Hats Off

Providing excellent customer service is one of the Houston Airport System’s top priorities, and recent survey results show passenger satisfaction is at an all-time high.

According to a recent passenger satisfaction survey conducted by Phoenix Marketing International, both George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) observed significant increases in passenger satisfaction scores in 2014. The survey results for 2014 revealed that 78 percent of passengers were quite satisfied with their overall experience at Bush Intercontinental—a 10-percent increase over the previous year.

The uptrend continued at Hobby Airport with nearly 9 out of 10 or 86 percent of passengers being quite satisfied with their overall experience.

The improvement in scores were driven by several factors including improved customer service and capital investment projects such as new signage leading into the airport, faster and more reliable free Wi-Fi throughout the airport as well as terminal improvements. 

“Our entire team worked extremely hard in 2014 to implement numerous improvements designed to enhance the overall customer experience, ranging from free Wi-Fi service to major infrastructure projects,” said Houston Aviation Director Mario C. Diaz. “The results of this survey are incredibly encouraging because they indicate that we’re on the right track and our customers are responding to our efforts.”

More than 12,015 passengers at IAH and 2,414 passengers at Hobby were randomly selected and interviewed March through November 2014. Surveys were conducted all days of the week and during all travel times of the day. Passengers were asked to rate the respective airport on different aspects of service.


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