Austin-Bergstrom International Airport’s Guest Services Division is integral to ensuring a smooth and pleasant experience for travelers. Bianca Xoyamayagua-Galvan, one of the Guest Services Managers, provided insights into the team’s operations and their role in enhancing passenger satisfaction.
The AUS Guest Services team is easily identifiable by their blue shirts and can be found at key areas throughout the airport, including security checkpoints, visitor centers, concourse exits, and the International Arrivals customs area. They assist with directions, manage lines and crowds, and host interactive events during holidays and special occasions.
Bianca highlighted the importance of programs like the Sunflower Lanyard Program for people with hidden disabilities and the Airport Ambassador Volunteer Program. The latter offers volunteers opportunities to provide travelers with directions and local recommendations while enjoying perks such as free parking and appreciation events.
Guest Services plays a crucial role in managing passenger feedback through various channels, including verbal communication at the airport, email (AirportInfo@FlyAustin.com), or comment cards available throughout the terminal. Feedback is taken seriously to continually improve services.
One notable outcome from customer feedback is the development of the AUS Mobility Assistance Lounge. This lounge caters to travelers with mobility issues by providing a comfortable waiting area for wheelchair services.
During high-volume travel days like holidays or major events, pre-planning becomes critical for Guest Services. Bianca emphasized that collaboration across all divisions of AUS ensures efficient operations during these peak times.
Reflecting on her role, Bianca expressed her passion for customer service. She enjoys connecting with both local residents and international visitors. According to Bianca, thriving in Guest Services requires being caring, adaptable, and having strong communication skills to interact effectively with diverse passengers.
Bianca concluded by expressing gratitude towards her team for their dedication to improving passenger experiences at AUS.
Stay tuned for more behind-the-scenes stories in future editions of “Behind the Takeoff.”
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