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

1460

Edge4Vets

rohan McGhie (JetBlue member of the N.I.C.E. Corps)

Two concerned elderly passengers approached me wanting to know the arrival time of their friend's flight. The two ladies claimed that they had being waiting on the flight that should have arrived more than an hour ago but still they have not seen there friend and were very concerned.

I interrupted what i was doing to listen to them, which calmed them, then I told the ladies that i would go find out what had happened to their flight. I went to one of the crew members working at the ticket counter and was informed that the flight was delayed due to weather conditions. I informed the concerned ladies of the delayed flight and they were very relieved to hear the news, and that they had not missed their friend. The ladies said thank you for my help and thanked me for taking time to help them and solve their problem.

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1459

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I observed a passenger running from the security line with all her belongings in her hand. The passenger had just came through the TSA screening and heard her name called on the Intercom that her flight was about to depart in five minutes. She started running without taking the time to put her stuff together after passing through security and as she ran I saw things start to drop out of her back and scatter on the terminal floor behind her.

I interrupted what I was doing and ran behind her gathering up her items and called to her. She heard me call out and she stopped. She said thanks as i handed her a belt and other things that had fallen out of her bag. She quickly repacked them and said she was really late and did not want to miss her flight. But she said she not want to lose anything either and she thanked me over and over for my concern for her, as she ran again toward her gate to catch her flight.

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1458

Edge4Vets

rohan McGhie (JetBlue member of the N.I.C.E. Corps)

A passenger rushed up to me in a hurry sweating as she kept looking around. The passenger stated that she needed to catch her flight but she needed to give her son money before she went through security- but she could not find an ATM machine in the terminal - and it was getting really late.

I told the woman to calm down and not to worry there were ATM machines located throughout the terminal. I point to one located close by the escalator at departures. The passenger was surprised and claimed that she had passed by the machine numerous time and had not see it.

She told me thank you for my help and rushed off to get her money and she kept waving to me, “thank you!”

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1457

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I was at JetBlue Airways Building 81, when i received a phone call from the security guards at post G that a delivery truck was stuck and needed my assistance.

A delivery truck driver was trying to make a delivery of Water to JetBlue Airways Building 81, when the driver accidentally made a wrong turn and ended up at Post G. The driver had no way of backing up so he gave the security guards my number to call me to come and help him.

On receiveing the call i had to walk over to the guard post to talk to the driver who was yelling to the other drivers that was honking their horns because he was blocking the road. I told the driver to back the truck out and watch me has i guided and monitor him through the traffic and stop lights because he could not turn due to the size of the truck.

Once we were able to turn the truck and drove to the loading dock at Building 81, the driver was very happy and thank me for my help. The driver told me that if i was not for me he might have been stuck forever!

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1456

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

A couple approached me very upset because they were scheduled to connect on a flight to Boston scheduled to leave in an hour and they were totally confused about their luggage. They had just come off a flight at Terminal 4, and had come to Terminal 5 and feared that their luggage, which they had on a cart would not make the flight to Boston because it had not been rechecked. I could see how upset they were and even though I was busy I took a moment to explain to them how the luggage system worked for connecting flights. I showed them on their ticket that their luggage had already been checked in to Boston and their ticket had the B6 to indicate that they were travelling on JetBlue Airways. I told the couple that all they had to do was to put their luggage on the carousel then go through security check point. I showed them the Carousel and directed them to Security Check point. The couple kept thanking me all the way to security check point as they hurry through to catch their connecting flight.

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1455

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I Rohan McGhie from JetBlue Airways helped two elderly ladies that did not want their car to be towed.

I was at Terminal 5 waiting for a ride to get over to Provisioning building 81, when I observed two elderly ladies trying to get their luggage inside the Terminal to check in for their flight. The ladies were running back and forth looking around to see if there was any tow truck insight, so as not to get their car towed.
One of the ladies saw me and came over and asked if it was possible for me to watch their car while they bring in their luggage? The lady further stated that whenever they came to catch a flight they were being told by the traffic personnel that they will have to move and it is very annoying. I told the lady that I could but it would be much easier next time if they had had used the Curb Side check-in which is more convenient since they were unable to carry their luggage.

When the ladies were finished they thank me for my help and say that in the future they will used the Curb Side to prevent all the problems.

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1454

Edge4Vets

rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I Rohan McGhie from JetBlue Airways was working the ticket counter when a passenger traveling to Boston approached me saying he was very concerned. He said he was flying on the seven o’clock flight but wanted to know if he could go on an earlier flight. He was scared that if he did not make the earlier flight he would lose his original flight and not be able to get to Boston. He also said he did not want to spend anything extra and wanted to know the best possible options available?

I told him not to worry while I quickly checked the flight load. The earlier flight to Boston had open seats so I told him I could change his flight but he would now have to travel standby. I told him that for any reason if he did not make that early flight then he I would confirm for him that he could just go back to his original flight.

The passenger was really happy with all the options available and the time I took with him to lay them all out, he said, and he decided to go on the earlier flight. He kept saying thank you over and over, as I pointed him in the direction to the security check point.

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1453

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

A Passenger approached me as I was walking through the Terminal. The passenger had just arrived off a flight and was about to catch another flight to his final destination. He had a little time to spare and wanted to know where he could go to take a smoke break?
I said I could help him, and pointed him through the exit area to go outside. I informed the passenger that he would however had to check back in through security to catch his flight. I informed the passenger where to go outside to find the smoking area. He was very happy and thanked me for interrupting what I was doing and taking time to provide assistance.

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1452

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

A group of people approached me at Jetblue Terminal 5 departure area. A gentleman from the group told me that they were there to meet some church members arriving for a convention. The gentleman stated that they had been there for awhile looking around but could not find where to go to meet arriving passengers as they were coming out. I told the man that they were in the wrong area. I pointed the group in the direction to the arrival area. I told them that they would have to go down the escalator and walk to the middle of the building and they should be able to see the arriving passengers. The whole group of people were very happy and each thanked me for my help.

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1451

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I was at Terminal 5 waiting for a ride to get over to Provisioning building 81, when I observed two elderly ladies trying to get their luggage inside the Terminal to check in for their flight. The ladies were running back and forth looking around to see if there was any tow truck insight, so as not to get their car towed.

One of the ladies saw me and came over and asked if it was possible for me to watch their car while they bring in their luggage? The lady further stated that whenever they came to catch a flight they were being told by the traffic personnel that they will have to move and it is very annoying. I told the lady that I could but it would be much easier next time if they had had used the Curb Side check-in which is more convenient since they were unable to carry their luggage.

When the ladies were finished they thank me for my help and say that in the future they will used the Curb Side to prevent all the problems.

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1450

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

A couple approached me very upset because they were to connect on a flight to Boston that will leave in an hour and they were totally confused as to what had be done with their luggage. The couple had just come off a flight at Terminal 4, and had come to Terminal 5.

I could see how upset they were and even though I was busy I took a moment to explain to them what had to be done. I showed the couple that their luggage was already checked in to Boston and their ticket had the B6 to indicate that they were travelling on JetBlue Airways. I told the couple that all they had to do was to put their luggage on the carousel then go through security check point. I showed them the Carousel and directed them to Security Check point.

The couple kept thanking me all the way to security check point as they hurry through to catch their connecting flight.

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1449

Edge4Vets

Raj Manchanda (JetBlue employee)

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed Raj Manchanda from JetBlue Airways help a very scared and frightened passenger who made a dumb mistake.

Raj was checking in a group of passengers going to Sacramento, California on a perfectly normal day when suddenly everything went wrong. As Raj was weighing and tagging each bag, placing them on the floor behind her to be placed on the carousel, the passengers kept laughing and talking paying little attention to what Raj was doing. Raj asked the passengers to place their bags on the carousel, but one lady, who was telling a story to her friend, accidentally placed her carry-on bag on the carousel. Realizing what she had done suddenly she started screaming and rushed the bag belt to retrieve her bag. Raj restrained her, then quickly got on the phone and called various locations informing everyone what had taken place. Raj gave everyone he called a description of the bag, as the passenger walked back and forth saying, “I am so stupid, I am SO stupid!”

Raj continued to calm her down and made a few small jokes to break the tension. That did the trick. It took a little time, but Raj’s efforts worked and before long the passenger’s carry-on bag was retrieved. The passenger was so overwhelm with joy that she told Raj that she could not find words to express her gratitude and said, “From now on I will ALWAYS pay attention to you!”

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1448

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I was working at the ticket counter when a very concerned passenger approached me seeking some information before checking in.

A passenger approached me to check in a bag to San Francisco. The passenger claimed that she was flying standby, however because of the thunder storms we had recently she was not able to make the flight. She said that her checked bag had made the flight, however, and Jetblue was holding her bag at the baggage service in San Francisco.

The passenger told me that when she tried to check in again the kiosk was showing that she had checked in a bag and now it was charging her for a second bag. The passenger was very concerned that if she flew she would not be able to get her bag since another bag was in the system for her.

After reviewing the passenger reservation I saw that she had not been removed from the first flight, that is why she was being charged for a second bag. I engaged her to show my concern and that calmed her, then I took her over to the supervisor on duty and explained what had happened and with the supervisor’s permission I was able to waive the charge fee.

The passenger was really happy and thanked us all for our help and said this service made a very favorable image of JetBlue for her.

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1447

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I Rohan McGhie from JetBlue Airways was working the service line when a very upset and frustrated passenger approached me seeking help.

It was about 6:30pm when the passenger said that he had been waiting a long time at the baggage carousel to pick up his daughter who was a minor flying alone. He said he had been told to wait at arrivals near the carousel and someone would bring his daughter there.

The passenger was upset because according to the monitor the flight had arrived and his daughter was nowhere to be found. I informed the passenger that maybe the person who gave him the information was not aware that he was there to pick up an unaccompanied minor. I told him not to worry, we would get this resolved and that relaxed him. I immediately called the Gate Agent for the flight and was informed that the passenger’s daughter was there waiting to be picked up and they had her safe and sound with them. I took the passenger to the ticket counter, where he was given a gate pass to the gate to pick his daughter up.

He was now very happy and he told me thanks. He said that he really appreciated what I had done, as he rushed off through security check point.

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1446

Edge4Vets

Attyah Rehan - Delta employee

Caroline Henry (Delta vet on N.I.C.E. Corps team)

I observed Attyah Rehan of Delta Airlines dealing with a customer who was under stress. The customer required a return ticket from his destination which he could only verify from his hotmail email account. The customer had a limited amount of time to check his email and show that he did indeed have a return ticket booked.

To solve the problem, Ms Rehan was outstanding by offering her phone to the customer to retrieve his booking for the airline's approval. She then rushed him through the security check point to prevent him from missing his flight.

The customer thanked Ms. Rehan for her help and left with a smile on his face.

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1445

Edge4Vets

Ralph Paccione - JetBlue employee

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed Ralph Paccione from JetBlue Airways help a passenger that needed to heed the call of nature – fast!

Ralph was outside JetBlue Airways Building 81 on a break when a gentleman rushed out of his car pleading, “Sir, do you have a restroom?” He said he was on his way to the terminal, but when he saw the sign for Building 81, he turned off in the desperate hope that someone would help him. Ralph said sure come this way and he took the passenger inside and directed him to the restroom.

The passenger thanked Ralph repeatedly as he got back in his car. He said it wasn’t that Ralph had saved his life exactly, but “it was close!” he said.

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1444

Edge4Vets

Larry Coar (jetBlue vet on N.I.C.E. Corps)

While working at Jetblue terminal 5 I had just finished a flight and decided to grab a snack during my break. I was walking to the food court when a woman asked me for help. I could see she was perplexed and confused and I asked where she was flying to. She gave me her ticket and I told her she needed to go to terminal 4 for her flight to Dubai. I explained how to get there, either walk or the Air Train and she said she don't know, this was her first time in NY from India and she said, “I want to walk, can you show me?”

It was “Snack time can wait!” and I told her I would be happy to walk with her to a spot in T5 where she could see T4. When we got there I explained that all she had to do was follow the safe path I pointed out and that would get her there. But still she had a confused look on her face and she said, “Can you walk me?

I smiled and said, Of course,” as I thought to myself, “Goodbye snack!” but I could see it made her very happy and comfortable to have me at her side. I walked her to the door at T4, where I signaled to a security guard who took her the rest of the way to her carrier’s ticket counter and she said, “Thank you” over and over.

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1443

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I Rohan McGhie help a lady that was very upset and confused when she was told that she was not booked for a flight. I was walking past the ticket counter when I saw a lady walk away saying over and over aloud, “This is IMPOSSIBLE!” I walked over to see what the problem was and if I could help, since there was a very long line – busy summer traffic. All our agents were extremely busy, but I did not want her to feel she was not important.

The lady claimed that she was very frustrated and confused because she was supposed to fly to Rochester on the 9:41 flight that morning but the computer did not show her as listed on the flight. Said her son worked for JetBlue Airways and had made her reservation so that’s why she was so confused by the computer.

Thinking out of the box and being very proactive I asked her is she could call your son to confirm what he had done. The lady called her son and he stated that he had booked her on flight 36, departing at 2:25pm that evening. The lady said, “Oh my!” when she realized she had made a huge mistake. In all her excitement she had forgotten to ask her son what was her departure time before showing up at the airport. I told her not to worry, mistakes happen, and quietly I worked with her son on the phone and we were able to get her rebooked so she could depart at 9:41am.

The passenger was very grateful that I was there at the right time to help her and for making her feel that JetBlue cares about her.

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1442

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

An elderly gentleman was extremely upset with the prospect of dumping his cologne and other liquids found in his carry-on bag when he went through security.

I went to him and reassured him that everything would be okay if he would just go back to the ticket counter and have his bag checked in. I told him to remove all his personal belongings and take it with him. I escorted him to the ticket counter and explained to the counter agent what had happen. They assisted him in checking in and he was very happy because he did not have to pay any baggage fees because he had not checked a bag previously.

The gentleman said, "Thank you so much!”. He told me that he was really upset to throw his stuff away, but he was grateful for the personal attention. I was happy to help out.

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1441

Edge4Vets

Jordan Prescott (jetBlue employee)

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed Jordan Prescott from Jetblue Airways help a cold and agitated passenger. As I was boarding flight 181 to San Diego California, I saw a passenger running from the back of the aircraft to the front. However as she was about to go through the door she was stopped by flight attendant who reminded her that the flight that was about to depart in ten minutes. The passenger claimed that she had forgotten her coat by the gate she needed to retrieve it. .

