The only thing brighter than the lobby of William P. Hobby Airport just might be the award-winning experience travelers receive from a diverse and vibrant team of airport employees. The airport’s signature “Houston-Friendly” hospitality, high-tech infrastructure and a lengthening list of amenities - like a video game lounge and live musical performances- have turned Houston’s oldest airport into the newest passenger favorite. 

As of March 2023, Hobby Airport has the hardware to prove it. 

On March 6, the Airports Council International (ACI World) announced that passengers surveyed voted Hobby the Most Enjoyable Airport in North America. On March 15, the airport learned it’s maintaining its 5-Star Skytrax rating.  

For a second straight year, Hobby Airport remains the first and only 5-Star airport in North America. For the second year in a row, Hobby Airport is the World Airport Awards winner of Best Regional Airport in North America. Hobby’s future is bright.   

“One of the strategic priorities of Houston Airports is to make our passengers happy," said Liliana Rambo, Chief Terminal Management Officer for Houston Airports. "Our passengers have a world of choices. Knowing that they seek out Hobby Airport and remember their airport experience as positive is a testament to our work ethic and our commitment to continuous improvements. While we are not driven by awards and accolades, these honors inspire our team to continue redefining what an airport experience can be.”  

The experience offered by Hobby Airport is rooted in Houston. The airport’s unique art deco vibe honors its role as the city’s first commercial airport. Its expanding flight schedule is a nod to the diversity and international spirit of Houston - Space City. The convenience of being a mere seven miles from Houston’s downtown underscores how it’s possible to feel “small-town” comforts while enjoying the perks that come with being in the 4th largest city in the United States. 

“Hobby’s global reach continues to expand as more airlines begin to offer more flights out of Houston’s original international airport,” said Željka Momirović, Director of Air Service Development for Houston Airports. “Amongst Hobby’s current five airlines, the newest entrant, Allegiant Airlines now serves 10 destinations out of Hobby Airport, and as of May 2022, Frontier Airlines serves 4 destinations. But it’s our strong bond and proximity with Mexico that continues to drive up international traveler volume. Even with so much success already, growth is on our horizon. Southwest Airlines plans to expand its hub at Hobby Airport with 7 additional gates coming soon.”  

Hobby and its two concourses - domestic and international - may be small enough for passengers to navigate without guided assistance, but the airport is big enough to keep Traci Rutoski and her team on their toes. 

“We clean everything. More than 500,000 square feet of flooring, terrazzo, tile and carpet. We’re responsible for cleaning restrooms, water fountains, playgrounds and service dog areas. We clean every possible surface multiple times a day,” said Traci Rutoski, Division Manager of Custodial Services at Hobby Airport. She stepped into her position in the days leading up to the global shutdown sparked by the COVID-19 pandemic in March 2020.  “Sometimes custodians feel as if they're in the shadows. They're not. They're out there with the public,” said Rutoski. “It’s why we’re training our custodial staff to offer the high level of customer service that’s become a signature of Houston Airports. When they’re hired, we begin talking to them about what it means to be a 5-Star airport.” 

Skytrax, a premier international air transport rating organization, defines a 5-Star airport as one that provides exceptional standards of facilities and staff service to customers across all front-line areas of the airport environment and through the entire passenger journey. During an annual audit, Skytrax evaluates up to 800 customer-facing areas of an airport product and service. This spans 30 different customer contact points, from the airport’s website to wayfinding signs, maintenance, seating, restrooms, Wi-Fi, dining and shopping and accessible travel.  

There are less than two dozen 5-Star Skytrax airports in the world. Hobby Airport is the only 5-Star airport in North America. Tambre’ Moten and her colleagues had a hand in that.  

“Among the projects focused on expanding accessibility for travelers, I am most proud of our new companion care facility. It offers dignity to our guests,” said Tambre’ Moten who works with the Aviation Risk and Regulatory Compliance Division of Houston Airports. “It's not just about those who need assistance in the restroom, it's also about mothers with adult children who are too large to access a Koala Care changing table found in most restrooms throughout the U.S. In our companion care changing room, caregivers don’t have to worry about having to put their loved ones on the floor.”  

