Brenda Jones (center) accepting her Catch Us Giving prize of two airline tickets. With Michelle Hagan (left) and Rhonda Hamm-Niebruegge (right).
We have thousands of team members who give their all every day to provide our guests with the very best Lambert experience. Each year, the public has the opportunity to nominate Lambert employees for the annual Catch Us Giving Awards for exceptional customer service. This week, Brenda Jones of HMSHost won two free airline tickets, presented by Air Choice One representative Michelle Hagan, and Lambert Airport Director Rhonda Hamm-Niebruegge. We just love how excited Brenda was to win! And she deserved it. Have YOU had an awesome customer service experience here at Lambert? Tell us! Just fill out a Catch Us Giving comment card located throughout the terminals.
Lambert-St. Louis International Airport recognized its customer service Ambassador of the Year and honored dozens of other employees who have been “caught” giving great customer service in 2014.
The Ambassador of the Year is Dorothy Lathrop, a Supervisor Transportation Security Officer (STSO) for the Transportation Security Administration (TSA). She was a Catch Us Giving winner in August after helping to locate several soldiers in the C Concourse who were about to miss their bus to Fort Leonard Wood. Once she found them in the concourse, she urged them to leave immediately to make the bus so they could avoid any risk of discipline. In the end, she also covered their restaurant tabs totaling more than $70.
“Dorothy demonstrated empathy and went well beyond her scope of work to help out these young men who, no doubt, were grateful for her kindness and concern,” said Lambert Director Rhonda Hamm-Niebruegge. “We have many other airport employees who make a daily commitment to excellent customer service for our passengers which builds a positive and lasting impression for Lambert and the St. Louis region.”
“I sincerely applaud Dorothy’s generous act of taking care of our servicemen,” said Bill Switzer, Federal Security Director for Missouri. “Her very thoughtful and sincere actions were in keeping with her convictions of always doing the right thing.”
The Catch Us Giving Annual Awards Celebration honored all the customer service nominees for 2014. More than 170 employees of Lambert and its Airport partners, tenants and airlines received nominations.
Employees are nominated, or “caught,” by customers, colleagues or their supervisors for superior customer service moments. Lambert received more than 500 Catch Us Giving nominations in 2014. The Catch Us Giving Committee, consisting of representatives from major Lambert tenants, airlines and service providers, elects two monthly winners, who are then eligible for the Ambassador of the Year award.
Brothers Ashton and Aiden are glued to the window watching planes come and go at Lambert on Friday.
It’s become a cliche kind of pic, a child glued to the window watching planes come and go. Now double that and you have the scene in Terminal 2 on Friday when 16-month-old Ashton and his 4-year old brother, Aiden, were watching all the fun stuff on the ramp at Lambert-St. Louis International Airport. Both were wowed by the small planes and the big planes. Aiden just wanted to see if his plane was the one landing. They were headed to San Francisco with their family on Southwest Airlines. We love it when we see others take in the the wonder of aiports and flying. If it means we need a little extra window cleaner, all the better. We know in th end, its left a great impression. For years to come.
Lambert-St. Louis International Airport unveiled a 5-year strategic plan to build on the momentum of several transformational campaigns that have improved airport facilities, improved customer services and strengthened air service over the last several years. Visit www.lambertexperience.com to see the full story.
Lambert’s 2015-2020 Strategic Plan, first made public before the St. Louis Airport Commission meeting Feb. 4, is built on a foundation for operational excellence with four core objectives:
· Sustain and grow passenger air service
· Strengthen financial stability
· Create a positive and lasting impression for the region
· Generate economic development
Each of the core objectives are linked to key metrics for success. Some of the metrics include lowering cost per enplaned passenger, growing non-aeronautical revenues, increasing the number of non-stop markets, improving airport satisfaction scores, increasing cargo revenues and generating more revenue from underutilized land assets. For the full strategic report, click here.
“This is an exciting story of change, of progress and a glimpse of what the future holds for Lambert-St. Louis International Airport,” said Lambert Director Rhonda Hamm-Niebruegge. “This is the Airport’s first strategic plan in more than two decades that goes beyond expansion projects or major airport construction projects. This is about revenue growth, financial stability and helping to empower our region for economic success.”
The Airport’s strategic plan was developed with the collaboration of the St. Louis business community with support by Civic Progress and the Regional Business Council. The road map fits St. Louis Mayor Francis Slay's vision of growing the region's economic health and capitalizing on one of its greatest assets.
A community advisory group, consisting of business and regional leaders, helped shape the plan along with the Airport’s key management team and several members of the St. Louis Airport Commission. The plan was facilitated by Collaborative Strategies.
Lambert’s 2015-2020 Strategic Plan is being launched following the just-completed $70 million Airport Experience Program. Airport Experience renovations, which began in 2008, focused on major interior and operational improvements to Terminal 1, Concourses A & C, as well as new airport signage on roadways leading to both Terminals 1 and 2. The final project in the program was completed in December 2014 with the installation of a new copper roof for Terminal 1, replacing the original 1956 copper roof that was beyond repair. Another $30 million was invested in facilities as part of the recovery from the 2011 tornado. Another $50 million was invested in a more efficient and secure outbound baggage system, which made its debut in both terminals in 2014. The transformation of terminals and concourses can be seen at www.lambertexperience.com .
In addition to the major makeover of airport facilities, the Airport has also been successful in responding to and overcoming major airline flight reductions, expanding retail and restaurant offerings, building new business and community partnerships, and creating an art and culture program that helps create a more welcoming gateway for 13 million passengers and visitors every year.
Southwest Airlines flight 1625 from Los Angeles circles just south of St. Louis's Tower Grove Park before landing at Lambert on January 30.
