A traveler was worried because she left her purse on board a train while she was traveling. She and her friend got onto the inner loop train at Terminal 5 and the minute they were on they were trying to contact Operations via the p-tel on the train. I immediately drop what I was doing and monitored them. I listen to my radio communication and observed the passengers at the same time. I made them get off Terminal 4 and stayed with them while I was giving Operation all the necessary information. The call went out to all ATA/Os to be on the look out for the purse. Before you knew it one of the agents found the purse. The traveler left happy, and was overwhelmed to see how quick the team took action and found her purse. She thanked and hugged me.
Entry Num:
948
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
A group of travelers were returning from vacation and needed to connect to Jamaica station for the LIRR. Apparently they did not hear the announcement advising passengers to wait here at FCI for the Jamaica train, so they proceeded downstairs to FCO. I apologized for the inconvience and told the passengers to wait at FCI for the Jamaica bound train. I let them know the train would be arriving shortly. The traveler left happy and said they were thankful that I put them on the right track to arrive at the Jamaica station. They also stated next time they would listen more carefully to the announcements being made.
Entry Num:
947
Company:
Bombardier
Employee:
JR #113
Name:
Priscilla Everett
Comments:
A traveler was upset because she was very tired and had been traveling for 18hours with an infant child. The passenger was overwhelmed she did not know where she was going. I glanced over the address she was heading to and gave instructions from AirTrain (Jamaica) all the way down town New York City. I also wrote the directions down for her. The traveler left happy, and stated that the employees for the AirTrain are so thoughtful and helpful. She then called me her “Angel”
Entry Num:
946
Company:
Bombardier
Employee:
DP #145
Name:
Priscilla Everett
Comments:
A traveler was upset because there was a maintenance assignment in the CTA and they didn’t know how to get to Delta terminal from there first flight which was at Terminal 8. I brought them to the AirTrain map and show them how to get to Federal Circle and transfer on the top level for the All Terminals Train, two stops to Delta so they could catch their lay over flight on time. The traveler left happy, saying “Thank you”
Entry Num:
945
Company:
Bombardier
Employee:
JR #113
Name:
Priscilla Everett
Comments:
A traveler was upset because her husband was leaving to go back to the military. He was being sent to the Middle East. She stated she gets upset and nervous when he leaves, because she can never be sure if he will return. I listen to her and gave her some tissues for her tears. Listening means a lot she stated, family doesn’t want to talk about the danger he faces. She carries her burden alone; I encourage her through word and by listening. The traveler left happy, and stated that she was thankful for someone to talk to and listen to her.
Entry Num:
944
Company:
Bombardier
Employee:
JR #149
Name:
Eddy Pierre
Comments:
A traveler was upset because he had left his bag on one of the trains on his way to Federal Circle. When he got to FC, he realized his bag was missing. Agent Charles sent out a transmission to be on the look out for the bag. I got a call about an unattended bag in the stairwell at Terminal7. When I got there it matched the description of the bag the gentleman was looking for. When he got to Terminal 7, I asked him to check the bag. Unfortunately his laptop was missing. I then requested PAPD. The traveler left a bit upset. He told me thank you for finding his bag and also stated he had a lot of papers from school. I told him good luck in finding his laptop.
Entry Num:
943
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was upset because she was riding around on the train and needed to go to Howard Beach. She said the information wasn't clear. I told her that I was sorry about that. I then showed her the AirTrain map and how to get to the right train for Howard Beach. The traveler left happy, and said that she was glad I ask where she was going or she would be still sitting on the wrong train. "Thank you"
Entry Num:
942
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A group of travelers arrived wanting to go to Penn station; amongst the group was a disable passenger. I suggested the Long Island Rail Road, due to their easy handicapped accessible elevators. I also suggested the AirTrain 10 trip metrocard to assist with exiting our AirTrain system. They were not interested in the card. The traveler left happy. They explained that they would prefer to pay the transaction straight forward with no adjustment. The spoke person also said that they were very tired and was not interested in the savings. I tried but the tiredness won this one.
