Houston’s William P. Hobby Airport (HOU) was selected, this year, as the top-pick among travelers in the United States who were surveyed by J.D. Power and Associates for an Aviation Week traveler satisfaction report. Airports were divided into three separate categories: large (30 million or more passengers per year), medium (10 million to less than 30 million passengers per year) and small (less than 10 million passengers per year). With more than 8.2 million passengers served in 2005, HOU was rated under the category of small airports.
Customer satisfaction was based upon eight factors: airport accessibility, check-in/baggage check, security check, terminal facilities, food and beverage, retail services, baggage claim and immigration/customs control.
For Hobby passengers, the determining factor in selecting the airport as their favorite was the airport’s terminal facilities, the study revealed.
“Nothing is more important to us than customer satisfaction,” HOU Airport Manager Mary Case said. “Everything we do here is geared toward making sure the customer experience at Hobby Airport is a pleasant one. Knowing that the traveling public appreciates what we do is very rewarding.”
In the same study, Houston’s largest airport, Bush Intercontinental (IAH) came in at the top-third of large US airports, at number five, for overall customer satisfaction. Houston-based Continental Airlines, IAH’s primary carrier, was rated the number one traditional network airline in the nation for customer satisfaction.
Hobby newcomer, JetBlue Airways meanwhile was selected as the number one low-cost carrier airline in the country for customer satisfaction – Southwest Airlines, which also operates out of HOU, came in at number two.
Source: Houston Airport
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