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Jim Szczesniak, Director of Aviation for Houston Airports, delivered a comprehensive update on the status and future of Houston’s airport facilities to the Houston City Council Economic Development Committee (EDC) on Wednesday, July 17. “We’re excited about our Houston Airports update,” said Martha Castex-Tatum, Mayor Pro Tem and Chair of the EDC. Szczesniak’s presentation outlined the significant progress and ambitious plans aimed at bolstering the airport system's capacity and enhancing passenger experience.Szczesniak began with an overview of Houston Airports, which include George Bush Intercontinental Airport (IAH), William P. Hobby Airport (HOU), and Ellington Airport (EFD). Highlighting their economic impact, he noted that Houston Airports handled 60.1 million passengers in 2023 and contributed $36.4 billion to the local economy in 2019, supporting 190,000 jobs. An economic impact study, expected to be completed by year-end, will further quantify their contributions, including those of the Houston Spaceport, which now hosts three anchor tenants.The presentation showcased recent accolades, such as Hobby Airport maintaining its 5-star Skytrax rating and being named the Best Regional Airport in North America. Bush Intercontinental also retained its 4-star Skytrax rating and was recognized for its top-tier dining experiences.MORE | Houston Airports maintains 5-Star rating at Hobby Airport, 4-Star rating at Bush Airport in 2024Szczesniak emphasized the importance of monitoring passenger experiences in real-time, leveraging data from multiple sources to proactively address issues. This approach includes tracking restroom cleanliness, roadway traffic, Wi-Fi quality, TSA checkpoint wait times, and more, ensuring swift responses to enhance the overall travel experience.Significant achievements in managing airport traffic during peak travel seasons were also highlighted. Over the Memorial Day holiday weekend, 1.3 million passengers passed through Houston’s airports, marking a 7% increase from 2023. For the upcoming July 4 holiday weekend, Houston Airports welcomed 1.7 million passengers. These figures underscore Houston's ranking among Forbes Advisor's Top 10 Best U.S. Cities for Summer Travel.“Bush and Hobby airports are huge economic engines,” said Joaquin Martinez, Council Member for District I. “They support our city in so many different ways.”To accommodate this surge, Houston Airports has implemented several measures, including hiring additional law enforcement officers, extending overtime for CBP officers, onboarding 40 new landside agents, and optimizing traffic flow with QR codes and improved signage. Moreover, more than 600 new parking spaces were recently added at the IAH C/D/E parking garage.WATCH | July 17 Economic Development Committee Meeting------------------------------------------------------------------------------------------------------------Looking ahead, Szczesniak detailed several key development projects: IAH Terminal Redevelopment Program (ITRP): A $1.458 billion investment focused on modernizing Terminal D and constructing the new D-West Pier, slated for completion in Summer 2024. This will include new concessions, commissioned art, and enhanced passenger processing facilities. HOU West Concourse Expansion: A $470 million project to expand terminal capacity and improve amenities, expected to bolster the airport's ability to handle increased passenger volumes. Restroom Renovations at IAH and HOU: A $30 million investment to upgrade restroom facilities, incorporating smart technology and better ADA compliance, with phased completion by 2026. Central Utilities Plant Renovation: A $134 million project to enhance capacity and reliability, set to begin in August 2025.Szczesniak also touched on the future needs to accommodate forecasted growth, with passenger numbers projected to increase by 38% by 2033 and 99% by 2050. This necessitates continuous expansion and modernization efforts to meet the rising demand.The presentation concluded with upcoming council actions, including bond financing and lease amendments to support these extensive projects. Szczesniak reaffirmed the commitment of Houston Airports to enhancing infrastructure, improving passenger experiences, and driving economic growth.“I think you’re doing a heck of job,” said Council Member Abbie Kamin, who represents District C. LEARN MORE | Redevelopment Projects at Houston Airports

Houston Airports concluded a busy July 4th travel period, welcoming over 1.7 million passengers between June 29 and July 8. While the surge in travel fell short of a potential record due to Hurricane Beryl's impact, the overall numbers reflect a robust travel season.George Bush Intercontinental Airport (IAH) served approximately 1.3 million passengers during the 10-day period, with William P. Hobby Airport (HOU) handling over 400,000 travelers. Hurricane Beryl, which made landfall near Houston on July 8, significantly disrupted operations for several hours, leading to flight cancellations throughout the morning and early afternoon. Despite the disruption, Houston Airports resumed operations within four hours of the storm's departure.Notably, Sunday, July 7th, set a new record for the highest number of passengers screened by the Transportation Security Administration (TSA) at Houston