Case Study: Port Authority of New York and New Jersey improves airport customer experience with OrangeQC

How the Port Authority’s Service Delivery Unit Manages Customer Experience at World-Class Airports

The Port Authority of New York and New Jersey faced the challenge of managing and improving the complex customer experience across its three major, high-traffic airports (JFK, LGA, EWR), especially during ongoing construction. To centralize this effort, they created the Service Delivery Unit (SDU), which needed a way to systematically capture data on facility conditions and traveler pain points.

The SDU implemented OrangeQC to conduct flexible, data-driven customer experience inspections across restrooms, gate areas, retail pricing, and more. Using OrangeQC’s platform, the team could identify trends, track deficiencies to resolution, and even quickly adapt inspections to prepare for external Skytrax audits. This solution enabled the Port Authority to proactively address issues, allocate staff efficiently, and systematically improve the overall traveler experience at its world-class airports.

Port Authority of New York and New Jersey

Kim Payne

Assistant Manager