ORLANDO, Fla. – Orlando International Airport (MCO) received the esteemed Airport Customer Experience Accreditation from Airports Council International (ACI), reaffirming its position as a global leader in delivering exceptional customer experiences.

This recognition reflects MCO’s unwavering commitment to improving the travel experience for the more than 57 million passengers who pass through the airport each year. The ACI Airport Customer Experience Accreditation evaluates airports around the world on key pillars, including Customer Understanding, Strategy, and Measurement. Each merit is critical in ensuring customers receive world-class service at every touchpoint of their journey through MCO.

“This accreditation is a testament to the dedication and passion of our entire MCO team,” said Lance Lyttle, CEO of the Greater Orlando Aviation Authority (GOAA), which manages Orlando International Airport. “Creating a world-class experience for the millions of people who travel through MCO every year is more than just a goal; it’s at the heart of why we do what we do. We’ve made it a priority to listen, to innovate, and to always put people first. At the end of the day, it’s about making every journey better.”

Through this accreditation, ACI recognized MCO for:

Customer Understanding – Listening to passengers. MCO proactively gathers feedback directly from travelers to better understand what they enjoy and what could be improved, then uses that input to guide real changes. Some improvements based on customer feedback include increasing digital signage for wayfinding and messaging, and adding large gate numbers above checkpoints to minimize confusion.

Strategy – Defining a clear vision for service. MCO has a well-defined plan for customer experience, with every team member understanding how their role contributes to making travel smoother and more enjoyable.

Measurement – Tracking what matters. MCO monitors how its customer service efforts impact things like customer satisfaction, employee morale, and overall airport performance.

Orlando International has many customer-focused programs to help ease a passenger’s journey, from the parking lot to the plane. These programs include Reserved Parking and security screening, as well as the MCO Paw Pilots Therapy Dog Program, which provides experiences to help calm the anxiety that some experience while traveling.

As an airport with nonstop service to 60 international destinations, MCO customers often speak many different languages. Customer Service Ambassadors are strategically placed throughout the airport to provide language assistance. MCO also regularly commemorates special moments (birthdays, celebrations, first flights), through a “Memories Created in Orlando (MCO)” button program.

“Earning this accreditation is more than a milestone; it is a clear validation of MCO’s mission to elevate the travel experience at every step,” said Tawana Allen, Vice President of Customer Experience at Orlando International. “By putting people at the center of everything we do, MCO is continuing to innovate and evolve, defining a new era of airport excellence.”

The Greater Orlando Aviation Authority is proud to operate Orlando International Airport (MCO) and Orlando Executive Airport (ORL), two of Florida’s premier air travel gateways. MCO is a world-class global connector, serving nearly 58 million annual passengers across its three terminals, A, B and C. Connected to an Intermodal Terminal Facility that offers high-speed passenger rail service, Terminal C is an inventive structure that elevates the customer experience with 100% automated screening lanes at TSA checkpoints. ORL is conveniently located just miles from downtown Orlando and provides vital general aviation access to the heart of the region.

ORLANDO, Fla. – The Greater Orlando Aviation Authority (GOAA) took community support to new heights during its inaugural “Pack the Plane” event, in collaboration with several partners, at Orlando Executive Airport (ORL).

During the event, a Diamond DA50 aircraft was loaded with food donations, providing approximately 2,312 meals to families in need through Second Harvest Food Bank.

The success of “Pack the Plane” was made possible through collaboration with community organizations and dedicated partners, including Sheltair, Atlantic Aviation, My Flight, Northern Jet, Orange County Sheriff’s Office, Advent Health, Women in Aviation, the Air Line Pilots Association, and Embry-Riddle Aeronautical University.

The initiative began with donation boxes placed at key locations throughout Orlando International Airport (MCO), ORL, Sheltair, and Atlantic Aviation, making it easy for travelers, employees, and community members to contribute. On Saturday, May 3, more than 400 people brought in additional donations. In total, the event collected 2,774 pounds of food, surpassing the capacity of two Diamond DA50 aircraft, each with a load capacity of 1,232 pounds.

“We are grateful to everyone who came out to make Pack the Plane a success by supporting families in the communities where we live and work,” said Lance Lyttle, Chief Executive Officer of GOAA, which manages MCO and ORL. “Our partnerships help to foster hope that working together, we can make a difference when it comes to hunger and gives Second Harvest Food Bank fuel for its mission to create hope and nourish lives through a hunger relief network.”

