Meet Los Angeles International Airport's N.I.C.E.™ Problem Solvers

We give N.I.C.E. new meaning - "Resiliency Edge" workers Neutralize Irritations Customers Experience™

They solve problems, relieve stress - and produce satisfied customers. Scroll down the page to read all their stories!

Read 2010 winners' stories - and see winners' photos

View 2011 annual winners

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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:

  • Holiday Inn, Courtyard by Marriott, Border Grill, Embassy Suites, Westin, Radisson Hotel, Sheraton Gateway LAX, Paparazzi Restaurant, Daniels Bistro

And to LA INC members:

  • Starline Tours, Universal Studios Hollywood, LACMA, Buca di Beppo Restaurant - Universal City, Hornblower Cruises & Events, Malibu Family Wines, Pedal or Not Electric Bicycle Tours

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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.


Below, See LAX AWARD EVENT news clip (click here to enlarge)


"Resiliency Edge" Success Stories

Entry Num:
300
Company:
CSR
Employee:
Carol H.
Name:
Marie O'Kelly Green
Comments:

It was one of those busy summer days!

Traffic started early and continued to build – then suddenly, power went down in T-2 and passenger anxieties spiraled upward as lines grew longer and travelers snaked outside the terminal. Carol Harding, a Customer Service Agent, rose to the occasion, as she is well known to do. She was proactive and interjected herself into situations with travelers using their faces and stressed expressions as her guide.

She engaged travelers before they could express frustrations and her arms looked like a windmill as she pirouetted on the terminal floor directing anxious travelers to airport employees and airline reps she believed could help them. “Thank you, thank you,” they called over their shoulders as she waved, “happy to do it,” then she turned to the next group needing help.

Throughout the incident she continued to work non stop, then just as things began to calm down a call came from her supervisor: “Carol, can you come quick, they need you over in T 1 to help with congestion.”

Pirouetting again, this time in the direction of T 1, Carol was off to provide her high level of quality service to the next group of LAX customers in need, as she is well-known to do.



Entry Num:
264
Company:
CSR
Employee:
Joyce W
Name:
Turkan Y
Comments:

A woman’s flight was cancelled and she approached me very upset. She was elderly and crying. She said everyone on the cancelled flight had been told they needed to get a hotel for the night and they were all directed to the Red shuttle bus area, but she was confused, and the tears started all over again.

I used my comforting skills and I told her not to worry that I would help her, and I used my cell phone to explore several hotel options to get her one close by and inexpensive, and this calmed her down, once she saw me working on her behalf.

I found a hotel that was acceptable to her and I took her to the Red shuttle area and because she was elderly – she told me she was about to turn 80 – I waited with her and continued to chat with her to make her feel welcome at our airport.

Then I helped her onto the bus and made sure the driver knew where to take her, and I made sure she understood where to return to the next morning, and by now she was smiling, and very pleased. She said thank you, but just helping her and seeing her relax was all the thanks that I needed.



Entry Num:
261
Company:
CSR
Employee:
Irene Y
Name:
Richardo V
Comments:

While working Terminal 2 Arrivals, two passengers from a Toronto flight approached me. They where husband and wife and where in a frantic mood. I asked what the problem was and they told me that their 7 year old granddaughter was missing. I remained calm and asked them where they had last seen their granddaughter and they told me they last saw her in the departures level in Terminal 2.

I asked them to wait there and I went upstairs to look for the granddaughter. I noticed a little girl wondering around the terminal by herself and approached her. I asked if she was lost and she replied by telling me that she could not find her grand parents. I then answered by telling her not to worry that I had found them and went back down with the little girl.

When I gave the little girl back to the grandmother she told me that now her husband was missing. She said he was so worried about the granddaughter that he went to the departure level to look for her. It almost felt like dejavous and I went back upstairs without giving it a second thought and located the grandfather.

Finally after much searching the whole family was reunited. The couple could not thank me enough. They hugged me and shook my hand. They told they didn't know what they would have done if I wasn't there.




Entry Num:
258
Company:
CSR
Employee:
Navin B
Name:
Linda P-C
Comments:

Navin was working the arrivals desk. A 20 year old female passenger approached him saying her credit card would not work. She had forgotten to activate her card for America. She could not take a shuttle to her hotel in Fullerton, because she had no cash. Navin allowed the young woman to use his cell to call Germany and activate her card. The woman had been crying and stopped and was so appreciative. She was now able to begin her vacation in the US.



Entry Num:
257
Company:
CSR
Employee:
Jan L
Name:
Jose R
Comments:

I saw that an elevator was out in TBIT and I called Maintenance. When I passed a while later I saw that it was still not working and I asked my supervisors permission if I could go across to one of the Maintenance offices and see if the order was being worked on.

I got permission and as I was walking I came across a famly with many suitcases and a stroller. They looked a bit lost and so I was proactive and engaged them. I asked them where they were heading and they told me the carrier and I could see they were going in the wrong direction – so I corrected them and pointed them in the right direction.

Then I proceeded on with my internal service issue to get the elevator repair moving.



Entry Num:
252
Company:
CSR
Employee:
Jan L
Name:
Jose R
Comments:

A man was highly agitated because he feared he would miss his international flight. He told me the airline he was on and I took him to that carrier, but as we walked I had a proactive thought to ask to see his ticket. He showed it to me and I saw that in fact he was on a different carrier to the Asian city he was trying to get to. Now time was really short, and I went with him to the correct carrier and waited with him, so I could ask the airline rep for an “express pass.” With that in his hand I showed him where he needed to go and assured him he would be OK. “Thank you, thank you, thank you,” he said over and over.



Entry Num:
251
Company:
CSR
Employee:
Jan L
Name:
Jose R
Comments:

A 75-year-old woman started to cry. She told me she had arrived from Tonga at 8am that morning and it was now 3:30pm and her friend had not come to see her. She told me she had lost $5 in the pay phone trying to call her friend. That’s when she started to cry. I told her I would call her friend and I used my cell phone. I got no answer and left a message for her friend with my number and the location where this woman was.

I told the woman I would check back later, and that’s when she told me the full story about how she was trying to fly to Salt Lake City to see her daughter and her friend was supposed to come see her while she waited for the evening connection to go see her daughter. Now I saw the source of the tears, that she was missing her friend, and had really wanted to see her. Language was an issue, but I helped her do her check in for her evening flight, and that calmed her, since that process had been confusing her also.

Even though she didn’t get to see her friend, I got her on the flight to Salt Lake safely and she told me how thankful she was for all my personal concern. I told her that was my job. Then after she left and caught her flight, I got a call back from her friend. I told her the woman was safe, and though the friend was sorry she had not connected, she was happy to know that there was someone at the airport who had cared for her friend.



Entry Num:
247
Company:
CSR
Employee:
Anna H
Name:
Marlene T
Comments:

A young man was concerned because his flight was cancelled and his baggage had been put on an earlier flight. He was 14, traveling alone and was nervous about what to do.

I engaged him and suggested he check directly with an agent from his airline, then come back to let me know what happened so I could monitor with him. He came back a half hour later and he was supposed to have a four hour layover in Los Angeles and was a little intimidated.

But the agent had found an earlier flight and rebooked him. He had a big smile on his face and was thrilled. As I directed him to his gate he told me how grateful he was that I had taken an interest in him.



Entry Num:
236
Company:
CSR
Employee:
Jabir S
Name:
Linda P-C
Comments:

The passenger had arrived from Mexico at the TBIT terminal. She was in the exit line in the customs area, and was very anxious because her flight connection was very tight. She informed me that her flight was departing at 10:15pm and it was 9:30 now. I asked her for the flight number and airline. I proceeded to coordinator’s desk and checked the computer. Her flight was departing out of terminal 2. It was also 30minutes late. I went back to the line and informed her that she might still make the flight.

I then called Jabir and asked him to meet the passenger at the arrivals area in TBIT. He agreed to meet her and walk her to terminal 2, then get her to the airline ticket counter. He was waiting for her when she exited the customs area. He helped her push her cart during their rush to terminal 2. Once there he located the ticket counter and explained the problem to the agent. The agent told Jabir not to worry, that he would assist her through security and to her plane. He assured Jabir that she would make her flight.

The passenger was overwhelmed by the efficiency and the kindness of LAX staff. Jabir said she could hardly contain herself as she said a hurried “thank you, thank you” and a warm good bye.





Entry Num:
235
Company:
CSR
Employee:
Julia G.
Name:
Marlene T
Comments:

A woman from Birmingham, Alabama had to remain in Los Angeles for two days while the airline worked to rebook her to get her home after she had made a mistake with her travel plans. She was upset because her money was running low and she didn’t know if she’d have enough to pay for two nights accommodations.

My co-worker and I found another young woman who was in a similar predicament trying to get home to Birmingham, and we introduced the two travelers. They were grateful, because that gave them a chance, they said, to pool their resources. Not only that but they said they were happy because they each got a chance to make a new friend!



Entry Num:
234
Company:
CSR
Employee:
Sharon R
Name:
Marlene T
Comments:

A family came down into baggage claim at T 4 anxious and upset because the family that was supposed to meet them had not come. One member called on his cell phone and the party that was supposed to meet them said they were at the airport, but they kept saying, ”We’re not allowed to go inside.”

Finally I figured out that the other family was waiting for them at Tom Bradley building. For whatever reason the family that had come to meet them refused to come over to Terminal 4 for fear of getting lost. I got permission from my supervisor to walk the arriving family over to Tom Bradley, where I created a successful “reunion.”

They were all extremely grateful and kept thanking me over and over.



Entry Num:
233
Company:
CSR
Employee:
Sharon R
Name:
Marlene T
Comments:

I was working Terminal 1 when two young Japanese girls approached me, very upset. One of the girls had left her ATM card on the Westwood Fly Away Bus. I called the dispatcher for the Bus. He asked the time of day the girls left the Westwood station. The dispatcher called back and told us the bus was still at the departure level and would return to the terminal. I waited with the girls for the bus to come back around and the girls went on board and found the ATM card. They were very very happy and thanked me for my help.



Entry Num:
231
Company:
CSR
Employee:
Paul B and Susan S
Name:
Midori M
Comments:

Paul, working Terminal 1, called me to ask if he could escort an elderly man with a walker to Tom Bradley Terminal. The elderly man was from Bakersfield and Travelers’ Aid had arranged passage to take him home by bus.

Paul suggested the man spend his time waiting for the bus at Tom Bradley as there were comfortable chairs and a food court. Later in the evening I found out that Paul had called Susan, who was assigned to Bradley to be on the look out for the man and help him if need be.

When I got Bradley I had Susan point him out to me; and when I talked to the man I found him to be very happy with the service LAWA’s CSRs provided. Susan had bought him coffee, Paul had supplied him with some snacks.