Jordan Prescott, a JetBlue agent, approached the passenger and asked her where she had been sitting at the gate area. The passenger told Jordan her exact location and he assured her that he would go and see if he could retrieve her coat before the flight departed. The passenger took her seat but set sat fidgeting and never took her eyes off the front door of the plane. Just then, as the flight was about to be closed out, I saw Jordan come running up to the flight attendant and hand her a coat. The flight attendant waved the coat in the air and the passenger nodded her head smiling broadly.

The flight attendant handed her the coat and again she smiled and said thank you., thank you. Jordan had just made her day!

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1440

Edge4Vets

Michele Hawk (JetBlue employee)

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed crewmember Michele Hawk from Jetblue Airways help a very anxious passenger who could not use the Kiosk Machine.

Michele was working the Service line when she observed a passenger who kept looking around as she struggled with the kiosk. With her experience working the Service line Michelle knew something was wrong. As such she was proactive and went over to find out. Michele approached the passenger smiling and said hello. The passenger stated that she had purchase her ticket through Travelocity.com but was unable to locate her Confirmation number. She also stated that the Full Service line was too long and she just wanted to print her boarding pass to avoid the long line. Michele said sure I can help you, do you have a credit card available? Yes replied the passenger. The passenger gave Michele her credit card and after swiping numerous cards was able to find the right one to access her information. Michelle went over each step with the passenger and upon receiving her boarding pass, Michelle directed her to the security check point.

This might seem like a small thing, the passenger said, but she was very appreciative and told Michele that she saved her a lot of time, and that was no small thing!

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1439

Edge4Vets

Anthony Christian (FJC Security and a vet on the N.I.C.E. Corps")

The Terminal One security checkpoint was congested as the busy summer passenger crowds tried to get through security to catch their flights - when suddenly a young woman on her way to Italy suddenly passed out in the line and fell to the floor.

I rushed in to help as Security Officer Mohamed Islam informed me about what had happen and I indeed found the passenger on the floor. Her companion had elevated her feet and as I spoke to the young woman to assess her condition she told me she felt dizzy. I could see she was pale and looked dehydrated so we called for water and got her something cool to drink.

At the same time I called for EMS and PAPD and when they arrived the young woman was taken to an ambulance and given more fluids and her vital signs were checked. After a 30 minute rest she said she felt much better. I had stayed with the entire time to monitor the situation and she said she was ready to ge up and begin her journey again I escorted her to the fast lane at the check point.

At this time she was feeling much better and was skiing and she thanked everyone for kindness in helping her to continue her journey home.

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1438

Edge4Vets

Reazin CharlesBaron

Caroline Henry (Delta vet on N.I.C.E. Corps team)

Caroline Henry: here's a case where a little water calmed a lot of stress.

I observed Reazin CharlesBaron (Delta Airlines) dealing with customers were waiting a long time to retrieve their bags from the carousel. They were getting very agitated and restless.

To solve the problem, Reazin was creative as well as thoughtful. She went and got water for all the passengers that were waiting for thier bags. They looked at her stunned for a moment, then took the water and soon they were all were revived

One customer said, "I felt like I was going to faint, you read my mind, thank you". Many more customers told Charles Baron she was their hero for that flight.

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1437

Edge4Vets

Bill Spencer (Delta Airlines)

Caroline Henry (Delta vet on N.I.C.E. Corps team)

Caroline Henry: I observed (Bill Spencer/Delta Airlines) dealing with a stressed customer who had checked her cooler bag with milk for her baby. It was special milk for the baby and she was very anxious because all the bags had hit the belt but no milk! She was getting extremely anxious, and Delta staff joined in to search, but it was no where to be found.

Mr.Turner said he had an idea, he said there was one place left for him to check. A few minutes later he came walking out with a big smile on his face. The customer ran to meet him saying, "Yeah! Phew you saved our day!!!!!"

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1436

Edge4Vets

Paul Brown (Delta Ground Services)

Caroline Henry (Delta vet on N.I.C.E. Corps team)

Caroline Henry: I observed (Paul Brown/DGS) dealing with a customer who was under stress altering going to Terminal 2 thinking that her bag would be at that terminal after arriving from a flight. She took the wrong exit out. She should have exited at Terminal 3. She had her son with her and it was raining outside. She was very upset and did not know what to do.

To solve the problem, Mr. Brown was outstanding. He offered to walk in the rain to Terminal 3 to retrieve the customer's bag for her. He was given the ok by the airline to transport the customer's bag for her. He was drenched by the rain when he returned to Terminal 2.

The customer left happy saying, "This is wonderful!". She thanked Mr. Brown and asked if there was anything she could do to help him get his clothes dried. Mr. Brown gracefully denied any compensation from the customer. She left feeling happy and said she now has an excellent impression of Delta customer service.

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1435

Edge4Vets

Junior Steward (Delta Ground Services)

Caroline Henry (Delta vet on N.I.C.E. Corps team)

Caroline Henry: I observed (Junior Stewart/DGS) dealing with a stressed customer who left her backpack at the recheck counter in Terminal 4. She returned to the counter frantically screaming "somebody stole my backpack and I have all my documents, passport and money in it!"

The agents at the recheck counter were very busy, but Mr Stewart intervened and told the pax he would be back he was going to check baggage service office to see if the backpack was found and handed over to them. He returned from the baggage service office with the backpack in his hand, holding it high.

The customer said to him "Oh my God, thank you, thank you so much!". She began crying tears of joy. She gave Mr. Stewart a big hug and continued thanking him as she walked away saying "May God bless you and your family!". Thank you.

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1434

Edge4Vets

Herman Joseph (Roma Cleaning)

Larry Coar (Vet on the N.I.C.E. Corps)

While walking to baggage claim I observed Herman Joseph of Roma Cleaning doing his daily chores when suddenly he was approached by lady very stressed out. She was carrying a baby in a car seat in one hand and a suitcase in the other as she came from security screening and ran up to him.

Immediately, Herman stopped what he was doing and interrupted his chores cleaning bathrooms and asked if he could help her.

She said she was confused and lost, and he took her bag and helped her with her baby and led them to the gate she was flying out of. She was so thankful. She offered to pay him, but Joseph said, no, no, he was happy to help her and she thanked him with a big smile.

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1433

Edge4Vets

Ari Mulla (FJC Security)

John Ponte (FJC Security vet on the N.I.C.E. Corps)

On June 23 I John Ponte received a call that one of my FJC Security guards named Ari Mulla who was assigned to the departure post at terminal 4 was in the middle of responding to a call from a passenger that needed help. The frantic passenger told agent Mulla that his 3 year old child was caught in the seat belt in their car and the father could not release the belt causing the child to have difficulty breathing.

Agent Mulla did not hesitant, he acted. He saw that the situation was critical and called central to have the PAPD respond to the area. Then he ran inside the terminal and asked a TSA officer for a pair of scissors and he turned around and sprinted back to the vehicle and cut the safety belt which released the 3 year old as the father pulled the child out of the seat.

Both the mother and father were crying and screaming, but then they were only crying as they hugged agent Mulla for his quick response and the safety of their child.

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1432

Edge4Vets

Angela Calvao and Erlyn Serrano (Delta employees)

Khaimraj Bacchus (Delta vet on N.I.C.E. Corps)

Khaimraj Bacchus: I observed Delta Performance Leader Angela Calvao and PSA Erlyn Serrano who were dealing with a disabled passenger off a delayed Delta arrival who needed assistance.

The passenger had brought his own personal wheelchair onboard. However upon arrival his wheelchair was damaged due to tension on a bolt and the wheelchair would not function.

Along with myself; PL Calvao and PSA Serrano searched the Delta Baggage Service Office for a loaner wheelchair to provide to our customer. This brought him great peace of mind and you could see it in his face. Both Angela and Erlyn coordinated for transportation paid for by Delta to take the man and his wife to their destination and also offered to fix the wheelchair and have it delivered to the Hotel before they were ready to depart back to France.

The Delta Supervisor stayed with the man and his wife until they were on the van provided and he also loaded their belongings into the Van. The customer was overwhelmed with the assistance provided by Angela and Erlyn throughout the ordeal and was very relieved that the situation was resolved and being foreigners they were treated as they were family

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1431

Edge4Vets

Gina Hartman and Joyce Macellan (AA employees)

John Fenech (AA N.I.C.E. Corps vet)

I John Fenech observed AA employees Gina Hartman and Joyce Macellan get approached by a Lan Chile customer telling them he left his Ipad on the plane. He was very stressed and beside himself because he could not find a rep from his airline, and as so often happens he ran up to the first person he saw in a uniform. In this case, Gina and Joyce. And he was lucky for that choice!

To solve the problem, Gina and Joyce interrupted what they were doing and went to the gate where the aircraft was parked and boarded the plane and located the iPad. They were calm and professional and explained the situation to the security service employee that watches the plane. He gave them clearance to take the Ipad off the plane.

The customer was ecstatic… he couldn’t thank them enough and said he appreciated them going out of the way even though he was a passenger on another airline and that made a positive impression on him of JFK.

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1430

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I Rohan McGhie from JetBlue Airways helped a passenger that was very frustrated because they could not find their way to Terminal 5.

I was at Building 81 working when a passenger rushed into the building looking around trying to locate someone. Upon seeing me he came into the office, saying I am lost and I need your help. I smiled and focused my full attention on them and said relax and just tell me where you would like to go and I will guide you there.

The passenger stated that he and his wife were on their way to Cancun for their vacation but seeing the JetBlue sign on the building they thought this was Terminal 5, and took the exit off the main road without looking and now could not find their way back. He further stated that he was trying to stop a Taxi Cab to ask for directions but none would stop for him and he was getting very nervous that they would miss their vacation. That’s when he decided to come inside to look for help.

I took the passenger outside on the main dock and point him in the right direction, knowing from past experiences that even though I would give directions many people would still get lost. I went and located a map of the airport to show the passenger exactly where he was and after verifying that he was able to find his way without any problems I gave him another advice which was to follow the Yellow Cabs that were on their way to the Terminals. “They know the way,” I said.

The passengers were very happy and said thank you repeatedly that I would interrupt myself and give them such special attention, and then they drove away to Terminal 5 to catch their flight.

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1429

Edge4Vets

Rohan McGhie (JetBlue member of the N.I.C.E. Corps)

I Rohan McGhie from JetBlue Airways helped a very frustrated passenger who was having difficulties using the Kiosk.

I was on my way to the ID Office located in Terminal 5 to get my ID renewed when I suddenly felt a tap on my shoulder. I turned around expecting to see someone that I knew, however it was a passenger. I was a little surprised but in the Army I learned to expect the unexpected and I said how can I help you?

The passenger said that she was in a hurry to check in for her flight but was having difficulties using the Kiosk. She also stated that the full service line was too long to see an agent; furthermore, she had no bags to check so using the kiosk would be faster giving her ample time to go through the security check point. I turned from what I was doing and focused on her and said ok, let’s see what we can do. I watched her try to use the Kiosk again and I realized that whenever she tried to input her name the kiosk would not recognized it so I asked her if I could see her reservation. I looked at it then I said let’s use the confirmation number instead. I input the confirmation numbers and all her information came up on the screen. I ask her to verify that it was correct, before I printed the boarding pass.

When I handed her the boarding pass she thanked me and stated that she thought the Kiosk was broken because she never had problems before. She thanked me once again for such personal service from JetBlue as she walked away to the security check point.

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1428

Edge4Vets

Regina Zedereki and Marie Daddario (AA employees)

John Fenech (AA N.I.C.E. Corps vet)

AA passenger service agents Regina Zedereki and Marie Daddario were sent to the IAT to meet an El Al flight that had 75 close connections going on our AA flight with a very close departure time. With their help the passengers were able to get to Terminal 8 and make the AA flight. The passengers were all students traveling as one large group.

To solve the problem, Regina and Marie coordinated between the El Al agents and AA to get all the passengers onto the Air train and to our terminal quickly.

The customers thanked Regina and Marie and complimented them how they were able to keep everyone together and expedite the process quickly and without flaws and what a great impression they made of customer service for American.

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1427

Edge4Vets

Chris McCue (AA employee)

John Fenech (AA N.I.C.E. Corps vet)

I John Fenech observed AA employee Chris McCue assisting a passenger who could not find her ticket for her flight on one of our Oneworld Partners Iberia Airlines

To solve the problem, Chris was outstanding. She didn’t just do a search, she got the Iberia Oneworld desk on the phone, had another ticket printed up and gave it to the passenger.

The customer left happy saying… Please give me your name, I want to write a letter to AA to thank you for your assistance

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1426

Edge4Vets

Edmonson Gordon (Delta Ground Services)

Caroline Henry (Delta vet on N.I.C.E. Corps team)

Caroline Henry: I observed (Edmondson Gordon/Delta Ground Services) dealing with a customer who was under stress. The customer was travelling with her baby, a toddler and her elderly mother. She waiting for a Skycap representative at Terminal 3 to assist her with her seven bags to Federal Circle. She was very irritated and the baby and toddler were both tired and crying. The customer said she needed to get her family to bed asap as they were on a long flight from SFO which had also been delayed.

To solve the problem, Mr. Gordon was outstanding. He was cheerful as he loaded the passengers bags on his cart and took them to the Airtrain. The baby and the toddler stopped crying and I saw the stress on the mom's face literally melt away by the cheerful attitude Mr Gordon showed them. The frowns on the mom's face were replaced with a big smile for Mr. Gordon.

The customer left happy saying Mr. Gordon was her guardian angel. Not only did the customer thank him but also the baby did with a big smile too.

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1425

Edge4Vets

Lesley Callender (Delta Airlines)

Caroline Henry (Delta vet on N.I.C.E. Corps team)

Caroline Henry: I observed Lesley Callender/Delta Airlines dealing with a customer who was under stress. The customer spoke no English and communicated by showing Miss Callender airline papers. The customer was travelling with a foreign carrier and was gesturing to Miss Callender that she needed serious help.

To solve the problem, Miss Callender didn't just explain the way to T4 to get with a representative from the airline, she walked the passenger to the airtrain and left her with another staff member to make sure she got off the train at the correct terminal for her airline/flight.

The customer left happy thanking Miss Callender repeatedly in her native Russian language.

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1424

Edge4Vets

Larry Coar (jetBlue vet on N.I.C.E. Corps)

Larry Coar (jetBlue vet on N.I.C.E. Corps team)

I Larry Coar helped three anxious passengers at Jetblue Terminal 5. While I was on a break, I saw Flight 619 at Gate 19 to Jacksonville had closed boarding and the gate agent was on the plane closing out the flight. Just then I saw a lady with two other passengers come running to the gate. The lady in front was screaming for someone to help her. I came over and identified myself as a crewmember asked what I could do to help her.

