Concessions Mystery Shopper Program

The Authority is seeking Responses from qualified Respondents to develop and administer mystery shopper program services and reports to ensure Airport concession locations maintain the Authority's service values; to provide First Class standards of service for Retail, food and beverage service, and passenger amenity service industries; and to provide products in a clean, attractive, and pleasant atmosphere.

The Authority is interested in obtaining the professional services needed to develop and administer a Concession Mystery Shopper Program at the Airport. There are 9 operators for 34 food and beverage and 32 Retail, duty-free, and passenger concessions. The Awarded Respondent would be required to:

• Understand current conditions;
• Identify service improvement priorities to guide resource allocation decisions;
• Understand the impact of service quality initiatives and investments;
• Reward excellence in customer service; and
• Pinpoint areas for improvement.

The Authority was created in 1945 and is an independent special district governed by the Hillsborough County Aviation Authority Act, Chapter 2022-252, Laws of Florida (Act). This Act provides that the Authority will have exclusive jurisdiction, control, supervision and management over all publicly-owned airports in Hillsborough County.

The Airport is a major economic driver for the Tampa Bay region and is the gateway to the west coast of Florida. The Airport is consistently ranked among the world’s most beloved airports, serving more than 25 million annual passengers with routes to more than 100 nonstop destinations. The Airport has received top awards at the state, national, and international level, including being ranked the #1 Large Airport in North America by J.D. Power in 2022 and 2023, as well as the #1 Large Airport in USA Today’s 10Best Readers’ Choice Awards in 2024. The Airport has now completed several projects in the largest construction program in its history with a major Main Terminal renovation, 66 shops and restaurant s (completed in February 2019) , a 1.4-mile automated people mover extending to a multi-level Rental Car Center, award-winning Express Curbsides for faster passenger drop-off and pick-up, a nine-story office complex, and numerous new public art installations including a world-famous 21-foot pink flamingo sculpture in the Main Terminal. In late 2024, the Airport broke ground on a new 16-gate terminal, Airside D, which is expected to be completed in 2028.

The Airport is currently served by more than twenty (20) commercial airlines operating from four (4) Airside Terminals: Airside Terminal A with sixteen (16) gates; Airside Terminal C with sixteen (16) gates; Airside Terminal E with thirteen (13) gates; and Airside Terminal F with thirteen (13) gates. During the Authority Fiscal Year ending September 30, 2025, the Airport served over twenty-five (25) million passengers and generated revenues totaling $483.1 million. The Authority expects to handle 24.5 million passengers in Fiscal Year 2026.

The Authority is a self-supporting organization and generates revenues from Airport users to fund operating expenses and debt service requirements. Capital projects are funded through the use of bonds, short-term financing, passenger facility charges, State and Federal grants and internally generated funds. Although empowered to levy ad valorem property taxes, the Authority has not collected any tax funds since the early 1970s.

The background information provided in this Section is intended only to give prospective Respondents a brief familiarization with the Authority and the Airport. All Airport data provided as part of this Solicitation is for informational purposes only and should not be construed as a guarantee of business. The information shown herein has been obtained from sources considered to be reliable. However, the Authority and its Board, officers, employees, agents, and contractors are not liable for the accuracy of the information or for its use by Respondent. Respondent must examine and inspect this Solicitation and all its appendices, attachments, and exhibits to be knowledgeable of the requirements and terms and conditions. Respondent must independently evaluate circumstances and conditions that may affect its Response and its ability to provide the required Services.

The Authority mission and vision statements, found on the Authority website at www.TampaAirport.com > Business & Careers > Business Opportunities > Supplier Resources > About the Team, will serve as the platform to guide the Awarded Respondent in providing Services.