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September 21, 2021

Concessions Webinar: Beginning a New Year

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Go To Webinar Housekeeping

Open and close your control panel

Join audio (attendees will be in listen

only mode):

• Choose Computer Audio to useVoIP

• Choose Phone Call and dial

using the information provided

Submit questions via the Questionspanel during the presentation.

Note: Today’s presentation is being

recorded and will be provided.

Your Participation

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There will be a short survey at the end of this webinar

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Zenola Campbell

Vice President, Concessions

Welcome

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Board Relief & ARPA Zenola Campbell

Certification Update

Covid-19 Update Dustin Jaynes

Federal Regulations Dee Amos

Air Services Update Milton De La Paz

BDD Update Tamela Lee

Performance Update Kevin Lemmons

CTA Expansion Program Update Mohamed Charkas

GRAB / GBAC Update Cristen Mosley

Recruitment and Marketing Dee Amos

Staffing & Operations Strategies Michael Morford

Outstanding Customer Service Zenola Campbell

Shining Stars Zenola Campbell

Closing Ken Buchanan

Agenda

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Zenola Campbell

Vice President, Concessions

Board Relief and ARPA Certification Update

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• All rent waivers end September 30, 2021

• Temporary Closures

• Opportunity to give back leases without penalty

• ARPA funds at risk if upon receipt by the Board locations not operational

• Locations closed or sold prior are not eligible

for ARPA funding

End of Waivers

September 30, 2021

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COVID-19 Updates

Capt. Dustin Jaynes

Epidemiologist

Designated Infection Control Officer, DFW Department of Safety

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• National, State and Local

Situation

• Vaccine Overview

Agenda

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Average Weekly Cases: ~ 1 million

Average Weekly Fatalities: ~10.5k

Approximately 12% reduction in new cases

since September 5th

US Situation

*numbers current as of 9/15/21

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• Texas Population: ~29 million

• Approximately 120k cases a week

• 3% reduction in hospitalizations over the last week

• Metroplex Population: ~ 6.8 million

• 7% reduction in hospitalizations over the last week

Texas Situation*numbers current as of 9/15/21

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COVID-19 Vaccination in Texas

• 59.18% of Texas Population >12y/o Fully Vaccinated

• 77.93% of Texas Population >65y/o Fully Vaccinated

COVID-19 Booster Vaccinations

• Booster vaccinations are recommended 8 months after your second dose of Pfizer or Moderna only.

COVID Vaccine Update

Dee Amos

Vice President, Corporate Communications and Marketing

Federal Regulations

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Updated Mask MandateNew Civil Penalties Introduced

• On Aug. 20, the federal mask mandate was extended.

• The Transportation Security Administration requires travelers and employees to wear masks on airplanes, trains such as Skylink and DART, commuter buses –

including employee buses – and at airports and train stations through Jan. 18, 2022.

• If a person fails to comply the TSA’s Security Directive, please educate the person on the federal regulations, which include removal from airport property or denial in

boarding, and civil penalties of up to $3,000.

• If a person refuses to comply, please call the following

non-emergency phone number 972-973-3210.

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Milton De La Paz

Vice President, Airline Relations

Air Services Update

DFW’s passenger recovery has been strong since the spring

Source: Internal Statistics

Note: All figures vs. Calendar Year 2019

5.85.6

3.3

0.5

1.4

2.2

3.2 3.3 3.43.8

3.4 3.53.1

2.5

4.54.7

5.4

6.3

6.9

6.4

5.4

5% 8%

(45%)

(92%)

(79%)

(68%)

(55%)(52%)

(45%)

(40%)(43%)

(45%)(44%)

(51%)

(26%)(21%)

(17%)

(7%)

(4%)(7%)

(11%)

(100%)

(80%)

(60%)

(40%)

(20%)

0%

20%

0

1

2

3

4

5

6

7

8

Vs. 2019

Passengers

Mill

ions

DFW passenger performance vs. 2019

Passengers vs. 2019

pre-pandemic Projection

DFW leads the recovery for both destinations served and departures vs. 2019

Source: diio.mi Schedules YE Jul 2019 vs YE Jul 2021 as of Aug 4, 2021

2.8%

(80%)