She told me that flight 619 was their flight and they desperately needed to make the flight. I told her the flight had closed, but I would go down and find out if there was any way they could still board. I asked the gate agent on the plane if there was anything he could do for them. He told me to get their boarding stubs and bring them down and he would make that happen.

I brought the people to the gate agent, with their boarding stubs and you could just see the relief in their faces, especially the lady who had been so upset. They said thank you very much then board the plane, and I thanked the gate agent.

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1423

Edge4Vets

Rodney Mitchell (JetBlue employee)

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed Rodney Mitchell from JetBlue Airways, helping a passenger who was having difficulties carrying her luggage.

Rodney was at Terminal 5, waiting for a ride to Building 81, when he observed a passenger walking around in circles reading signs with a very perplexed facial expression. Rodney realized that the passenger was in need of help just by looking at her body movements and went over to help her.

The lady claimed that she had just come off a flight from Long Beach California, and had two pieces of luggage that were really heavy. She further stated that she was on her way to Brooklyn but could not locate the B15 bus stop to Brooklyn. Rodney pointed the passenger in the right direction to the bus stop but he also realized she would have difficulty carrying the two bags and he offered to carry and the bags and help her to the bus stop.

The passenger was very surprised of Rodney’s generosity, you could see it on her face, she thanked him consistently. Rodney helped the passenger unto the bus and the passenger thank him another time as she waved from behind the glass door, thank you, thank you!

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1422

Edge4Vets

Anthony Christian (FJC Security and a vet on the N.I.C.E. Corps")

Anthony Christian – FJC Security

While monitoring a baggage drop off site I noticed an elderly female passenger in distress. She was near panic and she explained that she had misplaced her passport and could not find it anywhere. I calmed her by showing her she had my complete focus and I asked her the last place she remembered seeing it and she said at the airline counter.

We retraced her steps back to the counter and I asked her to point out the agent who had served her. She did and when we approached that agent we saw her holding a phone and she broke out into a big smile because she was about the have the woman paged. The passport had dropped on the floor and the agent was going to locate the woman.

Suddenly the woman relaxed and her whole body went calm and she thanked me and the agent for taking such a personal interest in her.

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1421

Edge4Vets

Lourdes Sakedo (Air Serv)

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed business partner agent Lourdes Salcedo from Air Serv helping a passenger who could not walk and was having difficulties getting to the gate to board her flight.

Lourdes was dispatched to gate14 for wheelchairs to meet a flight coming in from West Palm Beach. However, as she was passing by the check in service desk she noticed a passenger who was trying to get help from other passengers passing in her direction. Even though Lourdes was in a hurry she went over to ask the passenger if she was in need of help. Apparently the lady could not speak English fluently and was having difficulty asking for a wheelchair to assist her to the gate. She said her flight was about to start boarding and she was worried she would miss it. Lourdes assured the lady that she would get her help and that's when Lourdes was proactive.

She quickly get on a radio and called her dispatch to send a wheelchair over. In a few minutes a wheelchair was there and Lourdes quickly helped get the passenger seated and helped her with her bags. Then she wished the passenger luck and her wheelchair attendant colleague wheeled the lady away.

The passenger kept thanking Lourdes repeatedly. She also told Lourdes that God would bless her as she was pushed away to catch her flight and she kept waving at Lourdes over her shoulder.

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1420

Edge4Vets

Joshua McMeechan (

Khaimraj Bacchus (Delta vet on N.I.C.E. Corps)

Khaimraj Bacchus: this report is about a co-worker of mine, Mr Joshua McMeechan, who was dealing with a very unique issue. While working in the Delta JFK Ramp Tower I noticed Joshua assisting a flight dispatcher who was calling from Atlanta to resolve a lost item left onboard a Delta inbound flight .

To resolve this issue, Joshua coordinated with the aircraft provisioning team to retrieve the lost item while simultaneously contacting the passenger and flight dispatcher via email ( Passenger was onboard a connection flight).

Although the customer benefited greatly from Joshua's proaction, the PAX was not directly involved in the transaction. However, Joshua received a thank you letter and an above and beyond award by the Atlanta based flight controller who was very impressed with his diligence and commitment to customer satisfaction.

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1419

Edge4Vets

John Pointe (FJC Security vet on N.I.C.E. Corps)

One night recently, I John Ponte, Director of Operations at Terminal 4 for FJC Security, came out of the A concourse and was approached by a female with her teenage daughter after just arriving from Hong Kong China. The mother could not speak English and was trying to reenter the A concourse to find her husband who did not come out with them.

The daughter only spoke a little English and they were distraught. I could see that so I calmed them with my eye contact and smiling and I received a partial description of what the husband looked like and what he was wearing (a black waist band bag and that he is 75 years old.)

I reentered the A-concourse and began a search of the gates, seating and stores but could not locate him. As I was about to exit the concourse to get the name of the husband from the family to have him paged, I noticed an oriental man standing near the exit door and I asked him if his last name was Yia Yauling, and he nodded excitedly, indicating Yes!

As I escorted the husband out of the concourse and into the arms of his waiting family the family made many joyful sounds and this stressful situation became a positive one at JFK.

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1418

Edge4Vets

Christopher Ducles (AirServ emplloyee)

Caroline Henry (Delta vet on N.I.C.E. Corps team)

Caroline Henry: I observed Christopher Ducles who works for AIRSERV dealing with a customer who was under stress. The man, a passenger's son, came to meet his mother at the airport. He did not know the flight arrival Terminal. He said he had circled the terminals twice and was anxious to see his mother.

Mr. Dules checked with a Delta representative to confirm he was sending the son to the right Terminal which was Terminal 2. Mr. Dules then gave directions to the son and told him he was walking to Terminal 2 and with a brief description he offered to look to see if he saw his mother.

The gentleman was very appreciative to Mr. Dules. He told him he felt he was not being sent on a merry-go-round this time and he said he cannot wait to see his mother.

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1417

Edge4Vets

Richard Bauman (AA employee)

John Fenech (AA N.I.C.E. Corps vet)

A passenger approached AA employee Richard Bauman asking where Terminal 7 was. Richard explained to her how to get to 7 from Terminal 8, but each time the woman just stood there and asked the question again. There was clearly a language issue, but Mr. Bauman never wavered from being patient.

He continued to explain, but the woman continued to stand there, looking confused. Finally, Mr Bauman said with a smile, here, come, follow me. I'll take you to the Air Train.

That's not a little walk. But Mr Bauman told her he didn't want her to get lost and so off they went. Not surprising Mr. Bauman is also a Marine.

Thank you, Thank You, the woman said. You are so kind.

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1416

Edge4Vets

Gina Ricci (AA employee)

John Fenech (AA N.I.C.E. Corps vet)

A passenger had missed her flight June 5th. She understood that part of it since she had gotten to the airport late, but she was very upset that she could not find her bag when it was sent back for her to pick up at baggage claim.

Gina Ricci, an AA employee, was the one who put the bag on the belt originally. The woman had been calling for 3 days looking for her bag and she showed up at the airport wanting to know where her bag was.

Gina Ricci was called into the situation, and she personally searched the bag room for the bag and she didn't stop trying until she solved the issue. It rarely ever happens but Gina determined the bag had been sent to Brussels on the 7th of June. Gina called and confirmed the bag was there and made arrangements to have it sent back to JFK immediately.

Although the woman was upset she said how grateful she was that someone had gone out of their way to assist her and locate the bag. She told Gina how thankful she was personally for all the work Gina did to solve the problem and help her.

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1415

Edge4Vets

Esther Lashley and Mary Ellen Nash (AA employees)

John Fenech (AA N.I.C.E. Corps vet)

This one is solving a problem for a celebrity:

I, John Fenech,observed AA employees Esther Lashley and Mary Ellen Nash from premium services walking to meet a passenger by ticketing when they saw Fergie of the Black Eyed Peas who all of a sudden was surrounded by 20 paparazzi hounding her for pictures. Fergie was trying to be polite but at one point was yelling ok enough already, can I please get thru. I need to catch my flight. Please!

Esther and Mary Ellen were able to approach the crowd and use a decoy to distract them and get Fergie thru security and then they brought her up to the Admirals Club Lounge and then to her gate without further incident

Fergie was so happy. She said, "You guys are amazing. Thanks you so much, I don’t know what I would have done out there without you."

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1414

Edge4Vets

Nyasha Greene

Caroline Henry (Delta vet on N.I.C.E. Corps team)

Caroline Henry: I observed Nyasha Greene who works for NYC Airporter dealing with a passenger who was under stress. The passenger did not speak English. She had been dropped by a taxi at Terminal 3 but was completely lost. She was travelling to the Dominican Republic but no one around her understood Spanish. She was almost in tears.

Miss Green personally took this passenger to Delta's baggage service office where they were able to check her boarding card and found out that she was departing from Terminal 3 to the Dominican Republic. Miss Greene waited for the passenger and took her upstairs to the departure lounge.

Although the passenger did not speak English she gave Miss Greene a big smile and thanked her with all her heart in Spanish and with a lot of hand signals saying “thank you!”

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1413

Edge4Vets

Dwayne McLaren (AirServ employee)

Caroline Henry (Delta vet on N.I.C.E. Corps team)

Caroline Henry: I observed Dwayne McLaren who works for AIRSERV dealing with a customer who was under stress. Here’s what happened: a passenger arrived at terminal 3 from a flight and was meeting her daughter who was arriving at terminal 8 on American Airlines. The passenger was at the wrong terminal and was confused as to where to go and what to do to get there. She approached Mr. McLaren who was pushing a wheelchair passenger with the passenger’s family following along behind him.

Mr. McLaren was extremely professional. Rather than say he was busy or simply ignore her problem, he asked his passenger to give him a moment and he proceeded to direct the confused passenger to the elevators which would take her to the correct terminal for American Airlines to meet her daughter. He was calm and patient and the passenger continued to thank them.

Then he went back to his original passenger in the wheelchair and continued his pleasant conversation with them as he pushed the chair.

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1412

Edge4Vets

Anthony Christian (FJC Security and a vet on the N.I.C.E. Corps")

I saw an elderly woman having trouble standing in the crowded terminal. I could see that her daughter who was with her was getting very distraught. I immediately went over to them and asked what airline carrier they were flying.

I got the name and went to the airline counter and asked for a wheelchair pusher as quickly as possible. I located the wheelchair person and brought him over to the elderly lady. When she was comfortable I took them over to their airline and waited with them while they got checked in. I could see this really calmed the elderly lady, but it really calmed the daughter who continued to thank me over and over.

Just seeing them happy, though, was all I needed to feel good.

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1411

Edge4Vets

Two travelers from Italy

James Taylor (Air Train vet on the N.I.C.E. Corps)

I encountered a couple travelers from Italy who had lost their travel bag, The bag contained their passports, $2,000 in cash, credit cards and all their important papers. The couple was frantic - as the man was pacing back & forth speaking Italian and the woman was(his wife) sitting on the suit case crying. I approached them to find out what was wrong.

As I continued to talk with them, they proceeded to calm down. I called the Operation Center and had them announce over the AirTrain O& M Radio the description the couple's lost bag to all AirTrain Agents. The details of the bag's content was given to the Operation Center. I got on the train with them and rode the system myself to check if the bag was on any train or in the station. I continued to make every effort to encourage them to settle down and all would be ok.

I called PAPD and asked them to send an Officer who spoke Italian, they did exactly that, the officer had a very positive impact on them and explained how they could retrieve their passports and to cancel their credit cards. They were in a much better frame of mind a couple hours later, After the Police had finished taking the report they said its a shame that these people had to come to NY and experience such an incident. I was at the end of my tour so I decided not to leave them. I offered the two to stay at my house and have supper. They wanted to get to the city to a certain hotel, they had reservations.

At that time Pat Thompson the Customer Service Manager came by and I told her the story. She was quite upset by the incident and said she would follow up and try to see if we could spot something on the cameras. To no avail. I told her I was going to give them $50 out of my pocket, she gave me a $20 bill and said its not much but I hope it helps.

I realize the cost of a cab, so I drove them to the city with my personal car.Took them in the hotel, l made sure they still had their reservations. Then they hugged me and took my number and said they would never forget me, and that New Yorkers made a great impression on them. I was happy knowing we had done everything we could possibly do to help these people get some sense of security. They called me each time they received a passport, or a credit card and then before they went back home they called me from the Airport to see if I was available for food again to thank me. It gave a great sense of satisfaction to see these two go from tears to smiling faces under the circumstances.

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1410

Edge4Vets

Altagracia Liriano (jetBlue employee)

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed crewmember Altagracia Liriano from JetBlue Airways helping a passenger who was very upset because she had made a mistake.

Altagracia was checking in a passenger for a flight to Orlando (MCO) Florida, when she saw the PAX was breathing very hard. Finally, after Altagracia had tagged the passenger's bag and put it on the carousel, the passenger shouted out that she had forgotten her medication in the bag. Altagracia rushed to stop the bag but could not catch it in time. It was gone, taken away by the belt.

The passenger claimed that she had asthma and needed to take her medication during the flight. The passenger was really upset with herself for making such a big mistake. Altagracia told the lady that she would try and retrieve her bag but it could take a very long time since it had to go through TSA security check. Altagracia made a few calls to the Ramp Agent Lead and various locations for help in locating the bag. Altagracia told the passenger not to worry, that if the bag was not already boarded then she would find it. The passenger was told to have a seat as Altagracia went to locate the bag. Finally after about 30 minutes I saw Altagracia coming back with the bag, the passenger was very relieved.

After retrieving her medication from her bag the passenger was very appreciative and thanked Altagracia repeatedly. The passenger stated that with all the help Altagracia had shown her JetBlue is now her airline of travel.

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1409

Edge4Vets

Angela Zimbardo (JetBlue employee)

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed crewmember Angela Zimbardo from JetBlue Airways helping a very nervous customer who was about to miss her flight.

Angela was working the ticket counter when a passenger rushed up to her to be checked in for her flight. The passenger stated that she was caught up in traffic on the Belt Parkway and was late for her flight. Angela tried to check her in but could not because the Gate Agent had closed the flight and was about to start boarding.

Angela apologized to the customer and told her that the flight was closed and that she would have to book her on the next available flight that was leaving the following day. The customer stated crying and told Angela that she had no money and would not be able to stay till the next day. Angela asked the passenger if she had any bags to check in and she replied no. Angela said she would see what she could do and she called the Gate agent again and explained the situation. The Gate Agent said as a one-time courtesy she would re-open the flight so that the passenger could be checked in. However, the passenger would have to run to the gate. Angela checked the passenger in and escorted her through the security line.

Once the passenger was through the security line and directed to her gate, she thanked Angela repeatedly as she rushed off to board the plane to her destination, waving behind her and saying thank you, thank you, as she ran.