Entry Num:
230
Company:
CSR
Employee:
Sharon R
Name:
Marlene T
Comments:

A couple’s flight to LAX from Paris was delayed 3 ½ hours. They spoke no English came out of the customs area looking ‘lost and worried.’ I could see that and approached them and tried to find out what I could do to help them. They retrieved their cell phone and the text in English said ‘their plane was late and they thought they missed their connection to Honolulu. I asked the security person at the exit if they could speak to a rep from their airline. She said instead they should go to Delta, because Delta had a code share agreement with their airline. I started to walk them to the shuttle bus, but then I was proactive and decided to take a look at their paperwork. They were actually flying another airline to Hawaii and the flight had departed at 3:37 pm and it was now 6:05 pm. I took them upstairs to the carrier’s counter and explained the situation and the agents rebooked them on a later flight. The couple was extremely grateful and thanked me for taking such special care of them.




Entry Num:
229
Company:
CSR
Employee:
Andy C
Name:
Linda P-C
Comments:

One evening at Terminal 4, I was approached by a passenger who spoke very little English, only Laotian. She kept trying to let me know that she was being picked up and something about her bag (luggage). I could not understand who was picking her up or what happened to her bag. Her cell phone battery was low, so I showed where to plug in the charger. We waited and then she called a family member. He spoke a little more English, but was still hard to understand. The long and short of it was the woman’s bag was already in Fresno, and her family members were waiting for her in Fresno. The long and short of it is she had gotten off at LAX and gone to the curb, while instead she should have gone to catch her connecting flight to Fresno. I took her to the carrier and explained the situation and they got her a hotel room for the night, since there wouldn’t be another flight until the morning. I got her to a hotel and told the hotel to make sure she was back at the airport by 7am to catch her flight. She did sign language to me to show how grateful she was!



Entry Num:
228
Company:
CSR
Employee:
Sharon R
Name:
Marlene T
Comments:

A gentleman approached me at Terminal 3 and was panicked about his baggage. He was standing under the green sign when the Flyaway bus arrived. The driver took his bag and placed it into the bus’ baggage area. When the passenger inquired whether the bus was going to Union Station, the driver said Van Nuys. The gentleman was going to Union Station, but the bus driver took off. The bus was en route to Van Nuys approximately four minutes, when I called dispatch for the Flyaway transportation and explained what happened. The dispatcher contacted the bus driver who was then located at Terminal 7 about to leave the airport. The dispatcher told us to wait under the green sign at Terminal 3 and the driver would be back in 5 minutes.
The driver returned with the passenger’s luggage and he was extremely happy the situation was resolved immediately. He and his wife both thanked me. It saved them a lot of time and trouble.



Entry Num:
227
Company:
CSR
Employee:
Martha G
Name:
Midori M
Comments:

One day just before 1630 and the start of our staff briefing, CSR Michael came into the office and told me the woman who had accompanied him to our office wanted to speak to me. The traveler, a State Farm Ins. Agent from Fort Collins, Colorado wanted to tell me that Michael had been very helpful to her.

She had come back to the airport from her hotel hoping to find someone who would gave her options on how to get to the places she wanted to visit around Los Angeles. She was going to have some extra time and she was anxious to see LA.

She was delighted to have “discovered” Michael, she said, and he provided “everything and more.” She was obviously impressed enough to take the time and walk the distance from T2 to our office (eastern most end of T3) to speak to a supervisor. The traveler said she had a business of her own and knew how important customer service is to an organization; that it spoke highly of LAX to have personnel like Michael.





Entry Num:
226
Company:
CSR
Employee:
Joyce W
Name:
Turkan Y
Comments:

A customer was upset because he had forgotten his I Pad on the airplane and spoke hardly any English. I used one or more of the strengths from my Personal Resiliency to solve the problem: I went to the airline with him and explained what had happened. The agent made a radio call to check if the I Pad was found, it turned out it was found and the agent told the customer to wait 15-20 minutes to get it back from the airplane. The customer left happy saying: thank you for getting involved and helping me.




Entry Num:
225
Company:
CSR
Employee:
Cynthia D.
Name:
Linda P-C
Comments:

Cynthia was working the Information desk at the departures level of TBIT. A passenger approached her at the desk and said she had just come into terminal 7 and had dropped her Blackberry on the airplane. Cynthia called the airline for the passenger, so they could check their lost and found room. But the airline did not answer the phone. Cynthia tried to call several times. Each time there was no answer. The passenger’s flight was ready to depart for New Zealand in another hour and a half.

Cynthia gave the passenger instructions on how to get back to terminal 7. The passenger said she was afraid to walk by herself. Cynthia was at the desk by herself and could not leave. She called the FIS area and explained that there was a passenger who needed assistance in getting to terminal 7.

Turkan and I arrived on the departures level and met the passenger. We told her that it was a safe walk back to terminal 7. She would have none of it. So we walked her back to terminal 7. When we arrived at the baggage office they could not get hold of the cleaning crew. So they had the passenger fill out a form and told her to give them a call when she returns from her trip.

On the fast walk back to TBIT I let the passenger use my cell phone to call her sister. She was to contact her sister on her trip and now would not be able to. Her sister informed her that the cleaning crew had called her over an hour ago to say they had found the phone. Her sister had informed the crew which airline and the destination of her sister would be. The airline said that they would get the phone to the departure gate for the passenger.

The passenger was so happy that all three of us got involved. She said she felt safe and protected by all our help. She also said that the trip would now be a happy one.



Entry Num:
224
Company:
CSR
Employee:
Sharon R
Name:
Marlene T
Comments:

A flight from Paris was 3 ½ hours late getting into LA. A couple who spoke no English came out of the Customs area looking ‘lost and worried.' I could see apprehension on their faces and I approached them to find out what I could do to help. Through hand signals they showed me how they were concerned that they would miss their connection to Honolulu.

I sought to calm them and started to walk them to the shuttle bus to help them to Delta, which is where they thought they needed to catch their connection, but just to be sure I decided to look at their paperwork. Good thing because I discovered they were actually flying on United Airlines to Hawaii and the flight had departed at 3:37 pm and it was now 6:05 pm.

I communicated that they had missed their flight, but I reassured them that they had me on their side, and I took them back to their original carrier, which was able to rebook them on the next flight to Hawaii. They were extremely grateful and thanked me for all I did for them in a new, strange city.



Entry Num:
223
Company:
CSR
Employee:
Cynthia D.
Name:
OSamu K.
Comments:

I was on my way to lunch when I saw a couple very animated, like they were confused and upset. I walked over to see if I could help them and very quickly I could see that they were deaf. The woman signaled to me about “a car leaving.” I wrote down on a piece of paper, “What can I do to help you?” and the couple wrote down on a piece of paper explaining their problem, which was this: they needed to make a car rental reservation for a car to Arizona but they had not been able to achieve that at the TTY phone in the courtesy booth.

I signaled to them to relax, that they now had me on their side, and I called Hertz. That’s the logo they showed me and I began the coordination effort to get them a reservation. This was not easy, though, since the couple and I had to communicate back and forth with scribbling on paper, then I relayed their desires to the Hertz agent.

Finally we got it all done, then I walked them to the Car Rental Shuttle. The lady was especially happy. She wrote me a note on a piece of paper that said, “Thank God we met you.” That was so much better than lunch!



Entry Num:
222
Company:
CSR
Employee:
Robert E.
Name:
Turkan Y
Comments:

A student approached me. He did not speak any English at all, but signaled to me that he was coming from an Arabian country to spend a month with a US family. That piece of information was not easy to ascertain, but in the end that’s what he was able to communicate to me, that and the fact that the family who was supposed to meet him did not come. He had the paperwork from the agency sponsoring him and I called them. I got a recording, so I read further down on the paper to find the name of the sponsoring family. I called them and they said that the agency had told them the young man was supposed to take transportation to their home in Carson. I got permission from my supervisor to take the young man to Travelers’ Aid in Bradley terminal, but just as I arrived, my cell phone rang and it was the family calling me. They had spoken to the agency and had received permission for the boy to take a taxi and they would pay for it. I communicated this to the boy, who understood ultimately my reason for taking him to a taxi. He got in and smiled, but before he did he said something to me in Arabic that along with his big smile indicated that he was very grateful for all my help.




Entry Num:
221
Company:
CSR
Employee:
Robert E.
Name:
Turkan Y
Comments:

A traveler from Reno was having a huge problem. His wife had gone to China and was due back in a week. He flew from Reno to LAX because he wanted to talk to her carrier in person to clear up some issues with her reservation. But the carrier’s counter was closed and had no way to make contact before he had to fly back to Reno.

I was proactive and went to his carrier’s office and personally found a willing rep to come out of the office onto the floor and meet with the man. He was so appreciative. He got his business done, then shaked my hand repeatedly, thanking me over and over again for saving him a wasted trip from Reno.




Entry Num:
220
Company:
CSR
Employee:
Cynthia D.
Name:
Midori M
Comments:

A young woman traveling with 4-year-old boy just arrived from New York at T4. I saw both of them were kneeling down on the floor against the wall, not far from the carousel where people passed back and forth. The mom looked apprehensive. She was wiping the boy' bloody nose with a napkin. She kept looking around for someone while trying to calm the confused crying boy.

I stepped up and asked the lady, “Can I help you? I work for the airport.” The mom told me that her son’s nose had bleeding since they landed. She didn’t know what to do, and her family hadn’t arrived yet to pick them up. I asked her if she wanted a paramedic, but she declined. I offered to her help with cold compress in the restroom, and she refused that too. Still the boy’s nose was still bleeding heavily, and I was worried. I couldn’t possibly let them just go like that, so I called my supervisor, Midori, and explained what was going on. Midori suggested I call First Aid, and I did. Then I explained to the mom that the airport had a First Aid Nurse who was going to come to make sure her son was OK.

She liked that idea and while we waited for the nurse, I told the mom and son to move to a better location away from crowd where they could sit. I gave them plenty of paper towels. Then 5 minutes later 3 First Aid Attendants came with Midori right behind. They got the boy’s bleeding to stop, and for the first time the mother smiled. She smiled with relief , and as the boy started walking around again as if nothing had happened, I smiled with relief too!



Entry Num:
219
Company:
CSR
Employee:
Anna G
Name:
Chris G.
Comments:

One day recently I observe Anna spending a great deal of time with a passenger and as her supervisor I inquired if something was wrong. I learned that the passenger, a seaman who had limited ability with English, had been waiting in FIS area for two hours because Customs was unable to process him into the country – since he could not provide a U S address where he’d be staying.

