Houston Airports ambassadors train for a global moment

With 100 days before kickoff, airport volunteers sharpen their playbook to welcome World Cup fans.

Mar 2, 2026

On any given day at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU), a traveler’s first conversation in Houston happens before baggage claim with a smiling airport volunteer in a bright orange polo.

On March 3, that exchange carries more weight. The date marks 100 days until the 2026 FIFA World Cup kicks off on June 11. For Houston Airports, the countdown is logistical. More than 70 Volunteer Ambassadors who serve at IAH and HOU just completed the Houston First Corporation’s Houston Insider training in downtown Houston. Inside a conference room overlooking Discovery Green, volunteers walked through tournament schedules, transportation routes, cultural districts and the kinds of questions international visitors are likely to ask between matches.

• How do I get to NRG Stadium from the airport?
• What neighborhood should I explore before tomorrow’s game?
• Is there a train downtown?

The objective is straightforward: ensure ambassadors can answer more than “Where is baggage claim?”

“We know our volunteers are often the first friendly face a visitor sees when they step off a plane,” said Ella Ghica, program manager of volunteer programs for Houston Airports. “By participating in Houston Insider training, they are not just offering directions to a gate. They are sharing the story of Houston. As we prepare to welcome the world for the World Cup, we want every ambassador to feel confident answering questions about our city’s culture, neighborhoods and signature experiences.”

The training is one layer of a broader airport strategy tied directly to tournament traffic.

Houston will host seven matches, compressing arrival and departure windows as fans fly in for a game and depart within 24 to 48 hours. Houston Airports is coordinating with regional transportation partners, reviewing curbside circulation plans and adjusting staffing to manage concentrated passenger banks tied to match schedules.

Recent infrastructure investments were built for moments like this.

At IAH, the Terminal D-West Concourse expanded international gate capacity and introduced upgraded seating, lighting and passenger amenities built for high-volume global travel. The new Terminal E Ticketing Lobby and Arrivals Hall improved circulation from curb to check-in, separating ticketing and international arrivals functions to reduce bottlenecks. At HOU, phased restroom renovations, enhanced wayfinding and terminal flow improvements strengthen its ability to handle peak demand without sacrificing service standards.

Technology upgrades are also part of the preparation. Expanded Wi-Fi capability, interactive kiosks that mirror the Fly2Houston.com experience and an improved parking reservation system are designed to move passengers efficiently from curb to gate. Multilingual customer service support has been reinforced across terminals to accommodate a diverse international audience.

Andrew Czobor, director of customer experience programs for Houston Airports, said volunteer training aligns with that operational groundwork.

“The World Cup is not just a sporting event. It is a global stage,” Czobor said. “We are preparing our facilities, our signage, our technology and our people. Our Volunteer Ambassadors play a critical role in delivering Houston-friendly hospitality in a world-class, organized and functional environment. This training ensures they can confidently connect passengers to everything our city has to offer.”

For passengers, the difference may feel subtle: clearer signage, smoother curbside flow, a volunteer who can explain METRO connections or recommend a museum before kickoff.

For Houston Airports, it reflects its core purpose — to connect the people, businesses, cultures and economies of the world to Houston.

In less than 100 days, the matches begin.

Houston Airports is ready to welcome the world.