Houston Airports (HAS)

Supporting seamless travel across Houston Airports

Sector
  • Aviation
Category
  • Customer experience
  • Booking & reservations
  • Self service & account tools
Deliverables
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Designing one digital experience for two airports

Houston Airports operates two of the busiest airports in Texas: George Bush Intercontinental Airport (IAH) and Hobby Airport (HOU). Together, they serve millions of travelers every year, with HOU recognized as North America’s first 5-star airport in the Skytrax World Airport Star Rating 2022.

 

Airports are no longer only physical environments. Many parts of the travel journey now happen through digital channels before passengers even arrive at the terminal. Travelers check flight status, prepare their route, reserve parking, and plan their time at the airport through their phone.

 

Houston Airports wanted to create a digital experience that could support this journey across both airports. The goal was to make it easier for travelers to prepare, navigate, and move through the airport experience with greater clarity and confidence.

 

Houston Airports partnered with Framna to develop the application, building on earlier work for airports including Hong Kong International Airport, Fort Lauderdale, and Schiphol Airport.

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Real-time travel information

One app across two airports

Built on a scalable digital platform

Supporting the journey before arrival

The experience was built on Framna’s Digital Airport Platform (DAP), designed to support the core digital services travelers rely on throughout the airport journey.

 

Travelers can access real-time flight information, navigate through terminals, and explore restaurants, shops, and airport facilities before arriving at the airport.

 

Many travel decisions happen before passengers enter the terminal. The app supports this behaviour by allowing travelers to check flight status, prepare their route to the airport, and plan their way through the terminal based on personal preferences, including nearby stores and restaurants.

Built around real-time travel decisions

In addition to the capabilities of the Digital Airport Platform, several features were developed specifically for Houston Airports.

 

The app includes integrated TSA functionality, allowing travelers to view estimated security waiting times based on their departure gate. This gives passengers better insight into total travel time and helps them make more informed decisions throughout the journey.

 

Additional functionality includes real-time parking availability and a parking locator feature that helps users find their parked car after arriving back at the airport.

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Two airports. One experience.

One of the key challenges was supporting both IAH and HOU within a single application.

 

Travelers select their airport when opening the app, after which the experience adjusts to the relevant location. At the same time, switching between airports remains simple and accessible throughout the experience.

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Built to evolve with the passenger journey

The result is a digital foundation that allows Houston Airports to continuously improve the passenger experience over time.

 

By combining a flexible platform architecture with airport-specific functionality, Houston Airports now has an application that supports both operational needs and evolving traveler expectations across two international airports.

 

Let’s talk about connected airport experiences.

Contact us
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Stefan Smit Digital Strategist, Framna Netherlands