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In a city built on ambition and resilience, Houston Airports proved in 2024 that the sky is not the limit—it’s just the beginning. Over the last 12 months, the 1,300 men and women who keep George Bush Intercontinental Airport (IAH), William P. Hobby Airport (HOU) and Ellington Airport (EFD) running have tackled challenges, embraced change and redefined what it means to deliver a user-friendly airport experience.Under the first-year leadership of Houston Mayor John Whitmire, who made it clear that common-sense solutions and passenger-focused improvements were a priority, Houston Airports didn't only step up—it soared.In February, Mayor Whitmire and the City Council appointed Jim Szczesniak as director of aviation for Houston Airports. In March, Szczesniak hand-selected Kelly Woodward to be the airport system’s chief operating officer. Woodward is the first woman to hold the position for Houston Airports. Both Szczesniak and Woodward have extensive experience in airport operations. In 2024, it showed.Passenger traffic surged to a projected 63.3 million travelers—a 5.5% increase over 2023. (Final passenger totals for 2024 were pending at the time of publication). From record-breaking holiday traffic to smoother curbside flows and cutting-edge renovations, Houston Airports delivered results that reflect the city’s forward-thinking spirit and no-nonsense determination.A year of bold expectations For Szczesniak, 2024 wasn’t just a year of growth, it was a year of proving what’s possible when you focus on the details that matter to passengers.“When Mayor Whitmire laid out his vision for Houston, we knew we had work to do,” said Szczesniak. “The expectations were clear—cut the traffic jams, modernize the experience and make travel simpler and less stressful. I’m proud of how our team embraced the challenge and delivered results that our passengers noticed and appreciated.”Houston Airports wasted no time making improvements. From December 20 to December 30, 1.7 million passengers traveled through Bush Airport—a 300,000 increase from the previous year. Despite this record volume, traffic conditions at the airport improved dramatically.Heavy traffic periods were down 90%, and severe congestion was reduced by 99%, dropping from 5.4 hours of gridlock last Christmas to just 2 minutes this year.“Houston Airports has made real progress in addressing challenges and improving the passenger experience, but we know there’s always more work to be done. The first step to fixing any issue is recognizing it, and I’m encouraged to see the dedication of our employees who are committed to tackling problems head-on with smart, passenger-focused solutions,” said Szczesniak. “ As a global city, Houston deserves safe, clean and welcoming airports—and Houston Airports will continue to raise the bar.”An airport shaped by people, not just projects Behind the numbers are the 1,300 Houston Airports employees who turned plans into reality. Landside agents and law enforcement worked the curbs to keep traffic flowing. Custodians maintained spotless restrooms, which earned a 25% satisfaction boost at Bush Airport and a 13% improvement at Hobby Airport. In May 2024, the Houston City Council approved $30 million for major restroom renovations at Bush and Hobby airports.“That’s the impact of smart planning and teamwork,” Szczesniak said. “We didn’t just hope things would go better—we built systems to make sure they would.” Customer service representatives, dressed in new bright orange uniforms for easy recognition, were there to answer questions and calm nerves—especially during peak holiday travel periods. “Our employees are the heart of everything we do,” said Kelly Woodward, chief operating officer for Houston Airports. “Their dedication to serving passengers—whether it’s keeping terminals clean, directing traffic, or answering questions with a smile—helped us not only meet expectations but exceed them.”Woodward added that teamwork across departments fueled the progress. “Houston is a city that pulls together, and Houston Airports reflects that spirit. We tackled complex challenges, but we did it as a team, working with Houston Public Works, Houston Police and Houston Fire, and that’s what made the difference.”Building the future Houston Airports also focused on laying the groundwork for long-term growth, investing in projects designed to keep Houston competitive as a global gateway.At Bush Airport, the new International Arrivals Curb opened in December, featuring seven dedicated lanes to reduce congestion and speed up passenger pick-ups. The Terminal D-West Pier, which opened in October, added six international gates, expanded concessions and new art installations, blending efficiency with Houston’s cultural flair.Hobby Airport is preparing for its next evolution. The $470 million West Concourse Expansion broke ground in 2024 and will deliver seven new gates, an expanded baggage claim and enhanced natural lighting by 2027. The project promises to make Hobby—already North America’s only 5-star Skytrax airport—even more passenger-friendly.  Connecting Houston to the world The focus wasn’t just on infrastructure. Houston Airports grew its network of nonstop destinations, including new flights from United Airlines to Tulum, Mexico, and Medellín, Colombia, and the launch of low-cost Zipair service to Tokyo in early 2025.Passengers also enjoyed new dining and retail options, like Fat Cat Creamery and Velvet Taco at Hobby and The Annie and The Kitchen at Bush.Technology improvements played a major role as well, with Houston Airports quadrupling Wi-Fi speeds to 100 Mbps, deploying Wi-Fi 6e, and introducing a cashless parking system to make arrivals and departures seamless with automated and expedited entry and exit into Houston Airports parking lots and garages.Recognition on the world stage These efforts didn’t go unnoticed. In 2024, Hobby Airport retained its 5-star Skytrax rating, the first and only North American airport to hold that honor. Houston Airports also earned the title of World’s Best Airport Art Program for the second straight year and achieved Level 2 Carbon Accreditation-Reduction for sustainability efforts from Airport Council International.Looking ahead Major construction projects, including the IAH Terminal B Transformation and the HOU West Concourse Expansion, are continuing at both airports. Houston Airports is committed to staying ahead of growth while maintaining the passenger experience at the forefront. “Houston deserves airports that match its status as a world-class city,” said Szczesniak. “We’re not just reacting to growth—we’re planning for it, investing in it and making sure every step forward is focused on passengers.”Woodward echoed the sentiment. “This first year has shown us what’s possible when you have the right people, the right priorities, and the drive to succeed. We’re excited for what’s next.”

