MASSPORT: Logan Airport: Airport Ambassador Program

Airport Ambassador Program

Logan International Airport can be a confusing place for many of its customers. Each and every day, they depend on our employees to quickly, competently and courteously answer questions, provide referrals and solve problems.

The Airport Ambassador Program, with its commitment to nonstop customer service, is a program designed to ensure that all airport employees are consistently able to meet and exceed the needs of the traveling public. The three components of the program are training, incentives and promotion. It was developed by the Service Institute and is sponsored by American Express, Holland America Line-Westour, Inc., the Greater Boston Convention & Visitors Bureau, Inc., American Airlines, Harborside Hyatt Conference Center and Hotel, and Massport. Our goal is to fully develop employees' potential to enhance customer service.

Participating employees begin with an intensive program using video, role-play and instruction to learn the importance of making a positive first impression, how to anticipate customer's needs and expectations which will make them experts in relieving stressful situations. Participants, who successfully apply the lessons learned during the training, are eligible for a range of incentive awards. Ongoing promotional campaigns keep Logan employees and customers aware of the importance of customer service.

The Airport Ambassador Program is open to all Logan International Airport employees. The program is highly recommended for employees who have direct customer service responsibilities with travelers and other companies at Logan who are in the customer service business.

For more information and to register please contact:
Massport Human Resources
Phone: (617) 568-3900
Fax: (617) 568-3997

To view a copy of our brochure providing information on how to recognize Logan's Airport Ambassadors for their hard work, please see our publications page.