Airports. Leading up to the holiday, Thursday, June 27th, Sunday, June 30th, and Friday, June 28th, all saw significant passenger volumes. The extended travel period began earlier than anticipated, with TSA experiencing high passenger volumes as early as June 23, the day after the first Copa America game at NRG Stadium. Interestingly, despite no major increases in flight capacity for the soccer events, TSA throughput remained around 15% higher than comparable weekdays following each of the three games: Mexico vs Jamaica on June 22, Colombia vs Paraguay on June 25, and Argentina vs Ecuador on July 4. This data suggests a potential travel surge during the upcoming FIFA World Cup 2026. Houston is a host city.Houston will host several key matches during the 2026 FIFA World Cup, including group-stage games on June 14, 17, 20, 23, and 26. Additionally, the city will host a knockout round game on June 29, 2026, and a Round 16 match on July 4, 2026. With these high-profile events on the horizon, Houston Airports is likely to experience significant passenger traffic once again.

In the aftermath of Hurricane Beryl, a deadly Category 1 hurricane that pounded the Houston area on July 8, City of Houston employees working at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) have banded together to support their colleagues who were affected by the storm. The deadly hurricane, which caused widespread devastation across the region, has left many Houston Airports employees grappling with power outages and soaring temperatures one week later. Recognizing the critical need for immediate relief, Houston Airports established ice distribution points at Bush and Hobby airports for Houston Airports employees. This initiative aims to support employees struggling to keep their homes cool and their families safe during this challenging recovery period. The Houston Airports Maintenance Division unloaded 8,000 pounds of ice by hand from 18-wheeler delivery trucks. The ice distribution points are part of a broader effort by Houston Airports to ensure that employees have access to the resources they need to navigate the aftermath of the hurricane. The response to this initiative has been overwhelmingly positive, with employees expressing gratitude for the support and solidarity shown by their colleagues."I am truly inspired by the resilience and unity displayed by our team," said Austen McMillin, Emergency Management Coordinator at IAH for Houston Airports. "In times of crisis, it's heartwarming to see how we come together to support each other and ensure that no one is left behind." RELATED | Houston Airports prioritizes employee support after hurricanePHOTO ESSAY | How a unified effort helped to restore airport operations 4 hours after BerylRELATED | How Houston Airports resumed operations hours after Hurricane Beryl

In the aftermath of Hurricane Beryl's punishing blow to Houston, Houston Airports has resumed operations at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) as of 4 p.m. Monday, July 8. Houston Airports worked with its 28 airline partners to fully resume summer flight schedules by Wednesday, July 10. While this is a positive step for the city's travel industry during what’s expected to be a record-shattering summer for Houston Airports, the airport system has shifted its attention to its workforce of 1,200 employees, many of whom are grappling with the storm's lingering effects, including widespread power outages.“In the midst of so much devastation, I’ve witnessed your dedication. Thank you,” said Jim Szczesniak, Director of Aviation for Houston Airports in an email to employees on Tuesday. “Your efforts have not gone unnoticed. The ability to quickly resume operations plays a crucial role in our city's recovery, providing a vital lifeline for incoming aid and outgoing resources. It also offers a sense of normalcy and hope to our community as we begin to recover and rebuild.”Monday’s deadly Category 1 hurricane caused widespread power outages and damage across the region. At the peak of the outages, more than 2.2 million people in the Houston area were without power. As of 12 p.m. on Thursday, July 11, more than 1 million residents, including many Houston Airports employees, continue to be without electricity.Because of significant power outages, limited cell service, and widespread cleanup across Houston, some airport employees are unable to make it to work. It’s critical that the public understands that airport workers were also impacted by the hurricane. RELATED | Houston Airports asks for patience as operations resume with limited personnelRecognizing the continued hardships faced by its workforce, on Wednesday, July 10, Houston Airports activated the Department Operations Center (DOC) located at Bush Airport The DOC will spearhead the distribution of resources and support for employees.New Employee Support Measures Meals: For all on-duty employees at both airports. Charging Stations: Dedicated phone and device charging stations are at meal distribution points. Kitchen Access: Houston Airports is opening all kitchens to employees for personal meal preparation. Shower Facilities are available to all employees. Additional ResourcesHouston Airports is partnering with the City of Houston (COH) to connect employees with additional support options for ice distribution, and public relief resources. Houston Airports stands with Houstonians as our community begins the long road to recovery from Hurricane Beryl. #HoustonStrong. RELATED | PHOTO ESSAY: How a unified effort helped to restore airport operations 4 hours after Beryl