Houston, a city defined by its sprawling highways, international airports and global reach, is also at the forefront of one of the most urgent battles of our time—ending human trafficking. At the intersection of millions of travelers and countless stories, Houston Airports is not just moving people—it’s changing lives. January 11 marks National Human Trafficking Awareness Day, a date that urges Americans to wear blue—the official color of human trafficking awareness—and stand united against exploitation. It’s a visible declaration of hope, and for Houston Airports, it represents action, accountability and progress.“We are more than gateways to the world,” says Jim Szczesniak, director of aviation for Houston Airports. “We are a force for good. With millions of people passing through our doors each year, we have a responsibility to protect the vulnerable and empower the community to recognize the signs of human trafficking. That responsibility drives us every day.”Houston Airports Airside Operations group poses in support of National Human Trafficking Awareness Day.A Network of AwarenessHouston Airports, which operates George Bush Intercontinental Airport (IAH), William P. Hobby Airport (HOU) and Ellington Airport (EFD), has made combating human trafficking a central pillar of its mission. In 2019, Houston Airports became the first airport system in the United States to join theBlue Lightning Initiative (BLI)—a program developed by the Department of Homeland Security to train aviation personnel in identifying and reporting human trafficking.Since then, thousands of badged airport workers have received specialized training. That number includes everyone from ticket agents to custodians, who often have the most direct interactions with passengers and the greatest ability to notice when something doesn’t seem right.The results have been transformative. In May 2022, 450 law enforcement officers, TSA agents and airport employees participated in hands-on training at Bush Airport, equipping them with tools to disrupt trafficking networks in real-time.“Innovation doesn’t just happen in technology; it happens in purpose-driven programs that protect lives,” says Kelly Woodward, chief operating officer for Houston Airports. “Our employees are trained not just to operate an airport but to serve as guardians of those who pass through it. That mindset has become part of our culture.”The Power of PartnershipsHouston Airports has gone beyond training in its efforts. Recognizing that awareness alone isn’t enough, it has become a community leader, bringing together local organizations, government agencies and survivors to build stronger networks of support.In April 2024, more than300 leaders, advocates and survivorsgathered at Bush Airport for a Human Trafficking Awareness and Prevention event. The event sparked conversations, highlighted survivor stories and created actionable plans to strengthen prevention strategies.Additionally, Houston Airports has raised more than $80,000 to support local advocacy groups that provide shelter, counseling, legal aid and job training to survivors. In November 2022, the airport system partnered with local businesses to sponsor educational programs, reaching more than 400 community members in one event alone.“Houston is a world-class city, and our airports must reflect those values,” said Saba Abashawl, chief external affairs officer for Houston Airports. “Fighting human trafficking isn’t just about catching criminals. It’s about creating safe spaces, restoring dignity and demonstrating that Houston stands against exploitation in every form.”International Services Group wears blue on January 11. Left to Right: Jane Myers, T.J. Davis, Yoana Ponce, Anabela Rice, Martha CarrizalesTechnology With PurposeHouston Airports has also invested in tools that make its anti-trafficking message impossible to miss. Across its two commercial airports,hundreds of posters featuring QR codes direct travelers to resources in multiple languages. Dozens of visual paging monitors flash hotline information, and strategically placed signs in restrooms and baggage claim areas create a private way for victims to seek help.A one-of-a-kind fumigation facility at Bush Airport serves as a crucial tool in screening cargo for illegal activity, reflecting the airport system’s holistic approach to security—both for people and goods.A Blueprint for the FutureLooking forward, Houston Airports is planning even more ambitious efforts to combat human trafficking. Members of the Houston Airports External Affairs Division regularly speak at national and international conferences, sharing best practices and encouraging other airports to follow suit. The focus is also turning toward expanding partnerships with airlines, trucking companies and rideshare services to create a broader safety net beyond the airport grounds.“Our work isn’t finished,” Abashawl says. “Human trafficking is an evolving threat, and we have to evolve with it. But what gives me hope is the determination of our team and our city. Houston isn’t just responding to the problem. We’re leading the way forward.”Why Blue MattersOn January 11, travelers passing through Houston’s airports will notice employees, passengers and even airport lights decked out in shades of blue. The campaign is called #WearBlueDay, a movement to spark conversations and amplify the fight against trafficking. For Houston Airports, blue isn’t just a color. It’s a promise—to stand watch, stay vigilant and make the skies safer for everyone.

