North Austin News

Welcome back to "Behind the Takeoff," a series highlighting the dedicated staff at Austin-Bergstrom International Airport (AUS). Today, we focus on the Guest Services Division. Frequent travelers may recognize this team by their blue shirts and friendly smiles. To learn more, we spoke with Bianca Xoyamayagua-Galvan, one of the Guest Services Managers.

The AUS Guest Services Program is designed to assist passengers through various stages of their airport experience. The team provides directions, manages lines and crowds, and hosts interactive events during holidays and special occasions. They are stationed at key areas such as security checkpoints, information centers, concourse exits, the International Arrivals customs area, and mobile podiums across the terminal.

Guest Services also manages initiatives like the Sunflower Lanyard Program for individuals with hidden disabilities and the Airport Ambassador Volunteer Program. The latter is located at Visitor’s Information Centers on the Baggage Claim level and offers volunteers perks such as free parking and appreciation events.

“Our Guest Services team stays on top of everything that’s happening at AUS,” said Bianca Xoyamayagua-Galvan. They assist lost customers, provide language assistance, address safety incidents, and ensure smooth operations throughout AUS.

Customer feedback is crucial for continuous improvement. Feedback can be shared verbally at AUS, via email at AirportInfo@FlyAustin.com, or through comment cards available in the terminal. The team aims to respond within 24-48 hours.

One notable outcome from customer feedback is the AUS Mobility Assistance Lounge. This facility was developed to support travelers with mobility issues by providing a comfortable waiting area for wheelchair services.

High-volume travel days require extensive pre-planning from Guest Services to manage additional congestion effectively. During busy periods like holidays or major events, staff from various divisions support daily operations to maintain efficiency.

Bianca Xoyamayagua-Galvan joined AUS about five months ago from a public-facing role with the City of Austin Parks and Recreation Department. She values connecting with both local community members and international travelers.

In her view, thriving in Guest Services requires being caring and personable, adaptable to dynamic environments, and having strong communication skills to interact effectively with diverse passengers.

“Thanks to Bianca and the whole Guest Services team for going the extra mile to take care of our AUS customers,” concludes our feature on this vital division. Stay tuned for more insights in our next "Behind the Takeoff."