Meet Pittsburgh 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 QUARTERLY WINNERS' stories.

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Resiliency Edge N.I.C.E. problem solvers offer warm welcomes, reduce stress and make travel through our airport satisfying. We're pleased to recognize our top performers - see their stories below:

Sort N.I.C.E. stories by company:

Read a story in the Pittsburgh press
about our pilot award event.




"Resiliency Edge" Success Stories

Entry Num:
483
Company:
PilotGroup
Employee:
Tammy
Name:
Lynn R.
Comments:

Tammy at PIT gate A3 has made us lifetime Southwest flyers. She turned a situation around for us and did so with smile. We have been extremely satisfied with her professionalism and demeanor. You're lucky to have someone like her in a customer-facing role. Tell her how much we appreciate her going above and beyond.


Entry Num:
472
Company:
PilotGroup
Employee:
Laken S
Name:
Caudra
Comments:

On Wednesday, February 19, 2015, I was traveling overseas to see my father who just had a stroke. When I went through the security check, the machine picked up a pack of tissues I had in my pocket. I could not leave until someone checked me. There didn’t seem to be any female agents around, and the officer who was managing the machine was not comfortable with patting me down. He called and called for a female officer. Laken, who was on break, heard his pleas and readily came over, put on her gloves, and patted me down, allowing for my trip to go on undisturbed.



Entry Num:
437
Company:
PilotGroup
Employee:
Mary Jo
Name:
Marie O.
Comments:

Mary-Jo, the ticket agent at Pittsburgh Airport was so very kind and patient with my husband and me. She was such a great lady. Your airline should be SO proud to have such a wonderful employee!



Entry Num:
433
Company:
PilotGroup
Employee:
Dana and John W.
Name:
Susan S.
Comments:

My husband, two children and myself missed our flight to a family vacation in Aruba. After reading the expression on my ten year olds face, Dana reassured us not to worry. She would help us in whatever way possible. She immediately picked up the phone to find out what our options were. Dana remained calm, patient and professional, reassuring us every few minutes that she was working on a solution. John and Dana together resolved our issue and was able to seat us on the next available flight to Aruba. We arrived at our family vacation at approximately the same time we were scheduled from our original flight. It is very refreshing that individuals, such as John and Dana, were able to turnaround a very stressful situation into a successful and happy ending.


Entry Num:
395
Company:
PilotGroup
Employee:
Joyce B.
Name:
MIchael W.
Comments:

I am emailing you to thank Southwest for an amazing experience from my team and school.Last week I traveled with 55 high school boys and girls for a lacrosse trip down in Florida. Whenever you travel with any teenagers, there is stress, but 55 boys and girls can cause an excessive amount of stress. I went into the trip expecting to be holding my breath from the moment we stepped in the airport until we landed and got our luggage. I want to commend the people at the Pittsburgh Southwest check-in desk, especially Joyce, for being patient with me and the players and helpful throughout the whole process. Our travel agent made a mistake with a name and Joyce was not only willing to help, but did it without a frown. She fixed the problem easily and handled it in a professional and friendly manner. She was able to do this all while checking in our 55 boys and girls with large luggage bags, oversize equipment bags and lacrosse sticks. She even suggested that she will hold onto all the luggage receipts and give them to me, the coach, just in case because teenagers tend to lose things easily. This knowledge and extra help is something that separates Southwest and specifically Joyce from the other airlines. I am sure this is a nightmare scenario, with 55 teenagers checking in all at once, but they were fantastic. After checking in, I was just hoping for a safe and quick flight. I want to again compliment the flight crew on our departing and returning flight (included below). Our group took up the back third of the plane. As I stated before, these were teenagers who are well-behaved, but still teenagers away from their parents in a social setting. They can be loud, annoying, and frustrating for any hospitality service. The flight attendants were not just nice to them, but gave our team a shout out on the microphone, which earned them the respect of the team and gave them huge smiles on the kids' faces. This service and friendliness continued on our returning fight as well. My players, and teenagers in general, are skeptical and usually can see through transparent kindness. I want to say that my kids saw the genuine kindness in your employees and truly enjoyed their time, had fun and many of them commented on the "awesomeness" of the crew. Thank you so much for giving Shady Side Academy Boys and Girls Lacrosse team such a great experience!


Entry Num:
387
Company:
PilotGroup
Employee:
Judi
Name:
John R.
Comments:

I live in the Cleveland area and my scheduled flight to Raleigh this afternoon was cancelled due to winter weather, thus forcing me to fly out of Pittsburgh. Rather than revising my existing itinerary, I stupidly made a new reservation departing Pittsburgh for Raleigh this evening. Because I didn't want to be double charged for the Cleveland and Pittsburgh itinerary, I went to the gate counter, which is where I interacted with Judi. Judi was very professional and accommodating. She exceeded my expectations in taking care of my request in short order. I could not have been more pleased. Interactions such as this one are, in large part, why I am a loyal Southwest Airlines frequent passenger.


Entry Num:
347
Company:
PilotGroup
Employee:
FranK V.
Name:
Daryn M.
Comments:

Frank coordinated with JoAnn J. regarding an error on the cake for the American Airlines inaugural flight for new fleet aircraft: E175. When the cake was delivered it had an error – JoAnn quickly contacted the bakery and Frank took the cake in for a quick repair and delivered it back to American Airlines—American Eagle in time for the morning event.Frank quickly adapted to the situation – coordinated with JoAnn and the bakery. He delivered the repaired product in a timely fashion. Because of Frank's work the event went off without a hitch and the issue was transparent to all involved and PIT was able to celebrate the American Airlines inaugural flight for new fleet aircraft: E175.



Entry Num:
338
Company:
PilotGroup
Employee:
Carrie D.
Name:
Stephen
Comments:

I had the best experience with jetBlue. It started at the check-in counter with Steven the agent, who noticed it was my birthday and upgraded my sisters and I to the roomy seats. He wished me a Happy Birthday and I left for the gate. As I waited to board the plane the agent announced to the waiting area that it was my birthday and corraled everyone into a chorus of happy birthday. I was mortified and delighted. Next I board the plane and I overhear the flight attendants say where is the birthday girl. They presented me with a birthday bag filled with candy sent from Steven at the gate. Then Keith the flight attendant offered me a complimentary beverage. The flight ended with the pilot announcing it was my birthdday and wishing me well in Nantucket my birthday destination.



Entry Num:
268
Company:
PilotGroup
Employee:
Joe R.
Name:
Lynn R.
Comments:

When (the flight crew) was boarding the plane in Pittsburgh, the Southwest ops agent notified me that we would have a passenger with a peanut allergy onboard. The mother asked that we serve nothing more than pretzels. This was a full flight. At first we asked to have plenty of pretzels but we were unsure how other customers would react and told my concern to the ops agent. He brought up more pretzels but I didn’t think it would be enough to give each person just two pretzels each. Boarding began and soon Provo Supervisor Joe R. came with a variety of snacks and said he would be able to make up several boxes. Joe talked to the mother and explained the plan. Joe and Matt S then prepared several boxes and were back just in time for push back. I was so impressed by Joe’s response to a very difficult situation and to Matt who also jumped in to help. These men are what make Southwest Airlines a great company.


Entry Num:
267
Company:
PilotGroup
Employee:
James C.
Name:
Stephanie
Comments:

I was originally on a one way ticket from Sacramento to Pittsburgh. During my layover in Phoenix my mother called to tell me that she had purchased another one way ticket from Pittsburgh to Providence. This meant that after arriving late in Pittsburgh that I have one hour to collect my luggage, check in, and go through security. So after my arrival I went to my gate and James C. helped me check in. He then volunteered to try and catch my bag that had already left for baggage claim and tag it and try to get it on my new flight. I just want to say that I really appreciate his help. Thank you for your excellent service.


Entry Num:
260
Company:
PilotGroup
Employee:
Eric W.
Name:
Tim H.
Comments:

The fire department was notifed by the Police Department that a kitten, which was in the terminal, had escaped and ran under a parked car. The police attempted to catch the cat but were unsuccessful and contacted the fire deaprtment. Eric was one of the firefighters that responded. By this time the kitten had climbed into the under carriage of the vehicle and was lodged between vehicle's heat shield and floor boards. Eric and Patrick, another firefighter, tried several different ways to free the kitten including blowing air into the area and loosening the heat shield (all after getting the car owner's permission, of course). Finally, Eric and Patrick used airbags to jack the vehicle to provide themselves with more access. They were then able to loosen the heat shield enough to free the kitten and return it to its owner.


Entry Num:
224
Company:
PilotGroup
Employee:
Joyce B.
Name:
Diane G.
Comments:

Last month as I was traveling for business I carelessly left my IPod behind on a Southwest flight. I didn’t realize it until I was already on my next flight home to Pittsburgh. I was directed to baggage claim at PIT where I reported the lost item to Joyce. She followed procedure and processed the claim. She then told me she would dedicate some time to tracking the plane I’d left it on and calling the airports it made stops at. All the while I had left the airport but she called me with updates. Eventually her actions paid off and she located my IPod. I am so appreciative of her efforts and do not believe I would have seen it again had she not gone above & beyond. Thank You.