The event also featured community-focused activities, such as aircraft displays, live music, food trucks, and appearances by the MCO Paw Pilots and Sparky, the mascot for the Aircraft Rescue and Fire Fighting (ARFF) team.

Photo courtesy of iProov

New program aims to reduce wait times and enhance the passenger experience

ORLANDO, Fla. - Providing seamless operations through technology is a strategic priority for Orlando International Airport (MCO), and now there’s an initiative to help advance that priority and benefit millions of passengers.

In partnership with U.S. Customs and Border Protection (CBP), Orlando International Airport will be welcoming travelers on select flights through a new initiative, Enhanced Passenger Processing (EPP). EPP is designed to use biometric facial comparison for identity verification to increase CBP operational efficiency while enhancing the traveler experience and building toward a truly seamless journey. The process allows CBP to focus on the traveler, reducing the burden of administrative tasks.

“Technology is driving the way for more efficient passenger operations,” said Lance Lyttle, Chief Executive Officer of the Greater Orlando Aviation Authority (GOAA), which manages Orlando International Airport. “Innovative programs like EPP can significantly reduce processing times for passengers, without compromising security. MCO saw an increase of more than 800,000 international arrivals in 2024 than in 2023, many of them U.S. citizens who would benefit from this program. We deeply value our partnership with U.S. Customs and Border Protection and thank them for their continued collaboration and support in helping us deliver a more seamless and secure experience for our international travelers.”

GOAA has selected iProov, a leading biometric solutions company, as their vendor to support EPP.

"Building on our strong relationships with key border agencies and the proven success of our on-the-move biometric screening, iProov is excited to support Orlando International Airport on EPP,” said Andrew Bud, founder and CEO, iProov. “Our biometric screening enhances the ability to accelerate international arrival processing while maintaining confidence in the identity of the individual."

How It Works?

EPP uses facial biometrics to verify U.S. citizens' identities by matching their faces to images in passports, held in the CBP’s database. Arriving U.S. citizens will have their photo captured to verify their identity and citizenship. The CBP officer will engage with the traveler as needed, but the system processing of the traveler is completely automated. The traveler then proceeds to baggage claim.

Participation in the program is voluntary. Travelers who prefer not to use the facial comparison system can opt for the standard screening process with a CBP officer. The program is free and does not require pre-enrollment.

In partnership with MCO, CBP will begin EPP on select flights. MCO expects to fully deploy EPP in time for the summer. GOAA’s longstanding partnership with U.S. Customs and Border Protection has been critical to MCO’s success as a leading international gateway. Together, the organizations have worked to implement innovative solutions that enhance security while improving efficiency for travelers. This collaboration continues to support Orlando International’s mission to deliver a world-class travel experience.

ORLANDO, Fla. – Orlando International Airport (MCO) earned a pair of distinguished awards during the 2025 Airport Experience Conference (AXC) recently held in Washington, D.C.

Airport Experience News recognized MCO as the Airport With The Highest Regard for Customer Service. In addition, Tracy Conner Harris, Vice President of Concessions at Orlando International Airport, was named the 2025 Property Manager of the Year. The awards were presented at the organization’s 21st annual conference, which brings airport leaders and industry professionals together to explore the latest trends and innovative strategies in airport concessions.

The two awards further bolster MCO’s impressive list of accolades, including the 2024 AXC Best Overall Concessions Program in the Large Airports category. This recognition highlights Terminal C, which features unique concepts from Central Florida’s small businesses.

The 2025 Customer Service award honors GOAA’s commitment to delivering exceptional service to tenants, employees, passengers, and guests. It also recognizes the dedicated employees and partners who consistently provide authentic hospitality, cultivating a strong sense of pride and community within the airport.

“We are incredibly honored to receive these awards, which reflect our unwavering commitment to providing exceptional customer service at Orlando International Airport,” said Lance Lyttle, CEO of the Greater Orlando Aviation Authority, which manages MCO. “At GOAA, creating a culture of exceptional experiences is at the heart of our mission. These two recognitions confirm that we treat our customers with care, and they are why we strive to deliver exceptional service to all who pass through our doors.”

For Tracy, receiving the 2025 Property Manager of the Year award is a testament to her exceptional leadership, dedication, and forward-thinking approach to airport concessions.

