A passenger commented that the trains were not giving the proper announcements. I stepped aboard the train to verify the information. I then contacted operations and reset the passenger information unit after receiving permission. The passengers were very thankful.
Entry Num:
1202
Company:
Bombardier
Employee:
CW
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
A traveler did not know how to get to her hotel in Manhattan. I asked her if she had an address so that I could assist her. She gave me the address and I showed her, using a subway map, how to get to her destination.
"Thank you for helping me find my hotel!"
Entry Num:
1201
Company:
Bombardier
Employee:
CW
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
A passenger left their briefcase on a Howard Beach train. I sent out a transmission advising all agents to search all Howard Beach trains for a black briefcase. The briefcase was recovered at Terminal 8 by an AirTrain agent. I directed the passenger to Terminal 8 to collect his briefcase. The passenger left saying, "Thank you so much!"
Entry Num:
1200
Company:
Bombardier
Employee:
JL
Name:
V. Myrthil
Comments:
A traveler inserted a $50 bill into the TVM. They did not read the part of the screen that stated the maximum change is $6. The passenger became very upset. I informed them of their options in regards to obtaining a refund for the card. The customer left saying that I had been very helpful.
Entry Num:
1199
Company:
Bombardier
Employee:
DK
Name:
P. Everett
Comments:
A passenger was upset about the trains being held up. I explained to the passenger that this was due to police activity on the train. I apologized for any inconvenience this caused the passenger. He then thanked me and added, "I'm happy that you're here to let me know what's taking place so I don't get frustrated."
Entry Num:
1198
Company:
Bombardier
Employee:
DK
Name:
P. Everett
Comments:
A group of passengers could not understand why they kept going to Howard Beach when they needed to go to Jamaica. I told the passenger to observe the signs before boarding the train. The passengers then apologized for holding the train doors while trying to figure out which train was the Howard Beach train. They also promised to look before boarding the trains from now on.
Entry Num:
1197
Company:
Bombardier
Employee:
ND
Name:
V. Myrthil
Comments:
Some travelers were very happy that all the AirTrain employees were very happy with the help they had been receiving. I personally helped them through the faregate by inserting their metrocard for them. They were very, very thankful for the help and added,"We would have never gotten through if you guys were not here. Thank you!"
Entry Num:
1196
Company:
Bombardier
Employee:
ND
Name:
V. Myrthil
Comments:
A traveler dropped their wallet on the platform. I found the wallet and searched for the [assenger that dropped it. I found the passenger, and she was VERY thankful! "My trip would have been ruined without my wallet.
Entry Num:
1195
Company:
Bombardier
Employee:
ND
Name:
W. Childs
Comments:
A customer needed help purchasing the most cost-efficient metrocards for their large party. I explained the different types of cards and suggested what I thought would work best for their big group. The customer said, "Thank you very much for being so kind and saving us a lot of money.
Entry Num:
1194
Company:
Bombardier
Employee:
JR
Name:
E. Pierre/W. Childs
Comments:
A passenger had just come off of an international flight at Terminal 1 and had a connecting flight at Terminal 4. She was frustrated because she felt like people had been giving her improper directions. I apologized for the confusion and then escorted her from Terminal 1 to Terminal 4. The passenger was very pleased and said, "Thank you so much for your kindness. I know you didn't have to do that."
Entry Num:
1193
Company:
Bombardier
Employee:
HE
Name:
P. Everett/S. Andre
Comments:
A passenger lost his Wallet on the MTA side and was jumping the faregate to enter and exit the system. He became angry and started cursing at an AirTrain agent who tried to stop him. I pulled the customer aside and, in a calm voice, told him that we are sorry about his wallet being lost and that we will do everything we can to try and find it. The customer calmed down and added, "I apologize for my behavior."
Entry Num:
1192
Company:
Bombardier
Employee:
HE
Name:
P. Everett/S. Andre
Comments:
A passenger needed to catch his flight, but there was a reduction in process during which three consecutive trains had been taken out of service at Howard Beach. I apologized to the passenger and directed his attention to the are of the brochure that explained the peak and off-peak hours. The passenger said, "OK I hear you, but not everyone has time to read brochures, thanks anyway for the info!"
Entry Num:
1191
Company:
Bombardier
Employee:
HE
Name:
P. Everett/S. Andre
Comments:
A passenger commented that the TVM displayed a cash only warning. Unfortunately, he came with only a credit card in hand. I explained to him that the TVMs work off of the Verizon network and that they are programmed to shut down every weekend anywhere from 30 minutes to an hour. I advised him to wait a bit and try again. After my explanation, the passenger said, "I understand, thank you for explaining."
Entry Num:
1190
Company:
Bombardier
Employee:
HE
Name:
P. Everett/S. Andre
Comments:
A passenger boarded the wrong train in an attempt to travel to Howard Beach. I explained to him that he probably became confused due to the fact that there was maintenance work in progress which caused the trains to be rerouted. I pointed him in the right direction and the passenger left saying, "Thank you sir for taking the time to explain everything."
Entry Num:
1189
Company:
Bombardier
Employee:
AT
Name:
S. Andre
Comments:
A passenger dropped his eyeglasses in the guideway and had a flight to catch in an hour. I quickly contacted the operations center and made them aware of the situation. We were able to retrieve the glasses in 5 minutes. The passenger was extremely thankful and added that AirTrain is very professional.
Entry Num:
1188
Company:
Bombardier
Employee:
AT
Name:
S. Andre
Comments:
A passenger lost his wallet on one of the trains. I assisted the passenger in searching for his wallet. Fifteen minutes later, we found his wallet on a Jamaica-bound train.
"Thank you so, so much!"
Entry Num:
1187
Company:
Bombardier
Employee:
DA
Name:
S. Andre
Comments:
A traveler missed her connecting flight to Boston. She needed to arrive in Boston by a certain time and wanted to know the fastest way to get there. I advised he to take the Jamaica-bound train to Jamaica and then transfer to the LIRR headed toward Penn Station. Finally, I added that she could take an Amtrak train from Penn Station to Boston. The customer left saying, "Thank you so much for all your helpful information!"
Entry Num:
1186
Company:
Bombardier
Employee:
MJ
Name:
S. Andre
Comments:
A group of passengers' flight to Seattle had been cancelled. The passengers wanted to get to Newark in a hurry to catch the next flight from there to Seattle. I advised the passengers to take the AirTrain to Jamaica, then take the LIRR to Penn Station and finally transfer to the NJ Transit system train that was heading toward the airport. I added that this is th e most cost efficient way. The passengers left very happy and thankful!
Entry Num:
1185
Company:
Bombardier
Employee:
NSL
Name:
P. Everett/S. Andre
Comments:
A passenger left his passport on the A train. He came to me for help, but struggled to explain the situation due to a language barrier. I contacted the Howard Beach subway clerk to to inquire about the missing passport. Fortunately, the passport had been turned in at Far Rockaway. I sent the passenger to retrieve his passport. The passenger returned thanking me for saving his trip and for getting him to his flight on time.
Entry Num:
1184
Company:
Bombardier
Employee:
EH
Name:
P. Everett/S. Andre
Comments:
A passenger commented that there were three Howard Beach trains that had come through the station, but now Jamaica trains. I explained to him that those three trains were being taken out of service and provided and ETA for the Jamaica train. The traveler thanked me, but added that three trains should not be taken out of service at once.
Entry Num:
1183
Company:
Bombardier
Employee:
DA
Name:
S. Andre
Comments:
A traveler had arrived at Terminal 5. She needed to get to Brooklyn in a hurry, but was unsure what trains to take.
I advised her to take the Howard Beach train. However, the customer boarded the Jamaica train. I boarded behind her and escorted her off the train. I instructed her that this was not the correct train. I waited with her until the Howard Beach train arrived.
She thanked me for my help.
Entry Num:
1182
Company:
Bombardier
Employee:
DA
Name:
S. Andre
Comments:
A passenger's son left his backpack on a train. The passenger was able to recall the train number(112). I contacted operations to locate the position of train 112. I stayed with the passenger until we were able to retrieve the backpack.
"Thank you very much for your help, miss!"
Entry Num:
1181
Company:
Bombardier
Employee:
DA
Name:
S. Andre
Comments:
A husband and wife became lost and ended up travelling around in circles on the inner loop. I advised them to stay on the train until Terminal 8 and then to switch to the Jamaica train.
They thanked me for my help.
Entry Num:
1180
Company:
Bombardier
Employee:
SL
Name:
P. Everett/S. Andre
Comments:
A passenger did not know how to insert their card into the faregate resulting in the card becoming stuck in the receptor. I retrieved the card from the faregate and instructed the customer on the proper way to indert the card.
The customer thanked me for my assistance.
Entry Num:
1179
Company:
Bombardier
Employee:
SL
Name:
P. Everett/S. Andre
Comments:
A passenger needed help purchasing a ten-trip metrocard. I assisted the passenger in selecting the appropriate options.
"Thank you"
Entry Num:
1178
Company:
Bombardier
Employee:
SL
Name:
P. Everett/S. Andre
Comments:
A passenger lost their bag on the AirTrain which contained their passport.
I informed the Operations center of the missing bag. The Operations center put out an announcement and the missing bag was quickly recovered by an ATA at Federal Circle. I directed the passenger to FC to retrieve his bag.
The passenger was very thankful for my help.
Entry Num:
1177
Company:
Bombardier
Employee:
SL
Name:
P. Everett/S. Andre
Comments:
A passenger who spoke very little English needed help purchasing a metrocard for the AirTrain and Subway. He explained that he would be staying for a week and would be frequenting the subway system.
I advised the passenger to purchase a $5.00 metrocard to exit the AirTrain system. I then suggested he buy a weekly pass for the buses and subways.
The passenger left saying, "Thank You very much!"
Entry Num:
1176
Company:
Bombardier
Employee:
EH
Name:
P. Everett/S. Andre/LT Johnson
Comments:
A passenger was upset that the machines would not dispense change for a $20 bill. After asking passengers if they had change for his bill, I took down his information and allowed him to go through the faregate.
"Thank you so much!"
Entry Num:
1175
Company:
Bombardier
Employee:
EH
Name:
P. Everett/S. Andre/LT Johnson
Comments:
A traveler was worried that she wouldn't make it in time to catch her LIRR train. I instructed her to take the inner loop from Terminal 1 to Terminal 8 to avoid riding around the entire system.
She thanked me and went on her way.
Entry Num:
1174
Company:
Bombardier
Employee:
NSL
Name:
P. Everett/S. Andre
Comments:
A passenger was seperated from his party. To complicate matters, there was a language barrier between me and the passenger.
I calmed the passenger down and requested Operations put out an announcement. His party had arrived at Jamaica station so I directed him there to continue his search.
He said, "Thank you, I'm sure I will find them there at Jamaica Station."
Entry Num:
1173
Company:
Bombardier
Employee:
JR
Name:
P. Everett
Comments:
A traveler had experienced double delays during her travel. Her subway was stopped by the NYPD and then she was delayed at Jamaica station because she did not have enough change to enter the station.
I apologized for the delays and instructed her on how the various metrocard options.
She thanked me and was on her way
Entry Num:
1172
Company:
Bombardier
Employee:
JR
Name:
P. Everett
Comments:
A passenger lost his wallet and cell phone during his travels and was left without any money.
I allowed him to use my personal phone to contact his bank so that he could put a stop on his cards. I then let him out of the faregate for free as well as advised him to locate a member of NYPD in order to be allowed onto the subway.
The traveler left thanking me and adding, "I love new yorkers!"
Entry Num:
1171
Company:
Bombardier
Employee:
MJ
Name:
P. Everett
Comments:
A traveler needed to transfer money from one account to another in order to rent a car. However, the passenger could not locate an ATM at Federal Circle.
I advised the traveler to take the next Jamaica-bound train from Federal Circle to Jamaica station. I explained to the customer where an ATM machine was located at Jamaica as well as banks located in the area.
The traveler left saying, "Thank you, sir!"
Entry Num:
1170
Company:
Bombardier
Employee:
JR
Name:
P. Everett
Comments:
A passenger who spoke very little English became separated from his wife.
I drafted the assistance of another ATA who spoke Spanish and together we put out an announcement to find his wife.
The passenger's wife was located and we directed him to her location.
The passenger left very appreciative.
Entry Num:
1169
Company:
Bombardier
Employee:
NSL
Name:
P. Everett/S. Andre
Comments:
A traveler was unsure as to how to arrive at Jamaica station.
I took the time to explain to the traveler how the entire system works so that the traveler would not only know how to get to Jamaica, but to any other destination in the AirTrain circuit. I then escorted the traveler to a Jamaica-bound train.
The passenger thanked me for my time and explanation.
Entry Num:
1168
Company:
Bombardier
Employee:
MS
Name:
V. Myrthil
Comments:
A passenger was trying to buy a $5 metrocard. He inserted his $20 bill and pressed 'yes' when asked if he wanted to purchase a $20 metrocard.
I then explained to him that we do not have access to the machines and thefore cannot provide him an immediate refund. However, I told him I would give him a refund envelope to mail in for his refund. He became upset and said he was going home and that he just wanted his money.
I got three passengers who were purchasing $5 metrocards to give the other passenger their $5 metrocard. In exchange, I asked him to use his metrocard to let them in.
