Welcome toWilliam P. Hobby Airport

When passengers fly through George Bush Intercontinental Airport (IAH) or William P. Hobby Airport (HOU), most never realize that every call, alert and response is coordinated through a central location: the Airport Operations Center (AOC). Behind the scenes, this small but mighty team works around the clock to keep the airport—and everyone in it—safe, informed and moving.At Hobby Airport, Henry Dawson leads that effort as division manager of the AOC. “The AOC is the vital nerve of the airport,” Dawson explains. “Everything that happens—from a report of smoke in an aircraft cabin to an overflowing toilet—funnels through our center. Our job is to make sure nothing falls through the cracks.”The team of telecommunicators at both airports coordinates communications between airport stakeholders, ensures security and emergency protocols are followed, and responds to real-time calls from passengers and staff. The HOU AOC also answers calls for Ellington Airport (EFD). One moment, they might dispatch a maintenance crew to a terminal; the next, they could be activating emergency response for a medical call or coordinating law enforcement in response to a report of human trafficking.“We touch almost everything that happens at the airport—whether it’s behind the scenes or in direct response to a passenger’s need,” Dawson says.This year, Houston Airports is celebrating National Telecommunications Week, April 13–19, with a weeklong recognition of the AOC professionals at IAH and HOU. Dawson and his team have planned daily treats, hot meals and heartfelt gifts—from pizza and wings to custom lanyard pens and candles. Each small gesture honors the big impact this team makes.Chelsea Nelson, airport communications supervisor at IAH, says it best: “This is a 24/7 operation—rain or shine, holidays or weekends. When the phone rings, we never know what’s waiting on the other end. But this team always shows up and handles it with professionalism and heart.”Houston Airports employees assigned to the IAH AOC. Many AOC team members bring prior experience from emergency dispatch, 311 service centers and other customer-focused roles. Their diverse backgrounds and constant collaboration form a communications backbone that keeps Houston’s airports running efficiently and safely.While the AOC may be tucked away from public view, its impact reaches every terminal, taxiway and gate.“Passengers may never meet the professionals in our AOCs, but their work saves lives, protects people and keeps operations running safely every day,” said Steve Runge, chief of operations for Houston Airports. “From coordinating emergency responses to assisting lost travelers, this team is a lifeline—for our passengers, employees and partners. Their work is mission critical.”Across Houston Airports, 48 employees—33 at IAH and 15 at HOU—are assigned to work in the Airport Operations Centers. In 2024, the Hobby Airport AOC handled 46,667 phone calls, while the Bush Airport AOC handled 191,625 calls.For Nelson, National Telecommunications Week is more than a celebration—it’s an overdue spotlight.“This week gives us a chance to hit pause and celebrate all the moments the public never sees,” she says. “They’re coordinating emergency response, solving problems, helping passengers—and they do it all without missing a beat.”Dawson agrees. “They can’t do their jobs in silos. Everything requires communication and teamwork. That’s what makes the AOC work—and that’s what makes them extraordinary.”And this week, he hopes the team hears what travelers rarely get the chance to say out loud: thank you.

