Airport Best Practices    

Concurrent Session, Friday, June 19   

Moderated by Andrea Itkin, TAI


How to recruit new members into the Travelers Aid transportation family

  • We know how to recruit volunteers
  • We can bring important resources to the table.
  • We are the problem solvers
  • Opportunity for new program managers to shadow peers at member airports
  • Research target airports, survey their passengers to find out their needs so as to develop a strategy to meet these challenges
  • Get video endorsements from airport managers to their peers
  • Demonstrate how to pick-up the customer service "slack" since the airlines are no longer doing it
  • Because we traditionally provide more than directions with social services links and heritage, this can sway a contract decision in our favor  

Suggestions as to how to assist/help existing members

  • Identify common practices, provide video training that can be shown at any airport
  • Develop mentoring programs, ability to train new employees
  • Get passengers to fill out comment cards for airport management
  • Better educate airlines as to what we do since they refer passengers to us
    • Alaska Airlines lists TA on their website
    • Get airlines to provide testimonials
  • The Travelers Aid program manager should be involved with the airport-airline council or the airport's stakeholders committee - this structure varies with each airport
  • Become involved in what was Association for Volunteer Administration (AVA), but is now Council for Certification in Volunteer Administration ( and/or Association of Leaders in Volunteer Engagement (
  • Attend ACI/AAAE Customer Service Conference to learn and share.
  • Develop a "welcome packet" that better explains all things Travelers Aid to new program managers.
  • Provide an annual update of Travelers Aid's member benefits
  • Improve communication among the members and with TAI. Perhaps bring back the conference calls, but only if there is a speaker or focused purpose.