Everyone was happy and they asked for my name. They left saying, "Thank you very much!"
Entry Num:
1167
Company:
Bombardier
Employee:
OD
Name:
P. Everett
Comments:
A passenger could not find anyone to change her $20 bill so she could purchase a $5 metrocard.
I advised her to purchase a metrocard at the Metro-News stand located on the LIRR platform.
The passenger left saying, "Thank you!"
Entry Num:
1166
Company:
Bombardier
Employee:
MJ
Name:
P. Everett
Comments:
Some travelers needed to be at Penn Station to catch a train within an hour. Unfortunately, someone had given them the wrong information and they ended up at Federal Circle.
I advised them to take the next Jamaica-bound train straight to Jamaica Station in order to catch the LIRR to Penn Station.
They thanked me for my help.
Entry Num:
1165
Company:
Bombardier
Employee:
WA
Name:
S. Andre
Comments:
A passenger left her cell phone on a Jamaica train.
I instructed the ATA at Terminal 1 to look out for the missing phone. The agent found the phone and I sent the passenger to the agent.
The passenger thanked me and commented, "this is the best customer service I have ever seen!"
Entry Num:
1164
Company:
Bombardier
Employee:
QB
Name:
V. Myrthil
Comments:
A traveler noticed several unattended bags on the ground level at the station at which I was posted.
I thanked her for her vigilance and assured her that the proper authorities would be notified immediately.
She thanked me and added, "that puts me at ease."
Entry Num:
1163
Company:
Bombardier
Employee:
NSL
Name:
S. Andre
Comments:
A passenger was upset because there were no options, aside from the 10-trip card, for a passenger that wanted to travel in and out of the system more than ten times.
I took the time to educate the passenger on the metrocards and added that unused trips on a card are good for a year thereafter.
The passenger was very appreciative.
Entry Num:
1162
Company:
Bombardier
Employee:
MJ
Name:
S. Andre
Comments:
A Spanish-speaking passenger wanted to travel to New Jersey. I asked one of the workers at Capital Cleaners to translate the directions I was trying to give to the passenger.
The passenger was very happy and said, "Thank You!"
Entry Num:
1161
Company:
Bombardier
Employee:
JR
Name:
P. Everett
Comments:
A traveler was upset that she had to pay to enter and exit the AirTrain.
I explained to her the concept of the AirTrain and why it is necessary to pay to enter and exit.
She thanked me for my detailed explanation.
Entry Num:
1160
Company:
Bombardier
Employee:
NSL
Name:
P. Everett/S. Andre
Comments:
A passenger was wondering if she would make it to her terminal since there was a system failure at Jamaica. I explained to the passenger what was happening and that our goal was to get passengers to their destinations safely.
We eventually arrived at the passengers destination and she thanked me for my helpful information.
Entry Num:
1159
Company:
Bombardier
Employee:
ND
Name:
A. Carter
Comments:
A passenger was confused because they did not understand how the AirTrain system worked nor did they understand how to pay for their rides.
I explained to them how the system works and how to purchase a metrocard so that they could enter the system and pick up their family member.
The passenger thanked me and added, "We were not used to paying when coming out of a system. Thank you again."
Entry Num:
1158
Company:
Bombardier
Employee:
MS
Name:
V. Myrthil
Comments:
Passenger had money left on his metrocard and wanted to change it over to an AirTrain metrocard. The customer complained that this process took the money off his card, but did not present him with a solution to his problem.
His card had a dent in it, so I used a 10-trip card to get the customer through the gate. The customer would have missed his flight otherwise.
The customer apologized for getting upset, but still claimed money was taken off of his card. He shook my hand and went on his way.
Entry Num:
1157
Company:
Bombardier
Employee:
MS
Name:
V. Myrthil
Comments:
A passenger sat at Terminal 8 for hours. She lost her book which contained her passport and other important documents.
I notified operations of the missing notebook. I then called the other ATAs and inquired about the notebook. The notebook was retrieved and being held at Federal Circle.
The passenger broke into tears and hugged me in gratitude. Obviously, she was very happy!
Entry Num:
1156
Company:
Bombardier
Employee:
MS
Name:
V. Myrthil
Comments:
A passenger was upset that she had to pay for the AirTrain. She insisted nobody told her she had to pay.
I explained to her that the AirTrain fee is listed in the brochure of which there is a copy on every platform.
The passenger admitted that she should have been paying more attention and purchased a card to exit the AirTrain.
Entry Num:
1155
Company:
Bombardier
Employee:
AT
Name:
S. Andre
Comments:
Passenger was upset about leaving their bag on the AirTrain. To make matters worse, they had a connecting flight in 40 minutes.
I advised all ATAs to be on the lookout for the passengers missing bag. Two minutes later we received word of the bag's position.
I directed the passenger to the proper terminal and they left extremely happy!
Entry Num:
1154
Company:
Bombardier
Employee:
DK
Name:
P. Everett/S. Andre
Comments:
A passenger was upset that the TVM did not dispense change for a $20. I advised them to use the deli at street level to get change in order to buy a metrocard. The passenger was happy that they were able to purchase a metrocard.
Entry Num:
1153
Company:
Bombardier
Employee:
JK
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
Passengers did not know how to purchase tickets and it frustrated them.
I took my time to listen to every question they asked and answered everything with a smile.
They thanked me and added, "We would have never received this kind of help in Italy. If we asked this many questions, they would have walked away from us. "
Entry Num:
1152
Company:
Bombardier
Employee:
JK
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
Passenger travelling from London was frustrated by her treatment from the Q10 busdriver.
I empathized with her and explained to her how to get to her destination.
She thanked me and was very, very happy!
Entry Num:
1151
Company:
Bombardier
Employee:
S. Ferguson
Name:
E. Pierre, S. Richardson, W. Childs
Comments:
A family visiting NYC for the first time from France wanted to take the subway into the city. They spoke little English and did not know how to proceed.
I slowly explained to them the different metrocards and train systems. I assisted them in purchasing AirTrain cards and metrocards.
They were very grateful for my help and added, "this is the best welcome we could have to NYC"
Entry Num:
1150
Company:
Bombardier
Employee:
JL
Name:
V. Myrthil
Comments:
A passenger needed internet access to very quickly research her destination. I asked an airport employee to use their android device to help her.
The customer was able to research her destination and make dinner reservations for her and her newlywed husband.
She was very grateful for our help.
Entry Num:
1149
Company:
Bombardier
Employee:
SF
Name:
E. Pierre, S. Richardson, W. Childs
Comments:
I noticed two passengers had been sitting outside of the faregate for a while. They appeared to be counting dollars and looking for coins.
I asked if everything was ok. They explained that their credit card was not working. They had gathered $9 so I told one of them to get a card and go through the gate to the ATM. Their credit card still was not working. I personally took out $5 and paid for the other passenger to pass through.
The passengers were so happy that they offered me the rest of the money they had gathered. I declined and stated that it was my pleasure. They then asked for a comment card.
Entry Num:
1148
Company:
Bombardier
Employee:
AT
Name:
S. Andre
Comments:
A family had missed their Albany-bound flight en route to a funeral.
I helped the passenger figure out the best way to get to Albany on time.
The passengers thanked me for my "professional service" and added they would, "recommend JFK AirTrain to everyone they know."
Entry Num:
1147
Company:
Bombardier
Employee:
HE
Name:
P. Everett/S. Andre
Comments:
A passenger was upset because she had to pay for her 7 yr old daughter to ride. She said she did not know she had to pay until now.
I apologized to her and directed her attention to one of our brochures. I showed her the information regarding her complaint.
She apologized for getting upset as she did not read the brochure.
Entry Num:
1146
Company:
Bombardier
Employee:
DA
Name:
S. Andre
Comments:
A passenger had gone around the system twice, but never encountered her terminal.
I explained to her how the system works and assisted her in boarding the correct train.
She said she was glad to have finally met an agent who could help her.
Entry Num:
1145
Company:
Bombardier
Employee:
MJ
Name:
S. Andre
Comments:
Passengers were sent to Federal Circle for a hotel shuttle to the Double Tree. However, the passengers realized they had made reservations at the Double Tree in Manhattan.
I advised the customers to take a cab citing the fact that they were carrying a lot of luggage.
The passenger thanked me for my help.
Entry Num:
1144
Company:
Bombardier
Employee:
JR
Name:
E. Pierre/W. Childs
Comments:
A husband and wife had just come off of an international flight at Terminal 4. They wanted to take the express bus to the city, but they were directed to the wrong place to catch the bus.
I apologized for the confusion and directed them to the proper waiting area for the bus. They then returned and commented that the wait was too long. I advised them to take the LIRR at Jamaica station.
The customer thanked me and commented,"You have been one of the most helpful people we have met throughout our trip!"
Entry Num:
1143
Company:
Bombardier
Employee:
JR
Name:
E. Pierre/W. Childs
Comments:
A passenger and her family had exited the train, however her daughter had left her bag on the train. I contacted operations to put out a PA at Jamaica station. I then asked agent manning to check the arriving train for the bag. The bag was retrieved by agent Manning. I directed the passengers to the terminal including return directions so they could be on their way.
The passenger was so grateful she offered me a tip. However, I declined the tip and told her I was just doing my job.
Entry Num:
1142
Company:
Bombardier
Employee:
DA
Name:
S. Andre
Comments:
A couple had returned from their trip to collect their car only to find that their car would not start.
I advised them to call the number on the AirTrain flyer to get a number for a towing company. The couple was able to get the help they needed.
They thanked me for my time.
Entry Num:
1141
Company:
Bombardier
Employee:
DA
Name:
S. Andre
Comments:
Spanish-speaking passenger did not understand how to get to the subway from Terminal 5.
I was able to communicate to her, in Spanish, how to get to the subway system and how to pay for her metrocards.
She was very thankful that I could help her in her language.
Entry Num:
1140
Company:
Bombardier
Employee:
DA
Name:
S. Andre
Comments:
A husband and wife had missed their flight. They were forced to stay in a hotel for the night. The passengers waited for a hotel shuttle, but decided that the shuttle was taking too long.
I advised them to take a cab from one of the terminals.
"Thank you so much!", said the passenger.
Entry Num:
1139
Company:
Bombardier
Employee:
CW
Name:
A. Carter
Comments:
A passenger left his briefcase on board a Howard Beach bound train.
I sent out a transmission advising all agents to check all Howard Beach trains for his briefcase. An Airtrain unit responded and indicated they were in possession of the briefcase.
I directed the passenger to the terminal where he could be reunited with his briefcase.
The passenger thanked me for my time.
Entry Num:
1138
Company:
Bombardier
Employee:
JR
Name:
P. Everett/S. Andre
Comments:
The passenger did not know how to purchase a ticket so that he could go to the airport to pick up his family. The situation was 4 people would be entering, but 5 would be exiting.
I assisted the passenger in purchasing a 10-trip card to cover all entering and exiting for his family.
Passenger was very happy!
Entry Num:
1137
Company:
Bombardier
Employee:
JR
Name:
P. Everett/S. Andre
Comments:
A group of 16 passengers was trying to get to the city, but only came with a credit card.
I advised the leader of the group to purchase two 10 trip metrocards, then have each member buy their own ten trip metrocard. I explained that they could get a refund later on.
Customer thanked me and added, "You're a real thinker! Thank you for your excellent service!"
Entry Num:
1136
Company:
Bombardier
Employee:
OD
Name:
S. Andre
Comments:
A passenger left her glasses on the inner-loop train. I told her to wait while I checked all trains.
The glasses were located in a very short amount of time and the customer left thanking me.
Entry Num:
1135
Company:
Bombardier
Employee:
ND
Name:
A. Carter
Comments:
Two passengers(husband and wife) needed directions as well as assistance boarding the AirTrain before the doors closed. The husband had difficulty walking and the wife had her hands full with the luggage.
I asked operations to put a hold on the train until the passenger boarded safely.
The passenger thanked me and commented, "You are heaven sent."
Entry Num:
1134
Company:
Bombardier
Employee:
ND
Name:
V. Myrthil
Comments:
A passenger was confused as to where to go to board her cruise ship. I assisted the passenger by looking up the information she needed.
She thanked me and said, "I love to see others who are so willing to help without hesitation. You did not have to go out of your way to help me while you were on your break, but you did anyway. May god continue to bless you."
Entry Num:
1133
Company:
Bombardier
Employee:
NSL
Name:
S. Andre
Comments:
A passenger took the wrong train with the intention of going to Howard Beach.
I got her going in the right direction and contacted the faregate at Howard Beach to let her pass through without payment.
The passenger was ecstatic about my help.
Entry Num:
1132
Company:
Bombardier
Employee:
HE
Name:
P. Everett/S. Andre
Comments:
A passenger stated that one of my coworkers had given him the wrong information on how to get to Jamaica Station.
I apologized for the misinformation and stated that there are other companies on the premises that wear read uniforms, but are not part of AirTrain. I gave him the correct directions on how to get to Jamaica Station.
The passenger thanked me for my time, acknowledged that I had a point and went on his way.
Entry Num:
1131
Company:
Bombardier
Employee:
SL
Name:
P. Everett/S. Andre
Comments:
A group of 19 passengers needed help puchasing tickets for the AirTrain. They were staying for 7 days and would be passing through the faregate twice.
