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Parking Program Tested at Hobby Airport


September 28, 2012

© Houston Airport System
The ecopark 2 parking lot at William P. Hobby Airport is now offering an exciting new customer service feature.
A customer service pilot program is being tested at the ecopark 2 parking lot at William P. Hobby Airport (HOU).

The program, initiated at Hobby Airport on August 16, offers passengers a chance to access professional assistance through a mounted video camera and speaker, should they have difficulty in exiting the parking facility.

“We are constantly looking for new ways to improve the customer experience at our parking facilities,” says Houston Airport System parking director, Liliana Rambo, CAPP. “This program allows for speedier assistance should a problem arise as a driver departs the ecopark 2 parking area.”

In the past, if a driver needed assistance, they waited for an attendant to physically make their way to the exit area so that the issue could be addressed.

But under the new program, drivers simply push a button and the attendant is able to see and hear the driver through a camera mounted near the ticket dispenser.

From a remote location, the attendant can then walk the driver through the necessary steps in addressing their particular situation.

Attendants can even assist drivers who have misplaced their parking ticket, by electronically accessing the length of stay for that particular customer and charging the appropriate amount.

“A big part of customer service is coming up with solutions in a timely manner,” Rambo says. “This technology allows us to address problem areas instantaneously.”

Rambo says she’s optimistic that the pilot program will be established on a permanent basis and even expanded to include other parking facilities within the Houston Airport System. 
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