Anna was proactive and took charge. She called the arrival information desk to confirm the situation then called a phone number the passenger had in his possession, but to no avail. Anna then proceeded to look at an itinerary information sheet the passenger possessed and was able to identify the name of the company that he had come to the country to work for. Again being proactive she googled it and came up with the address the passenger so desperately needed to get admitted to the U S.

Customs was satisfied and the passenger said thank you for all the help, because without Anna he could’ve been at the airport all night!



Entry Num:
218
Company:
CSR
Employee:
Cynthia G.
Name:
Theresa O.
Comments:

I was at the information desk at arrivals level when a distressed young lady approach Cynthia Gonzales and asked for advice. The traveler had lost her passport with twenty minutes time before boarding time. Cynthia, quickly contacted Airport Police, and worked with police to find the passport. The traveler showed tremendous gratitude for Cynthia’s quick action in locating the passport. If Cynthia had not taken quick action, she said, she would have missed her flight.



Entry Num:
217
Company:
CSR
Employee:
Landry Y
Name:
LLinda P-C
Comments:

At 9:00pm a passenger came to the arrivals information desk very upset. He was told that the Santa Barbara Air Bus had a pick up at LAX at 8:30pm. He had been waiting for over half an hour and no bus came by. I checked the schedule and informed him that the bus left at 8:00pm. He said that earlier he had been given information - the wrong information obviously, and so now he was very unhappy.

He explained that he went to get something to eat because he thought he had the time. If he had know the correct time he never would have eaten.
I informed him that the next bus would leave at 10:00pm. I also directed him to the correct bus sign. I also apologized for the previous misinformation.

The customer left happy with me if not with the situation. Hes thanked me for understanding his need.



Entry Num:
216
Company:
CSR
Employee:
Suzanne L, through Anna H
Name:
Marlene T
Comments:

While I was working with Suzanne at the TBIT Arrivals Information Desk a passenger who had arrived from Sydney was very agitated because she did not see the limo driver she had made a reservation to meet her. She asked if we had seen the driver and we replied we had not seen him.

Suzanne was engaging and proactive and Googled the number and found an 800 number which she gave to the passenger. The passenger became indignant when she discovered the limo service was based in Chicago. The passenger then asked Suzanne if she was reading the number correctly to her. Suzanne repeated the number very kindly. Again Suzanne was proactive and Googled further and found a local number for the service. She proceeded to give the passenger the local number but it was a non working number and now this made the passenger very angry.

I never met a passenger so rude and demeaning. Through all this, Suzanne maintained a calm, professional demeanor. I was very proud of her as she proved to be a real professional. She continued to be creative and helpful and finally the lady found the number for the limo company in her cell phone.



Entry Num:
215
Company:
CSR
Employee:
Sandra W
Name:
Jose R
Comments:

This is a story about a missing Handbag and a CSR who wouldn’t give up till she found the owner!

Customer service rep Sandra found a large ladies black handbag in the the ladies room in Terminal 6. She checked the purse and found a drivers license in the wallet, with the owner’s name. She proceeded to each gate area in T 6 and had the lady paged. The lady was paged at three different locations and finally at Gate 65, the passenger heard her name and claimed her hand bag. The ticket agent and Sandra verified the handbag indeed belonged to this lady.

The lady was overjoyed. She didn’t know her bag was missing until she heard her name being paged at the gate. Sandra received ‘thanks’ from the gate agent and also lots of ‘hugs’ and ‘kudos’ from the passenger.


Entry Num:
214
Company:
CSR
Employee:
Sue V
Name:
Marlene T
Comments:

An elderly lady fell while going up on the escalator. She was in a hurry to catch her flight and had tried to go faster than the escalator, and in the process banged her knee, which was bleeding and she was very agitated.
I approached the lady and asked her if I could help. At first she refused. I insisted she have a wheelchair.

I went to the airline ticket kiosk at Terminal 6 and asked for a wheelchair and some bandages. I insisted I was trying to lend a hand to one of their customers, and the agent looked for some band aids but could not find any. Then he called for a supervisor. In the meantime I tried to calm the elderly lady and assured her she would not miss her flight to Miami. The wheelchair arrived with a supervisor equipped with a First Aid Kit.

The traveler was very happy and hugged me. She said she was really pleased that I took the time to help her. She said she was so afraid she would miss her flight to Miami and that is why she was so agitated. She waved good bye and thanked me again. It was a very rewarding experience to see her smiling and happy – with her bandage in place!




Entry Num:
213
Company:
CSR
Employee:
Nancy C
Name:
Chris G.
Comments:

A traveler arriving at TBIT looked very worried and upset, and so I approached her to see if she needed any help. She had two small boys with her, but one son had wandered out ahead and was missing. She couldn’t find him and as seconds ticked on she got increasingly worried. I calmed her and used my engagement strength to go up ahead and see if I could find a worried little boy. Sure thing, I did, and I asked him if he was looking for his mother. He said, yes, and I knew I had the boy I was looking for. I reunited him with his mother and the mother calmed down instantly and thanked me over and over!



Entry Num:
212
Company:
CSR
Employee:
Alicija W
Name:
Chris G.
Comments:

While working on the arrival information desk Alicija was approached by a very upset and frantic passenger asking if anyone had turned in a laptop he had just lost. He mentioned that he had very important and confidential data in it.

Alicja contacted lost and found, but no luck. She felt really bad and helpless that she couldn’t do more for the passenger but did not give up. She asked the passenger his name and contact number in case someone turned in the laptop. The passenger explained that he did not have a local phone number so he left his European number. The man left the airport probably thinking he would never see his laptop again. But to Alicja’s surprise, 40 minutes later, a policeman approached Alicja holding a laptop he had found outside the terminal. After Alicja gave the policeman all the information, the laptop was taken to the police station.

Since Alicja was unable to make an international call from work, she waited until her shift ended and she called the man from home with the good news and gave him all the information he needed to recover his laptop. The passenger could not believe her tireless efforts and he thanked her over and over.



Entry Num:
211
Company:
CSR
Employee:
Martha M
Name:
Chris G.
Comments:

While working at the Arrival information desk, Martha was approached by a passenger who had been delayed in the Customs processing area and did not have anyone to pick him up. Martha asked if he had a phone number to call his family but he could not find one. The passenger left and Martha went down stairs to clock out, but as Martha exited the building the same passenger approached her. He said he had found a number to call his family, but asked her for help in getting a telephone calling card since the place that sold them was closed.

Martha put the passenger in the “Needs Box” by giving him the money to cover the call and helped him dial it so he could communicate with his family and get his needs met. Thanks to Martha he was able to reach his family and as it turned out the family had the wrong arrival date but the family said they’d be on the way. The passenger was happy and very thankful for Martha's help.



Entry Num:
210
Company:
CSR
Employee:
Airport Guide I
Name:
Lee, Ming Wen
Comments:

One day, when I was in the Exit Point, the Inspector Supervisor came to me asked” Do you speak Mandarin?” I said” yes”, he said” this lady who can’t speak English, she was staying here for so many hours that looks for her luggage, normally, she tell us no luggage with her, after that she looks for her luggage, we got confuse on her, can you asked her and make sure how many luggage she has.” The final was: she had two luggage and her daughter wait for her outside, even airline agent all leave already, she did not know where can get her luggage, I was back to information desk to tell coordinator which I need to escort one lady to departure, then I guide this lady to departure on China Eastern Airline counter and tell all situation to them, also the one guide was her son in law who wait for her for a long time too and her daughter still wait for her in the arrival area, after that the airline agent went to get luggage to her, her son in law and her were so happy, they give me highly appreciated. Because her daughter and son in law though that is big trouble to them” The mom was disappear”


Entry Num:
209
Company:
CSR
Employee:
Yonis M and Richardo V
Name:
LLinda P-C
Comments:

A young European woman approached the info desk. She was upset and crying. She had flown in from St. Louis and her traveling companion was scheduled to come in on another flight. She could not find her companion or the greeter who was to meet them, so she was doubly upset.

Yonis and Ricardo were proactive and took step one to connect her with her companion. They took the info about her friend’s airline and looked up the flight on the computer. Just their willingness to help, along with their calm tone, prompted the woman to stop crying.

They gave her the arrival time and the location for her friend, Terminal 4 and she went off, eager to wait for her friend to arrive. Then they did extra for her – they called over to the carrier and the carrier rep said she would look for the young woman on their end and help unite the young woman with her friend.


Entry Num:
208
Company:
CSR
Employee:
Robert E.
Name:
Turkan Y
Comments:

A lady asked for help in halting English. She had a reservation at the Holiday Inn Express and didn’t know how to get there. I asked if she meant the Inn at LAX, and she said yes. I dialed the number on the hotel board, but did not get an answer. So I used my cell phone. The agent there, however, said they did not have a reservation for a woman by that name. The clerk said she should come over, though, and they would resolve the issue, so I moved the woman and her 12 pieces of luggage to the hotel pick up area.

That’s when she told me she had the name of the hotel wrong, and she gave me the name of another hotel. I called that one on my cell, and sure enough they had the reservation. I waited for her to catch the shuttle to that hotel, to make sure she got to her destination safely.

I felt proud that I was able to use my “resiliency” strengths from training, including "engagement" – calling with my personal cell phone – "proactive" – making sure she got to the right destination. And patience - staying calm and polite through the wrong process to make sure she got the best possible service to meet her needs.





Entry Num:
207
Company:
CSR
Employee:
Janice A
Name:
Midori M
Comments:

I had a traveler who did not speak English and had 2 large pieces of luggage trying to get from T6 to China Airline. He wanted a cart but had only a twenty dollar bill.

To solve the problem, I asked several people in the area if they could make change, but no luck. I finally noticed a person in the lobby leaning on a cart that he was not using. I used my optimism, told the person the situation and asked if he wouldn’t mind giving the cart to the traveler. The person said, “Of course.”

The traveler left happy with the cart, waving excitedly as he went. He tried to thank me by offering me money and a smile. I rejected the money, of course, but accepted the smile!


Entry Num:
206
Company:
CSR
Employee:
Angie H
Name:
Midori M
Comments:

I had customers who were upset because they had been dropped off at the wrong terminal (T2), by the shuttle driver. To solve their problem, I took them to the upper level of the Bradley Building and showed them how to get to their carrier in T4. I apologized for the driver and told them sometimes the drivers are new and don’t have complete knowledge of the airport. The customers left happy saying, thank you, we hope we find someone like you in T4 with your patience and kindness!





Entry Num:
205
Company:
CSR
Employee:
Katalin T
Name:
Osamu K.
Comments:

It might seem like a little thing but it was very frustrating for the lady who was struggling to free her purse from a cart. The string from her jacket got tangled with her purse and both got stuck in a luggage cart. I saw the lady having trouble get the whole thing untangled, and I stepped in and engaged her. She let me have a hand at it and I was able to get her free. She spoke very softly, but with thankful eyes, “Thank you,” she said, and I felt good.