Entry Num:
223
Company:
PilotGroup
Employee:
Shirley J., Vikki K.
Name:
Lynn R.
Comments:

I want to compliment all the people involved with locating and returning my “lost” baggage!! When boarding my flight in Jackson MS there was not enough overhead space so my carry on suitcase had to be checked in at the last moment. I did not know this would happen so I did not put an ID card on my case. When I got to Pittsburgh, my case was missing. The lady that filled out my claim was very nice and helpful. When I called the next morning to find out the status, the lady on the phone was very nice and helpful also. Then I received a call stating they located my case and it would be delivered to my location. She too was very nice. Then a gentleman called me last evening to confirm directions to my location. He was truthful and said it would be very late when he would be delivering my case and for me to sign the form given to me when I made the claim and he would leave the case for me and not wake us up. When I woke up this morning my case was on my doorstep! Everyone was so nice and helpful!


Entry Num:
222
Company:
PilotGroup
Employee:
Sonia H.
Name:
Lynn R.
Comments:

After our flight got delayed a couple of hours Sonia put us on the next flight available, which was at 9:15 (flight number 189). My sister and I were both very frustrated. I really appreciate that Sonia took the time to keep looking for other flights that would leave Chicago at an earlier time. She ended up getting my sister and I on a flight at 8:20. She showed great customer service and we think she should get some recognition for her efforts. The fact she helped us out so much, makes me willing to keep flying Southwest.


Entry Num:
212
Company:
PilotGroup
Employee:
Danielle K.
Name:
Theresa P.
Comments:

Just before Christmas, Danielle and I noticed two young men from the Military in the baggage claim area. It was obvious they were looking for change to use the pay phones. Danielle and I offered them the use of our own phones so they could contact their families and arrange a ride home. Just at that moment the family of one of the men arrived. The other man was talking to his father and we overheard that it would take this young man's father more than an hour to pick him up. Upon hearing this Danielle offered to drive the young man to town -- even though she had other errands to run that evening.



Entry Num:
203
Company:
PilotGroup
Employee:
Beth H.
Name:
Jeff M.
Comments:

There were issues with two signs that arrived for the Holiday Chorus program: one was missing and another was incorrect. When the errors were noticed, Beth was asked to produce two new signs. Beth not only quickly made two, beautiful signs, she recommended that we make them larger than normal and utilize the printer in the Engineering and Construction Department. The result was that all those involved with the program were properly recognized!


Entry Num:
194
Company:
PilotGroup
Employee:
Robert P.
Name:
Barry M.
Comments:

One of the microwaves at the Field Maintenance lunchroom was inoperative. The microwaves are especially important during winter operations when we’re attempting to keep the crews fed in an expeditious manner. Pete noted the situation during his daily routine and in a proactive manner, suggested we should try to “reboot” the unit. Sure enough, by simply unplugging the microwave for one minute, the malfunction cleared and has worked properly since. A very satisfied customer who did not incur the expense of replacement and a strong relationship made even stronger as we continue to appreciate the excellent relationship and value of our vendors.





Entry Num:
173
Company:
PilotGroup
Employee:
Paul S.
Name:
Marc B.
Comments:

I am writing to commend Paul on the excellent job he performed during a night of inclement weather up and down the East Coast creating many diversions here at PIT both International and Domestic combined with Alerts and the day-to-day Operations with minimal personal on duty.
Throughout the night, Paul's work ethic was tested, and his willingness to help, made our demanding positions more manageable. The situation called for him to monitor several different radio frequencies at his assigned position, dispatch the appropriate personnel when needed, and answer numerous customer service calls with extreme accuracy and efficiency. Also during the entire event, Paul consistently checked in with us to see how he could help and took on extra duties while relaying all pertinent information to Operations. The information and help provided by him was exemplary.
It is our privilege to work with someone like Paul who is competent, dedicated, and willing to work as a team member to achieve the overall goal. Paul is an asset not only to Air Comm and the Operations Department but also to the Airport Authority as a whole.





Entry Num:
172
Company:
PilotGroup
Employee:
Dawn R.
Name:
Jeff M.
Comments:

There were many potential issues with the National Veterans Wheelchair games that invovled parking, bus transportation, etc. Dawn did a fantastic job of developing and coordinating a transportation plan. There were no issues regarding transportation on either weekend of the National Veterans Wheelchair Games. That’s incredible considering there were an estimated 400 participants and 300 volunteers coming into the airport -- not to mention a rotation of 22 buses. Dawn's ability to understand the needs of the passengers and how to facilitate their needs in a way that made sense for the passengers created the base for a very successful arrival and departure of the athletes.


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Entry Num:
156
Company:
PilotGroup
Employee:
Jetway Crew
Name:
Len B.
Comments:

The refurb crew took it upon themselves to initiate a sustainability action. I was notified by (electrician ) Dan Coleman and crew of a potential savings by upgrading and utilizing parts of the existing lighting timer system. Working together with Facilities mtc. We are applying our in house talents to ucomplete yet another sustainability project. While this project is undergoing completion ,the crew will see to it that unnecessary lighting is turned off .


Entry Num:
155
Company:
PilotGroup
Employee:
Tom Getty, Tom Diehl, Larry Rape, Galen Hatcher
Name:
Jamie Myers
Comments:

A Delta agent lost her Delta ID badge on the International recheck line. Our guys searched the line and found it in between the first load belt and the next belt. They had to take off the stainless sides to retrieve the badge.
It took about an hour but they made a Delta agent very happy.


Entry Num:
134
Company:
PilotGroup
Employee:
Francie S.
Name:
Nino S.
Comments:

A customer complained to an ACAA employee about having to wait for an escort from Hangar 1 to Atlantic Aviation. The employee was involved in two major emergency incidents at the time and did not have a person available to provide the escort. Operations personnel were all engaged in the incidents and Francie covered the EOC coordinating responses.
During a high paced and stressful environment; Francie handled the call in a calm and professional manner. She repeatedly explained the situation to the caller and addressed his concerns. She advised the appropriate parties of the matter alleviating further disruptions and misinterpretations.
Her ability to adapt to multiple emergency operations while handling a customer complaint exemplified the professionalism and commitment to providing safe operating environment.


Entry Num:
119
Company:
PilotGroup
Employee:
Jack F.
Name:
Greg K.
Comments:

At 4:50 a.m. on October 27, Jack noticed that baggage was getting very heavy on an airline's make-up carousel. He checked the situation out further and found no airline employee.

Jack contacted me and I was able to call operations. The airline was unaware of the problem, but was able to react and immediately send several employees who were able to rectify the situation.

The result was the airline was very appreciative of Jack's alertness. Because of Jack's actions there were no delayed flights or missed bags on the outbound flight that morning.


Entry Num:
118
Company:
PilotGroup
Employee:
Candy C.
Name:
Tom C.
Comments:

A passenger lost his Blackberry in baggage claim but did not realize it until he arrived at his hotel.

He called Lost and Found and spoke to Candy, who listened to the situation. She then found the item in the Lost and Found log sheet. Candy then asked the gentleman for a complete description of them item. When she was sure it was his,, she made arrangements to pick the item up.

The result was a very happy customer -- who was thrilled that someone would take the time to be very specific about the lost item (ensuring security) and had a very important tool for a meeting the next day.


Entry Num:
117
Company:
PilotGroup
Employee:
kevin g.
Name:
James M
Comments:

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Kevin searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Kevin and others were able to fish the keys out.

The result was a happy and relieved airline employee.


Entry Num:
116
Company:
PilotGroup
Employee:
Larry R.
Name:
James M
Comments:

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Larry searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Larry and others were able to fish the keys out.

The result was a happy and relieved airline employee.


Entry Num:
115
Company:
PilotGroup
Employee:
Galen
Name:
James M.
Comments:

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Galen searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Galen and others were able to fish the keys out.

The result was a happy and relieved airline employee.


Entry Num:
114
Company:
PilotGroup
Employee:
Zack D
Name:
James M
Comments:

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Zack searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Zack and others were able to fish the keys out.

The result was a happy and relieved airline employee.


Entry Num:
113
Company:
PilotGroup
Employee:
Brad H.
Name:
James
Comments:

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Brad searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Brad and others were able to fish the keys out.

The result was a happy and relieved airline employee.


Entry Num:
112
Company:
PilotGroup
Employee:
Tom G.
Name:
James M.
Comments:

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Tom searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Tom and others were able to fish the keys out.

The result was a happy and relieved airline employee.


Entry Num:
111
Company:
PilotGroup
Employee:
Stephanie L.
Name:
Dane W.
Comments:

Upon arriving at Pittsburgh International Airport, a passenger found that her luggage had been damaged.

Stephanie received a call from the passenger because no one was the airline's baggage office. Stephanie paged for an airline representative to respond to the office. After five minutes no representative was available, so Stephaine began to look for different ways to contact the airline and alert them to the passenger at their baggage office.

While doing this, she engaged the passenger and continually explained what she was doing to help the passenge. After approximately 30 minutes an airline representative arrived and handled the problem.

The result was an informed customer, who knew that there was someone working on their problem.


Entry Num:
110
Company:
PilotGroup
Employee:
Paul H. -- ALS Staff
Name:
Greg K.
Comments:

Paul and the ALS staff challenged themselves to show other ACAA employees he daily operations of ALS. All ALS staff engaged in the process of teaching and showing employees about the operation during a tour.
The result was that many employees have responded positively, saying they now have a broader understanding of the departments responsibilities. Addtionally, it was a positive learning experience for ALS and other ACAA employees.


Entry Num:
109
Company:
PilotGroup
Employee:
Brad H.
Name:
Galen H.
Comments:

A customer's luggage was found the belt system at closing time.