Entry Num:
941
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because he left his back pack on the train. I radioed my co-workers informing them of the situation. In five minutes I received a radio transmission letting me know they found the back pack. The traveler left happy, saying "Thank you I don't know what I would have done if you weren't here"
Entry Num:
940
Company:
Bombardier
Employee:
US
Name:
Artley Carter
Comments:
A traveler was upset because she was seperated from her child at Terminal 4. She was in a panic state, but I assured her we would find her daughter. The passenger reunited with her child at Terminal 5. The traveler left happy, saying "Thanks"
Entry Num:
939
Company:
Bombardier
Employee:
JR #149
Name:
Priscilla Everett
Comments:
A traveler was upset because she had left her bag with her wallet and all her medication at Terminal 8, and she was on a flight to Europe. They were going throughout the entire system looking for the bag. I heard agent D. Parler had called in the bag at Terminal 8, and sent it to Federal Circle to be tagged lost and found. Passengers came looking for the bag and I advised husband that we were in possession of bag, to wait while I get the bag. The traveler left happy, they were so grateful to have found the bag as there was medication in the bag. He wanted to give us a tip, anything just to say Thank you. I advised him we were not allowed to take tips, and it was my pleasure to help.
Entry Num:
938
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she exited the Jamaica station only to realize that she left her hand bag in the AirTrain system. I invited her to re-enter the system and start searching the trains, as I contacted the team via O&M radio. AirTrain Agent C. Wright assisted in the search and found the hand bag. The bag was left at Jamaica platform, in the seats. The traveler left happy, she was overjoyed that she was reunited with her hand bag. The passenger went on to explain that all her travel documents were in the bag.
Entry Num:
937
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he has missed the last flight of the night, and was sleeping on the metal chairs at Terminal 4. I tapped him on his feet to wake him and ask him his situation. I figured someone must have told him about terminal 4 for people who get stuck overnight, but he didn’t realize that he had to go a little further to be more comfortable. I got him up and walked him up the stairs and over to the restaurant area where more comfortable chairs, a table for his computer were located. He also was able to get something to eat and drink if he wanted. The traveler smile at first then he said “Now I get it, why they told me I should go to terminal 4. I thank you, this is much better”.
Entry Num:
936
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler was upset because someone had picked up his bag and mistaken it for their own bag, and walked away with it. I went to the stairs and called the passenger back up to the faregate area. He corrected his mistake and both passengers were happy. The travelers left happy saying “Thank you”.
Entry Num:
935
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler and his family was upset because they were dropped off at Terminal 3 to take subway at Howard Beach station. I was very helpful and understanding. I explained to the customers his options, and at that point the passenger told me that he did not have the appropriate funds to exit. I took his information down and let them out. The traveler left happy, saying “Thank you so much”
Entry Num:
934
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A group of travelers arrived at Jamaica Station. They had limited funds as was staying near the airport. They asked for guidance on the most economical way to get back and forth to Manhattan. I suggested a few options that would help their situation. I also told them to use our exit now since they were already here. They thought about the appropriate choice for themselves. The travelers left happy because the trip began to seem a little less expensive than they thought. They were very thankful. The guidance was helpful to them!
Entry Num:
933
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he purchased a 10 trip AirTrain card at Howard Beach believing that the card was valid for subway/ bus use. I apologized to him and explained to him that the card would not be valid. I gave him a few suggestions on how to utilize the card. The traveler left happy, saying “Thank you!” He accepted his error and purchased the correct card.
Entry Num:
932
Company:
Bombardier
Employee:
EH #131
Name:
Eric Mickles
Comments:
A traveler was upset because he had just purchased a five dollar metrocard at Jamaica Station. He dipped his card into the faregate, the faregate open and closed very quickly, and took the funds from the card. I wrote the card information down in the log book and let the passenger in being that I had witnessed the faregate open and close. The traveler left happy, and said he was glad someone was there to help.
Entry Num:
931
Company:
Bombardier
Employee:
EH #131
Name:
Eric Mickles
Comments:
A traveler was upset because they walked down Federal Circle ground level more than once and still could not locate the shuttle bus waiting area. I walk the couple to the shuttle bus area, after first making sure they had called the hotel and requested the shuttle to come to Federal Circle Station. The travelers left happy, saying “Thank you”. They didn’t know why they did not see it themselves.
