Welcome toWilliam P. Hobby Airport

On a Tuesday morning in August, Ella Ghica sent a thank-you note to the families of teenagers who had spent their summer helping passengers at Houston’s airports. A few hours later, one parent wrote back.In her note, Ghica described what she witnessed in the terminals. In his reply, Jerrold Sarmiento described what he saw after his daughter came home.Read together, the emails reveal what can happen when communication moves off a screen and into public life.At the center are four words: “May I help you?”“For many of the teens, approaching a passenger who appeared lost or needed assistance was challenging at first,” wrote Ghica, manager of outreach initiatives for the volunteer programs at George Bush Intercontinental Airport and William P. Hobby Airport. “It takes confidence to walk up to someone and ask, ‘May I help you?’”In 2026, teenagers have not forgotten how to talk. They have simply grown up with time between thought and response. On a phone, tablet or computer, a message can be drafted and revised. Even a sent text can be edited. There is time to shape the response and the image it projects. Face-to-face conversation in an airport terminal offers no such buffer.The need for help does not arrive as a smartphone notification. The teen volunteer has to recognize it and answer without rehearsal.The Houston Airports Teen Volunteer Program, now in its second summer, is open to teenagers whose parents work for Houston Airports. Ghica’s email makes clear that confidence was not a prerequisite. It turned out to be one of the program’s results. “After spending time in the terminals and gaining experience, we watched their confidence grow,” Ghica wrote. “Seeing that transformation was one of the most rewarding parts of the program.”The teenagers were learning customer service, but they were also learning how to enter a moment that did not belong to them. Someone else was lost. Someone else was worried. To help, they had to turn their attention outward and speak first with enough assurance to put a traveler at ease. By the end of the summer, Ghica saw teenagers who had once hesitated become part of the daily rhythm of the airport.“Your teens not only helped our passengers — they became a valued part of our airport family,” she wrote.Sarmiento recognized the change Ghica described because he had been watching it from the other side.A Houston Airports employee whose daughter participated in the program, Sarmiento saw what no airport supervisor could: the stories she carried through the front door.“She came home with so many positive stories about helping passengers,” he wrote.LEARN MORE: Volunteer with Houston AirportsThose stories were evidence of something deeper. His daughter was not merely recounting how she had spent her day. She was describing moments when she approached someone she did not know and became the person who could help.“I could also see how the experience helped her become more confident in communicating with others and stepping outside of her comfort zone,” Sarmiento wrote.His reply adds something an institutional thank-you note cannot: a parent’s knowledge of who a child was before the summer and what had begun to shift.“It was much more than simply volunteering,” he wrote.The program gave his daughter, Sarmiento said, “a greater understanding of what it means to serve others.”Their two perspectives explain why a teen volunteer program matters at a moment when adolescence and air travel are increasingly mediated by technology.A phone can guide a passenger to a gate. It cannot always recognize when someone is too uncertain to ask for help.For the teenagers, the work required a different kind of attention. They had to watch the people in front of them.That is a practical skill learned in public, one passenger at a time.Ghica saw it in the terminals. Sarmiento saw it at home.“We are very grateful to you and everyone at Houston Airports who welcomed, encouraged and guided the teens throughout the summer,” he wrote. “She will carry the lessons and memories from this summer with her for years to come.”Next summer, when a teen volunteer asks, “May I help you?” those four words may help a passenger find their way — and a young person find their voice.

