How Houston Airports helped a life-changing mission take flight

Compassion on arrival: Inside the new Terminal E at IAH, the power of kindness greets passengers alongside global journeys.

Jun 4, 2025

George Bush Intercontinental Airport (IAH) is a global gateway, welcoming travelers from every corner of the world. But for Janna Altmann, executive director of HeartGift Houston, it’s more than just an international terminal—it’s where hope arrives.

HeartGift provides free, lifesaving heart surgeries to children from around the world who are born with congenital heart defects. Many live in countries where access to specialized cardiac care is impossible. A single surgery can mean the difference between life and death. Since 2000, the nonprofit has helped heal more than 1,600 hearts across 10 countries.

When a young patient from Ethiopia landed at IAH earlier this spring, Altmann and her team waited anxiously at Terminal E International Arrivals. That’s where she encountered Sherrill-Ann Clarke, a Houston Airports customer service representative who offered not only assistance, but empathy.

“Sherrill-Ann D. Clarke was so kind and helpful as we anxiously waited for a HeartGift patient to arrive from Ethiopia,” Altmann later wrote in an online message to Houston Airports. “She made such a difference.”

The interaction reflects the kind of Houston friendly hospitality that defines the passenger experience at Houston Airports—where Respect, Integrity, Service and Excellence (RISE) guide every interaction.

Weeks later, Altmann returned to Terminal E—this time to send another HeartGift patient home. In a rush to the airport, she forgot the child’s passports. She called Douglas Ramirez, customer service supervisor, in a panic.

“I did not know what else to do,” she wrote. “Thankfully, Eyman and his caregiver made their flight and are happy to be home in Ethiopia! I truly appreciate your calming presence.”

"We always appreciate hearing about wonderful experiences our passengers, such as yourself, have with our exemplary employees," replied Ramirez in an email to Altmann.

Terminal E “The new Terminal E isn’t just about glass walls and fresh finishes—it’s a space built for the future of air travel, and that includes compassion,” said Andrew Czobor, assistant director of IAH customer sesrvice for Houston Airports. “Our goal is to ensure every passenger, from first-time flyers to global humanitarian missions, feels seen and supported.”

Terminal E’s modernized TSA checkpoint, streamlined wayfinding and new art installations opened earlier this year as part of a multi-billion dollar transformation of IAH. But for passengers like Altmann, it’s the people inside that leave a lasting impression.

Located just minutes from the Texas Medical Center, the largest medical center in the world, IAH plays a vital role in connecting patients and caregivers to Houston’s globally renowned hospitals and humanitarian organizations. After all, the magic of flying isn’t only about where you’re going. Sometimes, it’s about who helps you get there.