Just four hours after the eye of Hurricane Beryl moved out of the Houston area on Monday, Houston Airports resumed operations, thanks to the unified efforts of its dedicated employees, airline partners and stakeholders. Beryl, a Category 1 hurricane, left a deadly trail of damage in its wake, including power outages, downed trees and flooding. However, the quick response by Houston Airports and its 28 airline partners, concessionaires and stakeholders ensured that George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) could reopen and serve passengers without significant delays by Monday afternoon.  In the immediate aftermath of the storm, photos captured by Houston Airports employees illustrate the scale of the challenge. Airline equipment was safely stored inside facilities at both airports, a precautionary measure that protected vital assets from the elements. Images also show employees mopping up stormwater that entered Bush Airport through the Skyway doors while Maintenance teams worked with Houston Police to safely remove fallen trees from the roads that surround the city’s airports. As the saying goes, teamwork makes the dream work. In the initial hours after Hurricane Beryl passed over the area on July 8, Houston Airports collaborated to meet a shared goal: resume operations that support a world-class experience for passengers.  "This was the first hurricane of the season to directly impact the Houston area, and our team's preparedness and swift response were crucial," said Jim Szczesniak, Director of Aviation for Houston Airports. "The coordinated efforts across multiple divisions showcased our resilience and dedication to maintaining operational continuity, even under challenging circumstances." Airport employees were among the more than 2.2 million in the Houston area who lost power during Hurricane Beryl. Houston Airports resumed operations in safe and clean facilities with limited personnel. In addition to extended TSA wait times, in the immediate days after Beryl, passengers should anticipate longer than normal lines at Ticketing Counters, Concessions and Parking Facilities. Extended lines may be frustrating, but please know they are moving.Houston Airports is working with all local, state and federal partners to keep the airports operational. Director Szczesniak is calling for the traveling public to be cautious, patient and aware of conditions. Although the sun is now out and our skies are prime for flights, it’s imperative that Houstonians recognize Houston’s airports are still working to recover from Hurricane Beryl. Our hearts are with our fellow Houstonians as we all begin to recover from Hurricane Beryl. #HoustonStrong

Houston Airports continues to work with airlines to resume full flight schedules at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) after Hurricane Beryl. As of 12 p.m. today, July 9, flights have returned to all 5 terminals at Bush Airport. Flights returned to Hobby’s one terminal yesterday.   Because of continued hazardous road conditions, some airlines are extending their travel waiver policy to include July 10 travel. The travel waiver policy allows those impacted by Hurricane Beryl to rebook their flights for a later date at no additional charge. Travel to Houston’s airports is still hazardous. Several traffic lights are still out across Houston, which is leading to a backup in traffic. Heavy traffic at the airport could impact a passenger’s arrival time. It’s crucial that passengers allow ample time to reach the airport in the immediate days after Hurricane Beryl.Today, Houston Police deployed rapid response units to help mitigate traffic around Bush Airport. Because of significant power outages, limited cell service and widespread cleanup across Houston, some airport employees are not able to make it to work. It’s critical that the public understand that airport workers were also impacted by the hurricane. Passengers should anticipate extended TSA wait times and longer than normal lines at ticketing counters, concessions and parking facilities. Extended lines may be frustrating, but please know lines are moving. Passengers need to do their part and arrive to the airport early.Below is a photo of the TSA Checkpoint at IAH Terminal A today. Houston Airports is doing its best to keep airports operational while supporting its employees, stakeholders and passengers as they recover and rebuild after the Category 1 hurricane. This afternoon, METRO Houston resumed Route 102, The Bush IAH Express Route. Riders should anticipate delays on the route caused by non-functioning traffic light and debris in the area.As Mayor Whitmire expressed in today’s community briefing, Houston Airports is working with all local, state and federal partners. Jim Szczesniak, Director of Aviation for Houston Airports is calling for the traveling public to be cautious, patient and aware of conditions. Although the sun is out and our skies are prime for flights, it’s imperative that Houstonians recognize Houston’s airports are still working to recover from Hurricane Beryl. Our hearts are with our fellow Houstonians as we continue to recover from Hurricane Beryl.

