.svg)
Transcript
Supporting growth and expansion at one of America’s busiest airports
Charlotte Douglas International Airport (CLT) is one of the nation’s fastest-growing airports, serving more than 53.6 million passengers in 2025 while continuing to evolve through its long-term “Destination CLT” development program. As passenger volumes, facilities, and traveler expectations expanded, CLT required a strategic facility partner capable of integrating high operational efficiency, premium passenger experience, and resilient service standards across its complex, growing footprint.
Challenge
When ABM partnered with CLT to oversee terminal cleaning solutions in April 2020, the airport was balancing rapid long-term growth with the operational uncertainty facing the aviation industry globally. CLT needed a partner capable of maintaining service continuity, supporting evolving health and safety expectations, and scaling operations across one of the Southeast’s largest airports.
Greater Local Business Participation: CLT sought to expand partnerships with locally owned and historically underrepresented firms through the Charlotte Business INClusion (CBI) Program, while supporting economic development in the Charlotte community. The previous provider maintained less than 10% participation from minority- or women-owned firms.
Cost Pressure and Operational Efficiency: As a fully self-sustaining airport, CLT prioritizes operational efficiency and high-value
partnerships that maintain service quality while controlling costs.
Workforce Continuity and Retention: CLT wanted to keep experienced frontline staff from the previous service contractor in place to maintain operational continuity while supporting long-term employee retention and growth.
Solution
Transition and Operational Readiness: ABM implemented a detailed Transformation Plan designed to maintain uninterrupted airport operations while aligning services, staffing, equipment, technology, and subcontractor partnerships. Dedicated transition teams worked closely with CLT leadership to coordinate onboarding, training, operational logistics, inspections, and ongoing performance management across the airport environment.
Healthy Environments and Passenger Confidence: During the transition, ABM expanded cleaning protocols, leveraging disinfection expertise from healthcare and education environments to support evolving health and safety expectations. Updated operating procedures, comprehensive team member training, and visible passenger communications helped reinforce confidence for travelers, tenants, and airport stakeholders.
Workforce and Local Business Impact: ABM strengthened workforce stability and supplier participation by successfully transitioning more than 260 incumbent janitorial employees while enhancing compensation, benefits, and career development opportunities. Simultaneously, ABM increased Small, Minority, and Women-owned Business Enterprise (SMWBE) participation by 200%, growing the share of contract value awarded to local partner firms from less than 10% to 30%.
Technology and Efficiency: ABM implemented technology-enabled oversight and dispatch coordination through ABM Connect®. Dispatch teams monitor service activity, support quality audits, manage device operations, and help prioritize response efforts across the airport in real time. ABM also supports CLT’s “Big Belly” waste monitoring system, helping teams proactively address high-traffic waste collection needs before service disruptions occur.
Benefits
- CLT maintained seamless cleaning operations while continuing to grow terminal traffic, facilities, and traveler services at one of the nation’s busiest airports. In 2025, CLT served more than 53.6 million passengers and earned recognition, including being ranked among the USA Today Top 10 Best Large Airports.
- ABM achieved and sustained a 30% SMWBE inclusion rate, tripling the airport’s previous participation. This was matched by the successful retention and growth of a stable frontline workforce, which now includes more than 328 trained team members supporting airport operations.
- Through centralized procurement, technology-enabled oversight, and proactive service coordination, ABM helped CLT streamline and optimize terminal operations while remaining within budget annually. Over five years, CLT also achieved a 12% savings per passenger, adjusted for inflation.
- ABM delivered consistent operational excellence and maintained the airport’s strict financial goals. This performance resulted in a 12% savings per passenger over five years (adjusted for inflation) and earned CLT recognition as the Air Transport Research Society’s Most Financially Efficient Airport award.
A thriving partnership since 2020
Today, ABM supports operations across more than 2.1 million square feet of terminal space. As passenger volumes and facilities continue to grow, ABM has scaled staffing, services, technology, and operational oversight to help maintain an exceptional traveler experience at every stage of the airport journey.
