Always on the line: Honoring the quiet force behind Houston’s airports

From dispatching emergency responders to helping lost passengers, Houston Airports celebrates the AOC teams keeping IAH and HOU running smoothly 24/7.

Apr 14, 2025

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.