I advised them to purchase the 10 trip card. I also explained to them that it would be best to purchases a 7-day metrocard in order to ride the subways and buses.
They thanked me for my time and patience.
Entry Num:
1130
Company:
Bombardier
Employee:
AT
Name:
S. Andre
Comments:
The passengers missed their connecting flight to Miami. It would have cost them $600+ per person to board the next flight to Miami.
I assisted them in making reservations with Greyhound as well as explained to them how the bus system works.
The travelers were very happy and displayed their appreciation.
Entry Num:
1129
Company:
Bombardier
Employee:
WA
Name:
P. Everett/S. Andre
Comments:
The passenger did not know how to use the TVM to buy her metrocard. I assisted the passenger in purchasing her metrocard so she could exit Jamaica Station.
The customer thanked me and added, "It's great to have you guys here, this is the best customer service I have seen at JFK airport."
Entry Num:
1128
Company:
Bombardier
Employee:
JR
Name:
P. Everett/S. Andre
Comments:
A passenger had waited for over an hour and a half to be picked up at Terminal 5. I explained to the passenger that JetBlue arrivals were at Terminal 4 and 5.
I directed the passenger to Terminal 4 and showed them where to wait.
The passenger was were very, very appreciative!
Entry Num:
1127
Company:
Bombardier
Employee:
EH
Name:
S. Andre
Comments:
The passenger had been going around in circles trying to locate the JetBlue terminal. I boarded the train with the passenger and personally escorted him to the proper terminal.
The passenger thanked me and added, "I wish there were more people like you with your patience and kindness."
Entry Num:
1126
Company:
Bombardier
Employee:
HE
Name:
S. Andre
Comments:
Two passengers(man and wife) got separated at Terminal 1.
I immediately assured him that everything would be ok. We called his wife's mobile phone and told her to wait at Terminal 8. I then escorted the husband to Terminal 8 via the "All Terminals" train to be reunited with his wife.
The passenger thanked me and added that I am a, "god send".
Entry Num:
1125
Company:
Bombardier
Employee:
WA
Name:
P. Everett/S. Andre
Comments:
Passenger left their bag on the train. I contacted the ATU at the next terminal to look for the bag on the train. The agent responded with news that the bag had been found at Terminal 5. I sent the passenger to Terminal 5.
The passenger was very grateful for my services.
Entry Num:
1124
Company:
Bombardier
Employee:
MJ
Name:
S. Andre
Comments:
The passengers were first-time visitors to NYC. They knew where they needed to go, but did not know how to get there.
I advised them to take a yellow cab from terminal 4 to their destination in Manhattan.
The passengers thanked me for my advice.
Entry Num:
1123
Company:
Bombardier
Employee:
DP
Name:
E. Pierre, S. Richardson, W. Childs
Comments:
The passenger lost their backpack on the "all terminals" train. The passenger was on his way to Federal Circle but got on the wrong train.
I contacted operations to make a PA announcement to search for the missing backpack. I also took down the passengers information in the event of the backpack being found.
The customer thanked me for my efforts although we did not locate the missing backpack.
Entry Num:
1122
Company:
Bombardier
Employee:
SF
Name:
E. Pierre, S. Richardson, W. Childs
Comments:
Customer commented that it was costing her too much money to enter and exit the AirTrain.(She has to pass through the faregates often to escort passengers)
I explained to her the various metrocard options and advised her to purchase the ten trip card based upon her needs.
She expressed her gratitude for my help and explained that she had raised concerns about this before only to be ignored. She asked for a comment card so that she could notify the office about my assistance. She left saying, "I will always pray to god for you to have health and strength."
Entry Num:
1121
Company:
Bombardier
Employee:
RW
Name:
V. Myrthil/ A. Carter
Comments:
Passenger disembarked the AirTrain at Terminal 5, but did not see a sign for JetBlue. Passenger stated, "this is why people get lost on the AirTrain."
I explained to the passenger that JetBlue is up the escalator to the right. I added that the itinerary indicates the terminal and that there are signs directing travelers to terminals. I assured the passenger that I would ask the administrative staff for improved signs.
The customer said. "Thanks, its a good thing you were here. What will it take to put a sign that says "JetBlue" above the escalator as well as "Terminal 5".
Entry Num:
1120
Company:
Bombardier
Employee:
CC
Name:
W. Childs
Comments:
A customer was upset about the Howard Beach line being closed. He commented that our trains always have a problem which always leads to him being late for work.
I explained to him that we are always working to improve our system and that customers/customer safety is always #1. I went on to say that sometimes we must inconvenience some customers for the greater good.
The customer agreed and commented that we always want more trains and better service.
Entry Num:
1119
Company:
Bombardier
Employee:
WA
Name:
P. Everett/S. Andre
Comments:
A non-English speaking passenger could not tell me where she needed to go. I asked another ATU to stand by at Terminal 7 while I escorted the passenger to Terminal 7. The ATU was able to give her directions and set her on her way.
She thanked me for my help.
Entry Num:
1118
Company:
Bombardier
Employee:
S. Ferguson
Name:
E. Pierre
Comments:
A passenger realized he had lost a bag containing his and his wife's important documents by the time he arrived at Howard Beach.
I helped the customer remember where he might have lost the bag. I was able to narrow down the possible locations of the bag.
I sent out an alert and was able to locate the bag. The customer was very appreciative and commented that I have changed their view of New Yorkers.
Entry Num:
1117
Company:
Bombardier
Employee:
NSL
Name:
P. Everett
Comments:
Passenger had boarded the wrong train. She boarded a Jamaica-bound train but was needing to go to Lefferts blvd. She commented that the system was too confusing.
I apologized for the confusion and explained to her how the system works. She began to understand the system and was on her way.
She said, "Thank You! and have a good night!"
Entry Num:
1116
Company:
Bombardier
Employee:
DA
Name:
S. Andre
Comments:
Passenger had arrived too early for her 6am flight. The terminal was closed and she did not know how to proceed.
I advised the passenger to proceed to Terminal 4 where she could wait in the food court.
She thanked me for my help.
Entry Num:
1115
Company:
Bombardier
Employee:
AT
Name:
S. Andre
Comments:
A passenger was not being given the help she needed and as a result missed her connecting flight to Manila.
I helped to calm her and advise her on the appropriate measures to take.
She was very happy and thanked me for making her feel more comfortable.
Entry Num:
1114
Company:
Bombardier
Employee:
RW
Name:
V. Myrthil/ A. Carter
Comments:
Passenger complained that there were too many station announcements in rapid succession. They commented that there should be more explanation given.
I explained to the passenger that messages should be short and to the point, especially in a busy place like this. I added that the customer service staff is available to give more in depth explanations.
The customer agreed that messages should be short and to the point.
Entry Num:
1113
Company:
Bombardier
Employee:
SL
Name:
P. Everett/S. Andre
Comments:
Passenger did not know how to insert his metrocard into the faregate.
I helped the passenger by demonstrating the correct method.
He thanked me for my time.
Entry Num:
1112
Company:
Bombardier
Employee:
SL
Name:
P. Everett/S. Andre
Comments:
Passengers purchased a ten trip card thinking that all six of them could use this one metrocard.
I explained to them that only four of them could used the card and that the other two would have to wait eighteen minutes before they could use the card. I informed them of their option to buy two separate $5 cards for the remaining two passengers.
They thanked me for my explanations.
Entry Num:
1111
Company:
Bombardier
Employee:
MJ
Name:
S. Andre
Comments:
First-time visitors to the United States were having trouble contacting a relative. They were waiting at Terminal 8 for this particular family member to pick them up.
I called the family member from my personal phone and directed them to Terminal 8.
The customer thanked me for my time and patience.
Entry Num:
1110
Company:
Bombardier
Employee:
CC
Name:
A. Carter
Comments:
Passenger was worried about arriving late to his destination due to the Howard Beach line being shut down. I asked him where he was going and gave him an alternative route via the E train at Jamaica.
The passenger thanked me for my help.
Entry Num:
1109
Company:
Bombardier
Employee:
CC
Name:
A. Carter
Comments:
A passenger missed his JetBlue Rochester-bound flight. I informed the passenger that he could wait at Terminal 4 where there are shops and restaurants.
He thanked me for my time time and for giving him additional information.
Entry Num:
1108
Company:
Bombardier
Employee:
CC
Name:
A. Carter
Comments:
A passenger left her carry-on bag, containing important personal belongings, on the Jamaica-bound train. Included in these items were belongings of her mother who had recently passed away.
I calmed the passenger down enough to get a description of her bag. I then advised all the AirTrain units to be on the lookout for the bag. An ATA two stations away indicated their possession of the bag.
The passenger thanked me for helping her retrieve her important belongings.
Entry Num:
1107
Company:
Bombardier
Employee:
ND
Name:
A. Carter
Comments:
Non-English speaking customers were lost and needed assistance. I tried my hardest to explain(in English) how to get to their destination. I used a map as a visual cue for the passengers. I then helped them to purchase their metrocards.
They thanked me in French.
Entry Num:
1106
Company:
Bombardier
Employee:
AT
Name:
S, Andre
Comments:
Passenger had left their handbag on one of the trains.
I searched the trains and found the handbag. I notified the Operations Center that I had the handbag in my possession.
She thanked me and added that she would let all her friends and family know about the professionalism of JFK AirTrain and its employees.
Entry Num:
1105
Company:
Bombardier
Employee:
JR
Name:
P. Everett/S. Andre
Comments:
Passengers arrived confused as to how they ended up in Jamaica. They were instructed to take a train to Lefferts Blvd.
I had just entered the system and had not yet logged in. I took the time to explain to them how to reach their destination as well as recommend area attractions.
They thanked me for my assistance and commented that it had been a very long day for them.
Entry Num:
1104
Company:
Bombardier
Employee:
JK
Name:
V. Myrthil/ A. Carter
Comments:
Two passengers from Australia were trying to get to their destination in Manhattan. However, they had no idea how to get there. I advised them on which trains to take to get to where they were going. I also reiterated the directions on a map so that they had a visual to go by.
I then assisted them in purchasing their metrocards.
They thanked me for the information.
Entry Num:
1103
Company:
Bombardier
Employee:
NSL
Name:
P. Everett
Comments:
The passenger did not know how to get to their destination. This was their first time here.
I advised the passenger on which connections to make and which trains to take to get to their destination.
They thanked me for my help.
Entry Num:
1102
Company:
Bombardier
Employee:
JK
Name:
V. Myrthil/ A. Carter
Comments:
Passenger was unable to purchase the discounted 10 trip card for the 32 passengers in his party.
I assisted him in purchasing the most useful metrocard for such a large group.
The passenger thanked me and added that he would not have been able to do it without my assistance.
Entry Num:
1101
Company:
Bombardier
Employee:
MS
Name:
P. Everett
Comments:
A couple came to JFK instead of LGA. I advised them to take a taxi from Terminal 4 as it was very late at night.
They thanked me for my help.
Entry Num:
1100
Company:
Bombardier
Employee:
EH
Name:
P. Everett/S. Andre
Comments:
Passenger mistakenly left their mini-bag containing money, credit cards, passport etc on the AirTrain.
The passenger approximated the amount of time that had passed which enabled me to locate the position of the train. I then called the ATU at Federal Circle who was able to retrieve the item.
The passenger thanked me for saving her vacation.
Entry Num:
1099
Company:
Bombardier
Employee:
EH
Name:
P. Everett/S. Andre/LT Johnson
Comments:
Passenger was concerned that he would not be able to get to Jamaica in time to catch the LIRR.
I contacted operations to find out when the trains were coming. I escorted the passenger to an incoming train on the inner loop. He was able to board the Jamaica-bound train in plenty of time.
He thanked me for my assistance.
Entry Num:
1098
Company:
Bombardier
Employee:
JK
Name:
V. Myrthil/ A. Carter
Comments:
Passenger was upset because the TVM took some of the passenger's money to get out of the system. He did not think he had enough money to get out and get on the subway. He felt he was not getting the understanding and concern that he should be receiving from the other agents.
When he came to me, I took the time to listen to his concerns. I helped to calm him down by explaining his options. He then realized that he had enough money to purchase a ticket to exit. I assisted him in making his purchase.
He said, "Thank you so much Ms. Jacqueline!"
Entry Num:
1097
Company:
Bombardier
Employee:
AC
Name:
E
Comments:
Passenger's bags were damaged. She was in a hurry to get to her destination, but did not know how to go about getting there.
I helped her to find a later flight. I then assisted her in purchasing a metrocard as well as determining the fastest way to get to her destination. I also left her with a map for further assistance.
She said, "I was god-sent." She thanked me for my time and patience. She also mentioned that she was grateful for, "the one nice person I encountered on this trip."
Entry Num:
1096
Company:
Bombardier
Employee:
SL
Name:
P. Everett/S. Andre
Comments:
Passenger did not know how to use the TVMs. I instructed the passenger on how to use the TVM.
Passenger said, "Thank you very much!"
Entry Num:
1095
Company:
Bombardier
Employee:
CW
Name:
V. Myrthil/ A. Carter
Comments:
Passenger left his briefcase on the Howard Beach train.
I sent out a transmission advising all agents to check all Howard Beach trains for the missing briefcase. An agent responded indicating she was in possession of the briefcase at Terminal 8.
