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Pilot Co. Bets $1B on the Future of Travel
from CSN-0422
by ensembleiq
The company unveils a “New Horizons” initiative to overhaul its travel centers
By Angela Hanson
PILOT CO. is embarking on a three-year, $1-billion initiative to overhaul hundreds of its travel centers across the country and improve the Pilot experience for customers and employees alike.
Known as New Horizons, the project will include full remodels of more than 400 Pilot and Flying J locations and upgrades at several more locations as part of the company’s largest investment in store modernization yet.
“It is a tremendous mile-marker forward for our company in providing a consistently exceptional experience for our team members and our guests,” said Whitney Johnson, the Knoxville, Tenn.-based company’s chief experience officer.
To plan New Horizons, Pilot sought out feedback from customers and team members. Based on their responses, the company designed complete store overhauls that will include remodeled showers and restrooms, improved driver-focused amenities, expanded kitchen and dining areas, expanded digital engagement, and installation of the latest in fueling and retail technology.
“For 63 years, we’ve been proud to fuel millions of journeys and as we have done since our founding, we will continue to evolve the travel center experience to meet the changing needs of our guests and team members,” said CEO Shameek Konar. “We are listening to what our guests want most at our locations and how we can improve our offerings to make their travels easier and more enjoyable. New Horizons will incorporate this feedback as we overhaul our entire network to deliver on what our guests value today and prepare our stores for the future.”
The first phase of the project is already underway, with 50-plus Pilot and Flying J travel centers slated for renovation in 2022. Multiple phases will follow as the company progresses its store design and incorporates new innovations.
The retailer also plans to add 34 new locations to its network this year, as well as 40 new Southern Tire Mart sites as part of its goal of having more than 200 maintenance locations.
