>>Announcer: MAJOR SUPPORT FOR CAROLINA BUSINESS REVIEW PROVIDED BY-- >> WHAT IS AIR TRANSPORTATION LIKE NOW?

IF YOU HAVE BEEN THROUGH AN AIRPORT, WHAT IS AIR TRANSPORTATION LIKE NOW?

IF YOU HAVE BEEN THROUGH AN AIRPORT AT ALL, YOU KNOW IT'S DIFFERENT.

IT'S BUSY BUT IT'S DIFFERENT.

I'M CHRIS WILLIAM AND WELCOME BACK TO THE LONGEST RUNNING SOURCE OF CAROLINA BUSINESS, POLICY AND PUBLIC AFFAIRS SEEN EACH WEEK ACROSS NORTH AND SOUTH CAROLINA FOR MORE THAN 30 YEARS.

THANK YOU FOR SUPPORTING OUR DIALOGUE.

IN A MOMENT, WE WILL BRING TOGETHER THE FOUR AIRPORT CHIEFS FROM CHARLOTTE, RALEIGH, COLUMBIA AND CHARLESTON, AND WE'LL UNPACK WHAT AIR TRAVEL AND AIRPORTS ARE NOW.

>>Announcer: GRATEFULLY ACKNOWLEDGING SUPPORT BY-- >> ON THIS EDITION OF CAROLINA BUSINESS REVIEW, HAYLIE GENTRY OF THE CHARLOTTE-DOUGLAS INTERNATIONAL AIRPORT, AND MICHAEL LANDON FROM THE RALEIGH-DURHAM INTERNATIONAL AIRPORT.

[ THEME MUSIC ] ♪♪ >> AND WELCOME, AGAIN TO OUR PROGRAM.

WE ARE HONORED TO HAVE BOTH MICHAEL AND HAYLIE FROM RALEIGH AND CHARLOTTE AIRPORTS JOINING US.

AN IMPORTANT PROGRAM NOTE.

COLUMBIA, SOUTH CAROLINA, AND CHARLESTON AIRPORT DIRECTORS WERE ALSO SCHEDULED TO BE ON THIS PROGRAM BUT LAST MINUTE TECHNICAL ISSUES PROHIBITED THAT.

BUT WELCOME.

GOOD TO HAVE YOU BOTH.

HA HAYLIE I'M GOING TO START WITH YOU.

THE IDEA OF PANDEMIC AND COVID-19 HAS BEEN A DISRUPTER, TO SAY THE LEAST.

HOW IS THIS SEISMIC CHANGE SHIFTED THE CULTURE?

NOT ONLY JUST INTERNALLY AT THE AIRPORT, HAYLIE, THE IDEA OF WHAT AN AIRPORT LIKE CHARLOTTE IS?

HOW HAS IT SHIFTED IT?

>> WOW, THAT IS CERTAINLY A LOADED QUESTION WITH SO MANY TENTACLES THAT WE COULD TALK ABOUT.

I WILL TELL YOU THAT THE PANDEMIC IS PROBABLY THE MOST LIFE-CHANGING EVENT IN THE LIFE CYCLE OF THIS AIRPORT IN MANY-- I MEAN, IN ANY TIME DURING OUR HISTORY.

I HAVE BEEN HERE 30 YEARS AND WE SURVIVED A LOT OF DIFFERENT THINGS, 9/11, VARIOUS AIRCRAFT INCIDENTS, THE FINANCIAL CRISIS OF 2008, BUT NOTHING IMPACTED THE AIRPORT LIKE THE PANDEMIC.

IT'S IMPACTED EMPLOYEES AND THEIR PERSONAL LIVES, IN THEIR FINANCIAL LIFE, IN THEIR WORK LIFE, THEIR HEALTH LIFE.

IT HAS TOUCHED EVERY ASPECT OF WHAT WE DO HERE.

THE AIRLINES HAVE REALLY GONE THROUGH A TUMULTUOUS FINANCIAL CRISIS.

THEY ARE STARTING TO COME OUT OF THAT THANKS TO THE FEDERAL GOVERNMENT AND THE FUNDS THAT ARE AVAILABLE.

BUT IT HAS REALLY REQUIRED AIRPORTS TO PIVOT.

WE ARE GREAT AT HAVING PLANS WE HAVE MASTER PLANS.

WE HAVE DEVELOPMENT PLANS, FINANCIAL PLANS.

WE'RE ALWAYS TESTING AND LOOKING TO THE FUTURE, BUT WE HAD TO MAKE A DEFINITE STOP AND WE HAD TO PAUSE.

WE HAD TO REGROUP.

WE HAD TO PIVOT AND MAKE DIFFERENT DECISIONS.

>>IC INTOLE, SAME QUESTION.

AND TO TAKE IT A LITTLE BIT FURTHER THAN WHAT HAYLIE JUST REFERENCED, SO THE AIRPORT, RDU, CHARLOTTE, AND OTHER AIRPORTS, IN MANY CASES, ARE AN AGENCY OR EXTENSION OF PUBLIC GOVERNANCE AGENCIES.

