HOUSTON: For an airport, good customer service can mean ushering folks out the door. Weary travelers don’t want long lines at Customs, so Bush Intercontinental Airport is using technology to help shorten their wait times.
Don’t take this the wrong way, said Saba Abashawl, chief external affairs officer for the Houston Airport System, but it’s “about getting people out of here as fast as possible.”
Bush Intercontinental recently installed 22 self-service passport kiosks, which will be phased in starting this week to bring the airport total to 42 kiosks.
These Automated Passport Control kiosks are for U.S., Canadian and eligible Visa Waiver Program international travelers. Using the kiosk, they scan their passport, take a photo, answer a series of questions and submit their declaration form. A receipt is printed to show the U.S. Customs and Border Protection officer.
“International passengers are becoming increasingly savvy,” Abashawl said. “And with that comes increased expectations with the level of customer service.”
These kiosks, costing $28,000 each, including installation and maintenance, are crucial as the airport serves a growing number of international fliers but isn’t increasing the number of Customs officers, Abashawl said. Bush Intercontinental expects to set a record this year with more than 10 million international passengers.
The airport also has about 40 Global Entry kiosks, which provide expedited clearance for pre-approved, low-risk travelers. All applicants undergo a rigorous background check and in-person interview before being enrolled into the program. The application requires a $100 fee.
Abashawl said the airport could offer Mobile Passport Control by the end of the year. This enables passengers to fill out the Customs information through an app on their smartphone. Upon landing in the U.S., they select the arrival airport and airline, take a selfie and answer a series of declaration questions. They will receive an electronic receipt to show the Customs officer.
Henry Harteveldt, founder of San Francisco-based Atmosphere Research Group, a travel industry research company, said these types of technology help reduce time, stress and hassle for travelers. It also cuts back on the number of Customs officers needed.
“This is definitely a trend that we are seeing at more and more international gateway airports,” he said.
But quickly ushering travelers through the upstairs portion of Customs, where their passports are inspected and declarations submitted, is increasing traffic downstairs at Bush Intercontinental, where travelers collect luggage and Customs officers do a final screening.
“Suddenly we find ourselves in a bit of a jam with so many people coming out so fast,” Abashawl said.
Charles Perez, Customs’ port director for Bush Intercontinental, said the facility can handle up to 4,000 passengers an hour. During the busy summer months, it has seen upward of 3,000 passengers an hour.
He said upstairs has 80 primary booths, plus the Global Entry and Automated Passport Control kiosks. Downstairs has only eight exit control points.
“It creates a backlog and a funnel effect, if you will,” he said.
So the Houston Airport System is moving a wall to make the area wider. It is also adding four more exit control points, meaning 12 Customs officers can screen passengers downstairs. This expansion should be completed in mid-December.
“It’s about facilitating the travel and trade of the legitimate traveler while also providing security to the U.S.,” Perez said.
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