Exploring New Orleans Airport's Expansive Premises

The Louis Armstrong New Orleans International Airport (MSY) is a large airport, accommodating 10 to 32.9 million passengers per year. It is the largest airport within 300 miles and is currently ranked as the fifth fastest-growing airport in the US. The airport recently underwent a major transformation, with a new 972,000-square-foot terminal featuring 35 gates, two parking garages, and a host of modern conveniences. The new terminal, which replaced the original 1959 structure, is designed to immerse visitors in the culture, geography, and history of New Orleans, offering a unique passenger experience.

The airport's size and growth

The Louis Armstrong New Orleans International Airport (MSY) is a large airport, accommodating 10 to 32.9 million passengers annually. It is the largest airport within 300 miles and has been ranked among the fastest-growing airports in the US.

In 2011, the airport officials decided to replace the original 1959 structure with a new world-class terminal to meet travellers' evolving expectations for convenience and safety. The new terminal, which opened in 2019, is a 972,000-square-foot facility with 35 gates, a 2,000-space parking garage, an I-10 highway connection, and a hotel development site. The terminal's design is based on the curves of the Mississippi River, with skylights and jazz music creating a unique New Orleans experience.

The airport's growth has been explosive, with an additional six-gate concourse added to the original design to accommodate increasing demand for domestic and international travel to the city. This dynamic and complex project was made possible by advanced digital workflows and innovative design solutions.

The new terminal has significantly improved the airport's ranking, jumping from 23rd in 2019 to the top spot in J.D. Power's 2021 North America Airport Satisfaction Study. This ranking is based on customer surveys that focus on dining options, terminal facilities, and other factors. The terminal's state-of-the-art design and enhanced amenities have elevated the airport's reputation, making it a gateway to the exciting city of New Orleans.

Customer satisfaction rankings

The Louis Armstrong New Orleans International Airport (MSY) has seen a significant improvement in its customer satisfaction rankings in recent years. In 2021, it was ranked as the number one large airport in North America for customer satisfaction by J.D. Power, jumping an impressive 10 spots from its ranking of 11 in 2020 and 23 in 2019. This ranking is based on J.D. Power's North America Airport Satisfaction Study, which surveys passengers in six categories: terminal facilities, airport arrival/departure, baggage claim, security check, check-in/baggage check, and food, beverage, and retail. MSY achieved a score of 844 out of 1,000 points in this study.

The improvement in MSY's ranking has been attributed to the construction of a new, state-of-the-art terminal that opened in November 2019. The new terminal features expanded dining and retail options, centralized security checkpoints, and sunlight-filled gate areas. The variety of dining and retail options, including local brands showcasing the spirit of the Greater New Orleans region, earned MSY the top spot in the food, beverage, and retail category of the J.D. Power study.

In addition to the J.D. Power ranking, MSY has also received other accolades for its customer satisfaction and experience. It was named the most efficient airport in North America among airports serving 5-15 million passengers per year by the Air Transport Research Society (ATRS). It was also ranked as the third Best Large Airport by USA Today's 2021 10Best Reader's Choice Award Poll.

The director of aviation, Kevin Dolliole, has attributed the airport's success to the tireless efforts of its team to deliver safe, efficient, and clean facilities and services, even in the face of challenges posed by the COVID-19 pandemic. He has emphasized their commitment to providing unmatched customer service and creating a bright future for MSY.

Prior to the improvements, New Orleans airport had consistently ranked low in customer satisfaction surveys, coming 8th from the bottom out of 65 airports in one survey two years prior to 2020. The sharp improvement in rankings showcases the successful transformation and enhanced customer experience that the airport has achieved.

Terminal facilities

The Louis Armstrong New Orleans International Airport (MSY) has a single terminal with three concourses: A, B, and C, encompassing a total of 35 gates. The terminal is structured across three levels, making it straightforward to navigate.

Departures and Ticketing are located on Level 3, with over 100 check-in counters dedicated to specific airlines and some available for common use. TSA Security Screening is on Level 2, with a single, 15-lane security checkpoint the width of a football field. This allows TSA to expand and contract depending on passenger counts. Arrivals and Baggage Claim are on Level 1.

The terminal is served by I-10. To move between the different levels, travellers can use elevators, escalators, and stairways conveniently located throughout the terminal. Clear signage is posted to guide passengers to their desired locations. For those needing assistance, there are information desks and airport staff available.

International flights are handled in Concourse A, which also houses the airport's customs facilities. Concourse A also contains the vaulted arrivals lounge, which is a remaining portion of the airport's 1959 terminal complex.