I sent the passenger to Terminal 8 and they said, "Thank you very much!"
Entry Num:
1094
Company:
Bombardier
Employee:
CW
Name:
V. Myrthil/ A. Carter
Comments:
Passenger did not know how to get to her hotel in Manhattan.
She gave me the address and I showed her how to get to her destination.
She thanked me.
Entry Num:
1093
Company:
Bombardier
Employee:
AE
Name:
V. Myrthil/ A. Carter/Johnson
Comments:
Passenger was in a hurry to get to Terminal 7 and did not want to ride the AirTrain all the way around the system.
I directed her to the map and showed her the fastest way from Terminal 1 to Terminal 7 on the inner loop.
She thanked me.
Entry Num:
1092
Company:
Bombardier
Employee:
CC
Name:
E. Pierre
Comments:
Passenger arrived at Howard Beach, but realized she had forgotten her purse on the A train. Her purse contained her flight attendant I.D., credit cards and other valuables.
The MTA booth directed her to Euclid Station, but she is new to NYC and is unfamiliar with the transit system. I gave her specific instructions on how to get to Euclid Station(Tower).
She found her bag and said I showed great customer service skills. She said that I could have dismissed her by saying that I do not work for MTA and left her on her own.
Entry Num:
1091
Company:
Bombardier
Employee:
AE
Name:
V. Myrthil/ A. Carter
Comments:
Passengers were trying to get to Jamaica station, but could only speak French.
I took them to the touch map on the platform to show them, in french, how to get to Jamaica station and where they could pick up a map to follow.
The passengers thanked me.
Entry Num:
1090
Company:
Bombardier
Employee:
RI
Name:
V. Myrthil
Comments:
Passenger needed someone to explain to her the process of purchasing, and subsequent uses for, a metrocard. She had not been to NYC in over 30 years.
I took time to explain to her all of the purchasing options as well as the various uses for the metrocard.
She said thank you.
Entry Num:
1089
Company:
Bombardier
Employee:
RI
Name:
V. Myrthil
Comments:
A passenger thought he had lost his bag which contained pictures from 40 years ago.
I informed the passenger that we had already retrieved the bag at Terminal 5.
The customer thanked me and stated, "these pictures are irreplaceable. I can no longer say airport security stinks!"
Entry Num:
1088
Company:
Bombardier
Employee:
AC
Name:
A. Carter
Comments:
A non-English speaking passenger was waiting for a hotel shuttle at Federal Circle. The passenger was unable to contact the hotel to let them know they were waiting for a shuttle.
I called the hotel from my personal mobile phone as this hotel cannot be contacted via the courtesy phones in the Federal Circle lobby. The hotel informed me that there was a shuttle en route to Federal Circle.
The passenger thanked me.
Entry Num:
1087
Company:
Bombardier
Employee:
RW
Name:
V. Myrthil/ A. Carter
Comments:
A passenger had left their bag on the AirTrain. The passenger was upset because they had to wait for the PAPD to clear the bag before it could be returned to him.
I explained our procedures for handling unattended packages and that this was only to ensure the safety of all passengers.
The customer conceded that I had a point, but also mentioned that he did have a flight to catch.
Entry Num:
1086
Company:
Bombardier
Employee:
Edwin Herbert
Comments:
In terminal five, a traveler approached me and stated that he did not understand the AirTrain system. He commented that he travels a lot and that he only gets lost in this particular system.
I then directed his attention to the passenger information displays above the station doors as well as the flat screen televisions that provide passengers with AirTrain transit system information.
The customer thanked me and said that he should have observed the screens and prompters in the first place.
Entry Num:
1085
Company:
Bombardier
Employee:
NS
Name:
Priscilla Everett
Comments:
A customer was upset because she was given the wrong directions by several other people. I was proactive and gave her the correct directions and also explained to her, how to differentiate between the trains and their destinations. The Customer left happy, saying "Thank you." she was very pleased with the infomation I shared with her.
Entry Num:
1084
Company:
Bombardier
Employee:
JK #160
Name:
Willie Childs
Comments:
A traveler was troubled because he could not read. He asked me to help him purchase a metrocard. I was very empathetic as I walked over to help him. I made the selections he needed while explaining step by step what I was doing. The traveler left happy, saying "Thank you, I could have never done it without you!"
Entry Num:
1083
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he left his wallet on the seats on the platform at Terminal 2/3 (T 2/3). I asked for a description of the wallet and called the agent at T 2/3. She found the wallet on the seats. I proceeded to send the passenger to retrieve his wallet. I called the agent at T 2/3 and described the passenger to her and informed her of what train he will be getting on. The traveled left happy, saying "Oh thank you!" He was very kind and grateful.
Entry Num:
1082
Company:
Bombardier
Employee:
ND
Name:
Vladimir Myrthil
Comments:
A few customers were upset because their flight was cancelled and they did not know where to find lodging for the night to catch the next flight late in the evening the next day. I allowed them to use my wifi to look up various hotels and call them. The customer left happy, saying "Happy Holidays! Thank y ou so much for helping us out in finding a hotl that was available to accomodate us tonight!"
Entry Num:
1081
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she left her laptop on the train when she got off at Terminal 5. I called ahead to Federal Circle, and had the AirTrain Unit ther check all Howard Beach trains because the young lady had just come from Long Term Parking. An AirTrain Unit was able to retrieve the laptop shortly after I called. The customer left happy, saying "I wasnt thinking, thank you so much for your help!"
Entry Num:
1080
Company:
Bombardier
Employee:
CW
Name:
Myrthil
Comments:
A traveler was upset because he left his briefcase with several important documents on the Howard Beach train. I sent out a transmission advising all agents to check all Howard Beach trains for a briefcase. An AiTrain Unit covering Terminal 8 responded and said she was in possession of the bag. I then sent the passenger to Terminal 8. The passenger left happy, saying, "Thank you so much!"
Entry Num:
1079
Company:
Bombardier
Employee:
SL
Name:
Andre
Comments:
A customer was upset because he had forgotten his work boots on the train at terminal 5. I informed the passenger that I would try to locate his boots. I made an announcement over the O&M Radio, giving the description of the lost item. Five minutes later, the airtrain agent at Federal circle advised me that he had the boots in his possesion. I sent the customer to the location to retrieve his boots. The customer left happy, saying "thank you!"
Entry Num:
1078
Company:
Bombardier
Employee:
JK #160
Name:
Carter
Comments:
I customer was upset because her money was badly shredded and her credit/debit cards were not working. She had no more money and needed to make a call to her friend who was waiting for her at Penn Station. I was very empathetic in regards to her situation and gave her my fone to contact her friend. While she was on the speaker, i gave her friend instructions on how to get to Jamaica Station. The customer left happy, saying I am from Ghana, Africa and this is my first time in New York. You have been very kind to me, thank you!
Entry Num:
1077
Company:
Bombardier
Employee:
MS
Name:
Myrthil
Comments:
A couple was about to purchase the wrong metrocard, thinking they were buying a card to be used on the subway. I had asked them previously if they needed when they arrived and they told me no and proceeded straight to the TVM. I stood back and watched, and as they were about to purchase the wrong card I stopped them and helped them purchase they card they needed. the couple left happy, and the woman said that "Thank you, I dont know why New Yorkers get a bad rep."
Entry Num:
1076
Company:
Bombardier
Employee:
QB
Name:
S. Andre
Comments:
A traveler was upset because she dropped her metrocard in-between the platform door and train door onto the track. I acquired a clearance to access the track and retrieved the metrocard. The passenger left happy, saying "thank you!"
Entry Num:
1075
Company:
Bombardier
Employee:
RW
Name:
A. Carter
Comments:
A customer was upset because the train doors did not stay open long enough. The customer angrily asked me "why the doors don't stay open long enough for everyone to get out and get into the train? This is ridiculous!" I explained that the trains are on a schedule and the doors are on a timer. Imagine, if we let the doors stay open a long time, how late the trains would be. There would then be more complaints about why the trains take so long to come, especially since we advertise quick and safe service. Furthermore, I told here that i watched her stand by the doors and not board for a while. Perhaps, if you would have attempted to board the train immediately, you would have successfully got on the train. The traveler left happy, saying "You know, you're right, we did stand there wondering if we should board or not, even after you told us board the train. Clearly this is our fault. Thanks for your help.
Entry Num:
1074
Company:
Bombardier
Employee:
ND
Name:
S. Andre
Comments:
A customer was upset because on her way to work a passenger bumped into her and she dropped her new airtrain monthly metrocardon the tracks. I asked her if she had time to spare for me to get a clearance/permission to go onto the tracks to retrieve her card. Qamir and myself went onto the tracks at JAI and carefuly retrieved the young lady's card. The customer left happy, saying "thank you so much for going on those dangerous slippery tracks to find my metrocard. I used my last bit of money to buy that card to get back and forth to work.
Entry Num:
1073
Company:
Bombardier
Employee:
ND
Name:
A. Carter
Comments:
A Customer was upset because a TVM swallowed their metrocard abck into the machine when they were looking for something in their bag. I gave them an MTA envelope and wrote down the information the needed to send in on the form to get their money back. I also aloowed them to go through the gates without paying once again. the customer left happym saying "thank you so much!"
Entry Num:
1072
Company:
Bombardier
Employee:
JL #140
Name:
V. Myrhtil
Comments:
Due to rail grinding on the mainline, the inner loop service was suspended. A traveler was upset because he was unable to travel back to Terminal 4 to access bus service. I gave him directions to federal circle, then to board the train on track one (1) on the third level back to the terminal area. I also explained the absolute importance of the rail grinding to maintain excellent service and the highest level of availability possible. The traveler left happy, applauding my patience and saying that he appreciated my advisory of the service interruption and my explanation of the purpose for rail grinding.
Entry Num:
1071
Company:
Bombardier
Employee:
QB
Name:
V. Myrthil
Comments:
A traveler was upset because she slipped on the platform due to the rain. I apologized for the wet floor and asked if she was okay, then I placed additional signs on the ground. The traveler left happy saying “Thank You!”
Entry Num:
1070
Company:
Bombardier
Employee:
MS
Name:
V. Myrthil
Comments:
A traveler was upset because he left his cell phone on a Jamaica train and he had already exited the system. He returned about 20 or 30 minutes later asking if we found his phone. I told him that we did not find it, but we will look for it. I asked my coworkers in the CTA to check all Jamaica trains for a blackberry phone. A passenger turned the phone over to my co-worker at Federal Circle. I sent the passenger over to Federal Circle to pick up the phone. The traveler left happy, and grateful and said Thank You!
Entry Num:
1069
Company:
Bombardier
Employee:
SA
Name:
V. Myrhtil
Comments:
A traveler who spoke very little English was upset because he left his laptop bag aboard a train. I was very proactive when I heard the transmission about an unattended laptop bag in CTA. The traveler came off a treain at Federal circle outbound looking very worried and I immediately identified him as the owner of the bag. I sent the passenger to Terminal 1 to meet the ATA who had the bag. The traveler left happy saying “thank you!”
Entry Num:
1068
Company:
Bombardier
Employee:
AC
Name:
V. Myrthil
Comments:
A traveler was upset because she was separated from her husband and she did not speak English. They were separated at Terminal 4. She had a piece of paper saying that she did not speak English and that she had a connecting flight with Jet Blue. I alerted operations so that they could scan the platforms for her husband, and I also went back to T4 with the passenger, but failed to locate her husband. I tried to motion her to check Jet Blue, but she did not understand, so with permission, I escorted her to Jet Blue, where a representative assisted us and told me that the flight had already departed. A nearby passenger who saw my difficulty in trying to communicate to the woman that her flight had departed came over to us and helped to translate (into Arabic) the information to the woman. She told us that she had come to JFK via Egypt air, so I escorted her to Egypt Air where a representative was able to assist her. Although the passenger did not speak English, she still expressed her gratitude to me, and the airline also thanked me for my patience and assistance.
Entry Num:
1067
Company:
Bombardier
Employee:
GM
Name:
S. Andre
Comments:
A traveler came running down the escalator at Terminal 5 saying that she had left a pink pillow on the last train that left headed towards Jamaica Station. I called ahead to Terminal 8 and had the AirTrain Unit there retrieve the pillow from the next train into Terminal 8. I was a little confused as to why she was so upset about losing a pillow. The traveler left happily saying, “Thank you, you have no idea how important that pillow is. My little sister has a serious back condition and she would have had a terrible time without in on a 12 hour flight. Thank you so much!”
Entry Num:
1066
Company:
Bombardier
Employee:
GM
Name:
S. Andre
Comments:
A traveler was upset because her two elderly sisters boarded the inner loop at Terminal 5 when they were supposed to be going to Jamaica Station. I called ahead to Terminal 4 and told the AirTrain Unit there to board the lead car of the next train entering 4TI and help the ladies get back together with their sister at Terminal 5. The traveler left happy saying, “I didn’t know where they were headed to or how I was going to find them again. Thank you from all of us. We would have had a real problem without your help.”
Entry Num:
1065
Company:
Bombardier
Employee:
FD
Name:
E. Pierre
Comments:
Some travelers were upset because they were separated from their children. The train arrived into terminal 4 and when a family with many children tried to exit the crowded train, the door closed and all of the children were left on the train. I immediately tried to get a hold of the train but my request was too late. With the help of other passengers, we were able to get all the children off of the train and back to their parents. The travelers left happy, saying thank you!