Upon finding the luggage Brad went to the FID monitor to see if the flight departed. When he saw that there were still 20 minutes before the flight left, Brad searched for a United tug operator.

Upon finding the operator, Brad had the bag rushed to -- and onto - the plane. The result was a customer with their bag.


Entry Num:
108
Company:
PilotGroup
Employee:
Ed M.
Name:
Jeff M.
Comments:

At the ACI Conference Ed was in charge of organizing volunteers and making sure that they were in the proper rooms providing support to ACI at the Convention Center througout the Conference.
Ed's performance was outstanding. He was quick to make decisions, take action and control of situations. Many times there were last minute/second requests. Ed handled these with ease.
Additionally, Ed acted as a liasion often between ACI staff and Convention Center staff and received rave reviews.
His teammwork with Tom B. ensured that not only did ACI attendees have clear direction at the Convention Center, but that the volunteers were taken care of in regard to being relieved and their needs met.
Ed was a HUGE part of the Conference's success.




Entry Num:
88
Company:
PilotGroup
Employee:
Frank S,
Name:
Scott M.
Comments:

Over the past few months I have had several issues with perimeter fence gates that required attention. Frank has been fantastic in taking care of them. He is prompt about responding, courteous and conscientious in his communication during the process, and always willing to take care of business. Furthermore, he goes above and beyond simply making repairs. He regularly takes the time to explain to me what he thinks could be done to improve existing hardware, and definitely has both efficiency and security in mind. Because of Frank’s excellence, we can rest easy when perimeter issues and other needs arise.




Entry Num:
87
Company:
PilotGroup
Employee:
Mike M.
Name:
Christine L.
Comments:

We have used Pittsburgh International Airport for your Ambassador Services program for three consecutive summers now as my Mother-in-Law and Son make an annual trek to Boston to visit family.
I thought every airport had an Ambassador staff and thought ‘oh how nice’ when I first booked them 3 years ago. Well, I’m writing to tell you “OH HOW NICE!!” Recently my mother-in-law and 10-year-old old son traveled from Pittsburgh to Boston. My mother in law has a disability that has left her unable to drive or read. I can’t say enough about Mike, he is among the most wonderful people – timely, very informative, friendly and he puts my heart to rest when I drop off my two little travelers! It’s like I’m leaving them with family. This hit home on their return trip from Boston to Pittsburgh yesterday. They boarded JetBlue – were getting situated when they noticed that no one else was boarding. With 3 passengers and only flight staff onboard, they waited. 10 – 15 minutes passed and they started to get anxious – finally my son asked a flight attendant if everything was ok.
The Captain approached then told them that they were having issues with the radio and if it could not be fixed it they would have to switch aircrafts.
They returned to the terminal and told over the broadcast system that the flight was being delayed and planes were being switched. They both approached the airline desk and asked for assistance – they were told that they should just proceed to the new gate once they make the announcement. That’s when I found out that Boston doesn’t have an Ambassador Program – for two hours I wished they had. When they called with the delay information and told me what was going on – my heart sank with all the what if’s in my mind.
Another passenger helped them along the way to get to the new gate and boarded appropriately. It might seem silly but with your program, I know they’re always taken care of, always where they need to be and should something come up – they have a hand to help them along the way. So, thank you Mike!! I won’t take your program for granted ever again!



Entry Num:
86
Company:
PilotGroup
Employee:
Samantha S.
Name:
Christine L.
Comments:

We have used Pittsburgh International Airport for your Ambassador Services program for three consecutive summers now as my Mother-in-Law and Son make an annual trek to Boston to visit family.
I thought every airport had an Ambassador staff and thought ‘oh how nice’ when I first booked them 3 years ago. Well, I’m writing to tell you “OH HOW NICE!!” Recently my mother-in-law and 10-year-old old son traveled from Pittsburgh to Boston. My mother in law has a disability that has left her unable to drive or read. I can’t say enough about Samantha, she is among the most wonderful people – timely, very informative, friendly and she puts my heart to rest when I drop off my two little travelers! It’s like I’m leaving them with family. This hit home on their return trip from Boston to Pittsburgh yesterday. They boarded JetBlue – were getting situated when they noticed that no one else was boarding. With 3 passengers and only flight staff onboard, they waited. 10 – 15 minutes passed and they started to get anxious – finally my son asked a flight attendant if everything was ok.
The Captain approached then told them that they were having issues with the radio and if it could not be fixed it they would have to switch aircrafts.
They returned to the terminal and told over the broadcast system that the flight was being delayed and planes were being switched. They both approached the airline desk and asked for assistance – they were told that they should just proceed to the new gate once they make the announcement. That’s when I found out that Boston doesn’t have an Ambassador Program – for two hours I wished they had. When they called with the delay information and told me what was going on – my heart sank with all the what if’s in my mind.
Another passenger helped them along the way to get to the new gate and boarded appropriately. It might seem silly but with your program, I know they’re always taken care of, always where they need to be and should something come up – they have a hand to help them along the way. So, thank you Samantha!! I won’t take your program for granted ever again!



Entry Num:
85
Company:
PilotGroup
Employee:
Dale N.
Name:
Marc B.
Comments:

An 87-year-old female was entering the airside terminal to catch her flight to Boston when she tripped and fell on an escalator causing her to have several injuries. The passenger was advised by paramedics that she should be seen by a doctor but was hesitant because she did not know what the Airlines policy was if she missed her flight and if it would cost her a fee.
Operations supervisor Dale Negle took it upon herself to help by contacting the air carrier and advising them of the passenger’s situation. The air carrier advised her that the passenger’s flight was running 30 minutes late. Mrs. Negle then asked what other times/flight were available if she missed her original flight and what needed to be done to rebook her on another flight. This information was then given to the injured passenger which helped ease her concerns.
The passenger was transported to a local hospital; her luggage was pulled from the original flight in case she needed it and she was rebooked on a later flight. She was also given a contact number for the air carrier in case she needed to change her plans or could not make that flight based on the doctor’s evaluation.



Entry Num:
84
Company:
PilotGroup
Employee:
Tim R.
Name:
Tony G.
Comments:

A passenger was traveling through our airport when we had the east coast snow storm that shut down several airports. Tim and I were on the train when a passenger asked where he could get a hotel.

Tim escorted the out of state passenger to the cab stand and asked the cab driver to take the traveler to a hotel in Robinson Township with the passenger’s approval.

Being from a small farm town, the passenger was especially grateful. He called his wife to tell her he was fine and thanked Tim. Great Job!



Entry Num:
83
Company:
PilotGroup
Employee:
Marc B.
Name:
Paul S.
Comments:

The family member of an inbound passenger advised AIRCOM that she needed to speak with an airline representative from United Airlines. The family member brought a portable oxygen bottle for her inbound family member and is unable to get the oxygen over to the airside terminal to meet the passenger. The family member was distraught and concerned that her ill family member needed the oxygen as soon as she exited the aircraft.
After United Airlines was finally reached to obtain a gate pass to family members, Marc sent a supervisor to the Landside Terminal to meet the distraught family members and assure them that the Airport Authority was taking every step necessary to make sure the passenger’s oxygen transition went smoothly.
The fire department was at the gate to meet the ill passenger. After confirmation that the patient was not in distress, she was set up on a portable oxygen tank and escorted back to the Landside Terminal with her family members.
Airport Operations, AIRCOM, and Airport Authority Fire Department worked together as one to make this response a success.


Entry Num:
82
Company:
PilotGroup
Employee:
Demari G.
Name:
Paul S
Comments:

The family member of an inbound passenger advised AIRCOM that she needed to speak with an airline representative from United Airlines. The family member brought a portable oxygen bottle for her inbound family member and is unable to get the oxygen over to the airside terminal to meet the passenger. The family member was distraught and concerned that her ill family member needed the oxygen as soon as she exited the aircraft.
Lt. Garth was very receptive to the request for assistance, and immediately sent a crew to the gate to the meet the aircraft, check on the passenger, and assist if needed. Lt. Garth also offered that if the family was unable to bring the oxygen to the gate, that his crew would escort the passenger to the Landside Building using the fire department’s oxygen.
The fire department’s crew that responded to the gate upon the ill traveler’s arrival was able to check on the patient, and confirm that the patient was not in distress. The passenger was then transitioned on to the portable oxygen and escorted to landside with family members.
Airport Operations, AIRCOM, and Airport Authority Fire Department worked together as one to make this response a success.





Entry Num:
81
Company:
PilotGroup
Employee:
Ed R.
Name:
Eric R.
Comments:

Everyday people who are not familiar with the airport raise questions about the best way (cost effective, fastest or only) to get from the airport to their destination. Ed determines their needs and then advises them of the various alternatives that are available. Ed will make an extra effort to be sure that the passengers make the connection, especially if they are from another country or another state that has limited transportation. I have observed Ed making arrangements with the employee working second shift to check on someone who is waiting for a once a night bus from another state to make sure that they get on the bus. Ed always projects a positive image and attitude for the airport. He is interested in every passenger and often brings a smile to them with his short sayings of encouragement.
The result is……usually a satisfied, happy passenger who is left with a good impression of the airport and region.




