Customer Service

We're Listening... Share with us your experience at the Jacksonville International Airport. Click on the "We're Listening" link to fill out an online customer survey.

jax airport

Knowing Our Customers

We've all heard it said that the customer is always right. But unfortunately for too many companies, their definition of customer begins and ends with the people who purchase their products and services. As a result, they miss out on important opportunities for improvement.

The Jacksonville Aviation Authority defines customers a little differently.

For example, we believe that our employees are our customers. They serve as the front line emissaries to our external customers, and they are invaluable in helping us identify small problems before they become big ones.

We also believe our tenants are our customers. They are a major source of revenue for us, and we are grateful for them and their impact on the aviation industry in Jacksonville.

Of course, airport users are our customers. They are a major source of revenue for our tenants and for other customers such as airline service providers and off-airport businesses located near our facilities. So are the other communities, because they provide passengers that might fly in and out of our airports.

Last but certainly not least, the Jacksonville community as a whole is our customer. Even if you never take a flight, this airport system belongs to you, and how you feel about it is important to us.

While each of our customers has different priorities and goals, each has something important in common, too: Your opinion matters to us. We firmly believe that knowing our customers is the first step in becoming the best airport system in the world.

We're All Ears
Years ago, there was a popular saying, "When E.F. Hutton talks, people listen." Much of that slogan could be applied to our airport system, because when our customers speak, we listen, too.

Right now, our Customer Service Department offers six easy ways for you to pass along suggestions, compliments, complaints or comments:

Customer Comment Link
Just click on the following link "We're listening to complete an online survey. If you would like follow up communication from our customer service department, you may leave your contact information on the survey.

Action Line
Call (904) 741-4902, and you'll be connected to a phone line staffed by an attendant eight hours a day. That attendant is available to answer questions, provide assistant with airport-related problems or accept your feedback. If the attendant is off duty or on another line, you can leave a voice mail.

Like to communicate by Email? Email us( Open for your input 24 hours a day.

If you'd prefer to mail your written comments, send them to:
Jacksonville Aviation Authority
ATTN: Customer Service Department
14201 Pecan Park Road
Jacksonville, FL 32218.
Tenant Feedback
Feel free to provide comments to our airport tenants (airlines, concessions and other businesses that operate at JAX) as well. We work closely with these tenants and consider them a very important line of communication.

Employee Feedback
Finally, don't hesitate to talk with an airport employee or airport Ambassador. They are there to listen to you as well as serve you, and they will see that your comments get to us.

We encourage you to take advantage of one or more of these methods each and every time you have something to say. We really do want to know how you feel, and we value your input.