Denver International Airport Unveils Revamped Customer Service Uniforms

DENVER – Jan. 15, 2016 – Members of the Denver International Airport (DEN) customer service team who help tens of millions of passengers navigate the ins and outs of the nation’s largest airport each year have a new look, thanks to an innovative partnership with Colorado-based Spyder Active Sports, Inc.

Members of the DEN customer service team – including customer service agents at information booths, members of the volunteer Ambassadors program, and volunteer handlers and dogs within the DEN Canine Airport Therapy Squad (CATS) – are now sporting custom blue plaid uniforms created in partnership with Spyder Active Sports.

“The new look for our customer service team will increase the visibility of our dedicated volunteers and employees who answer questions, direct passengers and help introduce millions of people every year to our special brand of Colorado hospitality,” said airport CEO Kim Day. “We are creating a new look and identity that reflects the spirit of the Rocky Mountain region, where we actively engage with passengers to help create an elevated traveling experience.”

“Being a local brand and founded in Boulder, Colorado, it gives us great pride to be the first apparel brand that tourists, visitors and locals see when they arrive and depart from DEN,” said Brad Collings , Spyder senior director of marketing. “As the leader in ski specialty outerwear, Spyder aligns well with a venue that is the first point of contact for our state’s number-one tourism attraction.”

The new uniforms are also featured in the ongoing temporary art exhibit, Colorado Innovation: Ski & Snowboard Industry, an exhibition featuring leading Colorado-based companies within the ski and snowboard industries. The exhibition is on display now through March in DEN’s Ansbacher Hall, located on level 6 of the Jeppesen Terminal just before the pedestrian bridge TSA checkpoint, and was curated in partnership with Icelantic Skis, Never Summer Industries, Powder Factory Skis, and Spyder Active Sports.

The new uniforms are just one part of how DEN is working to provide an elevated customer service experience. Other customer service focus areas include:

Canine Airport Therapy Squad CATS

Launched in October 2015, the CATS program brings certified therapy dogs and their volunteer handlers to the airport concourses to help passengers deal with the anxiety of air travel. Members of the CATS teams are chosen after lengthy interview and familiarization processes. Each dog is a family pet and must be shown to have a calm, friendly demeanor in public. Dogs and their owners are trained, certified and insured by the Alliance of Therapy Dogs, and an annual recertification is required for both the dogs and their owners. Each CATS team must have at least one year of therapy dog experience at another facility before service at DEN. In addition, all CATS volunteers complete DEN customer service training and field evaluations to ensure the airport’s busy environment is a good fit. Handlers also must pass airport security background checks, fingerprinting and security testing prior to receiving an airport ID badge.

Ambassadors

The hospitality that travelers find at Denver International Airport has a lot to do with the interaction with our Ambassador volunteers. This popular program utilizes committed volunteers who donate a minimum of 36 hours per quarter and undergo customer service training. The Ambassador program has been recognized internationally for its excellence and innovation. From the moment travelers step off a plane or walk into Jeppesen Terminal, there’s a friendly and efficient team looking out for them. Whether directing passengers to a connecting flight, helping to reunite long-lost friends, or capturing a group photo, there is no task these 300 Ambassadors won’t take on.

Text-Based and Live Web Chat Customer Service

DEN passengers can now text their questions directly to a team of customer relations professionals who will research and answer almost any general question about the airport – from dining options to directions. For help, simply text a question to 720-370-9002. Additionally, our Customer Relations team can be reached via live web chat through a link on the flydenver.com web page.

Digital Directories

In late 2015, DEN installed new digital wayfinding touch screens throughout the concourses. These 10 digital directories provide flight and gate information, directions to nearby shops and restaurants and other helpful information on demand, 24-hours a day.

Denver International Airport is one of the busiest airports in the world. DEN is the primary economic engine for the state of Colorado, generating more than $36 billion for the region annually. For more information visit www.FlyDenver.com, check us out on YouTube and Instagram, like us on Facebook and follow us on Twitter. Sign up for DEN’s monthly newsletter Nonstop News.

###