SO YOU'RE AT THAT PLACE WHERE IT'S ALMOST PRIVATE ENTERPRISE, PRIVATE BUSINESS, BUT YET YOU'VE GOT AN OVERLORD THAT IS A CITY COUNCIL OR COUNTY COMMISSION.

HOW DO YOU STRADDLE THAT?

HOW DO YOU BE FLEXIBLE ENOUGH, AS HAYLIE JUST TALKED ABOUT HOW IT'S CHANGED?

>> I'M GOING TO GO BACK TO YOUR QUESTION AND TALK ABOUT CULTURAL SHIFT.

THAT CULTURAL SHIFT FOR ME IS REALLY MORE OF A LABOR SHIFT.

YOU KNOW, TYPICALLY AS YOU KIND OF GO INTO RECESSIONS, STARTING TO DOWNSIZE AND, YOU KNOW, FEWER PEOPLE THAT ARE NEEDED FOR YOUR OPERATION, YOU KNOW, I THINK AS WE GOT INTO THE PANDEMIC, WE KIND OF FORECASTED AS WE CAME OUT OF IT, LABOR WAS NOT GOING TO BE AN ISSUE THAT WE WERE GOING TO BE FACED WITH.

THERE WERE A LOT OF PEOPLE LOSING THEIR JOBS AND THE ECONOMY WAS IN KIND OF A ROUGH CONDITION.

IT DIDN'T APPEAR THAT WAS REALLY TRUE.

IT REALLY CAME OUT OF HERE PRETTY STRONG.

AS WE STARTED IT GO INTO THE PANDEMIC, A LOT OF OUR PEERS ACROSS THE COUNTRY WOUND UP PROVIDING VOLUNTARY SEPARATIONS TO REDUCE OVERALL HEAD COUNT.

WE WEREN'T AFFECTED IN TERMS OF DOING THAT UNTIL WE GOT TO NOVEMBER 2020 WHERE WE WERE DOWN 70% OF WHERE WE WERE.

IT WASN'T UNTIL WE MARCHED OF 2021 WHERE WE SAW THIS HUGE SURGE OF CUSTOMERS COMING BACK TO THE FRONT DOOR BECAUSE THEY HAD SHOT.

WE STARTED TO LOOK AT STAFFING AND OUR STAFFING WENT FROM 361 PEOPLE DOWN TO ABOUT 290 PEOPLE.

AND THE RECRUITMENT PROCESS, WHILE WE THOUGHT THERE WERE LOTS OF PEOPLE OUT THERE JUST WAS NOT THERE.

THERE'S CRITICAL AREAS OUT THERE, ESPECIALLY THE VOCATIONAL SKILL SET, PLUMBERS, ELECTRICIANS, PLUMBERS, POLICE OFFICERS, THAT PIPE LINE THAT SITS OUT THERE REALLY IS NOT THERE AND THE VOLUMES THAT ARE ACTUALLY NEEDED.

I ACTUALLY TALKED TO THE PRESIDENT FOR THE NORTH CAROLINA COMMUNITY COLLEGES, AND HE ACTUALLY INDICATED THAT IN 2019, I THINK THE LABOR FORCE WAS SHORT BY ABOUT 400,000 PEOPLE.

THAT GOT WORSE.

IN NORTH CAROLINA ONLY THAT GOT WORSE AFTER THE PANDEMIC.

SO YOU GOT THE SILVER TSUNAMI.

THAT WAS A TOPIC OF CONVERSATION IN 2019.

EVERYBODY SAID ALL THESE BABY BOOMERS ARE GOING TO RETIRE.

I HAD 40 PEOPLE THAT WOUND UP RETIRING DURING THE PANDEMIC.

I GOT ANOTHER 50 PEOPLE ELIGIBLE FOR RETIREMENT ON A STAFF OF ABOUT 300 THAT WILL RETIRE IN THE NEXT 24-36 MONTHS.

THE LABOR MARKET IS THE MOST SHOCKING THING I DIDN'T PREDICT IT.

I TALK TO MY PEERS, THEY DIDN'T PREDICT IT.

ALL BUSINESSES ARE FIGURING OUT WHAT DO WE DO?

MONEY IS NOT THE ONLY OPTION HERE IN TERMS OF QUALITY OF LIFE AND WORKING FROM HOME.

ALL OF THOSE THINGS THAT ARE NEW ELEMENTS THAT WE'RE HAVING TO DO THAT AND STAFF A 24/7 OPERATION.

>> I'M SORRY, MICHAEL.

HAYLIE TO BRING INTO THAT PART OF THE CONVERSATION, THE IDEAS THAT THE CULTURES PROBABLY NOT AN OVERREACH TO SAY THAT THE DNA OF THE CULTURE HAS CHANGED.

IT'S DRIVEN BY CUSTOMERS AND FINANCING, OF COURSE, AND THE CUSTOMERS THAT ARE FLYING THROUGH THE BUSINESS AND THE PERSONAL.

HOW IS THE PERSONAL BUSINESS CHANGE AND WHAT DO CUSTOMERS WANT NOW?