Houston Airports and Southwest Airlines are transforming the travel experience at William P. Hobby Airport (HOU)—North America's first 5-Star Skytrax airport. The construction project, which includes expanding the West Concourse by seven gates, is turning heads and raising ceilings—literally.What’shappeningnow? As of December 2024, passengers arriving at Hobby Airport will notice open ceilings in the baggage claim area, but there's no need to worry. These changes are part of a long-term plan to create a more modern, welcoming and efficient space to meet growing passenger demand. The result? An airport that's bigger, brighter and better.Travelers need to know During construction, passengers may notice temporary changes in the baggage claim area, including open ceilings and construction barriers. However, operations will continue normally, and signage will guide travelers to their baggage carousels. Houston Airports encourages passengers to follow updates online at fly2houston.com for the latest information.Projectdetails:To elevate the travel experience, Houston Airports and Southwest Airlines are investing $470 million in the expanding Hobby Airport. Construction is scheduled to be completed in the summer of 2027. The project will: Add seven new gates for domestic and international flights, making connections even smoother. Enhance the baggage claim area with natural light streaming through clerestory windows. Improve passenger flow with two additional baggage carousels and a state-of-the-art baggage handling system. Streamline arrivals and departures with a sleek overhead canopy connecting a garage to the Departures Curb. Create more space for restaurants, retail and public art that celebrates Houston’s culture.Building on alegacy In 2015, Southwest Airlines debuted the HOU West Concourse, restoring international air service to Hobby Airport for the first time in nearly 50 years. This expansion builds on that foundation with modern design, enhanced amenities and a focus on Houston-friendly hospitality.Pardonourconstruction: Brighterdaysareahead. We understand that construction can be inconvenient, but this temporary phase is paving the way for a bigger, brighter, better Hobby Airport. We appreciate your patience as we build the airport Houston travelers deserve."As Houston's gateway to the world, Hobby Airport is raising the bar for passengers," said Jim Szczesniak, director of aviation for Houston Airports. "This project is about more than aesthetics. It's about creating a seamless and enjoyable experience from the moment passengers step off their plane to when they leave the airport."The renovations are part of a larger strategy to keep Houston Airports at the forefront of the aviation industry. From state-of-the-art baggage systems to expanded amenities and world-class customer service, the improvements at Hobby Airport continue to position it as a leader in passenger satisfaction.RELATED | Houston Airports, Southwest Airlines celebrate expansion of Hobby AirportRELATED | Houston City Council approves expansion plans for more gates, modernized baggage experience at Hobby Airport

For most travelers, airports are places of movement—hurried footsteps, ticking clocks and tight schedules. But for those passing through William P. Hobby Airport (HOU) during the bustling holiday season, one constant made the chaos a little more joyful: Etta Prejean.Over four days in December, nearly 180,000 passengers traveled through Hobby Airport, North America's first and only 5-Star Skytrax airport. While passengers navigated long lines and packed flights, Etta Prejean, a custodian with Houston Airports, turned her corner of the airport into an oasis of calm and comfort. She didn't just clean restrooms—she created experiences. And passengers noticed.A star in the spotlightEtta's outstanding service, which began when she joined Houston Airports on December 19, 2022, earned her an astonishing eight compliments submitted online by passengers between December 20 and December 23. From remarks about her "Christmas spirit" to applause for her ability to keep restrooms running "super efficiently," Etta didn't just meet expectations—she soared above them."Etta was a wonderful greeter in this restroom location. The restroom was super clean! Etta was cheerful and deserves a high five from Santa! Thank you!""The woman working the women's restroom nearest Velvet Taco this morning needs a raise! She was absolutely amazing. She greatly improved my stressful airport experience. Please thank her for all the joy she shared with travelers this morning.""Etta was amazing!! Super energy early morning and busy holiday travels.""Nicest and cleanest airport bathroom I've ever been in. Etta was so cheery and sweet, greeting everyone at 5:30 a.m.""Etta was so helpful and efficient. She kept the line moving to all open restrooms. This was such a huge help since I was short on time. Etta had a smile on her face and Christmas in her heart. She was