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.

MAY 2016, In This Issue
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Wings for Autism ┬« is coming back to Baton Rouge Metropolitan Airport!
 
The Arc Baton Rouge, Baton Rouge Metropolitan Airport and Envoy Air/Express Jet/American Airlines are teaming up for another Wings for Autism event on May 14, 2016.  Check in is at 8:30 am.  Please join us for the fun!

What is Wings for Autism?

Wings for Autism is an airport "rehearsal" specially designed for individuals with autism spectrum disorders, their families and aviation professionals. Originated by the Charles River Center, a local chapter of The Arc, Wings for Autism is designed to alleviate some of the stress that families who have a child with autism experience when traveling by air. The program provides families with the opportunity to practice entering the airport, obtain boarding passes, go through security and board a plane. Wings for Autism also gives airport, airline, Transportation Security Administration professionals and other personnel the opportunity to observe, interact and deliver their services in a structured, learning environment. This experience is equally useful for families that have a member with other intellectual or developmental disabilities that are concerned about the ability of their family member to travel. The Arc's Wings for Autism┬« is sponsored in part by The Doug Flutie, Jr. Foundation for Autism, Inc. The goal of the Flutie Foundation is to help families affected by autism to live life to the fullest. Through programs and partnerships the foundation helps people with autism get access to care; lead more active lifestyles; and grow toward adult independence. 

To register as a participant for this event, please click here.
To register as a volunteer for this event, please click here.

If you are traveling into Baton Rouge from out of town and would like a discounted rate on your hotel stay, please click here to book your room!
 
If you have questions about the registration form, please contact Phuong Nguyen at  Nguyen@TheArc.org or call 202.600.3483.

If you have questions about the event, please contact Susanne Romig at sromig@arcbatonrouge.org or call (225) 927-0855.
International Astronomy Day

Highland Road Park Observatory will be the site of the 10th Annual International Astronomy Day (IAD).  The event will be held May 14, 3 pm - 11 pm.
 
The Baton Rouge Metro Airport will be present along with the Baton Rouge Amateur Radio Club, the Baton Rouge Gem and Mineral Society, the Bluebonnet Swamp Nature Center, the Civil Air Patrol, The East Baton Rouge Library.
 
There will be viewing (weather permitting) of the Sun, the Moon, Mars, Jupiter, Saturn and Omega Centauri.  Also, this will be the third year that the IAD event will host multiple robots from local U.S. First Robotics high school teams!  There will be a dry slide and spacewalk for the kids as well as a bonus ride.  The hugely popular Adventure Quest will return.  There will be raffle drawings for prizes totaling over $700. Free and open to everyone. 

BTR Sponsors The Magical Mystery Tour
Baton Rouge Symphony's LSU Rural Life Museum Music Series





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