Entry Num:
930
Company:
Bombardier
Employee:
EH #131
Name:
Eric Mickles
Comments:
A traveler was upset because she arrived at Howard Beach station by mistake. The lady and her group explained there were no announcements on the train. I apologized for their inconvience and reported the problem to the Operations Center so other passengers could make it to their destinations as well as instructed the young lady and her group how to get to Jamaica Station. The traveler left happy, saying “Thank you, for your help.
Entry Num:
929
Company:
Bombardier
Employee:
DP #145
Name:
Priscilla Everett
Comments:
A traveler was upset because he left his keys on the train. I contacted the Operation Center and informed them of what happen. The passenger happen to P-Tel Operations and they let him know the location to where I was and he was able to get his keys. The traveler left happy, saying "Thank you very much!”
Entry Num:
928
Company:
Bombardier
Employee:
DP #145
Name:
Priscilla Everett
Comments:
A traveler was upset because he left his keys on the train. I contacted the Operation Center and informed them of what happen. The passenger happen to P-Tel Operations and they let him know the location to where I was and he was able to get his keys. The traveler left happy, saying "Thank you very much!”
Entry Num:
927
Company:
Bombardier
Employee:
EH #131
Name:
Eric Mickles
Comments:
A group of travelers was upset because they arrived at Jamaica Station and didn't have enough funds to exit. Their credit cards were not accepted in our TVM. Being that we were at Jamaica Station and there is an ATM located on the opposite side of the faregates I allowed one of the passengers exit to access the ATM and then come back. The travelers left happy, saying "Cheers".
Entry Num:
926
Company:
Bombardier
Employee:
ND
Name:
Vladimir Myrthil
Comments:
A traveler was satisfied because the couple just realized for the first time at JFK that there were so many nice customer service agents working on the platform they never seen before. I stool and talk to them while the train was coming. Another agent also kept conversation with the couple while leading them to FCI. The travelers left happy, saying “AirTrain is a great system”. They were glad to see agents being so helpful at FCO, FCI, as well as the ground level.
Entry Num:
925
Company:
Bombardier
Employee:
KA
Name:
Shameeka Brown
Comments:
A traveler was upset because she didn’t know what stop to get off at on the subway. She said she needed to go to 110th street station, but didn’t know what subway line. She also said for some reason she couldn’t get service on her cell phone to call and verify, I let passenger use my company issued cell phone to contact her party at 110th street, and she was told she needed stop at 110th street on the eastside. So I gave the passenger directions from our present location. The traveler left happy, saying “Thank you and you were extremely helpful. I said you’re welcome.
Entry Num:
924
Company:
Bombardier
Employee:
PK
Name:
Samuel Andre
Comments:
A traveler was upset because they wanted to go to Jamaica Station and they ended up at Howard Beach. They were really mad because someone gave them the wrong information and they went to the wrong place. I used the AirTrain JFK knowledge on how to get them to their location the fastest way possible. I explained to them on the map, showing which stops they needed to go to get to their destination. The traveler left, they were happy hat I showed them the AirTrain map and how to get to their destination. They also were happy they were talking to someone who knew what they were doing.
Entry Num:
923
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she didn't know what terminal to go to pick up her friend who was arriving from France. I told her it probably was Air France at terminal 1, and then I told her to follow me. I walked back to the faregate with the passenger and asked the Customer Service Representative about the flight, he called on of his associates and verified the flight in question was at Terminal 1. The traveler left happy, saying "Thank you".
Entry Num:
922
Company:
Bombardier
Employee:
ND
Name:
Eddy Pierre
Comments:
A traveler was lost, and was not able to speak English. I translated in spanish all the information that they inquired about. They needed to know how to get to their destination as well as what things they could do while visiting New York City. The traveler left happy, saying "Thank you very much for all your help and kindness".
Entry Num:
921
Company:
MonthlyWinners
Employee:
Monthly Winners
Name:
N.I.C.E. Incentive
Comments:
Congratulations to this month's winner, Monique Stewart, and to her supervisor "coach," Vladimir Myrthil, for demonstrating not only a great "engagement" strength, but we commend Monique for her willingness and ability to think and act so enthusiastically. Note how Monique's quick response to a customer's problem saved the day for the traveler in this story, Number 908, shown below:
Story Num:908 Company:Bombardier Employee:Monique Stewart Supevisor's name:Vladimir Myrthil
Comments: A traveler was upset because he left his black back pack on a train. As I was walking down the platform to go on my break, I saw a bag on the seat. The doors were closing and since I was not allowed to touch unattended bags, I jumped off the train before the doors closed.
