For the third consecutive year, Dallas Love Field (DAL) has garnered multiple awards at the 2024 Marketing, Communications, and Customer Experience Conference, held by Airports Council International – North America (ACI-NA) in San Francisco, CA. Out of seven categories submitted, DAL reached the finalist round in four, winning in the Promotional Items and Customer Experience Technology Innovation categories. These awards highlight DAL’s ongoing commitment to accessibility, innovation, and passenger experience enhancement.
Promotional Items Award – Sensory Bags for Passengers with Hidden Disabilities
DAL’s Sensory Bags initiative won the Promotional Items award, driven by the airport’s efforts to enhance accessibility for passengers with hidden disabilities. Created by DAL’s Customer Engagement team, the sensory bags serve as functional, engaging kits designed for travelers with developmental or intellectual disabilities who may experience sensory overload. The bags, marked with DAL colors and branding, contain various textured and vibrant items that stimulate neural connections to help calm and occupy passengers during their journey. To gather feedback and improve future offerings, DAL has included a QR code inside each bag, which passengers can use to provide input on their experience. The bags are available upon request at the airport’s information booths.
Customer Experience Technology Innovation Award – 3D LED Holographic Wayfinding Signage
DAL also received the Customer Experience Technology Innovation award for its use of 3D LED holographic fan signage to improve wayfinding within the terminal. These high-visibility, dynamic signs are positioned in key areas, such as overhead walls and above baggage carousels, guiding passengers to the recently relocated Transportation Network Company (TNC) pick-up area. Designed for arriving passengers using rideshare, taxi, limousine, or black car services, the holographic signage provides clear, real-time directions, aiming to reduce confusion and streamline the pick-up process.
Commitment to Excellence in Passenger Experience
The ACI-NA MARCOMCX Awards celebrate excellence in airport marketing, communications, and customer experience. DAL’s recent accolades build on last year’s wins in the Special Events and Customer Experience Programs categories for its Pride Month Sip and Paint event and Captain Kiddo program, respectively. These continued recognitions underscore DAL’s commitment to creativity, continuous improvement, and inclusion, enhancing experiences for both passengers and staff.
