Houston Airports renews ACI Level 2 customer experience accreditation

Jul 28, 2026

Recognition reflects a sustained, organizationwide commitment to improving the passenger journey.

HOUSTON — George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) have renewed Level 2 of the Airports Council International Airport Customer Experience Accreditation, demonstrating the airport system's continued commitment to a consistent, passenger-focused experience.

Level 2 recognizes airports with a clear customer experience strategy, supporting tools and cross-functional leadership. IAH and HOU first achieved Level 2 in 2025 after attaining Level 1 in 2024.

“Retaining this accreditation reflects the continued commitment of our entire organization to exceptional customer service,” said Molly Waits, deputy director of aviation for marketing, communications and customer experience at Houston Airports. “Every division helps shape the passenger journey, from the systems that help us understand our travelers needs to the daily work across airport operations, commercial offerings, infrastructure, financial stewardship and communications.”

ACI accreditation is valid for 12 months and must be renewed or advanced annually. Houston Airports will continue building on its customer experience strategy through passenger journey mapping, deeper insights and more targeted communications.