Port Authority of New York and New Jersey Partners with LRA Worldwide to Manage and Improve Customer Experience

NEW YORK, NY, Horsham, PA September 19, 2004 - Port Authority of New York and New Jersey have recently announced a partnership with LRA Worldwide, a Pennsylvania consulting firm aims to improve the customer experience for travelers' air in the New York Metropolitan Area. Under Initiative, the three airports operated by the Port Authority โ € "Newark Liberty International, JFK and LaGuardia โ €" will undergo a rigorous program of inspections of malls and โ € โ € œmystery to ensure that all three structures to meet the standards cleanliness, condition and functionality, and that employees at each location to follow standards of behavior, appearance and knowledge. โ € œWe realize a pleasant experience at the airport is vital for air travel friendly, so we really wanted to see on our level of service through the eyes of the customer, โ € said Lysa Scully, Assistant Director, Aviation Department at the "Port Authority. โ € œIf we really want to improve the customer experience at our airports, which will require a commitment to our airport partners and employees, and this program will continuously adhere to these rules. โ € โ € OEI that this shows the Port Authority of New York and New Jersey's commitment to customer experience, "says โ € LRA Vice President Melissa Farrell. โ € œFor an airport, this is a unique program, and most likely to find in the work we do for our customers in hospitality and services, such as Westin or the PGA TOUR Tournament Players Club golf courses. โ € The scope of the program is not strictly confined to the Port Authority employees. All airport workers who come into direct contact with customers € โ, including those working at the airport suppliers and contractors - will be subject to monthly shopping œmystery โ € โ €, and twice the annual inspections and will meet the required service. Web-based inspection reports are available at Port Authority officials within days of each inspection, so that immediate action to correct any deficiencies. If the Port Authority of New York and New Jersey: L 'Port Authority of New York and New Jersey operates many of the main roads and freight traffic in the region. They include John F. Kennedy International, Newark Liberty International, LaGuardia and Teterboro airports, AirTrain JFK and AirTrain Newark, the George Washington Bridge, Lincoln and Holland tunnels and the three bridges between Staten Island and New Jersey, the PATH (Port Authority Trans-Hudson), subways and trains, the Port Authority-Downtown Manhattan Heliport, Port Newark, Elizabeth-Port Authority marine terminal, Howland Hook marine terminal on Staten Island, piers in Brooklyn / Red Hook Container Terminal and the Port Authority Bus Terminal in Midtown Manhattan. Authority also owns 16 acres of the World Trade Center site in Lower Manhattan. Port Authority is financially self-sufficient and has no tax revenue from one of two States. If the LRA Worldwide: LRA Worldwide is a leading research and consulting firm that specializes in Customer Experience Management. LRA helps organizations to design and create exceptional customer experiences in all key touch using an integrated suite of services to measure and improve service quality, customer satisfaction, employee performance, loyalty and profitability. The company offers market research, design and write customer service and operating standards and develop a high level of education and workplace learning programs, and implements processes, performance measurement and customer satisfaction feedback system, including employees, mystery shopping and quality assurance in a process that continually monitors and improves the customer experience. LRA has deep sector experience in the catering and facilities management, gaming, hospitality and leisure, sports and entertainment, and travel and transport. For more information, visit the company Web site at www.lraworldwide.com.