Boston Logan – Going Above & Beyond
MASSPORT CEO Rich Davey and Assistant Director of Customer Service Brenda Corniel
At Boston Logan International Airport, everything begins with the credo, “Going Above and Beyond.” Whether its new construction projects, new dining and concession options for travelers, or using technology to make it easier to get to and through Logan Airport, “Going Above and Beyond” refers to a continual quest for excellence that is rooted in customer service.
“In everything that we do, we are trying to elevate the customer experience both big and small at Logan, and eventually across all of our properties,” says Rich Davey, CEO of Massport, which runs Logan as well as Worcester Regional Airport, Flynn Cruiseport Boston and several other properties in Massachusetts.
“We’re trying to meet our customers where they’re at, and technology continues to be something our customers are leveraging and utilizing,” says Davey, citing the popular FlyLogan app as an example.
“To me, the virtual assistant is the most clever part of the FlyLogan app. Rather than having a stationary information booth that some airports have, we have the virtual assistant, so you can stop at the booth, call a person on screen to help you, or tap right into the app.”
Davey says “surprising and delighting our passengers” with a variety of activations at Boston Logan is also part of the plan. In February, staff passed out chocolate on Valentine’s Day, and this summer, Logan has hired local musicians to entertain passengers as they wait for their luggage to arrive at Terminals B and C.
The airport capitalizes on Boston’s reputation as a unique city by heralding iconic local restaurants such as Legal Sea Foods, Davio’s, Wahlburgers and Sal’s Pizza, and curating terminal displays on sports, music and innovation that reflect not only the contributions Boston has made to the state but also nationally and globally. The local brand is a perfect companion for national chains such as Chick-fil-A, which is coming to the airport this summer.
“We are particularly focused on getting travelers to the airport and ground transportation is going to be a big focal point of ours. A new garage at Terminal E is going into construction, and we are investing in Logan Express at Framingham and Braintree,” Davey says.
“One thing we’re considering is the Remote Terminal concept. In the future, go to TSA security in Framingham or Braintree, check your bag, then get on a secure bus which drops you off at Logan on the secure side of the airport so you don’t have to go through TSA again. My hope is we’ll pilot something next year to see if folks enjoy it, I think they will. It is another way for us to improve the passenger experience.”
Enjoy articles like this?
Join our mailing list and have the latest sent to your inbox.
