The power of a prayer and a shuttle ride

When a family’s heartbreak arrived at Houston’s airport, one shuttle driver gave them something they didn’t expect: humanity.

Apr 4, 2025

The shuttle bus ride from Terminal A to the Rental Car Center at George Bush Intercontinental Airport (IAH) usually lasts less than 10 minutes. But on the night of March 26, that ride became something more—a moment of heartbreak, grace and compassion that one family says they’ll never forget.

“We flew in from Ontario, California Wednesday night, trying to get my wife's sister's bedside before she passed away,” a passenger wrote in a message submitted through the Houston Airports Online Feedback Portal. “Sadly, my wife was called while we were on the shuttle bus to the car rental area and notified that her sister had passed away.”

Overwhelmed by grief, the couple stood on the sidewalk outside the rental car center. “My wife was crying as we exited the bus, and we stood on the sidewalk hugging each other,” the message continued. “One of the airport workers, I believe it was our shuttle bus driver, rushed over to see what was wrong.”

That driver was Arthur Williams, who works for Transdev U.S., the contractor that operates the IAH Rental Car Center shuttle service. He didn’t hesitate. “We told him about the passing of our family member,” the passenger wrote, “and he immediately asked if there was anything he could do to help and if he could pray for us.”

There, outside the facility on a quiet Wednesday night, Williams prayed with them. “We hugged each other as he prayed for my wife and her family,” the message read. “What a wonderful thing he did for us. We will NEVER forget his kindness.”

Williams didn’t stop there. He walked the couple to the front door of the building and directed them to the right desk. “He was a gentleman and an angel sent to us that night,” the passenger wrote. “Thank you so much for extending Texas hospitality to us in our time of need.”

“Arthur’s compassion that night exemplifies the very best of who we hope to be as a team,” said Ben Herr, general manager of Transdev U.S. IAH Rental Car Shuttle. “He saw two people in pain and simply did what came naturally to him—he showed up with kindness and care. We’re proud to have him on our team.”

For Houston Airports, it was a powerful reminder of the role frontline employees play—not just in operations but in people’s lives.

“The act of kindness by Arthur Williams was not part of any training manual—it came from the heart,” said Kelly Woodward, chief operating officer for Houston Airports. “This is who we are. Whether you’re arriving for vacation or in the middle of heartbreak, our airport community is here to meet you with dignity, compassion and humanity.”

In an era often defined by hurried connections and transactional service, Arthur Williams offered something different: presence, empathy and a prayer. For one grieving family, it meant everything.