Creating an experience where our airport customers Expect the Exceptional is our mission across our programs, and our concessions employees help us fulfill that mission every day.
We recently held our first annual Customer Experience Awards at Los Angeles International Airport (LAX). “The Exceptionals” were held on Tuesday, April 1, and attended by over 60 concessions team members, Los Angeles World Airports representatives, and other key stakeholders. This annual awards celebration was implemented to acknowledge outstanding achievements in hospitality, sales, community involvement, and much more. Guests enjoyed breakfast, mocktails, an awards ceremony, and a prize raffle. The competition is ramping up, and teams are already working toward achieving this coveted award for their 2025 performance.
“People are at the heart of what we do here at LAX, which is why we’re proud to invest in the success of our concessions employees,” said Maral Matossian, URW VP, LAX. “Today, we had the opportunity to recognize the individuals who go above and beyond to deliver exceptional service to our guests. We’re deeply grateful for their dedication and commitment.”
The Exceptionals Winners:
Outstanding Hospitality: Gameway
Gameway exceeded expectations in 2024, earning top scores in mystery shops across both locations (with a spotlight on T6 scoring 100% every quarter). Known for consistent 4+ star online reviews and excellent guest greetings at the door, they set the standard for hospitality.
Best Re-Branding: DFS – Cartier
DFS – Cartier redefined airport retail and luxury in 2024, offering guests an iconic and elevated shopping experience. Their personalized service and high-end aesthetic set a new benchmark for travel retail and elegance.
Most Innovative Partner: Crews
Crews tech-forward initiatives, such as the "Pizza Please Locker" for contactless pickup and marketplace kiosks, continue to impress. Their innovative approach continues to reshape airport retail and dining experiences.
Most Innovative Partner: Hudson
Hudson launched the cutting-edge "Just Walk Out" technology, letting guests purchase without a traditional checkout. Their forward-thinking solutions support both efficiency and guest satisfaction.
Above & Beyond: Concord Collective
By implementing the Google Tap Card, Concord Collective boosted online reviews and ratings at multiple locations, such as a 47% YOY review increase and a 26% rise in star ratings at one of their locations – demonstrating a commitment to guest feedback.
Sales Excellence – Specialty Retail: Paradies Lagardere
Paradies Lagardere led specialty retail with high operational performance and top mystery shop scores. Their commitment to sales excellence and employee development sets them apart in the industry.
Sales Excellence – Food & Beverage: HMS Host
HMS Host delivered standout culinary innovation and hospitality. Through award-winning dining and a culture of appreciation, they consistently exceed guest expectations at airport food & beverage locations.
Sales Excellence – Travel Essentials: Hudson
Hudson excelled in adapting to evolving traveler needs. Upgraded POS system and new self-checkout tech streamlined transactions, enhancing the guest retail experience across their travel essentials category.
Best Online Reputation: BeRelax
BeRelax earned the highest URW online rating with 4.41 stars from over 200 Google and Yelp reviews. Guests frequently praised their professional staff and the relaxing environment at T1 and TBIT.
Best Community Partner: HMS Host
HMS Host stood out for their community impact, donating supplies and hosting events at schools and community centers. Their ongoing commitment to giving back exemplifies true corporate responsibility.
The awards ceremony ended with a raffle drawing where five attendees won a $100 gift certificate for an experience of their choice, including options such as Topgolf, massages, Blue Apron meal kits, and much more! Attendees also got to wish Areas General Manager Raymond Hernandez Jr. well on his retirement after 38 years in the industry. He also received a $150 gift certificate courtesy of URW.
