News Summary
Cleveland Hopkins International Airport is set for a significant transformation, led by a new executive team under Director of Port Control Bryant Francis. Plans include a $1.6 billion renovation project with a new terminal expected to be completed by 2032. The new team includes experienced members focused on improving customer satisfaction and enhancing airport operations, despite existing challenges indicated by recent studies.
Cleveland is gearing up for a major transformation with Cleveland Hopkins International Airport announcing significant changes under the leadership of a new executive team. Director of Port Control Bryant Francis, who has been at the helm since 2023, has completed his recruitment process for a team intended to rejuvenate the airport’s operations and oversee a substantial renovation project that includes a new terminal estimated at $1.6 billion, set to be completed by 2032.
The newly formed executive team features six members, the latest addition being Henrietta Brown as the assistant director of administration. Brown, who has experience as the deputy director of aviation at Louis Armstrong New Orleans International Airport, where she played a key role in the opening of a new terminal in 2019, will be responsible for the airport’s human resources, legislative affairs, legal, and information technology divisions.
Francis’s effort to assemble this team has spanned approximately 2.5 years, following the exit of two top-level staff members. The team’s structure includes:
- Scott Carr, who will act as assistant director for commercial business and revenue, overseeing all commercial operations, previously working at Hartsfield-Jackson Atlanta International Airport.
- Megan O’Connell, assistant director for marketing, communications, and guest experience, focusing on strategic marketing, and enhancing customer experiences, with a background as the director of marketing and branding at Philadelphia International Airport.
- Frank Williams, assistant director for airport operations and public safety, formerly the director of public works for Cleveland, prioritizing safety and passenger well-being.
- Dennis Kramer, assistant director for airport development, will lead the new terminal’s development efforts.
- Christine Gilmartin, assistant director for finance and procurement, overseeing the airport’s budget.
This restructuring indicates the airport’s serious commitment to improving operations. The airport has already seen early successes with the launch of “CLEvolution,” a new terminal development initiative, and the introduction of the Hopkins Hospitality program, both aimed at enhancing customer experience.
Despite these changes, Cleveland Hopkins continues to face challenges in customer satisfaction. A recent J.D. Power study positioned the airport 17th out of 18 medium-sized North American airports, with a customer satisfaction score of 611 out of 1,000. Although this marks an improvement from a score of 580 last year, it highlights the need for ongoing enhancements. However, the study noted improvements in the areas of food, beverage, and retail services.
Recognizing the challenges ahead, airport officials have committed to delivering significant improvements to elevate the travel experience. The ongoing projects are part of the first phase of the Terminal Modernization Development Program (TMDP), which is budgeted at $1.1 billion and slated for completion by 2032. Future phases will target the airport’s three in-use concourses, and visible upgrades may commence as early as 2026.
The TMDP aims to address various aspects, including parking, roadways, ticketing levels, and security screenings. Key features of the new terminal will include a wave-inspired design, a centralized security checkpoint, expanded drop-off and pick-up areas, and a larger baggage claim area.
To improve the current traveler experience, airport leadership is focusing on immediate enhancements, such as restroom renovations and a central checkpoint expansion. Overall, Cleveland city officials and airport executives express optimism that the planned transformation will bolster the airport’s reputation as a prime gateway, reflecting Cleveland’s innovative spirit and pride in the region.
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Additional Resources
- Cleveland.com: Airport Transformation
- WKYC: J.D. Power Survey
- News 5 Cleveland: CLEvolution Plans
- Wikipedia: Cleveland Hopkins International Airport
- Aviation Pros: Terminal Modernization
- Google Search: Cleveland Hopkins International Airport
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CLEVELAND STAFF WRITER The CLEVELAND STAFF WRITER represents the seasoned team at HERECleveland.com, your premier source for actionable local news and information in Cleveland, Cuyahoga County, and beyond, delivering "news you can use" with in-depth coverage of product reviews for personal and business needs, local business directories, politics, real estate trends, neighborhood insights, and state news impacting the region—backed by years of expert reporting and robust community input, including local press releases and business updates, while providing top reporting on high-profile events like the Rock and Roll Hall of Fame inductions, Cleveland International Film Festival, and holiday parades, alongside key organizations such as the Cleveland Clinic, Cleveland Orchestra, and Great Lakes Science Center, plus leading businesses in manufacturing and healthcare like Sherwin-Williams and University Hospitals, and as part of the broader HERE network including HEREDayton.com, offering comprehensive, credible insights into Ohio's vibrant landscape. HERE Cleveland HERE Dayton
