You may notice some new faces at MSP's information booths in coming weeks. It's part of a plan to improve service for our customers.
The Metropolitan Airports Commission (MAC) is aligning staffing levels in key customer service areas with peak travel periods.
The daily peak in passenger volume starts around 5 a.m., and the upcoming changes will make sure our information booths are staffed at those early hours each morning.
The MAC is transitioning the employees currently known as passenger service assistants from the Landside Department to the Customer Experience Department. Those employees, who will be known as Customer Experience Specialists (CES), are swapping booth locations with Travelers Assistance volunteers from the Airport Foundation MSP.
The CES employees have staffed the Tram level information booths in Terminal 1 for years. Starting on Jan. 2, those CES employees will be spending more time at the information booth in the Departures Hall of Terminal 1, near the "Aurora" in the center of the lobby. They'll cover that ticketing lobby information booth from 5 a.m. to 7 p.m. each day.
Tram level volunteers
Meanwhile, staffing of the tram level information desks – east and west – will be by Travelers Assistance volunteers from 7 a.m. to 7 p.m. each day.
From 5 a.m. to 7 a.m., and 7 p.m. to 1:45 a.m. each day, CES employees will staff the west tram level information desk in Terminal 1.
The CES employees will continue to staff the taxi starter booths at both terminals, providing guidance to customers in those locations.
As always, MAC employees and volunteers will work to minimize wait times and provide guests the most efficient and enjoyable passage through MSP as possible.
Concourse pass pickup
One key change for airport employees: The pick-up location for concourse passes is changing along with the relocated CES employees. Starting Jan. 1, concourse passes will be available from 5 a.m. to 7 p.m., 365 days a year, at the Departures level information booth directly in front of the Aurora sculpture. Visit this page to see additional details about concourse passes.
The CES employees – numbering 19 total – will also have a long list of mobile duties in the terminals, including helping manage queueing of passengers, restarting escalators and moving walks, checking technology displays, and providing information about the Sunflower Lanyard program.
You'll be able to spot the CES employees in their new uniform (left), which includes a blue track jacket adorned with the MSP and MAC logos. Stop by and say hi to the CES employees and the Travelers Assistance volunteers in their new locations starting Jan. 2.
