MCO Rewards Loyalty Program

The Greater Orlando Aviation Authority (GOAA) is conducting an Invitation to Negotiate (ITN) procurement to select a vendor for the MCO Rewards Loyalty Program, a comprehensive multi-airport customer loyalty and passenger management platform serving Orange County and Orlando City in Florida. The vendor must deliver an integrated solution that includes advanced data analytics capabilities for identifying passenger behaviors and spending habits, a passenger engagement platform with segmentation functionality for personalized communications, a Voice of the Customer system with real-time feedback and sentiment analysis, AI-driven and live 24/7 customer support, and tools for gathering stakeholder feedback and tracking employee and concessionaire performance. Required qualifications include Florida business registration, a minimum of two years of relevant experience within the preceding five years, demonstrated experience providing multi-airport loyalty platforms for airports with at least twenty million annual passengers, proof of insurability, audited financial statements for the preceding two years, and three professional references. The evaluation will assess technical capabilities, pricing, and compliance with certification requirements regarding debarment status, drug-free workplace compliance, and non-discrimination adherence. Key dates include a pre-submittal meeting on May 15, 2026, a response submission deadline of June 9, 2026, at 2:00 PM EST, evaluation committee meetings anticipated for July 10, 2026, optional interviews on July 22, 2026, and a targeted contract conclusion date of August 19, 2026, with Aviation Authority Board approval scheduled for October 21, 2026.

The procurement documentation does not specify set-aside designations or restrictions limiting responses to particular organization types, though the solicitation materials reference Small Business Development participation considerations and potential MWBE requirements as part of standard procurement procedures. No incumbent vendor or current contractor information is identified in the available documentation, nor are there references to existing infrastructure or technology requiring integration beyond the general requirement to deliver a multi-airport platform compatible with modern airport operations. The contract award will be structured as a three-year base period with two one-year renewal options commencing October 1, 2026, with pricing evaluated through competitive negotiation rather than fixed bidding. The price structure includes line items for one-time launch fees, annual program management fees, customer service and appeasement costs, rewards allocation, and additional costs billed on a monthly or annual basis, though specific budget ranges or award values are not disclosed in the solicitation summary. The Aviation Authority reserves the right to modify, reduce, or terminate the scope of services at its discretion and may award to multiple vendors if determined to be in the Authority's best interest.