First-time visitors to an airport, or people unfamiliar with an airport’s layout, appreciate having someone to talk with when they arrive at a facility that can be challenging to travel through.

Information booths have proven to be valuable commodities at airports, and William P. Hobby Airport (Hobby) is keenly aware of the value-add these structures can bring.

Hobby recently upgraded its old Main Lobby Information Booth, one that had stood since October 2015, when the West Concourse and new Southwest Airlines ticket hall was built.

Traci Rutoski manages International Services at Hobby and served as Project Manager. She coordinated the installation with several internal airport business units to get the work done, including Maintenance, Hobby electricians, and Information Technology. The Hobby Sign Shop assisted with the “?” signage. (Permanent signage is yet to be installed.)

Additionally, Customer Service assisted with the chair and removal of the items from the old booth.

Hobby’s Information Booth is staffed with Volunteer Ambassadors and Special Services Representatives. The Information Booth is essential in assisting passengers with wayfinding to Uber/Lyft stations, security checkpoints, restrooms, gate assignments, lost and found, and airline check-in stations. Booth staff quickly supply information to passengers to assist in providing an excellent customer experience. Passengers’ questions can run the gamut from requesting gate information to “Where is security” to “How do I get to the parking garage,” to “Can you direct me and my dog Fido to the pet relief area?”

The Information Booth is in the Main Lobby next to TSA Security and is manned based on the availability of volunteers.

Daily tracking logs are kept to monitor traffic and topic activity. Ambassadors track an average of 140 inquiries within a 12-hour time period.

The occasional “odd incident” does incur at the information booths. Ambassador Melba Taylor remembered one such incident when a man in his hospital gown managed to wander into the airport. He complained to her that his arm was “itching” and as it turned out, he still had his IV in his arm and ripped it out in front of her. Ambassador Taylor remembered from an Ambassador training meeting with security that blood stoppage packs were located throughout the airport. She quickly got a pack and located and informed the Houston Police Department who were able to assist the man and get him the attention he needed.

In its 2018 report, leading global air transport rating organization Skytrax reported that Hobby should “consider improvement to the information counter product as necessary to provide a better standard of visual presentation. This would increase visibility for all customers.” Skytrax ratings are determined through direct and professional analysis of industry quality standards and the HAS vision is ultimately to provide customers with a 5-star experience. 2018 marked the third straight year Hobby Airport earned a 4-star rating, and George Bush International Airport also received its first 4-star rating.

Booth services are so important to the care and comfort of the customer. Hobby continues to put customers’ needs first.