Houston’s Hobby Airport prepares for opening of international concourse

William P. Hobby Airport is testing the operational readiness of a new five-gate $156 million international concourse in preparation for opening in mid-October.

In preparation for opening on 15 October 2015, Houston’s Hobby Airport invited more than 200 volunteers to represent international travellers during a simulation to help test processes and procedures at the new concourse.

The ‘passengers’ were given mock passports and unique scripts that specified their type of travel to the airport, mode of check-in and flight number. Scenarios included ticketing and check-in exercises, security screenings, baggage checks and the customs and immigration process. The volunteers were also asked to locate various concessions and other amenities.

Hobby Airport invited more than 200 volunteers to represent international travellers

Leading the project’s activation of the Houston Airport system, General Manager Jesus Saenz said: “The simulation event provided us with valuable feedback on how passengers will navigate through the international arrivals and departures process at Hobby Airport. The simulation provided us an opportunity to identify and resolve any possible issues on opening day.”

‘Passengers’ were asked to complete a satisfaction survey to identify areas needed for improvement. Commenting on the results, Customer Service Manager Gabrielle Dirden said: “We are happy to say that we received an 85.43 percent approval rating from volunteers who participated in the simulation event. With this feedback we are able to address issues that were noted in the survey.”

All airport stakeholders were involved in the simulated event including airlines, concessionaires, U.S. Customs and Border Protection and the Transportation Security Administration.