In November 2013, Houston Airports launched the Houston Friendly Service Standards — a set of standards that all employees working at the airports must adhere to. The six-hour mandatory training covers everything from appearance to behavior and service. City of Houston airport employees were the first group to undergo the training and it continues to be rolled out airport-wide including concessions, parking other employees working at the airports.

A passenger was traveling through Hobby Airport recently due to a layover in Houston. She missed her connecting flight to San Diego due to a flight delay in the originating city. She was booked on the next flight but then Houston experienced inclement weather and the passenger was told she would not be able to fly out until the next day and was not eligible for hotel accommodations provided by the airline.

In a letter written by the passenger, she stated, “I quickly made my way to an information desk where I encountered an “angel” that day, Ms. Jennifer Cafferatta.  She recognized that I was upset and almost in tears and quickly assisted me with locating information on a hotel including a phone number and a courtesy van.  I shared my story with her and she told me not to despair.”

Cafferatta listened to the passenger’s story and did not want the passenger’s airport experience to end in tears and frustration. She worked with the airline and together they were able to provide accommodations for the passenger.

The passenger further stated, “All it takes is a little time out of our busy day to stop and help someone and that is what Ms. Cafferatta did.  She cared enough to listen to my story, she believed me, she treated me like someone special, she showed she cared, and that is why I write this note to you. Ms. Cafferatta is a “shining star” in your organization!”