Los Angeles International Airport was recognized Monday by the nonprofit Airports Council International for efforts to prioritize feedback from airport guests and passengers amid the COVID-19 pandemic.
The 2020 Voice of the Customer initiative recognizes airports that take steps to receive feedback from customers through ACI’s Airport Service Quality program and work to understand and respond to that feedback, LAWA officials said.
“Even as we face the unprecedented impacts brought on by the global pandemic, Los Angeles World Airports continues to maintain a steadfast focus on the health, safety and comfort of our guests,” said Justin Erbacci, LAWA’s CEO.
“We have created the safest possible facilities using innovative new technologies, physical changes and new processes and policies,” he said. “As we accelerate our work to create a seamless, digital experience for those who fly, we will continue to listen to our guests and apply their feedback into our plans and operations, to ensure a gold-standard experience from curb to gate.”
According to airport officials, LAWA as been exploring and applying new technologies for years, but during the COVID-19 pandemic, the city agency accelerated investments and innovations.
During the last year, the airport began testing virtual customer assistance via two-way screens in terminals, which served nearly 5,000 guests in 2020. LAWA also stocked vending machines with personal protective equipment, including masks, hand sanitizer and other travel essentials.
At the end of 2020, the airport launched an on-site rapid COVID-19 test laboratory, which provided travelers with test results within hours. The lab has processed nearly 30,000 tests since its launch last winter, LAWA officials said.
Other initiatives include LAXOrderNow.com, which allows guests to order food and drinks online from seven LAX terminals. The service includes touchless ordering, payment and pickup.