Entry Num:
204
Company:
CSR
Employee:
LAWA's CSR "Team"
Name:
Sabrina A
Comments:

We had 2,497 passengers between 10:10 and 10:50 with the following flights: AS 243, CX 884, NH 6, QF 11, TN 8, JL 62, OZ 202, AM 646, AA 170, KE 17. Number of CBP officers processing the passengers: 32, Number of Quads open 8.
Number of CSR's on duty at the FIS at 10:00 6. Number of CSR's at the primary 4
Due to the volume of passengers and lack of room at the primary, I turned both escalators (SE7, NE7) off to prevent any unfortunate accident. C & M was notified at 11:00 and escalators went back up.
CSR's did an outstanding job handling the huge volume of passenger traffic and worked very hard to meet everyone’s need. I am so proud of each of them.




Entry Num:
203
Company:
CSR
Employee:
Paul B
Name:
Midori M
Comments:

This story does not fit the format of the Gold Form, however, it shows how appreciated our Ambassadors are. During my rounds, I entered T5, ambassdor Paul Brauner’s assigned terminal. We talked a few moments, commenting on various issues related to the terminal. Just then, a man came by and as he passed, he thanked Paul for his help. I jokingly asked how much Paul had paid him to say that in front of a supervisor. The gentleman said he had been helped by Paul, had watched Paul work as he waited for his friend. He said, “Paul was a good man, you (LAX) are lucky to have him, he’s a great asset.”

I said it was nice to hear and thanked him for letting me know. He then gave me his card: Mr. Isaac Banks, deputy of Arts and Culture for the City of Los Angeles.




Entry Num:
202
Company:
CSR
Employee:
Chris G.
Name:
Coordinator
Comments:

It was late at night and we had several flights arriving at the same time. This created unusually long lines outside the stanchions. For some reason U.S. citizens were being placed behind some long visitor lines. Because I considered it to be an erroneous decision and the U.S. citizens started complaining, I went to the watch commander and explained the situation. He was proactive and requested a meeting with his supervisor. Both inspectors expressed agreement with me that the U S citizens should be processed separately from the visitors, in their own lines. I felt good for being proactive and bringing this to the attention of the proper authorities to get the situation remedied and save the U S citizens from having a very unpleasant LAX Airport passenger processing experience.



Entry Num:
201
Company:
CSR
Employee:
Osamu K
Name:
Cynthia D
Comments:

A man wheeling a cart filled with luggage into TBIT asked me where his flight to Australia was leaving from. I told him and he asked me a favor. He said there was a young woman who didn’t speak English waiting out by the curb and needed to get to Terminal 7. He couldn’t help her because he had his flight to catch, but he asked me to do what I could for her. I went outside and saw her standing there, confused and anxious. I tried to call for someone to come escort her so I would not need to leave my post, but couldn’t get through to anyone. Then I was proactive and I contacted my supervisor to get permission to take this young, scared girl to her destination. She was so grateful and thanked me constantly.



Entry Num:
200
Company:
CSR
Employee:
Vincent N
Name:
Osamu K.
Comments:

I also helped a man who was struggling with the long line in Customs. At that time all the lines were long and there was no shorter line to put him on. I was proactive and went over to the Customs agent and explained my concern about this elderly man. The Customs agent solved the problem for us, he worked with me to escort the man to the front of the line so he could be processed quickly and find a chair to sit and rest. “Thank you,” the man said. “You people have saved my day.”



Entry Num:
199
Company:
CSR
Employee:
Shumei Lee
Name:
Osamu K.
Comments:

I saw a man struggling to stay upright as he waited on a very long line in Customs. I could see that he wouldn’t be able to stand much longer, and I was proactive. I hurried over to find an airline agent and asked him to get a wheelchair, quick. The agent made the call and wheelchair worker showed up with a wheelchair, just in time. “Thank you, thank you!” the man said to us.



Entry Num:
198
Company:
CSR
Employee:
Alicia W
Name:
Chris G.
Comments:

While working on the departure info desk, a very upset gentleman approached Alicja. He explained that he needed to make the London flight because he was attending a very important business meeting. But his time for checking in had passed - it was 30 minutes before departure and the counter was closed with no visible staff members.

Sensing his urgency, Alicja immediately engaged the gentlemen and asked him to wait at the info desk while she hurried to the airline’s back office, where she explained the entire situation. She asked the airline rep if they would accept the last minute passenger. The rep was customer-focused also and made some adjustments to accommodate the passenger on their flight.

The passenger was extremely grateful. As he ran off to catch his flight he called to Alicia, “You saved me and my job!”



Entry Num:
196
Company:
CSR
Employee:
Maria W
Name:
lLinda P-C
Comments:

The night before Thanksgiving, Maria was working the departure level information desk. A passenger approached and said he needed to make an international call. The passenger explained that he had no money and needed to call his credit card company to unblock his credit card. His card was blocked and he needed to let his company know that he was traveling outside the U.K. Maria explained how to make a collect international call from the public phone. He came back to the desk after a short time and said he could not get through.

Maria let the passenger use her cell phone. The passenger made the call to unblock his credit card. He had to wait 15 minutes for the access process to be complete, and Maria waited with him, to make sure it turned out OK. It did. He got his money from the ATM and he thanked Maria for her phone and the positive impression she made of Los Angeles.

But the story doesn’t end there: a week later some flowers arrived at the airport, with a note. The note said, “These are for Maria, who gave me her phone. Signed, Paul from England.”




Entry Num:
195
Company:
CSR
Employee:
Ahna H
Name:
Marlene T
Comments:

I just clocked out from my shift when a Taxi dispatcher asked for my help. An elderly lady with large baggage needed assistance. I escorted her to TBIT and on the way she explained her son had dropped her off at United in Sacramento thinking her bags would be transferred and her baggage was too heavy for her. I engaged her and offered to carry her luggage to TBIT and her airline counter/check-in. I said my goodbyes, but she took my hand and said she could not have done it alone.

Then she kissed my hand. That was a warm moment for me and was worth the extra time it took me.



Entry Num:
192
Company:
CSR
Employee:
Ahn N
Name:
Chris G.
Comments:

A family arriving from Vietnam stopped me while I walked through the arrival lobby and told me it'd been four hours since the flight arrived but they were unable to find their arriving family and the airline's counter was closed. They wanted to know where they could go for assistance in locating their family they had come to meet. They were very concerned because it was the first time the arriving family was coming to America and did not speak any English.

After asking them a few questions it was revealed that the arriving family was coming in as new residents/immigrants and I realized that it was possible that they could still be in FIS getting processed. I asked Anh Ngo to investigate with the proper authorities to see if such a family was still being processed. Anh was proactive and used her experience and knowledge to find the family. She was told they would be out in about 30 minutes and she hurried to inform the greeting family. Her engagement on their behalf impressed them, they said, and they thank her for the good news and for relieving their anxiety.



Entry Num:
191
Company:
CSR
Employee:
Oxana R
Name:
Linda P-C
Comments:

One evening an announcement was made for a Latvian language translator.
Oxana was proactive and hurried to the desk and informed the coordinators that she would go and see if they needed a Russian language instead. She said that a lot of Latvian speakers also speak Russian. She called the desk within five minutes to say she would be staying in secondary to do the translating because in fact they did need her skills.

The man was upset because he was having problems with questions on the immigration form. Oxana confirmed that the passenger was misconstruing the question, but again she remained patient and engaging, all of which calmed him, as she helped him navigate through the form, answer the questions, and get through Customs. It took her more than two hours to achieve this, to get the man to feel relaxed again, but she stayed with the job until it was done!



Entry Num:
190
Company:
CSR
Employee:
Cynthia G.
Name:
Lena F.
Comments:

A woman with two small children came to me in tears. She was late getting in on her domestic flight and needed to catch an international flight to meet her soldier husband who was being deployed overseas. She was scared that she would miss her international connection now that she had gotten in late to LAX, and she was worried because she couldn’t find anyone at the airline counter which was closed.

I knew I needed to be proactive, and I called over to USO to see if they could help make contact with the airline. USO jumped right in and made contact on the phone with the airline back office. That enabled the woman to make her connecting flight to see her husband. She thanked me so much for doing this for her, since if she had missed her flight her two kids would not have seen their daddy for a long,long time.

I told her the honor was all mine, and I asked her to thank her husband for all he does to keep us safe.






Entry Num:
189
Company:
CSR
Employee:
Yushan Y
Name:
Osamu K.
Comments:

As a lady passenger exited after arriving from Asia she was having great difficulty managing all her luggage and her crying baby. I stepped up to see if I could help and I asked why the baby was crying so hard. She said the baby was upset because she had left her favorite blanket back in the Customs area, but "I did not have time to go back and get the blanket."

I told her not to worry, let me see what I can do. I used my proaction strength from my Personal Resiliency Profile and talked to officials in Customs and sure enough I was able to locate the blanket. Then I hurried back to the lady, who was so pleased with my customer service, and that made me feel good. But what really made me feel happy was to see the baby smile!



Entry Num:
188
Company:
CSR
Employee:
Anna H
Name:
Marlene T
Comments:

While working Terminal 6, I was approached by a lady passenger who was almost hysterical. After I calmed her down, she explained that she left her purse at the Security Check Point. I tried to explain to her that she needed to return to the Check Point and ask to speak to a supervisor. She didn’t seem to understand what I was saying. I used my engagement strength from my Personal Resiliency Profile and offered to escort her to the TSA Supervisor. Luckily her purse was there. She continued to tell me all her medication was in her purse and that is why she was so upset. It gave me great satisfaction to be able to help her, and her smile. It started my day off on a very positive note!



Entry Num:
187
Company:
CSR
Employee:
Alison J
Name:
Turkan Y
Comments:

I had a customer who was under pressure and showing stress because he could not find his rental car company. To solve his problem, I called different companies to see if any of them might be the one he thought he had made a reservation with, but there were no results. I let the customer use my I phone to access his email to see if he had a reservation number in his itinerary, but he did not. Then I let him use my phone to call his cousin in Pasadena to pick him and his wife up. The customer said thank you for being so kind and thank you for everything you did. They offered to buy me coffee, but I respectfully declined.



Entry Num:
186
Company:
CSR
Employee:
Ana L
Name:
Turkan Y
Comments:

A passenger was upset because he was connecting from a domestic flight to a flight to Signapore, but he had been sent to the wrong terminal. After cruising around, he encountered me in terminal 3. He was very upset for the misleading information he had received. I apologized and smiled at him to let him know I was on his side. He accepted my apology and smiled back. I directed him to TBIT and assured him he would not miss his flight and wished him a good journey to his final destination. Calm now, he said, “Thank you very much young lady.”



