Mobile Meal Delivery Service Now Available for Airport Passengers
Baltimore/Washington International Thurgood Marshall Airport and the airport’s concessions developer, Fraport Maryland, have launched a new mobile ordering platform, GateWaiter, that allows travelers to order their favorite food for pickup or delivery inside the airport directly from a smartphone or digital device. GateWaiter offers a convenient, self-service option for hungry fliers on the go. More than a dozen airport restaurants and select retail outlets are participating, and more locations are being added each day.
“GateWaiter provides a convenient new service that enhances the passenger experience,” said Ricky Smith, Executive Director of BWI Marshall Airport. “At BWI Marshall, we’re focused on delivering high customer satisfaction and new amenities that benefit our passengers. This innovation offers a simple, touchless way to deliver excellent food options right to travelers throughout the airport.”
Scanning the QR Code or accessing BWIGateWaiter.com brings up a variety of restaurant options searchable by location and cuisine, along with estimated order and delivery times. Guests can pick up their order at the restaurant’s carryout counter or have it delivered to their chosen location at the airport. They also can opt-in for status alerts. Pickup is free, or guests can choose the delivery option for a nominal fee. For a limited time, BWI Marshall guests have an opportunity to try the delivery service at no cost.
“This innovative new GateWaiter service is another example of how the BWI Marshall team and our partners are working hard every day to make travel convenient, efficient and comfortable for airport customers,” said Maryland Department of Transportation Secretary Greg Slater.
“With this fully integrated mobile platform, we are elevating the guest experience at BWI Marshall by offering another convenient option when it comes to meals and snack time,” said Gary Gilliard, vice president of Fraport Maryland. “Passengers can have sweet Maryland crab cakes or tangy tacos delivered to their gate with a simple scan of a QR code on their smartphone. It doesn’t get much easier.”
Fraport USA’s GateWaiter mobile meal delivery service is being rolled out in other U.S. airports as well, including Cleveland Hopkins International Airport (CLE). The platform is powered by Servy’s Grab Airport Marketplace technology, with delivery by AtYourGate. Grab Airport Marketplace is the largest e-commerce platform in airports worldwide.
“It’s great to be announcing our new partnership with Fraport USA launching at BWI Marshall, which is real proof of their commitment to improving the guest experience for travelers,” said Jeff Livney, Chief Experience Officer at Servy. “This new service will offer a convenient, contactless self-service option, reducing touchpoints for passengers and enabling them to easily order and purchase meals while maintaining social distancing.”
“We're thrilled to be partnering with Servy and Fraport USA to provide the delivery experience for these exciting new programs at BWI and CLE,” said Chris Hartman, Chief Experience Officer at AtYourGate. “These programs will provide guests greater access to shopping and dining options while traveling, including the option for safe and convenient delivery right to their gate.”
BWI Marshall has seen a strong rebound in air passenger traffic as the state continues its recovery from the pandemic. While still below 2019 figures, the airport’s departing passenger traffic through late August was up 129% from the same period in August 2020, and about 95% of airport food and retail concessions are now open at BWI Marshall.