helpful to everyone and wished them Merry Christmas to every exiting passenger. Such a pleasure to meet her.""Etta was the best! Polite and friendly. Simply the best! (To quote Tina Turner)Etta kept the airport bathroom running super efficiently, all while being very friendly and bringing a smile to travelers' faces. I never leave airport reviews, but she so deserves this shoutout!""The attendance in the women's room was so lovely, kind and professional. She greeted every guest with a smile, a great attitude and well wishes for a happy holiday. Truly an exemplary employee. I even heard another guest tell her that she made her day." A culture of excellenceHobby Airport has earned the title of Best Regional Airport in North America three years in a row, and it is custodians like Etta who help maintain its 5-Star Skytrax rating. Clean restrooms might seem like a small detail, but in a travel environment, they have an outsized impact. "Custodians are the unsung heroes of our airports," said Dawn Hoffman, director of terminal management at Hobby Airport. "Etta exemplifies what it means to take pride in every task, showing that even the smallest moments can make a big difference in the passenger experience."Peter Branch, division manager of HOU custodial services, echoed those sentiments. "Etta's energy and dedication create an atmosphere of warmth and efficiency that travelers appreciate. Her work isn't just about cleanliness—it's about hospitality."More than a clean restroomHouston Airports understands exceptional service requires exceptional people. With over 1,300 employees committed to creating seamless journeys, the airport prioritizes training and empowerment. Etta is part of a team that values clean facilities and meaningful connections with travelers, and her story reminds us that excellence is in the smallest acts. Whether offering a cheerful greeting, keeping lines moving, or maintaining spotless spaces, Etta demonstrates excellent service is both an art and a gift. "Etta's dedication proves that even small moments—like a warm smile and a clean restroom—can make a lasting impression. Her service shines as our commitment to world-class hospitality," said Branch.Etta Prejean may not wear a cape, but at Hobby Airport, she's nothing short of a holiday hero. As passengers continue to walk through HOU's award-winning terminals, they will likely carry her kindness with them—proof that even in transit, home can feel a little closer.

Houston Airports is urging all passengers flying out of George Bush Intercontinental Airport (IAH) on Friday, December 20, to plan ahead. All travelers flying out of IAH—even those on domestic flights and those being dropped off—should arrive at least three hours before their scheduled departure.Why arrive 3 hours early?-----------------------------More than 207,000 travelers are expected to depart IAH today, the single busiest day of the record December holiday travel season. Peak departure demand, combined with peak arrival demand, is creating a heavy volume of passengers between 4 p.m. and 8:30 p.m.Arriving three hours before departure ensures that each passenger has enough time to reach the airport, check in, clear TSA security and reach their gate.What is Bush Airport doing?-------------------------------Bush Airport is prepared with fully staffed terminals. Law enforcement officers and customer service representatives are strategically placed to manage traffic. All available TSA lanes will be operational. The new International Arrivals Curb is open.  However, the volume of Houstonians departing tomorrow evening is very high.Houston Airports is ready to welcome passengers who arrive early. Passengers can enjoy a touch of holiday spirit as a local high school choir performs Friday afternoon. Passengers can also enjoy the World’s Best Airport Art program and the airport dining experience—which ranks among the Top 10 best in the world. Passengers can also experience the new IAH Terminal D-West Pier, which features a child’s play area and a new sensory room near Gate D4. Know before you go:----------------------- Arrive three hours early:Prepare for heavy volumes at parking, check-in and security screening. Ensure carry-on items comply with TSA protocols. Reserve parking in advance:Guarantee your spot by reserving parking atfly2houston.com/parking. Reservations made 12 hours ahead can save time and money. Keep traffic moving:If you're dropping off a passenger, follow the “active loading” policy—pull up, unload and move along. Monitor TSA wait times:All five terminals are connected via the Skyway train or Subway. The free Houston Airports mobile app allows you to monitor live TSA wait times. If one checkpoint is busier, consider being screened at another terminal.This December, airports across the U.S., including those in Dallas, Orlando, Miami, San Francisco, Atlanta and Washington D.C, are also urging passengers to arrive 2.5 to 3 hours early due to record holiday travel demand.

