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Renewed Focus on Customer Service at J.F.K. International Airport
Tuesday, January 29, 2008

By Joe Sharkey
MEMO PAD

AIRPORT EFFORT ON CUSTOMER SERVICE A program to improve airport workers’ customer service skills started last week at Kennedy International Airport and is expected to be expanded nationally under the name Aviation Resiliency Project.

The initial phase of the project — which is being run by the Reclaiming the Sky Institute, a nonprofit group that aims to support aviation workers, along with Fordham University — has about 300 participants at Kennedy. They will receive extra training in “resiliency skills” to better handle passengers distressed over flight delays and cancellations.

Findings of the pilot project will be compiled in March.

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