When Ziead Ishaq and his family arrived at George Bush Intercontinental Airport (IAH) in mid-October, they never expected to misplace a FedEx envelope filled with crucial business documents. What could have been a stressful situation turned into a showcase of exceptional customer service, thanks to the efforts of three Houston Airports employees: Jacorey Adams, Mohammad Hilmi and Bop Paneboun.

The moment Mr. Ishaq realized he had left the envelope near the Frontier Airlines gate in Terminal A, concern set in. The documents inside were vital. Reaching out to the Houston Airports Terminal Management team for help, the family quickly connected with Jacorey Adams, a Houston Airports customer service representative known for his dedication.

 Adams immediately began working to resolve the situation. “Doing everything he could to help locate it, Adams reached out to Frontier Airlines. Unfortunately, no one had reported the missing envelope,” explained Russell Marine, Division Manager of IAH Terminal A Customer Service for Houston Airports. Despite lacking leads, Adams remained committed to helping the family recover their documents.

 As the search continued, another Houston Airports employee, Mohammad Hilmi, was nearing the end of his shift. Rather than calling it a day, “Hilmi took the initiative to personally search the area near the gate where the Ishaq's had sat before he headed home,” said Marine.

Hilmi’s persistence paid off. He found the envelope, and, understanding its importance, made sure it was safely handed off to his colleague, Bop Paneboun. Paneboun then delivered the documents to the Lost and Found office, where Mr. Ishaq was waiting.

“Mohammad Hilmi was pleased to reunite missing objects with their rightful owners on the same day whenever possible,” said Gabriele McKown, Supervisor of IAH Customer Service and Lost and Found for Houston Airports. “Bop Paneboun’s exceptional customer service to our passengers and his coworkers is unparalleled. He is an exceptional team member and represents the best of Houston Airports.”

Once the documents were recovered, the Ishaq family expressed their gratitude and insisted on giving a gift to the employees who had helped them. “Our team kindly declined, explaining that staff are not allowed to accept gifts,” Marine shared. “Instead, Mr. Ishaq was encouraged to leave positive feedback online, which would be the best way to express gratitude.”

 At 3:48 p.m. on October 12, Mr. Ishaq submitted a compliment through the Houston Airports feedback portal:

“I would like to express my deep gratitude and appreciation for three outstanding employees who went above and beyond to help me recover extremely valuable documents. They are Mohammad Hilmi, Bop Paneboun, and Jacorey Adams. 

Not only did they assist in locating the missing items, but they also took the initiative to call the airlines, personally visit the area to search, and hand the documents to a kind security employee. 

Their actions reflect the highest levels of honesty, integrity, and professionalism. Despite my offer of a reward, they graciously declined, stating they were simply doing their jobs. IAH is truly fortunate to have such loyal and dedicated employees, and I cannot thank them enough for their remarkable efforts!”

“Thanks to the collective efforts of Houston Airports Customer Service, our team was able to make the day a little easier for the Ishaq family,” said Marine who emphasized that it wasn’t just one person’s actions but the seamless collaboration between Adams, Hilmi and Paneboun.

These employees saw an opportunity to assist a family in need, and they took it—without hesitation. This event reminds us of the impact of genuine customer service. Houston Airports employees strive to create a supportive, thoughtful environment where every passenger feels valued.