There are now several options for you to complete your team's iCARE training!
Computer Based Training (CBT)
The CBT training is self-paced and is approximately 30 minutes long if taken in one sitting.
Classes Taught by Divisional Certified Trainers
These are classes taught by certified trainers within each respective division or department. There are currently 170 certified iCARE trainers who are working diligently to share the iCARE standards throughout the airport. To inquire if your division/department has a certified trainer, please contact guestexperienceteam@lawa.org. If you are a certified iCARE trainer and need current materials for your training classes, they can be found in the below links:
- iCARE PowerPoint (11 MB)
- iCARE Trainers Guide (847 KB)
- LAXceptional Xperience - "I'm glad you came" Video
- iCARE video (Password: LAX)
- The Future of LAX - Automated People Mover
- iCARE Handout (246 KB)
- LAX Modernization Handout (546 KB)
- iCARE Classroom Training Tracking/Sign-in Form (90 KB)
- Feedback Form (280 KB)
Chunked Learning Modules
This format enables the iCARE program to be shared in 10-minute segments at staff meetings, shift briefings, etc.
Classroom Training
These are one-hour classes taught by trainers in a classroom/group setting. For upcoming classes, please click here.
Construction Hot Topics
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- Construction Hot Topics - Week of July 29, 2019 – August 2, 2019
- Construction Hot Topics - Week of July 22, 2019 – July 26, 2019
- Construction Hot Topics - Week of July 15, 2019 – July 19, 2019
- Construction Hot Topics - Week of July 8, 2019 – July 12, 2019
- Construction Hot Topics - Week of July 1, 2019 – July 5, 2019
- Construction Hot Topics - Week of May 27, 2019 – May 31, 2019
- Construction Hot Topics - Week of May 20, 2019 – May 24, 2019
- Construction Hot Topics - Week of May 19, 2019 – May 26, 2019
- Construction Hot Topics - Week of May 13, 2019 – May 17, 2019
- Construction Hot Topics - Week of May 6, 2019 – May 10, 2019
- Construction Hot Topics - Week of April 29, 2019 – May 3, 2019
- Construction Hot Topics - Week of April 22, 2019 – April 26, 2019
- Construction Hot Topics - Week of April 15, 2019 – April 19, 2019
- Construction Hot Topics - Week of April 8, 2019 – April 12, 2019
- Construction Hot Topics - Week of April 1, 2019 – April 5, 2019
Survey Results
ASQ Survey Results
Thank you for your interest in the Airports Council International Airport Service Quality (ACI ASQ) survey results. The ASQ is a passenger service benchmarking program that conducts surveys at approximately 300 airports in 80 countries, including LAX. Thank you for reviewing the results to track your progress as we work together to move the guest experience needle at LAX. For questions about LAX’s participation in the ASQ, please email guestexperienceteam@lawa.org and indicate "LAX ASQ Participation" in the subject line.
- 2024 Q2 LAX – Airport Performance (1 MB)
- 2024 Q2 LAX – Terminal Performance (1.4MB)
- 2024 Q1 LAX – Airport Performance (1 MB)
- 2024 Q1 LAX – Terminal Performance (1.4MB)
- 2023 Q4 LAX – Airport Performance (1 MB)
- 2023 Q4 LAX – Terminal Performance (2 MB)
- 2023 Q3 LAX – Airport Performance (1 MB)
- 2023 Q3 LAX – Terminal Performance (2 MB)
- 2023 Q2 LAX – Airport Performance (1 MB)
- 2023 Q2 LAX – Terminal Performance (2 MB)
- 2023 Q1 LAX – Airport Performance (1 MB)
- 2023 Q1 LAX – Terminal Performance (1 MB)
- 2022 Q4 LAX – Airport Performance (1 MB)
- 2022 Q4 LAX – Terminal Performance (1 MB)
- 2022 Q3 LAX – Airport Performance (1 MB)
- 2022 Q3 LAX – Terminal Performance (1 MB)
Partners Council Meetings
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- Agenda
- Minutes
- Handouts
Innovation Collaboration Forum
- Agenda
- Minutes
- Presentation
Mystery Shops
The purpose of Mystery Shops is to assess and monitor where LAX stands in regards to the quality of guest service that we are providing as part of the new culture and iCARE standards being implemented across the LAX community.
- Convenience Retail
- Enhanced Employee Interaction
- Passenger Journey
- Quick Serve
- Restaurant & Bar
- Security Screening - WTMD/AIT
- Specialty Retail Services