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1408

Edge4Vets

Marie Lindor and Michael Radano (Jet Blue employees)

Larry Coar (Vet on the N.I.C.E. Corps)

While standing at Jet Blue Just Ask (customer service) desk in terminal 5 I observed Marie Lindor, a Jet Blue Airport Operation (AO,) and Michael Radano, a lead Airport operations, help three customers that had just arrived from Washington D.C. The first one explained that he had missed his connecting flight to Syracuse and wanted the next flight out. He was very upset.

Marie explained that the flight to Syracuse was not going departing that night because of a mechanical problem with the aircraft, but she would rebook him for a confirmed flight the next day. She referred him to Michael who assisted him in getting a voucher for airport hotel lodging. This was followed by another traveler coming up with the same issue, he was upset because he was transferring from JetBlue to his connecting flight to United Emirates, but that flight was not leaving that night.

Marie called United Emirates Airlines and explained what happen and ask them to rebook his flight for the next day. Afterward she calmed him down by telling him she would refer him to Michael for airport lodging and this made him very happy. She said she was sorry for the inconvenience. The customer thanked her for doing all she could and being so considerate of his needs.

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1407

Edge4Vets

Paula Melhauser Schuermann (AA Flight Attendant)

Thomas Richards (AA vet on N.I.C.E. Corps)

I observed Paula Melhauser Schuermann an American Airlines Flight Attendant dealing with customers Julie and Surgio Fiumara and their son Alex who were under stress.

Julie and her family had been unable to board their original flight to Orlando at 3 pm and were moved to the next flight to Tampa at 7 pm. This put a damper on their entire trip to Disney World, a first time trip. After being moved from their original flight to a later one not even landing in the same city they were very stressed out. To add to their distress the flight to Tampa was delayed 3 hours because of mechanical malfunction. Now this poor family has been at the airport for nearly 10 hours and they were tired and hungry. At this point I introduced myself and was talking to them to try and ease the tension on behalf of the airline.

As we boarded the plane I approached the flight attendant (Paula) and mentioned to her what had happened to this poor family. Paula had already been briefed by the gate agent and told me she had something special in mind. After making sure they were comfortable she began to bring them food and beverages from the first class cabin (free of charge).

This incredible act of compassion made these customers feel much better despite the situation. After a nice meal and a few drinks they approached me exiting the plane and expressed their gratitude for the hospitality, I ensured them I would pass it along to Paula.

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1406

Edge4Vets

Mary Alice Castine (American Airlines)

John Fenech (AA N.I.C.E. Corps vet)

I John Fenech observed AA Employee Mary Alice Castine walking with a passenger’s passport and boarding pass. Since we were working a project together, I teased Mary Alice, “What are you sneaking out on me?” She informed me she had found the passport on the sink in the ladies restroom and she was going to find the rightful owner.

Mary Alice was outstanding. She went to the gate where the flight was departing from and asked the female passengers if they were or knew Miss Simone, the name on the passport. She was not at the gate so Mary Alice waited till it got closer to departure time and found the passenger at the gate.

The customer left happy saying… Thank you so much, I have been looking all thru the terminal for it.

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1405

Edge4Vets

Mary Alice Castine (American Airlines)

John Fenech (AA N.I.C.E. Corps vet)

I John Fenech observed AA Employee Mary Alice Castine asking passengers if they lost their passport and boarding pass (submitted in a previous story) and a passenger approached her asking if there was a mail box in the terminal? Mary Alice informed her that we no longer have mailboxes inside the terminal since 9-11

The customer got this frantic look on her face and said she had her taxes in an envelope and that it had to be postmarked by the following day or else she would be in big trouble and she was leaving on a flight today. Mary Alice told her if you trust me with it I will mail it for you myself.

The customer left happy saying, thank you so much, You saved my life !!!

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1403

Edge4Vets

Pat Smith (American Airlines)

John Fenech (AA N.I.C.E. Corps vet)

I John Fenech observed Pat Smith, an AA employee, assisting a customer. The woman walked up to Pat and spoke no English. Pat was trying to figure out what the woman traveler needed but to no avail because of the language barrier.

Pat was quick thinking and spotted someone who spoke Spanish. Pat asked the man to assist and he did and Pat realized thru the translator that the PAX was an inbound customer trying to get to baggage claim to retrieve her bags. Pat explained to the translator where the baggage carousel was and the customer still seemed very confused. At that point Pat told the translator just tell her I will take her there myself and he did.

The customer left happy saying…
Gracias!!!!!!!

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1402

Edge4Vets

Marlene Bauer (jetBlue)

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed crewmember Marlene Bauer from JetBlue Airways helping a customer who had missed his flight and was very irritated.

Marlene was working the ticket counter when a customer approached her to be checked in. The customer stated that he was in New York for a Conference and was flying back home to Burbank California for work the next day. I watched as Marlene was having difficulties trying to retrieve the customer reservation. However, when she finally found the reservation she realized that the passenger had missed his flight, which should have being the previous day and had shown up the following day, missing the only flight that Jetblue had for the day.

Marlene informed the customer what had happened and I saw his facial expressions changed, and he began shaking with fear. The customer was very nervous and told Marlene that he was not aware of the reservation dates. He also stated that if he did not get a flight out to Burbank that night to be at work the next day, he might be in the process of finding another job.

The customer kept walking back and forth mumbling to himself in a state of trance not knowing what to do. Marlene tried her best to keep the customer calm, while she went over all the options available that might be of some help to him. Marlene tried numerous options which the customer kept on refusing because of the arrival time in BUR, the options all would have been too late. Suddenly she had an idea and asked, would you mind traveling on another airline?

The customer replied no. Marlene went on Cheapticket.com where she found a flight with American that was leaving JFK into BUR that day. The customer agreed to fly with American realizing that was the best option available. Marlene gave him direction to Terminal 8, and informed him that he will be able to get his reservation done at the ticket counter once he arrived at Terminal 8.

The passenger was very happy and thanked Marlene repeatedly as he ran to take the Air train over to Terminal 8.

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1401

Edge4Vets

Wilmer Bonilla and Regina Menon (Jeblue)

Rohan McGhie (JetBlue vet on N.I.C.E. Corps)

I Rohan McGhie observed two crewmembers Wilmer Bonilla and Regha Menon from JetBlue Airways helping a passenger who was lost and confused.

Regha was the first to observe this passenger walking around in circles trying to figure out where he was. She tried to communicate but could not because she was unable to speak Spanish. She saw Wilmer working and knew that he spoke Spanish, and she called him over to help.

Apparently this particular passenger had just arrived on a flight at Terminal 4, with the intention of taking the first bus he saw home because he was so tired. However, once he realized that he had taken the wrong bus he got off without any idea of where he was and that's how he ended up at T5. The passenger claimed that because he spoke very little English he was unable to ask the bus driver or anyone for directions.

Wilmer tried to give the passenger directions back to the terminal but realizing that he would get lost again if he took the bus, Wilmer decided to ask him where he lived. The passenger gave Wilmer his home address and told him that no one was at his house that could come and get him. Wilmer told the passenger that he lived in that area and if he could wait for a few minutes he could take him home.

The passenger was very happy and thank Wilmer as they walked to the break room where he sat and watched TV a few minutes, till Wilmer had wrapped up his shift and took the man home.

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1400

Edge4Vets

Emillen Daniel

Caroline Henry (Delta vet on N.I.C.E. Corps team)

I Caroline Henry observed Emilien Daniel, a porter from IAT (Terminal 4,) dealing with two customers who were under stress. The customers were running in the arrival hall not knowing if they were going in the right direction to the storage office. They had to retrieve their bags and proceed to the check in counter.

Mr. Emilien Daniel saw them in distress and not only pointed them in the right direction but, he proceeded to take them to the storage office.

They kept thanking him and told him they would not have found the office without his help as someone sent them in the opposite direction to where the storage office was located. The customers were happy and followed Mr. Emilen with a smile on their face.

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1399

Edge4Vets

Gregory Andrews (Delta)

Caroline Henry (Delta vet on N.I.C.E. Corps team)

I Caroline Henry observed a DGS worker Gregory Andrews dealing with a customer who was under stress. The situation was the passenger was struggling with two suitcases (one was broken and in a plastic bag).

Mr. Andrews saw that the passenger needed help and he approached her and offered to help her carry her bags on his smart cart. The passenger sighed and said "this is not my day." Mr Andrews proceeded to ask her where she was going and she told him she needed to connect to another airline. She had someone waiting for her curbside and she needed to hurry to American Airlines. He transported her bags to the door where I had full view of the situation at hand. He then directed the driver to the correct terminal.

The passenger smiled and thanked him profusely for all his assistance. Mr. Andrews then told her to get to her destination safely and it was his pleasure to be of assistance always.

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1398

Edge4Vets

Rohan McGhie (JetBlue)

Larry Coar (Vet on the N.I.C.E. Corps)

I Larry Coar observed Rohan McGhie help a couple who was going to Pittsburgh. The couple claimed they had only an hour to make their flight at terminal 5 and they rushed up to Rohan and asked him to please help them.

Rohan and I had earlier had attend the class for N.I.C.E. Edge4Vets now within one hour after the class Rohan put the training to action.

Rohan explained to the couple the quickiest way to check in was to use the kiosk machine and then use the bags drop off point which had no line.

The couple tried to use the kiosk machine but with no success. Rohan saw them having trouble and doubled back to assist the couple who was getting fustrated with the machine. He patiently help them get their boarding passes and directed them to the bags drop off point.

The couple thank Rohan for his assistance to their special needs.

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1396

Edge4Vets

Oswald Jaudon (JetBlue)

Rohan McGhie (vet)

I Rohan McGhie observed a crewmember Oswald Jaudon working at Jetblue Airways Provisioning Department BLDG 81, helping a passenger who was lost irritated and confused.

It was about 4pm, just as I was about to leave work. I noticed Oswald walking toward a car in the middle of the intersection trying to figure out which direction to go. All the cars behind that car were honking their horns. Apparently this driver was running late for his flight at Jetblue Airways Terminal 5, but missed his exit and ended up at the Cargo area of JFK.

Oswald told the driver to pull over off the main road away from danger then proceeded to ask the driver questions about where he needed to go and what flight he was going on? The driver stated that he had never being at Terminal 5 before but when he saw the JetBlue Airways sign on the building he thought it was the Terminal 5 and exited off not knowing he was at the wrong location. Once he got to the cargo building, he could not find anywhere to go or park and kept driving around in circles.

Oswald told the driver to relax, he showed him a map of the airport and all the terminals. He also pointed out exactly where the driver was at, and how to get to Terminal 5. Oswald also informed the driver that he had enough time to make the flight and should not worry.

The driver was very appreciative and thanked Oswald, and I could see he was fully relaxed now. They even shared a few laughs, then the driver drove off to the terminal with enough time to park his car and check-in for his flight.

---

1395

Edge4Vets

Jean

Tom Murphy

This is a story I’m posting, so I can complete a piece of unfinished business.

When we kicked off the “N.I.C.E. Corps” program on May 22 in T4 in our session I used an employee from Au Bon Pain in T4 as an example of the kind of N.I.C.E. “action” we are asking our vets to “spot” and report to us – so we can post your stories of customer service excellence on the usanice.com website.

In the training class I didn’t have the name of the lady from Au Bon Pain I had watched while on the terminal floor one day preparing for the program kick off. I said I had observed her calming an upset PAX and using extra energy to do that. Well, today I went back to see if I could find her and get her name. She works for SSP - Food Experts and her name is Jean.

I asked Jean why she was so warm, friendly and helpful to the customers and this is what she said, with a big smile of course: “Sir, we can never know what the people have been through before they come to our booth for a cup of coffee or something to eat. Maybe they have hardships, something sad happening to them, or maybe they are just upset about an extra expense in their trip. When I smile at them, it says I care. I give them my smile, to let them know I know the day can be hard. But that gives me something too. It makes me feel good to make things a little brighter for someone.”

Wow! That says it all!

---

1394

Edge4Vets

Basilio Disimone (jetBlue) and Arice (Air Serv)

Jeffrey Wilson (jetBlue)

From N.I.C.E. Corps vet, Jeffrey Wilson:

I observed Mr. Basilio Disimone (Jetblue) & Mr. Arice (Airserve) dealing with a customer who was under stress. The situation was as follows...

Jetblues policy is to close the aircraft doors 10 minutes prior to the scheduled departure to ensure an ontime departure.

Tonight our Raleigh Durham flight was completely boarded except for 1 customer that just didn't show up in the alloted time. The gate agent, Basilio Disimone, closed the doors and finished the flight and pulled the jetbridge at which point a wheelchair attendant, Mr. Arice, came rushing up with a customer and asked me to call the Raleigh gate. I did and was advised that everything was done and it was closed. At this point many people began to chatter on the radio in an effort to get this customer on the aircraft, even though it was officially closed.

To solve the problem, Mr. Disimone was outstanding. He was in immediate contact with our operations and was advised that he should go ahead and reattach the jetbridge, which is rarely done, to accommodate this differently abled customer.

I'd like to commend Mr. Arice, the wheelchair attendant for even trying when it didn't look possible and Mr. Disimone for going the extra mile to accommodate a jetblue customer with special needs.

I'd like to say the customer left happy, but Mr. Disimone told me subsequently that the customer was still a bit anxious and this reduced his appreciation for the effort and initiative taken to get him on the flight. That does not mitigate the effort and intention of Mr. Disimone who thought quickly and acted instinctively and with compassion for our passenger.

---

1393

Edge4Vets

Johnny Semento

Rohan McGhie (vet)

I, Rohan McGhie, observed a crewmember, Johnny Semento, working the service center at Jetblue Airways terminal 5, when two passengers, a husband and wife, came up to him angry and confused.

Johnny was very proactive and even though he had a long line of customers waiting he made the time to find out what the reason was for their outburst of anger and frustration. Apparently the couple was traveling from India to Boston. Their flight from India was delayed into JFK terminal 4, and they had trouble finding their way to Jetblue terminal 5. However by the time they arrived at terminal 5 the plane had already left and no gate agent was available to help them.

They were angry because they thought that they would have to pay for another flight and would be delayed until the following day. In addition, they were afraid the person who was going to pick them up in Boston would leave without them. Johnny was calm all the time speaking directly to the couple assuring them that he would help.

Johnny informed them that JetBlue Airways had three more flights for the remainder of the day flying into Boston Airport and that he would rebook them for the earliest departure. Once Johnny was finished rebooking them for the flight he also gave the couple his cell phone so that they could call their pick up person and inform him of their new arrival time into Boston Airport.