The eye of Hurricane Beryl moved across Houston as a Category 1 storm on the morning on July 8, the same day that Houston Airports was ready to welcome more than 200,000 passengers to George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU). July 8 was expected to be the final day of a record-shattering July 4 holiday travel rush. Beryl had other plans.Monday morning, Houston Airports paused operations as flight after flight was cancelled at Bush and Hobby airports.The 28 airlines that fly in and out of Bush or Hobby airports quickly cancelled hundreds of flight in order to redirect planes and airline crews to cities outside of the storm’s path, and rightfully so. Beryl delivered wind gusts that toppled trees onto property, roads and powerlines. First responders linked several deaths to the hurricane that flooded main arteries of the 4th largest city in the U.S. Parts of Interstate 45 and Highway 288 sat underwater Monday as the community heeded advice from local leaders: hunker down and allow emergency teams to begin to access the damage so repairs could begin. A lack of cell service underscored the need for people to stay off the roads.  Houston Airports initiated a series of plans and preparations well before Beryl’s outer bands reached the Houston area. The airport system has an extensive hurricane preparedness plan. In the days ahead of the hurricane, Houston Airports Maintenance cleared debris from the ditches and waterways that surround the airports. The Operations team inspected airfields – removing objects that could fly away and tying down equipment and gear that needed to stay put.  Terminal Management, which leads Customer Service and Custodial teams ensure staff members had plans in place to safely report to work so terminals were staffed, stocked and sanitized. Concessions ensured partners had enough food and supplies to meet the needs of passengers, should be they be delayed at the airport. From Parking to Information Technology – which provides the crucial Wi-Fi connection – and every division in between, Houston Airports created a list and checked it twice, well ahead of the storm. By 2 p.m. Beryl had moved out of Bush Airport and Houston Airports response teams moved in. To restore operations, Houston Airports first accessed its facilities in order to make any necessary repairs. Fencelines were repaired. Water leaks were mopped up in the terminal. Escalators and elevators were evaluated and repaired. Damaged jet bridges were pulled from service and generator power filled the gaps caused by down powerlines. Maintenance crews used heavy equipment to clear debris and fallen pine trees from Will Clayton Parkway at IAH, and Airport Boulevard and Telephone Road near HOU. Houston Police blocked the roads while the work was done.     By 4 p.m., TSA officers resumed their positions at Bush and Hobby airports in preparation for the first outbound flights since Beryl scheduled for later in the day. Even as operations resume, Jim Szczesniak, Director of Aviation for Houston Airports joins Houston Mayor John Whitmire’s continued call for all Houstonians to stay off the roads if possible. Travel waivers provide a great option for passengers to delay their need to come to the airport as travel challenges persist on Houston area roadways in the initial days after Hurricane Beryl. Airlines are offering travel waivers for flights between July 7 and July 9 – passengers are able to rebook at no additional cost. First responders are still working to mitigate hazardous traffic conditions that pose a significant threat to both passengers and airport workers. Stalled vehicles may still need to be cleared from the road. Traffic signals and streetlights may not be operating. METRO Houston is offering limited service and resumed Route 102, the Express Bus to IAH on Tuesday, July 9.  Houston Airports is responsible for 190,000 jobs at Bush, Hobby and Ellington airports. Many of those employees were impacted by the hurricane. As a result, even Tier 1 airport workers deemed essential employees may face challenges making it to work. We ask passengers to extend patience and understanding as the airports may experience extended TSA and ticketing lines, limited concessions, amenities and essential services in the immediate days after Hurricane Beryl. As Mayor Whitmire shared during a press conference Monday afternoon, as Houston begins to access damage across our area, we must work together as Texans to recover. Although the sun is now out and our skies are prime for flights, it’s imperative that Houstonians recognize the real risks associated with trying to get to the airport in the days following the hurricane.   Houston Airports is focused on the safety of its passengers, employees and facilities while remaining steadfast in recovery efforts and the full restoration of operations, which may take days and weeks to complete. #HoustonStrong

