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Fraport USA Begins WINGS Program At BWI, CLE, PIT And JFK

Fraport USA has launched its Welcome Initiative for Nurturing Great Service (WINGS) program, which recognizes operators for their customer service. The WINGS program is designed to inspire best practices, boost freedom of engagement and foster a culture of outstanding customer service among Fraport USA’s North American airport operators.

Concessions operators managed by Fraport USA in Baltimore/Washington International Thurgood Marshall Airport (BWI), Cleveland-Hopkins International Airport (CLE), Pittsburgh International Airport (PIT) and Terminal 5 at John F. Kennedy International Airport (JFK) will participate in WINGS. In addition to recognitions, the program will offer training to concessions employees that will help them master service skills, take ownership of the customer service experience, and represent the amenities and culture of their cities.

To be recognized by the WINGS program, candidates can be nominated by airport customers, crew, managers and other team members. Once a month, Fraport USA will choose a winner for his or her outstanding customer service. An employee of the year will be chosen from these monthly honorees.

“We are proud of the service that our retail and food and beverage operators provide each year to millions of air travelers, meeting their unique demands while serving as ambassadors,” says Ben Zandi, president and CEO of Fraport USA. “To recognize our tenants for their role in cultivating a best-in-class passenger experience, WINGS celebrates and honors team members who go above and beyond hospitality standards.”