LAX Named one of the Most Improved Airports

In the midst of a strategic and collaborative initiative to improve guest experience, Los Angeles International Airport has been named one of Skytrax 2017 Top 10 Most Improved Airports.

LAX has been followed by Soekarno–Hatta International Airport in Jakarta, Hamad International Airport in Doha, Houston George Bush Intercontinental Airport, Delhi Indira Gandhi International Airport, Haikou Meilan International Airport, Guangzhou Baiyun International Airport, Phoenix Sky Harbour International Airport, Tokyo Narita Airport, and Paris-CDG Airport.

READ: We Discover What All the Fuss is About at Singapore’s Ritz-Carlton Millenia

The international air transport standards and quality rating organisation hosts the World Airport Awards, widely known as the Passengers Choice Awards, a global benchmark of airport excellence. Out of 100 top airports, LAX moved from No. 91 to No. 86, making it the No. 10 airport with the most improved score.

“Los Angeles World Airports (LAWA) has launched an unprecedented and transformative culture change which, when implemented with our USD$14 billion Capital Improvement Programme, will re-envision the LAX experience for our nearly 81 million passengers,” says Los Angeles World Airports Board of Airport Commissioner president Sean Burton.

Through a Guest Experience Council that LAWA formed in collaboration with airlines, concessionaires, Transportation Security Administration, Customs and Border Protection, ground transportation providers and airport employees, LAWA is moving to provide efficient, hospitable and memorable airport experiences through modern, world-class facilities, services and innovation.

In the midst of an initiative to improve guest experiences, Los Angeles International Airport has been named a Skytrax 2017 Top 10 Most Improved Airports.

“There is more collaboration and information sharing among airport workers, partners and guests. Even with the significant construction programme on the horizon, our goal is to move up the Skytrax rankings, simultaneously rebuilding, re-envisioning, re-engineering, and re-imagining the airport experience holistically,” says LAWA CEO Deborah Flint. “LAX has set a vision to be a Gold Standard Airport and is strategically investing in facilities and a people culture to deliver facilities and guest services that are exceptional.”

The LAX roadmap to improve the overall guest experience includes satisfaction surveys and guest experience councils that ensure airport-wide collaboration; training and mystery shopping, as well as a rewards and recognition programme to highlight airport staff that are exceptional in serving LAX’s guests.

READ: We Put American Airlines’ Flagship First Through its Paces

The Skytrax World Airport Awards are based on 13.82 million airport surveys completed by 105 different nationalities of airline customers during the survey period from July 2016 to February 2017. The survey covers 550 airports worldwide, evaluating traveller experiences across different airport service and product key performance indicators, from check-in, arrivals, transfers, shopping, security and immigration through to departure at the gate.

In the Headlines…

Park Hyatt to Open in Jakarta, Indonesia

Emirates Launches A380 Flights to Tokyo, Casablanca and Sao Paulo

BLT Steak Relaunches in Hong Kong

Recommend to friends
  • gplus
  • pinterest

About the Author

Staff Writer

The Art of Business Travel is Asia-Pacific's leading portal for corporate travel news and views. We cover everything from airline routes and airport developments, to new hotels, meeting venues, loyalty schemes, and entertaining.