By ensuring airport operations remained smooth, offering clear communication and providing a helping hand, Houston Airports ensured that even when the skies get a little bumpy, dedication to the passenger always takes flight.
Houston Airports Customer Service Supervisor Anthony Gillum shares bottles of water with passengers at IAH Terminal A on Friday, July 19.
In the midst of a global hiccup caused by an IT issue on July 19, Houston Airports prioritized customer service, helping to ease a stressful situation into a heartwarming display of Houston hospitality at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU).
The widespread outage forced some airlines to request the Federal Aviation Administration (FAA) to issue ground stops for their flights for much of the morning, leaving countless travelers stranded and anxious.
Early this morning, the Houston Airports Infrastructure Technology Division worked with the City of Houston to restore software service to computers throughout the airport system impacted by the global IT outage. It's important to note that the impact did not have an effect on airport operations and the FAA did not issue a ground stop for Houston’s airports.
"While some of our partner airlines were impacted by a global IT outage, IAH and Hobby Airport remain fully operational," Houston Airports shared in a post at 7:39 a.m. on social media platform X. “We urge passengers to check the status of their flights with their airlines before arriving at the airport.”
This proactive communication cut through the confusion, empowering passengers to navigate the unexpected delay with trusted information.
Recognizing the frustration that can accompany unpredictable travel disruptions, Houston Airports deployed additional employees from other divisions to assist customer service teams working the front lines at Bush and Hobby airports. From questions about impacted airlines to help navigating the airport and handing out bottles of water to passengers patiently waiting in the IAH Terminal A Ticketing Lobby, Houston Airports employees did their best to support impacted airline partners and their customers.
"Our fantastic customer service team is here to help with any questions and offer bottled water to our travelers," read a social media post for Bush Airport on X at 11:57 a.m. "Before you head to IAH, check the status of your flight with your airline. Thank you!"
Adding a touch of furry magic to the situation, the Houston Airports Therapy Dog Program deployed its most valuable assets – adorable canine companions and their dedicated volunteers. These wagging stress-busters made special rounds throughout the airport, offering weary passengers of all ages precious moments of joy and a comforting dose of doggy affection.
“Volunteers make all the difference! 🫶 Our #IAHTherapyDogs 🐶 are up early on their day off, making their rounds to bring passengers some joy and comfort as our airline partners continue to work to reestablish their service operations,” read a Houston Airports post on X shared at 10:12 a.m. “Thank you, volunteers!”
Oliver and Clyde comforted passengers at Bush Airport while Abby made her rounds at Hobby Airport.
The scenes serve as a poignant reminder of the airport's role - not just as a transit hub but as a community space where people can come together, even in challenging times. By Friday afternoon, the FAA cancelled ground stops for all airlines impacted by the IT issue as airlines restored their operations while informing passengers of their options to rebook July 19 flights for another day.
By ensuring airport operations remained smooth, offering clear communication and providing a helping hand (and paw!), Houston Airports employees ensured that even when the skies get a little bumpy, their dedication to passenger comfort takes flight.