Entry Num:
185
Company:
CSR
Employee:
Prasana R
Name:
Chris G.
Comments:

While working at the information desk Prassana was approached by a woman in tears. She was very upset because she could not find her passport and had a connecting flight to Sydney Australia after having arrived at LAX earlier in the day. Prassana took the passenger to the CBP's business office on the third floor to check if any one had turned in the passport but the answer was no.

Prassana didn’t give up and she continued to check with CBP agents. One of them was persuaded by Prassana's passion to keep trying and inquired with his colleagues in the FIS area where the passenger had gone through earlier, and sure enough he was able to locate it.

The passenger was very happy now that she could continue with rest of her journey and said to Prassana, “I cannot thank you enough!”





Entry Num:
184
Company:
CSR
Employee:
Jan L
Name:
Linda P-C
Comments:

Two gentleman who arrived from Rome approached Jan. They wanted to know how to get to Tehachapi. Jan carries maps and found Tehachapi on the map. The men informed Jan that they wanted to take a bus. Jan explained that there was no bus. She said, “Why not rent a car?” They did not want to rent a car from LAX.

Jan called their hotel and asked if there was a bus or Amtrak that would get the two men to the hotel. The agent said no bus and no train. The agent said have them rent a car. Jan said they didn’t want to and asked the agent what was the closest city? The woman said Bakersfield, which was about 45 minutes away. Jan told the agent that she would put the two men on the Bakersfield bus. The agent said she would figure out how to get them to the hotel.

Jan is conscientious and when she arrived at work the next day, she called the hotel to make sure the travelers had arrived safely and was told they had already checked out. They had come to offer a presentation and once they were finished they left. Jan asked how they got back to the airport, did they take the bus?. The woman said, “No, they rented a car.”



Entry Num:
182
Company:
CSR
Employee:
Carol H and Jan L
Name:
Linda P-C
Comments:

A man came to the info desk and told Carol and me the elevator to get to the food court was not working. I said I would check it out. It was elevator #9. Carol said she would go back to watch for more passengers. I took three passengers to elevator # 1 & 2 and we went to the 4th floor and down the hall to the food court door. I then went across the food court level to elevator #9. There were two men with LAX I.D.; they said this is a dangerous situation. The doors of the elevator were open and the floor was dropped 3-4 inches.

I said I had phoned it in but asked if they could call maintenance again. When I got to the bottom Carol was there with more passengers. I said follow me but I stopped at the info desk and got paper, black marker and tape. I took the passengers up and showed them the way, then came back down the hall, and made food court arrow signs and taped them onto the walls.

When I got back to the 3rd floor I saw a couple with a child stroller and smart cart. They said they were told by a worker that there was not another elevator to the food court. They said they were starving. I said follow me and I gave them directions. I got back to the booth and made an announcement on the P.A. that anyone needing an elevator to the food court, please use elevator #1 or #2. I walked back to the elevator #9 and found three repairmen. I asked if it was repaired. They said yes. They asked me if I was the person that made the announcement. I said yes and they thanked me and said we need you here more often!




Entry Num:
181
Company:
CSR
Employee:
Carol H
Name:
Linda P-C
Comments:

The passenger seemed flustered. Carol approached him. He needed to get to Westwood – economically. His destination was the Jules Stein Medical Center. They discussed the public bus system. But the passenger had several bags, which would be difficult on the bus. Carol always shows great patience and takes her customers through all their options. She suggested that he take the Flyaway to Westwood and walk the short distance to his destination. The passenger was happy for Carol’s time and information and her patience.




Entry Num:
180
Company:
CSR
Employee:
Carol H
Name:
Linda P-C
Comments:

Three women off a flight from Japan wanted information about getting to Wilshire Grand Hotel. The itinerary that they possessed mentioned Century City. Carol was not sure where the hotel was. Carol had a map and she found the hotel in the downtown area.
One of the young women called the hotel. After a short discussion they decided to take Super Shuttle. Carol continued her engagement with them and walked them to the Super Shuttle agent. They were given the price and went off happy, thanking Carol for all the time she gave them.



Entry Num:
179
Company:
CSR
Employee:
Robert E.
Name:
Linda P-C
Comments:

I was working Terminal Two on the 11 to 6:30 shift. Around 2:30, a young woman came to me and asked if this was the correct terminal for passengers from Amsterdam. I replied that it was and that passengers from that flight had been exiting the FIS for several minutes. I suggested that she look around the terminal to see if her passenger had already arrived. She returned in a few minutes and said that it appeared her passenger had not yet come out.

Around 3:30 she returned and asked if there was any way to check to see what was holding up her passenger. I explained that that was not possible for a specific passenger and that there were certainly more passengers from the Amsterdam flight still in the FIS.
When I returned from my meal break at 4, I saw the young woman still waiting. We exchanged a few words and she expressed her serious concern about the delay. I repeated that the only way I knew to check for a specific passenger was to go to the carrier desk on the second level but that would mean risking her passenger coming out while she was upstairs. About 4:30 she came to me again and said she was going to the desk. It had been almost three hours since the flight had landed. I asked the security guard who controlled access to the FIS if there were any more passengers from that flight. He said no.

Ten minutes later, an older woman pushing a cart with three large bags exited from the FIS. I noted an AMS (Schipol Airport) baggage sticker on one of the bags. I asked the passenger if she was expecting to be met by a young woman and described as best I could the Meeter. The passenger’s face lit up and she said “ja!” I asked her name and suggested that she wait in a quiet part of the lobby while I went to get her daughter. I went to the airline desk, found the Meeter waiting in line, confirmed the name, and told her that her mother had arrived.

As they left Terminal Two a few minutes later, they expressed appreciation for the help they got from LAX.



Entry Num:
169
Company:
CSR
Employee:
Susan M
Name:
Coordinator
Comments:

A young lady arrived at LAX early one morning and had several hours to wait before catching her connecting flight home to Australia. She was a Columbian student studying in Australia, and while waiting for her flight back to school later that day somehow she lost her passport and became very upset. By the time she approached me she was crying. I engaged her to calm her down and I asked her a few questions. I took her to CBP offices to see if they had it. But they did not. Then I took her to T 4 to her carrier, to see if it might be there. But again no luck. I could see she was getting more upset and that’s when I thought we should go to the police. Lo and behold, there it was! Someone had turned it into the police and the girl was so happy that she would now be able to fly back to school that night! She was so thankful to me and the police!



Entry Num:
168
Company:
CSR
Employee:
Carrie N
Name:
Linda P-C
Comments:

A flight was diverted to LAX. It should have landed in John Wayne in Orange County. Passengers were told a bus would pick them up at the inside curb. One passenger collected several pieces of luggage and placed them on the inside curb of the sidewalk. He was extremely agitated after managing to get all his bags off the carousel and to the curb, and now had to move them to the outside curb. Carrie was proactive and found a cart for him for all his bags. He had two small children under the age of five with him. The children were hungry. So the man asked Carrie if there was a vending machine close by. Carrie informed him that the closest was at the next terminal, which further exasperated him. But Carrie had a bag of fruit snacks in her bag and offered it to the two girls to share, as the man put all his bags on the cart - but one fell off. The passenger was so frustrated he screamed. Finally he got all his bags to the center island for bus. One thing made him happy, he said, he was happy that throughout his two girls were happy. They waved good-bye to Carrie, and the man finally smiled – thanks to Carrie.





Entry Num:
167
Company:
CSR
Employee:
Sandra Waters
Name:
Jose Luis R
Comments:

I recently assisted a passenger who was having major problems. She needed to get from T-1 to T-7. She was a code-share passenger and misread her ticket. She was traveling with a small baby, had three pieces of luggage, the baby in a stroller and a baby carrier on top of her luggage. She could not manage by herself. I used one of the strengths from my personal Resiliency Profile to solve the problem, I told her when we arrived at T 7 I would go directly to the CSR at the counter. I did and I explained the traveler’s predicament and the Customer Service Representative processed the passenger immediately to go through security. The lady and all her babies were very happy, I could see from their smiles, especially the babies!



Entry Num:
166
Company:
CSR
Employee:
Myrl W
Name:
Jose Luis R
Comments:

A traveler was upset because she had left her purse (with money and her passport inside) on an “A” bus. I used my resiliency strengths, I approached one of the “A” buses and asked the driver if he could radio to another A bus or have it paged. I told him that a lady had left her items onboard an A bus, and we needed to find it. This calmed the lady when she saw how I was proactive for her. After all that I found out that A buses do not have radios, but the driver said that he knew who the driver might be and he said he would be coming around shortly. Right after that, an A Bus arrived and I went onboard and there was the purse in the fourth row. The traveler was speechless. She said she had never been helped the way I had helped her!



Entry Num:
165
Company:
CSR
Employee:
Victor M
Name:
Osamu K.
Comments:

A family arrived from Iran. They had green cards, but since they had been out of the country over six years, Customs and Boarder Patrol stopped them and needed to investigate. This became particularly upsetting for the family’s young son, who had a disability and began to shake and become highly agitated. I engaged him and took him to a snack bar in the Customs area and got him a snack. Suddenly he began to relax as he trusted me, and this made me feel good that I was able to make a difference.



Entry Num:
164
Company:
CSR
Employee:
Carol H
Name:
MIdori M
Comments:

A young woman had arrived from Asia and was waiting at the curb to be picked up by someone she had never met. I could see her apprehension and I calmed her by letting her know I would follow up on her party for her. I used my personal cell to call the contact number she had, but the person on the other end did not know the name of the person coming to the airport to get her, though she did confirm that the young woman was scheduled to be picked up. After several more calls, using my proaction strength – and my optimistic strength that we would get this worked out – finally I was able to make contact with the person coming to the airport, and soon he did arrive and soon after that the young lady was in the car and on her way. She was very grateful for all my help.




Entry Num:
163
Company:
CSR
Employee:
Laura T.
Name:
Midori M
Comments:

A grandfather was very frustrated because his 14-year-old granddaughter was flying as an unaccompanied minor, but he could not get down to the gate to meet her. I engaged him and let him know I was here for him and that calmed him. Then I told him I would go down to the gate to see if she was waiting there, but when I arrived at the gate I found a harried airline agent. He was the only one on duty and multi-tasking, but he checked for me, and he confirmed that the young girl was not there and was on her way to baggage. I called the grandfather to tell him, and he was so grateful for all my help.



