Customer Care Connection


Ed Harrison 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. Stewart International Airport is your easy, efficient and economic airport option in the Hudson Valley. One of my primary goals is to advance the Port Authority’s mission to continuing to develop Stewart as a strong regional airport that supports jobs and contributes to the regional economy. To date, the Port Authority has invested more than $50 million in Stewart Airport improvements, and another $180 million in approved investments for new runways, terminal enhancements and police services that are on the way shortly. We appreciate your business, and we’re committed to making your airport experience pleasant, efficient, and enjoyable. Please send your ideas and suggestions to



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.


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 device 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; and “next-arriving-train” monitors at AirTrain JFK and AirTrain Newark stations
  • A cell-phone parking lot at JFK and Newark where people 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


The 2016 New York Air Show is coming to Stewart International Airport (SWF) on September 3-4, headlined by the U.S. Air Force Thunderbirds. The many scheduled performances include:

  • A full showcase of the F/A-18 Hornet’s capabilities by the U.S. Navy
  • A demonstration on how the massive C-17 GlobeMaster III lands effortlessly, conducted by Stewart’s own New York Air National Guard 105th Airlift Wing
  • The West Point Parachute Team, which will jump in the U.S. flag in for the national anthem

If last year was any indication, this year’s show promises to be packed with visitors from throughout the Hudson Valley and beyond.

“In 2015, over 20,000 people came out for the show on each of the two days,” SWF General Manager Ed Harrison said. “It brought in a remarkable $5 million to the local economy, bolstering our beloved Orange County and the Hudson Valley region.”

“The air show didn’t arrive at Stewart by accident,” Harrison added. “We worked closely with the organizers to show them Stewart had the necessary assets and infrastructure to handle the air show, and it was a huge success. We are incredibly excited to see what is in store this year.”

Visit for more information on the performers, to buy tickets, and more.


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 bathroom attendants, 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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