At PDX, we strive to make every passenger experience, roadway to runway, the best it can be. With approximately 10,000 employees and more than 80 different businesses making up our airport, we work together to ensure customer service is a top priority and an integral part of our culture.
Our Make the Connection, Our Customers and You program provides PDX managers and employees with the tools they need to be committed to our passengers, have a positive and caring attitude, be responsible for passenger experiences, and have high expectations of one another.
The program aims to establish and communicate expectations, provide training and education for airport employees, and offer a recognition program that rewards those who go above and beyond the call of duty.
Our concessions partners donate prizes each year that are used as part of our Scratch & Win program. 1,500 tickets are awarded by managers at PDX each year when an employee is “caught in the act” of providing great service. Every ticket is a winner and entitles the recipient to one of many fun prizes.
Every month, approximately 600 passengers are given special recognition tickets that they, in turn, are asked to present to any employee who impresses them with outstanding customer service. Every employee who receives a ticket is recognized airport-wide, and 10 winners are selected in a raffle drawing to receive a special gift bag with a gift card of their choice.
Quarterly awards are presented to PDX’s top employees who exceed expectations for customer service within a three-month period. Recipients receive a framed award, a special gift bag containing a gift card of their choice, a personalized poster, airport-wide recognition and an invitation to one of PDX’s quarterly luncheons.
Every year, PDX celebrates nearly 140 customer service superstars at our annual banquet. This off-site dinner event gathers all of the companies that do business at PDX under one roof to commemorate the year’s successes and honor the best of the best customer courtesy providers at the airport.