At William P. Hobby Airport (HOU), one name continues to stand out among passenger feedback: Raymond Harris. Since August 21, Raymond, a senior airport service representative for Houston Airports, has received 13 heartfelt compliments from travelers who were so impressed by his exceptional hospitality they stopped to share their experiences.That may not seem extraordinary until you consider the scale—last year alone, 14 million passengers traveled through Hobby Airport. Between rushing to flights, navigating security or finding their ride after landing, most passengers don’t have a moment to spare. Yet, Raymond’s care and kindness have made travelers pause to recognize him time and time again.“Raymond with Hobby Airport was friendly, helpful and knowledgeable! He went above and beyond to help us locate an area to drop off our bags before our flight! He walked us to every place and person in order for us to find where we needed to go!  Had a wonderful personality!!! Great job!!!!!”-Hobby Airport passenger, August 24, 2024For one passenger feeling overwhelmed and lost, Raymond did more than provide directions. He walked beside them all the way to their gate, turning their confusion into relief with a reassuring smile. Another traveler, juggling luggage and stress, shared how Raymond noticed their struggle and immediately offered to help, easing the burden of a difficult day.“Raymond made our wait at Hobby Airport so much better by directing us to check our bags early for Cruise guests. He also recommended food nearby and walked us to where we needed to be. What an angel!!”-Hobby Airport passenger, August 24, 2024On October 24, one passenger described his interaction with Raymond as the “highlight of my trip,” writing, “He made us feel like we belonged, and his kindness set the tone for our entire journey.” Moments like these, often small but deeply meaningful, leave an impression that travelers carry long after they leave the terminal.“I just want to say that Raymond working down in U.S. Customs/Immigration for international arrivals was phenomenal. He was kind and made our children laugh. Above all else, he was so helpful and patient as we were trying to complete our Global Entry interviews. I have never had such a wonderful interaction with anyone in an airport before. Give that man a raise and have him train your future employees.-Hobby Airport passenger, December 16, 2024Dawn Hoffman, assistant director of Hobby Airport for Houston Airports, reflected on Raymond’s remarkable impact. “Raymond Harris represents the very best of Hobby Airport. The fact that so many passengers have gone out of their way to recognize his hospitality speaks volumes. Raymond doesn’t just do his job—he sets a standard. We are so proud of the way he cares for our passengers and makes every traveler feel like they belong here.”Raymond’s ability to connect with travelers embodies why Hobby Airport is the first and only 5-Star Skytrax-rated airport in North America and has been named Best Regional Airport in North America for three consecutive years. Hobby is more than a gateway—it’s a place where small moments of care turn ordinary travel into something memorable.“I travel often to many airports and this is by far my favorite experience. Raymond Harris offers impeccable service with a smile. He made us laugh and helped us more than we could have helped ourselves. I am traveling with a dear friend who needs a wheelchair, and the bulk of the lifting is on me. I was swamped with handling 6 bags, and he went out of his way to help us. Raymond is irreplaceable, and every airport needs people like Raymond. Exemplary service, exceptional kindness, and a genuinely good person describe Raymond perfectly. Thank you!”-Hobby Airport passenger, September 7, 2024So, the next time you travel through Hobby Airport, keep an eye out for Raymond Harris or one of his colleagues who make Houston Airports a place where travelers feel welcome, valued and cared for. And if someone at our airports makes your travel experience better, share your story by scanning one of the feedback survey QR codes near gates, restrooms or concessions, or by visiting fly2houston.com/contact. Because kindness, like Raymond’s, deserves to be shared.

Travel is full of moments—some joyful, some stressful. But every now and then, a small kindness or thoughtful space can make all the difference. At William P. Hobby Airport (HOU), passengers recently shared stories that highlight what sets Houston Airports apart: a commitment to creating not just a seamless journey but a caring one.When Leon saved the dayFor Zaria Milledge, a quick trip through TSA turned into an unexpected crisis. Her dog, suffering from an upset stomach, had an accident on the terminal floor. Anyone who’s been there—balancing luggage, a leash and embarrassment—knows that moments like these can leave you panicked.“In my panic to clean it up and find him a bathroom, I met Leon,” Milledge shared through Houston Airports’ online feedback portal. “Not only did he clean up my dog’s mess but he led me to the dog rest area.”Leon, an employee at Hobby Airport, did what Houston Airports employees are known for: seeing a need and responding with care. For Milledge and her pup, Leon wasn’t just a team member—he was a hero. Hobby Airport’s pet relief areas, thoughtfully placed throughout the terminals, give travelers with furry companions one less thing to worry about. A room for mothers, a moment of peaceFor Wendy Constance, a mother of twins, this wasn’t just another trip—it was her first time flying without them. As any parent knows, traveling without little ones doesn’t mean leaving behind their needs.“I can’t say how much I appreciated the mother’s rooms in the terminal to allow me to pump in privacy,” Constance shared. “They were clean and right next to my gate with everything I needed. Thank you!”Tucked away yet conveniently located, The Houston Airports mother’s rooms are havens for traveling moms. Equipped with seating, power outlets and the privacy parents deserve, these spaces reflect the airport’s understanding of modern family travel. For Constance, it wasn’t just a room—it was a moment of peace.Your voice shapes the journeyMoments like these—quiet assistance, thoughtful amenities and friendly faces—remind passengers that they’re more than travelers at Houston Airports. They’re guests, and their experiences matter.Houston Airports makes it easy for travelers to share their experiences. QR codes strategically placed near gates, restrooms and concessions lead passengers to the online feedback portal at fly2houston.com/contactus. Whether it’s a compliment, a suggestion or a call for improvement, every piece of feedback helps shape the airports’ world-class experience.The stories of Leon, the mother’s rooms and countless others come together to form a simple truth: great airports care about the people they serve. At Bush and Hobby airports, that commitment shines in both the big innovations and the quiet, thoughtful moments that make all the difference.Because travel isn’t just about the destination—it’s about the moments along the way.

