Does Skytrax conduct interviews with staff or passengers? What aspects of the passenger experience most concern Skytrax? How close are we to getting to 5-star status?

Those are just a few of the questions that Kathleen Boyd, Houston Airports Chief Marketing Officer, is peppered with when asked about Skytrax, recognized as the leading global air transport rating organization.

In March 2019, Skytrax awarded William P. Hobby Airport (HOU) a 4-star rating for the fourth year in a row, while George Bush Intercontinental Airport (IAH) earned its second straight 4-star rating. A typical rating of from 1 (poor) to 5 (excellent) stars is based on analysis of hundreds of assessment items.

The global airport rating system classifies airports by the quality of airport product facilities and staff service standards. The World Airport Star Ratings are recognized as a global benchmark of airport standards, developed through many years of professional experience and Skytrax specialized, qualitative knowledge of the airport industry.

Boyd affirmed that various across-the-board criteria go into the Airport ratings but one that can never be underestimated as key is “people.” “People,” she said, “will always be the primary drivers of Houston Airports’ performance as a high-quality, high-functioning organization.” In line with that, in 2018, IAH was No. 10 on the list of the Top 10 Best Airport Staff in North America.

The Skytrax audit reports for HOU and IAH further bear that out – the “people” factor was pivotal, with the two airports again achieving the twin successes that make Houston the only city in the Western Hemisphere with two 4-star rated airports. The only other cities in the world with two 4-star rated airports are Tokyo and Seoul.

“Houston Airports Director Mario Diaz has expressed many times his appreciation for the stellar work that goes on within Houston Airports,” Human Capital Management (HCM) Assistant Director Jocelyn Labove said. “Achieving 4-star status is a tremendous achievement and shows our consistency in providing a great customer experience. We’re very proud, but 4-star status is not the final destination.”

“We are focused on accomplishing the vision of establishing Houston as a five-star global air service gateway. It is only through the excellence of our people that we will reach that mark,” Boyd said. The year 2018 saw record passenger numbers at IAH and HOU, topping out at more than 58 million passengers for the first time.

The Skytrax audits at IAH and Hobby yielded extremely useful information and recommendations as Houston Airports continues to push forward. Among the comments at both airports were “Much like other frontline areas of service…staff are friendly.” The audit reports further pointed out that Spanish-speaking staff were available if needed.

In multiple categories scrutinized by the Skytrax auditors, the effectiveness of staff was a key determinant in deciding the rating. Skytrax recently affirmed the inestimable value of Airport staff in its Skytrax World Airport Awards 2019, London, brochure, which stated:

The World Airport Audit evaluates hundreds of different areas that impact the customer experience, many of which are product and facility related.

However, Skytrax are quick to point out that the final quality of an airport is largely determined by the staff.

It is an Airport’s staff’s Service that must be used to exceed the expectations of a traveler, be this through efficiency, kindness, or personal help.

Skytrax places great importance on the role of all airport staff to give passengers a positive  journey experience and this has an important role in the final ratings.

As airports and airlines seek to develop and maximise customer loyalty and repeat business, the facilities and product standards depend largely on investment and capital spend, whereas staff service requires motivation, enthusiasm, and team work. This is well quoted by Sir Richard Branson who said, “The way you treat your employees is the way they will treat your customers.”

Boyd also responded to some of the often-asked questions. She said that Skytrax does interview management-level staff regarding customer-focused projects completed since the previous audit and projected for the following year. The auditors also observe passengers extensively in our airports, and often converses with them informally. Last, the auditors discuss operational and customer service aspects of the airports with their chaperones, who are HAS airport employees.

“Skytrax sees through the eyes of the customer,” Boyd said, “and therefore focuses on customer service, wayfinding, Wi-Fi, power outlets, concessions, restroom cleanliness, informational sources such as Flight Information Display System (FIDS) and the website, kids play areas, nurseries and mothers rooms, sufficient quantities of seating as well as comfortable seating, work desks, ground transportation, lounges, and shower facilities, among others.”

“We are 2-5 years away from 5-star status, assuming we can continue our current rate of progress.”

The nearly 1,100 staff who comprise Houston Airports display tremendous dedication and commitment year in and year out. “As HOU and IAH continue the drive toward 5-star status, we recognize that our people are far and away our greatest asset,” concludes Director Mario Diaz.