Airport staff say personal service makes Provo travel experience

Airport staff said personal interactions — from Transportation Security Administration agents to concessions workers and patrol officers — are what make the travel experience in Provo stand out.

Airport staff member 1, an airport staff member, said, "You know we have a lot of things that are special about the experience here in Provo. It's smaller, it's it's more convenient, it's faster. Our airline partners offer an amazing product, but I think the 1 thing that people experience, you know it could be our family lounge right? But a lot of airports have family lounges and so I think the 1 thing that truly makes a difference is the people. And that's anything from the TSA to our concessions providers to our police officers that are patrolling." The speaker singled out staff across agencies and contractors as the main distinguishing feature of the airport.

Airport staff member 2, an airport staff member, added that officers stationed at the facility are asked to serve as public-facing representatives. "I know when I put those, when we put these officers out here I told them, you're not just an officer, you're an ambassador for the City of Provo. Absolutely. You greet people, you engage, I mean you literally are 1 of the first touches people will have because they're roaming everywhere," the speaker said.

The remarks praised the welcoming behavior of frontline workers. "And they do such an amazing job. They do such an amazing job of welcoming people. Yep. Or is it your first time to Provo? They're doing a great job. But we're all really ambassadors since this is new, and we're all here to make everyone comfortable and have a wonderful experience here," Airport staff member 2 said.

The comments focused on customer service and the role of personnel in shaping travelers' first impressions; no formal actions, policy changes, or funding items were discussed in the provided remarks.