>> WE CERTAINLY SAW A CHANGE IN THE DEMOGRAPHIC OF ALL OF OUR TRAVELERS DURING THIS TIME PERIOD.

THERE'S LOTS OF BUSINESS TRAVELERS.

BUSINESS-- WE LOST THE BUSINESS TRAVELER.

BUSINESS BECAME VIA ZOOM OR WEBEX.

IT TOOK A DRAMATIC TOLL ON WHAT THAT PASSENGER EXPERIENCE AND WHAT THE PASSENGER IS TRAVELING FOR.

WE NEED FIRST-TIME FLIERS THAT WE NEVER SEEN BEFORE.

THEY DON'T HAVE THE EXPERIENCE.

THEY DON'T HAVE THE KNOWLEDGE OF BEING IN THE ENVIRONMENT BEFORE.

A LOT OF FIRST-TIME EDUCATION.

WE LEARNED THAT IN THIS ENVIRONMENT WHERE PEOPLE WERE NOT SPENDING AS MUCH TIME IN PUBLIC, WE LOST OUR ENTIRE BREAKFAST SEGMENT.

EVERYBODY WAS EATING BEFORE THEY CAME TO THE AIRPORT.

THAT USED TO BE A BIG, IMPORTANT COMPONENT TO OUR BUSINESS.

OUR CONCESSIONEERS HAD TO PIVOT.

PRE-PACKAGED SNACKS GOT REALLY IMPORTANT.

PEOPLE DIDN'T WANT TO SIT IN A RESTAURANT.

THEY WANTED TO TAKE THEIR FOOD, CARRY IT ON AND EAT IT IN THEIR SEATS.

WE LEARNED A LOT ABOUT THE PASSENGER DURING THIS TIME.

I THINK THE BUSINESS TRAVELER IS STILL THE WILDCARD.

WE HAVE MANY FORTUNE 500 COMPANIES IN CHARLOTTE.

SOME OF THEM ARE STARTING TO TRAVEL AGAIN.

MOST OF THEM ARE SAYING THEY WILL LOOK AT THAT SERIOUSLY AFTER THE NEW YEAR.

WE ARE ANTICIPATING SOME TRAVEL FROM THE BUSINESS SECTOR IN JANUARY BUT ALL OF THAT IS CONTINGENT ON HEALTH ENVIRONMENT AS WELL.

THAT'S AN ONGOING WILDCARD.

I THINK THE BUSINESS TRAVELER MAY NOT BE THE WAY IT WAS IN THE PAST.

WE MAY ONLY GAIN A PERCENTAGE OF THAT BACK BECAUSE OF THE NEW TECHNOLOGIES THAT ARE AVAILABLE.

>> PLACES LIKE VRBO TALK ABOUT THAT AND THE BUSINESS TRAVELER AND THEY COINED THIS TERM WORK-CATION AND I'M SURE YOU HEARD A SEMBLANCE THAT PEOPLE WANT TO GO SOMEWHERE FOR 30 DAYS AND WORK.

THAT DOESN'T SEEM LIKE IT'S GOING TO BE ENOUGH TO BACKFILL WHAT THE BUSINESS TRAVELER WAS, BUT DOES IT SHOW UP?

>> I THINK WE'RE STARTING TO SEE THAT SHOW UP WHERE PEOPLE ARE, YOU KNOW, HAVING-- OR THEY WANT TO LIVE IN DIFFERENT LOCATIONS AND YET THE COMPANY STILL REQUIRES HAD EMTO SHOW UP AT SOME POINT IN TIME LIKE NEW YORK.

I WANT TO LIVE IN CHARLESTON.

I LIVE IN CHARLESTON BUT EVERY THREE WEEKS, I GOT TO GO TO NEW YORK CITY TO GO TO MY JOB AND CHECK IN WITH THE COMPANY.

COMPANIES ARE ALLOWING THAT REMOTE WORK BUT THEY STILL WANT YOU TO CHECK IN WITH THE COMPANY TO MAKE SURE THAT EVERYBODY IS KIND OF IN LINE FROM A CULTURAL STANDPOINT, FROM THE BUSINESS OBJECTIVE STANDPOINT, ALL IN ALIGNMENT.

I WANT TO ADD ABOUT THIS PASSENGER EXPERIENCE.

WHAT WAS THE PASSENGER EXPECTING AND ESPECIALLY WHEN WE GET A LOT OF THESE LEISURE CUSTOMERS?

I WOULD SAY IT'S TWO THINGS FROM ME.

IT'S FRICTIONLESS AND CONTACTLESS.

CUSTOMERS DON'T WANT TO TOUCH ANYTHING F I DON'T TOUCH ANYTHING, I FEEL SAFER GOING THROUGH THE FACILITY.

EVEN THOUGH THE FACILITIES ARE VERY SAFE.

IN OUR PARTICULAR CASE, THE RESIGNATION WITH THE LICENSE PLATE AND I CAN COME UP, RECOGNIZE THE LICENSE PLATE AND YOU PAY FOR THE PARKING AND GO TO THE PARKING SPOT AND YOU LOOK AT KIOSK.