(UPDATE: July 8, 2024) Houston Airports has restored operations after a deadly Hurricane Beryl forced airlines to cancel flights this morning at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU).     In the immediate aftermath of Beryl, it’s crucial that passengers understand: Due to the hurricane, airlines have a travel waiver policy that allows passengers to rebook flights scheduled between July 7 and July 9 at no additional cost. While some flights will resume later tonight, operations are very limited. Airlines are returning planes to Houston tonight to return Houstonians who are out of town and to be ready to restart limited flights tomorrow.To restore operations, Houston Airports must first access its facilities and make any necessary repairs. That response was initiated this morning after the strongest winds cleared our airports. Crews are clearing debris and fallen trees from Will Clayton Parkway at IAH and Airport Boulevard and Telephone Road near HOU.      Our 28 airline partners are updating their flight schedules. Some airlines are offering limited flights tonight, with limited flights anticipated tomorrow, July 9.    In collaboration with City of Houston Emergency Management Operations, Houston Airports worked to safely resume aircraft operations at Bush and Hobby airports by 7 p.m. tonight but getting to the airport may be a serious challenge. Travelers need to verify the status of their flight before going to the airport.     Aviation Director Jim Szczesniak joins Mayor Whitmire in asking all Houstonians to stay off the roads if possible. Travel waivers provide a great option to delay your need to come to the airport as travel challenges persist on Houston area roadways.  First responders are working to mitigate hazardous traffic conditions that pose a significant threat to both passengers and airport workers. Stalled vehicles may still need to be cleared from the road. Traffic signals and streetlights may not be operating. METRO Houston is not operating today and is going to be offering limited service tomorrow. As Mayor Whitmire shared this afternoon, as Houston begins to access damage across our area, we must work together as Texans to recover.   As a result, even Tier 1 airport workers deemed essential employees may face challenges making it to work. We ask passengers to extend patience and understanding as the airports may experience extended TSA and ticketing lines, limited concessions, amenities and essential services in the immediate days after Hurricane Beryl.   Houston Airports is focused on the safety of its passengers, employees and facilities while remaining steadfast in recovery efforts and the full restoration of operations.  Although the sun is now out and our skies are prime for flights, it’s imperative that Houstonians recognize the real risks associated with trying to get to the airport in the days following the hurricane. Again, airlines can rebook passengers flying out of Houston between July 7 and July 9 at no additional cost to the passenger.  Our hearts are with our fellow Houstonians as we all begin to recover from Hurricane Beryl. #HoustonStrong---(ORIGINAL POST: JULY 6) Houston Airports is closely monitoring the development and projected path of Tropical Cyclone Beryl. As of 10 a.m. Sunday, July 7, the National Weather Service is forecasting Beryl to become at least a Category 1 Hurricane when it makes landfall in the middle of the Texas Coast early Monday, July 8.  You can track the storm here.The safety of our passengers and airport staff is our top priority. We understand this storm may disrupt travel plans, and we want to keep you informed.Potential Impacts:---------------------- Flight delays or cancellations are possible, even for flights departing to or arriving from destinations outside the storm's direct path. Airlines may need to adjust flight schedules and routes due to the hurricane's overall impact on their network. Airport operations may be affected depending on the severity of the storm.What We Recommend:----------------------Contact Your Airline: Before heading to the airport, please check the status of your flight directly with your airline.Airline Websites & Apps: Airlines will provide the most up-to-date information regarding flight cancellations and delays.Monitor Our Website & Social Media: We will continue to provide updates on the airport's operational status through our website and social media channels.LEARN MORE | How Houston Airports prepares to keep airports running during Hurricane Season

