Behind the Takeoff: Inside the Airport Guest Services Division with Bianca Xoyamayagua-Galvan

Welcome back to Behind the Takeoff: a series about the talented and hard-working staff who keep things running smoothly here at Austin-Bergstrom International Airport (AUS). Today, we’re covering our dedicated Guest Services Division. Frequent travelers may recognize our Guest Services team by their friendly smiles and iconic blue shirts. To get an inside scoop about this incredible team, we connected with one of our Guest Services Managers, Bianca Xoyamayagua-Galvan.

What is the AUS Guest Services Program?

Here at AUS, we know that while the passenger experience can be exciting, it can also be overwhelming or stressful, too. That’s why Guest Services is here to help. This team answers questions, gives directions, and helps manage lines and crowds. You can always spot Guest Services by their blue shirts, and you’ll find them stationed at key areas like security checkpoints, visitor’s and information centers, concourse exits, the International Arrivals customs area, and mobile podiums across the terminal.

Besides serving as your helpful guides before you hit the skies, Guest Services is always working on ways to improve your experience at AUS. They often host interactive events during various holidays and special occasions, and they are the ultimate collectors of passenger feedback. As the team with the greatest amount of passenger interaction, their experiences, feedback, and knowledge are vital when planning for the future of AUS. Guest Services also manages programs like our Sunflower Lanyard Program, which provides services to people with hidden or invisible disabilities, and our Airport Ambassador Volunteer Program. 

What is the Airport Ambassador Volunteer Program and how do you join?

Located at our Visitor’s Information Centers on the Baggage Claim level, our Airport Ambassador Volunteer Program provides travelers with directions, additional info, and even recommendations about local points of interest. Volunteers also get some great perks, like free parking at the airport, and appreciation events like lunches and trips to different points of interest around Austin – which helps them share valuable tips with AUS passengers! 

Want to learn more? Visit our Airport Ambassador Volunteer Program website here, and sign up by calling 512-530-6302 or emailing VolunteerAtABIA@FlyAustin.com. Volunteers must be 18+ years old and able to commit to at least six months with the program.

What goes into helping travelers have a positive experience? 

Our Guest Services team stays on top of everything that’s happening at AUS. Whether it’s staying aware of shifting airport operations on busy days or handling airline disruptions, they are well-versed in all processes and procedures. They assist lost customers, provide language assistance, help address safety incidents, and coordinate across AUS to keep lines moving smoothly. Guest Services helps ensure AUS runs efficiently, all while sporting a friendly smile.

2024 Guest Services Valentine’s Day event

How does Guest Services track customer feedback?

Customers can share feedback with the Guest Services team verbally while at AUS, by email at AirportInfo@FlyAustin.com, or by filling out comment cards available throughout the terminal. These cards can be given to anybody on the Guest Services team.

Guest Services takes feedback very seriously – kudos, concerns, and everything in between. Your feedback helps them find even more ways to improve the travel experience for everyone, so rest assured, they always want to hear from you!

No matter how you reach out, Guest Services aims to respond within 24-48 hours. And if they can’t address your questions, they’ll keep you posted about directing your feedback to the right place, and you’ll have ten days to follow up. 

AUS also participates in the Airport Service Quality (ASQ) program – an airport quality survey that measures passenger satisfaction. This program helps identify passenger experience concerns and potential improvements.

How has customer feedback shaped AUS?

One outstanding example is our AUS Mobility Assistance Lounge, developed in response to valuable customer feedback regarding the challenges faced by travelers in wheelchairs, those with disabilities, or those experiencing mobility issues while traveling at AUS. The Mobility Lounge helps make the travel experience as easy as possible for our customers. It provides a space where people can wait for wheelchair service more comfortably, and get help or directions to airline mobility services.

AUS Mobility Lounge

How do high-volume travelling days (like holidays and big events) impact the day-to-day for Guest Services?

High volume days are all hands on deck, for Guest Services and all across AUS. During busy events at the terminal, the entire airport works as a team. Our AUS Response Team, comprised of staff from divisions across AUS, supports Guest Services with daily operations.

Bianca says that pre-planning for these busy times is critical to supporting additional congestion, lines, and baggage. Travelers may also be in more of a hurry than usual, and Guest Services wants to ease their journey as much as possible. Guest Services works to ensure that plenty of AUS staff can be stationed throughout the terminal to assess needs and provide clear communication and directions.
Guest Services also knows that these events can lead to some very long days – so they take care of the team and make sure everyone is ready to be on their feet and respond to anything that arises.

Guest Services staff support Eclipse travelers, April 2024

What is your favorite part of your job?

Bianca loves people, and she has always been passionate about customer service. About five and a half months ago, she came to AUS from a public-facing role with the City of Austin Parks and Recreation Department. Bianca loves seeing people and helping them – and here at AUS, she not only gets to connect with our Austin community, but she also gets to serve people from around the world. She never gets tired of walking around the airport and seeing people coming home to Austin, or who may just be stopping in.

Bianca loves being able to provide assistance to our customers with a warm face, and she loves that our Guest Services team brings this same commitment to customer service to their work every day. 
What does it take to thrive as a member of the Guest Services team?

Bianca says that in Guest Services, you need to be caring and personable. When passengers are greeted with a smile, they know that they can approach you with questions and that you'll go that extra mile to take care of them.

You also have to be very flexible and adaptable. AUS is a very dynamic environment, and it is constantly changing – so Guest Services must be ready to respond.

Finally, Bianca said that strong communication is key. Guest Services communicates with people from diverse backgrounds, cultures and abilities every single day. Strong communication helps provide that same excellent customer service to every person that we encounter.

Thanks to Bianca and the whole Guest Services team for going the extra mile to take care of our AUS customers. Stay tuned for even more behind-the-scenes insights in our next “Behind the Takeoff”!