Entry Num:
1702
Company:
Swissport
Employee:
Gaston
Name:
royal7b@usa.net
Comments:
I want to report a
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Meet JFK International Airport's N.I.C.E.™ Problem Solvers
"Resiliency Edge" Success StoriesI want to report a Entry Num:
1701
Company:
Swissport
Employee:
Megan
Name:
stephenzqd@usa.net
Comments:
Have you got any experience? Entry Num:
1700
Company:
Swissport
Employee:
Ferdinand
Name:
cyrus7d@lycos.com
Comments:
Another service? Entry Num:
1699
Company:
Swissport
Employee:
Faustino
Name:
mitchflx@yahoo.com
Comments:
My battery's about to run out Entry Num:
1698
Company:
Swissport
Employee:
Pasquale
Name:
mohammed5y@aol.com
Comments:
Wonderfull great site Entry Num:
1677
Company:
Swissport
Employee:
Malik
Name:
eduardo3t@aol.com
Comments:
I love the theatre Entry Num:
1676
Company:
Swissport
Employee:
Isreal
Name:
ellsworthu34@usa.net
Comments:
I'm not sure Entry Num:
1675
Company:
Swissport
Employee:
Jeffery
Name:
chase1p@usa.net
Comments:
Which year are you in? Entry Num:
1674
Company:
Swissport
Employee:
Garry
Name:
rogerk33@aol.com
Comments:
I don't like pubs Entry Num:
1673
Company:
Swissport
Employee:
Pitfighter
Name:
norbert8q@gmail.com
Comments:
I really like swimming Entry Num:
1660
Company:
Swissport
Employee:
Mauricio
Name:
tobias9b@usa.net
Comments:
I'm on holiday Entry Num:
1659
Company:
Swissport
Employee:
Donte
Name:
augustus4e@yahoo.com
Comments:
I'd like to open a business account Entry Num:
1658
Company:
Swissport
Employee:
Deshawn
Name:
traceynwp@gmail.com
Comments:
Could I make an appointment to see ? Entry Num:
1657
Company:
Swissport
Employee:
Lawerence
Name:
shaneqtg@aol.com
Comments:
I'm not interested in football Entry Num:
1656
Company:
Swissport
Employee:
Xavier
Name:
conradzry@aol.com
Comments:
US dollars Entry Num:
1655
Company:
Swissport
Employee:
Malcolm
Name:
perry4b@usa.net
Comments:
One moment, please Entry Num:
1654
Company:
Swissport
Employee:
William
Name:
clint6o@usa.net
Comments:
Looking for work Entry Num:
1653
Company:
Swissport
Employee:
Clark
Name:
modesto4p@lycos.com
Comments:
I'm sorry, he's Entry Num:
1652
Company:
Swissport
Employee:
Filiberto
Name:
cornellpsm@aol.com
Comments:
How many days will it take for the cheque to clear? Entry Num:
1651
Company:
Swissport
Employee:
Amado
Name:
fidel1n@yahoo.com
Comments:
We need someone with experience Entry Num:
1633
Company:
Swissport
Employee:
Jake
Name:
stacy8r@aol.com
Comments:
Where's the postbox? Entry Num:
1632
Company:
Swissport
Employee:
Joaquin
Name:
jerrell3q@aol.com
Comments:
Could I order a new chequebook, please? Entry Num:
1631
Company:
Swissport
Employee:
Julian
Name:
guillermo4z@yahoo.com
Comments:
Very interesting tale Entry Num:
1630
Company:
Swissport
Employee:
Antonio
Name:
kermitf69@aol.com
Comments:
Wonderfull great site Entry Num:
1629
Company:
Swissport
Employee:
Jared
Name:
leigh1a@lycos.com
Comments:
How do I get an outside line? Entry Num:
1608
Company:
Swissport
Employee:
Francis
Name:
leonel9k@usa.net
Comments:
About a year Entry Num:
1607
Company:
Swissport
Employee:
Moses
Name:
reinaldop98@gmail.com
Comments:
I'd like to send this to Entry Num:
1606
Company:
Swissport
Employee:
Diego
Name:
geoffreyout@gmail.com
Comments:
Yes, I love it! Entry Num:
1605
Company:
Swissport
Employee:
Judson
Name:
isrealw51@lycos.com
Comments:
Withdraw cash Entry Num:
1604
Company:
Swissport
Employee:
Dominique
Name:
samuel0i@gmail.com
Comments:
Sorry, you must have the wrong number Entry Num:
1596
Company:
Swissport
Employee:
Duncan
Name:
wallyazp@usa.net
Comments:
Languages Entry Num:
1595
Company:
Swissport
Employee:
Thanh
Name:
numbers0m@aol.com
Comments:
I've just graduated Entry Num:
1594
Company:
Swissport
Employee:
Stephan
Name:
winfordo29@aol.com
Comments:
I'm from England Entry Num:
1593
Company:
Swissport
Employee:
Quentin
Name:
benitos29@gmail.com
Comments:
I'd like , please Entry Num:
1592
Company:
Swissport
Employee:
Tanner
Name:
derek2i@gmail.com
Comments:
good material thanks Entry Num:
1585
Company:
Swissport
Employee:
Jeffery
Name:
sheldon0v@lycos.com
Comments:
Which team do you support? Entry Num:
1584
Company:
Swissport
Employee:
Julio
Name:
jeremyw42@yahoo.com
Comments:
I'm about to run out of credit Entry Num:
1583
Company:
Swissport
Employee:
Bennie
Name:
thurman3i@yahoo.com
Comments:
Not available at the moment Entry Num:
1582
Company:
Swissport
Employee:
Luigi
Name:
wyatt1i@yahoo.com
Comments:
Languages Entry Num:
1581
Company:
Swissport
Employee:
Stanford
Name:
rayfordcdw@lycos.com
Comments:
Will I get travelling expenses? Entry Num:
1580
Company:
Swissport
Employee:
Jeromy
Name:
palmerq74@aol.com
Comments:
Lost credit card Entry Num:
1579
Company:
Swissport
Employee:
Royce
Name:
everettzcv@aol.com
Comments:
I don't like pubs Entry Num:
1578
Company:
Swissport
Employee:
Lorenzo
Name:
isiah4r@lycos.com
Comments:
Sorry, you must have the wrong number Entry Num:
1577
Company:
Swissport
Employee:
Edward
Name:
antonekta@lycos.com
Comments:
I'll send you a text Entry Num:
1576
Company:
Swissport
Employee:
Wayne
Name:
gonzalokxs@gmail.com
Comments:
Is there ? Entry Num:
1575
Company:
Swissport
Employee:
Damian
Name:
archie1p@aol.com
Comments:
I'd like to speak to someone about a mortgage Entry Num:
1574
Company:
Swissport
Employee:
Markus
Name:
youngy52@gmail.com
Comments:
I didn't go to university Entry Num:
1526
Company:
Swissport
Employee:
Toney
Name:
alfred8f@gmail.com
Comments:
What do you do? Entry Num:
1525
Company:
Swissport
Employee:
Francisco
Name:
arturo8q@lycos.com
Comments:
We need someone with experience Entry Num:
1524
Company:
Swissport
Employee:
Lanny
Name:
derickv28@yahoo.com
Comments:
I enjoy travelling Entry Num:
1523
Company:
Swissport
Employee:
Addison
Name:
crazyivan@yahoo.com
Comments:
Three years Entry Num:
1522
Company:
Swissport
Employee:
Elroy
Name:
robert1q@lycos.com
Comments:
A staff restaurant Entry Num:
1521
Company:
Swissport
Employee:
Carlton
Name:
lymancjq@yahoo.com
Comments:
Do you like it here? Entry Num:
1520
Company:
Swissport
Employee:
Dallas
Name:
hershelf20@usa.net
Comments:
A company car Entry Num:
1519
Company:
Swissport
Employee:
Keenan
Name:
michel6f@gmail.com
Comments:
Stolen credit card Entry Num:
1518
Company:
Swissport
Employee:
Arlie
Name:
renato0d@gmail.com
Comments:
Where do you study? Entry Num:
1517
Company:
Swissport
Employee:
Agustin
Name:
nogood87@yahoo.com
Comments:
How much notice do you have to give? Entry Num:
1516
Company:
Swissport
Employee:
Gracie
Name:
burtonm73@usa.net
Comments:
Could I take your name and number, please? Entry Num:
1515
Company:
Swissport
Employee:
Miguel
Name:
stevie4x@yahoo.com
Comments:
Who would I report to? Entry Num:
1514
Company:
Swissport
Employee:
Mathew
Name:
brady7a@aol.com
Comments:
I'd like to order some foreign currency Entry Num:
1513
Company:
Swissport
Employee:
Geoffrey
Name:
claud5o@yahoo.com
Comments:
Punk not dead Entry Num:
1512
Company:
Swissport
Employee:
Homer
Name:
jermainebla@yahoo.com
Comments:
Do you know each other? Entry Num:
1511
Company:
Swissport
Employee:
Elliot
Name:
roccoc88@aol.com
Comments:
How many more years do you have to go? Entry Num:
1510
Company:
Swissport
Employee:
Travis
Name:
ricardoasb@usa.net
Comments:
What line of work are you in? Entry Num:
1509
Company:
Swissport
Employee:
Coco888
Name:
weston8w@usa.net
Comments:
We're at university together Entry Num:
1498
Company:
Swissport
Employee:
Laurence
Name:
diegoysg@gmail.com
Comments:
Until August Entry Num:
1497
Company:
Swissport
Employee:
Mauro
Name:
garryg88@aol.com
Comments:
Would you like a receipt? Entry Num:
1496
Company:
Swissport
Employee:
Bryant
Name:
ollie6l@usa.net
Comments:
Can I take your number? Entry Num:
1495
Company:
Swissport
Employee:
Waylon
Name:
lyndonz77@yahoo.com
Comments:
What do you like doing in your spare time? Entry Num:
1494
Company:
Swissport
Employee:
Kenton
Name:
jeremyw42@yahoo.com
Comments:
Languages Entry Num:
1488
Company:
Swissport
Employee:
Goodboy
Name:
willienwu@aol.com
Comments:
