National Volunteer Week was observed  April 17-23  to promote and show appreciation for volunteerism across the country. Houston Airports said “thank you” to each of its Volunteer Ambassadors who have served as a part of the airport system’s Customer Service Team.  According to Viorica “Ella” Ghica, HAS Assistant Customer Service Manager at George Bush Intercontinental Airport (IAH), the invaluable contributions of the team were worthy of celebration and acknowledgement.  

Houston Airports has 93 Airport Volunteer Ambassadors and 11 Pet Therapy Volunteers.  

Ghica discussed their efforts and lauded the volunteers. 

“They do so much for others,” she said. “Their daily tasks are to make sure they assist customers in finding their gates, finding their loved ones – and sometimes that’s at the other airport,” she said. “They literally work all over the place and their support runs the gamut – finding the exit, where to be picked up, where to eat, where to take a COVID test, where to spend time in the airport with a long layover, what to do in our city…” 

The volunteer program has been at Houston Airports since 2000, Ghica said. Since she came onboard in 2008, she said that there are always common qualities that make for the very best volunteers. Those qualities include compassion, diplomacy, a sense of humor, and the ability to ask questions. 

“Yes, they very often need to ask questions, she said. “’How can I best help you?’” is often one of the first statements the guests hear from our ambassadors. “There are also situations where a guest doesn’t speak the language, but somehow, the ambassadors find a way to help.” 

“They do a lot - that’s why we call them ambassadors,” she said. 

After a multi-month hiatus during COVID, the volunteers are back at information booths, baggage claim levels, and walking the floors within each of the Bush and William P. Hobby (HOU) airport terminals. Their singular goal remains to help customers in need.  

Melanie Brown, Division Manager at Bush Airport, said that HAS Airport Volunteer Ambassadors help immensely by providing premium customer service to the airport system’s passengers and patrons. “They provide 5-star service and ensure that the experience in our airport terminals is one that better serves everyone. This is thanks to the quality, enthusiasm, and professionalism with which they go about their days.”  

“We’re grateful for their contributions.”  

Lynnette Campbell, Division Manager at Hobby Airport, immediately concurred. 

“Our volunteers are truly vital to the customer service operation at Houston Airports,” Campbell said. “They are oftentimes the first impression that visitors have of Houston. With millions of passengers annually, that’s a lot of first impression and we appreciate them so much. They’re outgoing, friendly, and they really love to help other people.” 

Some of the ambassadors discussed their rewarding experiences at Houston Airports. 

Billie Kay Grod said about volunteering,“It feels really good. I just wake up on the day I’m going to work and think, ‘oh, good, I get to go to the airport today’ because I truly enjoy it. I truly do enjoy coming here.” 

Cordelia “Didi” Jordan has been volunteering for six years and said she relishes the challenge. “It’s never a dull moment, and no two days are alike,” she said. “What is special about it – meeting people from all over and working with them, and just, I like helping people.” 

Oliver Frank Wright worked for the Federal Aviation Administration for 26 years as an Air Traffic Controller. After retirement, he stayed at home for a few years until his wife suggested he do something more meaningful. “I volunteered, and I love it out here,” he said. “This is fun, it takes me back.” 

Myrna Hercules agreed. “I like helping people and this is a good opportunity, and a good place to help, to assist people. I feel good; I feel satisfied after helping people. I’ve done my duty.” 

“They make us shine,” Ghica said. “I have called them our angels in the terminals. They come here to make a difference, and we thank them for shining for Houston Airports and the City of Houston.”