areas in addition to the myriad of
enhancements we have underway,
LAX believes it can sustain guest
satisfaction during the massive
construction underway. LAWA has
been tracking its guest satisfaction
scores throughout its first year and
working with its councils to achieve
continuous improvement. Already
enhancements can be measured
in important areas such as overall
customer satisfaction, terminal
and restroom cleanliness, comfort
of gate/waiting areas, Wi-Fi and
ambience of the airport.
The airport culture change
that LAWA is spearheading and
championing is a journey. It
won’t happen overnight, but guest
satisfaction key performance
indicators already have shown
improvement, and it’s only just the
beginning. The airport community
is working hard to support the LAX
commitment to make guest visits
efficient, hospitable and memorable.
Together with an unprecedented
capital plan bolstered by a strategic
guest experience initiative, the
airport is well on its way to a
reimagined LAX. LAX has just
begun, stay tuned.
Barbara Yamamoto is chief experience
officer, Los Angeles World Airports. She may
be reached at byamamoto@lawa.org.
PHOTO BY: LAWRENCE ANDERSON