Yes, I love it! Entry Num:
1487
Company:
Swissport
Employee:
Gabrielle
Name:
maynardy55@aol.com
Comments:
We need someone with qualifications Entry Num:
1486
Company:
Swissport
Employee:
Elijah
Name:
norbert8q@gmail.com
Comments:
Withdraw cash Entry Num:
1485
Company:
Swissport
Employee:
Tommy
Name:
howard6s@yahoo.com
Comments:
How do you spell that? Entry Num:
1484
Company:
Swissport
Employee:
Lincoln
Name:
woodrow2m@gmail.com
Comments:
I can't get a dialling tone Entry Num:
1473
Company:
Swissport
Employee:
Heath
Name:
daniel4h@lycos.com
Comments:
What's the current interest rate for personal loans? Entry Num:
1472
Company:
Swissport
Employee:
Fausto
Name:
james6v@gmail.com
Comments:
Remove card Entry Num:
1471
Company:
Swissport
Employee:
Eduardo
Name:
phillipy57@aol.com
Comments:
magic story very thanks Entry Num:
1470
Company:
Swissport
Employee:
Brayden
Name:
tommie8v@lycos.com
Comments:
I read a lot Entry Num:
1469
Company:
Swissport
Employee:
Alberto
Name:
robinr97@usa.net
Comments:
Can I use your phone? Entry Num:
990
Company:
Swissport
Employee:
Roy S
Name:
Lydia Yaqudayeva
Comments:
A traveler was not simply upset, he was sick. He came off a flight and he sat down in a way that did not look right. I not only stayed with him while we determined he needed to be hospitalized, but I took him to the hospital myself and stayed with him as doctors checked his condition. When it was determined he could travel again, and in fact could go back to the airport and catch his connecting flight, I took him to the airport and check him in. He was very very pleased. Entry Num:
981
Company:
Swissport
Employee:
Ali S
Name:
Lydia Yaqudayeva
Comments:
I could see that a passenger was upset because an agent in training was checking him in and the trainee wasn't familiar with all the processing steps. Before the customer could get really frustrated, i interrupted my break and asked the trainee if I could help - and I stepped in to make the process go more smoothly and faster. The passenger was very pleased and thanked both the trainee and me. Later when I was at the gate, the passenger saw me and thanked me again. He told me how often he flies our airline, al around the world, and he says he does that because we do little things that make a big difference. Entry Num:
980
Company:
Swissport
Employee:
Augustine N
Name:
lydia Yaqudayeva
Comments:
I had a passenger who was stranded in Boston when his flight was cancelled. He was scheduled to connect in JFK to Europe, but when he arrived at my counter in Terminal 4 and I saw that his name had been deleted and his reservation on the connecting flight cancelled. Resiliency Edge teaches us to tell customers the facts of a situation - even when they are not pleasant - but the critical thing is top move to the next step and be be pro active and think of solutions. Or in this case alternatives and options we could apply to get his need met. I used a calm voice when I told him the situation, and I stayed calm - which calmed him. Soon I found a way to work out the problem and get him on the flight and he thanked me many times. Entry Num:
975
Company:
Swissport
Employee:
Allison J
Name:
Lydia Yaqudayeva
Comments:
The traveler who arrived at my counter for his trip to Europe wasn't upset, he was mellow - maybe too mellow. He was dressed for the beach and carrying a surfboard. We were getting close to closing the flight and I knew that his surfboard - oversized luggage that it was- was going to be a problem. i was pro active and I realized if I found someone who could cover my station I could run with him down to the oversize check-in desk and get the board on board. That's what we did, we ran together - and it worked. He made the flight, which allowed him to make his connection to South Africa, in time to arrive for morning "surfs up." Entry Num:
970
Company:
Swissport
Employee:
Edyta T
Name:
lYdia Yaqudayeva
Comments:
