Can LAX improve customer satisfaction among ambitious renovations?

In a recent passenger satisfaction study from J.D. Power, Los Angeles International Airport was second-to-last among 19 mega North American airports.

As reported by City News Service, the news came as several modernization projects have been developed, including a new terminal, eatery and high-end store construction. These are all part of Los Angeles World Airports, or LAWA’s $14-billion upgrade to LAX, the largest public works project in California history.

LAWA’s ambitious Landside Access Modernization Program to make these changes also features roadway improvements to relieve traffic congestion, an Automated People Mover to connect three on-airport stations to transit services and a Consolidated Rent-A-Car facility.

With these ambitious improvements, customer dissatisfaction has become a challenge for airports. But LAWA representatives have also said it’s investing in a performance management program to improve guest experiences. The renovations are projected to last through 2023.


Mark Waier, director of communications for LAX’s Landside Access Modernization Program