Q&A with Pilot Travel Centers: “Our goal is to make each location feel familiar” (2024)

We sit down with Allison Cornish, Senior Vice President of Store Modernization and Development at Pilot Flying J, to discuss how the operator is redeveloping its network to meet the evolving demands of new mobility.

Since March of 2022, Pilot Flying J has been actively engaged in future-proofing over 400 retail locations in the United States through its ‘New Horizons’ initiative. The project is driven by the company's commitment to remaining relevant amidst evolving consumer habits and the ongoing transition to alternative fuels by investing over $1 billion to redevelop its network

With the goal of becoming “an oasis on the open road” for customers, Pilot’s focus is on innovation, sustainability and convenience. Enhancements include implementing new checkout technologies, expanding electric vehicle (EV) charging infrastructure, upgrading staff environments, and redefining the look and feel of each site, and more.

Q. How did the ‘New Horizons’ initiative originate? What pushed the company to begin this transformative journey?

A. As a company that serves over 1.3 million diverse drivers daily, we are always striving to remain at the forefront of innovation as the needs of the road traveler continue to evolve. The ‘New Horizons’ initiative is a prime example of that - we listened to feedback from professional drivers, auto customers and Pilot team members to better meet their needs. This strategic investment of more than $1 billion aims to improve the overall experience for anyone who visits or works at our travel centers.

Q. How are you developing travel centers to cater to both professional drivers and on-the-road travelers?

A. Our goal is to create a space that appeals to both groups to ensure they have a safe and comfortable place to stop during their travels.

Often, professional drivers are on the clock when they visit our travel centers and are looking for a streamlined experience to get them back to work or home to their families as quickly as possible. However, there are also drivers who end their long shifts of hundreds of miles each night, and need a place to stop for a hot shower, a fresh meal and a space to relax and recharge. Whether professional drivers are making a quick stop or staying with us overnight, our ‘New Horizons’ initiative provides all the amenities professional drivers are looking for.

On-the-road travelers, which now includes EV charging customers, stop with us for a variety of reasons. For some, we are part of their morning commute where they stop for a cup of the best coffee on the interstate. For others, we are that much needed break where road-tripping families can stretch their legs, grab a phone charger or travel pillow, reload on snacks or drinks that are essential to any road trip, use clean, spacious restrooms, or dine on a variety of food and beverage options.

Q. One of the biggest focuses of your initiative involves modernizing interior spaces and exterior features. What’s your approach when remodeling a facility?

A. Each location has attributes that make them unique and our goal is to make each travel center feel familiar. Some have been fixtures in the community for years; some see more professional driver traffic, while others cater more to local commuters; some have maximum space for overnight parking, whereas others can facilitate EV charging or RV fueling. Through our ‘New Horizons’ initiative, our team develops a plan that will benefit and complement each individual store and the needs of those who most frequent it.

Q. EV charging represents a big focus of this initiative. What can you tell us about the planning process for deploying chargers?

A. Our EV charging network is aimed at connecting the major metropolitan areas where high concentrations of EV charging infrastructure is typically found. With our network, we have an opportunity to help solve some of the challenges faced by EV drivers, such as range anxiety, and deliver a charging infrastructure that allows them to confidently take a holiday road trip to see family or a cross-country trip to a national park.

Our stations feature 350 kW chargers with free WIFI, canopies at most charging locations to protect drivers, along with the other updated amenities and enhanced food and beverage options. We aim to develop a coast-to-coast EV network, establishing 2,000 EV chargers at 500 Pilot and Flying J travel centers in collaboration with General Motors and Evgo. This will be an ongoing initiative that our teams are working to build and deliver to the public as quickly as possible.

Q. Are there plans to explore other types of alternative fuels in the future?

A. This is happening in concert with our team’s continued research and development of additional alternative fueling solutions, such as hydrogen. Each form of fuel brings a customer that may have slightly different needs, and it is our goal to ensure Pilot is prepared to support the energy needs of all drivers and drive innovation within the fuel retailing and travel center space. While we are focused on preparing for the diversification of energy preferences – we will still provide the traditional fuels our guests and customers are accustomed to, having supplied more than 15 billion gallons of fuel last year.

Q. Upgrading staff environments is also a key aspect of this overhaul. How do these improvements affect Pilot’s operations?

A. Our belief and what we’ve seen over our years of serving travelers is that it is vital to show people they matter at every turn - especially our team members.

We set out to enhance the spaces dedicated to team members with efforts to expand break rooms, upgrade kitchens and prep spaces, and implement new technologies that will help to streamline processes-- providing them with the time and tools they need to focus on providing guests with an exceptional experience.

Overall, Pilot is committed to investing in our team members and has instilled a people-first culture. All Pilot team members receive healthcare, wellness and financial benefits along with perks like weekly pay, free meals and drinks and a fuel discount.

Written by Gonzalo Solanot

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