Board Also Approves Next Phase of Renovations at Terminals A and B

ORLANDO, Fla. – Greater Orlando Aviation Authority (GOAA) Board Members formally welcomed Lance Lyttle as the Aviation Authority’s new Chief Executive Officer during Wednesday’s board meeting.

Mr. Lyttle will oversee Orlando International Airport (MCO) and Orlando Executive Airport (ORL). MCO is one of the nation’s Top 10 airports, welcoming more than 57 million annual passengers in 2024. ORL provides vital general aviation access to the heart of the Central Florida region.

In addition to day-to-day operations, Mr. Lyttle will lead a multi-billion-dollar capital improvement program to enhance both airports. These improvements include extensive renovations of Terminals A and B, construction of a Consolidated Rental Car (ConRAC) Facility, and installation of a state-of-the-art parking guidance system, among other projects.

“Lance Lyttle is a visionary leader with a strong history of driving major airport projects,” said Tim Weisheyer, GOAA Board Chairman. “In just his first week, he’s hit the ground running – bringing energy, insight, and a clear commitment to excellence. As Orlando continues to grow, the Board is confident Mr. Lyttle will further shape our airports into the gold standard for the industry.”

“I’m incredibly excited to join GOAA and be a part of the next chapter for Orlando International and Orlando Executive airports,” said Lance Lyttle, GOAA Chief Executive Officer. “What inspires me the most is the people – their passion, dedication, and drive to deliver excellence every day. My focus is on empowering our team, embracing innovation, and ensuring we provide world-class experiences for every person who passes through.”

RESTROOMS RENOVATION PROJECT

In a significant step toward upgrading the MCO passenger experience, the Board also signed off on a major restroom renovation and addition project for the airsides at Terminals A and B.

Balfour Beatty Construction was selected as the Design-Builder of this important project.

The $71.9 million project will improve the passenger journey by renovating all existing restrooms, and adding new restrooms or expanding existing restrooms where space permits. This project includes all four airsides, providing additional capacity to meet anticipated future passenger demands. Additional improvements will include renovations to companion restrooms and service animal relief areas.

Funding for the project will come from a combination of Federal Aviation Administration Grants, Capital Expenditure Funds, and a line of credit reimbursed by General Airport Revenue Bonds.

Restroom renovations and expansions are part of a broader renovation project in the Terminals. The renovation projects are set for substantial completion between 2027 and 2028, marking a new era of comfort and convenience for passengers at Orlando International Airport.

The Greater Orlando Aviation Authority is proud to operate Orlando International Airport (MCO) and Orlando Executive Airport (ORL), two of Florida’s premier air travel gateways. MCO is a world-class global connector, serving nearly 58 million annual passengers across its three terminals, A, B and C. Connected to an Intermodal Terminal Facility that offers high-speed passenger rail service, Terminal C is an inventive structure that elevates the customer experience with 100% automated screening lanes at TSA checkpoints. ORL is conveniently located just miles from downtown Orlando and provides vital general aviation access to the heart of the region.

MCO only airport system in the world to receive unique designation

ORLANDO, Fla. - Orlando International Airport (MCO), operated by the Greater Orlando Aviation Authority (GOAA), has received accreditation through the prestigious international Emergency Management Accreditation Program (EMAP), remaining the only airport system in the world to achieve the highest emergency management standard.

“The plans are in place, the processes check out, and Orlando International Airport is well prepared to respond to an emergency in line with established emergency management practices,” said Lance Lyttle, Chief Executive Officer of GOAA. “As the only airport in the nation to achieve this accomplishment, MCO continues to lead the industry when it comes to the safety of the traveling public.”

To obtain EMAP accreditation, applicants must demonstrate that its program meets the Emergency Management Standard through self-assessment, documentation, and peer assessment verification. It is designed to be flexible so a variety of agencies and companies can tailor it to their needs, risks, resources, and size.

All agencies seeking accreditation are judged against the Program’s 64 industry-wide standards, which assess and cover a variety of areas including Program Management, administration and finance, prevention, communications and warning, training, and incident management, among other areas.

“This incredible honor is a testament to GOAA’s ongoing commitment to the fundamentals of world-class emergency management operations and public safety,” said Keila Walker-Denis, Vice President of Airport Operations, which oversees Emergency Management.

