It’s Thanksgiving week in Houston, and the curbsides at George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) are humming with frenetic energy. Cars pull up in waves, hazard lights flashing as suitcases tumble out of trunks. Minivans double-park as parents wrangle kids. Ride-shares dart into loading zones, while travelers with anxious eyes and tight schedules rush toward terminals. Amid the clamor, a small but mighty team works quietly, ensuring the system doesn’t collapse under the weight of the busiest travel season of the year--Thanksgiving. 

This is a behind-the-scenes look at Houston Airports Landside Operations—unsung heroes who turn chaos into connection.

The hidden engine behind holiday travel

Landside Operations at Houston Airports may not be the first thing passengers think about during their journey, but their work is pivotal. From managing curbside traffic to overseeing parking, shuttles and accessibility, this team ensures every traveler’s journey begins and ends on a high note.

"The job of Houston Airports is to provide a world-class experience from curb to gate, especially during peak travel times like Thanksgiving," said Kelly Woodward, chief operating officer for Houston Airports. "The arrivals and departures curbs are the gateways to the airport experience and our team takes great pride in making that experience seamless."

Their efforts are no small feat. With 2.2 million people expected to pass through Bush and Hobby Airports between November 21 and December 2, the curbsides at Bush and Hobby Airports will be busy. Each car represents a unique challenge: a driver waiting too long, a confused ride-share passenger or a family struggling to unload luggage in the right spot. Every interaction could spiral into frustration—or flow smoothly, thanks to Landside Ops.

A day in the life: The ballet of curbside chaos

Picture this: It’s 7:30 a.m. on Friday, November 23, one of the single busiest days during the Thanksgiving travel rush. Bobby Miller, division manager of landside operations at Bush Airport, is walking the arrivals curb at Terminal A. 

A car blocks the flow of traffic as a driver struggles to find the right terminal—Bush Airport has five terminals. A Landside Ops agent quickly steps in, directing the car to a designated area and clearing the path for others. Across the curb, a mother and her two kids are lost, unsure where to park. Another team member helps them find a nearby lot with availability, easing their stress.

"We’re here to solve problems before they become problems," said Miller. "From the moment someone enters the curb area, we’re thinking about how to make their journey easier."

At Hobby Airport, Houston Airports Division Manager Monica Horvath sees the same dedication from her team. "The holidays bring unique challenges, but they also bring opportunities to show our care for travelers," she said. "We want every person who visits our airports to feel welcome and supported, especially during this special time of year."

A global perspective with a local touch

Houston’s airports are part of a larger conversation about how major transportation hubs manage curbside chaos. Around the world, airports are grappling with surging passenger numbers, ride-share congestion and tighter infrastructure. Houston is ahead of the curve.

With partnerships involving the Houston Police Department, Landside Operations has implemented strategies to keep traffic flowing smoothly, even during peak times. Earlier this year, Bush Airport rolled out ‘active loading.’ It’s resulted in a more efficient operation for both airport guests and agents on the curb. Houston Airports hired 30 additional Landside Ops agents this year to help keep record passenger traffic moving. "We’re not just reacting to problems; we’re building solutions for the future," said Steve Runge, chief of operations for Houston Airports.

The humanity behind the job

For all the logistical complexity, Landside Operations is ultimately about people. A father dropping off his college-aged daughter for her first solo flight. A grandmother arriving from another state to spend Thanksgiving with her family. A stressed traveler running late for a business meeting. Each curbside moment is a microcosm of human connection—and the team at Landside Operations understands that.

"We’re not just managing traffic," said Miller. "We’re helping people connect with their loved ones and their journeys. That’s the heart of what we do."

But it’s a thankless job. 

When curbsides flow smoothly, passengers rarely stop to think about what made it possible. When things go wrong, the team is often the first to face complaints. "It’s not easy, but we take pride in knowing we make a difference," said Horvath.

A call for compassion

This holiday season, as you navigate the curbsides at Bush and Hobby Airports, take a moment to notice the precision and dedication behind the scenes. Every car smoothly directed, every question answered and every delay averted is the result of a team working tirelessly to keep things moving. Landside Operations isn’t just about traffic—it’s about ensuring your journey begins and ends on the best possible note. Patience, a little extra time, and understanding go a long way in creating a travel experience that’s seamless for everyone. After all, as Woodward puts it, "we’re all part of the same journey."

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