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.

client icon
map location icon
handing services icon
Project Management Services Icon
A light bulb next to a computer and phone, illustrating innovation in product development and piloting services.
segment portfolio icon
industry icon

Client:

Logo of Los Angeles World Airports (LAWA).

Location: Los Angeles, CA

Services:

Segment: Private

Industry:

A computer keyboard and a pair of glasses.
A digital representation of a neural network diagram with interconnected nodes and lines.
A cartoon tank with a blue body and dark blue details, including a turret and caterpillar tracks.
A illustrtation of he world with a leaf representing climate care

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.

Night view of LAX airport with illuminated colored pillars and the LAX letters in the foreground.
Autonomous vehicles navigating a road, showcasing advanced technology in transportation and mobility.

See Also:

National Infrastructure Start-up

UrbanSense collaborated with a major infrastructure investment partner to shape an initiative focused on "transformative infrastructure".

INSIGHTS

Social Graph Analytics for Space Design | Landlord of the future P2

As tenant expectations evolve, so must the spaces they occupy. This article explores how social graph analytics — powered by AI and behavioral data — is transforming commercial real estate. From smarter space planning to curated tenant mixes, landlords are becoming ecosystem designers, using data to foster collaboration, efficiency, and long-term value.

Modern office space with glass conference rooms, open work areas, and people walking and working, featuring an industrial design with exposed black metal beams and large windows.