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case study

Los Angeles World Airports (LAX)

 
 

Los Angeles World Airports manages LAX, the 3rd most heavily trafficked airport in the United States with approximately 75 million passengers each year.  In the past 5 years, LAWA has embarked on a number of large terminal renovations, and projects to increase passenger connectivity to a new consolidated Rent-A-Car facility, and to the Los Angeles Metro rail line.  Amidst these changes, LAX has launched a new brand campaign to create exceptional guest experiences.  As part of this effort, LAX wanted to understand how customers experience the airport so they can deliver on customer expectations.  LAX contracted the team made up of Unison Consulting and Maroon Society to carry out this large-scale customer experience survey.  

Insights

  • The project is underway with insights to be revealed Spring 2017. 
  • We are proud to have worked with LAX on a variety of projects since 2011.  At the conclusion of this project, Maroon Society will have conducted over 46,000 in-person passenger surveys for LAX.