WE'RE WORKING ON TECHNOLOGY INSTEAD OF TOUCHING A KIOSK, YOU CAN ACTUALLY USE YOUR PHONE, SELF-TAGGING OF THAT.

FROM A CONCESSION STANDPOINT, CUSTOMERS WANT IT WHEN THEY WANT IT AND WE INTRODUCED WHAT WE WILL CALL A GHOST KITCHEN CONCEPT.

THIS IS BACK OF THE HOUSE, ALL THE CHEFS WITH EIGHT DIFFERENT CONCEPTS, FIVE OF THOSE ARE GOING TO BE NATIONAL.

THREE OF THOSE ARE GOING TO BE LOCAL.

YOU CAN LITERALLY WHEN YOU'RE STANDING IN LINE ORDER YOUR FOOD AND INSTEAD OF GOING INTO A SITDOWN RESTAURANT, THERE'S HEATED LOCKERS OR COOL LOCKERS THAT THEY CAN GET THE FOOD.

SO YOU CAN RAPIDLY GET YOUR FOOD.

GO SIT IN THE AREAS OR WALK RIGHT ONBOARD YOUR PLANE.

THAT'S THE FRICTIONLESS EXPERIENCE THAT CUSTOMERS ARE EXPECTING WHEN THEY COME TO OUR FACILITIES.

>> I'M SORRY.

I THINK THAT'S A GREAT THING TO POINT OUT.

WE HAVE A SIMILAR PARKING PROGRAM LIKE MIKE WAS TALKING ABOUT AND WE HAVE IMPLEMENTED THAT DURING THIS TIME PERIOD AND IT HAS GONE GANGBUSTERS.

WE WERE JUST STARTING WITH THAT PROJECT PRIOR TO THE PANDEMIC, BUT BEING ABLE TO BOOK YOUR PARKING IN ADVANCE BEFORE YOU SHOW UP AT THE AIRPORT, PAY FOR IT, DO EVERYTHING ONLINE, I MEAN, YOU JUST CAN'T BEAT THAT AND IT'S JUST BEEN SO EMBRACED BY THE CUSTOMERS.

SO A LOT OF THE SAME THINGS WE'RE LOOKING AT IN OUR ENVIRONMENT.

I THINK THEY'RE BECOMING NOT ONLY A PASSENGER DESIRE, IT'S BECOMING A PASSENGER EXPECTATION.

>> SO GOOD QUESTION WOULD BE, ALL RIGHT.

I THINK IT WOULD BE THESE ARE PERMANENT CHANGES.

AND THESE ARE SAVE TO SATISFY A COVID FEAR.

>> ABSOLUTELY NOT.

I THINK IT MEETS THAT STANDARD, BUT I ALSO THINK IT'S ENGAGING THE PASSENGER IN A DIFFERENT WAY WHERE WE'VE NOT BEEN ABLE TO DO THAT AS EFFECTIVELY BEFORE.

WE ARE-- ANY OPPORTUNITY WE GET TO COMMUNICATE WITH OUR PASSENGERS BEFORE THEY SHOW UP ON THE DOORSTEP OF THE AIRPORT IS A WIN FOR US.

THEY COME BETTER PREPARED.

THEY COME BETTER EDUCATED AND THEY COME WITH SOME EXPECTATION OF WHAT THEY'RE GOING TO EXPERIENCE WHEN THEY GET IN THIS ENVIRONMENT AND THERE ARE LESS SURPRISES WHICH MAKES FOR A BETTER EXPERIENCE FOR EVERYONE.

THE THINGS YOU ARE SEEING IN CONCESSIONS WITH THE AUTOMATIC CHECKOUT, I DON'T SEE THAT EVER CHANGING.

I THINK THE PASSENGER LIKES IT.

THEY DON'T NEED THAT EXPERIENCE WHEN YOU'RE GETTING A BOTTLE OF WATER OR A SOFT DRINK.

THEY'RE PREPARED TO HANDLE IT ON THEIR OWN MUCH LIKE YOU BUYING YOUR GAS NOW.

>> ADDING TO THAT, IF YOU THINK ABOUT IT FOR 12 PLUS MONTHS, A LOT OF THESE CUSTOMERS WERE SITTING AT HOME.

WHAT WERE THEY DOING?

THEY WERE USING MOBILE TECHNOLOGY TO DO JUST ABOUT EVERYTHING.

GROCERY SHOPPING, DON'T DO THAT ANYMORE.

I WILL DO IT ONLINE AND GET IT DELIVERED WHEN I WANT IT AT THE END OF THE DAY.

THAT EXPECTATION CUSTOMERS HAVE ABOUT ALL OTHER TYPES OF SERVICES.

BANKING RIGHT NOW.

I DON'T NEED TO GO TO THE BANK.

I CAN DEPOSIT MY CHECK ON MY PHONE.

THAT EXPERIENCE NEEDS TO BE TRANSLATED IN AIRPORTS.

AIRPORTS LIKE CHARLOTTE, RDU ARE LOOKING TO FIGURE OUT HOW WE CONTINUE TO INVOLVE THIS TECHNOLOGY TO MAKE IT FRICTIONLESS AS POSSIBLE.

