Dallas Love Field (DAL) has snagged top honors for the third consecutive year at the 2024 Airports Council International – North America (ACI-NA) Marketing, Communications, and Customer Experience Awards, winning two innovative categories. Having submitted entries in seven categories, DAL hit the finalist round in four, ultimately winning for Promotional Items and Customer Experience Technology Innovation, as reported by the
City of Dallas
official bulletin released yesterday.
The accolade in the Promotional Items category was clinched thanks to DAL’s initiative to create sensory bags for passengers with hidden disabilities. This move demonstrates the airport’s commitment to an inclusive customer experience. These bags, filled with tactile and visually stimulating items, are part of DAL’s effort to cater to those with developmental or intellectual disabilities, for whom travel can be overwhelming. Available upon request at information booths, the bags also include a QR code for collecting user feedback so DAL can continue refining its service, as stated in its bulletin.
DAL’s Customer Experience Technology Innovation category achievement showcases its forward-thinking approach to the airport experience. The 3D LED holographic fan signage system positions DAL at the forefront of leveraging technology to guide passengers. These signs, providing clear, dynamic directions to services such as rideshares, illustrate DAL’s dedication to reducing confusion and improving journey flow.
These consecutive wins span different aspects of airport operations, from innovative marketing strategies like the sensory bags for passengers with disabilities to utilitarian, tech-forward advancements like the 3D holographic wayfinding signage. Last year, DAL carved out reasons for celebration with its Special Events and Customer Experience Programs for a Pride Month Sip and Paint event and the Captain Kiddo program, respectively. A narrative of DAL’s sustained focus on creativity and passenger inclusion lies amid these recognitions—the foundation of positive experiences for passengers and staff.
As a bustling hub just a stone’s throw from Downtown Dallas, DAL welcomed over 17.5 million passengers in 2023, marking an impressive milestone. Its impacts resonate beyond its gates, contributing significantly to the local economy and job market—with more than 28,000 local jobs tied to the airport’s operation.
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