How the New Terminal One is shaping the future of guest experience and technology in air travel

C: The New Terminal One at JFK

For travellers flying internationally through New York’s JFK Airport in 2026, the New Terminal One promises to deliver an innovative and incredible airport experience like no other once we open our doors. As Vice President of Operations, I am excited to be part of the talented team redefining what it means to travel through one of the world’s busiest airports. At the New Terminal One, we refer to our travellers as “guests” – demonstrating our commitment to hospitality and service excellence. Here is a preview on how the terminal is endeavouring to be on the frontier of air travel, thanks to a combination of cutting-edge technology and commitment to personalised service.

Biometric technology: goodbye lines, hello seamless travel!

Imagine gliding through the airport without ever digging for your passport or boarding pass. At New Terminal One, that vision is becoming reality. Biometric facial recognition will enable a seamless journey for travellers at check-in, security, and boarding, verifying identities with a simple glance. It’s fast, secure, and designed to make long airport lines a thing of the past.

This technology is all about convenience and peace of mind. Guests who opt in can expect a paperless, one-step process – no more fumbling for documents at every checkpoint. The result? Boarding times that are dramatically shorter, and a travel experience that feels effortless.

Personalisation: your journey, your way

New Terminal One is designed for travellers and the way they want to travel. Prefer to handle everything yourself? Self-service bag drops, automated gates and intuitive wayfinding put you in control. Need a little extra help or a friendly face? Guest service ambassadors will be nearby, ready to assist.

The terminal’s open, sunlit spaces will be a stunning backdrop to art installations and flexible seating, inviting guests to relax, recharge, or explore. Whether you’re a business traveller seeking a quiet lounge, a family with energetic kids, or a first-time visitor to New York, there will be a space, and a service tailored for you.

Accessibility: raising the bar for inclusive travel

New Terminal One is making a strong commitment to accessibility, ensuring every guest feels welcome and supported. Dedicated lounges and sensory rooms will offer calm spaces for those who need them, while mobility equipment and trained staff are on hand for guests with physical, sensory or cognitive needs. Our comprehensive PRA (passengers requiring assistance) services will ensure that every guest receives personalised, dignified support throughout their journey.

Technology makes it easier than ever to request assistance – before or during your journey. Whether it’s a wheelchair, an escort through security, or just a little extra guidance, help is always just a tap or a call away. Regular feedback and service audits will also ensure that these offerings truly meet the needs of the community.

Retail and dining: a taste of New York

While technology and service are at the forefront, The New Terminal One’s retail and dining experience also deserves mention. The terminal’s commercial programme, developed with Unibail-Rodamco-Westfield Airports, will feature over 300,000 square feet of shops, restaurants, lounges and recreational space, blending global brands with local favourites. The retail spaces are designed to evoke New York’s streetscapes, offering travellers a genuine sense of place and a curated taste of the city’s culinary and cultural richness.

Rehearsal space by SITA: testing tomorrow’s travel today

Behind the scenes, the New Terminal One team has ensured that our cutting-edge technology is thoroughly tried and tested. What we are bringing into the terminal is fully integrated ahead of time, using a unique rehearsal space powered by SITA, a global leader in air transport technology. Located on Long Island, this replica of the terminal served as a living laboratory where every new piece of technology is put through its paces before our guests ever set foot in the real terminal.

In this rehearsal space, staff, partners and technology providers simulated the entire guest journey-from check-in and security to boarding and baggage claim. It’s a place where ideas were stress-tested, systems were fine-tuned, and staff were trained in real-world scenarios. The goal: to ensure that every technology, no matter how advanced, works seamlessly for travellers on day one.

This commitment to rehearsal and readiness means fewer surprises, faster problem-solving, and a smoother rollout of new services. It’s a behind-the-scenes effort that translates directly into a better, more reliable experience for every guest.

The future of flying starts here

With its blend of cutting-edge technology, thoughtful design, and commitment to hospitality, the New Terminal One at JFK is poised to set a new standard for international travel. For our guests, that means more choices, less stress, and a journey that feels as dynamic and welcoming as New York itself.