The Guest Services Division was created in December 2010 with a mission to help ensure an airport-wide positive and friendly experience for travelers with its 150 Guest Experience Members (GEMs) (formerly Customer Service Representatives) program (paid employees) and its 300 Volunteer Information Professionals (VIPs) program (unpaid volunteers). Together, these two customer service groups are dedicated to create a first-class guest experience by meeting guest needs and solving problems.
The GEMs, who speak a total of 28 languages, assist passengers and meeters and greeters on the Arrivals Level of each terminal from 6 a.m. to 11 p.m. daily. In addition, the GEMs also assist international passengers in the Customs and Border Protection Federal Inspection Service (FIS) areas. GEM assistance includes translation services, assistance with immigration forms and documents, and queue management for expedited processing. Annually, GEMs have assisted 6.5 million arriving passengers in TBIT; 2.9 million in Terminal 2 and 1.6 million in Terminal 7.
GEMs also assist during emergencies, incidents and events and have been particularly valuable helping customers to navigate through the impacts of construction activity.
The VIPs provide direction throughout the airport and information about airport amenities, transportation and accomodations to the traveling public. They are located in information booths on the Arrivals Level of each LAX terminal. The VIPs are available in information booths on the Arrivals Level of each terminal from 7 a.m. to 10 p.m. on weekdays and 9 a.m. to 9 p.m. on weekends. Last year, the volunteers assisted 1.1 million passengers.
Helping to round out the customer service team are the PUPs (Pets Unstressing Passengers). Launched in April 2013, this team of therapy dogs provides instant stress relief and comfort to passengers through interaction with pets. Trained dogs and handlers roam through the departures levels in the gate areas of each terminal, visiting passengers awaiting flights and providing comfort, as well as airport information.
The Guest Services Division also manages the following:
- Infoline (public email and phone for questions, complaints and comments)
- Guest Service Training
- Guest Satisfaction Surveys
- LAX Passenger Assistance Program (during peak travel seasons)
- Passenger Entertainment (see policy & application link below)
- Guest Service Promotions