(70%)

(60%)

(50%)

(40%)

(30%)

(20%)

(10%)

0%

10%

Destinations and departures change for major US airports(YE July 2021 vs. YE July 2019)

Destinations Departures

DFW ranks in the top 3 globally for both departures and seats

2nd in departures, 3rd in departing seats

Source: diio.mi Schedules YE July 2021 as of Aug 4, 2021

0

50

100

150

200

250

300

350

Thousands

YE July 2021 Top 25 Departures

0

5

10

15

20

25

30

35

40

45

50

Mill

ions

YE July 2021 Top 25 Departing Seats

= DFW = U.S. Airports = Int’l Airports

Domestic leisure traffic is projected to continue to drive the recovery

Source: Internal Statistics

All figures vs. Fiscal Year 2019

116%

117%

48%

73%69%

79%

41%

51%

0%

20%

40%

60%

80%

100%

120%

140%

Pax recovery projections by segment (FY21/22)(% of 2019 levels)

Dom lei Dom biz Intl lei Intl biz

Pax trend by day (179K avg.) for September

Source: DFW internal estimates

Sept pax fcst: 5.4M

Vs. 2019: (12.6%)

Vs. Budget: (1.9%)159K

191K

201K

148K

142K

174K

164K159K

174K

189K

155K

201K

172K

154K

177K

195K198K

161K

205K

180K

159K

179K

198K200K

163K

212K

189K

171K

191K

212K

60K

80K

100K

120K

140K

160K

180K

200K

220K

Exp F

ly P

ax

Labor Day Period (2-7)

1.0M Passengers, down (13.2%) vs. 2019

Peak at 1900 Hour

Source: DFW internal estimates

Daily average pax for the month 179K

Source: DFW internal estimates (file date 8/26/21, September projections)

DFW terminal split by hour (September)

DFW ranks 1st in worldwide hub connectivityProved the most “resilient”

Source: ACI Airport Industry Connectivity Report 2020, https://25cjk227xfsu3mkyfg1m9xb7-wpengine.netdna-ssl.com/wp-content/uploads/2020/12/ACI-EUROPE-AIRPORT-INDUSTRY-CONNECTIVITY-REPORT-.pdf

Air Service Update

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Tamela Lee

Vice President, Business Development and Diversity

BDD Update

Title VI Awareness TrainingUpdate as of 8/15/21

Civil Rights Act of 1964 ~ Limited English Proficiency ~

Environmental Justice

• All employees who interface with the traveling public are required to complete the training available through the DFW Learning Hub

o SuccessFactors Learning ? Sites ? Login

• Webinar will be offered for employees that do not have access to a computer. Training can be accessed via phone:

o Wednesday, Sept 29, 2:00 – 3:00pm

o Registration Link: https://attendee.gotowebinar.com/register/4949931397226736907

• List of employee completions being sent monthly to concessionaires who have responded

• For more information, contact Suzanne Cruz-Sewell at scsewell@dfwairport.com

Title VI Awareness

Title VI Awareness Training

As of 8/15/2021

0

20

40

60

80

100

120

140

# of Employee Completions

# of Employee Completions

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Kevin Lemmons

Assistant Vice President, Concessions

Performance Update

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FY21 Total Enplaned Passengers

Year-end Enplanements are projected to be down -28% vs FY19; up 11% vs FY20

Based on OL 3-29-21

-34%

-39%-38%

-44%

-51%

-26%

-21%-25%

-22%-20%

-17%

-16%

0

500,000

1,000,000

1,500,000

2,000,000

2,500,000

3,000,000

3,500,000

4,000,000

Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

FY19 EPAX FY20 EPAX FY21 EPAX

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F&B/Retail locations are returning to Pre-Pandemic sales FY19 vs FY21. July closed only -4.3% down vs FY19. FY21 is expected to finish -29.4% down vs. FY19.

