Tawana Allen

Tawana Allen is Chief Customer Experience Officer at the Greater Orlando Aviation Authority, a role she took on in November 2025 after more than a decade working in airport guest experience.

Her approach starts with the reality of air travel. Passengers may be rushed, tired, confused, or overstimulated, so Allen treats good CX as more than moving people through an airport efficiently. The environment itself has to work for people with different needs.

That thinking is visible in the spaces MCO has created. After an airport quality audit identified accessibility gaps, Allen supported the development of a sensory room. Under her leadership, MCO has also expanded Family Zones across all three terminals, giving children space to play and families somewhere to reset during a demanding journey.

Allen wants passenger feedback to shape how the airport improves. MCO tracks satisfaction and service performance while programs such as its Traveler Advisory Group bring passengers directly into the process. That work contributed to MCO earning Level 2 Customer Experience Accreditation from Airports Council International.

She has promoted MCO Rewards, which extends benefits across shopping, dining, and parking, while her office is pursuing a broader passenger-management platform that can segment travelers, capture real-time feedback, analyze sentiment, and tailor communications to different groups.

AI fits into that model as another service layer. The planned platform combines AI-powered 24/7 assistance with live support, giving passengers faster access to information while helping MCO identify and respond to problems as they emerge. For Allen, the technology appears most useful when it makes a complicated airport journey feel more responsive to the person moving through it.