CUSTOMER SERVICE General Manager – George Bush Intercontinental Airport Carl D. Newman, AAE
CUSTOMER SERVICE INITIATIVES • Evolving customer service to a new standard of excellence. • Valet Parking in all terminals parking garage • Courtesy Carts in all terminal parking garage • Customer Service training for taxi drivers • Public Access Videophone in all terminals • New Power stations terminal D • Checkpoint Wait times display
Customer FeedbackReceive and respond to: • Phone Calls • Website • Monthly Tracking Matrix • Comment Cards • Emails • Letters • Mayor/Director Referrals
Improve & Enhance Customer Feedback • Introduced “You Matter” Campaign • Index cards at information and parking booths • Installed comment card holders in our terminals
International Customer Service Initiatives • Our goal is to clear 80% of passengers through U. S Customs Primary within 30 minutes or less. • Global Entry • One Stop • Special Service Representatives • Signage Improvement
Airport Volunteers Our volunteers are committed to meeting the needs of our customers by providing them a unique and pleasing experience by anticipating their needs and exceeding their expectations. Volunteers: 52 Work: 4 hours a week minimum Locations: Airport terminals and U. S Customs Special Events: At airport or community events
Temporary Exhibitions • Our temporary exhibitions provide a glimpse into • the City of Houston’s unique art and cultural life. • These exhibitions change throughout the year to enhance the traveling experience for those visiting our airport.