The holiday season is in full swing, and Houston Airports is taking festive cheer to new heights with flash mob performances at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU). Designed to entertain travelers and create unforgettable holiday moments, these surprise performances feature Houston Airports employees bringing smiles to passengers of all ages.A flash mob is a sudden, coordinated performance in a public space in which participants appear to spontaneously burst into song, dance or activity. The magic lies in its surprise element—passengers watching a quiet terminal can suddenly find themselves part of a joyful celebration.At both Bush and Hobby airports, the flash mobs are bringing a festive twist to holiday travel. Passengers may spot the Grinch sneaking through the terminal or Olaf, the beloved snowman, dancing with travelers in tow. These playful performances turn ordinary waiting times into moments of delight and wonder.Adding to the holiday atmosphere, Santa Claus himself is strolling through the terminals, spreading joy to younger travelers. Passengers are invited to interact with Santa before his busiest night of the year—Christmas Eve—when he will visit homes around the world.For Houston Airports, these creative initiatives reflect a commitment to delivering a memorable, world-class passenger experience. The flash mobs and Santa sightings are more than entertainment; they’re a reminder that even in the hustle of holiday travel, the season’s spirit of joy and connection is alive and well.

On December 14, George Bush Intercontinental Airport (IAH) will open its brand-new International Arrivals Curb, a long-awaited solution to traffic chaos and passenger frustration. But before the first car pulls up, the curb has already seen hundreds of “arrivals” in a comprehensive rehearsal designed to test every element of the passenger experience.The large-scale exercise brought together nearly 300 Houston Airports employees and hundreds more who used the trial for training. For those who participated, it was more than a test run—it was a chance to step into the shoes of international passengers and help shape a world-class welcome to Houston.Testing the journey, step by step The trial, led by Houston Airports Operational Readiness and Airport Transition (ORAT), simulated the passenger experience from the moment travelers exited U.S. Customs and Border Protection (CBP) Passport Control to their pick-up in one of six designated curbside zones. Each employee received a script outlining a unique scenario, from simple tasks like walking to a pick-up zone to more nuanced challenges like navigating with pets or seeking assistance in a second language.One prompt read: “You’ve just arrived from Doha (DOH) on a Qatar Airways flight and have exited through Customs. Please locate your vehicle and walk through without any issues. Finally, please pretend to get into a vehicle waiting in Zone 1A.”For scenarios like this, the trial tested whether passengers could intuitively find their way or seek help if needed. Participants provided real-time feedback by scanning a QR code on their scripts and filling out surveys that evaluated signage clarity, staff responsiveness and overall ease of navigation.“This trial was designed to be as real as possible,” said Houston Airports Chief Operating Officer Kelly Woodward. “We wanted to put ourselves in the shoes of our passengers—whether they’re traveling alone, with family or even with pets. It’s about anticipating every need and creating an environment that is both functional and welcoming.”Every role, every challenge Employees played every conceivable role in uncovering potential challenges. Scenarios ranged from passengers needing wheelchair assistance to travelers searching for smoking areas or struggling to navigate ride-share apps in a second language. Each prompt added layers of complexity to ensure the system could handle the diverse needs of Houston’s global travelers.Equally vital to the operation was the involvement of Terminal Management, which oversees custodians and customer service representatives—frontline teams crucial to delivering a first-class experience. These employees often provide the first personal interaction passengers have upon arriving at Bush Airport, setting the tone for their journey.