THAT'S WHAT THE EXPECTATION IS OF THE CUSTOMER BECAUSE THAT'S WHAT THEY DO IN REAL LIFE OUTSIDE OF FLYING THROUGH AIRPORTS >> IF YOU ARE JUST JOINING US WE RETALKING TO AIRPORT DIRECTORS FROM BOTH RALEIGH AND CHARLOTTE.

THERES WHAT A TECHNICAL PROBLEM.

WE EXPECTED TO HAVE COLUMBIA AS WELL AS CHARLESTON JOINING US AS WELL BUT DUE TO LAST-MINUTE TECHNICAL ISSUES THEY COULD NOT JOIN US.

LET ME COME BACK TO YOU ON SOMETHING.

LET'S SHIFT.

IT SA REPORTS THIS YEAR TENSIONS HAVE RISEN AND AIR RAGE HAS RISEN.

WHY DO YOU THINK THAT IS?

[LAUGHTER] >> THERE ARE MANY FACTORS.

THAT'S A COMPLICATED QUESTION.

>> HOW MANY MINUTES DO WE HAVE HERE?

>> I THINK FOR US IN THE CHARLOTTE ENVIRONMENT, IT'S BEEN A COMBINATION OF THINGS.

ONE AND THERE A LOT OF THING THAT ARE OUT OF THE TRAVELER'S CONTROL.

SO A LOT OF TIMES PEOPLE HAVE A HIGH LEVEL OF ANXIETY WHEN THINGS ARE GOING FOR FECTLY.

YOU ADD INTO THAT AN UNSEASONED TRAVELER AND THAT IS A FEDERAL MASK MANDATE, SOMETHING AIRPORTS ACROSS THE COUNTRY ARE DEALING WITH.

AND YOU ADD ON TOP OF THAT WHATEVER THE PASSENGER TOOK TO HELP THEM RELAX AND THEY HAVE A COCKTAIL HERE AT THE AIRPORT, IT CAN BE A RECIPE FOR DISASTER.

LY TELL NEW CHARLOTTE, WE HAVE BEEN VERY AGGRESSIVE IN THIS AREA.

WE HAVE MET WITH OUR LOCAL POLICE.

WE'VE MET WITH OUR AIRLINES.

WE MET WITH THE LOCAL DISTRICT ATTORNEY.

WE'VE HAD ALL OF US IN THE SAME ROOM TALKING ABOUT WHAT PROTECTIONS ARE THERE FOR EMPLOYEES, WHAT ARE OUR RESPONSES WHAT ARE WE DOING IN OUR ENVIRONMENT THAT SUPPORT THE PEOPLE WHO ARE ON THE FRONTLINES AND WHO MAY BE EXPERIENCING THIS?

THERE'S ALSO A NATIONAL CAMPAIGN WITH THE FAA RIGHT NOW.

I THINK MIKE HAS EXPERIENCED THIS IN THEIR TERMINAL.

THERE'S PSAs AND REMINDERS ABOUT PASSENGER BEHAVIOR, BUT MOST OF OURS, QUITE HONESTLY, HAS CENTERED AROUND MASKS AND WHETHER OR NOT SOMEONE IS GOING TO WEAR THEM OR NOT.

>> MICHAEL, WHAT DO YOU THINK?

>> YEAH.

I THINK YOU ONLY HAVE TO LOOK AT THE NATIONAL NEWS ON A DAILY BASIS SEE THE DIVIDE IN THIS COUNTRY.

YOU SAW THE ELECTION.

THERE'S A DIVIDE THERE'S A 50/50 SPLIT JUST ABOUT ON EVERY ISSUE.

YOU LAYER THAT IN WITH THE TRAVEL EXPERIENCE.

YOU HAVE YOUR TSA SCREENING AND NOW FEDERAL MANDATES FOR WEARING MASKS.

ALL OF THAT IS A PERFECT FORMULA AND PUTTING THAT ONBOARD THE AIRPLANE THAT'S CHALLENGING.

I THINK WE'RE TRYING TO EDUCATE AND THAT THE CONDUCT IS NOT ALLOWABLE.

I THINK THE FAA IS TRYING TO RAMP UP ENFORCEMENT IN THEIR SPACE AS WELL AS WITH TSA.

WE'RE NOT GOING TO TOLERATE THAT.

THAT SHOULD NOT BE ABOARD THE AIRPLANE.

BUT IT'S CHALLENGING.

IT'S VERY CHALLENGING.

I THINK UNTIL WE CAN WORK OURSELVES THROUGH, HOPEFULLY ENCOURAGING PEOPLE TO GET VACCINATED WHERE WE CAN AND HAYLIE, YOU SAID SOMETHING AND I WANT TO COME BACK AS A ONE-OFF.

I HEARD DELTA CEO A COUPLE YEARS AGO SPEAKING TO THE SMALL GROUP OF US.

HE SAID SOMETHING THAT WAS PRETTY SURPRISING.

