The Port Authority of New York and New Jersey conducted a survey of airline customers coming into JFK International Airport and American Airlines Terminal 8 walked away with the awards.
According to American Airlines spokesperson Ned Raynolds, JFK’s Terminal 8 was recognized as “having the friendliest terminal and providing the best international arrival experience in its Customer Care Awards for 2009.”
“In winning the friendliest terminal award, American’s Terminal 8 was rated by customers across the entire experience from the check-in to the gate from the experience in the FIS facility (Federal Inspection Services) to baggage claim including the airline’s staff, TSA (Transportation Security Administration), and CBP (Customs and Border Protection),” Raynolds said.
“The Port Authority recognized the American Airlines team for its hard work and commitment to both arriving and departing passengers and for creating a friendly environment for the customers of Terminal 8,” he continued.
Of passengers polled by the Port Authority at the terminal, 74 percent said they were “highly satisfied” with the courtesy of all staff who work in the terminal. This is “significantly above” the 55 percent benchmark for service, according to Raynolds.
“Our JFK team is totally focused on our customers and dedicated to making their experience at Terminal 8 an excellent one,” said Mark Najarian, Managing Director for American at JFK Airport. “We are gratified that the Port Authority found that our staff’s commitment was borne out in by our customers’ high satisfaction levels,” he added.
The winning ways extended to the government presence at Terminal 8 as well. For the second consecutive year, the Customer Care Award for Best International Arrival Experience was presented to Customs and Border Protection officers at the facility.
Of the seven FIS facilities at JFK and Newark Liberty airports, the CBP staff at Terminal 8 was recognized for its extraordinary high level of customer satisfaction – with 87 percent of the passengers being satisfied with their arrivals experience in Terminal 8.