Welcome toGeorge Bush Intercontinental Airport

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.

United Airlines launched its first-ever nonstop service from George Bush Intercontinental Airport (IAH) to Puerto Escondido, Mexico (PXM) on Saturday, April 5. Nestled in the state of Oaxaca, Puerto Escondido is famous for its golden beaches, laid-back surf culture and vibrant food scene. This new Saturday-only route offers Houston travelers a convenient 2-hour and 44-minute nonstop flight to Puerto Escondido.The launch is more than a leisure win—it’s a strategic milestone for Houston Airports.“This new connection to Puerto Escondido is a win for travelers and a signal of what’s to come as Houston prepares to host the 2026 World Cup,” said Kelly Woodward, chief operating officer for Houston Airports. “It’s another example of how Houston Airports is working with airline partners to ensure we remain a primary gateway to Latin America.”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. Puerto Escondido becomes United’s 24th Latin American destination served exclusively from Houston and the 53rd overall, underscoring the hub's significance in United’s global network. Notably, it is the second Mexican destination where United offers exclusive international service, joining Puebla.“The launch of this new route further strengthens United’s position in Houston as the airline’s gateway to Latin America, offering more seats to Latin America, Mexico, and the Caribbean from Texas than any other airline operating out of IAH,” said Phil Griffith, vice president of airport operations for United Airlines. “We are proud to introduce this route and provide our customers with the opportunity to experience all that Puerto Escondido has to offer. United has a long-standing and rich history in Houston, operating more than 500 flights a day at IAH, and we continue to expand our network to meet the evolving needs of our customers. This new service exemplifies our commitment to offering more travel options to and from Houston for years to come.”And Houston’s connectivity stretch doesn’t stop there.United's expansion from Houston continues. In May, the airline plans to launch a new route to Salina, Kansas, and debut nonstop service to Portland, Maine, in June. These additions invite Houstonians to explore diverse destinations, from the artistic charm of Salina to the coastal allure of Portland.

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.