“The rehearsals are invaluable for our passenger-facing teams,” said Houston Airports Assistant Director of Terminal Management Andrew Czobor. “Through these interactions, our employees learn to anticipate passenger needs and build meaningful connections. The feedback we receive from these trials gives us insight into how we can deliver the best experience from day one.”The trial also represented the culmination of years of preparation for many teams involved. “This was our chance to make sure no stone was left unturned,” said Houston Airports Assistant Director of Operational Planning and Readiness Paul Murphy. “We don’t just plan for the average traveler; we plan for everyone.”Law enforcement and Houston Airports Operations-Landside Agents rehearsed managing traffic flow, while third-party vendors like SmartCarte practiced safely retrieving luggage carts under live conditions. The trial served not only as a comprehensive system test but also as a hands-on training opportunity for the hundreds of employees who will staff the curb when it opens.Feedback that shapes the future As participants cycled through scenarios, they submitted feedback to fine-tune the operation. From improving signage placement to streamlining curbside zones for private vehicles, taxis and ride shares, every detail was addressed. Adjustments were made in real-time, reinforcing the commitment of Houston Airports to creating a world-class experience.“Practice makes perfect,” said Houston Airports Senior Division Manager of IAH Landside Operations Bobby Miller. “The feedback we received from this trial is invaluable—it’s helping us ensure passengers can navigate the new curb effortlessly.”Houston’s welcome reimagined When the International Arrivals Curb officially opens, it will feature six operational lanes to improve safety and efficiency, with two additional lanes set to open in January 2025. For passengers arriving in Houston, the curb represents the beginning of their experience with the city—a first impression that the Houston Airport System takes seriously.“This curb is more than infrastructure,” said Houston Airports Chief of Operations Steve Runge. “It’s a promise to deliver the kind of ‘Houston-friendly’ hospitality we are known for—in an environment that’s as organized as it is inviting.”Experience the new curb Travelers can expect a streamlined journey, guided by clear signage and attentive staff ready to help. Drivers are encouraged to follow signs on North Terminal Road for Terminals C/D/E and, eventually, the Terminal E International Arrivals Curb. Passengers exiting U.S. Customs will find their way to the appropriate pick-up area with ease, thanks to the trial that tested every detail.

George Bush Intercontinental Airport (IAH) continues to raise the bar for travelers with the addition of two exciting concessions in the newly expanded Terminal D. Passengers can now immerse themselves in a luxury shopping experience at the high-tech iShoppes duty-free store and enjoy the bold, comforting flavors of Popeyes Louisiana Kitchen.The iShoppes duty-free store delivers more than just products—it offers an experience. Eye-catching high-definition LED animated graphics invite travelers to browse a carefully curated selection of luxury fragrances, premium spirits, and world-class brands. Designed for seamless navigation and indulgence, the store is a standout addition to IAH’s global appeal.Across the way, the unmistakable aroma of Southern fried chicken beckons diners to Popeyes Louisiana Kitchen. Famous for its crispy fried chicken and iconic chicken sandwich, Popeyes brings Louisiana’s culinary heritage to life. Its hearty menu is perfect for travelers seeking bold flavors and satisfying meals on the go.“These openings highlight our dedication to transforming what it means to travel through Houston Airports,” said Libby Hurley, assistant director of concessions for Houston Airports. “From high-end retail to beloved dining, we are creating spaces where travelers can feel indulged, cared for, and connected to the heart of Houston.”The Terminal D-West Pier, which opened on October 22, 2024, as part of a $1.458 billion redevelopment program, features six new gates (D1 through D6) capable of accommodating wide-body aircraft. This expansion includes space for 16 concessions concepts.Local favorite Velvet Taco is slated to open in 2025, along with additional iShoppes duty-free stores, Hip and Humble and Urban Crave, further enhancing the terminal's offerings.As the December holiday travel season approaches, these new amenities provide passengers with diverse shopping and dining options, ensuring a more enjoyable and convenient airport experience. Whether indulging in luxury goods or savoring flavorful cuisine, Terminal D-West Pier caters to the varied preferences of global travelers, reinforcing IAH's status as a premier international gateway.

