Customer Care Connection

Welcome From Diane Papaianni, General Manager, Newark Liberty International Airport

2016-06-20 Diane Papainni

Hello and welcome to our airport’s Customer Care Connection. Below you’ll find details about the Port Authority’s enhanced customer service program that provides you with the best amenities and services possible. Customer service is a hallmark here at Newark Liberty International Airport, where we serve about 40 million annual passengers and offer nonstop air service to more than 165 destinations aboard dozens of carriers. As a valued airport customer, you’re responsible for Newark Liberty’s enormous economic impact: about 179,000 jobs, $9.2 billion in annual wages, and $25.3 billion in annual sales. We appreciate your business, and we’re committed to making your airport experience pleasant, efficient, and enjoyable.


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The Port Authority's Customer Care Program

At the Port Authority’s airports, the customer comes first. We take great care to provide our 128 million-plus annual air travelers with the best services possible.


Great service begins with our red-jacketed Customer Care Representatives (CCRs), who can answer just about any customer question and provide one-on-one personalized service for thousands of travelers every day. With more than 300 CCRs mobilized across the Port Authority’s airport system, we’re prepared to assist travelers throughout the airports: at our state-of-the-art Welcome Centers, federal inspection facilities, and other locations customers may need help.

Other customer care services and initiatives include:

  • Welcome Centers in every terminal, staffed by CCRs and offering extensive information about ground transportation, hotels and tourist points of interest
  • Hundreds of power poles and charging stations throughout the airports, many featuring USB ports, to allow customers to recharge portable electronic devices at no cost
  • 30 minutes of free wifi for all customers
  • New seating
  • A “mystery shopping” program to monitor and evaluate airport employees’ performances in order to provide the Port Authority with analysis to make targeted improvements in services
  • Pre- and post-security service animal relief areas
  • Kiosks that provide clean, comfortable and secure areas for use by nursing mothers
  • Anti-hustling campaign to assist arriving passengers and targeting illegal rides and drivers
  • Customer Care Avatar — A computerized, hologram-like CCR that provides automated airport information to millions of travelers in the Terminal B arrivals area
  • Expansion of the agency’s award-winning airport signage program
  • Expansion of the Port Authority Customer Care Training program to emphasize attitude, appearance, awareness and knowledge for airport employees

Spotlight On Service: Service Animal Relief Areas

Passenger terminals in the Port Authority’s airport system offer service animal relief areas for those individuals with service animals or those traveling with pets. The areas can be found both before and after security checkpoints at each airport. All service animal relief areas are ADA accessible. The areas also are equipped with animal-care supplies. All relief areas are delineated by ADA compliant signage. Wayfinding leading to the areas can be found throughout our passenger terminals.

A U.S. Department of Transportation mandate that became effective August 4, 2016, required terminals that served more than 10,000 daily passengers to feature a post-security relief area. In some circumstances, post-security relief areas cannot be installed due to security concerns. For those passengers traveling through a terminal without a post-security relief area, accommodations will be made for them to access the relief areas located prior to the security checkpoint. Please see a red-jacketed Customer Care Representative for more information.

Reward and Recognition Program

Every quarter, the Port Authority recognizes airport employees who go above and beyond their normal duties to assist our customers (Port Authority employees are ineligible). We also hold an annual awards ceremony.
If our 128 million-plus airport customers represented a country’s population, it would be the 11th most-populated nation in the world. With that many people, emergencies big and small are always bound to occur, and when they do, the people employed throughout the Port Authority’s airport system are there to meet the challenge.
Over the years, hundreds of travelers have lauded employees at our airports for providing assistance in nearly every situation imaginable. These employees, who represent airlines, concessions, government agencies and other business partners, have come through for customers time and again, whether it was helping someone to make a connecting flight under seemingly impossible deadlines, personally delivering misplaced Christmas presents to a customer’s home, or – on several occasions – performing life-saving CPR or administering defibrillation to stabilize customers until emergency medical help arrived.

We Want To Hear From You!

In 2007, the Port Authority launched a dedicated email address asking customers for their input and feedback to enhance the customer experience and solicit ideas about improving the airports. Since then, hundreds of customers have written, and we’ve responded with a number of initiatives, including more power outlets, additional seating, Welcome Centers, in-terminal entertainment, and much more.

Contact us with your ideas and suggestions by emailing


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