Skip to main content

Westfield unveils new customer journey at LAX Terminal 2


Los Angeles -- Westfield invested $78.3 million into LAX terminal 2 in Los Angeles, transforming nearly 76,000 sq. ft., including more than 15,000 sq. ft. of new dining and retail at Los Angeles International Airport. According to Westfield, the upgrade brings together a vibrant design, local restaurants and signature retail, creating a more holistic customer journey.

Los Angeles and LAX had a record-breaking year in 2015. The city had 45.5 million visitors, and LAX – undergoing an $8.5 billion modernization program – saw 74.9 million passengers. The new Terminal 2 projects $41 million in annual sales – a 34% increase. The number of permanent employees in the terminal is projected to increase by 76%.

"Los Angeles World Airports had a strong vision," said Keith Kaplan, Westfield's VP at LAX. "They wanted more than a concessions refresh – they wanted to truly transform the entire customer journey at Terminal 2 from the moment you clear security. Thanks to our long-term partnership and collaboration with all the stakeholders, everybody wins – the city of Los Angeles, the airport, the airlines and the customers."

Westfield designed and managed common area improvements, from the floor to the ceiling, and relocated and redesigned an inefficient staircase to become the focal point of the terminal and activated new revenue-generating space.

The 20-month redevelopment at Terminal 2 was the terminal's first upgrade in nearly 30 years. Westfield's construction team managed hundreds of projects to keep the 24-hour terminal open, maintaining customer service and flight operations during the process. The terrazzo floor, for example, took 10 months and 15 phases to complete all on its own.

"Fresh facilities with more seating, new services, and expanded dining and shopping experiences for today's travelers are part of our $332 million investment in Terminal 2," said Deborah Flint, Los Angeles World Airports CEO. "We applaud Westfield's partnership with LAWA, their investment in Terminal 2 at LAX, and their commitment to developing an experience that truly caters to the modern traveler."

The terminal design was inspired by "L.A. in Motion," which captures the energy and on-the-go attitude of Los Angeles. Three distinct shopping and dining districts are highlighted by a grand staircase that offers customers a luxurious but efficient travel experience.

The new customer journey begins in the Commercial Hub, a retail and duty-free shopping district. Customers then flow into the Dining Terrace, which has been infused with local flavor and a design that offers a bright, inviting experience. From there, customers enter The Strand, a dining and shopping district that features the grand staircase and a luxurious bar with shimmering chandeliers.

The new dining and retail collection features 16 new concepts, seven Southern California brands, 11 brands new to LAX and six brands that have never been in an airport before.

The full dining and retail lineup include: SeaLegs Wine Bar, SLAPFISH Modern Seafood, Shack, Pick Up Stix, Fresh Brothers Pizza, Caibatta Bar, BUILT, Barney’s Beanery, (2) Starbucks, SPANX, (2) CNBC shops, (2) Univision shops, eSavvy and InMotion Entertainment and DFS.

In addition to the all-new dining and retail program, Westfield built new gate hold rooms and bathrooms, installed new lighting, gate counters, gate information displays, flight information displays and digital directories and added new IT infrastructure to support all terminal flight operations.

Westfield is also transforming the passenger experience at LAX terminals 1, 3, 6 and Tom Bradley International Terminal, which opened in 2013. With a unique approach to each terminal, no two are alike. Westfield has invested more than $184 million at the airport to transform the customer experience. The overhaul projects $464.8 million in sales in the first four years, 490 construction jobs and 2,650 permanent jobs.

This ad will auto-close in 10 seconds