“Congratulations to all of the programs that have recently received EMAP accreditation and those that have maintained their accreditation status. We commend their dedication to their communities and stakeholders and their commitment to excellence,” stated Angee Morgan, Deputy Director of the Kansas Division of Emergency Management and EMAP Commission Chair.

GOAA first started the process to achieve the EMAP accreditation in 2017 and received its first approval in 2020, just as the pandemic began. From that point forward GOAA has been augmenting its emergency management program with more highly skilled staff, more training programs for all airport personnel, and investing in the latest emergency management equipment and processes.

ORLANDO, Fla. – In a development that will create valuable opportunity for the region, United Airlines broke ground Thursday on the site of its future Technical Operations complex at Orlando International Airport (MCO). The $315 million project is part of a landmark agreement between the Greater Orlando Aviation Authority (GOAA) and United Airlines, one of MCO’s longstanding airline partners.

United Airlines will build a 354,400 square-foot maintenance campus, featuring two hangars, a warehouse, shops, offices, work areas, and staff parking facilities. The new complex will have the flexibility to accommodate up to six narrow-body aircraft at once, or one wide-body aircraft and three narrow-body aircraft simultaneously.

The new Technical Operations complex will be located along Tradeport Drive, on the west side of the airport property, where United currently operates one of two hangars.

Upon completion, United’s Orlando Tech Ops workforce of more than 1,000 people will work together on a single maintenance campus, replacing the multiple facilities the airline currently occupies. United will continue to operate its existing facilities during the construction period. The airline will vacate its current warehouse once the relocation to the new campus is complete, followed by the demolition of a hangar originally constructed in 1954.

“Modernizing our footprint at Orlando International Airport will help support the needs of our growth strategy while also bringing our maintenance team closer together,” said Kirk Limacher, Senior Vice President of Tech Ops, Planning and Strategy at United. “Orlando’s ideal location enables us to route aircraft while minimizing ferry expense, ensuring we continue to operate efficiently and dependably.”

“United’s new state-of-the-art Technical Operations complex represents a transformative investment in the region, while creating new development opportunity for the airport,” said Kevin J. Thibault, CEO of Greater Orlando Aviation Authority, which operates Orlando International Airport. “This project will provide development-ready land with direct ramp and airside access. This type of real estate is a limited resource and is valuable for future aeronautical development at MCO.”

United Airlines has the largest mainline aircraft fleet in the world and currently operates more than 40 daily departures at Orlando International Airport, as of April 2025.

“This new development represents the power of collaboration between the Greater Orlando Aviation Authority and United Airlines, one of the nation’s most established legacy carriers,” said Tim Weisheyer, Chairman of the Greater Orlando Aviation Authority Board. “As we continue to grow and innovate, this project perfectly aligns with our Aviation Authority’s Strategic Plan, which emphasizes fostering a culture of multi-industry innovation. United’s significant investment will not only enhance our airport’s capabilities but also strengthen the region’s position as a leader in aviation, creating lasting benefits for the community and industry alike.”

“We are excited to hear the United Airlines Board of Directors approved a large expansion in the Orlando region,” said Tim Giuliani, President and CEO, Orlando Economic Partnership. “This proves Orlando’s aviation industry is fueled by a robust talent pipeline, strategic location, and world-class infrastructure. As a global gateway, expanding airline maintenance and repair services at our international airport strengthens our position as a leader in aerospace innovation, creates high-wage jobs, and ensures long-term economic growth.”

The United Airlines Technical Operations complex at Orlando International Airport (MCO) is expected to open in late 2027.

The Greater Orlando Aviation Authority is proud to operate Orlando International Airport (MCO) and Orlando Executive Airport (ORL), two of Florida’s premier air travel gateways. MCO is a world-class global connector, serving nearly 58 million annual passengers across its three terminals, A, B and C. Connected to an Intermodal Terminal Facility that offers high-speed passenger rail service, Terminal C is an inventive structure that elevates the customer experience with 100% automated screening lanes at TSA checkpoints. ORL is conveniently located just miles from downtown Orlando and provides vital general aviation access to the heart of the region.

ORLANDO, Fla. – Orlando International Airport (MCO) is excited to welcome Iberia with new direct service between Central Florida and Madrid, Spain.

This is the first time Iberia is offering regular scheduled service to MCO.

