20:20 PM

Guests Services adds to staff and prepares for construction

(November 14, 2014) - Tampa International Airport’s commitment to passenger and customer satisfaction is about to grow.

With TPA’s $1 billion expansion project almost set to begin, guest services is ramping up the number of customer service representatives located throughout the airport. Beginning Nov. 18, a team of 12 representatives will join TPA to assist guests throughout the 18 to 24 months of construction on the main terminal, automated people mover and the consolidated rental car facility. More representatives could be added if needed at a future date, said Brenda Geoghagan, TPA’s director of guest services.

“It’s all about customer service - it’s what differentiates us and makes us special,” she said. “During this time of change, we’re going to do everything in our power to maintain our high standards and continue our tradition of outstanding customer service.”

The 12 new customer service representatives will receive on-the-job training and shadow current employees. They will be deployed to help customers in the baggage claim area on Dec. 2 – the day the East side quad deck and lot closes for construction, rerouting ground transportation to the West side.

Between 6 a.m. and 12:30 a.m., seven days a week, two uniformed customer services representatives will be stationed to each the red and blue baggage claims, letting all know that transportation is now on the West side. The representatives will rove around addressing questions.

The closure of the East side quad deck and lot will be one of the first significant closures impacting guests due to the change in traffic patterns. The airport will station traffic specialists to address any concerns and minimize any issues. In January, the customer service representatives will be reassigned to the transfer level as well as Airside A and Airside C to assist guests during shuttle car outages. On Jan. 8, one of the two shuttles to both airsides will be taken offline for construction.

The additional 12 representatives will cost roughly $330,000 annually.

Aside from additional representatives, TPA will also have a number of trained volunteers on hand to help guide guests throughout the facility. Those volunteers play an invaluable role, said Geoghagan.

In the baggage claim area alone, volunteers helped 188,952 guests for the most recent year.