While I was exiting the train a male passenger was running down the platform frantically saying, “He left his bag on the train.” I got a description of the bag from him and told him I would call the agent at the next station to retrieve his bag.
After a few attempts I was able to get the agent and told him to retrieve the bag from the train. The customer asked me my name, and then left happy, saying “I’m very happy and grateful my bag was recovered.”
Entry Num:
920
Company:
Bombardier
Employee:
EH #131
Name:
Samuel Andre
Comments:
A traveler was upset because as he was stepping off the AirTrain at Terminal 5, he was bumped by another passenger, and his I.D. fell onto the guideway. I called the Operation Center once the passenger informed me of what happen. I requested a clearance to the guideway and retrieved the I.D. I then gave it back to the passenger. The traveler left happy, saying “I’m glad that someone was here to help, have a good night”.
Entry Num:
919
Company:
Bombardier
Employee:
DP
Name:
Eddy Pierre
Comments:
A traveler was upset because he didn’t know that AirTrain cost $5.00 and he had 50 minutes to make his International flight to Europe. Base on the fact he had $2.25 on his metrocard, I gave him the remainder so he could catch his flight. The traveler left happy, saying “You saved me how can I pay you back!”
Entry Num:
918
Company:
Bombardier
Employee:
JR #149
Name:
Priscilla Everett
Comments:
A traveler was upset because she got to Howard Beach station three days in a row and we were conducting early reduction at 6am, which caused her to be late. I apologize for the inconvience and explain to her why the trains were being taken out of service. I told her that it was maintenance being done on the tracks to maintain the system. The traveler left happy, saying “You know what Thank you so much for explaining that, after all these years I finally know why you guys take these trains out of service”.
Entry Num:
916
Company:
Bombardier
Employee:
JR #149
Name:
Priscilla Everett
Comments:
A traveler was upset because her son had dropped his sneaker on the guideway at Terminal 7. I contact the Operations Center and requested a clearance to access the guideway. After I got my clearance I went on the guideway and retrieve the child sneaker. The traveler left happy, saying "Thank you very much", he was going home and only had one pair.
Entry Num:
915
Company:
Bombardier
Employee:
GM
Name:
Artley Carter
Comments:
A traveler had 5 full smart carts and his family to get on the next train. I called the operation center and set up a hold at terminal 7 so he would be able to get everything and everyone on the train. I also had the operation center set up a hold at terminal 4 so everyone could get off safely. The traveler left happy, saying “I really have my hands full, Thank you”.
Entry Num:
914
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler approached me at T1 and was very upset and confused. The man did not speak any English and could not articulate his problem. I was able to gather information from tags on his luggage and documents he was carrying. I used the information gathered to make an educated guess as to the destination of the passenger. I would later find out, after escorting the passenger to T2/3 that he was separated from his wife and 2 kids. The family was happily reunited and smile broadly telling me “Thank you”.
Entry Num:
913
Company:
Bombardier
Employee:
GM
Name:
Artley Carter
Comments:
A traveler was upset because he spoke no English and he was separated from his family when they got off the train. I remembered him from T4 where his family asked me how they could get over to Delta at T3, so when I saw him again trying to explain his situation to another AirTrain unit I didn’t have to ask. I just got him on the inner loop train and took him to T3 where he found his family standing. The man’s wife said “Thank you”, as the rest of the family joked with him for getting lost.
Entry Num:
912
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because she had an overnight layover and was confuse and unsure about where she would stay and how to get some food. I gave her directions and guidance to traveler’s aid and to the food court where she could get assistance and purchase food and drinks. The traveler left happy, saying “You deserve every penny they pay, thank you very much”.
Entry Num:
911
Company:
Bombardier
Employee:
JR #149
Name:
Priscilla Everett
Comments:
A traveler was upset because we had the UPS shutdown switch from manual to bypass. He said he has been traveling for hours and was very tired; all he wanted to do was go home. I started to build a conversation, asking him where he arrived from, how was his trip and so forth. I apologize for the inconvenience and explain that this was necessary for the maintenance at the AirTrain. The traveler left happy, saying “Are you always this pleasant?” I told him most certainly, and that I was glad I was able to cheer him up.
