Our concessions employees are the true ambassadors of our terminals—delivering exceptional service to every traveler, and for that, we are grateful.
On April 8, we held our first annual Customer Experience Awards at Chicago O’Hare International Airport Terminal 5. Known as “The ExtraORDinaries,” the event brought together more than 50 concessions team members, the Chicago Department of Aviation, and other key stakeholders to celebrate the people who make the Terminal 5 experience outstanding. The awards recognize exceptional achievements in hospitality, sales, community involvement, and overall customer service. Guests enjoyed a catered breakfast, the awards ceremony, and a prize raffle. As teams look ahead to 2025, competition is already ramping up for next year’s awards.
“Delivering exceptional service is impossible without the dedication of our concessions employees here at O’Hare,” said Brian Petrow, URW VP, O’Hare. “It was an honor to recognize so many hard-working individuals who don’t hesitate to go above and beyond. Our T5 team has truly embraced our customer service program.”
We look forward to celebrating even more incredible team members at next year’s event!
Outstanding Hospitality: Goddess & Grocer
Goddess & Grocer went above and beyond in 2024, achieving a perfect 100% score on every mystery shop evaluation. Their hard work, professionalism, and commitment to creating positive customer experiences did not go unnoticed. They have set the bar for outstanding service and hospitality.
Best Community Involvement Award: Hudson
Hudson truly demonstrated what it means to give back. Through their collaboration with local minority-owned brands & small businesses and their active participation in community aid initiatives such as the local coat drive and Toys for Tots, Hudson stood out for their community impact.
Best Teamwork Award: I Love Chicago
Together, teamwork achieves a goal faster and more efficiently. The team from I Love Chicago was recognized for their impressive collaboration and unity. Through their outstanding communication and daily efforts, they have demonstrated what it means to work together seamlessly toward shared success.
Best Online Reputation: Garrett’s Popcorn
Garrett’s Popcorn is frequently praised on all online platforms and consistently delights customers, resulting in the highest rating, an impressive 4.42 out of 5 stars. There is no question about their service and product when guest comments include reviews such as, “The best, the best, the best.”
Sales Excellence (Retail): Dufry
Dufry demonstrated remarkable dedication to driving growth. Through their outstanding sales contributions and active participation in numerous marketing efforts, they have impressively moved the sales needle throughout 2024.
Sales Excellence (F&B): McDonald’s
Customer satisfaction is a top priority for McDonald’s, resulting in impressive sales growth. This operator continues to stay laser-focused on the guest and is dedicated to elevating their overall strategy in the food & beverage world.
Above & Beyond: Chick-fil-A
Chick-fil-A has been open for less than a year but has made a significant impact in that time. From actively participating in our Expect the Exceptional training to delivering exceptional experience through their in-house standards and CX program, Chick-fil-A has gone above and beyond.
Connection Award: Dunkin’
Dunkin’ has been recognized for its efforts to expand its footprint within the terminal, build meaningful relationships with guests and staff, and demonstrate a willingness to partner on initiatives.
Rising Star Award: Burger King
Rapidly gaining popularity and seeing success, Burger King was honored as a rising star. Their immense growth in teamwork and connectivity has allowed them to face the challenge of operating within an airport terminal.
Pilot Award: Junior Vazquez (McDonald's)
Leaders make the difference in this industry, and we are pleased to recognize Junior Vazquez with the Pilot Award for his dedication, leadership, and strong work ethic. He has set a high standard for his team, developed a fantastic relationship with URW, has impeccable communication, plus eagerly participated with Expect the Exceptional and our larger T5 team.
