MCO Rewards Loyalty Program

Background

The Greater Orlando Aviation Authority is seeking to enhance passenger experience, operational efficiency, and non-aeronautical revenue through an advanced Passenger Management Platform. The goal is to implement a multi-airport loyalty platform that provides data insights, passenger engagement, real-time feedback, and revenue data visualization. This initiative follows a successful one-year pilot program that provided valuable insights into customer behavior and spending trends.

Work Details

The selected vendor will provide a comprehensive loyalty platform that collects and analyzes passenger data to identify behaviors, spending habits, and preferences. Key components include: - A passenger engagement platform that segments travelers for personalized communication. - A Voice of the Customer system for real-time feedback and sentiment analysis. - AI-driven 24/7 support to enhance customer service efficiency. - Tools for gathering stakeholder feedback and tracking concessionaire metrics. - Data insights tools to analyze member behaviors, forecast passenger volumes, and compare loyalty metrics with financial data. - Integration with the Airport’s Wi-Fi network through APIs for user capture and survey distribution. - Support for local businesses to participate in the loyalty program. The platform must ensure data ownership remains with the Aviation Authority, providing full access and secure deletion of data upon contract termination.

Period of Performance

The contract will have a three-year base period starting on or about October 1, 2026, with two optional one-year extensions.

Place of Performance

The services will be performed at the Orlando International Airport (MCO) and potentially other local airports under the jurisdiction of the Greater Orlando Aviation Authority.

Bidder Requirements

Respondents must be registered to do business in Florida and have at least two years of relevant experience providing multi-airport loyalty platforms. They must provide three references from similar projects within five years. Additional requirements include proof of insurability, financial statements for the last two years, compliance with various certifications (e.g., Drug-Free Workplace Certification), and disclosure of any litigation or regulatory investigations.