When Yolanda Quintero moved from California to Houston in 2023, she saw an opportunity—not just for a job, but for a purpose. The former social worker turned customer service representative at George Bush Intercontinental Airport (IAH) carries that mission in every passenger interaction. In December, just before the 2024 holiday travel rush, her commitment to customer service became something far greater—a lifeline for a woman desperate to escape a nightmare.
The woman, who Quintero believes is in her 40s, shared that in mid-December she had arrived in Houston from Colombia on the promise of a job. Instead, she was held against her will, deprived of food and water and forced into a hotel room where she says traffickers attempted to break her spirit. After three days, she managed to flee, taking only her purse and what little money she had left. She found herself at Bush Airport, searching for help.
She found Yolanda Quintero.
A moment of trust in Terminal A
“She was nervous. She kept looking around, paranoid,” Quintero recalled. “She saw my Houston Airports uniform and my badge that said I spoke Spanish, and she just walked up to me and said, ‘I need help.’”
The woman had no ticket, no luggage, and no clear plan—just a desperate plea to return home. Quintero reassured her, offering water, kindness and the one thing she needed most: safety.
“I reminded myself; this is why I do what I do,” Quintero said. “I don’t just work in customer service—I work for Houston Airports, and that means making a connection, making someone feel seen, valued and safe.”
Ticketing agents at an airline counter in Terminal A did not speak Spanish and weren’t sure how to assist. Quintero immediately took the lead, translating for the woman, calming her fears and contacting Houston Airports Customer Service Supervisor Douglas Ramirez to escalate the situation.
Coordinating a path to safety
Quintero followed established protocols, calling the Airport Operations Center (AOC) to request Houston Police assistance. Officers arrived and began interviewing the woman, who provided the name, address and phone number of her alleged trafficker. Houston Police explained her options—one of which was to seek medical attention to collect evidence.
“She kept saying, ‘I just want to go home. I just want to go home,’” Quintero said. “But she agreed to go to the hospital first.”
Quintero's supervisor, Douglas Ramirez, is proud she's on the team. "The passenger was able to feel cared for and valued by Yolanda, and this, in turn, encouraged and strengthened the passenger's resolve to persevere despite the terrible tragedy she had endured as a human trafficking victim. Yolanda displayed the RISE To Win values of HAS and communicated, not just in words, but with compassion, so the passenger could feel and believe she was being provided the best care possible."
Houston Airports employees strive to win through R.I.S.E. Relationships, innovation, service and excellence.
While the woman received care, Quintero worked behind the scenes, securing a flight home to Colombia with a Terminal A air carrier. She followed up with the airline later and received the closure she hoped for: the woman had made it home safely.
“I think about her all the time,” Quintero admitted. “I pray that she found the strength to move forward and find peace.”
A frontline defense against human trafficking
Human trafficking is a $150 billion global industry, and airports are often key transit points for traffickers moving victims across borders. The United Nations Office on Drugs and Crime reports that 72% of trafficking victims are women and girls, and holiday travel periods present heightened risks as traffickers attempt to blend in with large crowds.
Houston Airports is actively engaged in the fight against human trafficking, ensuring that every badged airport employee receives specialized training to recognize and report potential trafficking situations. Houston Airports is also a partner of the Department of Homeland Security’s Blue Lightning Initiative, which provides critical resources to aviation industry employees.
January is human trafficking awareness month and on January 11, the public is encouraged to wear blue and raise awareness about the crime that often happens in the shadows.
“We go through training, but you never think you’ll actually use it,” Quintero said. “I’m grateful we talk about it because it’s real. It happens more than we think, especially at an international airport like IAH.”
RELATED | Breaking chains: How Houston Airports is leading the fight against human trafficking
Houston Airports maintains an awareness campaign displayed throughout IAH and William P. Hobby Airport (HOU). The campaign includes signage and valuable resources for human trafficking victims. Houston Airports has trained airlines, community members and the business community on how to spot human trafficking and what to do if suspicions are raised. The airport system has collected more than $80,000 in donations to support local advocacy groups.
A calling, not just a job
Quintero, who joined Houston Airports in April 2023, originally worked as a custodian before transitioning to customer service. Her passion has always been about helping people. “Different place, same purpose,” she said. “I take my job seriously. I enjoy conversations, comforting passengers, reassuring them. I enjoy every minute of it.”
Her journey to Houston Airports started as a passenger. Years ago, while traveling through IAH, she witnessed a Houston Airports custodian go out of his way to help an elderly couple who were lost.
“That moment stuck with me,” she said. “I saw the care and attention, and I thought, ‘I want to do that. I want to make a difference in someone’s day.’” Now, wearing an orange vest that identifies her as a Spanish speaker, Quintero is doing just that—helping travelers navigate not just the airport but, sometimes, life itself.
With the right training, support and mindset, Quintero turned what could have been just another shift in December at the airport into a moment of rescue. She reminds us that small acts of kindness can change the trajectory of someone’s life.
“I’m just grateful I was there,” she said. “And that she made it home.”