Two travelers approached me in the gate area before a flight. One of them, a woman, was very nervous and anxious. Her companion explained to me that she (the companion) had obtained a pass to bring the nervous woman to the gate for the flight to Budapest. The woman flying did not speak English and she was worried that she would not know how to make the connection in Warsaw to catch her Budapest flight. I calmed them both by engaging them, and I explained to the companion, who translated to the anxious woman, that I would make sure she had someone attend to her during the whole flight, to ease her concerns. This made a big impact on their mood and they thanked me for paying such special attention to them. Entry Num:
967
Company:
Swissport
Employee:
Rachael S
Name:
Lydia Yaqudayeva
Comments:
A woman was upset because she missed her flight. I calmed her down by engaging her and making her feel that I would work with her to find a solution. This worked and she calmed down. Then I explored options and explained them to her to get her on another flight to her destination and she told me she was "pleasantly pleased!" Entry Num:
964
Company:
Swissport
Employee:
Ryan Q
Name:
Lydia Yaqudayeva
Comments:
A lady was upset because her daughter had left her camera on the plane. They didn't realize it until they got home, but the camera had valuable pictures in it. The lady called lost and found and I answered. I stayed calm, which kept her calm and I engaged her and told her I would do everything I could to find the camera. Luckily, I did. Then I called the customer, told her the good news and made arrangements through FedEx to have it shipped to her home. The daughter was very excited and the lady was pleased and told me she wanted to bring this story to the highest levels. Entry Num:
22
Company:
Swissport
Employee:
B.N.
Name:
Coordinator
Comments:
One night a pax arrived and he had a meeting the next day with the Chairman of JP Morgan. I know this because he approached me very upset to tell me that the one back he had checked had his suit in it and everything he needed for his meeting in the morning and the bag had not arrived. I calmed him down and became pro active. I found out where his bag was and found that it would be arriving by 7am in the morning. Since I was going to be at the airport still I assured him that I would get the bag and have it sent by express service to his hotel and be there by 9am. That's what I did, and he got his bag in time for his meeting the next day with the Chairman. He wrote a letter to the president of Swissport about me and mentioned my name. Entry Num:
21
Company:
Swissport
Employee:
S. G.
Name:
Coordinator
Comments:
A first time visit to the US got delayed in the Immigration hall and missed his connection flight. He approached me and I engaged him. I listened to his problem and stayed calm while he was upset. I used good body language and tone of voice to keep him calm. Then I was proactive and researched what options we could come up with. I found him a flight to Atlanta, his destination in the US, but it wasn't going to leave until the next day. And so I researched some more and I found him a hotel which the airline was able to cover. Then I let him use my personal cell phone to call his family in Atlanta to let them know all about this. He was happy, and even his family in Atlanta called me the next day to thank me. Entry Num:
20
Company:
Swissport
Employee:
A.K.
Name:
Coordinator
Comments:
A pax's reservation was cancelled because his travel agent did not have his passport number. When he got to the airport we had to tell him this news and he became very upset. He wanted to fly on the flight, but when we checked it was going to be a lot more expensive to make a reservation so close to departure. Again he became upset. I acted with pro action and I researched his original reservation and I found that in fact it was the travel agent's fault. I called the travel agent and together we were able to get the pax booked on the flight without a penalty. He was very happy. Entry Num:
19
Company:
Swissport
Employee:
M.L.