The couple left happy. After speaking on the phone and confirming that their pick up person would be there to pick them up, they were overwhelmed with appreciation for Johnny’s help. They hugged him and thanked him stating that they never knew New York people were so kind after all the stories they had heard of New Yorkers.

---

1392

Edge4Vets

Edge4Vets "N.I.C.E. Corps"

A Salute to Airport Vets

Edge4Vets, developed by the Human Resiliency Institute at Fordham, helps veterans turn their leadership strengths from the military into "tools" to create successful civilian lives. The N.I.C.E. program is the institute’s resiliency training and incentive program designed to help airports enhance customer service.

The Edge4Vets “N.I.C.E. Corps” combines the two and gives airport vets a chance to help their airport recognize and reward front line employees for being N.I.C.E. (Neutralizing Irritations Customers Experience) and stepping up to relieve stress for travelers in need.

The N.I.C.E Corps program will kick off Tuesday, May 22, at 10am in T4, with a training workshop for our lead group of vets who are volunteering to be part of the "N.I.C.E. Corps" at JFK.

Check back at this site to read the N.I.C.E. stories our vets will be posting about the N.I.C.E. employees they "spot" in the course of their day being helpful "problem-solvers" for airport customers!

Both the employees and the vets who nominate them will win awards!

---

1391

Bombardier

GM #135

Kareem Allison

A traveler was upset because he had just arrived in New York for a vacation and he left his important papers inside one of the trains. I put a call out to all the AirTrain units in the system with a description of the bag and our location at Terminal 7. Soon after one of the AirTrain units called me back with good news saying that he had found the bag and was already on his way to Terminal 7.

The traveler left happy saying “Besides all those papers I had all my clothes in there too. Thanks a lot for all your help"

---

1390

Bombardier

CC

E. Pierre

A customer was having difficulty because he was mute and also French, so he was having a very hard time finding someone to give him accurate information on getting to Federal Circle.

I communicated with him using the signs that I knew and took him to the digital information kiosk. I prompted French as the designated language. I made sure that he knoew how to get to Federal Circle and felt comfortable using the AirTrain system.

The gentleman was smiling when he left and appeared to be much happier than when he first arrived at Terminal 1 platform.

---

1388

Bombardier

CC

K. Allison

A customer was upset because he dropped his phone getting of the AirTrain at Terminal 8 outbound. He said he needed his phone because he had just arrived to New York.

I used one of my strengths and told him that I understood his aggrevation. I recorded all his contact information and passed it on to the Operations Center. I gave him JFK AirTrain's phone number and also explained the process of retrieving lost items from the tracks. He understood he wouldn't be able to get his phone right away.

The customer thanked me for helping him and taking the time to explain the process to him.

---

1387

Bombardier

CC

K. Allison

A traveler was upset because he missed his flight and didn't have enough money to pay the $5 fee at Jamaica Station.

I let the passenger know that as a one time courtesy, I would allow him to exit the station. He then passed me his identification and I allowed him out of the system.

The customer thanked me for understanding his situation and allowing him to exit.

---

1385

Bombardier

CW

K. Allison/A. Carter

A passenger was upset because he left his briefcase onboard a Howard Beach train.

I sent out a transmission adiving all agents to check all Howard Beach trains for his briefcase. An AirTrain Unit covering Terminal 8 repsonded and said he was in possession of the bag. I sent the passenger to Terminal 8 to be reunited with his briefcase.

The travler left very happy thanking me profusely.

---

1384

Bombardier

DK

S. Andre/P. Everett

An upset customer was picking up someone and did not know which location to go to meet their party.

I personally took the passenger to the Welcome Center kiosk and checked the flight status and found out where it was arriving.

The customer left happy stating that I saved her a lot of time.

---

1383

Bombardier

DK

S. Andre/P. Everett

A traveler was upset because they were trying to get to Jamaica on the All Terminal train. They said they were riding around for 30 minutes.

I advised the passenger of the tracks and how to tell the destinations of the AirTrain.

The customer was happy and thanked me for my help.

---

1382

Bombardier

DK

P. Everett/S. Andre

A traveler was upset because she left her luggage on the patform at Lefferts Blvd. The passenger was scared she was going to to miss her flight.

I used one or more of my strenghts from my Personal Resiliency Profile and advised Operations to keep the CCTV on luggage at Leffert Blvd.

The customer left happy and thanked me on her way to securing her luggage.

---

1381

Bombardier

CC

K. Allison

A traveler was upset because she did not know how to get to 42nd Street Port Authority. She departed the Jamaica bound train at Terminal 1.

I explained how to understand the signage and advised her to get back on board. I also said tha she could pay for the AirTrain and subway at the last stop (Jamaica Station). I ensured her that there would be personnel to help her once she arrived at Jamaica Station.

The customer left happy, thanked me, and boarded the train to Jamaica Station.

---

1380

Bombardier

CC

K. Allison

A customer was upset because he dropped his house and work keys by Berth 1 at Terminal 5.

I approached him to find out the exact location of where he dropped his keys. I contacted Operations and spoke to a supevisor. After retrieving all of the passenger's information and giving it to Operations, I explained to the passenger that the item would be retrieved overnight and returned to him.

The customer thanked me for my patience and left in a better mood.

---

1379

Bombardier

BL

A. Carter

A traveler was upset because she purchased a LIRR ticket to Penn Station and in addition, she had to purchase a Metrocard for the AirTrain and Subway to get to 59th St. Columbus Circle. She was so upset that she said she would walk to 59th St. from 34th St. Penn Station. I asked her to calm down and pointed out the positives of the LIRR service in contrast to the subway. I assured her it was a good mistake and she'd get to her destination faster and in comfort.

I used positivity and compassion to turn a negative situation and help a customer deal with a frustrating moment.

She left happy saying: "Thank you for your patience. Thank you so much for your help. Happy holidays to you and your family."

---

1377

Bombardier

MJ

S. Andre

A traveler was misinformed at one of the terminals. He was told to take the train to Jamaica to catch the "A" subway. When realizing he was on the wrong train, he disembarked at Federal Circle asking how to get to the "A" subway.

I instructed him to take the next Howard Beach bound train to Howard Beach Station. From there I stated that he could take the "A" subway; furthermore, I advised him to take the Howard Beach train one stop to Lefferts Blvd. At Lefferts, he could take the B15 bus to Brooklyn.

While departing he thanked me for my assistance.

---

1376

Bombardier

MJ

S. Andre

A traveler was upset because he arrived at Federal Circle believing a shuttle would be picking him up and taking him to the Ramada Inn Hotel. Unfortunately, the Ramada Inn Hotel does not provide a shuttle bus from JFK Airport. The passenger did not know what service he should use to get to his destination.

I advised him to take the next Jamaica bound train to Jamaica Station. I stated that after he arrived he could have a taxi take him from Jamaica Station to the Ramada Inn Hotel on Hillside Ave.

He departed after thanking me for my assistance.

---

1375

Bombardier

JK

A. Carter, K. Allison

A group of travelers was upset because they had to take serveral trains with six large bags to get to SoHo.

I spoke with the friend they were en route to visit, and she gave me the street location they were heading to. I suggested the passengers take a train to Canal St. and catch a cab from there.

The customers happily thanked me and went on their way.

---

1374

Bombardier

Regina Wells

A. Carter, K. Allison

A traveler was upset because the sign at terminal 5 doesn't say JetBlue, so no one knows the direction to the JetBlue Terminal.

Since all the terminals are numbered, I suggested that the traveler look at the directory to know what terminal to go for his flight. I also stated that he could ask one of the agents who are dressed in red throughout our stations.

He left happily stating that it's a matter of learning how things work. Once you learn it, it becomes easy. I get it now, thank you.

---

1373

Bombardier

Jacqueline Kelley

A. Carter, K. Allison

A passenger could not find the card she purchased. She said that everybody in her family becomes fogetful when they reach 78 years of age. She was having a problem remembering things and couldn't remember how to put her Metro card in the faregate causing her to become frustrated.

I told her calmly to take her time and check her bag. She found the card and was very greatful for my help.

She left happily saying thank you. You are so sweet and very patient.

---

1372

Bombardier

MS

A. Carter, K. Allison

A traveler was distraught after she just exited at Howard Beach just realizing she left her laptop bag on the AirTrain. I proceeded to ask the agents in the CTA to check all Howard Beach trains for a purple laptop bag. One of my co-workers found the bag on one of the trains. I relayed this information to her letting her know where she could retrieve her bag. She hugged me and thanked me.

---

1371

Bombardier

MS

A. Carter, K. Allison

A customer was having difficulty locating the recently moved airline of Royal Jordanian. The information listed on the kiosk was incorrect since the airline moved to a different terminal.

I called operation since I was unaware of the change as well to see if they had a current listing. Unfortunately they did not, so I proceeded to step onto the train and checked the directory which read terminal 8 for Royal Jordanian. I relayed this information to the traveler.

He was back a few days later and stated: "You helped me last week!" After a few seconds, I recognized him and I asked: "Oh yes, were you able to locate your flight?" He said that he was and he thanked me.

---

1369

Bombardier

CW

K. Allison

A passenger left his briefcase on a Howard Beach train.

I sent out a transmission advising all agents to check all Howard Beach trains for his briefcase. An AirTrain Unit covering Terminal 6 responded and said he was in possession of the bag. I then sent the passenger to Terminal 8.

"Thank you!"

---

1368

Bombardier

EH

S. Andre/P. Everett

A passenger was upset because she could not find her terminal and nobody had stopped to assist her. There was also a language barrier.

I showed the lady an AirTrain brochure as well as directed her to the terminal.

"Thank you, I'm so glad someone was there to help."

---

1367

Bombardier

EH

S. Andre/P. Everett

A passenger was upset because he left his bag containing valuable materials on a train.

I immediately notified Operations. I also boarded a train in the opposite direction in order to catch the train with the passenger's bag.

"Thank you, my whole life is in this bag!"

---

1366

Bombardier

JK

A. Carter, K. Allison

Passengers were trying to get from Howard Beach station to Jamaica station.

I walked the passengers to the platform at Howard Beach and showed them on the kiosk map where to go. I then showed them the way they would have to travel on the TV monitor and the number of stops the train would make before they could change at Jamaica.

"Thank you!"

---

1364

Bombardier

CC

K. Allison

A passenger only had $20 bills and no credit/debit cards. He only wanted to buy a $5 metrocard. Unfortunately, the Metro News stand was closed so there was no where to change his bills.

I asked the passenger how many days he was spending in NYC. He said he was here for two days and did not have a metrocard. I suggested he buy a $14 metrocard and use it for the subway and the AirTrain.

He thanked me for the suggestion and then purchased a $20 metrocard. He said he didn't know he could use the card for both systems.

---

1363

Bombardier

RW

A. Carter, K. Allison

A passenger asked "how are we supposed to know which train to get on?"

I pointed out the maps in the brochures as well as all the signs that indicate which trains take you to which destinations.

"Ok, I didn't pay attention to the announcement nor did I see the signs, but thank you for explaining your system to me."

---

1362

Bombardier

MJ

S. Andre

A passenger was trying to take a short cut to Terminal 8. He disembarked at FC hoping to catch the inner loop train.

I informed the passenger that he could not catch the innerloop train from FC. I advised him to take the train on the 3rd floor to Terminal 1, then transfer to the innerloop train to Terminal 8.

"Thank you very much."

---

1361

Bombardier

MJ

S. Andre

A passenger arrived at Federal Circle thinking he could catch a shuttle bus to the Super 8 motel. Upon hearing there was no shuttle bus, the passenger did not know any other way to get to the motel.

I advised the passenger to take a Jamaica train to Jamaica where he could either catch a cab or walk to the motel.

"Thank you."

---

1360

Bombardier

MJ

S. Andre

A passenger claimed to not know that AirTrain had a fare of $5. The passenger did not have enough money to enter the system.

I asked the passenger to show me his ID and ticket information. After confirming the passengers ticket information, I gave him the difference in cash so that he could travel to his terminal.

"Thank you very much!"

---

1359

Bombardier

RW

A. Carter, K. Allison

A passenger's unlimited metrocard was not working at the fare gates. She became irate and did not understand the difference.

I explained to the customer how the AirTrain system only accepts pay-per ride cards and does not accept unlimited metrocards.

She thanked me for explaining how the cards work.

---

1358

Bombardier

ND

A. Carter

A group of passengers were upset because their metrocards were not working. They had each purchased several cards since they had been in New York.

I gave the passengers the information to mail their cards in for a refund.

"Thank you, I hope they send my refund quickly"

---

1357

Bombardier

OD

S. Andre

A passenger was misinformed and was thinking that arrivals from Santo Domingo with JetBlue were at Terminal 5.

I advised the passenger to take the inner-loop train to Terminal 4.

"Thank you!"

---

1356

Bombardier

N. Davis

A. Carter

A traveler was separated from her children at Terminal 5. The doors closed, separating them.

I helped the passenger find her two children(10 & 11).

In tears, the passenger gave me a big thanks.

---

1355

Bombardier

DK

P. Everett

Passengers were lost and did not know how to get to the Quality Inn Hotel.

I advised the passengers that the hotel was across the street from Jamaica station.

"Thanks!"

---

1354

Bombardier

DK

S. Andre/P. Everett

A passenger was trying to get to South African Airways. She was sent to Terminal 1, then Terminal 7 and finally Terminal 8.

I told the passenger her airline was located at Terminal 4. I even verified the information with her using the kiosk.

"Finally met someone who knows what they are doing."

---

1353

Bombardier

MS

A. Carter, K. Allison

A lost passenger had been riding around on the AirTrain trying to get to Jamaica station.

I explained to her how to get to Jamaica station from her location and that she would need a metrocard to exit the system.

"Thank you, I almost gave up."

---

1352

Bombardier

DA

P. Everett

A family was riding the inner loop train in an attempt to reach Parking Lot C.

I apologized for their confusion and then explained that Parking Lot C is located at Howard Beach. I showed the family witch train they needed to take in order to get to Howard Beach.

"Thank you miss, you have been very helpful!"

---

1351

Bombardier

NSL

P. Everett

A passenger was waiting for her US Airways flight to leave from T7. She was misinformed by being told she could go to HB to relax and wait for her flight.

I began to try to see how I could help the passenger. At first she was a bit closed off towards me and gave me a bit of a hard time. However, I was determined to help her so I persisted. She began to open up and accept my help. I advised her to make her way to T4 where she could rest for a bit.

At the end, she gave me a huge thanks. She told me I was a wonderful person and that she was very grateful that I did not give up on her.

---

1350

Bombardier

ND

A. Carter

A passenger was having trouble using her credit card to purchase a LIRR ticket.

