The experience of travelling through LaGuardia airport in New York was notorious — so bad that the American sketch show Saturday Night Live wrote a song about it, and when Joe Biden was vice-president, he likened it to being in a “third-world country”. So when a new terminal opened at the airport last year the owners were determined that it wouldn’t be only the building that changed.
They hired the London-based Ethos Farm, set up in 2016 by Sally Alington along with co-founders Mathew Garner, Josie Barton and Lauren Walsh, to write a strategy for better customer service, create a training plan for everyone working at the airport, and hire customer service staff to work alongside airport employees to ensure the changes happened.
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