The art of the pickup: IAH brings order to the curb

At George Bush Intercontinental Airport (IAH), the curb is no longer a waiting room.

In spring 2024, cars idled along the pickup lanes, doors flung open, drivers scrolling their phones as they waited for passengers who were still clearing immigration or “just grabbing their bags.” Some called it convenient. Most called it chaos.

Houston Airports called time.

On May 23, 2024, just ahead of Memorial Day weekend, a new traffic directive quietly took hold: Active Loading only. If your party wasn’t on the curb, ready to be picked up, you weren’t allowed to stop.

No trunk popping. No lingering. No loopholes.

“We have greatly improved traffic backups during off-peak hours,” said Bobby Miller, Senior Division Manager of Airport Operations for Houston Airports. “This policy shift allows us to deliver a world-class experience by prohibiting traffic from building up simply because vehicles are parked and waiting for passengers along the curb.”

The results were immediate. IN 2024, during the July 4th travel surge, more than 1.9 million passengers passed through Houston’s airports. Curbside gridlock? Significantly reduced. Traffic enforcement was handled by a small army—Landside Agents and law enforcement officers—tasked with enforcing the new rhythm of airport pickup: keep it moving.

It’s a tough-love strategy, delivered with what Miller calls “Houston Friendly” hospitality. “While the policy may seem rigid, its efficiency and consideration for other passengers allows us to move vehicles along quickly so others may pull up to the curb.”

The concept isn’t novel. Hobby Airport has enforced an Active Loading policy for years. Other major U.S. airports—LAX, ORD, ATL—have long banned curbside waiting in the name of post-9/11 security and traffic flow. Bush Airport, until recently, was one of the few exceptions.

But record traffic volumes in 2024 changed that.

With more than 40 new Landside Agents added to the roster—a 50% increase in staffing—Houston Airports is betting that habit change, not just enforcement, is the key to success.

To help, there are three free cell phone lots available 24/7. Temporary lane closures during low-volume periods give staff brief reprieve from the summer heat. And yes, the tone from agents is polite, but firm: if your passenger isn’t curbside, you’ll be asked to keep moving.

There’s strategy in the messaging too. Curbside signage is direct. Social media reminders are rolling out again. And the phrase “Active Loading” is being repeated with a kind of mantra-like consistency. Because changing traveler behavior isn’t just about policies—it’s about narrative.

The challenge now is education. From frustrated drivers to confused first-time visitors, complaints still come in. But as Miller points out, “Our ultimate goal is to create a smooth and stress-free experience for everyone traveling through Houston Airports.”

At IAH, that starts with a simple ask: be ready—or keep rolling.

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FAQs: What you need to know about curbside pickup at IAH

“I didn’t know the rules had changed.” Active Loading took effect at IAH on May 23, 2024. The policy requires that passengers be on the curb, ready to go, before a vehicle can stop. This applies at all terminals and is enforced consistently throughout the day.

“I was told to move, even though I was just waiting a minute.” Curbside stops are strictly for active loading or unloading only. Even short waits can block the flow of traffic for dozens of other vehicles. Agents will ask you to move if your passenger isn’t outside and ready.

“I don’t understand where I’m supposed to wait.” IAH has three free, 24/7 cell phone lots located minutes from the terminals. Drivers are encouraged to wait there until their passenger is at the curb. Signage throughout the airport directs vehicles to these lots.

“This seems harsh or unfriendly.” Enforcement is firm—but courteous. Houston Airports trains all agents to be respectful while helping drivers move along. It’s not about being punitive; it’s about keeping traffic moving and ensuring fairness for everyone.

“There’s no consistency in enforcement.” To address this concern, Houston Airports increased its Landside Agent staffing by nearly 50%. The added presence is helping to create a consistent, visible enforcement effort that reduces confusion and delays.

“This feels unfair to people with mobility issues.” Passengers who need extra time or assistance are encouraged to coordinate directly with their airline for wheelchair services, or to use terminal parking for closer access. Curbside access is limited to active loading only, but accommodations are available inside the terminal.