Innovation at Los Angeles International Airport (LAX)

Los Angeles International Airport (LAX) is the most innovative airport because we have made significant strides in transforming the way we think about operating our airport, and have integrated and embraced innovation in everything we do. This transformation and focus on innovation starts with Los Angeles Mayor Eric Garcetti’s goal and commitment to make Los Angeles the transportation technology capital of the world. It continues with LAX CEO Deborah Flint’s progressive approach and investments in innovation in all areas of managing the airport. This approach is embraced by the LAX executive team and staff who all are challenged and given the freedom to think about how we can do things differently. In this effort to create a more innovative culture, LAX employees are provided the opportunity and encouraged to present and pursue their innovative ideas.

At LAX we are setting the industry trend with innovations in many areas including the way we fund and develop our infrastructure improvement projects, operate the airport, improve the guest experience, make our airport more safe and secure and develop additional revenues. LAX is doing this by working closely with its partners, stakeholders and fellow airports such that innovations developed can be shared with and leveraged by the entire industry. Some of the key innovative pilots and projects implemented include:

  • LAX implemented one of the largest airport Public Private Partnerships to design, build, finance operate and maintain a new two-mile Automated People Mover and Consolidated Rental Car Facility. These developments, in conjunction with two Intermodal Transportation Facilities, will revolutionize the way people access and egress from the airport
  • In conjunction with the U.S. Customs and Border Protection Agency (CBP), LAX deployed the first automated, paperless boarding solution using only the passenger’s face
  • Lax was chosen as a Transportation Security Agency (TSA) Innovation Task Force airport
  • In conjunction with the TSA, LAX piloted for the first time in the U.S. new AIT scanning and biometric e-gates at the security checkpoint
  • LAX was chosen by both CBP and TSA to host the first collaborative pilot between the TSA and CBP where biometric solutions (facial geometry) will be used at the TSA security checkpoint and identity verification will be done using the CBP’s Traveler Verification Service (TVS).
  • LAX has deployed 27 Automated Security Lanes, more than any other airport in the U.S.
  • LAX deployed Mobile Passport at all Immigration areas
  • Innovation collaboration tool implemented that allows all employees to submit and discuss and innovation ideas. Top ideas are presented quarterly to the Executive Committee to choose those to pilot
  • LAX began deployment of its new digital strategy by implementing new web sites and mobile sites, with a new site dedicated just to passengers that provides customized information and services based upon flight information provided. In addition, LAX piloted:
    • Interactive kiosks that allow passengers to get information through a touch screen kiosk, but also allow them to have live video sessions with LAX staff to get special assistance
    • Solution to provide airport information through Alexa
    • New wayfinding solution
  • LAX implemented an IT and Innovation Collaboration Forum with its airlines to have ongoing discussion on how innovation and technology can be used to improve operations and the passenger journey, and to conduct joint pilots of new processes and technology solutions
  • LAX piloted three different wait time and passenger tracking solutions and is going out with an RFP now to select an airport-wide solution
  • LAX is conducting a cognitive traffic management solution pilot with IBM where IBM’s Watson AI solution is processing several different types of internal and third-part data to help identify causes for congestion and provide more predictive travel times to the airport which can be provided to passengers
  • LAX piloted a new capacity and scenario planning tool to help identify the flow of passengers through certain terminals to be able to be more prepared and take more proactive measures to handle high volume
  • LAX is piloting a walking and talking robot solution in one terminal to provide airport information to passengers in a fun manner
  • LAX is piloting a new restroom tracking and feedback pilot that helps to identify when restrooms require maintenance based on usage and allows passenger feedback on conditions
  • LAX is piloting employee screening technology to determine how it could conduct employee screening on an airport level
  • LAX piloted a big data research tool that analyzed guest feedback utilizing Artificial Intelligence to assess Emotional Intelligence by looking for words and phrases that correlate with important guest experience metrics. As the first airport to utilize this research, LAX listened to the voices of nearly 17,000 guests and has benefited from insights that defined root causes, or offered evidence that led to root causes when supported by other internal metrics and research.
  • LAX implemented an innovative iCARE training, mystery shopping and rewards program. As an innovative, holistic approach to change the culture of nearly 55,000 employees, LAX developed an ambitious program to provide training, mystery shopping and recognition airport-wide. The training focuses on “iCARE” behaviors to demonstrate that LAX employees care to be informative, courteous, approachable, responsive, efficient and effective. The one-hour training class utilizes videos and interactive games that include versions of Pictionary and Trivial Pursuit to reinforce the benefits of teamwork. The mystery shops are innovative in that the entire airport journey is evaluated from curb to gate rather than the traditional mystery shops that focus only on concessions. Nearly 700 mystery shops are completed quarterly. Finally, the rewards and recognition program is unique in that every employee who works at LAX has an opportunity to be recognized by fellow colleagues or by guests via website, texting function, QR code or comment card.
  • LAX executives participated in several industry groups to try to help foster innovation across the industry, including:
    • ACI World IT Steering Committee
    • AAAE Innovation Hub
    • IATA Simplify the Business Ideation Hub
    • LAX was one the founding members of a global benchmarking collaboration with other major airports across the globe
  • LAX collaborates with many technology incubators

LAX is in the development, RFP or advanced planning process for the following pilots and new solutions that will be deployed by the end of the year:

  • LAX Digital Assistant Facebook Messenger chat bot pilot that will provide airport information and services, including a shopping and ordering solution (Digital Assistant functionality eventually will be integrated into all other digital channels as well)
  • Common, self-service bag drop in the Tom Bradley International Terminal
  • Unmanned Aircraft Management pilot using drones for perimeter security monitoring and inspections (runways, roads, assets, etc.)
  • Smart parking solution
  • New loyalty/customer engagement solution to help
  • Centralized data management and analytics Center of Excellence with enabling platform