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If making passengers happy means jumping a few extra hurdles, airport employees in Houston are happy to oblige
Houston Airport System
October 12, 2006

At Houston’s Bush and Hobby airports it’s all about going the extra mile. Employees that work at the Houston Airport System (HAS) are encouraged to go above and beyond the average standards of common courtesy to make sure travelers feel welcomed.

As the fourth-largest airport system in the U.S., the Houston Airport System (HAS) wanted to develop a program that would promote and exude superior customer service while rewarding those who would embody that notion. Thus, two years ago, the Houston Friendly campaign was born.

The campaign is all about having fun while helping others - the idea behind it being to elevate the customer experience at both George Bush Intercontinental (IAH) and William P. Hobby (HOU) airports – Houston’s two primary commercial airports.

“Airports are a part of the hospitality industry,” said Gray James, customer service manager for the Houston Airport System. “It’s a concept that airports are increasingly embracing. They are aware of the importance of making a good impression on their customers who have choices in terms of the airports and the airlines that they use.”

In Houston, airport employees are nominated for Houston Friendly awards by passengers that want to express their gratitude for the pleasantries they have received. These nominations are submitted mainly via customer experience ballots located throughout the airport.

Both HAS and non-HAS employees - individuals who work for one of the airport system's many airline, concession and other types of tenants - can be nominated for these awards.

Every three months, all the ballot entries are reviewed by a designated Houston Friendly committee. The committee then selects the most outstanding nominees and recognizes them at a quarterly Houston Friendly ceremony that takes place inside of the airports.

Winners receive prizes such as gift certificates and meals.

For Houston City Councilmember Adrian Garcia, making sure that the city’s airports make a lasting positive impression on the traveling public is indispensable.

“It is important that first impressions are lasting impressions,” he said. “It’s that impression that either determines whether someone brings businesses to the city of Houston, creates a new business venture, a new home, or brings families here. Houston Friendly is a great campaign!”