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Shuttle Carts Deliver New Customer Service

June 1, 2012

© Houston Airport System
The custom-built shuttles are designed to comfortably carry both passengers and their luggage.
A new customer service program is utilizing shuttle carts to transport passengers across parking facilities at both George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU).

The Courtesy Shuttle Program uses the carts to minimize the amount of walking required from passengers by shuttling them from their parked vehicles to a variety of locations.

Passengers picked up inside the IAH parking garage are driven to the nearest elevator or terminal entrance.  Passengers picked up at HOU's ecopark 1 and ecopark2 will be taken to a terminal facility entrance.

“Houston Airports has a well-established reputation for superior customer service,” says Houston Airport's parking commercial development manager, Chanda Felder. “This program is going to help us reach an even higher level of passenger satisfaction.”

The shuttles are driven by New South Parking staff members.  At George Bush Intercontinental Airport, a total of 14 shuttle carts are available for operations, while four are on hand at William P. Hobby Airport. The service begins daily at 5:30 a.m. and runs until 9:30 p.m.

“I think this is a terrific idea,” says passenger Lee Shipley as he boards the cart. “The walk from my car to the terminal is probably the most difficult part of my trip because of the bags. So, I’ll take any help I can get.”

Drivers with the Courtesy Shuttle Program not only assist passengers in getting from their car to the elevator, but they also help passengers load their luggage into the cart as well.

“I’ll definitely take the ride,” says Brian Turner, who was travelling with his wife and three children. “It’s not so bad when I’m traveling on business. But when I have the whole family, then the luggage situation can get out of hand quickly. So, this is a huge help.”

The service features specially designed carts which can comfortably carry eight people. A customized luggage storage area along the back of the cart is also part of the free service. 
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