I assisted her in purchasing a LIRR/AirTrain ticket.

"Thank you for your help."

---

1349

Bombardier

MJ

S. Andre

A passenger was coming from the casino and was looking to catch the A train to Brooklyn. The passenger had taken the wrong bus and ended up at HB. The passenger also lacked sufficient funds to exit the system.

I advised the passenger to take the AirTrain two stops to LB where he could catch the B15 bus to Brooklyn.

"Thank you, sir"

---

1348

Bombardier

EH

S. Andre/P. Everett

I found papers laying on the floor. They were papers concerning flight details (Crew, fuel info, etc.)I realized these were important papers and sat them aside.

The pilot then came back looking for the papers. Apparently they had fallen out of his back pocket earlier when he was running to catch a train.

I returned the papers. "Thank you, you literally saved my life and my job." He then asked if there was something he could do. I did not have any comment cards so I said, "Your thanks is enough, sir"

---

1347

Bombardier

CW

A. Carter, K. Allison

A passenger did not know how to get to her hotel in Manhattan. I asked if she had an address for the hotel so that I could use that to help her. I showed her how to get to her destination using the subway.

"Thank you so much!"

---

1346

Bombardier

Chris Wright

A. Carter, K. Allison

A passenger left his brief case on board a HB train. His brief case contained many important documents.

I sent out a transmission advising all agents to check all HB trains for the briefcase. An ATU covering T8 responded and said she was in possession of the bag. I then sent the passenger to T8.

"Thank you"

---

1345

Bombardier

MJ

S. Andre

A passenger was travelling to 59st Columbus Circle. She was advised to take the A train. Passenger was in a hurry and did not want to spend an hour travelling.

I advised her to go to Jamaica and transfer to the LIRR to Penn Station. Once at Penn Station, I told her to then take the A train to Columbus Circle. That will only take about 30 minutes.

"Thank You, sir"

---

1344

Bombardier

JK

A. Carter, K. Allison

Passengers were unaware of how to purchase tickets for the LIRR.

I assisted them in purchasing tickets as I explained how to operate the machine as well as how to understand the LIRR signs.

"You're the best, can we take you with us!?"

---

1343

Bombardier

JR

S. Andre/P. Everett

A passenger was travelling with a baby that had been crying the entire flight.

I advised the passenger to travel to Terminal 4 so that she could take a moment to calm herself and her baby down before boarding a train.

"Thank you! I'm so out of it I can't even think straight. I agree, I do need a few minutes to collect myself. Thank you again!"

---

1342

Bombardier

DK

S. Andre/P. Everett

Passengers arrived at a closed terminal. I advised that Terminal 4 is open 24hrs and that they could spend their time there to wait for their connecting flight.

"Thanks!"

---

1341

Bombardier

DK

S. Andre/P. Everett

A couple missed their Montauk train at 1:10 in the morning.

I advised them to go to the LIRR lobby and ask which train would carry them closer to their destination.

"Much appreciated!"

---

1340

Bombardier

DK

S. Andre/P. Everett

Passengers were unaware that the hotel at which they were staying did not offer 24hr shuttle service.

I advised the passengers to go to any terminal to catch a cab. I also told them to make sure they get their receipt from the cab so that the hotel can reimburse them.

"I didn't know that, thanks!"

---

1339

Bombardier

DK

S. Andre/P. Everett

A group of passengers missed the Jamaica train. They said three Howard Beach trains passed by in succession.

I advised the passenger that we need to make sure all trains are functioning properly. That is why we change our trains at Howard Beach.

"I never knew that. Thanks!"

---

1338

Bombardier

SF

E. Pierre, W. Childs, S. Brown-Richardson

A passenger arrived at Jamaica with 8 hours to spare before his next flight. He wanted to check out the city before he boarded his flight.

I instructed him to take the E train into the city. I also told him about the various sites around NYC.

"I am so glad you're here. You have been an angel to me." He then gave me a ticket to go see the Broadway musical, 'Wicked'

---

1337

Bombardier

MJ

S. Andre

A passenger was trying to get to Terminal 2/3. However, the passenger boarded the wrong train and ended up at Federal Circle. She was even more confused at this point.

I instructed her to board the next in service train on the third level and ride it for two stops. This would put her off at Terminal 2/3.

"Thank you, sir"

---

1336

Bombardier

NSL

P. Everett

A group of five female passengers were worried because they could not locate their vehicle at the Terminal 5 parking lot.

I asked them if they remembered on what level and at which block they parked their car. I then directed them to the appropriate section with additional instructions in case they still could not locate their vehicle. I told them to give the attendant their plate number for should further assistance be needed. They were able to locate their car.

"Thank you, thank you, thank you!"

---

1335

Bombardier

NSL

P. Everett

A passenger on her way to her honeymoon was lost and worried she would miss her flight. To worsen matters, she was not sure from which terminal her flight would be departing.

I first calmed her down so that she could better receive my instructions. I then directed her to Terminal 4 as her flight was with Caribbean Airlines.

"Thank you for your help. You are so kind! You are the only one who gave me proper directions. Everyone else had been giving me the run-around. Thanks again!"

---

1334

Bombardier

DP

E. Pierre, W. Childs, S. Brown-Richardson

A customs officer dropped his wallet on the track. He contacted Pat Thompson.

I communicated with my CSS E. Pierre that the customer came to pick up his property. His wallet was returned to him.

"We should continue to work together in a positive way because we are one together in our airport family."

---

1333

Bombardier

MJ

S. Andre

A passenger was trying to get to Delta Terminals 2&3. The passenger boarded the wrong train to Federal Circle.

I advised the passenger to take the next train at Federal Circle inbound two stops to the Delta terminals.

"Thank You, sir"

---

1332

Bombardier

NSL

S. Andre

A passenger realized that he had forgotten his backpack at one of the stations. I took a description of the bag. I then asked Operations if there was a missing backpack reported.

I then sent out a request for all ATAs to search for the missing backpack on all Jamaica trains. The bag was located within seconds.

The passenger was very pleased and impressed by how quickly his bag was located. He could not thank me enough. He left with a smile.

---

1331

Bombardier

DK

S. Andre/P. Everett

The passengers arrived and were unaware that the AirTrain was not running.

I advised them to take the free, courtesy shuttle bus to the airport. I apologized for the inconcevnience.

"Thanks, I wish the MTA was so helpful."

---

1330

Bombardier

DK

S. Andre/P. Everett

A large group of 32 passengers, who only spoke Spanish, thought the AirTrain was free.

I asked if they had any metrocards. I was able to consolidate the cards. I also helped them purchase a few 10-trip cards.

"Muchas Gracias, senorita!"

---

1329

Bombardier

MJ

S. Andre

A group of passengers were at Howard Beach thinking they could take the A train into Manhattan. They were unaware of the fact that the A train was out of service.

I advised them to travel via AirTrain back to Federal Circle. Once there, they could transfer to a Jamaica train. From Jamaica, they could then take the Long Island Rail Road into Penn Station where they could catch the A or E to Chambers St.

"Thank You"

---

1328

Bombardier

ND

K. Allison

A traveller was confused because he had never previously ridden the AirTrain.

I assisted him by answering all of his questions as well as by helping him get through the faregate.

"Keep on smiling. I love your service. Stay sweet. You are doing an excellent job."

---

1327

Bombardier

MS

A. Carter, K. Allison

A party of four was trying to exit through Howard Beach. They thought they could use a $50 bill to purchase $7.25 tickets to exit the system and take the subway.

I took them to the Metro news stand so they could purchase a 10-trip card since they were returning in a week. I then helped them purchase their subway cards.

He extended his hand and thanked me.

---

1326

Bombardier

MS

A. Carter, K. Allison

A passenger exited the system at Howard Beach only to quickly return realizing he had forgotten his bag. I let him back in the faregate and together we went to look for his bag.

I noticed someone standing over a bag, looking at it. The man was about to pick up the bag. However, I asked the passenger if the bag was his and he said yes. I then told the man to leave the bag alone as it was not his. The man then boarded a train.

"Thank you, he almost had my bag!"

---

1325

Bombardier

OD

P. Everett

A passenger came to JFK but was intending to go to La Guardia.

I advised him to take a taxi from Terminal 4 since he was carrying heavy luggage.

"Thank you!"

---

1324

Bombardier

MS

A passenger was trying to purchase a $5 metrocard to exit the system. He only had large bills and would not receive proper change from the machines.

I allowed him to go to the food court to change his money.

He then came back and purchased his metrocard to exit the system.

"Thank you"

---

1323

Bombardier

DA

S. Andre/P. Everett

A passenger needed to get to Terminal 3 from Terminal 8, but there were no terminal trains.

I advised her to take the next train to Federal Circle and then take the next train on the 3rd level back to Terminal 3.

"Thanks for all your help!"

---

1322

Bombardier

DA

S. Andre/P. Everett

A Spanish-speaking passenger was lost. He was trying to get to Jamaica, but was stuck on the shuttle train.

I used my Spanish-speaking skills to explain to the passenger how to get to Jamaica.

"Muchas gracias nina!"

---

1321

Bombardier

MJ

P. Everett

Passengers were on an All Terminals train trying to get to long-term parking lot B.

I advised them to disembark the train and take the train on Track 1 to Lefferts Blvd.

"Thank you!"

---

1320

Bombardier

DA

S. Andre/P. Everett

A passenger purchased a 10-trip metrocard thinking that it was valid for the AirTrain as well as the subway.

I explained to her that the card was only valid for the AirTrain. I offered the passenger an envelope if she wanted to return the card for a refund.

"Thank you very much for explaining that to me."

---

1319

Bombardier

NSL

P. Everett

A passenger left their iPhone on Train 122/210. The passenger was panicked and frustrated. I approached and calmed him down.

I reached out to all of the agents and asked them to look out for this particular train. The train and phone were located at Terminal 5.

The passenger came back to Federal Circle to express his gratitude. "Thank you, thank you! I truly appreciate all you've done!"

---

1318

Bombardier

NSL

P. Everett

A passenger was struggling on the escalator with three large pieces of luggage. They were visibly frustrated.

I helped him to the elevator at the end of the platform. I told him this would be much easier and he would not miss any trains.

"Thank you, I didn't realize that."

---

1317

Bombardier

ND

K. Allison

I assisted a passenger through the faregate.

I slid her metrocard for her while she carried her things through the gate.

"I am impressed, what excellent service!"

---

1316

Bombardier

DA

S. Andre/P. Everett

A passenger was trying to get to Jamaica, but became lost while riding the inner loop train.

I explained how the system works and made sure she boarded the correct train.

"Thank you so much!"

---

1315

Bombardier

SL

S. Andre/P. Everett

A passenger purchased a 10-trip card for 10 people and the last 6 could not exit.

I explained to her how the card worked. She then purchased another card to avoid waiting.

"Thank you!'

---

1314

Bombardier

SL

S. Andre/P. Everett

A passenger did not know how to operate the TVM.

I explained to the customer how to use the machine.

"Thank you!"

---

1313

Bombardier

SL

S. Andre/P. Everett

A passenger lost his bag on the AirTrain.

I explained to him that I would help him find his bag. I informed the operations centre of the lost bag and they then asked all AirTrain units to look for the bag. The bag was found in 10 minutes by an agent.

"Thank you"

---

1312

Bombardier

SL

S. Andre/P. Everett

A passenger mistakenly purchased a 30day metrocard for the AirTrain but was intending to purchase one for the subway.

I explained to him what the difference is and that he could mail the card in for a refund.

"Thank you"

---

1311

Bombardier

DK

S. Andre/P. Everett

Passengers did not understand the system.

I walked the passengers over to the kiosk and helped them find the directions in their own language.

"Gracias!"

---

1310

Bombardier

DK

S. Andre/P. Everett

Passengers arrived early at Terminal 7 and did not know what to do with their extra time.

I advised them to go to Terminal 4 since Terminal 7 does not open until 4am.

"That's a great help, it kills time"

---

1309

Bombardier

DK

S. Andre/P. Everett

A passenger did not know how to go about getting a refund for her AirTrain monthly card.

I told her that she should always print a receipt a proof of her purchase. I also told her to mail the card in to the MTA.

"No one ever told me that. Thanks!"

---

1308

Bombardier

DK

S. Andre/P. Everett

Passengers were having trouble finding their connecting flight on Alaska Airlines. I told her that Alaska Airlines operates out of EWR and LGA. I also added that American Airlines has a co-share flight with Alaska at Terminal 8.

"Thank you!"

---

1307

Bombardier

ND

A. Carter

A passenger did not understand why they had to pay to exit the system.

I explained that the AirTrain is not a free service and that every customer must pay for the services provided by AirTrain.

The customer left upset about having to pay.

---

1306

Bombardier

MJ

S. Andre

A group of passengers were attempting to reach Leffert's Blvd, but they were on the All Terminals train.

I advised them to take the next train to Terminal 4 so that they could transfer to a Howard Beach train.

"Thank you, sir"

---

1305

Bombardier

MJ

S. Andre

A group of passengers wanted to travel to their hotel in NJ by shuttle bus. Passengers were currently at Federal Circle and didn't know where to catch the shuttle bus.

I advised the passengers that there is no shuttle bus service to New Jersey at this time. I advised the passengers to take the next train to Jamaica, then transfer to either the E or LIRR to Penn Station. From there, I advised them that they could take the NJ Transit trains to get to where they needed to go.

"Thank you sir"

---

1304

Bombardier

JR

P. Everett

A passenger purchased the wrong travel card for his family of 8. I explained to the passenger that he had purchased the wrong card, but that he could still use the card for his family.

I then explained to him how he could be utilize the card and what his options were.

"Thank you for your assistance. You made things so clear. Now I'll know what to do next time."

---

1303

Bombardier

OD

S. Andre

A traveller forgot where he parked his car. I first advised him to check the Leffert's Blvd station. I advised him, if the area does not look familiar, to then check Howard Beach station. If he still needed assistance, I told him to check with a parking lot employee for further assistance.

"Thank you for the help"

---

1302

Bombardier

MS

V. Myrthil, A. Carter

A passenger arrived at Howard Beach to catch the A train. However, she discovered the A train was not in service. Unfortunately, she had already paid to exit the AirTrain system as well to enter the subway.

I took her to the subway clerk so she could get a voucher to enter the E subway at Jamaica. I let her back into the AirTrain system and explained to her how to get to Jamaica so she could then catch the subway and exit for free.

"Thank you!"

---

1301

Bombardier

MJ

P. Everett

A traveller was at T5/6 waiting for a hotel shuttle to pick him up.

I instructed the passenger to follow me. As we walked I explained that hotel shuttle pickups arrive and depart from Federal Circle. I advised the passenger to board the next train on track #1 to Federal Circle.

