customer-preference survey of major U.S. airports, according to the Denver Post.
According to the Post, Patrick Heck, acting deputy manager for revenue management, told the Denver City Council that DIA would emphasize known local, regional and national brands; limit the number of stores any one concessionaire can operate; shorten the length of concession leases; and install a more rigorous selection and evaluation process.
Current concession leases average nearly 10 years and 70% of concessionaires have been at DIA since it opened in 1995, the Post reported.
