One of the most important strategic goals of the Houston Airport System is “Make our passengers happy,” and one industry expert says that’s happening on a regular basis — not just at one airport, but two.

George Bush Intercontinental Airport and William P. Hobby Airport both were honored with “Best Customer Service” recognition in their respective categories when the winners of the Airport Experience News awards for 2018 were announced during the final evening of the Airport Experience Conference on Feb. 27, 2019, in Las Vegas.

Bush Airport was named the winner in the Large Airports category, while Hobby Airport was named the winner in the Medium/Small Airports category. It is the first time either airport has earned the honor in the annual event.

“A big reason Houston is only the third city in the world with two airports given a 4-star rating by Skytrax is the commitment to providing everyone who comes to Bush or Hobby world-class customer service,” said Houston Aviation Director Mario Diaz. “This honor highlights that commitment, the effort of so many who make it possible, and proves that we are on the right track to both meet our customers’ needs and earn a coveted 5-star rating.”

In the awards nomination, both airports cited the all-encompassing “Houston Friendly” training program, consistent positive feedback from customers, active “Secret Shopper” programs, attention to detail and timely response to customer feedback, as well as the regular recognition of staff and tenants for their work in providing excellent customer service.

“Customer service relies on the shared commitment of the airport team and our concessions partners,” said Randy Goodman, Director of Concessions for the Houston Airport System. “This recognition is proof that strong partnerships make for strong results and will continue to drive our promise to deliver world class shopping and dining as well as world class customer service to everyone that comes to our airports.”

As well, the new Yume restaurant, managed by OTG in Terminal E at Bush Airport, won Best Airport Design. The results of the 2019 USA Today 10Best Readers' Choice travel award contest also was announced. The Breakfast Klub, located in Terminal A at Bush Airport, won the Best Airport Local/Regional Dining category. Hubcap Grill, also located in Terminal A, finished No. 6 in the online voting. Hubcap Grill also finished No. 10 in the Best Airport Grab-And-Go Dining category. Yume finished No. 9 in the Best Airport Bar/Restaurant Atmosphere category. Hugo’s Cocina finished No. 10 in voting for the Best Airport Sitdown Dining category.

Nominees for all 10Best categories were chosen by a panel of experts which include a combination of editors from USA Today and 10Best.com, as well as expert contributors. Airport Experience News worked with industry experts to vet and nominate 15 finalists in each category.

Airport Experience News is an information resource and event organizer focused on spotlighting the trends, issues and advancements that affect every point of a traveler’s journey through an airport. Known as AXN, it provides in-depth coverage and analysis of the airport and air travel industries through its print magazine, its robust website and other channels.

See a list of all the Airport Experience News award winners at this link.