LOS ANGELES INTERNATIONAL AIRPORT LAUNCHES CUSTOMER SERVICE TRAINING PROGRAM FOR EMPLOYEES DURING HOLIDAY TRAVEL SEASON

LAX is the FirstAirport on the West Coast to Participate in Program

            (Los Angeles, California – December 10, 2009)  Los Angeles World Airports (LAWA) announced today the kick-off of “Resilience Edge,” a customer service training program for Los AngelesInternationalAirport (LAX) employees as part of an overall effort by LAWA to improve the airport travel experience during the holiday travel season.  

            The training teaches employees the concept of N.I.C.E. skills – how to “Neutralize Irritations (during) Customers’ Experience” – and offers an incentive to recognize top-performing problem-solvers.  In addition, employees are equipped with productivity tools through role-playing around four key resiliency traits – adaptability, engagement, optimism and pro-action – to take control of pressure-packed situations and remain focused on passengers’ needs.

            “As we gear up for the holidays, it is increasingly critical for our front-line employees to be well-equipped and ready to provide the best possible customer service that our passengers deserve,” said Gina Marie Lindsey, LAWA executive director.  “This training is an important step toward an overall goal for LAWA to improve customer service, particularly as we continue to build new facilities.  We need to match the expectation for world-class facilities with world-class service, and this training is part of what will get us there.”  

            The Volunteer LAX Passenger Assistance Program is another service initiative this year.  LAX employees wearing red vests will provide information and friendly smiles to passengers’ at curbside on the Upper/Departures Level during this holiday travel season.  Program dates include: Wednesday, Dec. 23 and Thursday, Dec. 24.

            Resiliency Edge is offered nationally through a partnership between the Human Resiliency Institute at FordhamUniversity and the American Association of Airport Executives (AAAE).  In 2008, Resiliency Edge was introduced at John F. Kennedy International Airport (JFK), LaGuardia Airport (LGA), and Newark Liberty International Airport (EWR).  LAX is the first airport on the West Coast to participate in such training.

            For more information about the program and the partnership between AAAE and FordhamUniversity, please visit: www.humanresiliency.com.

LAX, the sixth busiest airport in the world, offers more than 565 daily flights to 81 destinations in the U.S. and over 1,000 weekly non-stop flights to 65 international destinations.