"Thank you sir"

---

1300

Bombardier

JK

V. Myrthil, A. Carter, K. Allison

A passenger had just come off of a long flight and was very tired. She was trying to get through the faregate with two large bags. The first bag made it through, however her and the second bag got caught in the arms of the gate. She began to cry.

I spoke calmly to the passenger and asked her to follow me. She was afraid her bags would be taken before she could get through to the other side of the gate. I tried to console her while we walked. I reassured her everything would be ok.

"Thank you, you're a nice lady!"

---

1299

Bombardier

SA

V. Myrthil, A. Carter, K. Allison

A traveller misplaced her black laptop bag. Initially, she thought she left her bag aboard a Jamaica train.

I made a call to Jamaica station asking the agent to check the next two arriving trains for the bag. However the bag was not found on the Jamaica trains. I then made an announcement over the radio asking all agents to check for a black laptop bag. The Howard Beach agent had the bag. I sent the passenger over to Howard Beach to retrieve their bag.

"Thank you for not giving up and for helping me out!"

---

1298

Bombardier

ND

S. Andre

I was able to save a group of passengers a lot of money by explaining to them the best ticket option for their group.

"Thank you for taking the time to assist our large group and saving us a lot of money. I wish we were given this information earlier when we were leaving."

---

1297

Bombardier

ND

K. Allison

They were being delayed at Jamaica station due to a switch problem. They were concerned that they would miss their flight. They had to let three trains pass because of the crowds.

I gave him options on what he could do in order to make his flight.

"Thank you for the information and keeping us up to date on what was happening."

---

1296

Bombardier

DK

P. Everett

A special needs passenger could not understand why his disability card wasn't working on the AirTrain.

I communicated to the passenger that he had to purchase a new $5 metrocard for the AirTrain. I also showed him where he needed to go on the AirTrain brochure.

He signed "Thank you!"

---

1295

Bombardier

JR

P. Everett

A train was stuck at the platform. The platform and train were both full of passengers. I was coming back from my trip and I was not in uniform, however I decided to help the disgruntled passengers.

I proceeded to walk up to the crowd and asked all the passengers to step away from the train doors. Once the door was clear, I started pushing the doors closed. I told the passengers to wait and see if this worked. After 30 seconds, the train moved.

All the passengers were happy and began clapping. They were calling me a hero. This shows that even outside a uniform we can still put a smile on a passengers face.

---

1294

Bombardier

JK

V. Myrthil, A. Carter, K. Allison

A passenger did not know what to do. He was clearly lost and confused.

I asked the man what I could do to help. He said he was from Brussels and this was his first trip to NYC. He said he was trying to get to Water Place. I looked up the exact address on the visitors info kiosk, then I took out a bus map and walked him over to the train map. I explained to him how to buy tickets and what trains and buses to take.

"Thank you!"

---

1293

Bombardier

MJ

P. Everett

There were only ATM machines in the Terminal areas. However, the passenger wanted to use a bank ATM machine.

I told her to proceed to Jamaica station where she could find a bank ATM machine. I also told her about the other banks located at Jamaica station.

"Thank you."

---

1292

Bombardier

MJ

P. Everett

A passenger was driving around the airport trying to find a way to get to Terminal 7.

I instructed him to drive around the Terminal 5/6 parking area and take the right lane to terminal 7.

"Thank you sir"

---

1291

Bombardier

MJ

P. Everett

She needed to travel to west 60th st in Manhattan. She wanted to travel by subway, but was concerned about her safety.

I told her that the subway was safe. I also told her she could travel by taxi.

"Thank you sir." She proceeded to the E train.

---

1290

Bombardier

MJ

P. Everett

A passenger was trying to take the B15 bus to Brooklyn, but did not know where to catch the bus.

I advised the passenger to board the next Howard Beach bound train to Lefferts Blvd in order to catch the B15 bus.

"Thank you, sir."

---

1289

Bombardier

NSL

P. Everett

A passenger left his pillow on board a train. While I was on duty in the CTA, I noticed the pillow on board train 208/203. I then notified the Operations center.

I picked up the pillow and realized that someone would probably come looking for it. I took the pillow to terminal 5 and tagged it. A passenger then came to Terminal 5 looking for his pillow. He was very happy that I had recovered his pillow.

"Thank you, I didn't think I would find it. Thanks again. Good day."

---

1288

Bombardier

NSL

S. Andre

A passenger came looking for her bag. I requested a brief hold of the train at Jamaica so I could search. I then contacted Operations to let them know that two non-English speakers left their bag on a shuttle bus.

The bag was found and in the hands of a bus dispatcher. I requested CSS 166 meet with the passengers due to the language barrier. The passengers received their bags upon arrival at Federal Circle.

They said, "Thank you so much for helping us. All our documents were in that bag. Thank you again. God bless you!!"

---

1287

Bombardier

NSL

S. Andre

I found a cell phone and a credit card on the floor at Jamaica station.

Approximately 30 minutes later, a passenger came running through Jamaica station looking for her cell phone not realizing she also dropped her credit card.

She approached me and asked if I had seen a phone. I presented the phone as well as the credit card to her.

She gave me a big hug and said, "Thank you! You don't know how you just saved me. All of my work is in this phone and I didn't even know I dropped my bank card. Thanks again!!"

---

1286

Bombardier

MS

V. Myrthil, A. Carter

A passenger had been stuck in the airport due to the hurricane. He arrived at Jamaica station on his way home and requested to be let out without paying the $5.00 fare.

I told him that is not out policy. He became more upset. Eventually, I used the last trip on a 10-trip card to let him out.

He thanked me and apologized for being upset.

---

1285

Bombardier

MS

V. Myrthil, A. Carter

Her daughter left her bag containing an iPod and other electronics on a Jamaica train.

I contacted an agent stationed at Federal Circle to check the incoming train. Fortunately the bag was recovered. I then sent the woman and her daughter to collect their bag.

In tears, the daughter hugged me and said, "Thank You!"

---

1284

Bombardier

DK

P. Everett

A traveller was trying to get to Willets Point. However, he did not understand the subway maps.

I advised the passenger to take the E train to Jackson heights and then switch to the 7 train out to Mets-Willets Point.

"Thank you, this is my first time in NYC."

---

1283

Bombardier

EH

S. Andre/P. Everett

The innerloop train was not at full service; it was not stopping at 1TI and 2TI.

I advised the passenger that they could take the innerloop to Federal Circle and transfer or simply walk across the parking lot to T1.

"Thank you!" He decided to walk because he was in a hurry.

---

1282

Bombardier

DK

S. Andre/P. Everett

Passengers were trying to go to Jamaica, but ended up in Howard Beach.

I made the passengers aware of the directional signs about the platform doors. I showed them how to differentiate between trains.

"Thank You!"

---

1281

Bombardier

DK

S. Andre/P. Everett

Passengers didn't know about the shutdown. I informed them that it was due to Delta construction at Terminal 4 and that they could catch one of the free shuttle buses to their destination.

"I am glad you are here to let me know what I had to do."

---

1280

Bombardier

DK

P. Everett

Passengers were unaware of the fact that children 4 and up had to pay to ride the AirTrain.

I handed her a brochure and showed her where it states the metrocard fees.

"I would have never known."

---

1279

Bombardier

DK

S. Andre/P. Everett

A family was trying to find the JetBlue arrivals to pick up their family member flying in from the Dominican Republic.

I advised them that international flights with JetBlue arrive at Terminal 4 in order to clear customs.

"Muchas Gracias!"

---

1278

Bombardier

CC

V. Myrthil

A traveller did not understand why there was a $5 fee for entering and exiting the AirTrain System at Jamaica and Howard Beach.

I reminded her of the ease and convenience offered by the AirTrain system as a way of travelling into Manhattan. I then added that if she was to take a taxi from JFK to Manhattan it would cost her much more money.

She agreed that I was right about the economical benefit and wished me a nice day.

---

1277

Bombardier

CC

V. Myrthil

A passenger realized at Terminal 8 that she forgot her suitcase at Terminal 7.

I contacted the agent covering Terminal 5 and asked her to board the outer loop train to Terminal 7 to look for the suitcase. Fortunately, the suitcase was still there. I then advised the passenger to take the train back to Terminal 5 to retrieve suitcase.

She thanked me for helping her retrieve her suitcase. She also complimented the fast communication of the AirTrain agents at JFK!

---

1276

Bombardier

CC

V. Myrthil

An airport worker in a wheelchair was trying to figure out the best way to get in and out of the airport.

I advised him to utilize the shuttle buses. I also explained to him the times and locations of the buses.

He thanked me for the information and said, "the shuttle bus service might not be so bad after all."

---

1275

Bombardier

CC

V. Myrthil

A traveller lost her purse containing her passport, credit cards and cash. She informed me that she was on a Jamaica-bound train.

I sent a transmission to all ATUs to search all trains for a black leather purse. I checked all trains along with the passenger. I suggested she file a police report so it would be easier for her to go to the consulate and obtain a new passport. I also gave her a lost and found brochure.

She appreciated my advice and thanked me for my help.

---

1274

Bombardier

CC

A. Carter

A traveller missed her flight and had been travelling between Terminals 4,5 & 8. She had been given bad information from airport employees.

I apologized for the fact that she had missed her flight and had been given bad information. I suggested that she wait in Terminal 4 to catch the next flight to her destination. I also showed her to to read the maps so she would know where the airlines were located.

"Thank you for caring!"

---

1273

Bombardier

CC

A. Carter

Travellers ended up at Jamaica instead of their intended destination of Howard Beach. They had been waiting for quite some time for a shuttle bus to Federal Circle.

I empathized with the fact that they were fatigued and offered them a faster, more comfortable way of getting to Bay Ridge, Brooklyn. I showed them a map and advised them to take the LIRR.
"Thank you so much!"

---

1272

Bombardier

OD

P. Everett

A passenger was given misinformation in regards to which terminal the Santo Domingo arrivals would be coming. He was told to proceed to Terminal 5.

However, I instructed to him to proceed to Terminal 4.

"Thank you."

---

1271

Bombardier

A. Tan

S. Andre

A passenger came to me and said her flight was leaving in 25 minutes. She was in a hurry.

I advised her on the quickest way to get to her terminal.

"Thanks!"

---

1270

Bombardier

JR

E. Pierre, W. Childs

A passenger was riding around in circles on the all terminals train for 20 minutes. She was trying to get to Howard Beach.

I started off by apologizing as she was given bad directions by another airport employee. I then explained how to differentiate between the trains as well as how to read the monitors. Unfortunately she still did not understand.

I was covering Terminals 1&8 so I went ahead and took her to Terminal 8. I then directed her onto the Howard Beach train.

"Thank you so much for all your help!". She also apologized for having previously yelled at me.

---

1269

Bombardier

CW

V. Myrthil, A. Carter, K. Allison

She left her bag on a Howard Beach train en route to Lefferts Blvd.

I advised the ATAs at the next station to check the arriving train for a black bag.

The bag was retrieved. I advised the passenger to take the next train to go claim her bag.

"Thank you so much for helping me find my bag!"

---

1268

Bombardier

CW

V. Myrthil, A. Carter, K. Allison

She did not know how to get to her hotel in Manhattan.

She gave me the address and with that I was able to give her better directions.

"Thank you for helping me find my hotel"

---

1267

Bombardier

ND

V. Myrthil

A family was on their way to a funeral and needed directions. I gave them directions and a map.

"You are such an angel, thank you for helping my family."

---

1266

Bombardier

JK

V. Myrthil, A. Carter, K. Allison

A traveller had a layover and wanted to make a quick trip to Bayside. She was intending to visit her great uncle at a nursing home; he was unable to attend the grandmother's funeral.

She gave me the address to the nursing home and I gave her directions and a bus map. I also advised her on the best location to catch the bus.

As she hugged me she said, "Thank you, my uncle and the other patients will be happy to see me! I can play music for them!"

---

1265

Bombardier

DK

S. Andre/P. Everett

Passengers did not understand the information on the information kiosk.
Using the kiosk, I showed them where their airline was located.
"I don't know what I would've done without you!"

---

1264

Bombardier

JK

V. Myrthil, A. Carter, K. Allison

Travellers were confused as to how to get to Long Term Parking. They boarded the wrong train which took them to Jamaica.
Using an AirTrain map, I explained to them the proper way to get to Long Term Parking.
"Thanks, I'm glad I asked you or else I would have boarded the wrong train again and still be riding around in circles."

---

1263

Bombardier

MJ

S. Andre

A traveller wanted to travel to 42nd street in Manhattan, however he did not know how to get there from Terminal 4.

I advised him to take the next Jamaica-bound train. Once there at Jamaica, he could take the E train to 42nd st Manhattan.

"Thank You!"

---

1262

Bombardier

MJ

S. Andre

Passengers arrived at Federal Circle en route to building 14. I told them to proceed to the ground level and exit out the rear of the station. There they would be able to catch a shuttle bus to building 14.

---

1261

Bombardier

MJ

S. Andre

Travellers wanted to travel to Jamaica, but the AirTrain was not operating.I advised the travellers to take a shuttle bus to Federal Circle and then board the Jamaica-bound train to Jamaica Station.

"Thank you."

---

1260

Bombardier

MJ

S. Andre

A traveller's flight was cancelled and as a result he was given a voucher for the JFK Inn hotel. However, the traveller was not made aware of where to go to catch the bus.

I advised the traveller to board the next train to Federal Circle and then to proceed to the ground floor to catch the shuttle bus.
"Thank you, sir!"

---

1259

Bombardier

JK

V. Myrthil, A. Carter

Travellers almost purchased the wrong type of LIRR tickets. I took the time to explain to them all of their options as well as assisted them when they were exiting the gate.

"Thank you, you're wonderful. You don't hear that often do you? You should. You should be doing a commercial for the company.

---

1258

Bombardier

ND

A. Carter

Travellers were new to the NYC area and did not know what cards to purchase.

I gave them an overview of the system as well as helped them purchase their tickets. I also explained how to get around NYC.

"I love this VIP service. It can't get any better than this!"

---

1257

Bombardier

ND

A. Carter

Travellers were upset about the delays due to a fire on one of the trains. I allowed them to enter and exit the system as well as kept them informed of the the status of the situation.

Thank you for making us laugh and keeping us aware of what was going on.

---

1256

Bombardier

JK

V. Myrthil, A. Carter, K. Allison

A group of travellers did not know how to purchase tickets. They were visibly frustrated.

I listened to and answered every question they had.

"Thank you, we could not have done it without you! Would you like to come to Manhattan with us?"

