1 ACI ASQ Passenger Satisfaction R First Quarter

1 ACI ASQ Passenger Satisfaction R First Quarter

Passenger Satisfaction Report LAX – Airport Performance Q 1 2016 © 2016 ACI

Methodology at a Glance for LAX Standardized benchmarking survey; 267 participating airports worldwide ASQ has existed for 10 years; first year LAX is participating First quarter = January, February, March 2016 1, 839 intercept surveys in boarding gates in all terminals 55 questions regarding service-related topics, satisfaction and passenger demographics Self-completed paper questionnaires by randomly selected passengers Covers all operating hours of the airport. Each day of the week is evenly distributed. Scale of 1 (poor) to 5 (excellent) © 2016 ACI Airport Performance - Q 1 2016 3

LAX – Airport Performance Focus on Q 1 2016 – Mean Scores by Category Base Overall Satisfaction Access 3. 73 3. 59 n = 1130 4. 07 Check-in 3. 90 Passport/Personal ID Control 3. 96 Security 3. 86 Finding Way Airport Facilities Airport Environment Arrivals Services n = 1765 3. 53 3. 75 3. 66 n = 1396 n = 1462 n = 1669 n = 1839 n = 1827 n = 1820 n = 1230 Notes: Responding to all questions is not mandatory, the number of respondents could be different from one category to another. To calculate the mean score within a category, each item has been considered with the same importance Base is Respondents providing a valid response © 2016 ACI Airport Performance - Q 1 2016 4

LAX – Airport Performance Focus on Q 1 2016 – Mean Scores by Rated Item Overall Satisfaction Access Ground transportation Parking VFM: Parking facilities Baggage carts/trolleys Check-in waiting time Efficiency of staff Courtesy of check-in staff Passport Control Inspection waiting time Courtesy of inspection staff Security Finding Way 3. 73 3. 56 3. 76 3. 91 3. 80 Overall Satisfaction Business Leisure Other* Leisure & Other 3. 03 Arrivals Services 3. 77 3. 85 3. 96 3. 95 4. 02 3. 80 4. 08 Courtesy of security staff Thoroughness Security waiting time Safe/secure feeling Ease of finding way Flight info screens Walking distance Ease of connections 3. 53 2. 92 2. 94 3. 12 3. 87 4. 01 3. 82 4. 04 3. 62 3. 54 3. 45 3. 51 3. 72 3. 60 Terminal cleanliness Airport Ambience 3. 61 3. 90 3. 80 3. 50 3. 67 Passport inspection Baggage delivery speed Customs inspection * Other may include Education, Family visit, Religious events, etc © 2016 ACI 3. 63 3. 96 4. 11 4. 14 Courtesy of airport staff Eating facilities VFM: Eating facilities Availability Bank/ATM/exchange Shopping facilities Airport VFM: Shopping facilities Facilities Internet / Wi-Fi Business/Executives Lounges Availability of washrooms Cleanliness of washrooms Comfort of waiting/gate areas Airport Environment 3. 40 . Airport Performance - Q 1 2016 5

LAX – Airport Performance Focus on Q 1 2016 – Mean Scores by Segment Base 3. 73 Overall Satisfaction A International B Domestic C Business D Leisure E Other* F Connecting G Not Connecting H 1 st Class I Business Class J Economy Class 3. 87 n = 1765 B 3. 68 n = 534 n = 1231 3. 56 n = 472 3. 76 3. 91 C n = 953 CD n = 340 3. 60 3. 82 n = 657 F 3. 34 n = 1046 n = 67 3. 56 3. 77 n = 139 HI n = 1523 Notes: “*X” letter designations indicate that the segment’s performance is higher than the segment identified by the letter at a statistically significant level (95%). Base is Respondents providing a valid response * Other may include Education, Family visit, Religious events, etc. © 2016 ACI Airport Performance - Q 1 2016 6

LAX– Airport Performance Top 5 Most Important Items Base n = 1450 TOP 5 Most Important Items Ease of finding your way through airport 159 Waiting time in check-in queue/line 124 Waiting time at security inspection 130 1 st most important 110 202 Internet access/Wi-Fi Cleanliness of washrooms/toilets 114 90 123 86 124 109 111 48 77 107 2 nd most important 3 rd most important Notes: Top 5: from Q 8: “Which of the items listed in Question 7 are the 1 st / 2 nd / 3 rd most important to you at this airport? ” The figures represent the number of respondents who mention the item. Base is Respondents providing a valid response © 2016 ACI Airport Performance - Q 1 2016 7

Guest First Ambiance and Feeling Happy Guest Engaged Employees and Partners Informed Guest Delight Policy Integration LAXceptional Xperience Strategic Roadmap

Awareness of LAX Modernization and Renovation Efforts Are you aware that LAX has been undergoing a renovation/modernization effort? I'm not sure 6% No 16% Renovation Efforts Awareness The new Tom Bradley International Terminal 41% All new local restaurants at LAX 34% New and improved shopping experiences at LAX 29% Terminal 1 Renovations 27% New LED street lighting and roadway improvements 26% Elevator, Escalator and Moving Walkway 24% Modernization Improving and automating the security screening of 23% checked baggage at all LAX terminals Yes 78% Terminal 5 Renovations 22% Terminal 2 Improvements 21% Terminal 4 Connector 21% Terminal 7 & 8 Renovations 21% Runway construction as mandated by the federal 19% government Terminal 6 Renovation 17% Access improvements for persons with disabilities 14% New energy-efficient Central Utility Plant 9% Other 3% / 10

Awareness = Action Taken | Those Aware of Modernization 70% of those aware of the renovations say they took action Left for the airport early/planned ahead 42% Spoke to a friend, family, and/or co-worker about the improvements at LAX 39% 20% Used the information in a visit to LAX Visited the lawa. org website Visited laxishappening. com Posted/shared something about the updates on social media None of the above 10% 9% 8% 30% / 11

Campaign Message Clearly Understood Understanding | Campaign Recognizers How easy was it to understand what this advertising is communicating? “Very attractive graphics and easy to understand. ” Top 2 Box: 94% “I mainly understood that construction was happening and would continue for some time. I could tell that LAX was modernizing its facility. ” Very Easy Quite easy 63% Wasn't easy nor hard Quite hard 31% Very Hard 5% 1% 0% “I saw it months ago, the message clearly is that the airport improvements are for our benefit. ” / 12

Awareness of LAXis. Happening. com = Plan Ahead How frequently have you visited the LAXis. Happening. com website? Have visited: 80% 14% I've visited it many times I've visited it a few times 44% “I briefly visited it after seeing it referenced here! I will be checking it prior to future trips to LAX. I find it interesting. It mentions aspects of which I was not aware. I may aim to arrive earlier for flights to check out some of the facilities mentioned. ” -Frequent Traveler, Aware of Modernization, Male, 35 -54 I've visited it once 22% I've never visited it 20% / 13

In Summary 1. Awareness of the LAX modernization effort is high – support the renovation Ø In 2016, awareness of the modernization is more than double compared to the 2011 survey 2. The LAX is Happening campaign has a strong role in awareness Ø The campaign reached more than half of those within the 15 mile LAX radius (or outlying cities), clearly communicating not only the efforts, but the positive impact it would have on travelers Ø In addition, the campaign was liked and seen as positive with a modern feel 3. Beyond simply knowing about the renovations, awareness did lead to action, especially among those who saw the campaign Ø The overwhelming majority of recognizers used the information, speaking to others and planning ahead when traveling / 14