The Petrova Experience Named Passenger Experience Design Contractor for Newark AirTrain Project
NYC-based customer experience design consulting firm partners with Doppelmayr to bring world class experience design to the AirTrain Newark Liberty International Airport (New Jersey/USA) AirTrain.
Brooklyn, NY January 14, 2026 – Customer experience consulting firm The Petrova Experience, has been selected as the customer experience provider for the Systems Technology Project, which is part of the Port Authority’s overall AirTrain Newark Replacement Program.
The Petrova Experience is collaborating with Doppelmayr, who will, as part of its Systems Technology contract with the Port Authority, provide the new AirTrain vehicles, to create a memorable “only in New Jersey” experience for Newark Airport passengers. Working in conjunction with the Port Authority of New York and New Jersey (PANYNJ), the ambitious project aims to initiate a new era of world-class customer experience. The team is dedicated to elevating overall traveler experience by implementing innovative strategies that focus on customer experience and customer-centric branding and personalization features.
The Petrova Experience is committed to designing seamless, inclusive, enjoyable journeys for passengers from start to finish, identifying and catering to diverse passenger needs through the development of persona and empathy-focused journey maps. By integrating branded, customer-centric elements on the train, The Petrova Experience will ensure every aspect of Doppelmayr’s new AirTrain vehicles and station interfacing elements reflect a unique and recognizable brand. Additionally, the firm is developing intuitive, engaging wayfinding solutions to assist both local and international travelers, making navigation through the airport and train system effortless.
“Our mission is to ensure that every traveler experiences the new AirTrain as a highlight of their journey,” says Liliana Petrova, CEO of The Petrova Experience. “By focusing on customer experience, branding, and intuitive wayfinding, we aim to set a new standard for airport transit that brings the energy and uniqueness of New Jersey to the world stage.”
The Port Authority is replacing the outdated AirTrain system at Newark Liberty International Airport (EWR) with a modern, elevated 2.5-mile automated people mover to better accommodate the airport’s growing passenger needs. This multi-phase project includes a new elevated rail system, three new stations, and a maintenance facility.
The Petrova Experience, LLC is a Federal, New York City, and State certified Women-Owned Business Enterprise (WBE), and Disadvantaged Business Enterprise (DBE) customer experience consulting firm with a design philosophy rooted in human-centered design principles and backed by certifications in Design Thinking from Stanford University and Customer Experience (CCXP). The firm partners with architects, engineers, and construction teams to design passenger journeys that prioritize and center the end-user experience. With expertise in seamless transportation design, The Petrova Experience designs solutions that elevate operational efficiency while delivering world-class experiences for passengers. Learn more about The Petrova Experience at thepetrovaexperience.com
The AirTrain Newark Replacement Program is a critical component of the EWR Vision Plan, a roadmap to transform Newark Liberty International Airport into a world-class facility. The Vision Plan will build on the success of the acclaimed New Terminal A while integrating with ongoing projects, such as the AirTrain Newark replacement and the Newark Station Access Project, to improve transportation access to the airport.
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