The companion care changing facility at Hobby Airport features an adult-size changing table, a lift and hoist, a wheelchair-accessible sink and toilet and a privacy curtain. Moten shared how families that research air travel will often choose Hobby Airport because it offers accessibility at a level other airports do not. “I'm really proud of that,” said Moten.  

Nicole Owens, Assistant Director of Infrastructure - Project Delivery & Capital Programming for Houston Airports, and her peers are working to make the decades-old facility more sustainable and inclusive.  

So far this decade, the infrastructure team has installed modular restrooms with occupancy sensors and touchless sinks, electric charging stations at gates and LED light bars above flight information displays. The infrastructure team helped to install more detailed wayfinding signage that alerts airport guests to the walking distance between restrooms and dining options.  A child’s playground, a high-tech service animal relief area and a nursing room for mothers were checked off Owens’ to-do list.  

“I'm so proud of our team. We're small in size, but we communicate regularly and work closely with the terminal management team to make sure that we were on the same page about the defined goals," said Nicole Owens, Assistant Director of Infrastructure - Project Delivery and Capital Programming for Houston Airports. To achieve what we have accomplished, so far, takes a lot of moving parts and a lot of talented and driven people. Hobby’s 5-Star Skytrax rating has added a special flair to our canvas. It challenges us to meet and maintain our goals for the benefit of airport guests and the continued pride of our city.”  

Houston is known as the Energy Capital of the World, Bayou City, Space City, and now, through an award-winning airport art program, Houston is building a reputation as Art City. Commissioned artwork and specially curated sculptures, portraits and exhibits invite passengers to stop and enjoy one of the largest public art collections in the aviation industry. Live musical performances by some of the most talented professional musicians in Houston entice passengers to sit and listen. Maricela Kruseman founded Harmony in the Air in 2015 and serves as the program's director. 

“The continuous expansion and extraordinary success of Harmony in the Air is the result of combining several elements to make a difference in the comfort of the passengers by creating a live music program unique in its beauty, content and presentation,” said Kruseman. “A successful management model, concert-like performances, beautiful custom-made stages, and branding and promotion are the ingredients for a memorable, positive and uplifting travel experience. And not only that, but Harmony in the Air has also generated exceptional social media content, and has enhanced Houston’s status as a vibrant, friendly and cosmopolitan gateway city, and contributed to the city’s creative economy growth.”  

From Harmony in the Air to an airport dining experience soaring to new heights, earlier this year Houston City Council approved two food and beverage contracts for Hobby. The 21 new concepts will celebrate some of the city’s most popular restaurants - Killen’s Barbeque, The Rustic, Pink’s Pizza and Common Bond Bakery, among others - and will offer passengers choice among a variety of trusted national brands, like Jersey Mike’s, Yard House, Starbuck’s and Chick-Fil-A.  

“This is a really exciting time to be coming in and spearheading this next evolution of the food and beverage program at Hobby,” said Libby Hurley, Assistant Director of In Terminal Sales for Houston Airports. She was instrumental in envisioning what the next generation of airport dining can be. And while there is only so much physical space inside an airport, Hurley shared that’s what sparks creativity: working within a box is what challenges her to think out of the box.

“We’re elevating our retail vending offerings with exciting new products; we’ve recently opened Gameway, a gaming lounge that accepts Priority Pass, and we’re working on bringing in Chiroport this year," said Hurley, "which will offer chiropractic services to passengers and airport employees. We’re constantly strategizing how to enhance and expand our 5-Star concessions experience.”  

At Fly2Houston.com, guests can review all retail and dining options at Hobby Airport – there's even a map displaying where guests can find restaurants and shops. Online, guests can also reserve and pay for airport parking at a discounted rate and view TSA wait times in real-time. Technology plays a vital role in a 5-Star guest experience.  

