Airport Customer Experience Consulting Services

The Port Authority of New York and New Jersey is seeking proposals from firms to provide airport customer experience consulting services on a call-in basis, including strategy, data analysis, surveys, training, marketing, and process improvements.

Port Authority of New York and New Jersey

General

Status:Open

Solicitation Identifier:RFP-RFP # 6000002324 - OPEN

Due Date:Aug 31, 2030 02:00 PM

Posted Date:Sep 15, 2025 01:30 PM

Contract Period:4 years

Set Asides:

Minority-Owned BusinessWoman-Owned BusinessService-Disabled Veteran-Owned Business

Type:Request for Proposal (RFP)

Level:Local

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Original Solicitation Links

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RFP-RFP # 6000002324 - OPEN

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rfp # 6000002324 - request for proposals for performance of expert professional airport customer experience consulting services during 2025 through 2029 -open

Contact

Name:Chase Palmer

Email:ropalmer@panynj.gov

Phone:+12124354600

Submission Instructions

Method:Online

Portal:https://panynj.bonfirehub.com/portal/?tab=login

Description

The Port Authority of New York and New Jersey is seeking qualified firms for a multiple-award, four-year call-in program providing expert professional airport customer experience consulting services. Work may include customer experience strategy and implementation planning; customer experience data analysis and KPI development; benchmarking, best-practice research, in-field surveys, focus groups, and other market research; marketing and communications campaigns; airport employee training; technology and process improvement recommendations; updates to customer experience performance and standards manuals; digital content review; standard operating procedures; and preparation or review of related RFP and bid documents. Deliverables may include reports, QA/QC plans, stakeholder meetings, and presentations. Specific assignments will be issued later through task-order requests, and the Authority does not guarantee any minimum volume of work. The prime proposer must demonstrate at least three comparable projects within the last ten years and at least two individuals with the required comparable experience. The proposal must use the provided templates and include the cover sheet, signed Agreement on Terms of Discussion, Company Profile, staff and firm qualifications, MBE/WBE/SDVOB Participation Plan, cost multiplier and salary schedule, and any required conflict-of-interest statement. The program includes goals of 20% MBE participation, 10% WBE participation, and 3% SDVOB participation. Proposals must be uploaded through Bonfire; emailed, hand-delivered, and mailed submissions are not accepted. The solicitation requires PDF submissions and permits multiple awards.

Title	Date Posted
Legal Ad	-
RFP_6000002324_AD.pdf	Sep 16, 2025 12:14 AM
RFPDOC_6000002324.docx	Sep 16, 2025 12:14 AM
Addendum1_6000002324.pdf	Sep 16, 2025 12:14 AM
Addendum2_600002324.pdf	Sep 16, 2025 12:14 AM
Aviation_Call-In_Attendance_List_and_Pre-Proposal_Meeting.pdf	Sep 16, 2025 12:14 AM