Baton Rouge Metropolitan Airport Launches Airport Ambassador Program
New customer service initiative focused on delivering best-in-class experience for travelers
The Baton Rouge Metropolitan Airport (BTR) has launched an Airport Ambassador Program designed to make the travel experience through BTR as seamless and pleasant as possible. The program, which has been operating as a pilot effort over the past month, is now fully operational and dedicated to providing real-time assistance, information and in-person support to travelers, particularly during peak travel times.
"When travelers fly BTR, they expect a hassle-free experience and access to real-time information when and where they need it," said Anthony Marino, BTR's Director of Aviation. "Through our Airport Ambassador Program, we're doing our part to make sure that customer' interactions with BTR services are both efficient and enjoyable, while facilitating resolutions in areas of the travel experience that may fall outside our direct control but are still critical components to overall customer satisfaction. This program is meant to be a 'boots on the ground' way to respond to travelers' needs, proactively and in real-time - not to mention that it's a great way to show off our Southern hospitality to all those visiting Baton Rouge."
The primary role of these airport ambassadors - college-level interns who are easily identifiable to travelers by their blue blazers - is to serve as a visible, onsite presence at key areas throughout the terminal, responding to traveler inquiries, providing directions and airport information, and proactively offering assistance to travelers regarding their travel needs. In addition, ambassadors will assist with BTR's public and community relations efforts, including social media, to ensure the airport is both responsive and proactive in engaging with travelers, stakeholders, and the Baton Rouge community as a whole.
The launch of the Airport Ambassador Program is intended to demonstrate to travelers the airport's commitment to not only working to connect travelers with resources under the airport's purview, but also stepping into those situations where it may not have direct control and serve as an advocate for customers with partner tenants. The latter of these measures is critically important to proactively overcoming one of the most significant challenges associated with customer service in the aviation industry in that passenger experiences with airlines, rental cars, concessions, and other tenants tend to be associated with the airport itself, despite each of these services being independently managed, staffed, and operated. Regardless, through programs like the Airport Ambassador Program and other customer service initiatives, the airport is dedicated to an overarching focus on strong customer service and a high-quality travel experience for all passengers and through interactions with all services provided at the airport.
In 2015, BTR commissioned an economic and community impact study performed by Baton Rouge-based management and strategy consulting firm Emergent Method. The results of this study outlined the significant economic role the airport and its operations serve for the Baton Rouge community, supporting more than $1.1 billion in annual economic activity and more than 4,500 direct and indirect jobs. Additionally, Emergent Method identified a number of opportunities for the airport to build upon that already substantial impact, including continuing to grow its brand as a pleasant and efficient airport for Baton Rouge area travelers to utilize. In particular, these findings identified the business traveler demographic as one that represents the greatest opportunity to increase traveler utilization of, and thus the economic role served by, the airport. The launch of the BTR Airport Ambassador Program is a direct result of these recommendations.
About Baton Rouge Metropolitan Airport:
The Baton Rouge Metropolitan Airport is the second largest airport in Louisiana based on passenger volume, with nearly 800,000 annual passengers and total passenger volume for the 1st quarter of 2016 up 2.4% at 173,880 passengers. The airport is served by the major network airlines with hub flights that provide access to destinations worldwide.
The Airport operates as an Enterprise Fund, generating its own revenues for operations and receiving no local tax funds.