For most travelers, airports represent movement—transitions, connections and anticipation. But for passengers with autism or other sensory-processing differences, the airport experience can feel overwhelming. That’s why Houston Airports is working year-round to create spaces that prioritize calm, clarity and compassion.Inside George Bush Intercontinental Airport (IAH), a quiet room is making a big impact. Just past security in Terminal A, the airport’s first-ever sensory room offers a peaceful, low-stimulation environment designed for neurodivergent travelers of all ages. Outfitted with tactile tools, soft lighting and comfortable seating, the space offers a safe moment of stillness before boarding. A second sensory room opened in Terminal D in 2024.Inclusion doesn’t stop there.In March, a group of students with autism traveling from Denver to London arrived at IAH for a layover. They were met by Houston Airports staff, guided to the sensory room—and surprised by Snickers, one of the airport system’s certified therapy dogs. The visit sparked smiles, laughter and a sense of calm when comfort mattered most. RELATED | This is how you turn a layover into a lifeline“Everything was so thoughtful,” said one teacher traveling with the group. “From the quiet space to the therapy dog visit—it felt like someone had planned this journey with our students in mind.”They had.All 1,300 Houston Airports employees have completed training through the Hidden Disabilities Sunflower Lanyard Program, an international initiative that helps staff recognize and assist travelers with non-visible disabilities. Passengers wearing the lanyard signal that they may need extra time, support—or simply patience. That awareness is now embedded across teams, from security checkpoints to concessions.Houston Airports leadership believes these efforts are about more than accommodation. They’re about dignity. About making sure every passenger feels seen, supported and welcome.Even therapy dogs like Snickers are part of the experience. Through regular visits, these four-legged ambassadors offer calm, joy and connection—reminding passengers they’re not alone, even in a crowded terminal.Autism Awareness Month is about more than symbolism. It’s about recognizing that autism exists on a broad spectrum—and that neurodiverse individuals experience the world and travel in different ways. By making air travel more inclusive, Houston Airports is helping remove barriers, reduce stress and make the journey better for everyone.LEARN MORE | Accessible travel at Bush AirportLEARN MORE | Accessible travel at Hobby Airport

William P. Hobby Airport (HOU) is moving into the next phase of its food and beverage transformation—and it’s bringing some of Houston’s most recognized names with it.Four new restaurants will open inside the airport later this year: Killen’s Barbeque, Common Bond Bistro and Bakery, Spindletap Brewery and Yard House. The announcement marks the start of Phase 3 in the airport system’s multi-year effort to overhaul concessions at the 5-star Skytrax-rated airport.Each new concept adds something different to the lineup. Killen’s is a Michelin Guide-recognized barbecue institution. Common Bond is a bakery and brunch spot known for its cult following. SpindleTap is one of Houston’s highest-rated breweries. Yard House brings a national footprint but will feature a Houston-centric design and the largest selection of draft beer in the world.“These restaurants are not just exciting additions—they’re strategic,” said Libby Hurley, director of concessions for Houston Airports. “They reflect a deliberate mix of national reach and Houston flavor, all designed to meet the expectations of modern travelers.”The update follows the completion of Phase 2, which brought new amenities to the airport’s pre-security ticketing lobby—an area previously cited for lack of options. Today, a full-service Starbucks offers mobile ordering for passengers and airport employees, while Throughgood Bistro delivers a broader impact. The Houston-based café donates a portion of proceeds to the Bread of Life Foundation, a nonprofit fighting homelessness in the city.“The feedback has been overwhelmingly positive,” Hurley said. “Travelers appreciate the convenience. And more than that, they appreciate that our concessions reflect the values of the city we serve.”The airport also recently opened The Rustic near Gate 44. Founded by a Houston native, the restaurant is known for its farm-to-table menu, Gulf seafood and live music. The area surrounding Gates 44–47 now includes two local dining options—The Rustic and Velvet Taco—alongside Starbucks, retail, spa services and niche amenities such as Opticwash and H-Mart.Velvet Taco, which opened during Phase 1, was recognized this year as Best Quick-Serve Restaurant Concept (Medium/Small Airports) at the 2025 Airport Experience Awards.Pei Wei and a new Chick-fil-A location in the West Concourse transform what was once a single-outlet space into a compact food court with vegetarian, vegan and gluten-free offerings. A new Starbucks completes the new food court.Landry’s Seafood House will join Dish Society, Pink’s Pizza, Jersey Mike’s and Wendy’s in Phase 4 next year. Hobby Airport’s concessions strategy continues to prioritize variety, speed, local engagement and brand-name power—all anchored in the airport’s broader mission to create a modern, user-friendly experience while celebrating a diverse portfolio of local dynamos.RELATED | Houston Airports launches new concessions loyalty rewards program