Entry Num:
1064
Company:
Bombardier
Employee:
FD
Name:
E. Pierre
Comments:
While working at Terminal 4 I made several announcements regarding the direction of the trains. Many passengers were very upset because the trains were not covering terminals 1, 2, & 3. Passengers needed to go to Federal Circle and then take the train returning to the Central terminal area in order to get to their terminal. Although many of the passengers were furiously yelling at me I maintained a calm and respectful tone of voice in telling them where to go and what to do regarding this situation. The passengers who listened to me thanked me for my efforts.
Entry Num:
1063
Company:
Bombardier
Employee:
JK #160
Name:
S. Andre
Comments:
A customer was upset because he left his wallet on the train. I calmed him down using communication skills then I immediately called ATA at Federal Circle concerning the situation. Then I promptly contacted Operations Center to place a hold on the Jamaica train at Federal Circle inbound track so that the train could be checked for the passenger’s wallet. ATA contacted me over the O&M radio informing me that the wallet was found. I informed the passenger and sent him to Federal Circle to retrieve his wallet. He left happy saying you are a life saver, thank you so much!
Entry Num:
1062
Company:
Bombardier
Employee:
JR #149
Name:
V. Myrthil
Comments:
A traveler was upset because he left his wallet on the train at terminal 1. I was not able to send out a radio transmission because there was manual train movement. I contacted Operations via PTEL and asked the operator to ask the agent at terminal 5 to check for the back pack. After about 5 minutes, I was contacted by ATU 171, who said that he had the backpack at terminal 5. The traveler left happy saying thank you so much, you saved my life. I could not go anywhere without that bag!
Entry Num:
1061
Company:
Bombardier
Employee:
US
Name:
V. Myrhtil
Comments:
A traveler was upset because she separated from her husband at Terminal 8 and was late for her flight. I radioed to operations the matter at hand and told them the vehicle number that her husband was on. Coordinating with ATU 136 who intercepted the vehicle at Terminal 5, we were able to reunite the passengers at Terminal 8. The traveler left happy, saying “Thanks so much, you saved us a lot of time!”
Entry Num:
1060
Company:
Bombardier
Employee:
JK #160
Name:
V. Myrthil
Comments:
A traveler was upset because his wife and daughter had left the airport before he arrived. It took him two hours to travel to the airport. His wife and daughter left Jamaica Station ten minutes before he arrived at Howard Beach Station. I was very compassionate and empathetic. I told him not to panic and to have a seat on the bench while it try to help him. I made a call to Jamaica Station and was given the number for his daughter, which was taken down by CSR Janie Westfield. I gave him my phone and allowed him to call for an hour until he was able to contact his family. The traveler left happy, saying “Thank you so much! I don’t know what I would have done if it weren’t for you!”
Entry Num:
1059
Company:
Bombardier
Employee:
MS
Name:
V. Myrthil
Comments:
A traveler was upset because he exited Howard Beach and went down to the subway only to discover he left his laptop bag on the train. As we spoke he told me that he has very important documents in the bag and that his whole life is in that bag. I radioed my co-worker at FCI and asked him to check the incoming trains for the messenger bag. My co-worker found the bag and I sent the passenger over to FCI to retrieve his bag. The traveler left happy, saying “Oh my gosh! Thank you, you saved my life! Thank You!”
Entry Num:
1058
Company:
Bombardier
Employee:
GM
Name:
V. Myrthil
Comments:
A customer was upset because he was picking someone up flying in from Los Angeles and didn’t know which airline. He had been to several airlines throughout the airport and couldn’t find him. He told me that it was a connection from Korean Airlines. I told him instead of going to the domestic airlines, he should try going over to Korean Airlines at Terminal 1 and see if they could help. I saw him later with his friend and he thanked me for the idea and all my help.
Entry Num:
1057
Company:
Bombardier
Employee:
RI
Name:
P. Everett
Comments:
A traveler was upset because he needed wheelchair assistance because he could not walk and was a priority customer with his airline. He asked me to go to the airline and get the wheelchair to bring to him and then take him back to the airline. I told him that I could not do that because of the limitations of my position. Then I told to give me his ID so that I can go over to the airline to help him out. I went over and proceeded to check him in, and then I brought passenger wheelchair assistance over to terminal 8 to pick up the passenger and take him to the airline. The traveler left happy, saying thank you very much for helping me!
Entry Num:
1056
Company:
Bombardier
Employee:
JL
Name:
K. Allison
Comments:
A party of travelers were upset because their child was separated when the train door closed. The party ended up at Federal Circle, and the child was left at Terminal 7. I monitored radio communication between operations and agents at federal circle and terminal 7. Since I was covering terminal 7 I immediately made my way there and found the young passenger and stood with him until his party arrived. The traveler left happy, saying thanks for taking care of my child.
Entry Num:
1055
Company:
Bombardier
Employee:
Samir Ahmad
Name:
V. Myrthil
Comments:
A customer was upset because she didn’t know the exact stop to her friend’s house on Sunday. I asked her to call her friend and find out what stop would leave her closest to her house, but her friend wasn’t picking up. I then told her to call 311 to find the best route. They gave her step by step instructions to get there. The customer left happy, saying thank you so much! You’ve been a great help!
Entry Num:
1054
Company:
Bombardier
Employee:
Cristina Castillo
Name:
Sammy Andre
Comments:
A customer was upset because she realized that she had lost her wallet along with many important documents at Jamaica Station. I realized that a passenger who had just left Jamaica Station picked up her wallet. Natasha Davis and I came to the assertion that the passenger did pick up the wallet which was not his. Natasha contacted the agents at Federal Circle. My coworkers and I helped the passenger retrieve her wallet with all of her belongings inside. The passenger left happy with our teamwork and cooperation. She thanked us for helping her retrieve her wallet.
Entry Num:
1053
Company:
Bombardier
Employee:
Cristina Castillo
Name:
Eddie Pierre
Comments:
A traveler was upset because he lost his new Louis Vuitton wallet containing money and important documents. I sympathized with him and told him that I was very sorry for what happened. I assured him that I would contact all Air Train units and ask for assistance in finding his wallet. An inbound unit at terminal 2 found his wallet. He thanked me for helping him as he left to retrieve his wallet.
Entry Num:
1052
Company:
Bombardier
Employee:
Jene Robinson
Name:
V. Myrthil
Comments:
A traveler became upset because he got off the AirTrain at Federal Circle and left his bag on the train. He came up to me at Federal Circle after about 10 min in realizing that his bag was missing. I immediately sent out a transmission on the O&M radio advising all units to be on the look-out for his bag. I figured the train should be on its way back to Federal Circle inbound. I asked ATU 164 to check the arriving train as I made my way upstairs. The bag was surely on that train. Passenger was then reunited with the bag. The traveler left happy, saying “Oh my god! You just saved my life. I could hug you right now!”
Entry Num:
1051
Company:
Bombardier
Employee:
JR #149
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she was making a connection on Delta’s flight out of JFK and could not find Delta’s representative and she has missed her flight. I became “proactive” and ask a TSA employee to explain to the young lady how to get access to the “backside” of Terminal 3, as it was after 7pm and the front of the building was close. The traveler left happy saying “Thank you” After she got back from Delta’s terminal, I was still on the platform. She was extremely grateful, as she had now been, put in a hotel and had her flight reschedule.
Entry Num:
1050
Company:
Bombardier
Employee:
JR #149
Name:
Vladimir Myrthil
Comments:
A traveler was upset because the train doors close at Terminal 1, his daughter got on the train and he got left behind. He speaks no English. I manage to gather they were going to Terminals 2/3. I waited with him for the next train. I advise him to get on the train, 1 stop but he did not understand. I then got on the train with him and took him over to Terminals 2/3. We found his daughter sitting on the benches on the platform. The traveler left happy, saying “Thank you so much” the daughter was extremely grateful.
Entry Num:
1049
Company:
Bombardier
Employee:
GM # 135
Name:
Kareem Allison
Comments:
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"
Entry Num:
1048
Company:
Bombardier
Employee:
Vicky Ngo & Percenia Manning
Comments:
A traveler needed help because they were going to Gong, Li & Zhang, Zejin. They went to the wrong airport; they were suppose to go to Newark but arrived at JFK. They were redirected to catch Asiana flight at 6:50pm on Sunday 8/15/10 but they missed the flight. They spoke Mandarin only, knowing this Percenia Manning Rapid Response Operator got Vicky Ngo an O& M Clerk on the phone to translate for the passengers that only spoke Mandarin. Ms. Ngo got Asiana airline to reschedule their flight on 8/18/10 (Wednesday) at 12:30 am at JFK airport. They got the approval to take the flight from JFK airport. The travelers left happy they were able to speak to someone who spoke their language and help them get a flight home.
Entry Num:
1047
Company:
Bombardier
Employee:
KA
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she left her laptop on a Jamaica AirTrain that just left Federal Circle headed to Jamaica Station. I radioed to Jamaica Station to sweep vehicle for laptop. My relief came, but I continued to assist passenger until she was in possession of her laptop. AirTrain personnel was unable to sweep vehicle at Jamaica Station, so I radioed Operations Center to put a hold on the vehicle when it arrived back at Federal Circle so that I may sweep the vehicle. When the vehicle arrived at Federal Circle I secured laptop for passenger. The customer was extremely excited and asked could she give me a hug, and I told her yes, and the customer told me “Thank you”
Entry Num:
1046
Company:
Bombardier
Employee:
AE
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he was riding around on the All Terminal train thinking that this was a train that would go to Howard Beach. After I had saw him on the train when it came back around Terminal 4. I jumped on the train to ask him where he needed to go because I saw him when the train left Terminal 4. He said he was going to Howard Beach. So I stayed on with him to Terminal 8 to put him on the right train. The traveler left happy, saying “Thank you and he hopes I am there again when he has to do it again.
Entry Num:
1045
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
The traveler was upset because he and his wife just came in from Egypt and had to make their connection on United Airlines to go to Los Angeles. They were an elderly couple with the wife seeming very upset and scared. Because the couple did not speak English there was no talking, I just got them on the next train and we made our way to Terminal 7. Once I confirmed with the ticket agent that they were in the right place, I left them in good hands. The traveler left happy. She was just talking, smiling and looked very relieved.
Entry Num:
1044
Company:
Bombardier
Employee:
FD
Name:
Eddy Pierre
Comments:
The traveler was upset because the young couple was very late for their flight. They had two loaded smarte carts. The wife got very upset when I told her to slow down because they would not be able to board the train. The doors were already closing, yet she still tried to enter the train. I explained to her the train was automated and could not wait on them to enter. I told her that the next train would arrive shortly and they would be able to board with the smarte carts. The travelers left and were not very pleased. Their flight was very soon. I thought of their safety and the safety of the other passengers on board the train.
Entry Num:
1043
Company:
Bombardier
Employee:
QW
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he left his money clip on the AirTrain departing Terminal 4. He alerted Operations immediately because the clip contained cash and several credit cards. I was stationed at Terminal 7 when I received the information. I boarded the incoming train which was presumed to be the train he was just on and searched diligently for his valuables. A passenger on board the train alerted me to someone who picked up the money clip but gave it back to me. The traveler left happy. He was surprised that I was able to find it that quickly and he thanked me repeatedly.
Entry Num:
1042
Company:
Bombardier
Employee:
RI
Name:
Samuel Andre
Comments:
A traveler was upset because she had forgotten her backpack aboard a train and all her identification and money was in the bag. I stayed with the passenger to help her find her bag. I also gave her the numbers to call just in case we didn’t find her bag. But the bag was found and given back to her. The traveler left happy, saying “Thank you so much for finding my bag. I t made me feel even better that you stayed with me until I found it. Thank you.
Entry Num:
1041
Company:
Bombardier
Employee:
JR #149
Name:
Vladimir Myrthil
Comments:
A traveler was upset because the AirTrain had a door fault which cause her to be extremely late for her flight with American Airlines. I apologize for the inconvience, and directed her to FCI. I told her to board the train and get off at Terminal 1 and catch the inner loop train 1 stop, to Terminal 8 at least that would save her some time. The traveler left happy, saying “Thanks for taking the time to explain this. She left feeling better.
