Guest Experience

In anticipation of the June 30 training deadline, there are now several options for you to complete your team's iCARE training!   

 

Computer Based Training (CBT)

The CBT training is self-paced and is approximately 30 minutes long if taken in one sitting.

https://icare.bssnet.com

 

 

Classes Taught by Divisional Certified Trainers 

These are classes taught by certified trainers within each respective division or department. There are currently 170 certified iCARE trainers who are working diligently to share the iCARE standards throughout the airport. To inquire if your division/department has a certified trainer, please contact guestexperienceteam@lawa.org. If you are a certified iCARE trainer and need current materials for your training classes, they can be found in the below links:   

 

Chunked Learning Modules
This format enables the iCARE program to be shared in 10-minute segments at staff meetings, shift briefings, etc.


Classroom Training
These are one-hour classes taught by trainers in a classroom/group setting. For upcoming classes, please click here.

 

Construction Hot Topics and Updates 

 

 

ASQ Survey Results

Thank you for your interest in the Airports Council International Airport Service Quality (ACI ASQ) survey results. The ASQ is a passenger service benchmarking program that conducts surveys at approximately 300 airports in 80 countries, including LAX. Thank you for reviewing the results to track your progress as we work together to move the guest experience needle at LAX. For questions about LAX’s participation in the ASQ, please email guestexperienceteam@lawa.org and indicate "LAX ASQ Participation" in the subject line.

 

 

 

Partners Council Meetings

 

 

Mystery Shops

The purpose of Mystery Shops is to assess and monitor where LAX stands in regards to the quality of guest service that we are providing as part of the new culture and iCARE standards being implemented across the LAX community.

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