Traveling can be a stressful experience, filled with unfamiliar surroundings, tight connections and even language barriers. At Houston Airports, a dedicated team of Customer Service Representatives stands ready to navigate passengers through any challenge, ensuring a smooth and positive experience at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport. 

"Our Customer Service Representatives are the face of Houston Airports for many passengers," said Andrew Czobor, Assistant Director of IAH Terminal D for Houston Airports. "They play a vital role in ensuring a positive travel experience for everyone who enters our doors. Their ability to address a wide range of issues efficiently and professionally makes a difference."

Customer Service Representatives are among the Houston Airports employees at Bush and Hobby airports who welcome passengers from across the globe. For some of these travelers, navigating the airport, language barriers, and the anxiety of travel can be overwhelming. That's where the airport’s award-winning 'Houston Friendly' hospitality comes into play. 

Farah Abdullahi, a Customer Service Representative at IAH, recently exemplified the team's dedication and resourcefulness. When a passenger requiring ADA assistance missed their connecting flight due to weather, Abdullahi stepped up to ensure a seamless resolution.

"We coordinated with the airline to assist the customer, Along the way, we helped the passenger get refreshments,” said Farah Abdullahi, Senior Airport Services Representative for Houston Airports. “The passenger thanked us for our hospitality and our service. Seeing the relief on her face made the entire experience worthwhile."

Abdullahi’s supervisor echoed the sentiment, praising his commitment to providing world-class service. " Well done, Mr. Abdullahi! I'm so proud to have you on our team,” said Eryn Gordon, Customer Service Supervisor for Houston Airports. “He went above and beyond for the passenger, which our team does every day. They are the calm in the storm for passengers facing unexpected challenges."

Houston Airports Customer Service Representatives at Bush and Hobby airports focus on three key areas: Customer Service, Operational Readiness, and Quality Assurance. They ensure clear and consistent communication with passengers, maintain a positive and professional demeanor, and readily assist with everything from navigating the airport to addressing travel concerns. Team members can often work as liaisons between the passenger and the airline, especially if there’s a language barrier. Tensions can sometimes be high at the airport, especially if a person misses their flight or the flight is significantly delayed or canceled. From coordinating with airlines or hotels, Houston Airports Customer Service team members go above and beyond to assist the guests with a variety of situations. 

In 2024, Houston Airports maintained its 5-Star Skytrax rating at Hobby Airport and its 4-Star Skytrax rating at Bush Airport. 

• Houston Airports has the 2024 World’s Best Airport Art & Entertainment Program
• Bush & Hobby airports rank among the Top 40 Best Airports in the World
• Bush & Hobby airports rank among the Top 3 Best Airports in the World - Based on Passenger Volume
• IAH ranks among the Top 10 World's Best Airport Dining Experiences 
• Hobby Airport is the Best Regional Airport in North America (third consecutive win)
• Hobby Airport is the 4th Best Regional Airport in the World
• Hobby Airports ranks among the Top 8 World's Best Airport Staff in North America 

“You can’t make everyone’s day, but perhaps you can make someone’s day,” said Josh Samic, with Guest Experience for Houston Airports. “Treating people like you’d want your family member treated if they were in a similar situation is how we view these opportunities.”