At William P. Hobby Airport (HOU), delivering world-class customer service isn't just a goal—it's an expectation. Adrian Brown and Gracie Reyes prove why.

Adrian Brown and the case of a missing charger

On February 5, 2025, a computer programmer on a business trip had just cleared the TSA checkpoint when they realized their laptop charger was missing.

"I searched the rest of the bag. No charger. I searched my other bag. Then, I searched the first bag again. Then, the second. Again. It was lost," they wrote in an anonymous compliment submitted through the Houston Airports online feedback form.

Frustrated, they spotted a Houston Airports employee--Adrian Brown--diagnosing a power outlet issue.

"I am a computer programmer on a business trip. Without a computer, however, I am neither of these things. Desperate, I explained my situation to the employee, who promptly outlined the best course of action. Mr. Brown introduced himself, made some calls, and escorted me to his top three suspects for the location of the charger."

Brown checked three key locations: the TSA Desk, Lane 1 at TSA, and finally, TSA near the USPS mailbox—where he found the charger plugged into a charging station.

"Well, he found it, and I was saved. Was my career also saved? I am happy to never know," the traveler wrote.

For Lynette Campbell, Division Manager of Terminal Management at Hobby Airport, Brown's efforts were a prime example of what sets Houston Airports employees apart.

"He saved the day," Campbell said. "Adrian didn't just assist—he took ownership of the situation, stayed with the passenger every step of the way, and ensured they left with exactly what they needed. That's the level of service we strive for at Hobby Airport."

Gracie Reyes: Lending a helping hand

Another Hobby Airport employee, Graciela Reyes, was recognized twice in the same week for her compassion and quick thinking. On February 3, a traveler panicked as she could not call an Uber after misplacing her phone.

"Graciela was so kind in helping me to call my Uber and get my phone—I was so scared and did not know if I would be stranded or what! Thank you for being so kind and so helpful at a time when I was disoriented!" the traveler wrote.

Two days later, another traveler at Hobby, for the first time, was struggling to add their TSA PreCheck number to their mobile boarding pass. Reyes noticed the passenger struggling to figure out how to update the information on her airline's app.

"Gracie asked if she could help me. Not only did she answer my question, but she also helped me resolve my problem! I was so happy that she was there and that I didn't have to take off my shoes to go through the regular line! Gracie is really a gem at Hobby Airport!!!!!"

Campbell praised Reyes' attentiveness and kindness, noting that she and Brown had been "feedback superstars" all week.

Airports may run on schedules and logistics, but at the heart of it all are people—travelers and the employees who keep things moving. For Adrian Brown and Gracie Reyes, excellent service wasn't about doing their jobs; it was about paying attention, stepping up and making someone's day a little easier. And sometimes, that's what makes all the difference.

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