Press Release Article


Date: May 26, 2005
Press Release Number: 66-2005

$6 Million Program Designed to Enhance Existing Customer Service Programs at Agency Facilities

The Port Authority of New York and New Jersey today launched a major customer service campaign designed to enhance the level of customer service the agency now provides to patrons who use its airports, bus terminal and PATH facilities.

The $6 million program includes providing additional customer service representatives, while also implementing technology-related initiatives to provide real-time information at Port Authority facilities.

The enhanced program will expand the agency’s commitment to the public, which now includes customer service representatives, restroom attendants, ground transportation counters, real-time traffic information at the George Washington Bridge and vehicle assistance in airport parking lots. The agency also has programs in place to respond to customer e-mails and letters, and telephone information lines that provide information.

New York Governor George E. Pataki said, “Each year, more than 450 million people use the Port Authority’s airports, tunnels, bridges, bus stations and PATH system in their daily travels. This new customer service campaign will help make sure that we are providing the best possible service to millions of travelers who use Port Authority facilities. We hope that this new program will make for more comfortable and convenient traveling.”

Acting New Jersey Governor Richard J. Codey said, “Tens of thousands of New Jersey residents rely on Newark Airport, PATH and the bus terminal each day. By providing more staff who can address their questions and concerns, I am confident that they will have a much more enjoyable travel experience.”

Port Authority Chairman Anthony R. Coscia said, “Keeping our customers happy, satisfied and secure must be a long-term top priority for this agency, which oversees some of the most high-profile transportation facilities in the world. When our customers told us we could do a better job, we listened and took action. Nearly 50 new representatives soon will be available to assist customers at our airports and PATH stations, patrons will see cleaner facilities and restrooms, and travelers will have more real-time information to plan their trips better.”

Port Authority Vice Chairman Charles A. Gargano said, “The New York airports and the Port Authority Bus Terminal are prime gateways for travelers from around the country and the world. For some of them, it is their first time in New York, and we need to make them feel welcome. By upgrading the information we provide, and by making more people available to answer their questions, we will help make their experience here a more pleasant one.”

Port Authority Executive Director Kenneth J. Ringler Jr. said, “Our customers are the backbone of our business, and we need to do whatever we can to serve them better. We value their opinions, and welcome their ideas on how we can improve our facilities. Our staff continually looks for ways to better serve our patrons, and this program will enhance these efforts.”

Components of the enhanced customer service program are:

  • Brand all customer service representatives under the iHelp program, under which all staff that have direct contact with customers will have standard uniforms and training.

  • Installation of a permanent GPS bus tracking system at Newark Liberty International Airport and a pilot program using NJ Transit buses at the Port Authority Bus Terminal that will provide customers with real-time information on the location of their bus.

  • An increase of 27 customer service representatives at the Port Authority’s airports, and 22 more representatives at PATH.

  • Installation of customer interactive information kiosks at the Port Authority Bus Terminal.

  • An enhanced restroom-cleaning program at the Port Authority Bus Terminal, the Port Authority airports and PATH.

In addition to this $6 million program, a visual paging and public address system was recently installed at the Port Authority Bus Terminal.

The Port Authority of New York and New Jersey operates many of the busiest and most important transportation links in the region. They include John F. Kennedy International, Newark Liberty International, LaGuardia and Teterboro airports; AirTrain JFK and AirTrain Newark; the George Washington Bridge and Bus Station; the Lincoln and Holland tunnels; the three bridges between Staten Island and New Jersey; the PATH (Port Authority Trans-Hudson) rapid-transit rail system; the Port Authority-Downtown Manhattan Heliport; Port Newark; the Elizabeth-Port Authority Marine Terminal; the Howland Hook Marine Terminal on Staten Island; the Brooklyn Piers/Red Hook Container Terminal; and the Port Authority Bus Terminal in midtown Manhattan. The agency also owns the 16-acre World Trade Center site in Lower Manhattan.

The Port Authority is financially self-supporting and receives no tax revenue from either state.

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