"Customer Service a Priority Because of Security Difficulties"

Wednesday, May 22, 2002

Customer Service A Priority Because of Security Difficulties
Airport Security Report


Passenger impatience with security procedures is causing New York
airports to speed up a number of customer service improvements, said
Joanne Paternoster, assistant director for customer service and
standards with PANYNJ's aviation department. 

For the immediate future, the airports will be focused on balancing
security, quality of customer service and costs. To do so, the Port
Authority introduced a customer well-being program to improve location,
quality and the variety of concessions, staff professionalism, and
airport access. The goal is "the right level of service at the right
cost," Paternoster said. 

Passengers can expect common signage for baggage claim and retail
stores, cleaner terminal facilities and better directions for various
services. 

"Customer satisfaction is performance minus expectations," Paternoster
said.


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