Fraport USA’s WINGS Program Lifts Off

Customer service recognition program begins at BWI, CLE and PIT airports and soon at Terminal 5 at JFK

PITTSBURGH – Fraport USA announces the launch of Welcome Initiative for Nurturing Great Service (WINGS), an innovative customer service recognition program designed to inspire best practices, boost freedom of engagement, and foster a culture of rewarding outstanding customer experiences at the North American airports it serves.

“We are proud of the service that our retail and food and beverage operators provide each year to millions of air travelers, meeting their unique demands while serving as ambassadors,” said Ben Zandi, president and CEO, Fraport USA. “To recognize our tenants for their role in cultivating a best-in-class passenger experience, WINGS celebrates and honors team members who go above and beyond hospitality standards.”

Retail and food and beverage operators in the concessions programs managed by Fraport USA in Baltimore/Washington International Thurgood Marshall Airport (BWI), Cleveland Hopkins International Airport (CLE), Pittsburgh International Airport (PIT) and Terminal 5 at John F. Kennedy International Airport (JFK) will participate in WINGS. The program provides comprehensive training to help concessions employees master customer service skills like time management and teamwork, take ownership of providing a superior customer experience, and represent the amenities and culture of their cities.

Airport customers, crew, managers and team members can nominate candidates by submitting an entry card at drop-off boxes located in the terminals. Each month, Fraport USA will select a winner who exemplifies the WINGS ethos of superior customer service. From these honorees, an employee of the year will be recognized and rewarded for truly exemplary service.

For information, visit and connect with Fraport USA on Facebook, Twitter and LinkedIn.


About Fraport USA®

Fraport USA is the developer and manager of the retail, food and beverage operations at Baltimore/Washington International Thurgood Marshall Airport, Cleveland Hopkins International Airport, Pittsburgh International Airport and Terminal 5 at John F. Kennedy International Airport. A leading airport concessions model in North America, Fraport USA ranks among the highest per-passenger spending and receives accolades for innovation and customer service. For information, visit Fraport USA is a wholly-owned subsidiary of Fraport AG Frankfurt Airport Services Worldwide, the global airport company based in Frankfurt, Germany. For more information about Fraport AG, visit

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