For Immediate Release
July 1, 2020
LAX Public Relations
This new innovation is one more way that Los Angeles World Airports is ensuring that guests can Travel Safely at LAX
(Los Angeles, CA) Guests at Los Angeles International Airport (LAX) now have access to Guest Experience Members (GEMs) via a two-way video monitor that is part of a pilot program to bring virtual help to the airport's information booths.
The Virtual Assistance pilot program, which is now available in Terminal 2, allows airport guests to have real-time conversations with a customer service professional over a touch-free tablet system installed at the information booths. Virtual assistance is one of many innovations deployed to help guests travel safely at LAX.
"Los Angeles World Airports (LAWA) is committed to being an international leader in creating a safe, healthy and clean airport experience, which includes creating a touchless and contactless environment wherever possible," said Justin Erbacci, Chief Executive Officer, LAWA. "Our Virtual Assistance pilot program is just one more way that we are using innovative technologies to maintain a world-class level of service while still keeping travelers safe."
As guests approach the information booth located on Lower/Arrivals level, they will find a tablet connected to a GEM waiting to help them from a remote location. GEMs are available to answer questions between 7 a.m. and 10:30 p.m. daily. The live video feed means guests can simply walk up to a tablet and begin a conversation as needed.
Some of the services offered by GEMs include help with directions, ground transportation, shopping and dining recommendations and more. If guests require immediate attention from medical or law enforcement personnel, the GEM can request their presence on the guest’s behalf. Should a guest require translation assistance in a foreign language, the GEM will contact LAX's translation service.
The Virtual Assistance pilot project uses equipment already owned by the airport, and will continue through the end of the year.
The Virtual Assistance program is part of LAWA's ongoing efforts to help guests travel safely through LAX with the help of updated best practices and newly installed equipment. More information can be found at https://www.flylax.com/travelsafely. Click here to watch a video of the new Virtual Assistance in action.
LAX, the third-busiest airport in the world and second busiest in the United States in 2019, is in the midst of a $14.3-billion capital improvement program that will touch on all nine passenger terminals and build new facilities, including an Automated People Mover (APM) train, Consolidated Rent-A-Car (ConRAC) facility and a 12- to 15-gate Midfield Satellite Concourse (MSC) addition to the Tom Bradley International Terminal.
In 2019, LAX served nearly 88.1 million passengers and offered an average of 700 daily nonstop flights to 113 destinations in the U.S. and 1,200 weekly nonstop flights to 91 markets in 46 countries on 72 commercial airlines.
LAX generates 620,600 jobs in Southern California, with labor income of $37.3 billion and economic output (business revenues) of more than $126.6 billion, according to an economic study based on 2014 operations. 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 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 (LAWA), a proprietary department of the City of Los Angeles that receives no funding from the City's general fund.
LAWA is leading the aviation industry in sustainability practices, with initiatives related to water management, energy (electricity) management, air quality, recycling and natural resources management. In 2019, LAX received Level III ACI Airport Carbon Accreditation from Airport Councils International-Europe.
LAWA is also a leader in inclusivity, operating eight programs that provide opportunities for business enterprises including local, small, minority-owned, veteran-owned and disadvantaged firms, and working together with community partners to offer the HireLAX Apprenticeship Readiness Program, which targets local workers to make them ready for rewarding careers in the construction trades, and the Build LAX Academy, designed to prepare small contracting businesses for success when working on projects at LAX.
LAX was named a top-10 U.S. airport by SKYTRAX in 2018, and was honored as the "Most Innovative Airport for Passenger Experience" in 2019 by the American Association of Airport Executives. LAX is the second-most popular airport in the world to appear on Instagram, according to wego.com. Other recent honors have included selection as the No. 9 Best Airport (Wall Street Journal); No. 7 Best On-Time Performance for a Mega-Hub Airport (OAG); one of "The World's Best Airports for Business Travelers" (GlobeHunters); Public-Private Partnership of the Year (P3 Bulletin); Urth Caffe, Best Airport Coffee Concession of the Year (Global FAB Awards); Innovation of the Year, Consolidated Rent-A-Car Facility (ARTBA); Best Project, United Airlines Terminal 7 and 8 Redevelopment Program (Engineering News Record California); North American Public-Private Partnership Deal of the Year (IJ Global); and Innovative Transportation Solution of the Year, Automated People Mover (WTS LA).
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