JFK New Terminal One Selects Wilson James for Passenger Assistance Services

The New Terminal One at John F. Kennedy International Airport has selected Wilson James to design and operate passenger assistance services, reinforcing a focus on accessibility and passenger experience as the terminal prepares to open.

Wilson James will manage services for passengers requiring additional support, including operating dedicated assistance areas such as lounges and a sensory room, and coordinating with airlines and ground handlers to ensure a seamless journey through the terminal.

The partnership is expected to create approximately 130 local jobs, along with additional subcontracting opportunities for local businesses.

The New Terminal One is a central component of the Port Authority of New York and New Jersey’s $19 billion redevelopment of JFK Airport, which includes new terminals, modernized facilities and expanded infrastructure.

When complete, the terminal will span 2.6 million square feet with 23 gates, positioning it as the largest terminal at JFK and a key hub for more than 20 international airlines.

The addition of a dedicated passenger assistance partner highlights a broader industry shift toward more inclusive, service-driven terminal design as airports modernize for growing and increasingly diverse passenger needs.