In January, Houston Airports learned it welcomed a record-making 60.1 million passengers in 2023. Houston Airports had officially surpassed pre-pandemic passenger totals. Then came March 2024 and a record-setting Spring Break. Weeks later, Houston Airports welcomed unprecedented passenger totals for a record-setting Memorial Day, giving Houston a preview of what is anticipated to be the busiest summer on record for Houston Airports - 19 million passengers are moving through George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) this summer. Record after record after record. Why? First, let's look at the data. Houston Airports tracks data in a few ways:1. TSA Throughputs, which count people who clear security on a daily basis.2. Enplanements count passengers who board a plane in Houston each month, whether boarding a nonstop flight or making a connection.3. Total Passenger Traffic includes arrivals and departures for the month. Everyone in our airport!At the time of publishing this article, The Top 5 TSA Daily Throughput days in Houston happened in 2024: March 8, June 6, May 24, May 27, and March 10.While most of the busiest days happened during a holiday travel week—Spring Break or Memorial Day—June 6, 2024, fell on a Thursday, and it was not connected to a widely celebrated holiday.Data confirms in May 2024, Houston Airports hit record monthly enplanement. 2,816,854 million people boarded flights at Bush or Hobby airport. The last record was set in July 2018 with 2,794,798 passengers.  When it comes to record passenger totals, Houston Airports welcomed a record 5,627,908 passengers in July 2023. However, Houston Airports is anticipating that July 2024 will make a running for a new total passenger record.JULY 4TH HOLIDAY: Houston Airports anticipates more than 1.9 million passengers at Bush and Hobby airports between Thursday, June 27 and Monday, July 8. This represents an 8% increase from 2023.Because of the sheer volume of passengers arriving and departing from Houston's airports this summer, Houston Airports anticipates traffic on airport roads, especially during peak travel hours between 3 p.m. and 9 p.m. daily. Houston Airports urges those heading to Bush Airport to monitor traffic, add more time to get to the airport, find parking, and navigate the Ticketing Lobby or Arrivals Curbs.LEARN MORE | What Houston Airports is doing to mitigate July 4 holiday & summer trafficHouston Airports connects passengers to 193 destinations with the help of 28 airlines spread across Bush and Hobby Airports. A commercial aviation industry term called 'upgauging' is also helping to drive up demand for commercial air travel. Upgauging enables air carriers to increase capacity by adding seats to existing jets and replacing smaller planes with larger ones. United Airlines can help us explain. United Airlines is the largest airline in Houston, currently flying 490 daily flights out of Bush Airport, including 56 international destinations (including Latin America, Canada, Europe and Asia), averaging about 55,000 customers served a day. As part of the United Next growth plan, an enterprise-wide investment in fleet, network, airports, and customer experience, over the next decade, United intends to introduce more than 800 narrow and wide-body aircraft to its fleet and expand its global network to reach new points on the map. With that growth plan underway, United is utilizing larger gauge aircraft for domestic and international routes. United is phasing out its 50-seat aircraft and utilizing 75-seat aircraft. This transition allows for the use of more mainline aircraft and ultimately offers 12% more seats per departure compared to last year. United Airlines expects this Independence Day weekend to be its busiest on record. More than 5 million passengers are forecasted to fly United—airline-wide—between June 28 and July 8, up more than 7% compared to last year.Upgauging helps airlines sell more seats on a single trip, supporting a year of nonstop record air travel, which makes for packed airports. A change in consumer priorities is also helping as more airlines roll out last-minute travel deals. If you're looking to fly this summer, consider some of these summer destinations from Houston's airports.