---

1255

Bombardier

MS

V. Myrthil, A. Carter

A Japanese woman was trying to get to the hotels from HB. She spoke very little English and was clearly confused.

I walked with her to the platform and put her on the correct train.

I called my coworker at FC and asked him to meet the train at FCI. I wanted him to make sure the woman boarded a Jamaica bound train since the hotels there are cheaper.

My co-worker met with her and helped her to her destination.

The woman thoroughly expressed her gratitude.

---

1254

Bombardier

MS

V. Myrthil, A. Carter

A co-worker suggested she buy a 10-trip card. After the purchase, the passenger realized she did not need 10-trips. After observing this exchange, I stepped in.

I listened to both sides of the situation. I explained to her that since the card was already purchased, I could not do much for her. However, I managed to get half of her money back for her.

"Thank you, I just wanted your co-worker to understand I did not need 10 trips on the AirTrain."

---

1253

Bombardier

CC

W. Childs

A non-English speaking passenger did not know his way around. I showed him the information display and tried to communicate directions to him. I believe he understood me.

He smiled and bowed.

---

1252

Bombardier

DK

S. Andre/P. Everett

Travellers did not understand how the system worked. They were at Federal Circle and were confused by the announcements.

I explained the passenger how the system works including the color coding system.

"Thank you! Now I will try to read before jumping on any train."

---

1251

Bombardier

DK

S. Andre/P. Everett

A traveller only had a $20 bill and did not know how to purchase a ticket to exit the system.
I showed the passenger how to use the TVM and how to use to purchase multiple tickets in one transaction.
"Thank you for being here to assist."

---

1250

Bombardier

ND

A. Carter

I assisted a family with locating their bags and buying tickets. I also assisted by giving them directions.

"This is wonderful VIP service! I am liking NYC already!"

---

1249

Bombardier

ND

A. Carter

A woman claimed she was not informed that she had to pay $5 to ride the AirTrain.
I showed her the brochure and explained to her alternative ways to travel to the airport.
The customer left upset saying that this was not right.

---

1248

Bombardier

NSL

P. Everett

A handicapped man did not have enough money to exit the system. We had to communicate using a pen and paper. He explained that he had spent $5 to enter the system. He spent another few dollars while waiting for his party to arrive(they never arrived) and was only left with a $1.

I let him exit the system.

"Thank You!"

---

1247

Bombardier

NSL

E. Pierre

A young man had arrived from Phoenix and was unfamiliar with the NYC subway system. He had no money to exit the system or to buy an MTA metrocard. He was on his way to a shelter.

I reached out to an MTA clerk and explained the situation. She extended a courtesy to the young man.

He became emotional and gave me a big hug!

---

1246

Bombardier

JR

S. Andre

Passengers travelling from Africa did not know where to find lodging for the night in order to see a bit of the city, before leaving for Florida the next day.
I assisted the travellers in finding a place to stay as well as a way to travel to Florida. I ended up helping them get Amtrak passes.

"You are an amazing woman. God has placed you here for us, otherwise we would have missed our stay at the resort for our 20 year anniversary."

---

1245

Bombardier

JR

S. Andre

A couple had a 6:20am flight. They had no travel money on them. They used their last bit of expendable money to pay for this trip.
I did not want them to miss their flight. They had not travelled in almost 20 years. I used my metrocard to swipe both of them into the system.

"Thank you for having a heart. God bless you!"

---

1244

Bombardier

MJ

S. Andre

A passenger had a flight scheduled to leave from T4. However, he was instructed to first proceed to baggage claim to collect his belongings. The passenger, being unfamiliar with the airport, needed assistance.

I advised him to take the next train to T2/3 in order to collect his bags and then to proceed to T4.

"Thank You!"

---

1243

Bombardier

SA

V. Myrthil, A. Carter, K. Allison

A passenger dropped his sunglasses on the tracks when exiting the train at T7.

I asked the passenger where he exactly he dropped the glasses. He added that they had sentimental value as he had received them as a gift.

I got a clearance to access and retrieved the sun glasses.

"Thank you so much!"

---

1242

Bombardier

SA

V. Myrthil, A. Carter, K. Allison

A group of travellers at Lefferts Blvd had lost their car keys. I was dispatched by operations to assist in their search efforts.

The passengers were visibly upset and unhappy. I was very understanding and helped defuse the situation. I provided them with helpful lost and found information.

"Thank You"

---

1241

Bombardier

CW

V. Myrthil, A. Carter

A traveller did not know how to get to her hotel in Manhattan. I asked if she had an address so I could assist her. I showed her on the map how to get to her hotel.

"Thank you for helping me!"

---

1240

Bombardier

CW

V. Myrthil, A. Carter

A passenger left their briefcase on the Howard Beach Train.

I sent out a transmission advising all agents to check all Howard Beach trains for a black briefcase. An AirTrain unit covering T8 responded and said he was in possession of the briefcase. I sent the passenger to T8.

"Thank you so much for helping me find my briefcase!"

---

1239

Bombardier

MJ

S. Andre

A passenger's flight was cancelled. She was given a voucher for the JFK International Hotel. However, the passenger did not know where to catch the shuttle bus.

I advised her to first proceed to the 1st floor where she could call the hotel and then exit to the left of the station where she could wait for the shuttle.

"Thank you sir!"

---

1238

Bombardier

MJ

S. Andre

A group of travellers was trying to get to the west side of Manhattan. However they were waiting at Federal Circle thinking they could catch a yellow cab there.

I instructed the travellers to take the train to T4 to catch a yellow cab. I also added that, as a cheaper alternative, they could take the train to Jamaica and transfer to the E train to the west side.

"Thank you sir!" ...they proceeded to Jamaica to take the E train.

---

1237

Bombardier

MJ

S. Andre

A non-English speaking traveller was trying to get to Brooklyn. He needed to board the B15 bus, but did not know how to get to the appropriate bus stop.
I asked the workers at Capital Cleaners to translate my directions for the passenger. I told him to have the traveller board the next innerloop train to T4. Once there he can take the B15 bus.

"Thank you!"

---

1236

Bombardier

AE

V. Myrthil, A. Carter, K. Allison

A passenger left their bag on a train at Federal Circle. He was panicking because his bag contained his IDs. I assured him that everything would be ok. I contacted the other agents and made them aware of the missing bag.

The passenger's bag was located at the T4 platform. He was very happy and very pleased with the search and recover process we have in place.

---

1235

Bombardier

NSL

P. Everett

All the trains were using only one track from T1 to T7. A passenger was confused and did not know what train to board. I explained to her why all the trains were on one track and which train she should board.
She was very thankful for my help, but stated that the signs should be more people friendly.

---

1234

Bombardier

NSL

S. Andre/P. Everett

I received a call about a passenger who had lost their luggage. I encountered the passenger and asked her a few questions so that I could get an accurate timeline of events. I then suggested she check the shuttle bus on which she had travelled earlier. Sure enough, she found her bag on the shuttle bus.
"Thank you so much!"

---

1233

Bombardier

N. Davis

W. Childs

I assisted a group of female senior citizens in buying their tickets and travelling around the system.

"Glad that you are here to help us. What a wonderful job!"

---

1232

Bombardier

DK

S. Andre

Due to delays at Terminal 5, all trains were proceeding on one single track. I advised the confused passengers on how the system works.

They were very thankful for my explanation.

---

1231

Bombardier

DK

S. Andre/P. Everett

Passengers did not understand how to use the TVM. I showed them how to use the machines as well as instructed them on how to travel via subway.
"Thank you for being here to help. I truly appreciate the time and patience you have."

---

1230

Bombardier

CC

K. Allison

A passenger forgot his backpack on a Howard Beach train. I contacted all AirTrain units and asked them to search all trains for the backpack. We did not find the bag, so I instructed him to contact lost and found as well as let him out for free

---

1229

Bombardier

CC

K. Allison

A passenger was upset because she kept getting lost in the AirTrain system. I apologized for the inconvenience and explained to her how the system works. I took the extra step of contacting the Operations centre to get the ETA of the Jamaica bound train. I made sure she boarded the correct train.
She thanked me for explaining the system and for being so helpful.

---

1228

Bombardier

CC

K. Allison

A traveller was upset because her flight got delayed which resulted in her missing her connecting flight to Australia. The next flight would not be leaving until the following morning.
I advised her that she could take the AirTrain to Jamaica and catch the LIRR into Manhattan to check out the city while she waited.
She was very excited about being able to tour NYC.

---

1227

Bombardier

OD

S. Andre

A passenger missed the last LIRR train to Atlantic Terminal Brooklyn. I advised her to take a taxi as it was very late at night.

"Thank You"

---

1226

Bombardier

MS

V. Myrthil

A passenger did not know how to get to Terminal 4. I walked her to the platform and waited with her. While we waited, I explained to her how the system works and how many stops she would pass until she reached Terminal 4.

The train came and she said, "Thank you, God bless you!"

---

1225

Bombardier

JR

P. Everett

A group of 4 purchased a ten-trip card thinking it would work for the AirTrain and Subway. I then spotted a group of 6 and asked if they would be returning. They stated yes, so I gave them the other family's card and they paid money to the other family in return. The group of 4 was able to purchase the appropriate tickets.

"Thank you, you are a quick thinker!"

---

1224

Bombardier

JR

P. Everett

A traveler was upset because she left her travel documents on-board a subway car. I immediately sought the necessary help to track down her documents.
Her documents were located and brought back to her.

"Mrs, you are very kind. You made me feel comfortable. God bless you!"

---

1223

Bombardier

MS

V. Myrthil

A traveller needed to buy a card to pass through the faregate, but only had Euros. He needed to go exchange his money at the terminals. I allowed him to pass through. As agreed, the passenger returned and paid his fare as well as offered me a tip. I declined the tip and continued to assist him in purchasing his train tickets for the LIRR.

The passenger was very pleased with the outstanding service!

---

1222

Bombardier

DA

S. Andre

A traveller was trying to go to Flushing, but did not know how to get there. I wrote down directions for her and set her off in the right direction.

The traveller was very appreciative!

---

1221

Bombardier

AT

S. Andre

A passenger was frustrated because her flight was cancelled and all the hotels were full.
I helped her by finding alternative hotels in the area.

"Thank you so much!"

---

1220

Bombardier

AT

P. Everett

A passenger dropped their car keys on the AirTrain tracks. I retrieved the keys for the passenger.

"Thanks!"

---

1219

Bombardier

AT

P. Everett

A non-English speaking traveller missed her connecting flight. I used visual aides and gestures to help explain to her the next steps to take.

She smiled and expressed her gratitude.

---

1218

Bombardier

AT

P. Everett

A traveller left their laptop bag on one of the trains. I advised the other agents to search all trains for the laptop bag.
The bag was located within five minutes.

The customer left very happy.

---

1217

Bombardier

SL

S. Andre/P. Everett

A traveller purchased a monthly AirTrain card thinking it would work on the subway.
I explained to the customer that he would have to send the card to the MTA to receive a refund.

"Thank you"

---

1216

Bombardier

SL

S. Andre/P. Everett

A passenger purchased a 10-trip AirTrain card for 10 people. I explained to her how the card works including having to wait 18 minutes after four consecutive swipes.

"Thank you for explaining how the 10-trip card works!"

---

1215

Bombardier

SL

S. Andre/P. Everett

A passenger lost her bag on one of the trains, but couldn't remember which train. I advised all ATAs to search the trains for her bag.
Her bag was eventually located.

"Thank you very much!"

---

1214

Bombardier

SL

S. Andre/P. Everett

A traveller exited the system at the wrong station. I let her back in and instructed her on how to get to the LIRR. I told her to contact a Jamaica agent to confirm her arrival and exit of the system.

"Thank you so much!"

---

1213

Bombardier

NSL

P. Everett/S. Andre

I received a transmission from the operations center that a passenger had lost their bag on a train.

I advised my coworker that I would be going to search the next arriving train. Within five minutes, I located the bag on the train.

I advised operations to send the customer to my location so that they can reclaim their bag.

The customer was very pleased and happy with the quick and professional service.

---

1212

Bombardier

JK

V. Myrthil/A. Carter/K. Allison

A passenger's credit card did not work. He needed to use cash instead, but did not know how to insert his money.

I showed him how to insert his bills and how to select the correct options.

"Thank you, I work for Delta customer service and it feels good to have someone helping me with excellent service."

---

1211

Bombardier

JK

V. Myrthil/A. Carter/K. Allison

Travelers from Ireland did not know how to purchase round trip tickets on the LIRR; it was their first time in NYC.

I assisted them in purchasing their tickets and sent them on their way.

"Thank you, you have a good Irish name Ms. Kelley. This is a bit confusing and we could not have done it without you!"

---

1210

Bombardier

NSL

P. Everett

A passenger had no means to pay for his ride on the AirTrain. He had already received a courtesy pass and was not allowed a second one. The passenger became upset and requested to speak to my supervisor.

My supervisor explained the rules to him. He agreed and understood, although he was still a bit upset.

---

1209

Bombardier

NSL

P. Everett

A became lost and confused while riding the Howard Beach train. She missed her stop and Federal Circle.

I tried to catch her before she boarded the wrong train, but it was too late. I went upstairs and waited for her to return. I set her in the right direction and she was happy.

"Thank you so much!"

---

1208

Bombardier

MJ

S. Andre

A passenger arrived at Howard Beach, but needed to take the LIRR from Jamaica. The passenger, was confused and did not know how to get to Jamaica.
I advised the passenger to take a Howard Beach train to Federal Circle, then transfer, upstairs, to a Jamaica-bound train.
"Thank you so much!"

---

1207

Bombardier

OD

S. Andre

Two travelers were in a hurry and had been given misinformation in regards to the location of Delta Airlines. They were sent to Terminal 5.
I advised them to take the inner loop to Terminal 3.

"Thank You!"

---

1206

Bombardier

ND

V. Myrthil

Passengers were travelling to NYC for the first time and needed assistance in understanding the city.
I gave them a subway map and explained how to travel about the city. I then assisted them in purchasing metrocards for the AirTrain and the subway.
They thanked me for my help and commented,"Mrs. Davis you are a doll! Have a pleasant day!"

---

1205

Bombardier

ND

A. Carter

A passenger did not know how to use the TVM. I explained to them how to use the TVM as well as the best purchasing option for their two week stay.
The passeneger thanked me and added, "You speak good Spanish. Anytime you come to Puerto Rico I would love to show you around for being so helpful to me and my husband!"

---

1204

Bombardier

EH

P. Everett/S. Andre/LT Johnson

The innerloop track was closed and a passenger needed to get to Terminal 4 to catch a bus.
I advised the traveler to head to Lefferts blvd and catch the bus from there.

The passenger left happy and saying, "Thank you very, very much!"

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