HE SAID ON ANY GIVEN AIRPLANE, IN GENERAL, ON ANY GIVEN FLIGHT, ANY GIVEN AIRPLANE, IF YOU LOOK AROUND, 70% OF THOSE PASSENGERS, THAT WILL BE THE ONLY FLIGHT THAT THEY HAVE DURING THAT YEAR.

WHEN YOU CONSIDER THAT AND I GUESS I'M ASKING YOU, THAT 70% OR A MAJORITY OF THE PASSENGERS PASSING THROUGH THE AIRPORT ARE INFREQUENT FLIERS AND DON'T HAVE THE EXPERIENCE, IS THAT WHAT YOU WERE TALKING ABOUT ABOUT THE INCREASED STRESS ON THOSE THAT ENTER AN AIRPORT?

>> YEAH.

YES.

EXACTLY, WE HAVE THE SAME ISSUE IN OUR ENVIRONMENT AND I THINK THAT ANY OPPORTUNITY AN AIRPORT CAN MAKE TO CONNECT WITH THAT PASSENGER BEFORE THEY ARRIVE IS REALLY IMPORTANT IN TODAY'S WORLD.

IT'S NOT EASY.

YOU CAN'T JUST SHOW UP TO THE AIRPORT AND GO GET ON YOUR AIRPLANE.

THERE ARE THINGS YOU HAVE TO DO.

IF YOU ARE TRAVELING WITH CHILDREN.

IF YOU ARE TRAVELING WITH SOMEONE WHO IS IN A WHEELCHAIR, THOSE ARE ALL COMPLICATIONS THAT CAN MAKE THAT EXPERIENCE REALLY TROUBLESOME FOR SOMEONE WHO HAS NEVER BEEN IN OUR ENVIRONMENT.

WE ACTUALLY HAVE A PROGRAM WE JUST STARTED HERE IN CHARLOTTE, CALLED THE SUNFLOWER PROGRAM.

AND IF OUR PASSENGERS WILL LOOK, THERE ARE PEOPLE THROUGHOUT OUR ENVIRONMENT, EMPLOYEES THAT ARE WEARING LAND LANIARDS AND IT MATE BE TARGETED FOR PEOPLE WITH DISABILITY.

IT MAY BE UNSEEN.

MAYBE SOMEONE WITH AUTISM AND YOU ARE DOING THROUGH THE CHECKPOINT AND THAT'S ALARMING.

SOMEONE WILL HAVE TO TOUCH THIS PERSON AND GO THROUGH A SCREENING DEVICE.

THESE PEOPLE-- WE JUST LAUNCHED THIS THAT ARE BEING TRAINED ON THIS.

THESE PEOPLE WILL HELP YOU.

THEY HAVE SPECIAL TRAINING.

THEY'RE IN THE AIRLINES.

THEY'RE IN THE FOOD SERVICE AND AIRPORT STAFF.

I THINK THIS IS A GREAT WAY TO TRY TO HELP COPE WITH THAT STRESS THAT WE WERE TALKING ABOUT AND THAT UNEDUCATED TRAVELER.

>> MICHAEL, LET ME ASK YOU A QUESTION AND GO INTO INN A LITTLE BIT DIFFERENT OF DIRECTION AND AS YOU REFER TO THE TRAVEL ANXIETY OF TRAVELERS AND APPROACHING TSA HAS BEEN LEGENDARY AND RDU, LET'S USE THAT AS AN EXAMPLE, DO WE HAVE NOW, WHEN WE TALK ABOUT COVID OR THE CONSIDERATION OF A PUBLIC HEALTH PANDEMIC, DO WE HAVE NOW A PERMANENT PROTOCOL IN PLACE FOR HEALTH SCREENING, IN OTHER WORDS ARE WE NOW GOING TO HAVE HEALTH SCREENING WHENEVER YOU COME INTO AN AIRPORT LIKE RDU?

>> I DON'T KNOW THAT WE OFFICIALLY HAVE A HEALTH PROTOCOL THAT'S BEEN ESTABLISH ON A NATIONAL BASIS SO PRESIDENT JUST AUTHORIZED INTERNATIONAL TRAVEL AND OF COURSE, YOU HAVE TO BE VACCINATED AND YOU GOT TO BE TESTED INBOUND AND OUTBOUND.

I THINK THE FEDERAL GOVERNMENT IS TRYING TO COME UP WITH WHAT THAT STANDARD IS GOING TO BE.

I THINK THE DEFAULT IS EVERYBODY WEARING A MASK.

AS YOU KIND OF LOOK AT THE HISTORY SINCE WE STARTED IN THIS PANDEMIC TO TODAY, THERE'S BEEN LITTLE TRANSMISSION THAT OCCURRED AS A RESULT OF ONBOARD-- FLYING ABOARD THOSE AIRPLANES OR ACTUALLY IN THE AIRPORT.

TYPICALLY WHAT WE SEE WHEN PEOPLE LEAVE THE AIRPORT, THEY TAKE THEIR MASKS AND THEY LEAVE IT ON THE BAGGAGE CAROUSEL THINKING I TRAVELED HERE SAFELY AND COVID GOING TO FOAL LE ME TO MY DESTINATION.

