Several airports, including JFK, Lost Angeles, Miami and Phoenix, are increasing training for employees who interact with travelers. Cheap fares and great discount travel packages often are overshadowed in passengers minds by poor experiences at the airport.
The common theme of these customer service training programs is to encourage employees to listen to passengers needs, and be creative and determined in finding ways to resolve customer problems regardless of the employees official job duties.
This training is usually mandatory for people employed by the airport but is also often being offered to airline agents, security checkpoint personnel, and food/retail clerks to improve travelers airport experiences. Employees are being encouraged not to tell travelers that it is not their fault and instead to think of traveler problems as their own.
When faced with traveler issues, employees are being encouraged to adapt, engage, and approach each situation proactively with optimism. If these practices are really embraced and carried out by airport personnel, fliers travel experiences will improve markedly.