02/08/2021 03:19 PM

Feb. 8, 2021
LAWA Public Relations
(424) 646-5260
LAX Travel Ambassadors provide face coverings for airport guests in select terminals.

(Los Angeles, CA) Airports Council International (ACI) World today announced that Los Angeles International Airport (LAX) has received the airport trade organization’s “2020 Voice of the Customer” recognition, celebrating LAX’s efforts to prioritize airport guests and ensure that passenger voices continue to be heard during the COVID-19 pandemic.


“Even as we face the unprecedented impacts brought on by the global pandemic, Los Angeles World Airports continues to maintain a steadfast focus on the health, safety and comfort of our guests,” said Justin Erbacci, Chief Executive Officer, LAWA. “We have created the safest possible facilities using innovative new technologies, physical changes and new processes and policies. As we accelerate our work to create a seamless, digital experience for those who fly, we will continue to listen to our guests and apply their feedback into our plans and operations, to ensure a gold-standard experience from curb to gate.”


The Voice of the Customer initiative recognizes global airports that have taken steps to gather passengers' feedback through ACI's Airport Service Quality program, and work to better understand and respond to passenger feedback – especially during the COVID-19 pandemic.


LAX has long been on the forefront of exploring and applying new technologies that help guests have seamless, efficient and safe travel experiences. While that work has been ongoing for years, the 2020 pandemic spurred LAX to accelerate these investments and innovations. Pilot programs over the past year have included testing virtual customer assistance via two-way video screens in the terminals, which served nearly 5,000 guests last year, and providing travelers with access to personal protective equipment vending machines for easy access to face coverings, hand sanitizer and other travel essentials.


The airport also launched a first-of-its-kind on-site rapid COVID-19 test laboratory, which has processed nearly 30,000 tests since its launch last winter. And, now offers airport guests east access to online food and drink ordering from seven LAX terminals. The mobile ordering service offers touchless ordering, payment and pick-up.


The airport also launched its LAX Travel Safely Ambassadors, who greet people inside the terminals and provide a required face mask to those who need one.


LAWA continues in 2021 to update policies, procedures and physical spaces to ensure a clean, safe and healthy journey through LAX. To more about these and other steps the airport is taking as part of the new airport experience, please visit

About Los Angeles International Airport (LAX)

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 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.  



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