The recognition confirms that Ontario International Airport, a medium-hub, full-service airport serving residents and businesses throughout the Inland Empire region east of Los Angeles, is dedicated to providing a high-quality customer experience at the airport, said Mark Thorpe, chief executive officer of the Ontario International Airport Authority. This is a great accomplishment and helps ranked ONT as being one of the best airports in the country when it comes to customer service and experience!
Level 2 is awarded to airports that have shown a strong understanding of their customer requirements and put mechanisms in place to facilitate improvements in customer experience. That the airport moved from Level 1 Achievements to Level 2 Outcomes sends a clear message that ONT is committed to more than just the basics in improving service to its customers. And this has been through analysis of the data, journey mapping, training at the frontline and a range of operational enhancements in place to deliver best in class customer service across the passenger journey.What Level 2 Accreditation Means for ONTACI’s Airport Customer Experience (ACE) program is a global initiative that provides airports with guidance on turning the vision of a quality customer experience into reality. For ONT, achieving Level 2 represents the airport’s transition from basic passenger service enhancements to making customer experience a part of the airport’s approach, designs and ethos at every level. With this certification, ONT joins an exclusive group of airports around the world who have ingrained customer experience into its organization’s genetic code.
In addition to gaining ACI honors, Ontario International Airport has been commended by J.D. Power which has cited ONT as the best midsize airport in California for passenger satisfaction. This cements ONT as a trailblazer in passenger-focused airport conveniences. Specifically, ONT’s dedication to a seamless journey and stellar customer service is a key attraction for those looking for a hassle-free experience as they travel.Investing in Technology and People for a Seamless ExperienceONT’s journey towards Level 2 accreditation has been driven by continual commitment to technology innovation and customer service excellence. Advanced technology has been used at the airport to improve the passenger experience. Whether its the Airports twist on cutting-edge flight information systems, touchless kiosks, or biometric screening, the gateway has leveraged technology to increase speed, efficiency and enhance the overall travel experience.
Meanwhile, the airport has invested in its employees, training and retraining them to make sure they know and meet passengers’ changing demands. by consistently investing in human resources, ONT’s customer service culture continues to drive the airport’s operation while passengers feel embraced and appreciated.A More Efficient, Stress-Free Travel ExperienceFor ONT travelers, who may be stricken by the lack of aesthetics at many large U.S. airports, customer experience is evident from the moment you enter the terminal. The easy-to-use terminals, organised security checks and clean, pleasant waiting areas all of these ensure a good user experience. ONT has made an effort to keep things calm and user-friendly in a way that makes it distinct from other area airports.
The convenience which ONT provides comes in the form of several specially designed programs and services to ease travel. These range from plentiful parking to convenient ground travel and a variety of food and shopping choices for all palates and wallets. ONT’s overarching commitment to an Intuitive Airport Experience means less time spent in the airport and more to time to concentrate on what really matters.Ontario International Airport’s Strategic Position in Southern CaliforniaSituated over 35 miles east of downtown Los Angeles, ONT offers an easy alternative to other Southern California airports. Situated in the Inland Empire, it is known for its proximity to one of the country’s most action-packed arenas, southern California, therefore San Bernardino hotels are a good choice for those traveling to the region. ONT has strong domestic and international connections, with nonstop commercial flights to 24 major U.S., Mexico, Central American and Taiwanese airports.
As a world-class airport, ONT offers a plethora of choices for air travel with nearly two dozen flights daily, and hundreds of domestic and international flights to and from Ontario. ONT can accommodate the demands of both the business and leisure traveler with its solid infrastructure and unwavering service.Collaboration and Leadership at Ontario International AirportPart of the success of ONT’s customer experience efforts is due to the leadership and teamwork exhibited within the Ontario International Airport Authority (OIAA). Established in 2012 under a joint powers agreement by the City of Ontario and the County of San Bernardino, the OIAA has made it a priority to deliver air travel for the evolving needs of the Inland Empire. The OIAA’s board of commissioners are Tom Freeman, President, Curt Hagman, Vice President, Vivianna Rodarte, Secretary/Treasurer, Bill Burroughs and Greg Devereaux, Executive Director at the OIAA, serves as Secretary/Treasurer.The OIAA operates under the direction of five-members Board of Commissioners and the leadership of Ontario International Airport Authority President, Ontario Mayor pro Tem Alan D. Wapner.
With ONT implementing further growth of its facility, the airport will be more and more a gateway between Southern California and the world. Through its dedication to superior customer service, investment in new facilities and continued service expansion, ONT is helping to support the development of the broader region as an international gateway to Southern California and the world.What Lies Ahead for ONTIn the future, Ontario International Airport has nowhere to go but up, and will soon be more welcoming to travelers than ever before. With more flights and more terminal space, ONT is all about giving the passengers a convenient and enjoyable airport experience. As long as the airport can manage that growth with dedication to customer convenience and satisfaction, it will remain the premier travel hub for Southern California.Conclusion: A Bright Future for ONT and Its TravelersEarning Level 2 status in the ACI Airport Customer Experience Accreditation program is recognition of Ontario International Airport’s steadfast commitment to delivering an exceptional guest experience. According to Airport Business, as one of less than a handful of airports to receive the award, ONT is quickly becoming a world-class airport. With an emphasis on customer satisfaction, technology and excellence, ONT’s potentia is even greater than ever to raise the bar for airports across the country.(Source: Ontario International Airport Website)
