Thank you to our sponsors who make this Project LIFToff incentive possible, including Daniels Bistro, World Way West Cafe/Encounter Restaurant and hotel/restaurant members of Gateway to LA,
including:
Starline Tours, Universal Studios Hollywood, LACMA, Buca di Beppo Restaurant - Universal City, Hornblower Cruises & Events, Malibu Family Wines, Pedal or Not Electric Bicycle Tours
Photo (courtesy of the Daily Breeze) shows employees at
LAX taking the Resiliency Edge "kick off" class. To view a news story about the class, click
here.
Tom P, a LAWA bus driver, found a backpack under the table in the bus drivers’ lunch room. Inside, he found school work and school books with a flyer inside for a fund raiser for a school that apparently the little girl who owned the back pack attended.
Tom called the school and told them the situation and told them the name of the little girl whose name was on the backpack. Tom explained who he was, a LAWA employee, and asked for the school’s help so he could get the backpack returned. The school gave him a phone number and a woman answered. Again, Tom explained the situation and the woman let out a happy cry of joy! The mother said that the backpack belonged to her 6-year-old daughter, Hailey.
“Hailey has been devastated since she left the backpack on an Airfield bus during a school field trip to the airport,” her mom said. “She thought she would never see the bag again. All her prize possessions are in the backpack.”
Tom smiled at the thought of what “prize possessions” means to a 6-year-old girl, but he was delighted he could make her happy.
Theresa Saunders, Airfield Bus Operations Supervisor mailed the package back to Hailey, and the young girl had her possessions back because Tom took the time to care.
Entry Num:
137
Company:
Bus
Employee:
Jim G
Name:
Gary Carpenter
Comments:
An airline representative was very upset because my bus was late to pick up his passengers. We were experiencing a bus shortage and I could understand why he was upset. I remained calm and apologized. I told him, again in a calm voice, that as soon as I had gotten the call I had hurried over to meet his needs, then I engaged him and told him now that I was here I would work as quickly as I could to load his passengers and get them on their way. He could see by my calm voice and proaction that I was trying, and finally he calmed down too and said, "Things happen," then he thanked me for doing everything I could to help his customers.
Entry Num:
136
Company:
Bus
Employee:
Kenneth W
Name:
Mark B
Comments:
A pax got on my bus at the remote terminal. He was upset because he didn’t know who I was or where I was taking him. He was anxious that he might miss his party, he said. I engaged him and gave him four pieces of critical information. 1) I told him where he was, 2) why he was arriving where he did, 3) where I was taking him – to TBIT and Baggage Claim, 4) Then I told him what to do to clear Customs quickly and assured him that he would meet his party after that. He thanked me for taking the time to ease his mind and for my sincerity!
Entry Num:
135
Company:
Bus
Employee:
Julia R
Name:
Mark B
Comments:
A pax arrived from China with limited English. I could see he didn’t understand why we were putting him on a bus. He told me he was nervous he would miss his tour guide. I could see all the members of his group were anxious too. I was proactive and realized that the best way to keep them calm was to make sure we got everyone in the group on the bus together. This helped, and I assured the man that once he and his group got through Customs their tour guide would know how to connect with them. Everything would be all right. But I didn’t want to leave anything to chance, so I made sure that we got the whole group off the bus together. This continued to keep them calm as they proceeded into baggage claim nice and happy and smiling.
Entry Num:
134
Company:
Bus
Employee:
S. P.
Name:
Gary C
Comments:
An airline agent and his passengers were upset because my bus was late. I apologized and assured them I would get them to the Bradley terminal as quickly as possible. I continued to engage them and again I apologized that the bus was late, but I told them my order was to get them to the terminal as quickly as I could, and I always take my orders seriously. They could see that I was completely focused on them and this calmed them and by the time we got to the terminal all was well and they all thanked me.
Entry Num:
133
Company:
Bus
Employee:
Michael G
Name:
Gary C
Comments:
A passenger didn’t want to get on the bus because he was claustrophobic. I assured him that I understood his need. The crowd on the bus gave him his trouble, he said, and didn’t want to get on with a crowd. I told him that I would come back for him and bring him to the terminal by himself and he thanked me for my extra effort to serve him.
Entry Num:
132
Company:
Bus
Employee:
Lonn F
Name:
Mark B
Comments:
We got a late dispatch and I was late pulling my bus up to the remote area. The airline agent was on the phone looking for me. I explained the situation in a calm manner and I told him I would load the bus as quickly as possible. Again, I apologized for the delay, and kept working while talking. I loaded the bus quickly, and the agent could see I was serious and he calmed down and thanked me.
Entry Num:
131
Company:
Bus
Employee:
Edna J
Name:
Mark B
Comments:
When I pulled my bus full of passengers to the aircraft, the airline agent signaled to me not to open the doors. She said she needed to attended to something first before the pax could get off and she got off the bus. This made the pax restless when they saw the agent get off and they started calling for me to open the doors. I acted proactively. I put myself into the middle of the situation and made an announcement that I would get the issue resolved, and I did. I spoke to the agent and we worked out a way to get the pax off the bus while the agent finished her business. Many of the pax gave me a cheer!
Entry Num:
130
Company:
Bus
Employee:
Marcus W
Name:
Coordinator
Comments:
An airline agent needed a bus immediately to get his pax from the remote area to the Bradley terminal. But at that moment, I was unloading pax from another flight with another airline. I could see him getting anxious, and I kept him calm by engaging him in a calm tone and told him that as soon as I was finished I would get right on it to meet his need. He said, “Great! That’s what I want to hear!” and he thanked me.
Entry Num:
129
Company:
Bus
Employee:
Roger Y.
Name:
Coordinator
Comments:
My bus was packed. People were upset that they had to be on a bus, when all they wanted was to be at the terminal. I engaged them and I apologized for any inconvenience. I spoke in a calm tone and told them it would just be a short five minute ride. Because I kept talking the five minutes went quickly, and before they knew it they were at the terminal – and they all were happy!
