LAX Airport Digital Guest Engagement Strategy

Project overview

Los Angeles International Airport (LAX) is one of the busiest airports in the world, serving over 80 million passengers annually. To enhance guest engagement, improve the travel experience, and drive revenue growth, Los Angeles World Airports (LAWA) partnered with UrbanSense, working as part of Intersection, to develop a comprehensive digital strategy.

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Client:

Logo of Los Angeles World Airports (LAWA).

Location: Los Angeles, CA

Services:

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Segment: Private

Industry: Transportation, Aviation, Technology

Background

As a major global airport, LAX sought to leverage digital solutions to strengthen passenger loyalty, optimize airport services, and maximize commercial opportunities. The challenge was to create a seamless, technology-driven experience that improved guest interactions while also aligning with the airport’s operational and business objectives.

UrbanSense Approach & Outcomes

  • Digital Landscape Analysis: Conducted an in-depth assessment of LAX’s digital ecosystem to identify key areas for enhancement.

  • Technology Roadmap: Developed a strategic plan focused on guest loyalty programs and WiFi improvements.

  • Revenue & Engagement Solutions: Recommended digital innovations to boost revenue while enhancing passenger convenience and engagement.

  • Actionable Insights: Provided guidance to help LAWA implement cutting-edge digital experiences for long-term traveler and stakeholder value.

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Ready to elevate guest engagement with a data-driven digital strategy?

Partner with UrbanSense to create seamless and profitable customer experiences.

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