Entry Num:
80
Company:
PilotGroup
Employee:
Ed R.
Name:
Randy F.
Comments:


One of the Authority board members has been unable to drive for several months. Therefore, I have been picking him up at his home and driving him to the board meetings. He uses a walker because he has a hard time walking. When I get to the building, I must drop him off and then park the car, which takes several minutes.
Ed works at the taxi stand adjacent to the door where I drop off the board member. From the very first day, Ed observed the situation and immediately came over to help. He helps him get out of the car and escorts him to the elevator. He then stays with him until I catch up with them, or he has him settled in the conference room. Ed does this without anyone asking and with a very cheerful demeanor. He is a great help and a wonderful reflection of the folks at the ACAA.
The result was… a safe trip and a good experience for a great board member.




Entry Num:
79
Company:
PilotGroup
Employee:
Clinton A.
Name:
Jenna F.
Comments:

The Military and Family comfort center at PIT only provides light refreshments for military members.
Clinton made it his project to get donations from the public. With these donations, he is going to buy $10 AIRMALL gift cards to give to the active members of the military. With these gift cards, they can eat a hot meal before departing.
Over $2,500 has now been collected for the soldiers that enter the military room. There has also been positive media coverage on the airport and project because of it.




Entry Num:
78
Company:
PilotGroup
Employee:
Cheryl J.
Name:
Paul S.
Comments:

The family member of an inbound passenger advised Cheryl that she needed to speak with an airline representative from United Airlines. The family member brought a portable oxygen bottle for her inbound family member and is unable to get the oxygen over to the airside terminal to meet the passenger. The family member was distraught and concerned that her ill family member needed the oxygen as soon as she exited the aircraft.

Cheryl made numerous attempts to contact United Airlines via phone in hopes of assisting the family member in obtaining a gate pass. However, those attempts were unsuccessful. With the arrival of the flight nearing, Cheryl contacted the Airport Operations Duty Manager and advised him of the situation. From here, the ACAA Fire Department was notified.
United Airlines was finally reached and was able to get a gate pass for the family members as the aircraft was landing. Emergency crews were there to meet the ill passenger upon arrival. Confirmations were made that the passenger was not in distress. The passenger was then escorted to the Landside Terminal with a portable oxygen tank. Cheryl worked in a cooperative fashion with the other necessary departments to avoid an incident from occurring.

Airport Operations, AIRCOM, and Airport Authority Fire Department worked together as one to make this response a success.


Entry Num:
77
Company:
PilotGroup
Employee:
ACAA Fire, ACAA Field Maintenance and County Police,
Name:
Barry M.
Comments:

NA multi-vehicle accident occurred at the Sunoco fueling facility located on Airport property. The incident involved six vehicles and could have been tragic. Fortunately only a couple minor injuries were noted. Many of the people involved were airport passengers that just arrived or had departing flights.
The airport’s well trained Fire & Police Department staff responded quickly and took charge of what could have been a dangerous and highly volatile situation. They readily checked on the people involved and offered their assistance. The entire area was secured to prevent further damage and/or injuries. Field maintenance crews responded to recover vehicles and clean the area of broken glass and vehicle parts. Their efforts were further complicated with leaking fluids from the damaged vehicles, but the teamwork from all departments was flawless. The temperature was in the high 80’s, so the fire department kept the crews, passengers and employees supplied with cold drinking water throughout the event.
In just over one hour, the entire area was returned to a pristine condition. The injured had been cared for; all vehicles involved were removed; the debris was gone. Best of all, departing passengers were supplied with transportation to assure the incident did not keep them from making their flights. The great display of teamwork of taking care of people from the best airport staff in the business went largely unnoticed. Ask any of those involved, and they would tell you they did nothing special.
Unfortunately, due to the number of people involved, it was impossible to recognize each individual. Many thanks for your professional response and actions!




Entry Num:
76
Company:
PilotGroup
Employee:
William C.
Name:
Paul S.
Comments:

A family member of an inbound passenger advised AIRCOM that she needed to speak with an airline representative from United Airlines. The family member brought a portable oxygen bottle for her inbound family member and is unable to get the oxygen over to the airside terminal to meet the passenger. The family member was distraught and concerned that her ill family member needed the oxygen as soon as she exited the aircraft.
Upon hearing about the situation, William immediately attempted to contact United Airlines Operations. He was eventually able to contact United Airlines and got the airline to dispatch a representative to the baggage claim area to meet the family and issue a gate pass.
The aircraft did land while the family was obtaining their gate pass from United Airlines in the baggage claim area. The passenger was met at the gate. After being confirmed that the ill passenger was not in distress, the passenger was set up on a portable oxygen tank and escorted to the Landside Terminal.
Although this was an airline issue, all parties involved in this incident went above and beyond to assure that this passenger safely made it to her destination without incident. Airport Operations, AIRCOM, and Airport Authority Fire Department worked together as one to make this response a success.



Entry Num:
75
Company:
PilotGroup
Employee:
Bob M.
Name:
CeCe P
Comments:

A cargo issue occurred with one of the international charters.
This was after hours and on a weekend. The customer tried unsuccessfully to reach several people to get resolution. After having met Bob, the passenger called him for help. Bob made several calls, found the problem, and got back to the customer the same day. This action helped the customer understand what was going on. The customer was very pleased with the results and has continued flying through PIT.
Bob’s willingness to help the customer and the speed with which he solved the issue is the kind of service that sets us apart from major gateway airports and keeps international charter flights coming in.




Entry Num:
74
Company:
PilotGroup
Employee:
Amelia F.
Name:
Anne F.
Comments:

A passenger was crying in the Center Core of the Airside Terminal -- she had just received word that her stepdaughter had passed away.

A phone call was placed to Amelia, because the passenger was a US Airways passenger.

Ameila responded immediately, took care of the passenger's intinerary and got her rescheduled so she could fly home to be with her family.

By being engaging and adaptive Amelia was able to solve a problem for a passenger, who was very thankful for Amelia's efforts.


Entry Num:
73
Company:
PilotGroup
Employee:
Dennis C.
Name:
Anne F.
Comments:

Dennis was walking through the Landside terminal when he noticed someone pulling a rolling piece of luggage had just went over a thin purse.

Dennis picked up the purse, opened it and found ID, credit cards and a large sum of money. Realizing that the purse, would be hard to miss on the floor, Dennis figured that it had been dropped in the past few minutes.

Dennis ran a head and found the individual who matched the ID and was able to return her wallet.

By being able to adapt and engage Dennis was able to proactively solve a problem for a passenger who didn't even realize an issue was about to occur.


Entry Num:
72
Company:
PilotGroup
Employee:
Cedric S.
Name:
Nino S.
Comments:

ACPD Officer reported that a family in baggage claim is attempting to get a gate pass to meet a family member -- who requries oxygen -- on an inbound flight to get that passenger a replacement oxygen bottle. No airline representative could be located. Cedric the airlines' operations staff and advised them of the situation and responded to baggage claim to coordinate in obtaining a gate pass.
Furthermore he escorted the family members through security to airside, in order to expedite the process. In the meantime ARFF personnel responded to the gate to stand by with the passenger on oxygen for precautionary reasons.

When Cedric arrived at the gate with the family members, ARFF replaced the oxygen bottle and the passenger was re-united with the family and taken to landside.

Using “Resiliency Edge” tools - including adaptability, engagement, optimism, pro action - to solve their problem, the employee addressed the issue/problem in the following manner:

Cedric adapted to the situation and addressed the problem both professionally and on a personal note. He engaged all parties that had an interest and ensured that the customer’s needs were satisfied. Many issues are addressed via the telephone, but Cedric went a step further by taking ownership of the problem.


The result was…: “Delivering the highest level of customer service through the commitment and innovation of our employees.”



Entry Num:
71
Company:
PilotGroup
Employee:
Tom G.
Name:
Tracey C.
Comments:

A Southwest Airlines' passenger left his cell phone in the gate area. While on his way back from a maintenance call Tom found the gentleman's cell phone.

By using the contact in the phone, Tom was able to reach the passenger, obtain a mailing address and send the phone to his home.

The passenger had been worried about the phone but was now relieved it had been found and would be returned.


Entry Num:
70
Company:
PilotGroup
Employee:
Brian A.
Name:
Jeff M.
Comments:

On Wed., June 9, I called early in the morning to alert Safety and Security that I was bringing several people to fingerprinted later that morning -- and it would approach the department's closing time, but all should be fine.

As our group moved through the orientation process we began to fall behind time and it was obvious we were going to be late for finger printing. We called to Safety and Security again, to notify them. However, by the time we arrived for fingerprinting we were approaching the limits the departments set hours.

Brian and the staff handled the situation beautifully by being adaptive and engaging. The process was expedited and everyone was fingerprinted in a very efficient manner.

I left happy, knowing they gave up a little of their time to help me out!


Entry Num:
69
Company:
PilotGroup
Employee:
Scott M.
Name:
Jeff M.
Comments:

On Wed., June 9, I called early in the morning to alert Safety and Security that I was bringing several people to fingerprinted later that morning -- and it would approach the department's closing time, but all should be fine.

As our group moved through the orientation process we began to fall behind time and it was obvious we were going to be late for finger printing. We called to Safety and Security again, to notify them. However, by the time we arrived for fingerprinting we were approaching the limits the departments set hours.

Scott and the staff handled the situation beautifully by being adaptive and engaging. The process was expedited and everyone was fingerprinted in a very efficient manner.

I left happy, knowing they gave up a little of their time to help me out!


