Pilot Company launches $1 billion initiative to remodel stores nationwide

Pilot Company is giving its locations a complete overhaul — inside and out.

Pilot, one of the largest operator of travel centers in North America, has launched a $1 billion initiative focused on upgrading the experience and equipping its stores for the future of travel. The three-year project, dubbed “New Horizons,” is the company's largest investment in store modernization to date. Pilot will fully remodel more than 400 Pilot and Flying J travel centers and also undertake upgrades at several more locations across the country.

Based on customer and employee feedback, Pilot will give its locations top-to-bottom overhauls that include remodeling restrooms and showers, expanding kitchen and dining areas, improving driver-focused amenities and expanding digital engagement with customers. The project also calls for the installation of the latest in retail and fueling technology.

The ambitious initiative will be completed in several phases as the company progresses its store design and incorporates new innovations. The first phase is now underway, with more than 50 Pilot and Flying J travel centers planned to be renovated this year.

“We are listening to what our guests want most at our locations and how we can improve our offerings to make their travels easier and more enjoyable,” said Shameek Konar, Pilot Company CEO. “New Horizons will incorporate this feedback as we overhaul our entire network to deliver on what our guests value today and prepare our stores for the future. With New Horizons, we are investing in the total Pilot experience – from our team members to our guests and to the communities we serve."

Key enhancements of the remodeling initiative are below.  

• Store exteriors and interiors: Top-to-bottom overhauls from the curb to the counter, including more energy-efficient lighting for well-lit parking lots, improved fueling experience, updated branding, refaced walls and store features with industrial style accents to create a welcoming environment that leaves a lasting impression;
• Restrooms, showers and laundry: Adding more and remodeling existing facilities with modern, energy-efficient fixtures – including touchless where possible — new tile, fresh paint and brighter lighting;
• Seating and lounges: Expanding spaces for guests to relax with comfortable furnishings and additional dining areas;
• Retail, food and beverage: Redesigned store layouts will increase variety and bring more of Pilot's signature fresh deli items, including pizza, homestyle meals, grab-and-go foods, and premium coffee to more locations, all in an easy-to-shop atmosphere; 
• New technology: Installing state-of-the-art retail and fueling technology, including adding self-checkouts, to increase efficiency and enable employees to further personalize the customer experience;
• Improved team member areas: Upgrading, reconfiguring and expanding breakrooms and workspaces, including installing new kitchen equipment and back-office solutions, to make employees' jobs easier and able to focus more on providing great service; and,
• Future innovations: Equipping stores with fueling alternatives, including electric vehicle (EV) charging stations, and developing a strategy to support low emission and zero emission vehicles.

As part of its New Horizons project, Pilot Company is furthering its investment in the communities where its stores are located through its giving back program. This year, Pilot Company will donate more than $500,000 to support local school districts in the areas where it's building new locations or remodeling stores. The contributions will go towards providing students with equal access to educational technology, a key focus area of giving back for the company..

Based in Knoxville, Tenn., Pilot Travel Centers (Pilot Company) operates more than 800 retail and fueling locations and, as the third largest tanker fleet in North America, supplies more than 14 billion gallons of fuel per year to the market. 

Its Pilot Flying J Travel network includes more than 750 locations in 44 states and five Canadian provinces with more than 790 restaurants, 75,000 truck parking spaces, 5,300 deluxe showers and 6,200 diesel lines, and also offers truck maintenance and tire service with Southern Tire Mart.

[Read More: CSA Exclusive: Pilot Flying J steers toward personalization]