LAX Recognizes Top-Performing Guides and Ambassadors for Using N.I.C.E. Skills to...

LAX Recognizes Top-Performing Guides and Ambassadors for Using N.I.C.E. Skills
to Improve Airport Travel Experience

LOS ANGELES, April 22, 2010 (GLOBE NEWSWIRE) -- Los Angeles World Airports
(LAWA) and Los Angeles International Airport (LAX) area hotels today recognized
seven top-performing LAX Guides and Ambassadors who used N.I.C.E. ("Neutralize
Irritations (during) Customers' Experience") skills to improve travelers'
airport experience as part of "Resilience Edge," a customer service training
program for employees that was launched at LAX.

Two hundred-fifty employees participated in the program that taught them
productivity tools through role-playing around four key resiliency traits --
adaptability, engagement, optimism and pro-action -- to take control of
pressure-packed situations and remain focused on passengers' needs.

Over 90 stories of exemplary customer service to travelers were logged on the
program's website at www.resiliencyedge.com and from those seven winners were
chosen. All of the stories are available at
http://www.reclaimingthesky.com/resiliency/lax/.

Award recipients include: an employee who used her imagination to find a family
with small children with a seven hour layover a stroller at Lost and Found since
airports do not typically sell strollers; an employee who saved a family's
vacation to the "Happiest Place on Earth" by tracking their Disneyland passes
and hotel vouchers at their originating airport in Canada and shipping them to
their hotel in Los Angeles; and an employee who assisted an elderly Vietnamese
woman who could not speak English and needed a wheelchair with her connecting
flight that was located in another terminal.

"Today, we are recognizing those Ambassadors and Guides who have gone
above-and-beyond in providing customer service to travelers that pass through
LAX everyday," said Gina Marie Lindsey, LAWA executive director. "This is an
important step toward an overall goal for LAWA to improve customer service,
particularly as we continue to build new facilities. We need to match the
expectation for world-class facilities with world-class service, and this
training is part of what will get us there."

Resiliency Edge is offered nationally through a partnership between the Human
Resiliency Institute at Fordham University and the American Association of
Airport Executives (AAAE). In 2008, Resiliency Edge was introduced at John F.
Kennedy International Airport (JFK), LaGuardia Airport (LGA), and Newark Liberty
International Airport (EWR). LAX is the first airport on the West Coast to
participate in such training.

For more information about the program and the partnership between AAAE and
Fordham University, please visit: www.humanresiliency.com.

The awards were sponsored by Daniels Bistro + Bar, LAX's newest full-service
restaurant in the Tom Bradley International Terminal and by area hotels:
Radisson, Sheraton Gateway LAX, Holiday Inn, Courtyard by Marriott, Border
Grill, Embassy Suites, Westin, and Paparrazi Restaurant, all supplying awards
through Gateway to LA.

LAX, the sixth busiest airport in the world, offers more than 565 daily flights
to 81 destinations in the U.S. and over 1,000 weekly non-stop flights to 65
international destinations.

The LAX Los Angeles World Airports logo is available at
http://www.globenewswire.com/newsroom/prs/?pkgid=7297

CONTACT: Los Angeles World Airports
Katherine Alvarado
(424) 646-5260