Traveling can be a stressful experience, filled with unfamiliar surroundings, tight connections and even language barriers. At Houston Airports, a dedicated team of Customer Service Representatives stands ready to navigate passengers through any challenge, ensuring a smooth and positive experience at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport."Our Customer Service Representatives are the face of Houston Airports for many passengers," said Andrew Czobor, Assistant Director of IAH Terminal D for Houston Airports. "They play a vital role in ensuring a positive travel experience for everyone who enters our doors. Their ability to address a wide range of issues efficiently and professionally makes a difference."Customer Service Representatives are among the Houston Airports employees at Bush and Hobby airports who welcome passengers from across the globe. For some of these travelers, navigating the airport, language barriers, and the anxiety of travel can be overwhelming. That's where the airport’s award-winning 'Houston Friendly' hospitality comes into play.Farah Abdullahi, a Customer Service Representative at IAH, recently exemplified the team's dedication and resourcefulness. When a passenger requiring ADA assistance missed their connecting flight due to weather, Abdullahi stepped up to ensure a seamless resolution. "We coordinated with the airline to assist the customer, Along the way, we helped the passenger get refreshments,” said Farah Abdullahi, Senior Airport Services Representative for Houston Airports. “The passenger thanked us for our hospitality and our service. Seeing the relief on her face made the entire experience worthwhile."Abdullahi’s supervisor echoed the sentiment, praising his commitment to providing world-class service. " Well done, Mr. Abdullahi! I'm so proud to have you on our team,” said Eryn Gordon, Customer Service Supervisor for Houston Airports. “He went above and beyond for the passenger, which our team does every day. They are the calm in the storm for passengers facing unexpected challenges."Houston Airports Customer Service Representatives at Bush and Hobby airports focus on three key areas: Customer Service, Operational Readiness, and Quality Assurance. They ensure clear and consistent communication with passengers, maintain a positive and professional demeanor, and readily assist with everything from navigating the airport to addressing travel concerns. Team members can often work as liaisons between the passenger and the airline, especially if there’s a language barrier. Tensions can sometimes be high at the airport, especially if a person misses their flight or the flight is significantly delayed or canceled. From coordinating with airlines or hotels, Houston Airports Customer Service team members go above and beyond to assist the guests with a variety of situations.In 2024, Houston Airports maintained its 5-Star Skytrax rating at Hobby Airport and its 4-Star Skytrax rating at Bush Airport. Houston Airports has the 2024 World’s Best Airport Art & Entertainment Program Bush & Hobby airports rank among the Top 40 Best Airports in the World Bush & Hobby airports rank among the Top 3 Best Airports in the World - Based on Passenger Volume IAH ranks among the Top 10 World's Best Airport Dining Experiences Hobby Airport is the Best Regional Airport in North America (third consecutive win) Hobby Airport is the 4th Best Regional Airport in the World Hobby Airports ranks among the Top 8 World's Best Airport Staff in North America“You can’t make everyone’s day, but perhaps you can make someone’s day,” said Josh Samic, with Guest Experience for Houston Airports. “Treating people like you’d want your family member treated if they were in a similar situation is how we view these opportunities.”

