Passenger Satisfaction Scores Soar at Houston Airports

Passenger Satisfaction Survey highlights the Houston Airport System's commitment to enhancing the passenger travel experience

Jan. 16, 2015


HOUSTON, TX – Providing excellent customer service is one of the Houston Airport System’s (HAS) top priorities, and recent survey results show passenger satisfaction is at an all-time high. 

According to a recent passenger satisfaction survey conducted by Phoenix Marketing International, both George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) observed significant increases in Overall Passenger Satisfaction scores in 2014. The survey results for 2014 revealed that 78 percent of passengers were quite satisfied with their overall experience at Bush Intercontinental—a 10 percent increase over the previous year.  The uptrend continued at Hobby Airport with nearly 9 out of 10 or 86 percent of passengers being quite satisfied with their overall experience. The improvement in scores were driven by several factors including improved customer service and capital investment projects such as new signage leading into the airport, faster and more reliable free Wi-Fi throughout the airport as well as terminal improvements.

“Our entire team worked extremely hard in 2014 to implement numerous improvements designed to enhance the overall customer experience, ranging from free Wi-Fi service to major infrastructure projects,” said Houston Aviation Director Mario C. Diaz.  “The results of this survey are incredibly encouraging because they indicate that we’re on the right track and our customers are responding to our efforts.”

HAS implemented several projects aimed at enhancing the travel experience for passengers over the last year:

-In November 2013, HAS launched the Houston Friendly Service Standards — a set of standards that all employees working at Houston Airports must adhere to. The six-hour mandatory training covers everything from appearance to behavior and service. Over 1,500 employees have completed the airport-wide course in 2014.

-In early 2014, HAS unveiled new roadway signage at Bush Intercontinental Airport to enhance way finding to the terminals and parking areas.

-In August 2014, HAS converted 724 uncovered spaces in the economy parking lot at IAH to covered.  The ecopark lot at Bush Intercontinental Airport now offers more than 1,650 covered spaces for customers who prefer to park their vehicle in a shaded area.

-In September 2014, HAS rolled out a much faster and free Wi-Fi network at both airports.

-In October 2014, HAS rolled out new seating to provide a relaxing space near the ticketing counters located at Terminal D. HAS purchased and installed area rugs and lounge seating with convenient outlets for charging devices.

The survey reveals that these changes were helpful for HAS customers. More than 91% of passengers at IAH were quite satisfied with the Airport staff at IAH — an increase of 17 percent over last year. At Hobby Airport, 94 percent of passengers were quite satisfied with the airport staff. In addition, 83 percent of passengers were quite satisfied with the road signage immediately leading into the airport—an increase of 12 percent over 2013. The survey also reported that 86 percent of passengers were quite satisfied with the signs to parking—an increase of 15 percent over the previous year. The launch of Free Wi-Fi scored well with passengers —jumping by 19 percent over the previous survey. 

A total of 12,015 passengers at IAH and 2,414 passengers at Hobby were randomly selected and interviewed March through November 2014. Surveys were conducted all days of the week and during all travel times of the day. Passengers were asked to rate the respective airport on different aspects of service.