Traveling through LAX and find a dirty toilet? Text LAX4U or 52948 and help is on its way. Demonstrating that Los Angeles International Airport (LAX) is here for you, today Los Angeles World Airports (LAWA) launches its “LAX4U” clean restroom pilot program to get immediate feedback from airport guests. By texting “LAX4U” at (52948), guests can alert the airport of conditions and customer needs, resulting in more immediate response times.
“We’ve heard our guests loud and clear that our restroom facilities are a high priority,” said LAWA Chief Executive Officer Deborah Flint. “Our guest satisfaction survey results have repeatedly shown that restroom cleanliness is amongst the things that are most important to passengers, and this pilot program will help ensure that we are responsive to their needs.”
Signs featuring LAWA custodians are posted in eight restrooms in Terminal 4 on the Upper/Departures level and Lower/Arrivals level. Guests are encouraged to text “LAX4U” along with a number to identify the restroom location or use the QR code on the signs. The text messages go directly to Facilities Maintenance Representatives in the Airport Response and Coordination Center (ARCC) for appropriate action and the guest receives immediate acknowledgement and appreciation for the feedback.
“Our custodians take a tremendous amount of pride in their work and we’re pleased to showcase them as part of this new initiative,” said Dave Shuter, LAWA deputy executive director of facilities, maintenance and utilities. “With nearly 81 million passengers coming through our airport, it requires the team of custodians, ARCC and facilities staff to work around the clock to ensure that our airport is ready for our guests. The customer feedback will help us improve the overall guest experience.”
The LAX4U pilot program is part of an airport-wide initiative to make guest visits efficient, hospitable and memorable by transforming the end-to-end journey. The goal is to increase guest satisfaction and optimize the LAX experience with exceptional people, services, innovation/technology, modern and cleaner facilities, and improved efficiencies through increased throughput, decreased wait times, better signage, and streamlined processes.