Gross Receipts FYTD through August

-45.1%-46.4% -45.3%

-48.9%-51.9%

-34.3%-27.6%

-24.7%

-15.8%

-4.3%

-13.2%

-12.4%

$0.00

$5,000,000.00

$10,000,000.00

$15,000,000.00

$20,000,000.00

$25,000,000.00

$30,000,000.00

$35,000,000.00

$40,000,000.00

$45,000,000.00

$50,000,000.00

Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

Fiscal Year 2019 Fiscal Year 2020 Fiscal Year 2021 Projected

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FY21 Total Destination Passengers Outlook Year-end DPAX is projected to be down -39% vs FY19, up 3% vs FY20

Based on OL 3-29-21

-54%-54%

-52%-56%

-57%

-44%

-40%

-27%

-24%

-12%

-22%-24%

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

1,400,000

Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

FY2019 DPAX FY2020 DPAX FY2021 DPAX

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FY21 Total RAC Gross Receipts RAC Performance has been strong all year due to the AVG Daily Rate. We project FY21

to be up 15% vs FY19, up 139% vs FY20

1

-33%-32%

-33% -37% -49%

-7%

2%

23% 22% 19%

13% 15%

$0.00

$5,000,000.00

$10,000,000.00

$15,000,000.00

$20,000,000.00

$25,000,000.00

$30,000,000.00

$35,000,000.00

Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

Fiscal Year 2019 Fiscal Year 2020 Fiscal Year 2021

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Mohamed Charkas

Senior Vice President, Infrastructure and Development Division

CTA Expansion Program Update

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Previously renovated Terminals A, B, and E

Terminal C systems are beyond service life

Transform 1970s terminal to 2030 modern terminal expectations and operations

Opportunity to enhance Customer Experience and Concession offerings

Central location to Terminal complex provides

more efficient operations, connection times

To provide DFW and AA opportunity for growth

in the near term.

Terminal C Purpose & Need

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Terminal A/C PiersDe-Risking Strategy Utilidor & Phasing

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Roadmap for Project Delivery

CMAR

DPS

HQ A29Restrooms

Design Build

First Design Build

for DFW Airport delivered in 24

months from programming to operations

CMAR

Used CMAR for

TRIP, AHQ, DART Rail Station,

Garages at A & E, Terminal D South Expansion and

Upcoming Terminal C Renovations

D/B – Pre Fab

Added pre-

fabrication of restrooms to Design

Build Delivery to minimize impacts to customers

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A29 RESTROOMS

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Roadmap for Project Delivery

CMAR

DPS

HQ A29Restrooms

High

Cs

Design Build

First Design Build

for DFW Airport delivered in 24

months from programming to operations

CMAR

Used CMAR for

TRIP, AHQ, DART Rail Station,

Garages at A & E, Terminal D South Expansion and

Upcoming Terminal C Renovations

D/B – Pre Fab

Added pre-

fabrication of restrooms to Design

Build Delivery to minimize impacts to customers

D/B Modular &

D/B/B

Shell & Core via Design Build with pre-

fabricated Modules & Fit Out by AA using Design/Bid/Build

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42

43

Roadmap for Project Delivery

CMAR

DPS

HQ A29Restrooms

High

Cs

C/A

Piers

Design Build

First Design Build

for DFW Airport delivered in 24

months from programming to operations

CMAR

Used CMAR for

TRIP, AHQ, DART Rail Station,

Garages at A & E, Terminal D South Expansion and

Upcoming Terminal C Renovations

D/B – Pre Fab

Added pre-

fabrication of restrooms to Design

Build Delivery to minimize impacts to customers

D/B Modular &

D/B/B

Shell & Core via Design Build with pre-

fabricated Modules & Fit Out by AA using Design/Bid/Build

D/B Modular +

Fit-Out

Entire project is Design Build using

pre-fabricated modules

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CTA EXPANSION DESIGN BUILD – TERMINAL C PIER

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CTA EXPANSION DESIGN BUILD – TERMINAL C PIER

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CTA EXPANSION DESIGN BUILD – TERMINAL A PIER

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CTA EXPANSION DESIGN BUILD – TERMINAL A PIER

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TERMINAL C RENOVATIONS

CONSTRUCTION MANAGER AT RISK

4949

Next time we see you…

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Cristen Mosley

Concessions Project Manager

GRAB / GBAC Update

Grab August Dashboard Screenshot

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1

Average Sale

(Traveler)$15.25

Average Sale

(Employee)$11.46

Locations 36

Top 5 Performers:

