Flying and Chilling With Chester Williams of Guru Airport Services
Photo courtesy of Guru Airport Services
Flying in and out of Bush Intercontinental Airport, or any airport for that matter, is a privilege we often take for granted. From booking the plane ticket, to happily dancing on the inside because we avoided the bag search, it’s all a part of the air travel experience.
But for Chester Williams of Guru Airport Services, this is everyday life. He’s on the outside looking in, righting our airport wrongs, and has a keen focus on the airport etiquette, or lack thereof, that we simply don't consider while flying.
It was an honor to sit down with Chester, listen to his backstory, and discover how he became the airport preparation and planning expert he is today.
Before we dive in, I want you to understand that Chester knows his stuff. There’s no guessing, no fluff. He’s live and direct, which I admire.
The Interception By Hurricane Katrina
Chester, known as The Guru, is a successful husband and father of three from New Orleans. Let’s not cause any confusion. When Chester says he’s from New Orleans, he means it. He was born and raised in NOLA.
He was living his life when it was suddenly intercepted by Hurricane Katrina, on August 29, 2005. Chester remembers how this catastrophic event took place, down to the second he was rescued.
“We were stuck in the hospital for about a week until we got rescued. ”
“My mom is an RN, so she couldn’t leave the hospital. And my dad stayed in the house.
We got rescued on Saturday morning about 12 am by the Army trucks. They rescued us, and took us to Zephyr baseball stadium.
I don’t even know if they still have that baseball stadium anymore. But at the time it was the baseball stadium.
There were different greyhound buses to go in different directions -- Atlanta, Florida, Dallas, Houston, LaPlace or Alexandria. We went all the way to Alexandria.”
“So what happened once you got to Alexandria?” I asked.
“We were on a campground. We stayed there for a month. In October, we moved to Conroe and lived there from ‘05 to Feb ‘08. Then we moved to Spring. I graduated from Spring High in ‘09.”
“That’s crazy that you still remember the time frame,” I said.
“I was 15 and just starting high school. I remember it all. I remember it like it was yesterday. ”
“I didn’t even realize how young you were. This had to be a unique situation,” I said.
“I’m just so used to preparing and putting stuff up high just in case,” he responded. “Most of our houses in New Orleans are 3 feet high and every house has steps.
So, I’m used to going back home after 2 or 3 days. But this was a little different. This was longer than I ever expected."
You couldn't have expected to have to leave home this way and come to Texas," I said.
“I didn’t expect to be here. My kids are from Texas. I never thought I’d be in Texas.”
Using Work Experiences As Leverage To Gain Business Know How
Photo courtesy of Guru Airport Services LLC
Chester enlightened me about his employment opportunities after high school. He worked in retail, sales, and the food industry, to name a few. You may be surprised to hear that he helped open a Goodwill location in Spring.
“My first job was at Goodwill Industries. A lot of people think Goodwill is donation based, but it's actually a retail store. The stuff you donate, they sell it.
I worked at the retail store in Spring right next to Splashtown for 3 weeks.Then, I moved to the Rayford and Sawdust location on I-45. From putting together coat racks to moving stuff, I opened that location. I was there for a couple months and I got other jobs to try to make more money.”
Chester has a vast amount of employment experience. He’s done door-to-door sales, seasonal work at Toys R Us, and even worked with CSC Corp. It’s amazing that he can use each of these experiences to build his business.
“Each job I’ve worked opened my mind to have a better insight on the outside looking in.”
IAH Is Where The Story Begins
Chester began his career with the Houston Airport System at George Bush Intercontinental Airport in 2011. He worked as a floater in the restaurant and hospitality industry.
“I worked in different locations within the airport for the same company. I took over people’s stations and allowed them to have breaks and lunches.”
“I also helped busy spots during high peak times. I would sometimes go to different terminals to help and cover shifts where restaurants were short staffed as well.”
Chester provided a list of some of the bars and restaurants he worked at within different terminals and gates of the airport:
Terminal A North - Fuddruckers, Schlotzsky’s, Pizza Uno, Seafood bar outside security.
Terminal A South - Chili’s, Panchito’s, Pizza Uno, Stadium City
Terminal B - Peet’s Coffee
Terminal C - Bubba’s Bayou City Grill and Chili’s To-Go
“When needed, I would also help out at Terminal D. We didn’t have any places in Terminal E, but that didn’t stop me from exploring the airport,” said Chester.
A Restaurant Is a Restaurant, Even In The Airport
Photo courtesy of Guru Airport Services LLC
Seeing how Chester began his airport career in restaurants, he understands how the microwave society we live in comes into play.
