Go behind the scenes with Houston Airports to see how teams prepared for the seamless launch of the new Terminal E Ticketing Lobby at Bush Airport.
Houston Airports employees test the new TSA Screening area in IAH Terminal E.
The new IAH Terminal E Ticketing Lobby.
Houston Airports employees test the new TSA Screening area in IAH Terminal E.
A look at the new IAH Terminal E Departures Curb, which features 11 lanes.
Houston Airports employees test the new IAH Terminal E Departures Curb.
The countdown is over. Houston Airports will open the first phase of the International Central Processor (ICP) in February 2025, marking a significant milestone in the ambitious IAH Terminal Redevelopment Program (ITRP). This phase introduces a new Ticketing Lobby for United Airlines passengers flying out of Terminal E.
Before passengers step into this modernized space, months of meticulous planning, testing and teamwork took place to ensure a seamless transition. Kelly Woodward, chief operating officer for Houston Airports, spoke about the intensive behind-the-scenes effort.
“This is not an easy feat,” Woodward said. “The ORAT team has spent months preparing for this. They test everything from the ticket counters to the wayfinding to the curbs to the actual lighting in the building.”
What is ORAT?
For those unfamiliar, ORAT—Operational Readiness and Airport Transition—is critical in preparing new airport facilities for day-one operations. Their mission is simple but essential: identify and eliminate potential issues before passengers arrive.
"Their job is to get the facility ready. Their job is to make sure there are no unforeseen issues or circumstances that pop up on day one,” Woodward explained. “If the facility operates on day one as designed, then ORAT has done its job.”
A Team Effort
Beyond ORAT, more than 300 employees from across Houston Airports volunteered to test every aspect of the new lobby. From checking in at the new Departures Curb to dropping bags, navigating signage and passing through security, these employees played the role of travelers to ensure a smooth experience for the public.
“It took twice as many people to make this happen compared to previous tests of the International Arrivals Curb,” Woodward said. “We had everyone—customer service representatives, custodial staff, infrastructure teams—all contributing. Every single role within our organization is, in a way, passenger-facing.”
A Moment of Pride
The journey to this opening has been years in the making. Woodward recalled how the facility’s operational design was completed in 2020, at the height of the COVID-19 pandemic—a time of uncertainty that makes this moment even more significant.
“It’s finally here,” Woodward said. “We’ve waited a long time. We’ve had a lot of heartache, a lot of traffic, a lot of congestion. But to finally see it come to fruition? It’s amazing.”
Woodward emphasized the importance of momentum as Houston Airports moves forward with additional phases of the ICP and prepares for major events like the 2026 FIFA World Cup.
"We just have to keep going,” she said. “Houston deserves world-class airports, and our passengers deserve a first-class experience and it’s our job to deliver.”
Watch the full interview with Kelly Woodward below.