1. McDonald’s

2. Subway

3. TGI Friday’s

4. Panda Express

5. Shake Shack

56%

21%

12%

11%

Distribution Channel

Grab AA Kiosk/Web DFW

22%

22%

22%

25%

9%

Orders by Terminal

A B C D E

AtYourGate Delivery Dashboard – August

5

2

% of Total

Orders25%

Average Sale

(Traveler)$14.88

Average Sale

(Employee)$13.10

Top Performers:

1. Panda Express

2. McDonald’s

3. Subway

4. Qdoba

5. Ling and Louie’s

AYG at DFW was the highest performing Airport system-wide for the month.

30%

11%

17%

29%

13%

Orders by Terminal

A B C D E

84%

16%

Retail Locations: 73• Executed Agreement: 8• Process Initiated: 65

84%

16%

Services Locations: 19• Executed Agreement : 3• Contract In Progress: 1

• Process Initiated: 14• Brand/POS Issue: 1

F&B Locations: 103• Executed Agreement: 76• Contract In Progress: 13

• Process Initiated: 7• Brand/POS Issues: 7

73%

18%

9%78%

10%

Grab BreakdownOpen Locations by Business Units

Updated as of 8/25/2021

74%

12%

7%7%

Food & Beverage

11%

89%

Retail

16%

5%

74%

5%

Services

Retail

Retail Locations: 73• Completed: 69• Not yet completed: 4

Services

Services Locations: 19• Completed: 18• Not yet completed: 1

Food & Beverage

F&B Locations: 103• Completed: 89• Not yet completed: 14

86%

14%

Overall Program

Open Locations: 195• Completed: 176• Not yet completed: 19

90%

10%

GBAC Certification DashboardOpen Locations by Business Unit

Updated as of 9/20/2021

95%

5%

95%

5%

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Dee Amos

Vice President, Corporate Communications and Marketing

Employee Updates

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Website

• Added a banner to top homepage to drive to the Concessions page

• Updated the Concessions Jobs page to improve navigation

• Developed an Application Form and Process that immediately puts applications into the hands of hiring managers

Social Media Paid Campaign

• Posted branded ads on Facebook and Instagram. Ran two campaigns. First was branded recruiting message targeting high

school age out for summer

• Second included partnership with DART and Trinity Metro.

Partnership

• Offered free passes through Trinity Metro and DART partnership

DFW Airport Concessions: Great Place to Work Campaign

Key Elements

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Concessions Recruiting Results As of Monday, September 13 at 2:00 p.m.– 465 Online Applications Completed

As of September 13:

• 818 Applicant Engagements

• 285 Job Interviews

• 61 New Hires <35% locations reporting

Partnership with DART and Trinity Metro

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• We only have 35% of locations reporting their hiring data

• We need YOU! Your data will help us make more

informed decisions on where to put our efforts and when

to shift.

• Weekly reporting would allow us to make pivots when we

see possible saturation in the messaging format.

• Send the information to your Concessions manager on

each Monday by close of business.

How we will move forward

• Target retired community that want to be out and in a safe

and climate controlled environment

• Utilize social ads as well as social groups that help

spread the word organically such as college students and

stay at home moms for the holiday season.

What's Next?

What we need from you.

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Michael Morford

Concessions Manager

Staffing & Operations “Begin with the End in Mind.” – Baldwinism Philosophies

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How We Operate Today is Our Brighter Tomorrow

• The Challenges

• COVID

• Staff Shortages

• Best practices for Success!

• COVID management

• Hiring/Retention strategies

• Staffing contingencies

• Employee Re-halo-ization

• The insurance of quality

assurance

• Outclean, Outwork and

Outfriendly the pandemic

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Outstanding Customer Service!

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63

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Ken Buchanan

Executive Vice President, Customer Experience & Revenue Management

Closing Remarks

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Thank You