Message from the Executive Director of Austin-Bergstrom

A message from Jim Smith, Executive Director of City of Austin Aviation Department

Excellent Service Austin Style

Excellence in customer services provided in a uniquely Austin style is the business strategy of Austin-Bergstrom International Airport. Together, the City of Austin-Aviation Department, airlines, tenants and travel community continually work to ensure passenger safety and a convenient, friendly travel experience.

Understanding what the customer wants is key to providing great service and hearing from the customers is vital to do so. We use surveys and track and respond to customer comments received. This information is documented in a customer information system so we can be sure we are focused on the appropriate factors that drive satisfaction.

In addition to gaining customer input through surveys, the surveys also let us measure how our passengers feel about our service. The response has been tremendous.

As part of our organizational approach to customer satisfaction, service standards are used for every aspect of our business that our customers have said is important to them. Among these are cleanliness and condition of facilities, convenience of services, and quality of goods and services. We measure ourselves against these standards and have developed annual performance targets to drive continuous improvement. We hold ourselves accountable to continuously raise the bar on the quality of our service.

Although the aviation industry is going through challenging times, we believe our airport cannot compromise on customer service and traveler safety. The Aviation Dept. must use common sense and creative approaches to reduce its operating costs and generate revenue. As a revenue-generating airport, Austin-Bergstrom must make a profit to operate and pay for airport improvements. By doing so, the airport runs without burdening the City budget or tax payer. Austin's airport has operated in this fashion as a self-sustaining entity since 1982.

Our airport partners have shown confidence in the Austin travel market and we appreciate it. Airlines have shown it by adding new nonstop destinations and new airlines have begun serving Austin. Airport businesses have shown their confidence in the Austin market as well. New restaurants and gift shops continue to open in the terminal.

Most importantly, the customers themselves have shown confidence and an appreciation for the airport. Travel statistics are on the rise and through survey responses, our customers have let us know we are doing a good job.

The Austin-Bergstrom International Airport is the gateway to Austin and Central Texas. We hope you enjoy traveling through it and thank you for flying Austin.

Source: City of Austin