Entry Num:
1040
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because we had a snow storm. All flights were cancelled, and the AirTrain had limited service. He was tired and didn’t know what to do. I talked to him and explain that Mother Nature takes its course and there is nothing we can do. I also said we have to take a bad situation and make something good out of it. He walked away and went outside for some air. He then came back and said you are right. The traveler left happy, saying “Thank you I’ll get a cup of coffee and make a few telephone calls. Thank you for the talk
Entry Num:
1039
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A family of traveler was upset because their Grandfather didn’t get off the train in time. I called my co-worker at the following terminal and gave a description and name of the Grandfather. He found the Grandfather, and the family was reunited. The traveler left happy saying, “We had a great organization and Thank you very much”
Entry Num:
1038
Company:
Bombardier
Employee:
SF
Name:
Artley Carter
Comments:
A traveler was upset because they bought an AirTrain card at Howard Beach and wanted to get to the subway. Since the AirTrain card is only $5.00 and subway is $2.25. I explained to the passenger while using the TVM. I showed them on the TVM in their language (Chinese) the difference between AirTrain and the Subway. When they saw the difference in their language they understood it very well. The traveler left happy, saying “Thank you”
Entry Num:
1037
Company:
Bombardier
Employee:
SA #117
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he left his back pack onboard an AirTrain and had exited the AirTrain system. I was very proactive with the situation. I board the train with the description of the unattended bag and called for PAPD. I stayed on the train to the end station, Jamaica. The bag was cleared by PAPD and the K9 unit. The traveler came back and retrieved his bag. The traveler left happy saying “Thank you so much, all my documents are in this bag”
Entry Num:
1036
Company:
Bombardier
Employee:
NSL
Name:
Samuel Andre
Comments:
A traveler was upset because she realized she left her tote bag onboard a train 102, when she got off at Howard Beach. She approached me about to cry and told me what happened. I became proactive and asked all the necessary information and at the same time I calmed her down. I reached out to the Operation Center over the radio with the bag description. When the train arrived at Federal Circle the agent that was stationed searched and the bag was found. I told the passenger that we did retrieve her bag. The traveler left very happy, saying “Thank you”
Entry Num:
1035
Company:
Bombardier
Employee:
NSL
Name:
Samuel Andre
Comments:
A traveler was upset because he missed his stopped to connect to the train heading to Jamaica. As I was waiting for my train at Lefferts Blvd, I saw the airport employee (traveler) look confused. I approached him and offered my assistance. I became proactive by interacting with passenger; I asked him if he was at the right station or if he needed help. He told me that he was suppose to go to Jamaica and didn’t know how to get there. We both smiled and I told him to stay with me I would guide him. The traveler left happy, saying “Thank you”
Entry Num:
1034
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler was upset because he was separated from his wife at Federal Circle and the traveler didn’t speak English. The traveler had found a translator. The translator explained to me how the traveler been looking for her the past hour. I was very understanding and proactive. I sent the traveler and translator to emergency telephone to let the Operation Center operator look for her on the cameras and to make an announcement through the AirTrain system. After twenty minutes I sent the travelers to Terminal1 to meet an AirTrain agent to further assist and the traveler was reunited with his wife at Terminal 1 departure area. The traveler left happy, saying “Thanks a lot for all your help”
Entry Num:
1033
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she was waiting for her sister at Howard Beach station, but her sister was lost some where in the airport. I told her to call her sister on her cell phone and no matter where she was in the airport, tell her to get on a Howard Beach train on track #1, that way they couldn’t help but find each other at Howard Beach. The traveler left happy, saying “Thank you, I didn’t know if I should go to the airport and try and find her myself. This will be a lot easier. Thank you”
Entry Num:
1032
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she had left her lap top computer on one of the trains. She was very upset saying “I have my whole life on that computer. When she described it, a computer with an orange case, I remembered that it was sent over to Federal Circle as a lost and found item. When I gave her the news she was very relieved. The traveler left happy, saying “Thank you, I have to board my flight in less than an hour and I didn’t know what I was going to do. Thank you very much”
Entry Num:
1031
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he missed his flight and he couldn’t catch another one until late the next morning. He wanted to go into the city and see some of the sights to pass the time, but he didn’t know how, and he also had a lot of baggage with him. I explained to him that the easiest way to get to the city would be the Long Island Rail Road from Jamaica and as far as his baggage was concerned, he could leave it in storage at Terminal 4. The traveler left happy, saying “Thanks a lot, I need to get away from the airport for a while or I’ll start climbing the walls. Thanks again”
Entry Num:
1030
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she and her husband were separated at Terminal 5 when the train doors closed. Now separated they both had a cart filled to the top with luggage, the difference was that she had a 4 year old child and a baby in her arms. I was told of the situation by the AirTrain unit at terminal 5. I was also given by my alert co-worker the number of the train that the woman was on. So I waited for her at Federal Circle where I was stationed and got her and her children off the train safely when they arrived. The traveler left happy, saying “I didn’t even know anyone was aware of my situation, Thank you so much it was very nice of you”
Entry Num:
1029
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she wanted to go to Manhattan for the night, but she didn’t know where to go or what kind of metrocard would be best for her. She was at Jamaica for about 45 minutes trying to figure out what to do. And she was doing the same thing (going to Manhattan) the next day also. I explained to her the type of card she would get and then I went to the visitor information booth and brought some brochures to her, I also let her look in the visitor guide we keep in the booth. I gave her a pen and paper so she could write stuff down. The traveler left happy, saying “Thank you, and she asked could she take a picture of me, and then she asked an agent to take one of us together. She said you are very helpful and nice. I told her “Thank you”
Entry Num:
1028
Company:
Bombardier
Employee:
ND
Name:
Priscilla Everett
Comments:
A traveler was upset because he was not able to get through AirTrain gates free once he arrived at the Howard Beach station. He stated he was told that the agents would give him a courtesy once he arrived at Howard Beach out of the system. I explained to him calmly and politely that we do not do that on our system and whoever told him that misinformed him. I ask would he like to speak to a supervisor and he stated “yes” The supervisor on duty was then called and informed of the situation. That traveler left saying “Thank you” He was upset that he was misinformed by another being on they system at the terminal. He never stayed long enough at the end station to speak to a supervisor but he did make his was calmly back to Terminal 4 to catch a city bus.
Entry Num:
1027
Company:
Bombardier
Employee:
JL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she couldn’t understand the new information screens that were recently installed at Terminal 8. I used my knowledge of the system and mappings then explain the new information displayed on the monitors as trains entered and exit the terminal. The traveler left happy. She was grateful that I took the time out to explain the new information monitors and made it very clear for the next time she travels.
Entry Num:
1026
Company:
Bombardier
Employee:
WC
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she got on the wrong AirTrain and was running late. She was mad at and felt it was the agent’s fault. I came up the escalator and the lady ran up to me explaining to me the situation. I explain the system and how it works to the traveler. I then guided her to the right train and informed her of how long it would take her to get to her destination. The traveler left happy, saying “I wish everyone was like you”.
Entry Num:
1025
Company:
Bombardier
Employee:
NSL
Name:
Priscilla Everett
Comments:
A traveler was upset because she missed her connecting flight. I was contacted by one of my colleagues to be on the lookout for a passenger at Federal Circle. When I located the passenger, she was in tears because she missed her flight and had no cash to book a hotel and spoke very little English. I became proactive, giving her all of her options as far as what can be done, but she wanted to talk to the her husband and had no phone. With my supervisor’s permission I allowed her to use the courtesy phone. She was relieved when her husband told her he was able to book her into the Holiday Inn for the night. The traveler left happy, and thanked me repeatedly for my help.
Entry Num:
1024
Company:
Bombardier
Employee:
EH #131
Name:
Shameeka Brown-Richardson
Comments:
A traveler was upset because the doors on the AirTrain closed too fast upon arrival at my station; separating the mother and father from their 7 and 9 year old children. I immediately contacted the agent stationed at the following terminal and instructed him to ask the children to wait on the platform for their parents that would be on the next train. The traveler left happy, saying “Thank you, so much we were so scared”
Entry Num:
1023
Company:
Bombardier
Employee:
FD
Name:
Artley Carter
Comments:
An airport employee attempted to purchase a $30.00 metrocard with a Transit Visa card. The ticket vending machine failed during the transaction, a ticket nor receipt was given. I suggested that she contact the Visa Company. Through the receipt did not come out, she made an attempt. After she left the area, I noticed that the machine dispensed the receipt. I took it to her. The traveler left happy. She was pleased because the receipt had all the proof of the failed transaction.
Entry Num:
1022
Company:
Bombardier
Employee:
CC
Name:
Eddy Pierre
Comments:
A traveler was upset because she could not understand our signs, which read Jamaica trains and Howard Beach trains every few minutes. She wanted to know how she would know which train she needed or do the trains go everywhere. I told her the signs are telling you what trains come here and when the train is close to the platform the display will read which train it is. The traveler left saying, “Very Poor Signage”. But she seemed to be a little more bit relieved.
Entry Num:
1021
Company:
Bombardier
Employee:
JK #160
Name:
Samuel Andre
Comments:
A traveler was upset because he could not get his credit card to work. He was upset with our machines. He said these stupid machines never work for my cards. I empathizes with his frustration and I calmly and softly told him not to worry that’s why you have me here. The traveler left happy, saying: Thanks you an angel, you saved my life.
Entry Num:
1020
Company:
Bombardier
Employee:
JR #149
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she barely spoke English and was riding around in circles on the All Terminal Train, and almost missed her flight. I got on the train at Terminal 5 and took the passenger to Terminal 1. I walked her to the escalator and showed her into the terminal. The traveler left happy, saying “Thank you so much. Everyone kept on telling me I was on the right train, but the trains did not say Terminal “
Entry Num:
1019
Company:
Bombardier
Employee:
SA
Name:
Samuel Andre
Comments:
A traveler was upset because his flight was delayed departing Dubai coming to JFK, which cause him to miss his flight. I directed him to other airlines that also fly to where he wanted to go. The passenger came back and told me that he couldn’t book any flights for the next three days. I then directed him to 42nd street, Times Square Port Authority Bus Terminal. The traveler left happy, saying “Thank you so much for all your help”
Entry Num:
1018
Company:
Bombardier
Employee:
SA
Name:
Vladimir Myrthil
Comments:
A traveler was upset because the credit card could not be read on two of the machines at Jamaica Station. He became very irate with me when I tried to tell him to use another machine and that those two machines do not say that they don’t work. However, as an employee here I know that these two machines do not work and you can also notice that your card is not being read at this time. The traveler left happy, saying: I’m sorry I did not listen and for my bad behavior. I know you only trying to inform me of the machines functioning properly. Thanks for your help OK, I’m sorry.
Entry Num:
1017
Company:
Bombardier
Employee:
JK #160
Name:
Greg Wade
Comments:
A traveler was upset because he could not find the Holiday Inn at Jamaica station. I became very empathetic with my customer and I quietly explained to my passenger how to travel back to Federal Circle to notify the Holiday Inn of his arrival and his location to be picked up. When I finished I said welcome to New York City. The traveler left happy, saying “Thank you because this is my first time in New York. I’m from Africa I always dreamed of coming here.
Entry Num:
1016
Company:
Bombardier
Employee:
RI
Name:
Priscilla Everett
Comments:
A traveler was upset because she was separated from her husband and had no idea where he was. She was crying because she tried to find him for 2 hours on her own to no avail and he didn’t have a cell phone for me to call him to find out where he was. I tried to comfort her and told her not to worry we would find her husband. So I made a radio announcement and I began to look on every train that came to Terminal 8 until we finally found him. The traveler left happy, saying “Thank you so much, I didn’t know what I was going to do because I have no money with me to get home, my husband had all of the luggage.
Entry Num:
1015
Company:
MonthlyWinners
Employee:
Incentive Program
Name:
Resiliency Edge MONTHLY WINNER
Comments:
Neither snow, nor rain nor sleet deters the Post Office, they say - but what we know is how true this is for Air Train employees as well!
Below is a great story of being RESILIENT in the face of a fierce snow storm this week from Mother Nature. Congratulations to Qamir Brown and Supervisor "COACH" Vladimir Myrthil - for a wonderful customer service story. Our new story of the month!
A traveler was upset because she lost her luggage on the AirTrain which contained her passport and she absolutely needed to make a flight that had already been delayed for 24 hours. She advised me that if she didn’t make the flight she would miss her sister’s wedding.
I was pro active from resiliency class and transmitted an announcement for all AirTrain units to check all trains for the bag she describe to me. Unfortunately her bag was not found and boarding time for her flight was getting closer. I then suggested for her to go to the immigration office at Terminal 4, for they make way for passengers to get passports temporarily made.
The traveler left happy, saying “Thank you very much” and gratefully gave me another hug and said “Thank you” again. To show the happy ending that resulted from my efforts I later heard that immigration was able to help her and she did make the flight and the wedding!
Entry Num:
1014
Company:
Bombardier
Employee:
QB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he wanted to know from which terminal his flight was departing. The directory on the trains had a different location than the directories on the platforms. This was frustrating to the passenger because he only had a little time left to check-in. I apologized for the inconvience the system may have caused him and suggested that he make his way to the information desk on the ground level of the terminal to get the most updated flight information and airline locations. The traveler left happy, saying “Thank you”
Entry Num:
1013
Company:
Bombardier
Employee:
QB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because her flight got cancelled due to a heavy snow blizzard and all the hotels in the airport vicinity were all booked. She had two small children with her and a cart full of luggage and preferred not having to resort to spending the night in an airport terminal. I advised her of a few hotels that I knew of in the local area off airport grounds. I also suggested for her to check on the internet for more options of hotels in the city. I also advised her that if she didn’t find any places to accommodate her that there is a lounge area in Terminal 4 that have comfortable plush benches for her and her kids to sleep if she was subjected to resort to that. The traveler left happy, saying “Thank you very much sir, you have just made my load of worry a little lighter”
Entry Num:
1012
Company:
Bombardier
Employee:
QB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because the service level within the AirTrain system was very low due to many malfunctioned trains taken out of service. I explained to the traveler that the blizzard we experienced gave our trains a hard time running through the system. I assured the passenger that there were bus bridges in place to compensate for our lack of trains. The traveler left happy, saying “Thank you I will make my way there now”
Entry Num:
1010
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A traveler was upset because several passengers arrived at Jamaica station wanting to be let out of the AirTrain system without paying. They expressed that the train cause them to miss their flight. They were also upset because of the big snow storm. I apologized to the passengers. I explained that the day of the snow storm AirTrain made some compensation on payment. However, the process is no longer in effect. They would need to make payment to exit the system now. The traveler left a little upset, but I knew that they were very frustrated.
