LAX Awarded Best Overall Customer Service Program by Airports Council International - North America

11/28/2018 01:55 PM

LAX recognized for LAXceptional Xperience and Gold Star Rewards programs.

For Immediate Release
November 28, 2018 

LAX Public Relations

[email protected]


(Los Angeles, CA) Los Angeles World Airports (LAWA) is proud to announce that it has received the Airports Council International – North America (ACI-NA) award for Best Overall Customer Service Program in the category of Large Airports for its LAXceptional Xperience program at Los Angeles International Airport (LAX).


This category recognizes excellence in overall approaches to delivering airport customer service.  Eligible entries for this category include new elements to current programs, or new programs developed in the customer service arena that have significantly enhanced the overall passenger experience at the airport.


“At LAX, we are focused on providing a top-tier experience that surprises and delights our guests,” said Barbara Yamamoto, Chief Experience Officer, LAWA. “We are excited that the Airports Council International – North America has recognized our innovative approach to improving service through our LAXceptional Xperience program. Improving overall guest satisfaction is more than just physical and process improvements; it’s the people and service elements that really make the difference.”


The LAXceptional Xperience program includes guest experience staff training, mystery shopping to assess service levels, and the innovative Gold Star Rewards Program. The rewards 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.  Quarterly celebrations highlight exceptional employees, including those who go the “LAXtra Mile” to go above and beyond the normal course of duties, as well as terminal performances based on Airport Service Quality (ASQ) and mystery shop scores. The program was designed in consultation with Customer Service Experts, Inc. and Butterfly Consulting.


Yesterday, LAWA CEO Deborah Flint joined with Chief Experience Officer Barbara Yamamoto to present awards to this quarter’s Gold Star Employees. They included LAWA staff as well as employees who work throughout the airport for concessionaires, airlines or other agencies.


ACI-NA’s Excellence in Airport Marketing, Communications, and Customer Service Awards recognizes the quality of work, abundance of talent, and creativity within the marketing, communications, and customer service field of the airport industry. This year the contest received more than 300 entries in 20 categories.


“Our industry’s ability to tell the dynamic and compelling story of airports is extremely important to helping us advance as an industry,” said ACI-NA President and CEO Kevin M. Burke. “Airports like LAX are going above and beyond in connecting with their passengers and amplifying their message about the airport’s essential role in their local communities. ACI-NA is delighted to applaud the innovative work and the talented individuals who are telling our industry’s story.”

LAWA CEO Deborah Flint recognizes employees during Tuesday's Gold Star Awards program.
LAWA Gold Star Awards before Tuesday's ceremony. Quarterly celebrations highlight exceptional employees, including those who go the “LAXtra Mile” to go above and beyond the normal course of duties, as well as terminal performances based on ASQ and mystery shop scores.  

About Los Angeles International Airport (LAX) 
LAX, the fifth busiest airport in the world and second in the United States, was named in Skytrax’ 2018 top 10 U.S. airports. LAX served more than 84.56 million passengers in 2017 and offers 737 daily nonstop flights to 100 cities in the U.S. and 1,386 weekly nonstop flights to 88 cities in 44 countries on 73 commercial air carriers.  LAX ranks 14th in the world and fifth in the U.S. in air cargo tonnage processed, with more than 2.2 million tons of air cargo valued at over $101.4 billion.  LAX handled 700,362 operations (landings and takeoffs) in 2017. 

An economic study based on 2014 operations reported LAX generated 620,600 jobs in Southern California with labor income of $37.3 billion and economic output (business revenues) of more than $126.6 billion. This activity added $6.2 billion to local and state revenues and $8.7 billion in federal tax revenues.  The study also reported that LAX’s ongoing capital-improvement program creates an additional 121,640 annual jobs with labor income of $7.6 billion and economic output of $20.3 billion, $966 million in state and local taxes, and $1.6 billion in federal tax revenues. 

LAX is also the second most popular airport in the world to appear on Instagram according to LAX is part of a system of two Southern California airports – along with Van Nuys general aviation – that are owned and operated by Los Angeles World Airports, a proprietary department of the City of Los Angeles that receives no funding from the City’s general fund. 

For more information about LAX, please visit or follow on Twitter  @flyLAXAirport, on Facebook at, and on YouTube at Information about LAX’s ongoing multi-billion-dollar LAX Modernization Program, as well as tips and shortcuts to help navigate LAX during construction, are available at   

As a covered entity under Title II of the Americans with Disabilities Act, the City of Los Angeles does not discriminate on the basis of disability and, upon request, will provide reasonable accommodation to ensure equal access to its programs, services, and activities.  Alternative formats in large print, braille, audio, and other forms (if possible) will be provided upon request. 


The Airports Council International-North America (ACI-NA) is the voice of North American airports, representing local, regional and state governing bodies that own and operate commercial airports in the United States and Canada. ACI-NA is the largest of the five worldwide regions of the Airports Council International (ACI). Our members represent more than 300 airports operating in the United States and Canada and nearly 400 aviation-related businesses.


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