Entry Num:
162
Company:
CSR
Employee:
Saida B
Name:
Marlene T
Comments:

A passenger/gentleman came into Terminal 5 looking for his parking receipt. He was very upset. He was looking in the trash cans and on the floor. He had just dropped off his family for a flight, but when he got back to the parking garage he could not find his ticket. I learned all this when I approached him because he looked so upset and I saw him searching the trash cans. He was very upset he told me because without the ticket he would have to pay over $30 to leave the airport. I had a great surprise for him: I told him I had found the parking ticket and had taken it to Delta’s baggage claim office. I walked him to the office and we retrieved his ticket. He was SO happy and he left the airport with a big smile!



Entry Num:
161
Company:
CSR
Employee:
Carlos H and Valentina M
Name:
Chris G.
Comments:

A French speaking elderly couple did not have a U S address to provide to CBP and their tour group leader had left the FIS hall. An airline agent was called over but soon she left saying she'd try to find the group leader. Her leaving made the couple nervous and confused, and that’s when Hernandez and Montagu put the elderly couple “in the box” to meet their need trying to find the group leader themselves. But without success. Until the two CSR’s took a proactive step – and made a long shot attempt to find their leader by calling the arrival info desk. They had the group leader paged and to everyone's surprise, he was still in the house, and answered the page. In the end, we witnessed a happy ending, and the couple thanked the CSRs and went happily on their way.



Entry Num:
160
Company:
CSR
Employee:
Anh N.
Name:
Chris G.
Comments:

Two non-English speaking passengers approached Anh complaining that they had put in a good number of coins into the public phone but were unable to reach their family so they could be picked up. Seeing how frustrated and worried the passengers appeared, Ahn brought them to the information desk and used our phone. She was proactive and was able to contact their family and direct them. When the two families saw each other, they were elated and thanked Anh for her help and understanding.





Entry Num:
159
Company:
CSR
Employee:
Martha M
Name:
Chris G.
Comments:

A passenger approached Martha and said that someone had placed a computer lap top inside his bag and he was very upset and concerned that the computer could be involved in a criminal act. Martha tried to contact an agent from the airline, but without success. The presence of this item in his bag made the passenger very nervous and he wanted someone to take it from him. Martha called the airport police and after they made a report they took the lap top from him. Needless to say, the passenger was very relieved and thankful to Martha for her swift assistance in the matter.



Entry Num:
158
Company:
CSR
Employee:
Joyce W
Name:
Turken Y
Comments:

A flight was cancelled and the airline gave the passengers vouchers, including an 80 year old lady who came up to me crying. She said she had no idea what they meant when they told her to find the “red sign” and take a shuttle to her hotel, the Holiday Inn. I calmed her by making her feel safe and secure with me. I used my personal cell to call the Holiday Inn to confirm her room, then I took her to the shuttle stop to make sure she wouldn’t get lost. She stopped crying, and I spoke to the driver to make sure he would take special care of her. She was so grateful, and that made me happy.



Entry Num:
157
Company:
CSR
Employee:
Nina P
Name:
Turken Y
Comments:

A member in a family had left their backpack on the express bus from Disneyland. The family was very upset and approached me. I asked them how long ago since they had gotten of the bus and they said an hour and a half. I called the Express bus office and they worked with me to start the tracking process. Several phone calls later, both they and I were able to locate the bag and get it delivered back to the airport for the family – who were very happy. That made me feel good, to see how good they felt!



Entry Num:
156
Company:
CSR
Employee:
Sharon R
Name:
Marlene T
Comments:

A passenger approached me and said her backpack with computer had been stolen in Portland, Oregon just before she boarded the aircraft for Los Angeles. She was very upset and wanted to file a police report at LAX. I called the police and was told that a police report could not be filed in Los Angeles but would have to be filed in Portland. I told the lady what the officer had told me. She was extremely upset so I continued to engage her and called the police back. They said they would send an officer out to speak to her personally.
An officer arrived and explained very nicely that he could not file a report in Los Angeles since the crime had occurred in Portland. She was very grateful that he took the time out of his busy schedule to explain the situation to her personally. After the officer left the woman came back to me and told me how much she appreciated my understanding the situation. She was also grateful for the explanation offered by the kind officer.



Entry Num:
155
Company:
CSR
Employee:
Nina P
Name:
Turken Y
Comments:

A woman on her way to Australia missed her flight home because her flight into LAX had arrived too late for her to catch her trans-Pacific flight. She was very upset because she wanted to call her husband in Australia to alert him, but she could not get her phone card to work. I could see her getting progressively more upset and I calmed her by assuring her I would help her make the call. I did that, I got her card to work, and she relaxed greatly after she made contact with her husband. She gave me a big hug!



Entry Num:
154
Company:
CSR
Employee:
Edith A.
Name:
Sabrina A
Comments:

I was working in the Customs Hall when a woman coming off a flight from China suddenly dropped to her knees and began crying uncontrollably. I spoke with the airline rep who rushed to her also, and he said she had just learned that her son had passed away while she had been on the flight to LA. My heart went out to her and I worked with the airline rep to find out that a flight back to Taiwan was leaving in 45 minutes. I acted swiftly to contact Customs to make sure she did not have to wait on line to be processed into the country, so we could get her back out again. Customs worked with us and we got her rebooked and onto the plane. My mother’s heart went out to her and today she is still in my prayers.



Entry Num:
147
Company:
CSR
Employee:
Gemme Del M
Name:
Linda P-C
Comments:

As Gemme clocked in and walked to her assigned post in TBIT early one morning she noticed an elderly couple who appeared confused and lost. She engaged them and learned that they were waiting for a tour guide to pick them up. Gemme was proactive and offered to call the tour service. She called not once, but twice then three times, and each time she was told the tour guide was on his way. Gemme used her calm manner to keep the couple calm, until finally hours later her phone rang, and it was the guide. She put him together with the couple, who thanked Gemme profusely for her kindness and concern and that never wavered.



Entry Num:
145
Company:
CSR
Employee:
Sharon R
Name:
Marlene T
Comments:

At Terminal 3 on the Departure Level I noticed a woman praying. She got up and walked toward the TSA checkpoint to go to her gate. I said hello to her and as she passed by. But when I looked back to the place where she had been praying I noticed she’d left her California ID and her wallet on the floor. I called her back to retrieve her wallet and ID. She was overwhelmed and thanked me profusely.



Entry Num:
144
Company:
CSR
Employee:
Cynthia D.
Name:
Osamu K.
Comments:

A student arrived at LAX from China with his companion. They approached me at the Information desk very anxious because they needed to find out if they still had a hotel reservation they had made. They were afraid they had lost it. I was able to log onto the internet for them, and yes, they had lost their reservation, but then I used my experience to navigate through other choices for them until we found a hotel choice that pleased them. They were very excited and thankful, not only that I was able to get them a hotel room, but at the great price we got!



Entry Num:
143
Company:
CSR
Employee:
Karen S
Name:
Rhea W.
Comments:

A passenger lost her purse containing her Brazilian passport, airline tickets, wallet and all her identification. She was traveling with two other passengers, one spoke English, and served as translator.

I directed them to the Police Trailer at T-7. They came back distraught, without being able to find the purse. They continued on to Bradley Terminal. Approximately two minutes later a police officer came and said he had heard there was a passenger asking about a lost purse. He showed me the picture in the passport and it was her! The police officer left and I found the passengers and took them back to the police trailer.

The lady kissed me on both cheeks and hugged me. She was so grateful. Through the interpreter she wanted to give me a reward. I refused, she insisted, I refused and finally through the translator she said she would say many prayers for me!





Entry Num:
142
Company:
CSR
Employee:
Sharon R
Name:
Marlene T
Comments:

Sharon noticed a young Asian man walking inside and outside terminal 7. He did this several times. After several walkthroughs he disappeared. A short time later a woman came into the terminal and asked when the Beijing flight would be arriving. She said she had come to meet a young student. Sharon said that the carrier she identified did not have a non-stop Beijing flight into Los Angeles. The woman gave Sharon a flight number, and Sharon explained that that flight came from San Francisco. The woman then asked, “How long does it take to go through customs?” Sharon explained that the person would have cleared customs in San Francisco and suggested she should have her party paged that he might be in LA already. No one answered the page. After 15 minutes the woman returned and told Sharon that he might be on the next San Francisco flight. The woman went away saying she would be back. Sharon had a gut feeling. Within minutes after the greeter left, the young man who had passed through the terminal walked by again and Sharon asked him, “Are you a student from Beijing?” When he confirmed, she asked him to stay right there! The next San Francisco flight was arriving at 3:00pm. The greeter returned at 2:50. Sharon approached her and pointed out the young man. It was him!




Entry Num:
140
Company:
CSR
Employee:
Robert E.
Name:
Linda P-C
Comments:

Robert E is a walking tourism encyclopedia, which makes him of great value to LAX travelers, according to his supervisor, Linda P-C. Here’s an example: a long-time-between-connections passenger wanted to go to a famous book store on the 8500 block of Melrose Avenue. Unfortunately, a taxi was not financially feasible – the passenger wanted to go by public transportation. I was not sure of the exact route by Metro, so I called Robert in terminal 2 for directions. Below, Robert takes over the story, look the detail in his story!

“We decided that Linda would send the passengers to terminal 2 so I could explain the complicated instructions, which I did. I told him that he could take the LOT C bus to Lot C and that the Lot C bus driver would show him how to get to the CITY BUS CENTER. I showed the passenger a picture of the CENTER from my manual, explaining where he could catch the Metro 439 bus to Fairfax and Venice, changing there to the Metro 105 to Melrose. I warned that, it being Sunday, bus frequency was probably about once an hour and getting back to the airport on time for his connection was essential. I then gave him a copy of the Metro 439 schedule, which included a map of his route and showed the connection to the Metro 105.

The passenger was not only grateful, he was amazed at the precise information we were able to provide.”

All in a day’s work for Robert!



Entry Num:
139
Company:
CSR
Employee:
Jan L
Name:
Linda P-C
Comments:

Jan approached a young girl who seemed to be having trouble making a phone call. The girl was crying and very upset. She had a phone card but could not get the card to work. Jan helped her make the call to her father in Germany. The girl continued to cry when talking to her father. She explained to Jan that her carrier had lost her luggage with all her important papers including papers for her permit to work in Sydney.

Jan took her to look through all the bags in the storage area then to the baggage office to check further and to find out when the next JFK flight would arrive with her belongings. Then Jan gave her directions to get to the mall to buy a toothbrush and some clothes and took the young girl to the traveler’s aide desk for assistance to find a hotel for the night. The young woman appreciated the help and all Jan’s concern to get her set, stable and comfortable in LA until her luggage arrived and she could be on her way to Australia.



Entry Num:
138
Company:
CSR
Employee:
Jan L
Name:
Linda P-C
Comments:

Jan was working in Term 7. The man was anxious. He had past by Jan several times. She asked him if he needed any help. He told Jan that he could not find his mother-in-law. Jan asked are you sure her flight landed? He explained that he was speaking with his mother in law on the phone when the phone went dead and he could not get her back on the phone.

