On December 14, George Bush Intercontinental Airport (IAH) will open its brand-new International Arrivals Curb, a long-awaited solution to traffic chaos and passenger frustration. But before the first car pulls up, the curb has already seen hundreds of “arrivals” in a comprehensive rehearsal designed to test every element of the passenger experience.

The large-scale exercise brought together nearly 300 Houston Airports employees and hundreds more who used the trial for training. For those who participated, it was more than a test run—it was a chance to step into the shoes of international passengers and help shape a world-class welcome to Houston.

Testing the journey, step by step
The trial, led by Houston Airports Operational Readiness and Airport Transition (ORAT), simulated the passenger experience from the moment travelers exited U.S. Customs and Border Protection (CBP) Passport Control to their pick-up in one of six designated curbside zones. Each employee received a script outlining a unique scenario, from simple tasks like walking to a pick-up zone to more nuanced challenges like navigating with pets or seeking assistance in a second language.

One prompt read: “You’ve just arrived from Doha (DOH) on a Qatar Airways flight and have exited through Customs. Please locate your vehicle and walk through without any issues. Finally, please pretend to get into a vehicle waiting in Zone 1A.”

For scenarios like this, the trial tested whether passengers could intuitively find their way or seek help if needed. Participants provided real-time feedback by scanning a QR code on their scripts and filling out surveys that evaluated signage clarity, staff responsiveness and overall ease of navigation.

“This trial was designed to be as real as possible,” said Houston Airports Chief Operating Officer Kelly Woodward. “We wanted to put ourselves in the shoes of our passengers—whether they’re traveling alone, with family or even with pets. It’s about anticipating every need and creating an environment that is both functional and welcoming.”

Every role, every challenge
Employees played every conceivable role in uncovering potential challenges. Scenarios ranged from passengers needing wheelchair assistance to travelers searching for smoking areas or struggling to navigate ride-share apps in a second language. Each prompt added layers of complexity to ensure the system could handle the diverse needs of Houston’s global travelers.

Equally vital to the operation was the involvement of Terminal Management, which oversees custodians and customer service representatives—frontline teams crucial to delivering a first-class experience. These employees often provide the first personal interaction passengers have upon arriving at Bush Airport, setting the tone for their journey.

“The rehearsals are invaluable for our passenger-facing teams,” said Houston Airports Assistant Director of Terminal Management Andrew Czobor. “Through these interactions, our employees learn to anticipate passenger needs and build meaningful connections. The feedback we receive from these trials gives us insight into how we can deliver the best experience from day one.”

The trial also represented the culmination of years of preparation for many teams involved. “This was our chance to make sure no stone was left unturned,” said Houston Airports Assistant Director of Operational Planning and Readiness Paul Murphy. “We don’t just plan for the average traveler; we plan for everyone.”

Law enforcement and Houston Airports Operations-Landside Agents rehearsed managing traffic flow, while third-party vendors like SmartCarte practiced safely retrieving luggage carts under live conditions. The trial served not only as a comprehensive system test but also as a hands-on training opportunity for the hundreds of employees who will staff the curb when it opens.

Feedback that shapes the future
As participants cycled through scenarios, they submitted feedback to fine-tune the operation. From improving signage placement to streamlining curbside zones for private vehicles, taxis and ride shares, every detail was addressed. Adjustments were made in real-time, reinforcing the commitment of Houston Airports to creating a world-class experience.

“Practice makes perfect,” said Houston Airports Senior Division Manager of IAH Landside Operations Bobby Miller. “The feedback we received from this trial is invaluable—it’s helping us ensure passengers can navigate the new curb effortlessly.”

Houston’s welcome reimagined
When the International Arrivals Curb officially opens, it will feature six operational lanes to improve safety and efficiency, with two additional lanes set to open in January 2025. For passengers arriving in Houston, the curb represents the beginning of their experience with the city—a first impression that the Houston Airport System takes seriously.

“This curb is more than infrastructure,” said Houston Airports Chief of Operations Steve Runge. “It’s a promise to deliver the kind of ‘Houston-friendly’ hospitality we are known for—in an environment that’s as organized as it is inviting.”

Experience the new curb
Travelers can expect a streamlined journey, guided by clear signage and attentive staff ready to help. Drivers are encouraged to follow signs on North Terminal Road for Terminals C/D/E and, eventually, the Terminal E International Arrivals Curb. Passengers exiting U.S. Customs will find their way to the appropriate pick-up area with ease, thanks to the trial that tested every detail.