From reuniting family members to helping children with special needs get comfortable with the airport environment, Los Angeles International Airport (LAX) today recognized 18 airport employees and terminal teams who have gone above and beyond in providing gold-standard customer service with the first annual LAX Gold Star Awards.
The awards recognize achievements in customer service at LAX by teams of airlines, airport staff and business partners that make up entire terminals, based on airport service quality (ASQ) scores. ASQ scores reflect survey results from passengers at LAX.
The LAXtra Mile Award also recognizes individual employees for their contributions to exceptional guest experiences. Employees who are recognized for this award must be nominated by the traveling public or by a fellow airport employee.
The awards were presented this morning during a regular meeting of the Los Angeles Board of Airport Commissioners (BOAC).
“Building a world-class airport is about more than just infrastructure – it takes our employees and partners all working together to consistently deliver gold-standard customer service,” said Sean Burton, President, Los Angeles Board of Airport Commissioners. “We are exceedingly proud of our people on the ground who have gone above and beyond to create an unforgettable guest experience and we thank them for their commitment to our guests.”
“LAX is the employment and livelihood for more than 55,000 people, who cared for and served more than 87.5 million guests last year,” said Deborah Flint, Chief Executive Officer, LAWA. “Together, we are one airport community and every day we strive to deliver an exceptional experience to our guests. Today’s Gold-Standard Corporate and Employee honorees exemplify this commitment to excellence.”
Some of the inaugural winners of the LAXtra Mile award include:
• Transportation Security Administration Officer Carolyn Williams, who provided assistance to a guest with special needs who was separated from his family. Williams remained with him at the gate and provided him water and comforting conversation as they waited for his family to return. Upon their return, the guest’s wife expressed her appreciation for Officer Williams staying with her husband.
• Cassandra Heredia, Chief of Operations for Los Angeles World Airports’ Emergency Management team, who worked during a federal holiday to assist a family traveling with a person with autism. Heredia provided the family with mock boarding walkthroughs, showing them what to expect during their airport journey.
• Vilma Del Carmen Ramirez, who while working for SmartCarte in Terminal 1, flagged down a police officer to help a passenger with a medical problem in the baggage claim area. Vilma remained with the guest and provided assistance while first responders arrived.
Other award winners included:
- Tom Bradley International Terminal – Best Overall Terminal, Best Retail & Dining, Best Restrooms
- Terminal 1 – Highest Satisfaction for Security and Courtesy
- Terminal 8 – Most Improved Terminal
- Terminal 3 – Friendliest Terminal
- Most Improved Airline – United Airlines
- Best Check-In – Southwest Airlines
- Best Airline – Southwest Airlines
To nominate a LAX employee or partner for the LAXtra Mile Award, visit FLYLAX.com/STARS or text STAR to 52948.
Over the past few years, LAWA has made incredible strides in improving the guest experience. In March 2017, LAWA began the iCARE program, designed to train and reinforce five iCARE behaviors in all airport employees to be informative, courteous, approachable, responsive, efficient and effective. In November 2018, LAX’s LAXceptional Xperience program, which includes iCARE training, performance management and the rewards program, was recognized by Airports Council International-North America as the “Best Overall Customer Service Program” in North America for Large Airports.