Changing planes in Phoenix? This airport "connects" extraordinarily well with customers
Although I've done my fair share of international travel and enjoy looking for the best-of-the-best in travel, or those with Jetiquette, I feel the US is a large enough area to focus on for now. In fact, the US is getting quite a reputation for poor service when it comes to our airports and airlines and, in this time of change, we should add changing the US travel experience to our list of national to-dos. In addition to many complaint messages (keep them coming), I've also received many letters regarding airports that are flying above the crowd and creating pleasant experiences for those travelers who pass through their concourses.Phoenix Sky Harbour International Airport (PHX) is one airport that has made the customer
experience a top priority. Of course safety and security top their list, but they recognize that the customer experience relies on how things are done and in the end how the customer is made to feel. For years PHX has been referred to as "America's Friendliest Airport" by its customers. The airport has taken this honor to heart and trademarked this nickname; making it a true part of its identity and that of the over 30,000 people who work at PHX. Employees of the airport and its many tenants including the airlines that serve PHX have all become ambassadors of the airport and play a role in promoting and maintaining the spirit that makes flying through PHX something out of the ordinary. The FLY (Friendly Let me help You) Program has helped to bring employees and customers together in a very special way at PHX; creating many inspiring examples of kindness and compassion. In one case, a gift shop employee spent her own money to clothe a little girl who had gotten sick and needed a change of clothing. The young girl's Grandmother did not have enough money with her and the gift shop associate felt compelled to take action. In addition to the clothing, the associate also gave the little girl a stuffed animal. To this special person, "it was all about doing what was right, from one human to another."
experience a top priority. Of course safety and security top their list, but they recognize that the customer experience relies on how things are done and in the end how the customer is made to feel. For years PHX has been referred to as "America's Friendliest Airport" by its customers. The airport has taken this honor to heart and trademarked this nickname; making it a true part of its identity and that of the over 30,000 people who work at PHX. Employees of the airport and its many tenants including the airlines that serve PHX have all become ambassadors of the airport and play a role in promoting and maintaining the spirit that makes flying through PHX something out of the ordinary. The FLY (Friendly Let me help You) Program has helped to bring employees and customers together in a very special way at PHX; creating many inspiring examples of kindness and compassion. In one case, a gift shop employee spent her own money to clothe a little girl who had gotten sick and needed a change of clothing. The young girl's Grandmother did not have enough money with her and the gift shop associate felt compelled to take action. In addition to the clothing, the associate also gave the little girl a stuffed animal. To this special person, "it was all about doing what was right, from one human to another."
PHX has made many improvements to its terminal facilities to make passengers more comfortable. Even furry customers are made to feel welcomed and are invited to relax at the airport's two pet parks; there's the "Bone Yard" and the "Paw Pad" to choose from. The airport has also resisted the temptation to turn every possible convenience into a profit center by choosing instead to offer things like free WiFi to its customers. There are so many more examples of things done by the City of Phoenix to make flying to or through PHX a pleasure, but its people are what make the biggest impression of all!Maybe that's why, of over 5000 passengers surveyed, 94% say that PHX is without a doubt "America's Friendliest Airport!"
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