Putting passengers first

How the Chicago Department of Aviation is integrating a passenger-centric strategy to maintain its position as a global connectivity leader 

By Thyatiria Towns, Deputy Commissioner | Chicago Department of Aviation

Every day, Midway (MDW) and O’Hare (ORD) International Airport welcome thousands of travelers who have a choice in where they begin, end or connect their journeys — and that choice is shaped by how confidently and comfortably they can move through the airport.

As the owner and operator of both airports, the Chicago Department of Aviation (CDA) is focused on positioning our airport system as the system of choice, advancing our long‑term vision of connecting Chicago to the world and the world to Chicago. Achieving our vision depends on delivering an experience that makes every guest — whether passenger or visitor — feel genuinely welcomed, supported and empowered at every step of their journey.

That’s why we are deploying a holistic, guest-centric strategy across our system. The evolution reflects our understanding that the passenger experience isn’t a single touchpoint or the responsibility of one department but an integrated effort across our entire airport ecosystem through guest-first design and construction, thoughtful technology adoption and organizational culture.

Guest-first design and construction

At the CDA, we believe in welcoming all guests with warmth and an immediate sense of belonging, expressed not only through human interaction but also through the built environment. At O’Hare, we have implemented a major capital program, ORDNext, that integrates the guest-first strategy from arrival to departure. A marquee element of ORDNext is Concourse D, a $1.3 billion, 19-gate project that broke ground in 2025 and is scheduled for completion in late 2028.

Concourse D’s design will feature high ceilings, large skylights and a central oculus atrium that streams natural daylight to multiple concourse levels, improving comfort, orientation and reducing stress. Column‑free sightlines and wide circulation paths will simplify wayfinding and reduce congestion during peak travel periods. Tree‑inspired structural columns and natural materials (wood tones, greenery, soft curves) are intended to create a calmer, park‑like environment for passengers. Flexible seating, a dedicated children’s play area and ample retail and concessions will offer something for everyone.

At Midway, we recently completed an eight-year, $400 million modernization program.

The design’s guest-facing improvements include a dramatically expanded passenger security checkpoint to speed processing, an upgrade of the terminal parking garage for more intuitive navigation and a comprehensive concessions redevelopment to expand and refresh dining/retail options for travelers.

Throughout these large-scale modernizations, both Midway and O’Hare have maintained their status as among the busiest airports in the world, evidence that travelers continue to choose our airports even amid unprecedented construction activity, demonstrating that transformation and passenger comfort can progress together.

By instituting guest-driven design and construction, we are elevating our system to be seamless, intuitive and welcoming, reinforcing Chicago’s position as a global gateway for connecting passengers.

Accessible guest engagement

We are continuing to advance our guest-first strategy by prioritizing accessibility for all and strengthening our community connections. For example, both Midway and O’Hare offer sensory‑friendly kits to help our neurodiverse passengers reduce stress and navigate the travel experience more comfortably. Along the same lines, our Hidden Disabilities Sunflower Program enables guests with non‑visible disabilities to discreetly signal when they may need additional time, patience or assistance.

We also provide the Aira app free of charge. Aira offers on-demand navigation and guidance for blind and low-vision travelers, as well as remote video interpreting services to support communication for deaf and hard-of-hearing passengers.

Accessibility is also emphasized through Family Night, hosted at each airport in collaboration with airline partners and the Transportation Security Administration. This orientation event guides families through the departure experience in a relaxed, supportive setting, allowing them to become familiar with the terminal’s family-friendly amenities and on-board procedures.

Creating greater accessibility also means recognizing that people engage with information in different ways. We provide both digital and print communications, and for those who prefer a more personal interaction, our ambassadors offer in‑person assistance.

We also make a point of connecting with our community beyond airport property. One of our most popular initiatives is our Papa Blu bus. The bright blue, fully accessible mobile classroom brings aviation education, career exposure and business opportunities directly into Chicago’s 77 community areas. By meeting people where they are, we expand awareness of aviation pathways and strengthen community connections to the airport.

Through engagement, we are ensuring that every airport guest feels welcome, supported and confident — reinforcing Chicago as a globally competitive hub that travelers of all ages, backgrounds and abilities actively choose for efficient, comfortable journeys.

Thoughtful technology adoption

Advancing a guest-first strategy also requires a data-driven culture. By collecting and analyzing passenger flow data, for example, we gain deeper insights into how guests move through our airports, helping us allocate resources more effectively, reduce congestion and enhance overall reliability – benefits that are felt directly by travelers navigating busy terminals.

Other systemwide technology applications include:

• Biometric and contactless screening, which has reduced Federal Inspection Services interactions to as little as 12 seconds
• Digital wayfinding tools that empower passengers to navigate our terminals independently and confidently
• Operational technologies that have streamlined our ID-badging and visitor-intake processes

We value the role these technologies play in helping us create a guest-first experience because they meet our adoption criteria. First, as we explore innovations, such as humanoid information robots and autonomous wheelchairs, we do so with a clear understanding that these technologies would supplement — not replace — our workforce, enabling us to reassign our staff to other guest-focused roles. Second, any technology investment must enhance our flexibility and scalability, ensuring that today’s solutions remain relevant as travelers’ habits and expectations continue to evolve.

By thoughtfully implementing technology, we balance innovation with human connection, improving efficiency, accessibility and reliability while preserving the personal support that defines our guest-first approach.

Aligning culture and operations

To successfully integrate modernization programs and technologies that support our customers, we must also have the alignment of leadership, departments and stakeholders. For example, our Customer Experience Council brings together airline partners, the Transportation Security Administration, concessionaires, accessibility providers, cargo operators and airport leadership to define customer service standards, monitor performance and implement continuous improvement. The message is simple but powerful: We all have a role to play in the passenger journey. 

We also provide educational opportunities to enhance our workforce’s understanding and appreciation of what a guest-first experience is and how to deliver it successfully. Through customer experience certifications and industry accreditation, we are embedding global best practices into our daily operations and delivering repeatable, high-quality experiences that encourage repeat passengers.

Destination of choice

We recognize passengers have a choice when they travel – especially when they have connecting flights – and we want them to choose Chicago. Deploying a guest-first strategy is helping us achieve that goal. By advancing guest-first design and construction, accessible engagement, thoughtful technology adoption and aligning our culture, we are reinforcing our position as a globally competitive aviation hub and fulfilling our mission of connecting the world to Chicago and Chicago to the world while ensuring every guest feels welcomed, supported and valued from curb to gate.