OAK Elevates Passenger Experience Through Strategic Restroom Renovation

At many airports, restrooms are treated as a basic utility. At Oakland International Airport, they became a strategic investment.

The Terminal Restroom Renovation Program, Phase 1 at OAK shows how even the most routine passenger touchpoints can deliver measurable improvements in satisfaction, operations and long-term performance when approached with intention. Completed in October 2025, the $17 million program modernized aging facilities while establishing a scalable model for future terminal upgrades.

Rather than addressing isolated maintenance issues, airport leadership positioned the project as a broader effort to redefine passenger experience through design, accessibility and operational efficiency.

“OAK is proud to deliver a best-in-class restroom experience to our passengers, ensuring their journey through OAK will be a memorable reflection of our community through modern design, passenger comfort, and accessibility and equity for all our customers,” said Craig Simon, director of aviation for the Port of Oakland.

Reframing a Core Passenger Touchpoint

The project focused on three high-traffic restroom locations in Terminal 1, each addressing long-standing capacity and infrastructure challenges.

Decades-old facilities were undersized for current passenger volumes and no longer aligned with accessibility standards or modern expectations. Aging plumbing, lighting and ventilation systems also created reliability and maintenance concerns.

Phase 1 addressed these issues through a unified, hospitality-inspired design approach. The Gate 3 men’s restroom was fully modernized, while the Gate 4 women’s restroom, closed for more than a decade, was expanded and reopened to relieve congestion in a high-demand post-security area. At Gate 7, an existing facility was converted into all-gender and family restrooms along with the airport’s first dedicated lactation suite.

Across all locations, the design emphasizes intuitive flow, durability and comfort. Centralized sink areas with hands-free fixtures, LED occupancy indicators, improved wayfinding and high-quality finishes create a brighter and more efficient environment that is easier to maintain.

“We are extremely proud of the Restroom Phase 1 Program outcome and the positive impact these facilities are having on the passenger experience at OAK,” said Daniel Pruim, associate aviation project manager for the Port of Oakland. “Our success reflects a true partnership built on open collaboration and authentic transparency.”

Delivering Inside an Active Terminal

Executing the project required overcoming significant challenges tied to aging infrastructure and a highly active terminal environment.

Unknown conditions such as concealed utilities, outdated electrical systems and structural conflicts required real-time redesign and coordination across multiple disciplines. At the same time, the team needed to maintain design quality and preserve a consistent passenger experience throughout construction.

The project team addressed these challenges through a highly collaborative delivery model, with close coordination between the Port of Oakland, HNTB and Webcor.

“HNTB and Webcor were collaborative and solutions-focused partners throughout this project,” said Emilia Sanchez, director of engineering for the Port of Oakland. “Their teams helped navigate the complexities of working in an active terminal while keeping the work on schedule.”

Construction was carefully phased to ensure restroom availability at all times. High-impact work was scheduled during overnight hours, while temporary partitions and clear wayfinding maintained safe passenger circulation and minimized disruption.

“The level of coordination required on this project was significant,” said Joan Zatopek, aviation planning and development manager for the Port of Oakland. “The project team remained solutions-focused and worked collaboratively to navigate challenges as they arose.”

Creating a Scalable Model for Future Upgrades

Beyond immediate upgrades, the project establishes a framework for future improvements across the airport.

Standardized design principles, durable materials and maintenance-informed planning create a consistent model that can be applied throughout OAK’s terminals. Early involvement from maintenance and custodial teams helped ensure the facilities would perform efficiently over time.

The impact is already measurable. Improved layouts and features such as LED occupancy indicators have reduced congestion and improved flow. Maintenance teams report that the new materials and layouts are easier to clean and operate, supporting long-term cost efficiency.

More broadly, the project reinforces a key takeaway for airport leaders. Infrastructure investments do not need to be large to drive meaningful results.

By treating restrooms as a core part of the passenger journey, OAK has shown how targeted upgrades can improve operations, strengthen brand perception and deliver lasting value.