Entry Num:
1009
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they arrived at the Jamaica station, needing Clarion Hotel. They thought the hotel was walking distance. I suggested that they take the train one stop and then walk to the hotel. I noticed that they had quite a lot of luggage and it was late. I showed them how to get to the hotel by subway. The traveler left happy, saying “Thank you! On the map it look very close the station. However, the hotel is a little further away than I imagined”
Entry Num:
1008
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he didn’t know how to get into Manhattan and back in a reasonably short amount of time. He wanted to pass the time until his flight left about six or seven hours later. I told him about the Long Island Rail Road and how it would be the quickest way in and out of the city leaving him more time to see some of the sights in Manhattan. The traveler left happy, saying “It would be nice to spend the time I have in the city, thanks for your help"
Entry Num:
1007
Company:
Bombardier
Employee:
EH #131
Name:
Samuel Andre
Comments:
A traveler was upset because she had forgotten one of her bags onboard the AirTrain she was riding. The woman informed me that all of her documents were in the bag. I informed Operations Center and proceeded to check all of the inner-loop trains in the central terminal area. I also informed my co-worker of the situation, and during the search the bag was recovered. The traveler left happy, saying “Thank you so much”
Entry Num:
1006
Company:
Bombardier
Employee:
GL
Name:
Artley Carter
Comments:
A traveler was upset, her eyes filled with tears as she slowly moved towards me. I inquired what the problem was an offered to help. She was dropped off at the wrong AirTrain station by a taxi, and was unable to find her way to the correct station. She had been trying for some time. I assured her that I would get her to her destination in time. I then escorted the passenger to her departure terminal. The traveler left happy, as a smile broke through and her tears dried up.
Entry Num:
1005
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
The traveler was upset because she dropped one of her slippers onto the track coming off the train at Federal Circle outbound. The traveler was very upset and in tears. I engage with the traveler, I told her I will get her slipper back for her. I got a clearance from the Operation Center for access, and went down and got her slipper back for her. The traveler left happy, saying “Thank you so much”.
Entry Num:
1004
Company:
Bombardier
Employee:
US
Name:
Greg Wade
Comments:
A traveler was upset because her son was pushed by the closing doors despite door close warning being very audible. I used my resiliency skills to calm and assure passengers that they could fully utilize all services thru me i.e. Police assistance, Ambulance, and First – Aid if necessary. The traveler left happy, saying “Most customer service agents would care less, I am sorry I yelled at you. Thanks for being genuinely kind”
Entry Num:
1003
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she was trying to get to her daughter’s house in New Jersey and the daughter did not want her to come. The passenger was crying and said she did not want to go back home to Washington to her husband. The daughter called while I was trying to console the passenger and she gave me her phone to speak with her daughter. I spoke to the daughter and told her, her mom is at Jamaica station and she’s trying to get to you. I told her I work for AirTrain and she ask me my name, and I told her it was Monique. She asked me could I do her a favor and keep her mother there until she arrives. She said she was at Penn Station. I told her I’ll watch her until she arrives. The traveler left happy, saying “Thank you for all your help. She then gave me a hug and mother and daughter left.
Entry Num:
1002
Company:
Bombardier
Employee:
AE
Name:
Artley Carter
Comments:
A traveler was upset because she was staying at one of the JFK hotels and going to and from the city and was paying $10 a day for the AirTrain. So I ask her how many days had she done this? She told me 2 days, so I took her to the TVM and helped her purchase a 30 day AirTrain card. She could not believe it. She wanted to hug me. The traveler left happy, saying “Oh! I’m so glad you saw the stress in my face” I helped her save a lot of money which made her visit better than what it started out.
Entry Num:
1001
Company:
Bombardier
Employee:
SM # 153
Name:
Greg Wade
Comments:
A traveler was upset because his airline had lost his luggage, he had park his car at the wrong parking lot and was lost and he could not understand the AirTrain signage. I apologized for his lost and explained the parking and the AirTrain signage giving him step by step instructions to his vehicle. The traveler left happy, saying “You’re a life saver, Thank you very much”
Entry Num:
1000
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they were under the impression they would be able to purchase a senior rate 7-day metrocard, as it turned out they were not residents of New York. I explained to them they would have to be residents of N.Y. and have a certain I.D. card to provide to the subway clerk. They understood and said they were misinformed. The traveler left happy, they asked me my name and thanked me for explaining this to them.
Entry Num:
999
Company:
Bombardier
Employee:
SM # 153
Name:
Greg Wade
Comments:
A traveler was upset because she did not feel well and was displaying flu like symptoms (coughing & breathing problems). I helped her to a resting area before contacting the NYPD and EMS services. Both arrived in a prompt timely manner. The passenger was hospitalized for medical treatment. The traveler left happy, saying “Thank you my son”
Entry Num:
998
Company:
Bombardier
Employee:
SA
Name:
Vladimir Myrthil
Comments:
A traveler was upset because her son got on the wrong train at Terminal 4. I was very engaging and proactive with the customer. I got a full description of her son. I made an announcement on the O&M radio to check all trains for this missing person. The agent at Federal Circle seen her son on the train and pulled him off. The mother and son were reunited at Federal Circle. The traveler left happy, saying “Thank you sir”
Entry Num:
997
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
Some travelers were upset because the two sisters had lost a scarf between the platform and the train at Terminal 4. They said it was just an old scarf but it meant a lot to them. It had great sentimental value to the sisters. I called the Operation Center and requested a clearance to access the guideway. I went down on the tracks after I was given clearance and retrieved the scarf. The traveler left happy, saying “I may seem a little crazy to you, its just looks like an old worn out scarf but it means a lot to us” They thanked me and then tried to give me a big tip for a scarf you couldn’t put a price value on. I told them no thank you, I was just happy to help out. They thanked me again and left with big smiles on their faces.
Entry Num:
996
Company:
Bombardier
Employee:
GL
Name:
Artley Carter
Comments:
A family including a little boy (approx. 5yrs old) was walking down the platform towards a train sitting at the platform. Suddenly the boy took off running towards the train, at the time the doors were about to close. I ran toward the boy snatching him just before the doors closed, pulling him from this dangerous position between the platform doors and the train. The family left happy, his parents ran towards me with a broad smile and sense of relief. They repeatedly thanked me saying “I don’t know what would have happen if you weren’t here”
Entry Num:
995
Company:
Bombardier
Employee:
GL
Name:
Artley Carter
Comments:
A traveler was upset because they were stranded. She had just missed her flight and was unable to get another flight until the following day. Her phone was dead so she was unable to contact anyone for assistance. I allowed the passenger to use my personal cell phone to contact a friend who agreed to come and pick her up from the airport. I stayed with the passenger until her friend arrived to pick her up. The traveler left happy, saying “You are so kind, Thank you very, very much”
Entry Num:
994
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he along with his family just got off a long flight and his kids were very hungry. He said if he didn’t feed them they would drive him crazy the whole way home in the car. I told him all about Terminal 4 and how to get there. The traveler left happy, saying “Thank you; because of your help I’m going to have a stress free drive home”
Entry Num:
993
Company:
Bombardier
Employee:
ND
Name:
Shameeka Brown
Comments:
A traveler was upset because she was not able to speak or understand English she was lost and needed assistance to get to the Delta terminal for check in. I assisted her and walked her as far as I could and asked one of the Delta employees to take her to check in. The traveler left happy, she said thank you by using her body language and gave me a hug.
Entry Num:
992
Company:
Bombardier
Employee:
MJ
Name:
Samuel Andre
Comments:
A traveler was upset because she parked her car in front of Terminal 4, and PA towed her car while she was assisting her cousin with her bags. I calmed the lady down, and instructed her to take the next train on track 1, four stops to Federal Circle. There she would be able take a shuttle bus to building 206 to retrieve her car. The traveler left happy, saying “Thank you”
Entry Num:
991
Company:
5StarParking
Employee:
P. Ahmed
Name:
Cate Moran
Comments:
A traveler was upset, but in this case it was a baby. I saw a car with a flat tire in the parking lot, and when I went over to see if I could help I saw a mother, father and small baby. The mother was very concerned for the baby, since the baby was crying very hard. I was pro active about the flat tire. I called a supervisor to come help fix it. Then I went for water back at the office and returned with water for the baby. The baby stopped crying and the mother stopped worrying. The father was happy when he got his tire changed and the family was on its way.
Entry Num:
990
Company:
Swissport
Employee:
Roy S
Name:
Lydia Yaqudayeva
Comments:
A traveler was not simply upset, he was sick. He came off a flight and he sat down in a way that did not look right. I not only stayed with him while we determined he needed to be hospitalized, but I took him to the hospital myself and stayed with him as doctors checked his condition. When it was determined he could travel again, and in fact could go back to the airport and catch his connecting flight, I took him to the airport and check him in. He was very very pleased.
Entry Num:
989
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he was at the TVM machine trying to purchase a 7 day card MTA metrocard and was not able to. He was questioning why he couldn’t get the option to purchase the 7 day subway card. I explained to him the 7 day card is sold on the other side of the faregate. I helped him purchase his $5.00 metrocard to pay his AirTrain fare and I assisted him in exiting the system. Then I took him to purchase his 7 day subway card. The traveler left happy, and said he was in London for a while and I was the nicest person he encountered since his return to New York. Then he thanked me repeatedly for helping him.
Entry Num:
988
Company:
Bombardier
Employee:
MJ
Name:
Eric Mickles
Comments:
A traveler was upset because she was currently at Jamaica and needed to go to Grand avenue in Brooklyn. She had never been to New York and her son didn’t know how to direct her to the correct station to take subway A train. I told her to come with me to Federal Circle, to transfer to a Howard Beach train. At Howard Beach, she can take the A train to Grand avenue, Brooklyn. I showed her a subway map and pointed out the stop she’ll be getting off at. I gave her the map. The traveler left happy, saying “Thank you, you been a big help”
Entry Num:
987
Company:
Bombardier
Employee:
SF
Name:
Shameeka Brown
Comments:
A traveler was upset because they were staying at the Ramada Plaza and they were traveling everyday to the city with AirTrain saying that it should be cheaper. I showed them how to get the $25.00 10-trip card and also told them about the one week unlimited metrocard for the subway and I gave them subway maps. The traveler left happy, and stated if should be more people like me around. They offered me a tip and I refuse and told them they should use the money to enjoy their visit.
Entry Num:
986
Company:
Bombardier
Employee:
SF
Name:
Shameeka Brown
Comments:
A traveler was upset because she was lost, and did not know where the terminal she was looking for was located. I saw her on the train and ask her if she needed any help. She told me she did not know which train to take and have been riding around for one hour. I got her off the train and showed her how to take the train according to the AirTrain map. I also show her how to use the P-tel to call Operations and get information. The traveler left happy, saying “Thanks, God Bless” and that she felt that I cared enough to call her off the train when I saw she looked lost. She stated she felt embarrassed because she was lost and I assure her to ask questions because we are here to help.
Entry Num:
985
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because she was in a wheel chair and went through the wrong faregate which made the wheel get stuck in the faregate due to the stations on the sides. I opened the faregate and she backed her wheel chair out, then I showed her where the ADA gate was. The traveler left happy, saying “Thanks, I didn’t even realize I was not using the correct faregate”
Entry Num:
984
Company:
Bombardier
Employee:
SM # 153
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she had slip and fell when exiting the Terminal. She was bleeding heavily from her arms and legs (minor cuts and bruises). I had her sit down at the waiting area. I went and got her some water and administered 1st Aid. I offered her some medical assistance and accompanied her to her next terminal for her connecting flight. The traveler left happy, saying “God Bless you son”
Entry Num:
983
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he came to Jamaica Station and forgot his poster at the TVM machine as he was purchasing his ticket. He was running very late for his flight. I explained to him that I requested an announcement to be made, so that he would know where the item was. Turns out the poster was very valuable, it was worth $6,000. The traveler left happy. Mr. Parker tried to give me a $50.00 tip. However, I told him that I could not accept it. I wished him a safe journey. Again he thanked me for my effort.
Entry Num:
982
Company:
Bombardier
Employee:
SF
Name:
Shameeka Brown
Comments:
A traveler was upset because he had some old metrocards some had little money on it and others were expired. The cards he had did not have enough money for his fare. I then showed him how to refill his card. I ask him did he travel often using the AirTrain, he did so I told him about the AirTrain 10-trip card. The traveler left happy, saying “Where were you all these times I wasted a lot of money and time getting all these cards”
Entry Num:
981
Company:
Swissport
Employee:
Ali S
Name:
Lydia Yaqudayeva
Comments:
I could see that a passenger was upset because an agent in training was checking him in and the trainee wasn't familiar with all the processing steps. Before the customer could get really frustrated, i interrupted my break and asked the trainee if I could help - and I stepped in to make the process go more smoothly and faster. The passenger was very pleased and thanked both the trainee and me. Later when I was at the gate, the passenger saw me and thanked me again. He told me how often he flies our airline, al around the world, and he says he does that because we do little things that make a big difference.