Name:
Coordinator
Comments:
A man had a confirmed aisle seat, 23H, but at the airport the computer had him in 37H. This was an aisle seat too, but it was further back and he did not want that. He got very upset and said he wanted his original seat. But it was not available. I stayed calm and remained optimistic. I told him that I would work on it and he liked that. I got him 28H, an aisle seat closer to his original. It wasn't as far up as his original but it was closer to the front that 37H and this alternative satisfied him. He thanked me. Entry Num:
18
Company:
Swissport
Employee:
S. L
Name:
Coordinator
Comments:
A flight had a problem and was delayed. The passengers were all very upset. I was proactive and stepped in to engage the pax. I explained the situation to them, that the plane had a mechanical and that we didn't want anyone to be unsafe, so the flight needed to be delayed. They appreciated someone talking to them and explaining the situation. This calmed them down. They said thank you. Entry Num:
17
Company:
Swissport
Employee:
J. P
Name:
Coordinator
Comments:
A passenger was sent by a check in agent to repack his bag since the bag was over the weight limit. The agent who reported to me thought that if you moved items from one bag to another that could bring the heavy bag down and he would not be over the weight limit. Instead the man thought the agent didn't like him and so I was called in. I stayed optimistic and calm and let the pax "vent." That's what he wanted to do. They we repacked his bag and he was able to get within the weight limit. He left said thank you and also apologized to the agent. Entry Num:
16
Company:
Swissport
Employee:
R.M.
Name:
Coordinator
Comments:
A couple was denied access to the Lounge by one of our agents who reported to me. The agent was not wrong in doing so since the man did not have a valid card for the Lounge and the agent by rule is not allowed to let him in. I was pro active and took the problem away from the agent then was pro active again and personally called up the man's credit card company to see if there was any way we could get him validated to use the Lounge. It took some time, but I was able to find a way and the man was so pleased because he had important business to attend to and he was able to do that in the Lounge. Entry Num:
15
Company:
Swissport
Employee:
S. P.
Name:
Coordinator
Comments:
A man and woman checked in online but when they came to the airport there was a glitch and they had to wait on line like just like everyone else. They were very upset and they complained about having to wait on line but I stayed calm. I made eye contact and made the man feel very at ease and that calmed him. Then I was pro active and checked him in personally. He left with a smile. Entry Num:
14
Company:
Swissport
Employee:
A.C.
Name:
Coordinator
Comments:
A passenger came late and could not get on because the flight was closed. He was very upset. I stayed calm and worked to find another flight to his destination. It left from a different airport, but I made the arrangements and he left very happy. Entry Num:
13
Company:
Swissport
Employee:
A.P.
Name:
Coordinator
Comments:
A woman was going from JFK to Dehli with a connection in Zurich. We had an overbooked situation in Business Class and she did not have a seat that would make her comfortable. I "brainstormed" with her on options and found flight in First Class that would connect through Geneva. It might seem like a little thing to do, but she was so happy, especially since she lost hardly any time. Entry Num:
12
Company:
Swissport
Employee:
C.H
Name:
Coordinator
Comments:
A man and his wife were not seated together on a full flight. The couple demanded that they get seated together immediately. I had explained the situation that the flight was full but followed by explaining that I would try to change their seats by asking other passengers if they would change their seats. I was proactive and found someone to do the switch and the couple was very happy and said thank you. Entry Num:
11
Company:
Swissport
Employee:
G.F
Name:
Coordinator
Comments:
A couple's bags were missing since they didn't make the flight. They needed their bags for a perfume convention, but the bags wouldn't be in until the next day. I stayed optimistic and told the couple that the bags wouldn't be in until the next day. Then I was pro-active, I told them that once the bags came in I would expedite them to them personally and right away. The next day after I did this and they got their bags they called to say that they were somewhat happy, not happy about the delay, but happy about what I did. Entry Num:
10
Company:
Swissport
Employee:
A.A.
Name:
Coordinator
Comments:
Our flight was delayed and the passenger had a connection and was very upset and anxious. I stayed calm and listened, then was pro-active and helped the passenger explore options until we found one that worked for him. He accepted the alternate flight and was very happy and said thank you. | |||||||||||||||||