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Airport Management

Establishment of Airport Performance Councils, New York/USA

  • The Port Authority of NY/NJ is a public authority which was established to protect and promote trade, transportation and commerce in the region.
  • The Port Authority is responsible for the operation and maintenance of a wide variety of trade and transportation facilities including Newark, LaGuardia, John F. Kennedy and Teterboro Airports, as well as tunnels, bridges, marine terminals, bus terminals and other parts of public transportation.

Project duration

  • Feb 2002 - Feb 2005

Services provided by Lufthansa Consulting
  • Development of a customer service quality master plan
  • Establishment of an airport service performance council
  • Establishment of a reward and recognition program
  • Coordination of customized training courses

Project description

Service quality and customer service improvement are major issues in the airline and airport industries. Success indicators such as revenues, aviation related convenience and customer satisfaction impact the airports’ strategies.

Lufthansa Consulting developed details for this special program to increase airport hospitality and customer well being at the New York and New Jersey airports John F. Kennedy, La Guardia and Newark. The main focus lies on the interaction between passengers and employees. It delivers the greatest potential for a change in the perception of customer service at the airports.

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