Customer Care Connection

WELCOME FROM MICHAEL MORAN, GENERAL MANAGER, JOHN F. KENNEDY INTERNATIONAL AIRPORT

Mike Moran headshot_June 2014

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. JFK is the nation’s premier aviation gateway, serving more than 50 million annual passengers and offering nonstop service to more than 150 domestic and international destinations aboard nearly 70 airlines. As an airport customer, you’ve made JFK an economic engine for growth, as our airport supports more than 255,000 jobs, $13.4 billion in annual wages, and more than $37.3 billion in annual sales. We appreciate your business, and we’re committed to making your airport experience pleasant, efficient, and enjoyable. Please send us your ideas and suggestions at airportcustomerideas@panynj.gov

THE PORT AUTHORITY’S CUSTOMER CARE PROGRAM

At the Port Authority’s airports, the customer comes first. We take great care to provide our 112 million-plus annual air travelers with the best services possible.

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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, terminal frontages, ticket counters, doorways, AirTrain stations, federal inspection facilities, and anywhere else 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
  • Thousands of new seats
  • Better and easier access to airport and airline information, including a mobile phone app, FlySmart; more flight information monitors; free airport alerts (subscribe at http://www.airportinfoalerts.com/); and “next-arriving-train” monitors at AirTrain JFK and AirTrain Newark stations
  • Cell-phone parking lots at JFK and Newark where customers can park legally and for free while waiting to pick up arriving passengers, who call their rides waiting in the lot when they are ready
  • “Mystery shopper” airport quality assurance teams to monitor and evaluate vendors and other airport employees in order to provide the Port Authority with analysis to make targeted improvements in services
  • Anti-hustling campaign to assist arriving passengers and targeting illegal rides and drivers
  • Customer Care Avatars — computerized, hologram-like CCRs that provide automated airport information to millions of travelers in arrivals areas at JFK, Newark Liberty and LaGuardia airports
  • 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: FREE WI-FI COMING TO OUR AIRPORTS

Every year, the Port Authority conducts a comprehensive survey of its customers at John F. Kennedy International, Newark Liberty International, LaGuardia, Stewart International, and Atlantic City International airports. We question more than 10,000 customers on a host of topics, and we use the results to inform the initiatives we undertake.

One of the top desires of Port Authority airport travelers has been access to complimentary Wi-Fi service. Following approval in June 2014 by the Port Authority’s Board of Commissioners of a new arrangement with our service provider, the Port Authority’s airports are set to offer access to limited free Wi-Fi at the terminals this fall.

Under a modified agreement with Boingo, the firm will upgrade existing wireless technology at the Port Authority's airports to enhance service, with free Wi-Fi service offered this fall upon completion of those technology improvements. Users may purchase additional access in daily or monthly increments following 30-minute free sessions.

“The Port Authority has put renewed emphasis on customer service and bringing free Wi-Fi to JFK, Newark Liberty, LaGuardia and Stewart has been a top priority,” said Port Authority Executive Director Pat Foye. “We’ve worked hard with Boingo to make changes that will significantly improve our customers’ experience at our airports.”

“Today’s announcement is further proof of the Port Authority’s unwavering commitment in recent years to improve air passengers’ experiences at our airports,” said Port Authority Deputy Executive Director Deb Gramiccioni. “We are focused on the myriad investments and amenities that will truly make our airports 21st century world-class operations.”

Boingo’s subsidiary, New York Telecom Partners LLC, will install, operate and maintain the expanded Wi-Fi network that will allow the 30 minutes of free service. New York Telecom will invest an estimated $3.8 million in additional hardware and software that will deliver higher speed Internet and better signal connections for users throughout the terminals at the four airports.

Is there a customer service improvement you’d like to see? We want to know. Please write to us at airportcustomerideas@panynj.gov.         

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.

John F. Kennedy International Airport’s “Above and Beyond” 2013 Honorees
Terminal 4, U.S. Customs and Border Protection Officers Mathew Ward, Shnell Charlery, Louis Sclafani, and Pedro De Los Santos

CBP-AB_Group

On October 29, 2013, at JFK’s Terminal 4, an arriving 71-year-old male passenger collapsed near Booth 40 in the Federal Inspection Services area and appeared to be in grave condition. The CBP officers responded immediately. Officer Ward evaluated the passenger and was unable to detect a pulse, so he retrieved an automated external defibrillator (AED) while Officer Sclafani initiated CPR. Officers Charlery, De Los Santos and Ward applied the AED and shocked the passenger while CPR continued. The passenger was revived during CPR and was transported to Jamaica Hospital where he was evaluated and treated. Doctors at the hospital said the officers’ actions had undoubtedly saved the passenger’s life.

To nominate an airport employee for the program, please click here. Each quarter, we also will award a prize to a random customer who submits an employee name and information about how they provided consistency in service or went above and beyond, so send your nomination today!

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 airportcustomerideas@panynj.gov

 

 



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