Belliotti believes the next big customer service breakthrough will be developed in a place that saw its last flight in 2015. The airport’s old commuter terminal now houses the Innovation Lab. The space features ticket gates, real-time flight information and a luggage carousel held over from its past life. This summer, the repurposed area will be home to nearly a dozen companies developing ideas for airport parking and customer mobility.
“One of the things I’ve kind of tried to caution about is thinking about innovation as technology only,” Belliotti said. “Someone may have a new process or a new way of doing things and looking at it like we haven’t done before.”