The airport experience is usually a fly-in visitor’s first impression of any city. Often it can be bustling and sometimes confusing, particularly at big airports like George Bush Intercontinental Airport (IAH). But that’s why people like Susan Barrow are around.
For 15 years, Barrow has served as a volunteer welcoming passengers flying into Bush. She answers their questions, provides directions and advice and is generally a friendly face to the millions of people who travel through the airport every year.
“I spend the day helping passengers with all sorts of questions. Some are first-time flyers who feel overwhelmed, and I love being the calm face that says, ‘You’re not lost—we’ve got you,’” said Barrow, who is usually stationed at the Houston First information booth in Terminal A at Bush. “Each shift is different, but what’s constant is the personal connection.”
A retired educator, Barrow is one of more than 150 Houston Airports Volunteer Ambassadors active at both Bush and Hobby airports. The nearly quarter-century-old program includes volunteer ambassadors ranging in age from 18 to 84, who are willing to commit four hours a week to showing a little hospitality to arrivals in the nation’s fourth-largest city.
“We’re proud of the impact our volunteers have made over the years,” said Ella Ghica, Manager of Outreach Initiatives and Volunteer Programs for Houston Airports. Despite rocky periods like the pandemic which saw its ranks drop by 60%, the volunteer ambassador program is bigger today than ever before and continuing to expand, Ghica said.
We chatted with Susan Barrow about what drives her involvement in the program and some of her more memorable experiences at the airport.
HFC: What initially led you to want to volunteer with Houston Airports?
SB: Growing up in Houston, one of my favorite memories was going to Hobby Airport to watch the planes take off and land. Back then, you could walk right up to the gate without a ticket. Years later, I had just retired after 50 years in education, and I saw an ad in the newspaper for the Houston Airports Volunteer Ambassador program. I thought, “What better way to give back to the city I love?” It felt like coming full circle.
How long have you been volunteering and what keeps you coming back?
I’ve been a Houston Airports Volunteer Ambassador for 15 years—and I still look forward to every shift. What keeps me coming back? The people. The travelers. The energy. And the chance to make someone’s day just a little easier. This isn’t just a local volunteer effort—it’s world-renowned hospitality. People from all over recognize our “Houston-friendly” customer service, and I’m proud to be part of it.
What kinds of questions or requests do travelers usually ask you about?
Oh, you name it! “Where’s the restroom?” is probably number one. Then it’s “Where’s baggage claim?” or “Where do I go for pick-up?” People ask about everything from shuttle buses to rental cars to METRO routes. But beyond directions, we also help with reassurance.
Can you share a memorable moment or interaction with a traveler?
Just yesterday, I met a gentleman in his late 80s who’d flown into IAH on Spirit Airlines. He was looking for his daughter and was a bit lost. I got her on the phone and said, “Come on, we’re going to Door 115 on the Arrivals Curb.” As a Houston Airports Volunteer Ambassador, I had the time to walk him where he needed to go. He turned to me and said, “You’re the best person for this job—because you made me feel like a VIP.” That meant the world to me.
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What kind of difference do you think you make in someone’s journey?
Sometimes it takes just three seconds to change someone’s day. I’ve had passengers say I’m their best friend in that moment. And for those few seconds, I am. Maybe it’s helping them get to their gate or calming their nerves. Perhaps it’s helping them make that flight they thought they’d miss. You see the tears in their eyes and realize you didn’t just help them travel. You gave them peace. And they’ll never forget that. They’ll never forget Houston.
Why do you think it’s important for airports to have volunteers like you?
Because people need people, in a world full of technology and kiosks, travelers still want a real person to look them in the eye, smile, and say, “You’re going to be okay.” We help them feel confident, especially for older folks or those who aren’t tech-savvy. We’re not just wayfinders—we’re welcomers. We’re human connections, and that matters in travel.
How has volunteering at the airport changed your perspective on Houston?
It’s deepened my love for Houston. I’ve always been proud to be a third-generation Houstonian, but volunteering makes me want to do even more for our city. I’m constantly rediscovering places and experiences to share with travelers—NASA, the San Jacinto Monument, Downtown Houston, bayou boat rides and incredible restaurants. It keeps me curious and connected. In a way, I’ve become a tourist in my own city so that I can pass that knowledge along to someone else.
What do you hope visitors take away from their experience with you and your fellow volunteers?
I hope they leave Houston’s airports with a sense of how truly kind, welcoming, and helpful Houstonians can be. We’re Houston-friendly, and we’re Texas-friendly. I hope travelers feel seen and cared for…We want them to love this city as much as we do, and we want them to come back.
What does Houston mean to you, and how do you try to share that with travelers?
Houston is home. It’s my city. I want travelers to see Houston's heart—how diverse, generous and joyful our community is. Whether I’m telling them about Rodeo Houston, a hidden gem, or the new METRO 500 nonstop route to Downtown Houston, I’m always trying to connect them to something memorable. We’re not just volunteers. We’re ambassadors. And I carry that pride every time I wear my orange airport polo.
Learn more about the Airports Volunteer Ambassador program.
Written by A.J. Mistretta
Photo above: Susan Barrow at Houston First information booth at Bush.