THAT'S WHERE THEY USUALLY WHERE THEY PICK UP THE SICKNESS.

THE PROCESS, ITSELF, RIGHT NOW IS WEARING MASK AND ENCOURAGING EVERYONE TO GET VACCINES.

WHAT DOES THE FUTURE LOOK LIKE?

WE DID WORK WITH DUKE UNIVERSITY AND TALKED WITH THEM ABOUT WHAT DOES THE FUTURE OF THESE PANDEMICS LOOK LIKE?

AND THEY KIND OF COMMUNICATED TO US THAT THERE WILL BE ANOTHER PANDEMIC.

IT WILL BE DIFFERENT THAN THIS ONE.

THE REAL QUESTION IS HOW QUICKLY DOES IT HIT US?

DOES IT HIT US IN TWO MONTHS, TWO YEARS OR TWENTY YEARS BUT WE WILL GET GET ANOTHER ONE THAT WILL SHOW UP.

WHAT WE HAVE IN PLACE AND WEARING THOSE MASKS IS EXTREMELY EFFECTIVE THAT DOESN'T ALLOW THE DEVELOPMENT OF SOME OF THESE VACCINES THAT ARE VERY HELPFUL PREVENTING PEOPLE FROM GOING INTO THE HOSPITAL.

AND SO I THINK THAT PROTOCOL, SOCIAL DISTANCING AND THE CLEANING STANDARDS IS PROBABLY HOW WE'LL PROBABLY TREAT THE NEXT KIND OF PANDEMIC THAT SHOWS UP.

BUT WE DON'T HAVE A SCREENING STANDARD YET BUT I THINK IT COULD BE IN THE AND YOUTURE THAT WE NEED TO DEVELOP.

>> TO FOLLOW UP WITH THAT, MICHAEL.

HOSPITALS WERE FIRST MOVERS ON THIS FOR OBVIOUS REASONS AND VACCINATIONS WERE A CONDITION OF EMPLOYMENT.

ARE AIRPORTS LIKE THAT, OR WILL AIRPORTS HAVE TO BE LIKE THAT?

>> YEAH.

SO THAT IS AN INTERESTING CONVERSATION WE'RE HAVING RIGHT NOW.

THERE'S A FEDERAL MANDATE OUT THERE FOR FEDERAL WORK PERCENT THEY TIE IN FEDERAL CONTRACTORS.

WE HAVE CONTRACTS WITH THE FEDERAL GOVERNMENT WHO ARE CLEARLY TRYING TO UNDERSTAND, ARE WE BOUND BY THAT REQUIREMENT OR NOT?

A LOT OF THE INDUSTRIES, AIRLINE INDUSTRIES AND A LOT OF THE AIRLINES ARE MANDATING THOSE VACCINES.

I WILL TELL YOU THAT IS A CHALLENGING PLACE TO BE BECAUSE, AGAIN, IF YOU LOOK POLARIZATION OF OUR ENTIRE COUNTRY, YOU HAVE A 50/50 BLEND AND WE THINK 60% OF THE PEOPLE ARE VACCINATED AND WE TALK ABOUT A WORKFORCE OUT OF 60 PEOPLE LOSING ANYBODY COULD BE EXTREMELY CHALLENGING TO THE POINT YOU MAY NOT HAVE ENOUGH STAFFING TO ARE A FIRE DEPARTMENT TO MEET YOUR INDEX.

YOU CAN'T OPERATE.

THESE ARE DELICATE ISSUES THAT WE'RE TRYING TO THINK THOUGHTFULLY THROUGH.

I KNOW WE'VE GOT A DOCTOR COMING FROM UNC HEALTH THAT IS DEALING WITH COVID AND MANAGING COVID FOR OUR COMMUNITY.

HE'S GOING TO COME AND SPEAK BEFORE OUR STAFF ON TUESDAY TO CONTINUE TO EDUCATE THEM ON THE VALUE OF VACCINES.

BUT I THINK THIS IS WE'RE LEARNING ALONG THE WAY AND TRYING TO EDUCATE PEOPLE OF THE VALUES OF THE VACCINE.

>> HAYLIE, WE GOT ABOUT FIVE MINUTES LEFT.

LET'S UNPACK A LITTLE BIT IN THIS FIVE MINUTES, TRANSPORTATION POLICY.

CONGRESS DEBATES MANY THINGS AND CERTAINLY NATIONAL TRANSPORTATION POLICY HAS BEEN ON THE TOP FIVE AT LEAST.

WHAT ARE YOUR HOPES?

WHAT ARE YOUR FEARS ABOUT WHAT MAY COME DOWN THE NEXT FEW MONTHS AROUND TRANSPORTATION POLICY FOR YOU?

>> I THINK WE ARE ALL ANXIOUSLY AWAITING TO SEE IF THE INFRASTRUCTURE BILL IS GOING TO SINK OR SWIM.

WE'RE TOLD THAT THERE WILL BE SOME SORT OF INFRASTRUCTURE BILL.

THERE SEEMS TO BE A SENSE OF CONFIDENCE ABOUT THAT AND WHAT IT PROVIDES FOR AIRPORTS REMAINS TO BE SEEN.