At William P. Hobby Airport (HOU), the handoff takes only a few seconds.One employee reaches into a red cooler. Another, dressed to direct traffic along the curb, accepts a cold bottle of water and heads back toward the vehicles moving behind him.There is no interruption to the work. Just one Houston Airports employee making sure another is ready to step back into the heat.During a Houston summer, that small exchange carries real weight.The work of keeping an airport moving extends far beyond its air-conditioned terminals. Houston Airports employees direct traffic along crowded curbs, inspect runways and taxiways, maintain airfields, respond to incidents and help passengers make their way through unfamiliar surroundings.Some of the work is visible to passengers. Much of it is not. Nearly all of it continues even as temperatures climb.Across HOU, George Bush Intercontinental Airport (IAH) and Ellington Airport (EFD), operations teams cover three shifts every day to maintain 24/7 operations. Each shift brings different assignments and challenges. During the summer, the people doing that work rely on the same basic protections: water, thoughtful planning, appropriate breaks and coworkers who pay attention.At IAH, coolers are stocked across the terminals so employees can get water without stepping away from their responsibilities for long.“During the summer heat, complimentary water and electrolytes are available on every shift, and during periods of extreme heat, employees across our operations can access water and freeze pops,” said Harold Anderson, terminal operations supervisor at IAH. “We have coolers available in every terminal, and employees are encouraged to grab what they need and cool off when they need to.”Inside one supply cabinet, stacks of cups sit beside containers of electrolyte mix. It is a simple setup, but its purpose is clear: Give employees what they need before the heat begins to take a toll.At HOU, John Kempf said the effort reflects a broader commitment to employee well-being, no matter the season.“We want our employees to know that we’re looking out for them year-round,” Kempf said. “When Houston’s weather takes a turn for the cold, we’re there for our teams then, too, with hot beverages available to help keep everyone warm and comfortable.”Water and cooling resources are one part of the strategy. Time is another.Not every outdoor assignment can be moved. Airfield inspections, incident response and other critical duties must happen when they are needed. But when the work allows for flexibility, employees can arrange some assignments around the most intense heat of the day.“Another way to beat the heat is to be proactive in planning our day,” said Ryan Walker, airside division manager at HOU. “Some may elect to do an early morning inspection while it’s cooler rather than wait until the heat of midday.”That does not mean delaying essential work. It means knowing the day’s responsibilities, checking the conditions and making smart decisions about when flexible assignments can be completed safely.On an open airfield, the difference can be significant.There is little shade on the broad stretches of concrete where maintenance employees mow, paint, operate equipment and complete repairs. The sun reflects off the pavement as crews move through work that is physically demanding and essential to airport operations.“Regardless of the shift, maintenance workers are out in the heat on a regular basis,” said Dwayne Pearson, maintenance supervisor at HOU. “Whether it’s the mowers in the morning or the painters on the airfield, it’s challenging to work in the elements. Our crews manage it by taking care of themselves, taking breaks and making sure they have enough water to stay hydrated.”For employees assigned to terminals and curbs, portable cooling equipment and climate-controlled vehicles can offer relief between assignments when operations allow. Employees working outdoors are also encouraged to use appropriate sun protection and ask their managers about available hats or other resources.But equipment and supplies are only effective when employees use them and recognize when someone may need help.Heat illness does not always arrive dramatically. It can begin with a headache, nausea, dizziness, weakness, unusual fatigue or heavy sweating. An employee experiencing symptoms should stop working, move to a cooler area and notify a supervisor.Confusion, slurred speech, loss of consciousness or seizures may signal heat stroke, a medical emergency. Call 911 immediately, begin cooling the person and do not leave them alone. Additional information is available through the Occupational Safety and Health Administration’s heat illness guidance.Before heading outside, employees should fill their water bottles, know where they can cool down and ask their managers for any additional resources they need. They should also pay attention to the person working beside them.At an airport, safety is often associated with major systems, specialized equipment and carefully coordinated operations. But during a Houston summer, it can also look like something much simpler: a cooler lid lifting and a cold bottle of water passing from one employee to another.Take the water. Take the break. Then look out for the next person.

For millions of travelers arriving during FIFA World Cup 2026, Houston will begin at the airport.Between June 12 and July 6, Houston Airports expects an estimated 4.5 million passengers to travel through George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU), a high-volume summer stretch shaped by the world’s largest sporting events.Some passengers will arrive for matches in Houston. Others will connect through Houston on their way to another host city. Many will experience IAH or HOU as their first glimpse of the region and their final stop before heading home.Houston Airports is preparing for all of them.“Houston Airports is ready to welcome the world,” said Jim Szczesniak, director of aviation for Houston Airports. “Whether passengers are arriving for matches in Houston, connecting to another host city or returning home after an unforgettable visit, our teams are focused on making their airport experience smooth, intuitive and Houston-friendly.”At IAH, Terminal E is fully operational and ready to support international and domestic travel during the summer, one of the busiest periods of the year. The terminal adds capacity, improves passenger flow and strengthens the curb-to-gate experience at one of Houston’s most important global gateways.Passengers will also see new concessions and amenities across IAH, including Landry’s Seafood House at HOU and Simone Biles Taste of Gold at IAH, offering travelers a distinctly Houston experience before they board or after they arrive. New restrooms have also come online, adding comfort and convenience during a high-volume travel period.RELATED | Houston Airports opens restrooms as $30M renovation continuesAt IAH and HOU, passengers will find free in-terminal activations that bring the energy of FIFA World Cup 2026 into the airport experience. The family-friendly activations include “spin the wheel” prize giveaways, photo opportunities, an AI photo booth, video games, foosball and prizes for travelers arriving, departing or connecting through Houston.EXPLORE | IAH welcomes soccer fansEXPLORE | HOU welcomes soccer fansThe work extends beyond new facilities and fan activations. Houston Airports customer service teams are preparing to meet travelers where they are, in the terminal and in their language. Team members speak more than two dozen languages, helping passengers navigate terminals, find transportation, locate concessions and move through the airport with confidence.Houston Airports is also encouraging travelers to use fly2houston.com and the Houston Airports app before arriving at the airport. The website and app include flight information, parking details, terminal information and airport updates designed to help passengers plan ahead during a busy travel period.Houston’s air service network gives travelers another advantage. Houston Airports connects passengers to every FIFA World Cup 2026 host city by nonstop air service, giving fans flexibility as they move between matches, return home or continue their trip through North America.Houston is also a primary gateway to Latin America and the South-Central United States, a role that becomes even more important during a global tournament expected to move fans across cities, countries and continents. New and expanded air service, including ITA Airways’ nonstop route between Rome and Houston, is strengthening Houston’s international reach ahead of the tournament.Transportation will be part of the travel experience. Houston Airports is working with METRO, the Houston Host Committee, airlines and regional partners to help passengers understand how to get from the airport to Downtown Houston, FIFA Fan Fest, NRG Stadium and destinations across the region.Travelers are encouraged to plan ahead by checking flight status, reviewing parking availability and allowing extra time during peak travel periods. Parking reservations are available as little as two hours in advance.“Hosting FIFA World Cup 2026 is a defining moment for Houston,” Szczesniak said. “At Houston Airports, we understand our role. We are the front door to the city and we are ready to welcome fans, teams, families and travelers from around the world.”