The new service will connect Orlando, one of the top tourist and conference destinations in the world, with Madrid – Spain’s capital city known for its world-renowned landmarks, museums, and culture.

“We are delighted to welcome Iberia to MCO and its new non-stop service from Madrid,” said Kevin J. Thibault, CEO of the Greater Orlando Aviation Authority, which manages Orlando International Airport (MCO). “This partnership between Iberia and MCO has been a long time in the making and reflects our commitment to further promote global connections. Thanks to our capable Air Services Development team and the skilled Iberia team for helping to strengthen the cultural and economic ties between these two popular destinations.”

“We are really excited to announce the opening of this new route next winter season,” María Jesús López Solás, Iberia's Commercial, Customer, Network Development and Alliances Director. “We believe that Orlando can become the star destination for next Christmas.”

Iberia will launch service between Central Florida and Madrid on October 26, 2025, pending government approval, with four flights a week operated by A330 aircraft and capacity for 254 passengers.

The Greater Orlando Aviation Authority is proud to operate Orlando International Airport (MCO) and Orlando Executive Airport (ORL), two of Florida’s premier air travel gateways. MCO is a world-class global connector, serving nearly 58 million annual passengers across its three terminals, A, B and C. Connected to an Intermodal Terminal Facility that offers high-speed passenger rail service, Terminal C is an inventive structure that elevates the customer experience with 100% automated screening lanes at TSA checkpoints. ORL is conveniently located just miles from downtown Orlando and provides vital general aviation access to the heart of the region.

ORLANDO, Fla. – Today, Board Members with the Greater Orlando Aviation Authority (GOAA) selected Lance Lyttle to serve as the next Chief Executive Officer of the Aviation Authority, overseeing Orlando International Airport (MCO) and Orlando Executive Airport (ORL), two premier gateways to Central Florida.

Orlando International is one of the nation’s Top 10 airports with a passenger volume exceeding 57M. ORL provides vital general aviation access to the heart of the region.

Mr. Lyttle will be responsible for leading a multi-billion-dollar capital improvement program to enhance both airports.

“Lance Lyttle is a forward-thinking leader with a deep commitment to innovation and a successful record of overseeing the development of new airport terminals in both Seattle and Houston while playing key supportive roles for capital projects in Atlanta,” said Tim Weisheyer, GOAA Board Chairman. “With ongoing projects to enhance the passenger experience, our expanding infrastructure, and our role as a key economic driver for the region, we are confident that Mr. Lyttle will continue to elevate Orlando International and Orlando Executive airports as premier gateways for travelers and businesses alike. We look forward to working together as we embark on this exciting new chapter."

Mr. Lyttle is currently the Managing Director of Aviation for Seattle-Tacoma Airport. He began his aviation career in 1999 at Hartsfield Jackson International Airport as Chief Information Officer. He was then appointed Chief Strategy and Performance Officer for the Houston Airport System before moving through the ranks to Chief Development Officer and Chief Operating Officer. He holds a bachelor’s degree in physics and computer science, and a master’s degree in management information from the University of West Indies.

In December, the GOAA Board launched a search for a new CEO after current CEO Kevin J. Thibault announced his resignation due to a family illness. At Chairman Weisheyer’s request, Mr. Thibault has stayed on as CEO and will assist with the upcoming transition.

“On behalf of the Board, I want to extend our deepest gratitude to Kevin for his exceptional leadership and unwavering commitment to the Aviation Authority and our community,” said Weisheyer. “His vision and dedication have played a pivotal role in guiding our airports through the record-setting growth it has experienced. Orlando International and Orlando Executive airports are better today because of his insight and steady hand at the helm. We respect his decision to prioritize family but will undoubtedly miss his invaluable contributions.”

“I’m filled with gratitude to the entire GOAA team, members of the Board, and the Central Florida community for the privilege of leading one of the nation’s top airports,” Thibault said. “Serving as CEO, a career and personal highlight for me, has been an incredible honor, and I’m proud of what we have accomplished together. I’m committed to ensuring a smooth transition during this period and am excited for the future of our airports.”

Mr. Lyttle could begin serving as Chief Executive Officer of the Greater Orlando Aviation Authority as early as next month (April 2025), pending successful contract negotiations.

In other Board action, members voted to appoint Stephanie Kopelousos to finish the term of Vice Chairman of the board, a role previously held by Dr. John L. Evans, Jr.