The terminal's 35 gates are spread across the three concourses beyond the security check-in, allowing people access to approximately 45 restaurants and shops. The terminal is equipped with state-of-the-art facilities designed to provide travellers with comfort and convenience. This includes a wide selection of restaurants reflecting New Orleans' culinary heritage, retail stores offering everything from souvenirs to luxury goods, ample parking, car rental services, cab stands, and ride-sharing options. The terminal also offers free Wi-Fi, charging stations, and lounge areas for passengers.

Design and construction

The Louis Armstrong New Orleans International Airport (MSY) is a medium-sized airport located 11 miles west of downtown New Orleans. The airport covers 1,500 acres of land and contains two runways, two helipads, and two fixed-base operators (FBOs) serving business and general aviation aircraft. The airport is owned by the City of New Orleans and is the primary commercial airport serving the New Orleans metropolitan area and southeast Louisiana, handling over 80% of all air passengers in the state.

In 2011, the original 1959 terminal structure was due for an upgrade, and airport officials recognised the need for a new world-class main terminal to meet travellers' changing expectations for convenience and safety. The new terminal complex, designed by world-renowned Argentine-American architect Cesar Pelli, was approved in 2015 with a budget of $598 million. The construction of the North Terminal Project commenced in January 2016, with a groundbreaking ceremony held on January 14, 2016. The construction cost eventually rose to $1.029 billion.

The new terminal, designed by the Crescent City Aviation Team (CCAT), a joint venture of Atkins and LEO A DALY, features a unique design inspired by the geography of the Delta region and the soft curves of the Mississippi River. The building is symmetrical, forming a gentle arc on three sides, with a monumental roof that rises towards the centre, where it crests over a large central skylight. The terminal facades are primarily glass, providing views of the airfield. The terminal is smaller than its predecessor, covering 972,000 square feet (or 987,000 square feet, according to another source) compared to the previous 1.1 million square feet.

The new terminal includes 35 gates, a 2,000-space parking garage, an I-10 highway connection, and a hotel development site. The design incorporates a centralised security checkpoint that connects to all three concourses, with 17 TSA lanes to accommodate fluctuations in traffic. The terminal also features an in-line baggage screening system, swing gates for flexibility between international and domestic flights, and concessions located down the centre of the concourse, allowing passengers to enjoy the sights, sounds, and flavours of New Orleans while waiting for their flights.

The construction of the new terminal presented several challenges. The site's marshy soil required 5,000 piles to be driven 100 feet to a sandy bed. Additionally, during construction, it was determined that passenger growth would exceed original projections, leading to the addition of a six-gate concourse to the original design. This required significant changes to be made while construction was already underway, and digital workflow capabilities played a crucial role in seamlessly incorporating this new element into the existing design.

Accessibility and amenities

The Louis Armstrong New Orleans International Airport (MSY) is located 11 miles west of downtown New Orleans and is easily accessible via the I-10 highway. MSY is the largest airport within 300 miles, serving as a gateway to the Gulf Coast region of the United States. The airport has undergone significant transformations since its original structure was built in 1959, with a new terminal opening in 2019. This 972,000-square-foot terminal features three concourses, 35 gates, and two new parking garages, with a surface parking lot next to the terminal and a remote economy garage offering convenient shuttle services.

The terminal design is based on the soft curves of the Mississippi River, with dappled natural light streaming through skylights that evoke the city's tree-shaded urban markets. The terminal boasts a three-story central atrium with a jazz garden, featuring live jazz music, and a glass-sealed image of live oak trees in the morning fog adorns the main elevator. MSY's concession program showcases the spirit of New Orleans, with passengers enjoying cuisine from local staples within view of their gates.

MSY offers a seamless experience for passengers with a single security checkpoint for both foreign and domestic flights, adapting to accommodate large tourist crowds during special events. The airport has been designed with convenience in mind, and its layered, open architecture makes it easy to navigate. It also features a state-of-the-art in-line baggage screening system, enhancing efficiency for travellers and TSA operations.

In addition to its architectural and aesthetic features, MSY provides a range of amenities to enhance the customer experience. Beyond the checkpoint, passengers have access to over 40 food and retail concessions, contributing to its recognition as the number one large airport in North America for customer satisfaction by J.D. Power in 2021. MSY also launched the MSY Guest Pass program in 2019, allowing non-ticketed visitors access beyond security to shop or dine, or to visit friends or family who are travelling.

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