The gentleman explained that his mother in law had just arrived in Los Angeles. Jan asked, “What was the last thing she said to you?” He said she told him that she was standing over here by the freeway.

Jan told him to go upstairs to the departures level and go out on the sidewalk and look for her at the end of the building. She showed him the elevator and off he went. Not everyone knows their way around LAX so Jan was careful to give him directions. The gentleman came back ten minutes later with his mother-in-law.

Terminal 7 is at the end of the U that runs around the front of the terminals. There is a street along the east of the terminal that brings cars into and out of the airport. The cars speed along very fast. The mother-in-law thought she was at the freeway entrance, but Jan’s quick thinking solved the problem and created a happy reunion!



Entry Num:
128
Company:
CSR
Employee:
Virginia W./Yvonne L.
Name:
Rhea W.
Comments:

We had a group of senior citizens travelers attending a religious conference who were upset because they were unable to obtain wheelchair service to get them from the baggage area to their respective vans. To solve their problem, we contacted the airline to obtain wheelchairs as only the airlines are permitted to contact the wheelchair employees. We reassured the group that they would soon be taken care of. We stayed with them until the wheelchairs arrived and they got their luggage. Their greeter hadn’t arrived but we made sure that they got to their vans to proceed to their hotels. The customers left happy and asked for our supervisor’s name and phone number. Ms Anita Matthew later called stating that she couldn’t leave the airport without acknowledging the professionalism of Virginia and Yvonne. She said that these two employees went out of their way to make sure that their arrival to L.A. was pleasant. Ms Matthew said that they were polite, helpful, considerate and very professional. She ended by saying that more airports should have employees like these ladies.



Entry Num:
126
Company:
CSR
Employee:
Jan L
Name:
Linda P-C and Midori M
Comments:

I was working TBIT departure when I noticed that the escalator was stopped. I went to the back to get the number to phone it in. I talked to some ladies who were standing at the bottom of the escalator. One lady, Edith Orner, was bleeding from a cut, about an inch long, on her lower leg. She asked for a band-aid. I asked what happened and I said I would take her to first aid. The other ladies, one of which had fallen on top of Edith, declined to go to First Aid and instead wanted to go with the others to the food court. I said I would bring Edith back to find them. I phoned the first aid office because no one answered their locked door. When they answered the phone I told the operator what we needed. He said they would send an ambulance. I said it was not a 911 call and we only needed first aid. They asked the age of the lady (81). And the 911 guys came anyway. They asked, Edith, what they could do for her. She pointed to the gash on her leg; they proceeded to wrap the wound. They then took Edith’s blood pressure, which was a little higher than normal she said but was obvious of no great concern. While this was going on I had gone back to find her friends. Edith was concerned about Lydia, who had fallen on her. Not finding her friends I returned to Edith and together we went to look for them. Edith was grateful for my help in finding some first aid.




Entry Num:
124
Company:
CSR
Employee:
Sandy W
Name:
Midori M
Comments:

A lady arrived into LA ten hours late from Australia, and as a result missed her connection to Minnesota. With flights all booked they could not get her on a flight to Minn for two days, and when she learned that she broke down. She came to me in tears and said she had no idea what to do. She had no money and no place to stay. I engaged her and calmed her down telling her I would not desert her. I took her to her carrier’s counter and explained her situation to a rep, who also empathized with her. The airline was able to get her a voucher for two days for a hotel and meals and now her tears turned to tears of joy. She hugged me.




Entry Num:
123
Company:
CSR
Employee:
Sandy W
Name:
Midori M
Comments:

A man was stranded due to the volcanic ash disruption. He needed to find an internet kiosk where he could make alterations to his travel itinerary and rebook a connecting flight out of London. He was anxious since he could not find a way to get on the internet and he was afraid he would lose his connection once they got him to London. I told him not to worry, I knew exactly where we could go to find a business center in Tom Bradley terminal and I walked him over to it. There he was able to get all his trip alterations accomplished and with each key stroke he calmed down. Finally when everything was done, he looked at me and smiled. I felt good.



Entry Num:
122
Company:
CSR
Employee:
Jan L
Name:
Linda P-C
Comments:

As Linda reported: Jan was in terminal 4 when she approached a passenger and asked her if she needed help. The passenger explained that she had been waiting for the 3 pm Bakersfield Bus, which never came. She and two other passengers waiting for the same bus had called the bus company. They were told that the bus was on it’s way and would be there shortly. Still no bus arrived. The woman decided to phone her husband to come and pick her up. At that point, Jan was proactive and explained to the woman that she could take a bus to Van Nuys and then her husband could pick her up at the Van Nuys flyaway stop. That would save her husband time and distance and get her home faster. The woman called her husband and they both thought that was a great idea. He was bringing their two children with him and the closer distance made that a great option for the family - who all thanked Jan very much for her quick thinking.


Entry Num:
121
Company:
CSR
Employee:
Robert E.
Name:
Linda P-C
Comments:

I was working arrivals at Terminal 6 when a man asked me for help. His family was coming from London and he had gone to the Tom Bradley International Terminal to meet them, but there was no such flight there. Could I tell him how to get to the carrier’s desk to find out what had happened to the flight? I said: “Not to worry! You have arrived at the correct terminal by mistake. The flight you’re looking for, 6036, is really 935, and it is arriving right now. Stand here and I am sure your family will come through these doors soon.” Just then his wife and two children came through the door. As they left wrapped up in each other’s arms, he said “Thanks.”



Entry Num:
120
Company:
CSR
Employee:
Robert E.
Name:
Linda P-C
Comments:

During the volcanic ash hiatus a young couple came to me and asked for a “holiday store.” Their return to Zurich, they explained in heavy accents but understandable English, had been delayed for a week. They thought they would use the delay to extend their holiday by going to a beach resort; they were thinking of Gulf or Caribbean resorts since they would be on the eventual way back to Zurich. I assumed, mistakenly, that they wanted a retail store to buy appropriate clothing, a “holiday store.” Between their English and my limited German, I finally figured out that what they wanted was a travel agency to help them find a resort and arrange to travel there. I made a personal phone call to someone who travels a lot, but he didn’t know of any near the airport. I was about to suggest a concierge at some LAX hotel when I noticed a computer bag with their luggage. I suggested they walk to the Bradley Terminal North end where there was a concession that offered internet access. If they were computer savvy, they could be their own “holiday store.” This idea really appealed to them, and off they went.


Entry Num:
119
Company:
CSR
Employee:
Meraj Q
Name:
Marivi M-F
Comments:

Working the Tom Bradley International Terminal can be a challenge for many reasons one of them is that we encounter passengers from all over the world and sometimes they are lost and confused. This was the case when an Asian passenger approached me with a piece of paper where she had a phone number written down. I figured it out based on the signed gestures that she wanted to call someone to tell them where she was to be picked up. I used the same piece of paper that she had to draw a little map to show her she was at the TBI Terminal between T4 and T3 she pointed at TBIT on the paper and I said yes. I saw her smiled and looking relieved and then she bowed her head saying thank you then walked away, problem solved!







Entry Num:
118
Company:
CSR
Employee:
Wilmer D
Name:
Marivi M-F
Comments:

During my shift I noticed a cell phone on top of a chair. I asked a couple of people if it belonged to them they said no. I searched for the last phone call that was made and when a man answered the phone I explained who I was, where I was calling from and the situation. He told me it was his father’s phone and his father had taken a fight to Oakland, which had already left. He must have lost his cell phone at LAX (that was not the first time, the son said) and I told him I would leave the phone at the baggage claim office. He said he was at Long beach but he would come to LAX to pick it up ASAP. I talked to the baggage claim office’s supervisor and left the phone with him. As it turned out I happened to be so lucky to see the man when he was picking up the phone. He was extremely appreciative because due to my honesty his father did not have to spend money on replacing yet another cell phone. He said if his father were there he would have kissed me!



Entry Num:
117
Company:
CSR
Employee:
Wilmer D
Name:
Marivi M-F
Comments:

When I was working T1 a passenger approached me asking for the Bakersfield shuttle. I checked my binder and saw that the shuttle had just departed (it was 1pm) and the next one was coming up at 3:00 p.m. I told the passenger that if he took the bus to T 7, where he needed to go,. I would contact my fellow coworker working at T7 so he could be on the lookout for him as well as the shuttle, and my coworker would meet him at the bus and show him where to go. The gentleman was very thankful and he told my coworker he really appreciated the team work that was demonstrated while helping him in his journey thru LAX.


Entry Num:
116
Company:
CSR
Employee:
Gemme Del M
Name:
Marlene T
Comments:

An elderly couple was sent back and forth between Terminals 1 and 7. They looked lost and confused. The elderly couple had just arrived from London and was connecting to Philadelphia. They were directed to an airline at Terminal 7 and when they got there another person sent them to US Airways at Terminal 1. After waiting in queue for thirty minutes they were told to go to Terminal 7 again. They were totally frustrated. I used one of my strengths from my Personal Resiliency Profile to solve the problem, I assured them that I worked for the airport and I was there to help assist them. I noticed they only had fifteen minutes to make their Flight back at Terminal 7. They were tired and irritated. I called the Ambassador working Terminal 7 and put her on the alert to look for this couple and assist them. I took them to the A bus and asked the driver to drop them at Terminal 7. My fellow Ambassador was waiting for them and immediately turned them over to an agent for their airline who expedited their way through security. They left me saying, “We appreciate your help, that’s what we call the spirit of team work.” My fellow Ambassador said they were very happy to be met by a friendly face to help expedite them through a tiring experience.



Entry Num:
115
Company:
CSR
Employee:
Gemme Del M
Name:
Marlene T
Comments:

An elderly lady who spoke very little English had spent the night at Tom Bradley waiting for her daughter to pick her up when I encountered her on my AM shift. I used strengths from my Personal Resiliency Profile to solve the problem, I asked her where her daughter was coming from and she answered “Seattle.” Upon further verification I found out that she had exited the wrong way and was supposed to have connected to Seattle the night before. I offered to call her daughter and she was relieved. Her daughter said she was a diabetic and they had not stopped looking for her at the Seattle airport all night long. I took the woman to her airline ticket counter whereby the agent explained her ticket had a lot of restrictions and she would have to pay the corresponding charges. I had the agent explain this to her daughter to resolve the issue and after a few minutes the agent said,
“She’s good to go.” I also requested a wheelchair for her from origin to destination to make sure she would be given the proper assistance. She left happy, saying, “God bless you” and “Thank you.”