“A lot of people have a high expectancy when it comes to being in an airport restaurant,” he said. “But people don’t comprehend that they should expect the same service they'd get streetside.”
“If you’re flying and you go to a restaurant, expect restaurant minutes. Don’t expect the airport to do it in 5 minutes. They still have to make the food.”
“What are some of the things that people do wrong at airport restaurants?” I asked.
Chester said, “When you choose your own table, you are potentially slowing down your service. Each server has a dedicated amount of tables that they have in each section.
The hostess’ job is to seat people according to those tables. That way everyone has their share of customers and it’s efficient.”
“I never would’ve known this,” I said.
“I was a host at one point,” Chester replied. “The host controls the flow of the restaurant. Think about it. Everybody loves to sit by the window or near the planes.
That’s always a hot spot, but if everybody sits in the same spot and I fill up all the tables at once, how long is it gonna take for everybody to get their drink?”
“A long time, I’m sure. But we don’t know that,” I replied.
“Y’all just coming to eat,” said Chester. We both laughed.
“I know the customer service side of it as far as the expectancy.
“People want everything quick, but people don’t have the patience. A restaurant is still a restaurant.”
“True. If we’re spending time in the airport, we’re gonna eat,” I replied. He clapped back:
“Y’all make time to eat but you won’t make time for this $500 flight.”
I laughed so hard that I was about to fall out of the chair. Now you see what I mean when I said he’s live and direct.
Preparing Guru Airport Services For Takeoff
“So, let’s get into your business. How did it get started?" I asked.
Chester explained, “Working in the airport and seeing people miss flights. I’ve seen grown people cry because they missed their flight.
“Whether there is something on their part or whether it’s something with the airline, there’s certain things that can be avoided with better preparation.”
Chester informed me that he’s going to school for psychology and showed me how it ties into his business.
“Being in the airport is like doing mini case studies in my head. With the business I’ve created, it falls into place with me loving psychology and the study of sociology as well. ”
The gears started churning in my brain as I leaned back in the chair and adjusted my glasses.
“I deal with people and their body language,” said Chester. “I see how they react and if they listen, or why they don’t listen.
Working at the airport is like doing a few psychology and communication classes. I know when you’re not listening and I can tell how you’re answering the question based on your body language.”
Chester has witnessed several accounts of airport mishaps and has a full collection of stories from his colleagues like gate agents, TSA agents, and other airport workers.
He gave a brief rundown of some of the incidents he’s seen in the airport:
Missed flights due to people talking to each other
People falling asleep at the gate
People running in the airport at the last minute
“What some people don’t understand is that if the gate door closes, it’s not opening anymore 99% of the time,” he said.
“So, it’s not like Home Alone when the family ran up to the gate and the lady opened the door?” I asked.
“Airlines lose money when they’re late. That’s why when the doors close, that’s it. ”
“When I was closing my restaurant once, I saw a rare case where the gate agent opened the door for a guy. The bridge was detached and they reattached it for him.
That’s nothing that happens everyday but I’ve witnessed certain things. It depends on the situation."
The Goal of Guru Airport Services: Cut Your Airport Time In Half
Chester’s goal is to maximize your time in the airport.
“I want to help people be more efficient before they get to the airport. You need to have the knowledge before you leave home, so you don’t come to the airport with your anxiety level on 10.”
One way of helping people save time in the airport means showing people airport signs and how to use them.
“I even teach people how to read airport signs.”
"So you're teaching people too?" I asked.
"I'm teaching people as I go. And trust me, there are people that can’t read the signs on how to get to their gate,” he replied.
“But there’s no airport tour,” I said.
“I might be biased since I work at the airport,” Chester proclaimed. “But it’s similar to a mall. It’s just a bigger mall with more signage to help you out."
“That’s a great way to look at it. What’s the toughest experience of all when it comes to flying?" I asked.
“The most frustrating part about flying is checking in at the counter if you need to and getting through security. You can always get someone to point you in the direction of getting to your gate.”
I informed Chester that I experience anxiety as my flight date arrives. The packing and making sure all my stuff fits is a pain. It really kicks in as I approach security. I stand in line wondering if my luggage is okay.
“Do you think anxiety plays a factor in preparing for flights?” I asked.
Chester responded, “It plays a role depending on the social norm of the type of knowledge that you have with getting through security, based off of previous experiences.
“Anxiety can be alleviated by asking a question. That way you can prevent it from happening next time.”
“Anything else?" I asked.
