Airports Council International-North America (ACI-NA) announced the recipients of the 2018 Excellence in Airport Marketing, Communications, and Customer Service Awards on November 15, 2018, at an awards gala during the 2018 Marketing and Communications Conference in Ottawa, ON.  These awards recognize the quality of work, abundance of talent, and creativity within the marketing, communications, and customer service field of the airport industry. This year the contest received more than 300 entries in 20 categories.

Lise D’Andrea, CEO of Customer Service Experts, was honored to accept the Overall Customer Service Program Award on behalf of Los Angeles international Airport.


Customer Service Expert’s CEO, Lise D’Andrea, accepts the Overall Customer Service Program Award on behalf of Los Angeles International Airport from Krista Kealey, VP of Communications and Public Affairs at Ottawa International Airport, and Kevin Burke, President and CEO of of ACI-NA

Lise D’Andrea, President and CEO of Customer Service Experts, and Patty Thompson, Director of Talent and Learning Development

CSE partnered with LAX in 2016 to develop an “LAXceptional  Xperience” – an ambitious airport-wide initiative to transform the guest experience at Los Angeles World Airports.  CSE implemented an innovative and comprehensive employee engagement program to increase guest satisfaction and change the culture of 55,000 badged employees.   Taking a holistic approach, the program includes training, mystery shopping, and a unique rewards and recognition program. With the hard work and dedication of both the CSE and LAX Guest Experience teams, the achievement of the “Overall Customer Service Program Award” demonstrates that LAX has successfully embodied their brand statement:

“At LAX, we strive to make our guest visits efficient, hospitable, and memorable by providing modern, world-class facilities, services and innovation that showcase the ambiance and excitement of Los Angeles and the lifestyle and warmth of sunny Southern California."