Guest Experience

LAX iCARE Learning Hub

Welcome to the LAX iCARE Learning Hub! This learning portal was created for LAX employees to ensure they have all resources at their fingertips to continually provide LAXceptional Xperiences.

What is an LAXceptional Xperience?

As often the first and last impression of the City of Los Angeles, “LAXceptional Xperience” is a commitment to provide an exceptional level of service to all of our guests who travel through LAX. Our vision leads us to our commitment to our guests with the creation of the brand statement above, created by a cross-section of employees across LAX. It’s the “promise” that we keep in mind for everything we do at the airport. It’s what we want our guests to experience each and every time they come through LAX regardless of who is responsible for that service.

What is iCARE?

To improve guest satisfaction and to propel our airport in rankings, LAX team members uphold the brand statement and demonstrate a hospitable and caring attitude with these iCARE LAX behaviors which were designed by a cross-section of airport-wide employees.

To keep the momentum going, a Gold Star rewards program was created in which any employee at the airport can be recognized by a colleague or guest for providing exceptional service. You can recognize a GOLD STAR employee by visiting!

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