Entry Num:
68
Company:
PilotGroup
Employee:
Joan M.
Name:
Jeff M.
Comments:

On Wed., June 9, I called early in the morning to alert Safety and Security that I was bringing several people to fingerprinted later that morning -- and it would approach the department's closing time, but all should be fine.

As our group moved through the orientation process we began to fall behind time and it was obvious we were going to be late for finger printing. We called to Safety and Security again, to notify them. However, by the time we arrived for fingerprinting we were approaching the limits the departments set hours.

Joan and the staff handled the situation beautifully by being adaptive and engaging. The process was expedited and everyone was fingerprinted in a very efficient manner.

I left happy, knowing they gave up a little of their time to help me out!


Entry Num:
67
Company:
PilotGroup
Employee:
Beth H.
Name:
JoAnn J.
Comments:

Being on the board for EMSI, I recently had approval to help the region’s EMS agencies out with a large scale multi-vehicle photo shoot. It was an exciting opportunity and it presented some challenges. While I could coordinate many aspects of the project, I am not a photographer. So I needed a photographer who could make this picture perfect.

Beth Hollerich used adaptability, engagement and proaction to make this photo highly professional and excellent quality. She researched the project on photo forums on line to get ideas, she leased a high powered lens so the picture would be extra clear, and she enlisted the help of another volunteer photographer as backup “just in case.”

The resulting photo was praised by the EMS community in western PA. The quality is excellent and I plan to use it in the airport calendar. It further promotes the airport’s mission as a partner and helps to promote public safety.



Entry Num:
66
Company:
PilotGroup
Employee:
Rick W.
Name:
JoAnn J.
Comments:

Being on the board for EMSI, I recently had approval to help the region’s EMS agencies out with a large scale multi-vehicle photo shoot. It was an exciting opportunity and it presented some challenges. While I could coordinate many aspects of the project, I am not able to personally direct vehicles onto the airfield. I needed professional expertise in managing multiple agencies and many emergency vehicles. I also had a small window of time to do this or else it would be impossible and way too costly to pull off.

Rick used adaptability. He was called upon to help me out with this as a favor and he adapted to make the time, effort and resources available to make sure everything ran smoothly. He used proaction in also documenting this event as a staging exercise so the staff that participated also gained emergency training experience.

His energy and engagement on the day of the photo shoot enabled the photo to be completed in a timely manner and in a professional fashion. All the EMS agencies who participated had nothing but praise for this event, the first ever-multi-agency photo shoot of ambulance from western PA, featuring 64 ambulance and two medical helicopters. It was a wonderful gift to the EMS community for National EMS week!



Entry Num:
65
Company:
PilotGroup
Employee:
Wendy H.
Name:
Jeff M.
Comments:

The deadline for performance reviews was nearing when our department learned the reviews were not going through the system properly.

Wendy looked into the matter, and although it was a Friday afternoon, she stayed late and made sure the problem with the system was solved. She took me through the procedure, then identified the system error, corrected it, then took me through the process one more time to ensure it was correct.

The result was a performance review was properly processed.


Entry Num:
64
Company:
PilotGroup
Employee:
Matt B.
Name:
Mike C.
Comments:

I required a set of topographical drawings to be made for a consulting engineer.

Matt was able to adapt his workload to expedited our request as well as being proactive in recommending drawing modifications that would improve the package that being forwarded.

The result was an excellent package which drew rave reviews from the consultants: "The documentation at PIT is head and shoulders above other airports."


Entry Num:
63
Company:
PilotGroup
Employee:
Dawn R.
Name:
Steve R.
Comments:

Employee recycling is a program that the ACAA is agressively promoting, but old habits die hard.

However, Dawn is the most conscientious recycler in the world. She goes above and beyond the call of duty to collect trash and sort out recyclables.

She reminds her co-workers on the importance of being "green" and attemps to convert all with whom she comes in contact.

The result is a better environment for all.


Entry Num:
62
Company:
PilotGroup
Employee:
Diane B.
Name:
Anne F.
Comments:

A couple arrvied at the Information Desk and explained that their flight had been delayed. They asked Diane if they had enough time to eat.

Diane informed them that based on the estimated time of the delay, the couple should have more than enough time to enjoy a meal.

Just after the couple entered Friday's, a PA announcement was made that the flight delay had been rescinded and all passengers on that flight were to report to the gate immediately.

Diane tried to call the gate, but got no answer. So Diane alerted a co-worker to continue calling, while she went to Friday's to have their staff notify the couple. Then Diane quickly made her way to the gate to inform the airline staff that the couple were on their way.

The result was the couple made the flight.


Entry Num:
61
Company:
PilotGroup
Employee:
Tracey C.
Name:
Larry L.
Comments:

Tracey received a phone call from a customer who had left his laptop computer at the security checkpoint.

Instead of transferring the phone call, Tracey took it upon herself to contact the Security Checkpoint and the airport lost and found to locate the passenger's laptop.

After it was found, Tracey made arragements with the Lost and Found and passenger for the item to be picked up.


Entry Num:
60
Company:
PilotGroup
Employee:
Tracey C.
Name:
Larry L.
Comments:

A passenger phoned and was upset that she was getting no response from United Airlines concerning rebooking a flight she missed.

Although this was out of Tracey's normal realm of business, Tracey made several phone calls and found a later flight that the passenger would be able to make.

Tracey collected the information and passed it on to the passenger.

By being engaging and proactive a passengers travel issue was resolved.


Entry Num:
59
Company:
PilotGroup
Employee:
John R.
Comments:

A major snow event seemed to never end, affecting both internal and external customers. The problem was moving what appeared to be an endless and unprecedented amount of snow in a short period of time.

During this event employees needed fed and John headed up the kitchen and prepared a feast that most restaurants would be envious of. His work was appreciated and never ending as well. Between equipment repairs, John prepared the food and maintained the kitchen and utensils to a pristine state.

Employee morale was maintained at a high level as witnessed by their verbal display of appreciation and response with their tireless and constant effort in maintaining the Airport and Airfield in a safe condition.



Entry Num:
58
Company:
PilotGroup
Employee:
Tom V.
Name:
Barry M.
Comments:

A major snow event seemed to never end, affecting both internal and external customers. The problem was moving what appeared to be an endless and unprecedented amount of snow in a short period of time.

Tom laid out an effective plan in advance and provided the appropriate staffing and utilized his resources very effectively. Additionally, he monitored the operation and instilled a high degree of confidence in the employees who make this happen.

Employee morale was maintained at a high level as witnessed by their verbal display of appreciation and response with their tireless and constant effort in maintaining the Airport and Airfield in a safe condition.



Entry Num:
57
Company:
PilotGroup
Employee:
Paul H.
Name:
Barry M.
Comments:

A major snow event seemed to never end, affecting both internal and external customers. The problem was moving what appeared to be an endless and unprecedented amount of snow in a short period of time.

Paul monitored the operation and displayed a high degree of confidence in the employees charged with snow removal and maintaining a safe airport. Paul then provided food and drink to make sure everyone had what was needed.


Employee morale was maintained at a high level as witnessed by their verbal display of appreciation and response with their tireless and constant effort in maintaining the Airport and Airfield in a safe condition.



Entry Num:
56
Company:
PilotGroup
Employee:
Eddie R
Name:
Paul H.
Comments:

A mother and her son were walking with several pieces of luggage on the opposite side of the commercial curbs and it was obvious they were lost.

Immediately, upon recognizing the situation, Eddie called out to them, quickly crossed the street and listened to their situation. Eddie explained where they needed to be and showed them the way. He took it upon himself to resolve these customers' issues.

The passenger and her son left happy and even commented about how nice it was for Eddie to help them out!



Entry Num:
55
Company:
PilotGroup
Employee:
Tom B.
Name:
Kevin G.
Comments:

External customer: A soldier was standing on the commercial curb and was trying to get over to the McGarrity Army Reserve Center. He was told by the Army that they did not have a means of transporting him from the airport to the center.

Using “Resiliency Edge” tools - including adaptability, engagement, optimism, pro action - Tom spoke with Eddie at the commerical curb and the soldier and resolved the issue by personally driving the soldier to his destination.

The result was the soldier made it to his destination without further delay.







Entry Num:
54
Company:
PilotGroup
Employee:
Kevin G.
Name:
Mike A.
Comments:

Internal Customers: Several ACAA employees who were attending the Holiday Luncheon and were concerned there was no way to recycle items and that all trash was going to the same place.

Upon hearing of the situation Kevin was proactive and sought a recycling container from the nearest available site. The containers were delivered and employees were able to recycle.

The result – in addition to an environmentally friendly lunch -- was a pleasant surprise for the ACAA employees who saw this as a minor issue but were pleased someone took their concern seriously and acted quickly.





Entry Num:
53
Company:
PilotGroup
Employee:
Dan M.
Name:
Anne F.
Comments:

Dan witnessed an individual fall on the escalator and upon arriving to assist learned the gentleman had heart issues.

Dan immediately called paramedics, and stayed with the family to keep them calm until help arrived.

The result was two families who felt much more at ease about their loved one's condidition.




Entry Num:
52
Company:
PilotGroup
Employee:
Dawn R.
Name:
Jeff M.
Comments:

A customer sent an e-mail to FlyPittsburgh.com concerning a trip she would be taking with a large group in the near future. The woman had numerous questions about ground transportation to the airport and where this group could congregate while it waited for the flight.

Upon reading the e-mail I realized I wasn't quite so sure that I would be giving the woman the correct answer and wanted just a quick clarification. I sent the e-mail to Dawn for that reason.

