The Liberty Gazette
August 8, 2023
Ely Air Lines
By Mike Ely and Linda Street-Ely
Skytrax launched its first global customer satisfaction survey in 1999. Their work has become a quality benchmark in the airport industry, surveying travelers at over 500 airports and handing out “Top 100” awards in over 22 categories. These are passenger choice awards, so they focus on airports with commercial passenger service. Airports such as Bush and Hobby, but not Liberty Municipal. Still, we believe there’s something in this for everyone, for every airport manager, because we can all seek new ideas and aspire to greatness.
A long list of survey topics covers facilities, prices, and services ranging from an airport’s website and app to their public address system for boarding and other calls. Every aspect that reaches the customer is surveyed and ranked.
The best all-around airport for 2023 was awarded to Singapore’s Changi Airport. They have been voted #1 for 9 out of the last 11 years. Tokyo’s Haneda Airport is consistently voted the cleanest airport in the world, and the Istanbul Airport has been named this year’s “World’s Most Family Friendly Airport.”
Seattle’s Sea-Tac is the highest-ranking U.S. airport, landing at number 18. But two major Houston airports each bumped up one spot over last year, with Hobby arriving at #32 and Bush at #35. Within specific categories, Houston Airport System (HAS) clinched an historical Number One spot for a brand-new category, “World’s Best Art in an Airport” in 2023.
HAS has a remarkable defined art program. With more than 350 pieces on display, it’s one of the largest public art collections in the global aviation industry. Appraised value: $28 million. We’ll suspend the discussion of use of taxpayer money for now, but rest assured it has not escaped us that the city of Houston is doing something entirely different than encouraging students to submit their best work. Mario Diaz, Director of Aviation for Houston Airports, likes to pair the magic of flight with the magic of art, where celebration of the two is greater than the sum of their parts. The city made an effort to support a few artists during the height of the biological warfare deception by commissioning 10 major permanent works. They also have the only airport artist-in-residence program.
In addition to visual art, music is noteworthy in Houston’s airports. The group Harmony in the Air moves around to perform on stages at all terminals at Bush and Hobby. We were pleasantly surprised and enjoyed their music last December as we headed out for Christmas break.
On a slightly smaller but no less important scale, the Texas Department of Transportation’s Aviation Division recognizes significant efforts by airport managers and sponsors (cities and counties) for general aviation airports. In April, Tradewind Airport in Amarillo was named “Airport of the Year,” and Robert Vargas, who manages the Andrews County Airport, is this year’s “Airport Professional of the Year.”
Whether striving to offer the best shopping or dining, the lowest costs, or best security, recognition encourages people to do their best and feeds enthusiasm for these goals.
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