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Airport business center keeps businesses moving
For passengers traveling with work in their briefcases, the IAH Business Center is a sanctuary of productivity
Houston Airport System 
January 13, 2008

You’ve rushed from the office to the airport for a routine business trip. Despite all of your best efforts you realize once you’ve checked in, and are past security, that there is one unfinished business matter that requires your immediate attention.

Perhaps a new customer is awaiting the contract you promised to fax over before you left; you might have forgotten to bring the copies of the proposal you are presenting; or maybe you just need to make an urgent call and your cell phone is showing zero bars of battery left.

In instances like these, the George Bush Intercontinental Airport (IAH) Business Center provides travelers a sense of relief and a place to take care of their pending business matters.

“The response from the travelers has been great so far. We’ll get a lot of passengers who just happen to run into the business center while they are walking through the airport and it’s such a relief for them,” says Charles Wall, IAH airport manager. “They are so excited to be able to take care of their business at the airport, instead of having to wait until they arrive at their final destinations.”

Inaugurated two months ago, the business center is slowly increasing the number of travelers it serves on a daily basis. Andre Wise, who works at the facility, says some passengers just don’t know the center is open Monday through Friday, from 7:30 am to 4:30 pm, for their convenience.

“I watch lots of passengers walk by and kind of peer in, to see what’s going on. It seems like they’re not sure if they can come in or not,” adds Wise. “But they’re all welcomed to come in. I’m happy to help them out in any way that I can.”

The business center is located in Terminal A, on the south side, and offers an array of services including individual work stations with internet access, copy and print services, postal and courier services, incoming and outgoing facsimile services, free local calls, notary services, office supplies and assistance in booking the Skyline conference room in the same terminal.

Special accommodations can be made such as duplication services awaiting your arrival to the business center. All it takes is an email and advance notification. While these services are not free of charge, fees are set by carefully researching prices from other office supply chains.






© Houston Airport System
An office away from the office. The IAH Business Center provides an office-like atmosphere for busy travelers.

Most passengers don’t mind paying these fees.

“I had to come all the way from Terminal C, but it was well worth the extra trip,” says Linda Burns, a passenger from Cedar Rapids , Iowa. “I don’t have to pay those expensive airline club fees to send a few important faxes. I really wish more airports would provide services like this.”

This new facility is the result of a Houston Airport System Balanced Scorecard project. The Balanced Scorecard initiative focuses on implementing new customer service programs created by airport system employees. Ultimately, the goal is to improve customer satisfaction by working together and by thinking outside of the box.

“Our main concerns when planning the IAH Business Center was to take care of our passengers and to offer the ease, convenience and comforts of most office settings,” says Laura Grainger, Balanced Scorecard team sponsor and interim human resources assistant director for the airport system. “We also focused on the business travelers on the go; to provide an area where they can accomplish their objectives while away from the office.”

The team began planning the business center in May, 2006 and used customer suggestions from a survey to help develop their plan. The survey indicated that most IAH patrons wanted internet service, workstations and delivery services available at the airport.

For more information about the IAH Business Center, contact HAS at IAHBusCt@cityofhouston.net.

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