Dawn read the e-mail and, using the Resiliency Edge tools of proaction, engagement and adaptability took the time to compose an incredibly well-written e-mail -- full of details and options -- to the woman. The e-mail answered all of her questions.

The result was a satisfied passenger (and subsequently a large group of passengers). Additionally, when the group arrived at the airport they had all the information they needed on where to be which, in turn, saved additional work for other airport personnel. Well done, Dawn!





Entry Num:
51
Company:
PilotGroup
Employee:
Dennis P.
Name:
Tom S.
Comments:

An elderly couple was just inside door No. 1 when Dennis entered baggage claim from public arrivals just after noon on Monday March 22, 2010. The gentleman saw Dennis and asked. "Do you work here?”

Dennis said "yes", and by being engaging, he learned the couple was having difficulty finding the proper the location to wait for the Charlie Brown Parking courtesy vehicle.

Dennis toook the time to explain where the courtesy phones are located and then took the time to walk them to the phones.

While walking Dennis explained that Charlie Brown would most likely pick up at Door Number 8, which was at the opposite end of the building. Dennis even took the time to explain the odd and even door numbers as they walked past them.

The result was a releived, happy, smiling and appreciative couple, who thanked Dennis for his assistance.




Entry Num:
50
Company:
PilotGroup
Employee:
Curtis J.
Name:
Jim G.
Comments:

For an extended period of time, the sink in our office kitchen kept having problems with foul odors. Facilities Maintenance always responded and did whatever they could to address the issue. About six weeks ago we noticed the same problem again. While we weren’t sure that it was the garbage disposal it seemed to be the culprit. Facilities sent Curtis from the Plumbing Shop to diagnose the problem. In no time flat, Curtis determined that it was, indeed, the disposal and set right away to replace it. The job appeared to be trickier than just replacing it since, I believe, the problems also stemmed from the angle of drain line. Curtis worked diligently to not only fix it, but fix it correctly. The staff appreciated his hard work and going the extra mile to resolve our on-going problem. Thanks to Curtis we no longer have to hold our noses when going near the sink! Great job!


Entry Num:
49
Company:
PilotGroup
Employee:
Lucinda H.
Name:
Jim G/
Comments:

As the Authority enters February we kick into high gear working with our independent auditors on the year-end financial statements. Part of the process requires us to provide analysis of the previous year and projections for the current one. With so many issues on the table and working on the document I found myself needing some quick answers to complete this analysis and forward it along to the auditors. I asked Lucinda for some help on average fares and flight activity changes. Not only did she give me the answers I needed but she did so quickly – the same day. She exercised some great customer service helping out so promptly that I was able to complete the document and not hinder our ability to meet the audit deadline. I know how frantic of a pace Lucinda sometimes has to operate in to keep up with the airlines so I especially appreciate her willingness to take time out of her busy day to drop everything and help me out.


Entry Num:
48
Company:
PilotGroup
Employee:
Dawn R.
Name:
Eric R.
Comments:

By 11 p.m. Friday, Feb. 5 so much snow had fallen on local roadways that hotel shuttles, taxis and limousines had stopped running to and from Pittsburgh International Airport.

About that time Dawn Romitz, ACAA Contract Administrator, received a call from a Ground Transportation Coordinator informing her that there were more than 70 people stranded and trying to get to local hotels.

Dawn enganged the ground transportation coordinator to fully understand the situation. Then she was proactive by quickly developing a solution that utilized parking shuttles to arranged to transport customers to hotels using parking lot shuttles.

The end result was that due to Dawn's quick action, passengers spent the night in comfortable lodging that they would not have otherwise. The final result may have been summed up perfectly by a passenger who remarked: “If we had been in Chicago, we would have never got this kind of service”.



Entry Num:
47
Company:
PilotGroup
Employee:
Kirk N.
Name:
Stan L.
Comments:

On the night of Friday. Feb. 5 and into the morning of Feb. 6. Kirk was working at Air Comm when a massive snow storm hit the region.

Due to the weather situation, Kirk remained at work for 16 hours, all the while answering hundreds of phone calls and updating our customers.

Throughout the entire crisis, Kirk was pleasant, patient and helpful.

The result of the Kirk's actions were that our passengers had important and correct information about the airport in a time of need.






Entry Num:
46
Company:
PilotGroup
Employee:
Marc S.
Name:
Stan L.
Comments:

On the night of Friday. Feb. 5 and into the morning of Feb. 6. Marc was working at Air Comm when a massive snow storm hit the region.

Due to the weather situation, Marc remained at work for 16 hours, all the while answering hundreds of phone calls and updating our customers.

Throughout the entire crisis, Marc was pleasant, patient and helpful.

The result of the Marc's actions were that our passengers had important and correct information about the airport in a time of need.






Entry Num:
45
Company:
PilotGroup
Employee:
Chris C.
Name:
Stan L.
Comments:

On the night of Friday. Feb. 5 and into the morning of Feb. 6. Chris was working at Air Comm when a massive snow storm hit the region.

Due to the weather situation, Chris remained at work for 16 hours, all the while answering hundreds of phone calls and updating our customers.

Throughout the entire crisis, Chris was pleasant, patient and helpful.

The result of the Chris' actions were that our passengers had important and correct information about the airport in a time of need.






Entry Num:
44
Company:
PilotGroup
Employee:
Samantha S.
Name:
Jeff M.
Comments:

A passenger received a notice from an airline that due to inclement weather, her and her husband's flight for the next day had been cancelled.

The parents needed to get to Ft. Hood, Texas, because their son, a Major in the Army was going to be deployed to Iraq for the next 15 months.

The passenger tried to contact the airline repeatedly but could not reach them. She found Samantha's phone number on the ACAA website and called her out her desperation.

Samantha engaged the individual to make sure she understood the issue. Then she was proactive by going to the airline's ticket counter, explaining the situation to the airline personnel. Eventually the passenger was rebooked on another flight.

The result was incredibly grateful parents of a US Soldier, who will get to see each other before he is deployed, because of Samantha's actions.



Entry Num:
43
Company:
PilotGroup
Employee:
Joe A.
Name:
Mike A.
Comments:

During his lunch, Joe was walking in baggage claim when he noticed a trail of blood on the floor. Joe took initiative and followed the trail from an escalator to the men's room.

Inside the men's room Joe found a gentleman who had fallen on the escalator, cut himself, and now was applying first aid himself.

Joe was proactive, engaged the man and by being optimistic and calm, gathered information and called Air Comm. He stayed with the gentleman until aid arrived.

The result of Joe's actions was that the gentleman now had a positive experience after his accident.



Entry Num:
42
Company:
PilotGroup
Employee:
Bob W., John R., Dale P.
Name:
Mark C.
Comments:

Jim M. and myself stopped at Field Maintenance this morning to see the snow personnel. As we entered the building, we were watching a procedure where new broom bristles were being put on the broom heads to replace the worn down bristles from many hours of sweeping operations on the airfield this Winter.
Jim M. showed me a cylindrical device that was being utilized by the mechanics that I had never seen before. I inquired about this piece of equipment and to what the was its use. I was told that this device was invented and constructed by Field Maintenance heavy equipment mechanics.

I then became even more interested in the operation which I was viewing. I was informed that when the core head of the broom is loaded with new replacement bristles, the nine foot long, one thousand pound head can be quite the chore to place back in the proper aligned position on the front of the broom.

Under this new procedurea forklift still has to be utilized in the lifting of the head, but in previous years it usually required three personnel to adjust the unwieldy head into position prior to its reattachment to the broom.

This device saves on the amount of time (which was approximately cut in half) and also and probably most importantly, save on the safety related issues that used to pertain to this operation of returning broom heads to the front of the broom.

The new device also accomplishes the job in a safer manner.

The creation of this cylindrical compressed air driven device that was devised by Bob W., John R., and Dale P.is a testament to the ingenuity and dedication and creativity of these individuals. They are to be commended and respected in my opinion for their efforts.

Worker safety and the somewhat new implementation of the Safety Management System that has been adopted by the aviation community directly correlates with the invention of this device.

I have always held a profound respect for all the Field Maintenance personnel who make Pittsburgh International Airport a safe and efficiently run facility during the most trying times each year in any airports existence which is always the Winter season.





Entry Num:
41
Company:
PilotGroup
Employee:
Dennis M.
Name:
Tom V.
Comments:

During an extended snow period in late December and early January it continued to snow for 12 out of 13 days with 10 being consecutive days. Travel could have been dangerous and keeping the Airfield clear of ice and snow is no small job. The safety of those who perform this work is just as important. When these two tasks are combined, they affect both internal and external customers, although if done well, the external customer is never affected and seldom sees the problem.

The leader of the crew is Dennis McNamee. Dennis brings 35 years of experience to the Airport and understands exactly how to accomplish the tasks, utilizing the skills of the employees while battling Mother Nature. Dennis bring all the resiliency tools into play, being optimistic that the job can and will get done. He engages the job while adapting to the constant changing weather conditions. He takes a pro-action approach, moving the snow and ice in the proper direction which is critical to time management and the safety of his crew.

The Airport and Airfield remained opened and clear of snow, ice and contaminants. The passengers of the Allegheny County Airport were able to arrive and depart to their destinations safely and without incident. Great job accomplished by the dedicated crew as always.



