Flying through LAS, you’d never know that, behind the scenes, there’s a team of professionals working 24/7 in the Airport Control Center (ACC) to answer every call and coordinate responses to keep the airport running safely and efficiently.
The ACC is the primary communications hub for the airport, with dispatchers handling law enforcement and operational calls, and paging operators responding to customer service inquiries.
In 2024, the ACC answered a total of 578,451 calls for service while working to support more than 58.4 million passengers.
As the eyes and ears of the airport, employees in the Control Center assist law enforcement, monitor tram operations, dispatch responders for electrical issues, medical incidents, security concerns, and even custodial needs.
Customer Service Operator Lisa Eatman says many passengers calling in have questions about lost and found, slot machines, and, most recently, REAL ID. But to her, the best part of the job is connecting people.
“I love to talk, I’m a communicator,” Eatman said. “I love helping people, and it brings joy to us when we help a mother who has a small child she’s trying to get to, or someone who needs the family room or something special for their baby … just the small things.”
When a nationwide computer outage affected multiple systems within the airport, the ACC played a critical role in keeping the lines of communication flowing. Their efforts informed passengers and employees of the impact on operations and the status of system recovery.
“I knew what the Control Center was capable of,” ACC Airport Program Administrator Wayne Cordes said. “I had the best people on the phones, the best people on the radios. It was probably one of the most rewarding days of my career, just to see how everybody gelled together.”
As the airport grows, the Control Center grows right along with it. Cordes says the operation is always improving, with he and his team looking into new technology and new processes to enhance communication and efficiency.
Whether arriving, departing or picking up loved ones, customers at LAS can rest assured the ACC is working diligently in the background to provide a seamless travel experience.
For assistance from the Airport Control Center, simply pick up one of the white courtesy phones located throughout the terminals.
