The Los Angeles Board of Airport Commissioners (BOAC) has approved contracts for an ambitious airport-wide program in customer-service training, performance management and employee appreciation. It is looking to raise standards at Los Angeles International Airport and within its operating company, Los Angeles World Airports (LAWA), to even greater heights, involving more than 50,000 employees.
Undertaking the training will be Customer Service Experts (CSE), an established leader in customer experience management and workplace culture, which has already worked with a number of major airports. The BOAC has awarded CSE a one-year contract, with two one-year renewal options, investing more than US$1.6m. The program has been designed with input from two stakeholder groups – the Guest Experience Partners Council, comprising representatives from the airport’s supply chain, and the Guest Experience LAWA Council, featuring others involved in its operations.
Deborah Flint, CEO of LAWA, said, “The millions of people who travel through our airport are not just passengers or customers; they are guests who are valued and appreciated and deserve to be treated as such. Our vision is to work with our partners to foster an experience that showcases the excitement of Los Angeles in ways that are modern, efficient, innovative and exciting, yet caring.
“The investment in and support of these programs is unprecedented – all part of our big and bold commitment to be customer-centric, especially in the midst of our US$14bn capital investment program,” she continued. “How we treat people and how we make them feel during the airport journey is a critical part of our mission to connect the world to people, places and cultures.”