Entry Num:
40
Company:
PilotGroup
Employee:
Scherie H. and Marilyn A.
Name:
Tom V.
Comments:

Payroll issues can easily occur from the recent snow events driving long working hours with many employees. While this may appear to be an internal problem, employees receiving the correct pay for their hard work prevent external problems by keeping morale at a high level.

Both Scherie Hopwood and Marilyn Allison have been proactive and dedicated many hours to assure the payroll ending 01/02/2010 was correctly submitted. While this alone is not unusual, they were challenged by a short deadline and the unusually long hours the crew worked during the prolonged weather event. They both feel strongly about employees receiving the proper pay for their hard work and take payroll very serious. They quickly engaged the problem, taking many proactive steps in checking and double checking over 100 employee’s time records.

The result was a 98% correct payroll was accomplished, with complete employee confidence, knowing they’re being paid correctly for their hard work. Morale is maintained and constant efforts are given in return for knowing their work is and continues to be appreciated.



Entry Num:
39
Company:
PilotGroup
Employee:
James M.
Name:
Larry L.
Comments:


On Friday, January 15, 2010, after the TSA needed to clear an item in a passenger’s bag in the South Automated Baggage System, the bag screening and sortation process was halted. Airline Services immediately instituted the Fall Back Procedure. Part of this process requires the security door for the T2 line on the North Automated Baggage System to be opened. Since this was the first time this procedure was implemented, US Airways personnel were reluctant to open the door for the TSA Representatives.

Airline Services’ Supervisor, James Myers was in the process of instructing the Air Carriers in the South end of the building about taking the bags to the North end when he found that the TSA was having an issue. Jamie proactively discussed the situation with the US Airways’ employees persuading them to open the door while reassuring them this process/contingency plan had been approved.

The result was: Delay of passengers’ baggage was averted reducing their inconvenience. Additionally, Jamie’s reassurance to the USAirways employees eased their concerns and implementation of a new procedure during a tense situation.



Entry Num:
38
Company:
PilotGroup
Employee:
Brenda G.
Name:
Jeff M.
Comments:

Brenda, an Ambassador, encountered an Algerian woman who wanted to rebook her return flight.

Confused and concerned, she didn't know where to turn. Brenda engaged her and escorted her to the United ticket counter. Brenda reassured the woman along the way and was proactive in escorting her to the proper location.

The woman let Brenda know she appreciated her help.



Entry Num:
37
Company:
PilotGroup
Employee:
Paul D.
Name:
Jeff M.
Comments:

While working in the moving walkway, Paul was approached by a passenger who needed to arrange a wheelchair for assistance to the ticket counter.
Paul pleasantly engaged the passenger, listened to this issue. He then gave directions to the passenger to the correct desk and let them know the procedures to follow.
The passenger gave Paul and nice smile, followed with a "Thank you! I appreciate your help!"



Entry Num:
36
Company:
PilotGroup
Employee:
Mary G.
Name:
Jeff M.
Comments:

Mary, an Ambassador, encountered an International Passenger at PIT, who was unfamiliar with the International Arrival procedure. The passenger had bought several bottles of alcohol while travelling and wanted to put them in carry on bags for the rest of their trip after landing at PIT.
The passenger was quite upset and frustrated after landing here and not understanding the rules.
Mary engaged the passegner, listened to the situation, and then patiently explained several times why the passenger neeed to put the items in their checked bag.
After finally understanding the situation, the passenger was happy to keep the alcohol and pleased someone took the time to explain the situation.


Entry Num:
35
Company:
PilotGroup
Employee:
Larry S.
Name:
Jeff M.
Comments:

Larry, an Ambassador, ran accross a woman at the airside trains. She was upset and confused because she didn't understand where she was to meet her son.
Larry asked the passenger to call her son on her cell phone. Once connected, Larry -- from Airside -- directed her son -- who was landside -- to the glass elevators. Larry then escorted the woman to meet her son.
By engaging the woman Larry was able to find a solution that calmed the passenger and her son.


Entry Num:
34
Company:
PilotGroup
Employee:
Dan C.
Name:
Greg K.
Comments:

Customers was lost on their way to the airport and ended up at the parking lot outside the jetway rehab. They were confused and upset.
Dan used his engagement abilities to begin a dialog so he could hep help the women get to their destination. He was able to calm them and then drew a detailed mapfor directions to the airport.
The result was that the women became calm and arrived at the terminal.


Entry Num:
33
Company:
PilotGroup
Employee:
Jetway Rehab Crew
Name:
Greg K.
Comments:

Through completing their everyday duties and interacting with airport employees, the jetway crew had learned about an airport community member who had run into financial hardships due to the current economical situation. The group learned that this person and their spouse would not be able to provide Christams for their children.
The Jetway Rehab Crew was proactive and took up a monentary collection and some went Christmas shopping and returned with wrapped toys to be placed under the tree on Christmas Morning.
The employee, who interacts with the Rehab Crew, was able to supply the family with a Christmas and the appreciation has been constantly returned to those on the rehab crew.


Entry Num:
32
Company:
PilotGroup
Employee:
Mark C.
Name:
Jeff M.
Comments:

In the days following the Haitian earthquake a local group formed a relief effort to help rescue a group of Hatian orphans.

While the first rescue team was returning to the United States and ultimately Pittsburgh International Airport, plans and information was constantly changing.

Mark reported for his shift midway through this situation. As he listened to the information, Mark was able to quickly adapt and make plans for different scenarios. Mark engaged me and questioned me on my needs and problems. He very quickly was able to solve two problems including locating a spot for a press conference.

Mark's efforts enabled me to work on other issues and led to a successful ending to this mission.



Entry Num:
31
Company:
PilotGroup
Employee:
Stan L.
Name:
Jeff M.
Comments:

Stan did a great job on the morning of Wednesday, Jan. 20 --the day after the first Hatian Orphan relief effor. As with most of the information with this rescue effort, nothing was certain and plans changed often and quickly over the next 90 minutes.

Stan did and outstanding job of explaining and carrying out the logistical effort that morning. It was Stan's quick, and common sense approach that actually facilitated the meeting between the second sister and her husband here at the airport. Stan always puts the best interest of the Airport Authority and our customers first when it comes to solving problems. This was an excellent example.



Entry Num:
30
Company:
PilotGroup
Employee:
Trudi B.
Name:
Jeff M.
Comments:

On the morning of Wednesday, Jan. 20 -- the day after the first Hatian Orphan relief effort -- I received word that the second sister from the affected orphange would be arriving from Haiti.

I was told to prepare for a press conference and media coverage of the flight -- and we had less than two hours.

As with most of the information with this rescue effort, nothing was certain and plans changed often and quickly over the next 90 minutes.

Through it all Trudi's performance was impressive. Using her adaptability, she made things happen as the situation changed constantly. She viewed me as a customer and made sure my needs were taken care of first and foremost. I relied on her for a ton information and help in solving logistical issues and she came up with great solutions in such a short period of time – that was huge considering how little time we had to work with.

Maybe the best thing about Trudi’s performance however, was her incredibly calm demeanor. The way she carried herself really helped me and it certainly left a positive image or the airport in the eyes of those she worked with.




Entry Num:
29
Company:
PilotGroup
Employee:
Dan N.
Name:
Stephanie S.
Comments:

In the days following the Haitian earthquake a local group formed a relief effort to help rescue a group of Hatian orphans.

Dan worked tirelessly to find the correct information about the progress of the rescue team -- this was extremely difficult because there was nothing certain about this mission as delays and plans were changed constantly. Through his relentless efforts Dan was able to confirm accurate information and pass it along to the appropriate parties.

Because Dan was proactive in contacting all involved parties and keeping them updated throughout the night all necessary parties -- inlcuding the ACAA -- were prepared for the arrival of the orphans.


Entry Num:
25
Company:
PilotGroup
Employee:
Samantha Stedford
Name:
Jeff Martinelli
Comments:

A passenger arrived at our office upset that she couldn't take a snow globe through security.

It was important to her as it was a gift. But it was getting late and she was worried she was going to miss her flight if she took the time to mail it.

Samantha volunteered to fedex the snow globe to woman allowing her make her flight and get her gift.

Samantha recognized the importance of the snow globe to the woman and took the issue upon herself.


Entry Num:
24
Company:
PilotGroup
Employee:
Linda McFeaters
Name:
Jeff Martinelli
Comments:

A man fell up the escalators.

Linda helped the man to a chair, talked to him, calmed him and then called for help.

The gentleman, who was upset, settled down quickly and greatly appreciated the help.


Entry Num:
23
Company:
PilotGroup
Employee:
Candy Cooper
Name:
Jeff Martinelli
Comments:

A Korean passenger who spoke no english missed his connecting flights on his way to Portland.

Candy patiently communicated with the gentleman until she found his home phone number.

Candy called them updated them on the situation and then got the family and the man connected with the Hyatt. through using the language line the gentelman was taken care of.

Utlimately the passenger was satisfied that he had a room to stay and the family knew he was in good hands.


Entry Num:
21
Company:
PilotGroup
Employee:
Jim Stenmiller
Name:
Joan McBride
Comments:

I have always known Jim Steinmiller to be a nice person, but something happened today that showed what an exemplary person and employee he is.

An elderly man with luggage showed up in our office and said he needed to go to the VA Hospital in Oakland but had little cash. Jim happened to be in our office area and overheard me saying I would help him to Travelers Aid. Jim took it upon himself to offer his help with the bags and talk extensively to the traveler.