It's one of the fascinating experiences of flying, getting the window seat for an aerial view of the city you know so well from the ground. Descending down from the clouds, after flying at 30,000 ft. plus in the air, pilots maneuver the aircraft to line up the plane for its designated runway. Whether the aircraft circles in or makes a straight shot toward the runway, these are the fun few minutes passengers get to spot familiar highways, parks, neighborhoods and other landmarks. In 2014, airline pilots made their final approach into Lambert-St. Louis International Airport 80,581 times. That's an average of 220 per day and more than 250 during peak summer travel months. Southwest Airlines carried the most passengers again this year, serving 6.2 million travelers. It took 29,918 final approaches to pull that off. And another 29,918 takeoffs, too.
Lambert-St. Louis International Airport served 12,384,015 passengers in 2014, a 1.5 percent decrease in total traffic versus 2013. Enplanements (industry standards for boarding passengers) for the year were down 1.6 percent or 6.2 million. Arriving passenger traffic was down 1.4 percent, or 6.14 million this year.
The slight decline in year-over-year passenger activity is strongly linked to the first quarter when a number of winter storms across the U.S. caused widespread cancellations. For instance, in January 2014, passenger activity dropped 6.5 percent, mostly due to flight cancellations.
“Even though St. Louis was hit with a few storms, the real decline was linked to weather that caused major disruptions along the eastern seaboard,” said Rhonda Hamm-Niebruegge. “As we look to 2015, we already see positive passenger service developments with new non-stop service starting to Austin, TX, Portland, OR, and Fort Dodge, IA.”
For 2014, Southwest Airlines recorded a market share of 50.4 percent for passengers served at Lambert. American airlines recorded a 14.4 percent followed by Delta with 13.9 percent of passenger traffic.
Students from Forsyth School had fun flying their own plane toys at Lambert-St. Louis International Airport this week.
Field trips are part of the best things about growing up and going to school. We get lots of young and inquisitive visitors stopping by to see how planes fly and airports work. This week we had the pleasure to meet two dozen three and four-year olds from Forysth School in Clayton. With a handful of teacher escorts, the children traveled to Lambert on MetroLink. They watched out our windows to see planes move about the airfield. The highlight of their trip was to find Lambert’s STL 250 birthday cake at Terminal 1. After a few photo ops, the children each got a toy airplane to take home and remember their adventurous day. The toy planes got a lot of mileage in just a few minutes of excitement here at the Airport.
Art, architecture and aviation enthusiasts now have a chance to own limited edition prints created from reclaimed copper from the historic Terminal 1 roof at Lambert-St. Louis International Airport.
Three St. Louis presses each developed imagery inspired by Lambert and the nostalgia of travel as part of a commission by the Lambert Art and Culture Program. The Firecracker Press, Pele Prints, and Yellow Bear employed a variety of processes, including woodcuts, etching, and chine-colle to alter reclaimed copper tiles. This allowed 60 years of marks to be forever impressed into these pieces of fine art.
In 2014, Lambert completed the replacement of the terminal’s original copper roof installed prior to its opening in 1956. The presses each transformed one of the weathered, historic tiles into a printmaking plate. The malleable copper tiles, shining with a green patina from years of wear and weather, were conditioned and shaped by the presses, ultimately forming printmaking plates to transfer imagery onto paper.
The three series of prints are 15” x 20”. Artist Amanda Verbeck of Pele Prints used the copper plate to incorporate flight paths onto colorful paper airplanes for “Take Fight.” Gina Alvarez of Yellow Bear used the copper to produce clouds connected by aviation navigation paths in “I Remember When.” The Firecracker Press used both copper and woodcuts to create whimsical setting featuring a couple taking off on vacation at Lambert in “The Honeymoon.”
“These are beautiful works of art that appeal to both art lovers and those interested in the historic Lambert terminal,” said Lambert Director Rhonda Hamm-Niebruegge. “Each purchase directly supports the continued exhibition of art at Lambert, an added bonus for both travelers and our community.”
These limited edition prints are for sale via the Lambert Airport Art shop on Etsy and through Lambert’s PR office at 314-426-8125. The Lambert Art and Culture Program sponsors both temporary exhibitions and permanent art installations with a mission to enhance the visual appearance of the Airport and support the arts in the St. Louis region.
A passenger chose to make a business call outside Lambert’s Terminal 1 during an unusual January warm-up in the weather.
Sunshine and warm weather are often a cool mix, especially when it hits in January. Visitors and passengers were able to shed a few layers on Friday with temperatures hitting the low 50s. Of course, the last several weeks we’ve experienced the normal January temps that hover in the 30s during the day. One passenger took advantage of this great break in the cold to take a business call in the new courtyard outside Terminal 1. The milder temps are expected to stick around for several days.
Linda Jun and Loretta Davis welcome Mark Drury of Super Holiday Tours to St. Louis for this week’s 2015 American Bus Association’s Marketplace.
St. Louis is all about getting on the bus this week as the host to the 2015 American Bus Association’s Marketplace event. It’s bringing in thousands of delegates together from travel, motorcoach operators, tour operators and other tourism professionals from across North America. It’s not just a meet and greet event. It’s about connecting industry delegates to be able to book millions in deals linking destinations, hotels and tourism companies in the coming months and years. Bus travel is a major component for St. Louis tourism. The St. Louis Convention and Visitors Commission has coordinated a major lineup of events for the delegates to showcase the hospitality of the entire St. Louis region. Delegates have been greeted by an energetic welcome team at Lambert to kick off their experience here in St. Louis.
Avoid parking fees the next time you pick up a passenger. Lambert provides free waiting zones for motorists near each terminal.