Entry Num:
114
Company:
CSR
Employee:
Jan L
Name:
Linda P-C
Comments:

I was in terminal #5 baggage claim. All passengers had gone except one lady. I asked if she needed help. She said she could not find her bag and that she had to go to Santa Barbara. I asked if she would be taking the Santa Barbara Airbus. She said no she was flying. I asked to see her ticket. She said she did not have a ticket, that her son made her arrangements. I asked if I could phone her son. I could not get him and left a message. After looking further she found her ticket. It was on AA at terminal 4 and left in 30 minutes. To solve her problem, I walked her to the AA ticket counter and asked the agent to help her and get her a wheelchair. He said she would not make the flight if she waited for the wheelchair. I took her through security, she got searched!!! As we walked I could see she was slowing down as she walked with her cane. I asked if she was OK. She said I’m 97 years old. I was looking left and right for a wheelchair. I got her to the gate and we then had to take a tram. At the end of the tram ride there was a wheelchair. I asked the attendant if she would help the passenger to her plane. She said she would and that the passenger would make her flight. The customer said thank you for all your help and assistance. During the tram ride I called her son in Kansas. Then called her other son in Santa Barbara to let them know that she would make her flight.



Entry Num:
113
Company:
CSR
Employee:
Karyul H
Name:
Sabrina A
Comments:

I saw that a couple of a flight from Asia was having trouble getting processed in the Customs hall. They looked so upset and confused, so I engaged them. Their problem was they didn’t have a complete address to put on their declarations form, and since they didn’t speak English they did not understand that that was the problem delaying them. I spoke to them in Catonese, which calmed them, while I worked with the partial address and their daughter’s name in Phoenix. They had her phone number, but I could not get her on the phone. Instead I was proactive and used Google and I got the full address that way. Then I stayed with them and soon we got them processed. They were so happy they invited me to visit them in Canton province China. But I was just happy that I could help them, especially with their language issue.



Entry Num:
112
Company:
CSR
Employee:
Michael V
Name:
Sabrina A
Comments:

A man from Israel panicked when he saw the Customs officers. The CBP officials called me for assistance, since I spoke Russian and the man spoke no English. I was able to translate to him that he would be OK, they just needed to go through certain steps to process him. The way I spoke to him, in a calm and comforting voice, settled him down. I helped him get his luggage and we got him on his way. He hugged me.



Entry Num:
111
Company:
CSR
Employee:
Edith A.
Name:
Sabrina A
Comments:

A passenger from Argentina arrived, but she could not be processed because she did not have her daughter’s address or telephone number in LA. I used all my resourcefulness to try to help her, but no luck. Then I got an idea, to be proactive, and I went outside the FIS area and looked around for anxious people. Sure enough the first one I went up to with a worried expression told me that the lady from Argentina was his relative, and he was the son in law. I got his address and went back and gave it to the lady so she could add the address to her documents. She said, “May God bless you!”


Entry Num:
110
Company:
CSR
Employee:
Raha A
Name:
Sabrina A
Comments:

A father came to the Information Desk with two small children, three and four. The littlest one, his daughter, was crying and I could see the father was getting frustrated. I put him the “box” and focused on his need, which was to calm the girl first and get the info he needed. I spoke to the little girl and I asked her why she was so upset. She told me she had left her kuola backpack on the airplane. I knew what to do – I called the carrier and asked if they could check. While I gave the father the info he needed, the carrier did a search and sure enough they found the backpack and soon the little girl had it in her hands. No more crying, now she was cheery and dancing. The father thanked me.




Entry Num:
109
Company:
CSR
Employee:
Sara J
Name:
Sabrina A
Comments:

A passenger from Israel looked weak. She told me he had recently had brain surgery, and I could see she was nervous and confused. I spoke Farsi to her and that calmed her. I explained that everything would be OK, that I was there to help her, and I conducted the translation for her to get through primary Immigration. The lady hugged me with tears in her eyes.


Entry Num:
108
Company:
CSR
Employee:
Christina S
Name:
Sabrina A
Comments:

A traveler from Korea had to stay overnight in Secondary Two. She was upset, lost and confused because she had no idea why she was there and she could not communicate because of the language issue. I spoke Korean to her and immediately her face got color back into it. I used a gentle voice to explain her situation, and explained what she needed to do to be processed and this worked. She nodded that she understood and she was able to communicate what the officers needed. The whole time she held my hand, very tight. Soon the sad look went out of her face and she brightened as she made it out of the FIS and it made me feel good to help her.



Entry Num:
107
Company:
CSR
Employee:
Richardo V
Name:
Chris G.
Comments:

While I was working in the FIS area I saw an arriving passenger in her 80s trip and fall. I rushed to her and comforted her. She was OK but she was scared. I stayed with her and I used my proaction skill to get her to the head of the line so she could be processed quickly. Her face softened and she calmed down and thanked me.



Entry Num:
106
Company:
CSR
Employee:
Robert E.
Name:
Linda P-C
Comments:

A couple came up to me during a slow period at Terminal 6 and asked for directions to a shopping center. It seemed they had been on a two week cruise, and their next flight would leave around 1 am, in ten hours. I mentioned how important it was that wherever they go, they had to be sure to get back in time to check in, that a taxi would cost about $30 each way, and that it would be getting dark around 8:45 or 9 pm. They asked for alternatives, so I explained that the Howard Hughes Center and Westfield’s Mall to the North and the La Plaza el Segundo and Manhattan Beach Mall to the south could be reached by public bus. That would also give them a sure way to get back to the airport in time, and the cost would be less than $5. I happened to have timetables for the Culver City Bus 6 and the Metro bus 232. I took them to the Lot C bus stop and explained that the Lot C driver would show them how to get to the LAX City Bus Terminal. They were so impressed that I could be such a full service local tourism guide!




Entry Num:
105
Company:
CSR
Employee:
Robert E.
Name:
Linda P-C
Comments:

A well dressed young man came up to me at the Bradley Terminal Departures Level and asked if I could show him to a mail box. I explained that there were no mail boxes at LAX, but, if he had time, he could take his mail to a Post Office off the airport. He explained that he had been driving from his home in Santa Clarita to begin a business trip that would take him out of the country for more than three weeks when he got a ticket for speeding. His flight was scheduled to leave in one hour. He was afraid that if he didn’t mail in the fine before he left the country that the fine might multiply. I suggested that he go to the desk of his airline. They might be able to mail the letter for him . A few minutes later he stopped by with a smile on his face and said he had taken my suggestion and at the airline desk he had run into an acquaintance from his office who had agreed to mail the fine for him.




Entry Num:
94
Company:
CSR
Employee:
Wilmer D
Name:
Marivi M-F
Comments:

During my shift at terminal 1, I encountered a passenger who had a panicked look on his face. He told me he had just gotten off one of the airport shuttles and had left a folder with his passport in it. He was desperate because he did not know what to do. I comforted him by saying I would go and get one of the shuttles and would ask the driver to communicate via radio with the dispatcher so he/she could let all the drivers know about the folder and would look for it. I could see the color coming back into his face. Within 20 minutes a driver arrived and delivered the folder with his passport. The passenger kept on thanking me for what I had done. He said he could not believe some one had gone the extra mile for him and said I had saved his life! He wanted to give money, but of course I would never accept money. I did it because that was my duty and because I love helping people!



Entry Num:
93
Company:
CSR
Employee:
Anna H
Name:
Marlene T
Comments:

A French lady arrived at the airport early to find that her connecting flight from LAX to HOU was departing two hours late. This would mean she would miss her international connection to Paris. She was crying and asked me for help. I engaged her and immediately took her back to the airline counter whereby an agent placed her on standby for the earlier Houston flight so she could make her connecting flight to Paris. Thinking creatively like this worked and the lady was so happy she hugged me and couldn’t stop thanking me.



Entry Num:
92
Company:
CSR
Employee:
Novella K
Name:
Marivi M-F
Comments:

A couple came out of an international fight and looked confused. I asked them if I could help and they proceeded to tell me they wanted to go to Santa Monica but did not know how to get there. To solve their problem I gave them all their options: they could take city transportation bus, a taxi or the share ride vans. This might seem like a little thing, but not to them. They were extremely grateful that I took so much time to make them feel welcome to LA and went through all the details on each potential transportation choice. The couple decided on the shared ride van services. They were happy, which made me happy!




Entry Num:
91
Company:
CSR
Employee:
Anna H
Name:
Marlene T
Comments:

A Serviceman and his family came into Terminal 5 from Hawaii. He was extremely agitated. He had left all his pertinent information, transfer orders and tickets on the aircraft. He was continuing to North Carolina. I immediately realized his distress and engaged him in conversation then took him and his family to the baggage claim service so agents from their carrier could make a call to inspect the airplane. He remembered his seat number. This proactive step worked! The agents found his documents and returned them to him. He and his family could not have been happier!



Entry Num:
90
Company:
CSR
Employee:
Wilmer D
Name:
Marivi M-F
Comments:

I was working terminal 6 at the gate area. There my main duties are to direct passengers with connecting fights to the shuttle before having to go out of the secure area. This particular day I noticed more that the usual number of passengers who required the shuttle services. I found that due to the long lines at terminal 5 the passengers were being directed to go thru security at T6 but were departing from T5. I encountered an elderly lady who expressed to me that if she had to walk the long tunnel leading to the shuttle she would not make it in one piece. So I told her to wait a second and I went to get one of the wheel chair employees to take her to the shuttle, which they did. The lady was very happy. She smiled, held my hand and said “Thank you”.



Entry Num:
89
Company:
CSR
Employee:
Sandra W
Name:
Marivi M-F
Comments:

I was engaging as I approached a person that looked confused. He asked me what the process was for a diplomat arriving from Melbourne, Australia. He told me he was an Australian commissioner and the passenger he had come to meet was the Governor of Australia. He wanted to know if he could go and meet the Governor at the gate. I found out that the Commissioner had the proper ID and paper work that would allow him to enter the US Customs’ area, so I took him to the Security guard’s desk to inform them about the situation. Then the Commissioner proceeded to the gates, but before he left he told me how impressed he was with my decisive action, but also he said that he was pleasantly surprised to see LAX so service minded and so geared up to meet a need such as his.










Entry Num:
88
Company:
CSR
Employee:
Sharon R
Name:
Marlene T
Comments:

A lady came to me at Terminal 6 at the gate area very upset. She was crying hysterically, and I stepped forward to soothe her. She had missed her flight to Honolulu, and she was upset because she thought she would lose the money she paid for her ticket plus lose her chance of getting there. I engaged her with eye contact and calming words, telling her everything would be all right and that I was with her now. She calmed down enough for me to walk her back to the airline ticket counter where I found someone who would help her. The agent saw how upset she was too and immediately rebooked her on the next flight. Right away she began smiling and that made me feel very good.