A message from LAWA’s CEO: 2017 was the breakthrough year for guest experiences at LAX, which is the focus of the second in our series of four reflections on 2017.  

LAX continues to enhance guest services by optimizing the passenger experience through exceptional people, services and facilities.

We hope that you'll take a moment to review a sampling of our achievements for 2017, and join us in 2018, as we endeavor to improve our guest satisfaction scores, train the 50,000 employees who work at LAX on how to be wonderful and knowledgeable ambassadors of the airport, and find new ways to amaze, delight, and impress.

Deborah Flint CEO, Los Angeles World Airports

Highlights: 

• LAX named one of the Top 10 Most Improved Airports in the World
• Shake Shack and Reilly's Irish Pub among 14 new restaurants opened at LAX
• 19 new dogs join PUP Program
• Debut of in-terminal live entertainment from local L.A. artists
• Easier and faster Wi-Fi throughout airport
• Customs and immigration made faster and easier with new Mobile Passport app
• New iCare program takes guest experience to the next level
• LAX4U customer feedback tool brings better, faster service

LAX was named one of the Top 10 Most Improved Airports in the World at the 2017 World Airport Awards, also known as the Passenger Choice Awards. The list is based on 13.8 million airport surveys completed by 105 different nationalities of airline customers during a period from July 2016 to February 2017 and covers 550 airports worldwide.

New & Improved Concessions

Following the completion of Terminals 2 and 6 in 2016, 2017 saw more great transformations at LAX. Westfield partnered with us to redevelop more than 8,400 square feet of dining and retail space in Terminals 1, 3, 6 and the Tom Bradley International Terminal. Terminal 1 and Terminal 3 saw the biggest changes, with the introduction of customer favorites including Reilly's Irish Pub, Shake Shack, La Familia, Moshi, Soundstage and The Parlor. In total, 14 new restaurants and five new retail stores opened in 2017.

More Paws in the PUP Program

The LAX Pets Unstressing Passengers (PUP) program added 19 new pups to the pack this year. The 74 volunteer PUPs, ranging in age, size and breed, continue to relieve stress and comfort passengers throughout the airport.

PUPs were in full force throughout the year bringing smiles to guests at holiday events and lowering stress levels during 2017's successful airline relocation.

“People are really appreciative of the program,” said Heidi Huebner, PUP Program Director at LAX. “Our PUPs lend a friendly paw during the busy holiday travel seasons, delighting guests of all ages."

LAX Presents

Los Angeles Mayor Eric Garcetti officially kicked off “LAX Presents,” a live music program where airport guests are treated to a variety of music, dance, theater and other special events at the airport.

"LAX is the first and last impression of Los Angeles for people all over the world — and what better way to make that impression than by letting travelers experience the incredible artistry that makes this city the entertainment capital of the world,” said Mayor Garcetti. “LAX Presents will fill terminals with live music, and bring the joy of L.A.’s cultural vibrancy to everyone who visits our airport."

This past year, LAX hosted 19 musical performances with over 50 performers.

Upgraded Wi-Fi Access

Travelers at LAX have a reason to cheer when loading apps or web pages over the airport’s Wi-Fi service, as LAX has been ranked among the Top 10 U.S. airports for “Fastest Airport Wi-Fi” by Ookla, LLC. The results measured average download speeds of 17.8 Megabits per second (Mbps) and upload speeds of 20.3 Mbps, placing LAX’s free Wi-Fi in eighth-place out of 20 U.S. airports, and 11th-place among 30 airports in North America, including Mexico and Canada. The rankings noted a 59% speed increase compared with 2016 rankings. Guests within the terminals can log on for 45 minutes of free advertising-supported Wi-Fi service, or choose a paid, ad-free, premium service good for 24 hours of access.

Mobile Passport App

Twelve new Wi-Fi access points support Customs and Border Protection's new app, Mobile Passport. Part of a pilot program, this app allows guests to move through customs and immigration swiftly and effortlessly. Learn more about the app by clicking here.

iCARE Guest Experience Program

LAX launched iCARE, a comprehensive guest experience program developed by employees, for employees. The program engages the entire airport community to ensure service excellence. (iCARE stands for Informative, Courteous, Approachable, Responsive, Efficient and Effective.)

The program takes a holistic approach to employee engagement and instills a “guest first” mentality. The training was developed with input from the Guest Experience Partners Council, comprised of representatives from the Transportation Security Administration, Customs and Border Protection, airlines, concessionaires, service providers, and LAWA executives. Key LAWA stakeholders also offered support and guidance.

Improved Feedback Tools

In 2017, LAX introduced several improved customer feedback tools, including new guest satisfaction surveys and a new clean restroom texting program. For a real-time response, guests simply text "LAX4U" (52948) and alert the airport of facility conditions and their needs.