In a world often defined by hurried commutes and impersonal interactions, one Houston Airports employee is making a difference one passenger at a time. Keith Bailey, a Houston Airports Landside Operations Agent at William P. Hobby Airport (HOU), recently went above and beyond his duties, earning high praise from a grateful airport guest who took the time to fill out an online feedback form in support of Bailey, who joined the Hobby Airport Landside Operations team in February 2024. 

The guest recounted how on July 19, they were unloading at the Departures Curb for Southwest Airlines. Bailey, who is responsible for moving traffic through the Departures area, spotted a potentially dangerous buildup of pine needles lodged in the gap between their vehicle's windshield and hood and promptly removed it while the guest was in the vehicle. According to Bailey, the entire area where the windshield wipers are tucked away when not in use was full of pine needles. The act, seemingly small, was a lifeline to a worried traveler. "Bailey removed it for me because I have no one to assist me at home. He wanted to make sure it would not cause an engine fire. Thank you, Keith, for your kind help.”

LEAVE A COMMENT | Houston Airports online feedback portal 

Such acts of service are a cornerstone of the “Houston Friendly” hospitality that has become a signature of Houston Airports, even with an ‘Active Loading’ policy in place.

“Our team is dedicated to keeping our processing pleasant," said Monica Horvath, Division Manager, HOU Landside Operations. “Instances like this, highlight the balance a Landside Operations Agent seeks to maintain; adherence to strict policies while delivering a positive and lasting guest experience.” 

Active Loading policies have been in place for some time at Hobby Airport and were put in place at George Bush Intercontinental Airport (IAH) in May 2024. Active Loading streamlines traffic and improve passenger experience.

LEARN MORE | Houston Airports implements ‘Active Loading’ to streamline traffic at IAH

Active Loading ensures that vehicles picking up or dropping off passengers are occupied and ready to move when they pull up to the curb. This is managed through clear signage and courteous reminders from Houston Airports staff. The policy is designed to keep traffic flowing smoothly, preventing unnecessary delays and congestion.

While these policies are essential for efficient operations, it's the personal touches from employees like Bailey that truly set Houston Airports apart. While Bailey may be only five months into his career with Houston Airports, he's already received multiple compliments from airport guests.

On July 18, Katherine, who was picking up a Frontier Airlines passenger at Hobby Airport submitted the online compliment, "Keith Bailey was a huge help!" 

On July 22, Haley, who was picking up a passenger Hobby, at the only 5-Star Skytrax airport in North America, shared, "Keith Bailey- landside agent at Hobby was so helpful and polite! This was my first time picking up someone from an airport and he was so kind and explained everything to me. Great job Keith!!" 

Earlier this year, the Houston Airports Guest Experience team equipped passenger-facing airport employees with laminated cards to hang from their I.D. lanyards. The cards features a QR code that links to the online feedback form, which can be accessed here. 

Josh Samic, who helps to review online feedback comments for Houston Airports, emphasized the importance of Bailey's positive feedback. "While it seems like a small gesture, I find it quite inspiring to witness these small acts of kindness, purely for the sake of being kind. It's not easy when you're responsible for moving hundreds of people per day through a traffic zone. It was really nice that he took just a few extra moments to make this guest's brief visit memorable enough to send us a message."

Keith Bailey's thoughtful act underscores the commitment of Houston Airports employees to deliver a world-class experience, even during the hustle of the summer travel season. Such gestures remind us of the importance of humanity in maintaining a positive travel experience.