THE DRAFT LEGISLATION DOES HAVE CONSIDERABLE FUNDING.

IT IS REALLY FOCUSED ON INFRASTRUCTURE, BUILDING AN AIRFIELD AND MIKE AND I CAN SPEAK TO THE FACT THOSE ARE CRITICAL TO OUR OPERATION.

WE HAVE AGGRESSIVE PROGRAMS THAT ARE OCCURRING IN OUR ENVIRONMENT AND THE OPPORTUNITY TO HAVE FEDERAL SUPPORT WITH THAT WOULD BE HELPFUL.

I THINK FOR US, THE TIMING, TRYING TO UNDERSTAND IT AND TRYING TO BE SURE THAT WE HAVE ADEQUATE TIME TO RESPOND IS GOING TO BE VERY IMPORTANT.

WE SPEND A GREAT DEAL OF TIME ENGAGING WITH OUR COUNTERPARTS, WE TALK EVERY OTHER WEEK, ALL OF THE AIRPORTS IN THIS STATE, TRYING TO UNDERSTAND THE LEGISLATIVE ENVIRONMENT AND ENSURING THAT WE'RE WORKING COLLECTIVELY IN THE BEST INTEREST OF OUR COMMUNITY.

I THINK MOVING FORWARD, THOSE COMMUNICATIONS ARE GOING TO BE MORE CRITICAL.

I KNOW THAT WE'RE NORMALLY ENGAGING OUR LEGISLATORS, STATE, FEDERAL, STATE AND FEDERAL AND I THINK THAT'S GOING TO BE REALLY IMPORTANT AS WE MOVE FORWARD.

IT'S A FAST-CHANGING LANDSCAPE.

THERE IS A LOT OF FUNDING THAT IS COMING FORWARD THAT IS PUSHING FOR RAIL SO THAT'S GOING TO BE INTERESTING AS WE-- AS WE CONTINUE TO DEVELOP AIRPORTS DOES THAT AND WILL THAT IMPACT WHAT THE FUTURE OF AIRPORTS LOOKS LIKE.

BUT I THINK IT'S NEVER GOING TO NOT BE A PRIORITY AS LONG AS WE ARE BOTH GROWING AIRPORTS >> WE HAVE A MINUTE LEFT.

YOU WEIGH IN.

ARE YOU OPTIMISTIC ABOUT TRANSPORTATION AND FUNDING AROUND INFRASTRUCTURE?

>> I AM OPTIMISTIC ABOUT THIS.

I THINK OUR TRADE GROUPS, AIRPORT COUNCIL INTERNATIONAL OF AMERICA AND AMERICAN AIRPORT EXECUTIVES, THEY DID A NEEDS AANALYSIS.

THAT NEED IS $25 BILLION A YEAR FOR COMMERCIAL AIRPORTS.

THERE'S INFRASTRUCTURE BILL HAS 25 BILLION BUT IT DOESN'T GO TOWARD AIRPORTS.

SOME OF IT IS FOR TERMINAL INFRASTRUCTURE AND AIRFIELD TYPE INFRASTRUCTURE.

SOME OF IT GOES TO PAY FOR FAA PROGRAMS AND WE'RE GETTING A FIFTH OF WHAT WE NEED AND THEY'RE GOING TO SPREAD THAT OVER A FIVE-YEAR PERIOD.

THERE IS A SIGNIFICANT SHORTFALL FOR INFRASTRUCTURE DOLLARS THAT ARE NEEDED TO FUND THE AIRPORTS IN THIS COUNTRY.

>> MICHAEL, HAYLIE, THANK YOU FOR JOINING US BEST OF LUCK AND THANKS FOR SOME OF INCITE ON TRAVELING THROUGH AIRPORTS.

EVEN SEASONED TRAVELERS GET A LITTLE UPTIGHT ABOUT GETTING IN AND ANXIOUS IN THE AIRPORT.

THANK YOU FOR WORKING HARD TO MAKE IT HAPPEN.

A SPECIAL PROGRAM NOTE, ELLIOTT AND MIKE GOOLA FROM COLUMBIA AND ELLIOTT FROM CHARLESTON, WERE NOT ABLE TO JOIN US HERE AT THE LAST MINUTE.

WE DID NOT HAVE REPRESENTATION FROM OUR PARTNERS DOWN IN SOUTH CAROLINA.

WE APOLOGIZE FOR THAT.

WE MIGHT BE ABLE TO BRING THAT TO YOU AT ANOTHER TIME.

THANK YOU ALL.

THANKS FOR WATCHING OUR PROGRAM.

IF YOU HAVE ANY QUESTIONS OR COMMENTS OR WOULD LIKE TO WATCH PAST PROGRAMS OR THIS PROGRAM AGAIN, YOU CAN GO TO CAROLINABUSINESSREVIEW.ORG AND MAKE COMMENTS OR WATCH PROGRAMS.

UNTIL NEXT WEEK, SAFE TRAVELS AND THANK YOU FOR YOUR BUSINESS AND THANK YOU FOR WATCHING.

GOOD NIGHT.

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