“Also, having patience is key and making time, he responded. “When people have time, they’re more patient. The average time to get through security is about 12 and 20 minutes depending on the size of the airport. Pre-check says its national average is 10 minutes.
“I want to cut the wait time in half for both TSA Standard Lane and the TSA Pre-Check Lane.”
Take The Airport Etiquette Class to Stay Ready
Photo courtesy of Guru Airport Services LLC
Chester explained the Airport Etiquette Class he offers through Guru Airport Services. The Airport Etiquette Class includes:
Packing strategies
Check-in strategies
Packing techniques
Airline knowledge and research
How to find shorter lines
How to get through security efficiently
“I teach people to prepare on their own, so they can rely on themselves in opposed to depending on workers and people that they encounter at the airport,” he said.
The airport preparation and planning class is less than 2 hours and can be arranged virtually, at his office location, or Chester can go mobile to bring the services to you.
“I can do the whole class in the comfort of your home. I talk about travel programs, such as Global Entry and TSA Pre-Check. I also talk about the airline programs, advantages, and credit cards to help you upgrade your status.”
During the class, I have bins identical to the airport bins. I even show you how to put your stuff in the bin.”
“Wait.” I raised my eyebrows. “You’re showing people how to put stuff in the bin?”
“A lot of people just throw stuff in the bin. There’s a certain etiquette to it. 60 to 70% of stuff that people put in the bin can be in their bag.”
“Please, tell our readers what should go in their bag,” I said while taking notes for myself too.
“Your wallet, phone, keys, belt buckle -- all that stuff can go in the bag. Put all that stuff you have on you in your bag before you get to the table.
People still use bins for their backpacks because it fits, but you ain’t gotta put it in there.
“Less bins, less time is my motto.”
Chester defined the purpose of the bins. He said, "Unless security forces you to use a bin for all your luggage and other items, which some cities require, the airport bins are designed for three reasons:
A, you don’t have space in your bag; B, your bag can’t close properly; or C, you have something that needs to come out of the bag.
“The less you have out, the more efficient you are and less likely to lose something or get something stolen.”
“Oh snap. I didn’t even think about something being stolen while going through security, I replied with wide eyes.
“People steal in the airport,” said Chester. My security friends tell me they’ve looked at the camera and watched people go in other people's bins. It’s not an all-day thing where you have to be concerned every second you are not next to your property, but it is something to be aware of when traveling.
They are not keeping track of that until someone brings it to their attention which they will then investigate. They are keeping track of what’s in people’s luggage when it goes through the machine and making sure every person is properly screened.
“If people know what’s best, then they would use their bag more often instead of a bin unless security requires them.”
Do you have any other services? I asked.
Chester replied, “Yes, we also have a Concierge Service.” The Concierge Service is like having a personal airport assistant. Chester gave the best scenario for the personal assistant services:
Think of a mother with kids and dad has to stay back. Dad calls me up and says, hey my wife is flying alone with 2 small children, can you meet them at the airport?
“So, what I do is set up a 30 minute consultation. I ask questions and tell you on the spot what you’re gonna do for your flight.
Then, we set up a meeting point. I help get the luggage out of their vehicle, go to the ticket counter if necessary, to check in. And, I get mom and the kids to and through security, if the airline permits it. If not, then I provide specific instructions which would help them the rest of the way. My services are detailed.”
The Best Flying Preparation Tip From The Guru
“So, what should everyone know about flying?” I asked as we began to wrap up our discussion. Chester responded:
“You might know enough to fly, but you can fly more comfortably. You can have less anxiety and be more chill.””
“Can you share a tip that will help us navigate IAH?” I inquired.
“If you’re not tied down to checking your luggage with a specific airline, you can use any terminal. If you don’t have to check any bags, you can use any terminal checkpoint to get to security.”
I sat up in my chair and took my glasses off. “Now that’s gold.”
“See, you can gain the 8 years worth of information I know in less than 2 hours by taking the class,” said Chester.
With all this information, I had to ask the question that readers want to know. “When does someone need to contact you to get prepared for their flight?”
“Soon as you book that ticket, you need to call me. It’s not hard to click and buy a ticket. It’s not hard to throw some clothes and stuff you need for your trip in a bag, but when you get to the airport, it’s a whole different ball game.”
I can’t wait to share the rest of Chester’s story with you in the inaugural issue of Kin + Dignity Magazine! We’ll discuss more about Hurricane Katrina, the research he performed to start his business and more airport etiquette tips.
Be sure to stop by Guru Airport Services’ website at the link above, and follow them on Instagram, Twitter, and Facebook for the latest and greatest travel insight.
