The Port Authority announced that the region’s major commercial airports – John F. Kennedy International, Newark Liberty International, and LaGuardia – handled record-setting passenger levels this summer, with 43.9 million passengers served between Memorial Day and Labor Day weekends.
During the summer timeframe, which continued 2019’s monthly pattern of record-breaking passenger growth, JFK handled a record 20.4 million passengers and EWR handled a record 14 million passengers. LGA served a record 9.4 million passengers during the 14-week period – including eight of the twelve busiest days in the airport’s history – between Memorial Day weekend and Labor Day weekend.
In addition to handling the record number of passengers who traveled through the agency’s airports this summer, the Port Authority has pursued sweeping initiatives focused on improving customer experience. These initiatives include:
Because of that focus, John F. Kennedy International, Newark Liberty International and LaGuardia airports were accredited by Airports Council International (ACI), the global airport association, for the breadth of their customer experiences initiatives. Along with San Antonio International Airport and San Francisco International Airport, the Port Authority’s airports are three of only five U.S. airports to receive the ACI accreditation.
“The airport customer experience initiatives underscore our commitment to enhancing the travel experience for all Port Authority customers, whether it’s better amenities and digital innovation at our airports, or more customer-friendly services at our bridges, tunnels and PATH,” said Port Authority Chairman Kevin O’Toole. “Our facilities are focused on achieving these improvements while handling record passenger levels and advancing major redevelopment projects at our airports. These combined ambitions are a testament to the hard-working employees of the Port Authority and our private-sector partners.”
“Our airports serve a wide range of passengers with high expectations of what a 21st century airport experience should be,” said Executive Director Rick Cotton. “As we advance a $30 billion investment program to rebuild our legacy airports to meet 21st century standards, we are totally committed in parallel to move up the curve to provide best-in-class customer experience. While we have a long way to go, we are starting to see the green shoots of early progress in improving customer experience.”
ACI’s Airport Customer Experience Accreditation framework was developed to recognize and promote service excellence through a common definition of customer experience management.
Separately, Ookla, an independent company that rates Internet connectivity speed and performance, released its rankings of the fastest airport Wi-Fi speeds, noting dramatically improved download speeds – up to 178 percent faster than last year – at each of the region’s major airports. JFK, EWR, and LGA each ranked in the top 30 airports in the U.S and Canada for fast Wi-Fi with LGA coming in 13th.
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