George Bush Houston Airport: How to connect with customer service

Comments

1. Ericka on February 12, 2020

   My mother and preteen daughter flew into Houston Bush and I had requested wheelchair assistance due to the long walk between gates and the short time to get there.After the plane landed a few minutes early, the ABM worker was there. Initially they didn’t have my mother listed on their pad. Then they pushed my mother only so far before they transferred her to another ABM worker who then transferred her to a third person. That person had no sense of urgency as the time between each leg was short as I stated before. By the time she got to her connection gate, they had closed the doors. Now my mother was stuck there for 5 hours. The employee took her to the United Customer Service Counter, only to leave her because she was being called by her “boss”. SHE NEVER CAME BACK FOR HER!! No one checked on her, no one offered any food vouchers, not even an apology!

   I flew back with my mother and the same thing almost happened again. They were disorganized. There were three people there trying to decide which person would take her to her connection. Once they figured it out, they then had to check in at their “station” and transferred her to a 2nd person. This time, I refused to allow them to transfer her to a third person. The lady who assisted us took us all they way to the gate, and stated she wasn’t supposed to. They apparently cannot take a passenger beyond a certain point and then have to transfer them. Their entire system needs to be overhauled. Some of the ladies seem to care more about their persona appearance than customer service. I am truly disgusted with the entire organization. The said part is this is the only outlet that I found to lodge a complaint and even this probably won’t be acknowledged or looked at.

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2. Chris Sharples on July 24, 2019

   The security in terminal c is an absolute joke, having just missed my flight I will use the spare time to vent my frustration. Firstly when asking an abm employee for information who was stood at the entrance to security, I was forced share my conversation with her ‘boo’ who she was on the phone to asking if they could bring her some food this took about 10 minutes. Secondly, security only had one person checking ID and boarding passes, this resulted in a 20 deep line takings about 45 minutes, then the baggage check just wasn’t moving, for very long periods, I’m not sure if they had given the job to the new guy but the pace was unbelievably excruciating, finally, gate c9 was about a 15 minute run to get to. When I finally arrived at the gate sweating and out of breath I was told my seat had already been given to a stand by. Yes I should get to the airport earlier but there is no way any of that should have taken as long as it did, unfortunately I had a cheap ass Uber driver who refused to take the toll road claiming his way was better, when I corrected him and said cheaper he went in a mood. Anyway, rant over, points to take, keep your staff off their phones when they are working, someone tell security that people have planes to catch, if hates are a 30 minute walk from security perhaps let them know somehow in advance.

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3. Judy Skinner on December 30, 2017

   There are a lot of positive things to say about your airport. It is very clean, staff are friendly and helpful, plenty of electric carts and wheelchairs for disabled or elderly passengers.

   That said, two things stood out during a three hour layover yesterday. One was the distance to bathrooms. It was quite a hike from United’s Gate C1 to the nearest restroom, which always had a long line and farther still around past the food court to the next nearest one. For passengers like me, with any mobility issues, this is pretty challenging. I also saw several ladies walk into the pet relief areas before realizing it was not a people restroom.

   The other issue is that there is not enough room in the gate area for passengers to line up without spilling out into the main walkway. Seating is adequate for waiting if you include the charging station seats, but once people line up to board, it is really tight.
   There also is no dedicated line for pre-board passengers to gather. Some late arrivals to the gate just merged in with the pre-boards because it was a moving group when they arrived. By then it was so crowded they could not see their assigned group’s line.

   Every time I saw a flight boarding, this overflow caused congestion for the electric carts trying to pass. (It would also be helpful if the electric carts could be parked if out of service or waiting near an inactive gate and NOT by an actively boarding.) gate.)

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4. Lydia on January 11, 2016

   I was asked to send this to the Airserv person but the d-mail will not let me send it to the person so here it is.
   Sorry this took so long to get this to you, but due to the situation my mother and myself did not get home until Thursday mid morning to fly out again Friday at 06:30 to New Orleans and back home on the 10 th. On January 6th my mother and myself few from Dallas to Houston on United Airlines. Our plane was detained on the tarmac for 30 minutes. It took a few minutes to debark. My handicapped mother and myself were seated in the very last seat ( we were not allowed to choose seats). One of the stewardesses said she would let them know we had landed and were on our way. When we got out of the plane we did have a wheelchair available. We were offered a ride on the ” golf cart”. From the day before I knew we would not make the next leg if we waited to ride the cart. I ran pushing my mother from concourse C to concourse B. When we received there we were told that they were still boarding and we were allowed through. I rode the elevator to the bottom floor and ran to the gate only to be told we had missed the flight. The plane was still parked at the gate. We were from 5-10 min late. We were compensated for the evening meal and the hotel and Donte Williams allowed us to use the airlines wheelchair for my mother’s extended stay that night. We were not however compensated for the extra $18 it took us to get her car out of the airport due to the missed flight. I do understand that things happen, but had I not been told that they would let the next leg know we were coming (late 5-10 min) ran to catch the next flight ( I was wheezing due to asthma ) I would not have been so irate at the counter. I was however booked on the earliest flight home

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5. Charlotte J. Lucero on December 22, 2015

   I would like to give a shout out for the wonderful service my husband and I received on Fri. Nov. 13, 2015. We arrived in the early afternoon from Panama on our way home to the Los Angeles airport. We had less than an hour to get from one terminal to another and go through customs. The airline (United) called ahead and had two wheel chairs waiting when we disembarked. Two wonderful ladies pushed us in a very professional and expedient manner from one place to the next. Their names are BRITTNEY and ROSE. PLEASE give them a hug for us and name them Employees of the Year! They were the “icing on the cake” after an enjoyable week long trip to Panama. In fact, we got to our final gate before the other eight in our group!

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6. Arnold on June 23, 2015

   Not sure what is happening but I have regularly picked up family members here for the last 8 years and have never seen this so ridiculous. My Daughter has flown in on British Airline’s flight 195. Suppose to land 2pm landed at 2:30 which is ok. It has now been 1 1/2 hrs and she is still in line for luggage. It took her right at an hour to get thru customs and has been in line for luggage for 30 min and they are saying it may be another 30 min or so. You have 5 or 6 guys outside to make sure nobody stops in terminal E. They are making sure their priority is making sure nobody stops instead of making sure people are getting picked up. Not sure if it’s just a Terminal E problem because I am usually picking up at C for United.

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