In the quiet hours between night and morning, when the five terminals at George Bush Intercontinental Airport (IAH) are often empty, a simple act of kindness transformed what could have been a nightmare into a story of compassion and humanity. And if it weren't for a letter written by Tanna Swanson and sent to Houston Airports, this story would have never been told. 

Tanna Swanson flew into Houston to attend a funeral. "I was already feeling emotionally drained and overwhelmed," she wrote from her home in Lahaina, Hawaii. "I arrived at the airport at 1 a.m. and the rental car shuttle had dropped me off at Terminal C." 

Swanson's flight back to Maui was scheduled to depart at 5 a.m. on Friday, August 2. After sitting in the empty terminal for about an hour, Swanson double-checked her flight itinerary and realized her flight would be out of Terminal D. A security guard encouraged the woman to walk directly to the terminal.

The self-described 67-year-old "senior with a bad knee" says she hesitated but walked from Terminal C to Terminal D around 2 a.m. – when both the Skyway and Subway systems shut down for daily maintenance before resuming service ahead of the first flights of the morning.

"Terminal D was also quite empty," wrote Swanson, "aside from a few personnel polishing the floors." Eager to get home, Swanson says she patiently sat in the Terminal D Ticketing Lobby for another half-hour before rechecking her flight details, "and it was then that I realized that I no longer had my I.D. with me."

With a pit in her stomach, she described feeling overwhelmed and alone - again. 

In August 2023, Tanna Swanson was among the Hawaiians impacted by a series of wildfires on the island of Maui. The fires are the worst natural disaster in the state's history. More than 2,200 structures in the community of Lahaina were damaged or destroyed – including Swanson's. A year later, worry and anxiety returned as she panicked at the airport.

"Losing my I.D. in such an unfamiliar environment only added to the stress. I felt completely lost and confused. But then Mark appeared like a guardian angel." 

Mark Batson is a veteran employee of Houston Airports. The Custodial Supervisor has held many roles at Bush Airport over his two decades of public service for Houston Airports - the aviation department for the City of Houston. He started his career with Houston Airports as a skilled laborer. He worked in ground transportation as a regulatory investigator and mitigated traffic along the Departures and Arrivals curbs at Bush Airport before becoming a senior customer service representative and eventually a custodial supervisor. His experience has connected him with thousands and thousands of passengers and every corner of Houston's biggest airport. 

Batson, who works the overnight shift, was nearing the end of his workday when his path crossed with Swanson's. 

She explained that she believed she dropped her identification card – needed to board an airplane – in a women's restroom in the Terminal C Ticketing Lobby. With her bad knee, Swanson worried she would have to walk to retrieve the card. "Mark made some calls on his radio… by now, it was almost 3 a.m. He explained how I could take the Subway train back to Terminal C, as the trains would start running in a few minutes." Swanson explained. "While giving me directions on navigating the airport, Mark was keen to notice that I wasn't comprehending what he was saying."

Instead of sending Tanna Swanson on her way, Mark Batson never left her side. 

“Tanna Swanson is a kind woman who was in distress and needed help,” wrote Mark Batson in an email with Houston Airports Communications. “I could tell she was very grateful for my help.”

He escorted her back to Terminal C on the subway, using his radio to communicate with staff members as they searched for the I.D. "Sure enough, a kind woman had found my I.D. and gave it to the custodian cleaning the bathroom," wrote Swanson. 

Batson escorted his new friend back to Terminal D so she could clear TSA Security and be on her way. 

The chance encounter lasted less than an hour on August 2. The moment's meaning—however fleeting—could be measured by the time and thought Tanna Swanson took to write a letter of gratitude. She sent the letter to Houston Airports on August 20, more than two weeks after crossing paths with her 'guardian angel.' 

"Mark's compassion and generosity in that moment were nothing short of extraordinary. He saved me that day," Swanson recounted. "After losing my home and business in the Maui fire last year, people like Mark remind me that there is still so much good in the world."

Good in the world – airports included. 

“I am genuinely touched that she took the time to write such a heartfelt letter on my behalf,” said Batson of his surprise to receiving the gracious message weeks after meeting Swanson. “The letter means a great deal to me, and I cannot fully express how much her gesture of recognition means to me.”

Mark Batson's actions are exceptional and kind – and fortunately for other passengers, they are not unique. 

Houston Airports employees strive to deliver world-class service every day, no matter the time of day, the terminal, or the circumstances. Whether it's a note of gratitude from Hawaii or a compliment shared through the Houston Airports Online Feedback Portal, connections made between any of the 1,300 Houston Airports employees and passengers are meaningful and memorable. Sometimes, those genuine connections happen in seconds during a pickup or drop-off; other times, they stretch minutes across multiple terminals.

"Mark Batson's kindness has left an indelible mark on Tanna Swanson, one that she will carry with her as she continues her journey through life," said Andrew Czobor, Assistant Director of Terminal D for Houston Airports. "She will never forget her positive experience at Bush Airport. It's a testament to the power of good deeds – big or small - and their impact on those in need."

RELATED | Small backpack, big heart: How a lost ‘Rhino’ brought joy to Bush Airport

RELATED | Passenger praises HOU employee for exceptional kindness

RELATED | Houston Airports employees offer comfort and support during global IT outage