Sadie, at Travelers Aid, helped acquire a cab that could take the traveler to Oakland for a determined price. Jim stayed with us the whole time, helped take the bags out to the taxi and gave the taxi driver the money. He spoke to the taxi driver to make sure this person got into the hospital and confirmed with Paul from Securitas the taxi driver was reputable.

He didn’t have to help me with the bags, stay with us, nor make sure this man got to his destination without any problems. I just wanted to point out what a great thing he did and what a truly nice person he is.

Joan



Entry Num:
20
Company:
PilotGroup
Employee:
Mike Rossman
Name:
Tom Duncan
Comments:

A lady with two small children was crossing the terminal dragging her suitcase. The handle had come unscrewed and she was dragging the suitcase as best she could. But the two children were small and she had her hands full. I used my engagement strength and walked over to ask if I could help. Then I was proactive. I had my tools with me since I was coming back from a job on air side and I used my screw driver to fix the handle. She was so grateful! It felt good to to help and felt good too to watch her pull her suitcase the right way by its handle.



Entry Num:
19
Company:
PilotGroup
Employee:
Dawn Romitz
Name:
Eric Ruprecht
Comments:

A woman did not have enough money for a cab to her destination from the airport. She had no credit card and had never been to Pittsburgh before. I calmed her down and told her I had an idea. I used by pro action skills and found an alternate carrier that could get her where she wanted to go for the amount of money she did have with her. That solved her problem, and she thanked me and said without me she would never have been able to get to her destination.



Entry Num:
18
Company:
PilotGroup
Employee:
Patti Ross
Name:
Brad Penrod
Comments:

A traveler called to vent about a problem. The call came to me, and I used my engaging skills and listened to them, which calmed them down. I assured them I would try to locate the person who could resolve their problem and get back to them. They were skeptical, but I assured them that I would take personal responsibility and make sure they got a call back. After hanging up, I found someone who could solve their problem, and that person did call them and fixed the problem.



Entry Num:
17
Company:
PilotGroup
Employee:
Dennis McNemee
Name:
Tom V
Comments:

A contractor required equipment to unload some fencing. He was upset because arrangements had been made, but they had not been told to me. Also, his required time frame could not be met. I could see he was upset and calmed him down by engaging him and promising that we would work together to work something out. I thought through some options and suggested those options to him. His stress level went right down once he could see me working with him. Ultimately, we did find a solution by working together and we got his need met and he was happy.


Entry Num:
16
Company:
PilotGroup
Employee:
Tony Galloreto
Name:
Jim Gill
Comments:

A woman was lost in the parking garage and upset. She was coming from the Hyatt and didn’t know where she was. I was on my cell phone when I saw her and I put the phone down and switch my attention to her need. First that need was to calm her down, and I did. Then I offered to show her to the airport, and invited her to walk with me and I would take her there. We did. She thanked me.



Entry Num:
15
Company:
PilotGroup
Employee:
Richard Gregory
Name:
Tony Galloreto
Comments:

I found a Blackberry phone. The gentleman did not realize he had lost it when he arrived at his destination. I found him by being pro active and dialing the “frequently called” number on the phone. I found someone who knew him because their phone showed the Blackberry number when they answered, and they knew who the gentleman was. I was able then to get his name and another phone number for him to tell him I had his phone. I mailed it to him, and of course he said thank you.



Entry Num:
14
Company:
PilotGroup
Employee:
R. Cole
Name:
D. Conroy
Comments:

A traveler turned into the GO parking lot by mistake. He was upset and started to back up because he didn’t want to go through the turnstile. I walked calmly over to his car window on the driver side and engaged him. I explained calmly that it was not a good idea to back up, that it wasn’t safe, and I was focused on his safety. I explained, again calmly which kept him calm, that if he went to the turnstile he would be able to get out and they wouldn’t charge him. He said thank you.


Entry Num:
12
Company:
PilotGroup
Employee:
Theresa Parrish
Name:
Janice Melonie
Comments:

An airline employee was anxious because he needed to take the test to update his badge outside regular business hours. I listened and remained calm and that calmed him and I made reservations to work late so he could take the test on time. I also gave him info so that he could be prepared for the next time he needed to take the test. He said thanks and apologized for making me stay over.


Entry Num:
10
Company:
PilotGroup
Employee:
Cece P.
Name:
Jeff M.
Comments:

CeCe's wonderful assistance,unflagging attention to detail, and efforts to ensure that the Singapore delegation successfully navigated the airport and TSA processes during the G-20 Summit as seamlessly as possible were greatly appreciated.
CeCe handled everything brilliantly, and the State Departmentw we were all very grateful for her guidance and positive and energetic professionalism.



Entry Num:
9
Company:
PilotGroup
Employee:
Dennis M.
Name:
Len B.
Comments:

It’s not everyday that you experience an outstanding professional work ethic in action. A couple of weeks ago the Stationary engineers needed to remove an old exhaust system from the field maintenance garage area. This particular unit was 12 feet off the ground and extremely top heavy. In order to remove it safely it took precision work from the fork lift operator.
On short notice Dennis M., the lead operator, took on the task of removing the exhaust and working as a team with the stationary engineers. Watching these employees communicate together to accomplish this difficult task was a rewarding experience.
Safety was the number one concern for the day and Dennis was proficient in implementing it. In one hour the exhaust was on the ground and we were on our way to the next project.
Thanks so much to Dennis for helping to expedite this difficult task.



Entry Num:
8
Company:
PilotGroup
Employee:
Scot B.
Name:
Mindy R.
Comments:

Travelers in a vehicle were upset because their GPS system led them to the Airport Maintenance Building instead of the main terminal. They could not find the terminal and were now several miles away and running late for a flight.
Scot adapted. He got in his vehicle and then had the driver follow him. Scot drove directly to the airport and helped the travelers on their way.
The customers left happy giving Scot a friendly honk and a wave.


Entry Num:
7
Company:
PilotGroup
Employee:
Tom G., Don P., Scott C., Michael H.
Name:
Larry L.
Comments:

During the G-20 Summit, on the evening of Thursday, September 24, 2009, Brazilian Presidential Aircraft were parked at Gate A-16, adjacent to the Airline Services’ Shop area.
It was a brisk autumn evening and Airline Services’ second shift Lead Engineer, Tom G. noticed a Brazilian Security Agent sitting under the nose wheel of the Presidential A320 aircraft.
Tom observed that the Security Agent appeared to be uncomfortable due to the chill in the fall air. Upon his return to the shop, Tom spoke to his crew about what he perceived and Second shift, Lead Engineer, Don P. suggested offering his ACAA, safety green jacket. With that said Tom returned to the ramp with the jacket and although a language barrier existed gestured to the Security Agent offering the green jacket. After momentary confusion, the Security Agent graciously accepted the jacket with a warm smile!
Subsequently, a second Brazilian Security Agent appeared and Tom realizing he had only one coat felt badly, however, he and his crew began a search of their lockers to find a suitable outer garment to provide the second gentleman. In their search, second shift Jetway Lead, Scott C.found a hooded safety green sweatshirt to present to the second gentleman.
Tom presented the sweatshirt in the same manner as the coat and after eagerly pulling the sweatshirt over his head; both gentlemen simultaneously nodded and smiled expressing their appreciation for the warm clothing.
At this juncture, the Airline Services’ crew invited the gentlemen into their lunch area for coffee.
During this gathering, Airline Services’ Mechanic, Michael H. presented two Steelers “Terrible Towels” that he had purchased to share with their new found friends. Michael handed the towels to the gentlemen while demonstrating their purpose, although he was not certain either Security Agent had much understanding except that they were another display of friendship.
Although a language barrier existed, this evening proved to be a memorable one for the second shift Airline Services’ crew, as they communicated with their new friends by generously offering warm clothing and coffee!
This story is proof that although language barriers may exist among nations, recognition and awareness of human behavior and body language, such as a simple handshake or smile is a universal language. This language is displayed and acknowledged by all mankind!



Entry Num:
5
Company:
PilotGroup
Employee:
Linda M
Name:
Coordinator
Comments:

I was working at the information desk when a family came to me very upset because they needed to go to the gate to meet their elderly relative who was disabled. They could not find anyone to help them since the airline counter was closed and so was the baggage claim counter. They needed a pass and they were very anxious and stressed when they found me. Immediately I realized they were going to need a wheelchair, as well as a pass, so I called for that, then I called the airline directly. I was able to find someone who could write a gate pass and get the family through security in time to meet their elderly relative, and they we so relieved. They thanked me and thanked me and thanked me!


Entry Num:
2
Company:
PilotGroup
Employee:
Robin F
Name:
Coordinator
Comments:

A restaurant official at the airport came to me with a problem that he had reported but needed follow up on it. I got involved and gave him my name and contact phone. The I went to people I knew who could solve the problem and I followed up with the customer later to see if the problem had been fixed to his satisfaction. I showed empathy and concern, and he was happy. He even offered me lunch! But I refused.


Entry Num:
1
Company:
PilotGroup
Employee:
Paul H
Name:
Coordinator
Comments:

An airport electrician came to me with a report of a problem with traffic control that he felt was creating a danger for electricians working on the side of the road at the airport as well as for field maintenance employees and people driving by. I did not just pass him off, I was pro active and did some research and found a traffic control program sponsored by Penn State to train our staff to utilize traffic control measures in a safe and effective way. The electrician found me later and thanked me for following up and getting it done.