For most travelers, airports are places of movement—hurried footsteps, ticking clocks and tight schedules. But for those passing through William P. Hobby Airport (HOU) during the bustling holiday season, one constant made the chaos a little more joyful: Etta Prejean.

Over four days in December, nearly 180,000 passengers traveled through Hobby Airport, North America's first and only 5-Star Skytrax airport. While passengers navigated long lines and packed flights, Etta Prejean, a custodian with Houston Airports, turned her corner of the airport into an oasis of calm and comfort. She didn't just clean restrooms—she created experiences. And passengers noticed.

A star in the spotlight 

Etta's outstanding service, which began when she joined Houston Airports on December 19, 2022, earned her an astonishing eight compliments submitted online by passengers between December 20 and December 23. From remarks about her "Christmas spirit" to applause for her ability to keep restrooms running "super efficiently," Etta didn't just meet expectations—she soared above them.

"Etta was a wonderful greeter in this restroom location. The restroom was super clean! Etta was cheerful and deserves a high five from Santa! Thank you!"

"The woman working the women's restroom nearest Velvet Taco this morning needs a raise! She was absolutely amazing. She greatly improved my stressful airport experience. Please thank her for all the joy she shared with travelers this morning."

"Etta was amazing!! Super energy early morning and busy holiday travels."

"Nicest and cleanest airport bathroom I've ever been in. Etta was so cheery and sweet, greeting everyone at 5:30 a.m."

"Etta was so helpful and efficient. She kept the line moving to all open restrooms. This was such a huge help since I was short on time. Etta had a smile on her face and Christmas in her heart. She was helpful to everyone and wished them Merry Christmas to every exiting passenger. Such a pleasure to meet her."

"Etta was the best! Polite and friendly. Simply the best! (To quote Tina Turner)

Etta kept the airport bathroom running super efficiently, all while being very friendly and bringing a smile to travelers' faces. I never leave airport reviews, but she so deserves this shoutout!"

"The attendance in the women's room was so lovely, kind and professional. She greeted every guest with a smile, a great attitude and well wishes for a happy holiday. Truly an exemplary employee. I even heard another guest tell her that she made her day."

A culture of excellence 

Hobby Airport has earned the title of Best Regional Airport in North America three years in a row, and it is custodians like Etta who help maintain its 5-Star Skytrax rating. Clean restrooms might seem like a small detail, but in a travel environment, they have an outsized impact. "Custodians are the unsung heroes of our airports," said Dawn Hoffman, director of terminal management at Hobby Airport. "Etta exemplifies what it means to take pride in every task, showing that even the smallest moments can make a big difference in the passenger experience."

Peter Branch, division manager of HOU custodial services, echoed those sentiments. "Etta's energy and dedication create an atmosphere of warmth and efficiency that travelers appreciate. Her work isn't just about cleanliness—it's about hospitality."

More than a clean restroom 

Houston Airports understands exceptional service requires exceptional people. With over 1,300 employees committed to creating seamless journeys, the airport prioritizes training and empowerment. Etta is part of a team that values clean facilities and meaningful connections with travelers, and her story reminds us that excellence is in the smallest acts. 

Whether offering a cheerful greeting, keeping lines moving, or maintaining spotless spaces, Etta demonstrates excellent service is both an art and a gift. "Etta's dedication proves that even small moments—like a warm smile and a clean restroom—can make a lasting impression. Her service shines as our commitment to world-class hospitality," said Branch.

Etta Prejean may not wear a cape, but at Hobby Airport, she's nothing short of a holiday hero. As passengers continue to walk through HOU's award-winning terminals, they will likely carry her kindness with them—proof that even in transit, home can feel a little closer.