Meet Manchester-Boston Regional Airport's N.I.C.E.™ Problem Solvers

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

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Resiliency Edge N.I.C.E. problem solvers earn prizes, including $25 American Express gift checks when they turn upset travelers into satisfied customers - and you can too. Vote here for stories you like - and become eligible for $25 American Express gift checks, too.

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Scroll down below - to read announcements of MONTHLY WINNERS! or click here:


Mark Brewer, Airport Director, presents a gift certificate to this month's "Resiliency Edge" winner, Kathy Sullivan from JCM Business Solutions.


"Resiliency Edge" Success Stories

Entry Num:
12
Company:
PilotGroup
Employee:
Miguel Vasquez
Name:
Patric Trevino JCMLLC
Comments:

A customer was attempting to return a car to a rental car agency at the airport and did not speak English. The customer was with his family from Mexico and was having a difficult time explaining what was wrong with the car. He wanted to ask the agent some questions.

I went over to help translate for the customer and the rental car manager. The customer was put at ease immediately because the lines of communication were now open. I took the time to help the customer and the rental car manager. The customer left happy and was put at ease with the rental car transaction because he and the rental car manager were now able to communicate effectively.

Not only was the gentleman happy with the rental car company's resolution to his problem, but he was also elated because I was able to take the time to step in and help him.


Entry Num:
9
Company:
PilotGroup
Employee:
Kathy Sullivan - JCM Business Solutions
Name:
Patrick Trevino
Comments:

An elderly lady was extremely upset with the prospect of flying. I found her in the ladies restroom crying and very upset.

I went to her and comforted her, reassuring her that everything would be okay. I found her husband and son waiting for her outside of the ladies restroom and explained her dilemna. They assisted me in making her more more comfortable.

The husband and son said, "Thank you so much for helping with my wife/mother. I will send an email to the airport explaining the situation and the kindness and care that you provided." I was happy to have helped out.


Entry Num:
8
Company:
PilotGroup
Employee:
Carlton Braley, Jr. - Airfield
Name:
Stephen J. Adams, Jr.
Comments:

One of our equipment operators was concerned over their loss of confidence in their ability to perform a specific duty as a result of product changes.

I put the employee "in the box" and listened to his concerns without interrupting . I then gathered information from product manufacturers and from the individual. I provided options using all of the information and allowed the individual to implement those options.

The employee said, "Thank you for giving my issue attention."


Entry Num:
7
Company:
PilotGroup
Employee:
Christina Delani - Administration
Name:
Doreen Starkey
Comments:

A traveler's flight was cancelled and she had no way of contacting her hotel or rental car company to let them know her flight had been cancelled. She was very concerned she might lose her reservations.

I took her name and her reservation numbers and contacted the hotel and rental car companies for her. I then paged her in the terminal to pick up the nearest courtesy phone. I then relayed the information to her that here arrangments were updated.

She was very happy and she thanked me for helping her out. She said, "I can now relax and enjoy my layover until my flight leaves tomorrow!"


Entry Num:
5
Company:
PilotGroup
Employee:
Cole Hermann - Wiggins Airways
Name:
Josh Nehiley
Comments:

A customer approached me as they had just arrived off a flight. They did not know where to go to get their luggage and they asked me where they should go.

I said that I could help them, walked over to the departure/arrival screen and looked for their flight information. I was then able to determine which baggage carousel would be servicing the flight. I directed them to the appropriate baggage carousel.

They thanked me for my assistance and said that I had been very helpful.


Entry Num:
4
Company:
PilotGroup
Employee:
Deanna Schwind - Wiggins
Name:
Allen Pattee
Comments:

A customer was overcharged and did not receive their travel points/rewards.

I verified the customer's rate, applied his travel points and followed through by putting a procedure in place to minimize the chance of a recurrence of the same problem.

The customer appreciated my attention and said, "Thank You".


Entry Num:
3
Company:
PilotGroup
Employee:
AC
Name:
SR
Comments:

A passenger's connecting flight was canceled due to severe weather. There were no more flights to their destination for two days.

I remained calm and told the passenger what I could do for them. I looked at alternate airports and was able to provide ground transportation to get them to another airport offering a flight to their destination.

The passenger was very thankful that I was able to make it possible for them to get where they needed to go.


Entry Num:
2
Company:
PilotGroup
Employee:
Joan Pitman - Administration
Name:
TVA
Comments:

An elderly lady with a dog and luggage was riding on the elevator and didn't know when to get off or where to go. I kindly asked her what she needed assistance with and she explained that the didn't know where to go. I assisted her through the security checkpoint and to her gate.

The passenger was very happy and I left her smiling!