Passengers and visitors at William P. Hobby Airport (HOU) now have a new coffee option with the opening of Starbucks in the Ticketing Lobby. The popular coffee chain began serving guests on Saturday, December 7, providing a convenient and familiar option for those navigating North America’s first and only 5-Star Skytrax airport.Located pre-security, Starbucks is strategically positioned to serve a variety of guests, including those waiting for arriving passengers, travelers with extra time before their flights and airport employees. This addition reflects the commitment of Houston Airports to enhancing the dining experience at Hobby Airport, which is already known for its curated lineup of local and national brands.“Starbucks is an exciting addition to Hobby Airport’s pre-security offerings, complementing our growing portfolio of dining options that cater to the needs of travelers and visitors alike,” said Libby Hurley, assistant director of concessions for Houston Airports. “This opening aligns perfectly with our mission to provide a world-class experience, starting from the moment you enter the terminal.”RELATED | Houston's Killen's Barbecue to open at Hobby Airport following Michelin Guide recognitionThe new Starbucks also offers mobile ordering for added convenience, allowing customers to skip the line by placing orders ahead of time. Travelers are reminded, however, that TSA’s strict liquid rule limits carry-on liquids to 3.4 ounces, meaning beverages cannot pass through the security checkpoint.Starbucks joins a lineup of standout dining options at Hobby Airport, including local favorites like Peet’s Coffee and Dunkin’, as well as upcoming additions like The Rustic, Killen’s Bar-B-Que, and SpindleTap Brewery. These offerings underscore Hobby Airport’s reputation as a destination for culinary variety and excellence.

Houston Airports set a new milestone during the 2024 Thanksgiving travel period, welcoming 2.2 million passengers through George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) between November 21 and December 2. Strategic traffic innovations, modernized restrooms and enhanced customer service transformed the busiest Thanksgiving on record into a seamless experience for travelers."This Thanksgiving, we prioritized solutions that directly improved the passenger journey and the results speak for themselves," said Jim Szczesniak, director of aviation for Houston Airports. "We reduced heavy traffic at Bush Airport by 80% and severe traffic by 55%, even as we handled record-breaking passenger numbers. While a high volume of passengers departing or arriving in Houston on Sunday, December 1, did create challenges on airport roads as the record holiday travel period wrapped, these changes reflect our ongoing commitment to delivering a world-class experience, especially during peak travel times."Innovative solutions improve traffic flow---------------------------------------------Focusing construction efforts to reopen a critical lane along North Terminal Road further eased congestion for departing passengers.Houston Airports also implemented “active loading” zones to keep vehicles moving and increased on-the-ground traffic coordination by working closely with Houston Police.Another improvement was the introduction of a cashless parking system at the IAH Terminal C garage. By leveraging license plate recognition technology and digital payment options, the system eliminated the need for cash transactions, significantly reducing wait times at parking exits. The combination of these measures contributed to a smoother travel experience during the peak holiday period. Passenger satisfaction soars with restroom upgrades-------------------------------------------------------Beyond traffic flow, passengers appreciated modernized restrooms, including newly renovated facilities at IAH Terminals A and D. These upgrades had an immediate impact on satisfaction scores, with 92% of passengers positively rating their restroom experience during Thanksgiving, up from 83% in 2023.“We’re thrilled to see these upgrades resonating with passengers,” Szczesniak said. “Clean, modern restrooms are an essential part of the travel experience, and we’re proud to be investing $30 million in restroom renovations across Bush and Hobby Airports.”A people-first approach to service--------------------------------------Houston Airports introduced new bright orange uniforms for all public-facing employees, making staff members easily identifiable for passengers needing assistance. Combined with way-finding improvements and immersive art installations, these initiatives helped create a stress-free environment despite record crowds.“Every detail matters when it comes to passenger satisfaction,” Szczesniak said. “From streamlining traffic to improving customer service, we remain focused on exceeding expectations every step of the way.” Broader context: More traffic improvements coming this month----------------------------------------------------------------Before the Christmas holiday, Bush Airport will close the temporary international arrivals curb at Terminal E and open 6 of the 8 lanes of the new International Central Processor (ICP) Arrivals level along the new West Curb. This will provide much-needed curb capacity and greatly enhance the customer experience for international passenger pick-up. The closure of the old International Arrivals Curb, which has frustrated airport staff and guests since construction on the new international terminal began in 2019, will remove the bottleneck at the airport's exit. Houston Airports will restore the 4-lane exit. This will improve traffic flow without relying on active law enforcement traffic management. Early next year, Houston Airports will celebrate another major milestone when United Airlines permanently shifts its Terminal E operations to the new ICP. The opening will coincide with the complete opening of the ICP West Curb, which will further enhance the passenger experience on airport roads. When fully open, the new ICP will have 8 lanes on the lower level and 11 lanes on the upper level. This significant increase in capacity will greatly reduce traffic congestion.Additionally, the opening of the ICP for United Terminal E check-ins will decongest the ticket lobby of Terminal C. The ICP will offer a new TSA checkpoint.    “We’re building for the future,” Szczesniak emphasized. “From easing holiday travel to developing the new Mickey Leland International Terminal, our focus is on creating an airport system that supports Houston’s role as a leading global destination for years to come.”