Entry Num:
980
Company:
Swissport
Employee:
Augustine N
Name:
lydia Yaqudayeva
Comments:
I had a passenger who was stranded in Boston when his flight was cancelled. He was scheduled to connect in JFK to Europe, but when he arrived at my counter in Terminal 4 and I saw that his name had been deleted and his reservation on the connecting flight cancelled. Resiliency Edge teaches us to tell customers the facts of a situation - even when they are not pleasant - but the critical thing is top move to the next step and be be pro active and think of solutions. Or in this case alternatives and options we could apply to get his need met. I used a calm voice when I told him the situation, and I stayed calm - which calmed him. Soon I found a way to work out the problem and get him on the flight and he thanked me many times.
Entry Num:
979
Company:
MonthlyWinners
Employee:
Marti Colozzi - Delta Baggage Office
Name:
Coordinator
Comments:
A passenger was upset when he approached me in the Delta Baggage Office. He had just flown into JFK from Tampa and was scheduled to connect on a flight to Shannon for a golf vacation. But the problem was his golf clubs had not arrived with his other luggage and golf was the reason he was going to Ireland! I checked the computer and found that in fact the golf clubs were at JFK, it’s just we couldn’t locate them. He grew more nervous as the time for his Shannon flight got closer and I assured him using my resiliency skills that I would find the clubs. If they were at JFK, and the computer said they were, I would get them! I told the passenger to go to Aer Lingus to check in and I shifted into high gear. As promised I continued to keep him informed on my personal cell phone. Then fifteen minutes before Aer Lingus was set to close out its check in process I located the clubs. I got someone to cover me in the office while I paid for a Smarte Carte, loaded his clubs on and ran them up to the Aer Lingus counter, where he was waiting. I don’t know who was more breathless, him or me, but we made it by five minutes. He thanked me over and over and told me I had saved his vacation. I told him that’s what we do at Delta to make our customers happy!
Entry Num:
978
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she was at Long Island Rail Road ticket machine trying to purchase her AirTrain and L.I.R.R. together. I approached her and asked her if I could assist her. I started her transaction over and took her through the steps. She purchased her ticket and asked me where she does she go from here. I walked her to the gate and showed her where she needed to go. The traveler left happy, saying "Thank you for helping me and I'm glad you were here"
Entry Num:
977
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she left her bag on the train, and a passenger bought the bag to me. I told the passenger to place the bag down and I went to do a visual of the bag. I called Operation Center and told them I have an unattended bag, PAPD was requested a few minutes later Operation Center said the passenger is at Federal Circle and they will drive to Jamaica Station. She arrived a short time later. The traveler left happy, saying “Thank you, this was my daughter’s bag and it has her homework in it. Thank you very much”
Entry Num:
976
Company:
Bombardier
Employee:
ND
Name:
Myrna Perez
Comments:
A traveler was upset because he did not realize that he had to take the metrocard out of the machine by a certain time frame. The machine “ate” back his weekly unlimited card. I help the customer who spoke limited English fill out his form to mail into transit to get a reimbursement of $27 dollars mailed to him. The traveler left happy, saying “Thank you for all your assistance I really do appreciate it. I never have seen such good service in a transportation system in my years of living. What’s your name? Keep up the good work”
Entry Num:
975
Company:
Swissport
Employee:
Allison J
Name:
Lydia Yaqudayeva
Comments:
The traveler who arrived at my counter for his trip to Europe wasn't upset, he was mellow - maybe too mellow. He was dressed for the beach and carrying a surfboard. We were getting close to closing the flight and I knew that his surfboard - oversized luggage that it was- was going to be a problem. i was pro active and I realized if I found someone who could cover my station I could run with him down to the oversize check-in desk and get the board on board. That's what we did, we ran together - and it worked. He made the flight, which allowed him to make his connection to South Africa, in time to arrive for morning "surfs up."
Entry Num:
974
Company:
Bombardier
Employee:
KA
Name:
Myrna Perez
Comments:
A traveler was upset because he had lost a bag full of toys on the AirTrain. He believed he was on a “Jamaica” bound train but wasn’t sure. I made an announcement over O&M radio for all AirTrain units to be on the look out for the bag full of toys. I searched all trains that came through my station for the bag. I also gave passenger an AirTrain pamphlet with the JFK lost and found automated number to call. The traveler left happy, saying “Thank you for your help” I told the passenger that he was welcome and I hope he find his bag.
Entry Num:
973
Company:
Bombardier
Employee:
GM
Name:
Greg Wade
Comments:
A traveler was upset because he was running late and he wanted to know what subway line would get him to Penn Station the quickest so that he would be able to catch his train to upstate NY. I told him to go to Jamaica and take the LIRR instead of the E or A train and he would get there in about half the time. The traveler left happy, saying “Thank you for showing me how to do this, I don’t think I would have been able to make it in time without your help”
Entry Num:
972
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he was a bit of a panic to catch his flight so he jumped on the first train he saw, which happened to be at Federal Circle outbound. I noticed that he didn’t read the sign above the rain door before he jumped on, so I boarded the train and asked him if he wanted to go to Howard Beach. He didn’t, he really needed to go to Terminal 5 for JetBlue. So we both got off the train and I directed him upstairs to the train that goes to Terminal 5. The traveler left happy saying “I know I would have missed my flight if you didn’t pull me off that train. Thanks for catching me in time”
Entry Num:
971
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he was told to go to Terminal 4 where he would be comfortable until his flight in the morning, but all he saw on the platform at Terminal 4 was a set of metal chairs to sit and try and sleep on. I woke him up and walked him over to the more comfortable area on the other side of Terminal 4 where he would be able to relax more, talk to the other people in the same situation and have something to eat later if he felt like it. The traveler left happy, saying “Thank you for noticing me. I would have been on that chair all night if you didn’t come by. Thank again”
Entry Num:
970
Company:
Swissport
Employee:
Edyta T
Name:
lYdia Yaqudayeva
Comments:
Two travelers approached me in the gate area before a flight. One of them, a woman, was very nervous and anxious. Her companion explained to me that she (the companion) had obtained a pass to bring the nervous woman to the gate for the flight to Budapest. The woman flying did not speak English and she was worried that she would not know how to make the connection in Warsaw to catch her Budapest flight. I calmed them both by engaging them, and I explained to the companion, who translated to the anxious woman, that I would make sure she had someone attend to her during the whole flight, to ease her concerns. This made a big impact on their mood and they thanked me for paying such special attention to them.
Entry Num:
969
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he did not want to pay for is 5 year old daughter to ride the AirTrain he felt that she was too young. I explained to the customer and showed him that children under 5 years of age pay to ride the AirTrain I proceeded to show him AirTrain’s brochure as well. The traveler left happy, saying “Thank you”
Entry Num:
968
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler was upset because he was catching a connecting flight to Singapore for his sister’s wedding when he lost his Indonesian passport with a black cover aboard the AirTrain. I made an announcement on the O&M radio for all ATA’s to check all trains for Indonesian passport with a black cover. I helped him retrace his steps back to Delta to see if he left it there. Ten minutes later another passenger found it and turned it in to an AirTrain agent. The traveler went to Terminal 8 to pick up his passport. The traveler left happy, saying “Thank you so much, you saved me so much time”
Entry Num:
967
Company:
Swissport
Employee:
Rachael S
Name:
Lydia Yaqudayeva
Comments:
A woman was upset because she missed her flight. I calmed her down by engaging her and making her feel that I would work with her to find a solution. This worked and she calmed down. Then I explored options and explained them to her to get her on another flight to her destination and she told me she was "pleasantly pleased!"
Entry Num:
966
Company:
Bombardier
Employee:
AT
Name:
Vladimir Myrthil
Comments:
A traveler was upset because the wheel chair employee drop her off at the AirTrain platform and told her she had to catch the train by herself. I used one of the resiliency strengths to help her out. I called the Operation Center operator to hold the train so she would have enough time to board the train, also I advised them to monitor the train. The traveler left happy saying “Thanks”
Entry Num:
965
Company:
Bombardier
Employee:
AT
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she got separated from her parents. I used one of my pro-active Resiliency Strengths to help the passenger. I made announcement on all trains and stations. The parents were reunited with their daughter. The traveler left happy, saying “Thank you”
Entry Num:
964
Company:
Swissport
Employee:
Ryan Q
Name:
Lydia Yaqudayeva
Comments:
A lady was upset because her daughter had left her camera on the plane. They didn't realize it until they got home, but the camera had valuable pictures in it. The lady called lost and found and I answered. I stayed calm, which kept her calm and I engaged her and told her I would do everything I could to find the camera. Luckily, I did. Then I called the customer, told her the good news and made arrangements through FedEx to have it shipped to her home. The daughter was very excited and the lady was pleased and told me she wanted to bring this story to the highest levels.
Entry Num:
963
Company:
5StarParking
Employee:
Deval Barrow
Name:
Keshia Johnson
Comments:
I had a customer commend me, and even write to the office, about the way I have been resilient and have managed pressures not once, or twice, but many times. The man from Air France said he observed me going out of my way on many occasions to calm upset customers and give them great service. I wouldn't have said anything about this, this is just the way I am,I focus on my customers. But it is nice to see that a patron who uses the airport every day noticed, and even nicer that he took the time to write about my technique to the office.
Entry Num:
961
Company:
Bombardier
Employee:
SM # 153
Name:
Greg Wade
Comments:
A traveler was upset because he was late for his flight leaving out of Terminal 5 (JetBlue) and came to Terminal 4 because the signs was wrong coming onto the airport. The sign said Terminal 4 was JetBlue. I told him not to worry it’s an easy fix and it’s just a short AirTrain ride to JetBlue and that he would make it on time. The traveler left happy, saying “I’m glad you were standing here, because I would have been lost. Thank you”
Entry Num:
959
Company:
Bombardier
Employee:
SM # 153
Name:
Greg Wade
Comments:
A traveler was upset because she left her laptop bag onboard a Jamaica bound train. I radio ahead to have other agents check all incoming trains, I also conducted a search myself alongside the passenger. The bag was recovered by another agent; passenger was sent to recover her belongings. The traveler happy saying “Thank you very much”
Entry Num:
958
Company:
Bombardier
Employee:
ND
Name:
Priscilla Everett
Comments:
A traveler was upset AirTrain was having a problem in the system which caused train movement delays. The flight attendant was going to be late for her flight she was scheduled to work on. Agent St. Laurent was clock out and offered to take the person to the terminal on her own time so she would not be late for work/flight. The traveler left happy, saying “Thank you” to Ms. St. Laurent.
Entry Num:
956
Company:
Bombardier
Employee:
US
Name:
Greg Wade
Comments:
A traveler was upset because he left his luggage at Federal Circle and his flight was departing from Jamaica in a short time frame. I was able to coordinate a “chain” system whereas the passenger was able to receive his luggage in addition to not risk missing his flight home. The traveler left happy, saying “The AirTrain personnel was astute in getting my luggage to me”
Entry Num:
955
Company:
Bombardier
Employee:
US
Name:
Artley Carter
Comments:
A traveler was upset because he lost his wallet on the Jamaica line while I was performing Jamaica vehicle checks. I escorted customer to Jamaica as wallet was recovered. I assured customer while enroute to Jamaica everything would be A-Ok! In conjunction with Agent Stewart customer was reunited with wallet. The traveler left happy, saying “I really appreciate the effort in toward returning my personal item”
Entry Num:
954
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was upset because his cell phone was lost on one of the AirTrains. I made a radio announcement in the system to be on the look out on all trains for a cell phone, and soon after the phone was found and returned to him. The traveler left happy, saying “That was a great job, Thank you very much”
Entry Num:
953
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because she lost $20 when the TVM failed to give the metrocard or her change. I told the passenger sorry for her inconvience, and had her fill out a MTA form so she could get her $20 back. The traveler left happy, saying “Thank you”
Entry Num:
952
Company:
Bombardier
Employee:
EG
Name:
Eric Mickles
Comments:
A traveler was upset because she purchase a monthly metrocard before leaving for her trip. Upon return to JFK I advised her she would need to purchase a $5.00 AirTrain card to exit. She didn’t want to spend anymore money to exit the system. I directed passenger to Terminal 4 where she would be able to exit for free and catch the B15 bus to Brooklyn. The traveler left happy, saying “Thank you”
Entry Num:
951
Company:
Bombardier
Employee:
EG
Name:
Eric Mickles
Comments:
A traveler was upset because she left a bag at Howard Beach faregate area. I recall assisting the passenger therefore I pushed to put a hold on the train. I proceeded to the platform located the passenger who was more than happy to get the bag back. The traveler left happy, saying “Thank you all my documents are inside. I would not have been able to leave”
Entry Num:
950
Company:
Bombardier
Employee:
PK
Name:
Eric Mickles
Comments:
A traveler was upset because the MTA TVM person had him purchase the wrong card. I used my knowledge of the system to guide the passenger so next time he would not make the same mistake. He was very happy that I spent time in giving him the right information. I also told the traveler to next time look for an AirTrain Agent in red to help him out. The traveler left happy, and said next time he would look for an agent.
