Issue Date: 11/22/2011
Contact: Katherine Alvarado
LAX TRAINS OFFICERS TO KEEP TRAFFIC (AND COFFEE) FLOWING DURING THANKSGIVING HOLIDAY WITH SPECIAL CUSTOMER SERVICE PROMOTION
(Los Angeles, California – November 22, 2011) To create a N.I.C.E. experience at Los Angeles International Airport (LAX) during the busy Thanksgiving holiday period, LAX today trained its traffic officers to help keep vehicles moving in a customer-friendly manner with helpful handouts and a special customer service promotion. Instead of handing out parking citations or warnings, the officers were trained to hand out information with alternative parking options, as well as a coupon for a free cup of coffee to thank drivers for helping to keep traffic flowing. N.I.C.E. is LAX’s customer service initiative to “Neutralize Irritations Customers Experience.”
“Thanksgiving is one of the busiest travel periods at LAX,” said Los Angeles World Airports Executive Director Gina Marie Lindsey. We wanted to make sure that our traffic officers work with drivers to guarantee they have a positive and friendly experience. Airport Police traffic officers, LAX Customer Service Representatives and volunteers participated in the training that included active role-playing and props. Following a session in the terminal, the officers stepped out onto the curbs to put what they learned in the classroom into immediate action.
“This is a wonderful opportunity for our traffic officers to have positive interaction with our customers and give them parking options and other tips for easy travel at LAX,” said Airport Police Lieutenant Joaquin Mendez.
The information card handed out by traffic officers provides a map of the airport with convenient places to park and other critical information to help drivers understand their options and navigate their way around LAX.
Drivers can load and unload passengers at the terminal curbside, but cannot park and wait or idle. Three parking options include eight structures in the Central Terminal Area; Cell Phone Waiting Lot at 96th Street and Vicksburg Ave.; and Economy Parking Lot C on 96th Street and Sepulveda Blvd.
The customer service promotion ties in with LAX’s overall N.I.C.E. customer service program that trains airport employees to become active problem-solvers to help relieve customer stress and make travel through LAX anxiety-free.
LAX is the sixth busiest airport in the world and third in the United States, offering more than 565 daily flights to 81 domestic cities and over 1,000 weekly nonstop flights to 65 international destinations on over 75 carriers. In 2010, LAX served over 59 million passengers, processed over 1.9 million tons of air cargo valued at nearly $78 billion, and handled 575,835 aircraft operations (landings and takeoffs). LAX is part of a system of three Southern California airports – along with LA/Ontario International and Van Nuys general aviation – that are owned and operated by Los Angeles World Airports, a proprietary department of the City of Los Angeles that receives no funding from the City’s general fund. For up-to-date information on all LAX happenings follow us on Twitter www.twitter.com/LAX_Official rel="noopener noreferrer" and Facebook www.facebook.com/LAInternationalAirport.