William P. Hobby Airport receives AX 2024 Customer Service Award for creating a culture of exemplary customer service by training concessions staff, communicating initiatives and focusing on its mission to deliver 5-Star customer service each time.
From left to right: Bridget Knighten, Administrative Coordinator to Chief Commercial Officer; Francisco Cuellar, Chief Commerical Development Officer for Houston Airports; Libby Hurley, Assistant Director of In-Terminal Sales for Houston Airports; Dominick Garcia, Concessions Marketing Manager for Houston Airports; Andjelka Siljegovic, Concessions Manager for Houston Airports.
In a nod to its unwavering dedication to passenger satisfaction, William P. Hobby Airport (HOU) was honored with the prestigious AX 2024 Award for ‘Airport with the Highest Regard for Customer Service’ during the 2024 Airport Experience conference.
To ensure consistency and quality across all concessions operations, the Houston Airports Concessions team employs a rigorous Quality Assurance Program, including monthly mystery shop evaluations and quarterly safety reviews. Additionally, regular audits of shops, restaurants and amenities ensure that passengers receive accurate information and a 5-Star experience at every turn. Houston Airports celebrates the Hobby Airport concessions team during an annual awards show that spotlights excellence across restaurants, retail and customer service.
"Houston Airports Concessions is dedicated to ensuring the absolute satisfaction of our passengers and tenants," said Francisco Cuellar, Chief Commercial Development Officer for Houston Airports. "This prestigious award by AX is a testament to our relentless pursuit of excellence and our innovative approach to enhancing the concessions experience."
Hobby clinched the AX Award providing personalized services. One standout innovation is the introduction of a cutting-edge airport passenger app, meticulously crafted to empower travelers with seamless navigation and instant access to a wealth of information about the airport's diverse range of amenities which include retail and dining.
"The Houston Airports Concessions teams go the extra mile by striving to provide a 5-star experience to every passenger during their retail or dining experience inside Hobby Airport" shared Libby Hurley, Assistant Director of In Terminal Sales for Houston Airports. "The unwavering teamwork needed to deliver exceptional customer service rooted in 'Houston friendly' hospitality is nothing short of inspiring. Houston Airports is committed to working with our concessions operators and their employees to ensure the passenger has a world-class experience from curb to gate."
Houston Airports also actively solicits feedback from passengers at Hobby Airport through digital platforms and surveys, using valuable insights to continually refine and enhance services. This dedication to understanding and meeting customer needs has earned Hobby a reputation for personalized and attentive service.
“But perhaps what truly sets Hobby Airport apart is its recognition of the individuals and partners who contribute to its success,” said Hurley. “The airport honors outstanding team members and concession partners through various rewards and accolades, fostering a culture of excellence and continuous improvement within the airport community.”