Airport Magazine- April/May 2012

The economic setbacks that have affected the country for the past several years
have had an impact on every
airport in the U.S., including Phoenix
Sky Harbor International.

Although it has been a decade filled with challenges, the downturn has presented unlimited opportunities to do more with less and to put a greater focus on exceeding customer expectations.

“Customer service is a priority at Phoenix Sky Harbor,” said Deputy Aviation Director Deborah Ostreicher. “But it is more than just a slogan at America’s Friendliest Airport. It’s a culture.”

The “Friendly Let Me Help You” (F.L.Y.)

employee recognition program was instituted to thank airport employees for their exceptional achievements.

THE NAVIGATORS

Customer service is the lifeblood of any organization, and when it comes to providing top-notch customer service, Sky Harbor boasts a team of 370 volunteers — The Navigators.

Dressed in signature purple jackets and polo shirts, the Navigators deliver superior customer service to more than 100,000 passengers per day and more than 40 million annually. Since the program began in late 2000, the Navigators have taken volunteering to unprecedented levels, donating more than 600,000 hours of their personal time to serve airport customers.

The efforts of the volunteers often are recognized by visitors, making them among the top airport volunteer teams in the country. The volunteers come from different backgrounds but are dedicated to providing the best service possible in every encounter to ensure that Sky Harbor’s customers walk away with a positive impression of the airport.

Airport management regularly attends staff meetings and training sessions of employees and the Navigators to update all personnel on Sky Harbor’s definition of good customer service and how the airport measures these high expectations.

F.L.Y. AWARD

At Phoenix Sky Harbor, a few kind words and gestures go a long way. In the midst of the economic downturn, the “Friendly Let Me Help You” (F.L.Y.) employee recognition program was instituted to thank airport employees for their exceptional achievements.