Houston Airports implemented a new Active Loading policy at George Bush Intercontinental Airport (IAH) on May 23, ahead of the record-setting 2024 Memorial Day holiday weekend. The strict policy aims to improve traffic flow and expedite the arrival and departure process for all airport guests."We are continually striving to enhance the passenger experience at Bush Airport, even as we build a new international terminal and transform our existing Terminal B," said Bobby Miller, Senior Division Manager, Airport Operations for Houston Airports. "With record passenger volumes at all five terminals at Bush Airport this summer, we implemented the Active Loading policy to streamline curbside operations and reduce congestion."Active Loading is managed through the Landside Operations Division of Houston Airports. It ensures that vehicles picking up arriving passengers or dropping off departing passengers are occupied and ready to go when they pull up to the curb. This is achieved through clear signage and courtesy reminders from Houston Airports staff.ARRIVALS CURBS------------------ Passenger(s) must be standing on the curb with luggage in order for a vehicle to stop and load. If the passenger is not outside or they don’t have all their bags, Houston Airports will not allow a vehicle to stop. Drivers are not allowed to pop vehicle trunks and wait.DEPARTURES CURBS-------------------- All passengers must be actively unloading – grabbing luggage or wrapping up a short farewell. If passengers stop to have conversations with the driver, Houston Airports will politely ask the party to move off the curb. Ensure that all conversations are had before stopping at the curb.TEMPORARY LANE CLOSURES AT THE CURB---------------------------------------Some lanes at Bush Airport will be coned off during periods of low vehicle volume. This allows Houston Airports employees to take necessary breaks from the summer heat while allowing traffic to freely flow through open lanes along the Arrivals and Departures curbs. Outer lanes will be blocked during off-peak hours; lanes closest to airport entrance doors will stay open. During the initial rollout over the Memorial Day weekend, the Active Loading policy received positive feedback from passengers and drivers. Passengers appreciated the more efficient curbside operations, while drivers experienced reduced wait times."We're encouraged by the positive response to the Active Loading program," said Miller. "We will continue to monitor the program's effectiveness and adjust as needed. Our ultimate goal is to create a smooth and stress-free experience for everyone traveling through Houston Airports."William P. Hobby Airport initiated an Active Loading policy years ago. Bush Airport was one of the few major airports that did not impose strict and swift pickups and drop-offs. The airport is now working to proactively change passenger habits during the busiest summer on record for Houston Airports. An additional 40 Landside Agents will help. By the end of July, Bush Airport is set to increase curb staffing by nearly 50%. “We have greatly improved traffic backups during off-peak hours,” said Miller. “This policy shift allows us to deliver a world-class experience by prohibiting traffic from building up simply because vehicles are parked and waiting for passengers along the curb. While the policy may seem rigid, the policy’s efficiency and consideration for other passengers allows us to deliver ‘Houston Friendly’ hospitality, but quickly moving vehicles along so others may pull up to the curb.”

Houston Airports Ambassadors, a dedicated team of volunteers who provide exceptional service to passengers at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU), were recently honored to participate in the Points of Light Conference held in Houston this June. The airport volunteers manned a booth and shared information about the program that helped to welcome or send off a record 60.1 million passengers in 2023. In 1989, during his inaugural address, President George H.W. Bush invoked the vision of a ‘thousand points of light’ and invited the nation to serve their fellow citizens. In 1990, President Bush created the Daily Points of Light Award for individuals making a difference. During his administration, President Bush honored more than 1,000 volunteers. The Points of Light Foundation , the world’s largest organization dedicated to volunteer service, was created later that year - in 1990 - as an independent, nonpartisan, nonprofit organization. A year later, The Points of Light Foundation merged with the National Volunteer Center Network. Points of Light encourages and empowers individuals to make a positive impact in their communities. This year's conference, held in Houston, was especially significant as it coincided with President George H.W. Bush's centennial birthday on June 12 and the city where the airport named after him, Bush Airport, is located."We were incredibly proud to have our Houston Airports Ambassadors participate in the Points of Light Conference," said Ella Ghica, Manager of Outreach Initiatives and Volunteer Programs for Houston Airports. "Their dedication to serving our passengers exemplifies the spirit of volunteerism that Points of Light strives to cultivate. We are actively seeking to expand our volunteer program, and the conference provided a valuable opportunity to connect with potential new Ambassadors."The Houston Airports Ambassadors program embodies the spirit of volunteerism championed by Points of Light. These dedicated volunteers serve as friendly faces for arriving and departing passengers, assisting with navigation, answering questions, and offering a warm Houston welcome. “Houston Airports Ambassadors are a true point of light in our community,” said Ghica. “Their service begins in our airports as our guests travel through our terminals before exploring our great city of Houston.” The Houston Airports Ambassadors program offers a rewarding experience for volunteers. It allows them to connect with people from all over the world and contribute to the positive first impression of Houston for arriving passengers. Houston Airports actively seeks enthusiastic individuals to join the program. For more information and to apply, please click here.