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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.

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

Houston’s connectivity to Mexico just got stronger—and soccer fans are among the big winners.On April 3, Volaris inaugurated nonstop service between George Bush Intercontinental Airport (IAH) and General Mariano Escobedo International Airport (MTY) in Monterrey, Mexico, expanding its international offerings from Houston’s largest airport. The new route marks a milestone not only for the airline but also for travelers across the region who are seeking more competitive, convenient options to key destinations in Mexico.The new flight launches more than a year before Houston and Monterrey host the 2026 FIFA World Cup. With the addition of this route, Houston now offers nonstop service to all North American host cities for the tournament, including destinations in the United States, Mexico and Canada.“This is a big win for our passengers—and for soccer fans planning their World Cup journeys,” said Kelly Woodward, chief operating officer for Houston Airports. “The new Monterrey route not only expands options for travelers—it reinforces Houston’s role as a global hub where access, opportunity and community all connect. With Volaris increasing its presence here, we’re proud to offer more flights, more convenience and more ways to experience the world.”Volaris will operate twice-daily service to MTY from IAH, growing its commitment to the Houston market. Since launching service at Bush Airport in 2015, the airline has steadily expanded its network. It currently offers seven weekly flights to Mexico City, seven to Guadalajara and four weekly flights to San Salvador, El Salvador through its affiliate Volaris El Salvador.The Monterrey route is only the beginning of this year’s growth. Volaris also announced two additional routes to Mexico launching July 5, 2025: three-times-weekly service to Morelia and San Luis Potosí.Houston has long been a leader in connectivity to Mexico. Since 2014, passenger traffic between the two has grown by nearly 75% with 5.1 million travelers flying between Houston and Mexico in 2024. Houston Airports offers nonstop flights to 24 Mexican destinations. With these additions, Volaris now serves four of Houston’s top eight international markets, offering travelers more choice and price flexibility while fostering cross-border travel for families, businesses and leisure alike.During a morning celebration at the newly expanded Terminal D, Woodward was among the Houston Airports employees who welcomed the inaugural flight with a ribbon-cutting ceremony alongside Volaris representatives, the Consulate General of Mexico and members of Houston First.“Whether you’re traveling for fútbol or family, we’re committed to making Houston the easiest choice,” Woodward said.