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Dallas/Fort Worth International Airport (DFW) has rolled out an innovative feature in its Terminal C aimed at improving passenger experience. A new robotic coffee kiosk, introduced by the Fort Worth-based Ampersand Coffee House, eliminates the need for traditional baristas by using automation to serve coffee and other hot beverages.
According to the airport's CEO, Sean Donohue, the introduction of this feature aims to enhance passenger satisfaction by reducing wait times. Passengers can order and pay via a touchscreen, and the machine, known as Gizmo, will prepare the selected beverage. Drinks can be collected from secure pick-up windows that open with a QR code. Gizmo offers a choice of 27 signature drinks, such as espresso, latte, and various types of tea, including breakfast and peppermint.
The change reflects a broader shift in how food and beverage services are viewed at airports. Ed Newton, Director of Pragma, a consultancy firm, explained, “F&B [food and beverage] was viewed as something of a poor relation, one that doesn’t achieve quite as high sales densities as the luxury, speciality retail stores.... Now, as people are more comfortable with eating out, and do so much more frequently, so their expectations of what they want their dining experience to be have increased, forcing airports to improve their F&B offering.”
