A High-Performing Airport Experience

At Indianapolis International Airport, the traveler experience has long been a defining strength. Known for its efficiency and hospitality, the airport consistently delivers a smooth and welcoming journey for passengers moving through its terminal and parking facilities.

Small Questions, Big Opportunities

Even in a high-performing environment, common traveler questions persisted: Where is Concourse A or B? Where is a restroom? Where can I charge my device? These simple moments revealed opportunities to improve clarity, reduce friction, and better support a diverse range of travelers navigating the space.

A Program Built Around the Traveler

In response, the Indianapolis Airport Authority launched the Terminal Optimization Program (TOP) in 2017, bringing together a dedicated committee to study and reimagine the passenger experience. Grounded in research and shaped by a wide range of traveler needs, the program explored how design, technology, and service could work together to create more intuitive and engaging environments. This effort led to the $20 million Sense of Place implementation campaign, introducing a series of initiatives that blend functionality with cultural identity, reinforcing Hoosier hospitality throughout the airport.

A More Intuitive, Memorable Journey

The Terminal Optimization Program established a framework for continuous improvement, shaping a more seamless and engaging travel experience. By addressing small moments with thoughtful design, the airport strengthens its ability to serve passengers while reinforcing its reputation as a leader in customer experience.