“It's important that technology runs smoothly in order for our customer service to be on point,” said Gina Barrington, Manager for the Information Technology Division of Houston Airports. “We're servicing the airlines and their needs, we’re making sure our customer service team can access and update work orders from digital devices, and we ensure customers find accurate information on our online platforms. Our goal is to provide an excellent online experience that seamlessly transitions the passenger into a real-world airport journey.” 

Barrington celebrates the work of her teammates in upgrading information booths, flight information display screens and interactive visitor kiosks positioned throughout the airport. Houston Airports is working to launch an app in the coming weeks. 

“Good customer service, to me, is delivering to our passengers their needs and wants,” said Lynette Campbell, Assistant Terminal Manager at Hobby Airport. “From the online to in-person experience, I encourage our team to be consistent in everything we do, from work orders to customer service. If we stay ready, then we don’t have to get ready.”  

When Campbell received news that Hobby Airport is maintaining its 5-Star Skytrax rating for a second year in a row, she said she cried and screamed in her office. Imagine a lotto-winning moment... but inside an airport.  

“I am delighted that our hard work has paid off twice,” said Campbell. “When you share a common goal, anything is possible.” Campbell transitioned from a career in retail to aviation in 2021. She works closely with Dawn Hoffman, Terminal Manager for Hobby Airport.  

“The team at Hobby Airport is focused on doing the very best for the airport and our guests,” said Hoffman. “When we prioritize goals created to make our airport better, nothing is selfish. We all work from a place of service and gratitude because collectively, we’re doing everything we can make to make our airport shine like the 5-Stars it is.”  

With more than 1,200 employees, Houston Airports is driven by team, motivated by excellence and led by trailblazers in the aviation industry who just happen to be women. 

“One day, during my weekly meeting with Dawn Hoffman and Lynette Campbell I realized we are all women who helped Hobby Airport achieve 5-Stars,” said Traci Rutoski. “While we did not achieve success alone, we did do it as women – and that’s exciting.”  

• Saba Abashawl, Chief External Affairs Officer
• Jocelyn Labove, Chief Aviation Risk and Regulatory Compliance Officer
• Molly Waits, Chief Marketing, Air Service Development and Communications Officer 
• Monica Horvath, Landside Operations Manager at Hobby Airport (not pictured) 
• Mandy Wu, CPA and Assistant Director of Accounting (not pictured) 

"I’m incredibly proud to be among the women placed in a leadership role under the guidance of Houston Airports Aviation Director Mario Diaz,” said Libby Hurley. “I believe Director Diaz truly values having a diverse workforce.”  

Diversity lays the groundwork for empathy and compassion within the workplace. “If there’s something going on within our team or with one of our colleagues, we’re willing to talk about it and execute a plan of action,” said Lynette Campbell.  

As a military veteran, Tambre’ Moten has seen the difference in being led by men and women. “It's empowering to be in an organization where there are educated, brilliant and outspoken women who are proudly proclaiming their ideas,” said Moten.  “I feel confident to be part of a group that desires to increase accessibility for all guests.”  

“Women are driven. We are leaders and we are cheerleaders,” said Dawn Hoffman who began leading Hobby Airport’s efforts to achieve a 5-Star Skytrax rating when she was named Terminal Manager in 2020. “We lead by example. And while we now must work harder to maintain our 5-Star rating, it’s satisfying to know the team at Houston Airports and Hobby Airport is setting the global standard for commercial aviation.” 

Much like the stadiums and arenas of some of the greatest professional sports teams, a 5-Star Skytrax banner hangs from the rafters of Hobby Airport. The only thing brighter than the airport experience may be the pride beaming from a team of aviation workers who happen to be led by several women. 

“I remember attending my first transportation conference in 1992,” said Liliana Rambo. “I was one of three females at the conference. Fast forward to the present day and the results of a transportation industry survey show about 25% of people in senior leadership roles are women. So women are closing the gap and raising the bar in an industry where the sky’s the limit.”