William P. Hobby Airport (HOU) West Concourse Gate Expansion and Baggage Handling System
Project Stats
- Location
Houston, Texas
- Size
300,000 SF
- Role
Prime Architect
- Market
- Expertise
Architecture
Aviation Planning
Brand + Graphics
Corgan—Hugo
Interior Design
Passenger experience takes off
In response to increased passenger traffic, Southwest Airlines engaged Corgan to deliver a new, forward-looking west concourse design that puts the passenger journey front and center at Houston’s William P. Hobby Airport (HOU). The team added seven new gates — one international and six domestic — to accommodate the growing number of travelers and implemented intuitive wayfinding strategies with an optimized baggage handling system to streamline the post-arrival experience.
Mapping each step
At the heart of the design approach was an in-depth understanding of the passenger. Corgan's research and innovation team, Hugo, conducted passenger journey mapping to uncover traveler behaviors, needs and stress points. The team collected valuable insights into the terminal experience from a user’s point of view through observing and interviewing randomly selected travelers from their arrival gate to curbside pickup. Based on the observations and interviews, the team developed profiles to inform the design as passengers were grouped into categories like business, leisure and family. Airport staff were also engaged to identify opportunities to enhance their operational experience.
With the passenger journey mapping, Corgan identified where traffic flows could be rerouted to minimize congestion and eliminate bottlenecks, while maximizing visibility and intuitive wayfinding. Passengers not claiming a bag will no longer need to pass through the baggage claim area – they can directly exit the airport. Additionally, an increased number of baggage assignment displays will clearly direct travelers toward their bag claim carousel, improving flow through main corridors and common areas.
To elevate the existing baggage claim area, Corgan has designed updates that include an art features wall and introduce an abundance of natural light through opening the ceiling. The brighter space will intuitively guide passengers and reduce confusion, allowing effortless navigation through the terminal.
Reimagined curb appeal
The team placed a strong emphasis on enhancing the passenger experience beyond the doors of the terminal with a new outdoor plaza and curbside canopy. The new canopy with integrated lighting to evoke a starry night sky will create a welcoming and visually striking atmosphere in tune with Houston’s identity as Space City. The plaza will feature colorful, seasonal plants that bring life and warmth to the curbside area and guide drivers through the central plaza departure area.
Streamlined baggage handling systems
Behind the scenes, a modernized baggage handling system will enhance overall efficiency and passenger experience. The innovative Leonardo cross-belt sorter system will be the second of its kind in the United States and will minimize delays with quicker, more accurate outputs — even during peak travel times. To support these advanced operations, a newly constructed baggage handling system building will help ensure smoother and more reliable processing as more bags need to move through the airport.
Inside, passengers will find an increased number of baggage claims. Claim numbers will be preassigned to reduce passenger confusion after deplaning and shorten wait times, making the process smoother and more predictable.
Thoughtful planning
To minimize disruption to normal operations, Corgan approached the project as a series of carefully planned phases. In close partnership with Southwest and key stakeholders, the team maintained ongoing communication and conducted regular focus group workshops. These sessions provided insights into the operational impacts and allowed the team to proactively adjust schedules and strategize throughout each project phase.