Entry Num:
910
Company:
Bombardier
Employee:
AE
Name:
Artley Carter
Comments:
A traveler was upset because his MetroCard got stuck in the TVM unit at Jamaica Station. He didn’t know the number on the back of the card. I took his information. I explained to him that once we get his card out I would fill in the card number and send in the information for him. The customer left happy, saying “Thank you.”
Entry Num:
909
Company:
Bombardier
Employee:
JB
Name:
Greg Wade
Comments:
A traveler was upset because they missed the connecting flight when the first flight was delayed. I apologized to the passenger and advised them to speak with representation from the original flight that was delayed. I informed the passenger that they may be compensated with a hotel voucher. The customer left happy, saying “Thanks for the information.”
Entry Num:
908
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he left his black back pack on a train. As I was walking down the platform to go on my break, I saw a bag on the seat. The doors were closing and since I was not allowed to touch unattended bags, I jumped off the train before the doors closed. While I was exiting the train a male passenger was running down the platform frantically saying, “He left his bag on the train.” I got a description of the bag from him and told him I would call the agent at the next station to retrieve his bag. After a few attempts I was able to get the agent and told him to retrieve the bag from the train. The customer asked me my name, and then left happy, saying “I’m very happy and grateful my bag was recovered.”
Entry Num:
907
Company:
Bombardier
Employee:
AT
Name:
Greg Wade
Comments:
A traveler was upset because the ticket vending machine at the Howard Beach Station took his money. I explained to the passenger the policies and procedures regarding TVM machines not dispensing MetroCards when money is collected. I also showed the customer how to redeem their money back. The passenger accepted my explanation and understood the circumstances. The customers left happy, saying “Thanks to me.”
Entry Num:
906
Company:
Bombardier
Employee:
AT
Name:
Greg Wade
Comments:
A traveler was upset because the person who was going to pick them up did not arrive and they didn’t know how to get to their destination. I used one of my resiliency strengths that I been taught to help the passenger. I explained to her how to use the AirTrain system, subway system, and the information stations. The customers left happy, saying “Thanks from my heart.”
Entry Num:
905
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
A traveler was upset because she couldn’t find the location of her airline when viewing the AirTrain directory, if the flight is operated by a different airline. This delays me in arriving to the terminal on time. I advised her that I would see what could be done about having these flight listed. However, there are customer service representatives who can better guide you or give you the information you need. I agree that flights operated by other airlines should be listed, or an easier way of finding out your airline and its location. Remember we do care about your feedback. The customers left happy, saying “Thanks! I like it that you listened to me.”
Entry Num:
904
Company:
Bombardier
Employee:
RW
Name:
Priscilla Everett
Comments:
Some travelers were upset because the AirTrain had stop shuttling from Terminal 1 thru Terminal 7. I advised them that sometimes we have manual train movements and, when this happens, all automated trains will stop their movements as a safety precaution. This is to ensure there are no accidents. The customers left happy, saying “At least they are thinking of our safety. Thanks AirTrain personnel.
Entry Num:
903
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because he came to Jamaica Station looking for Long Term Parking. I told him to take the AirTrain to Federal Circle and make sure you transfer to the Howard Beach line. Then get off at Lefferts Blvd, and Long Term Parking is downstairs. The customer left happy, saying “I thank you for the help.”
Entry Num:
902
Company:
Bombardier
Employee:
QB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because the inner loop train didn’t come by as often as she usual expects. I apologized and explained to her that there weren’t as many trains on the inner loop track for that specific day. The customer left happy, saying “Thank you for explaining it to me.”
Entry Num:
901
Company:
Bombardier
Employee:
AE
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she had to stay overnight in the airport to wait for her flight the next morning and didn’t know where to go. I told her what terminal she could go to if she wanted to sit down, relax, look around, and have some coffee before her flight. The customer left happy, saying “Thank you.”
Entry Num:
900
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was upset because he took the wrong train and was on his way out of the airport. He wanted to go the terminals. I explained how the system works and where to look for AirTrain information. The customer left happy, saying “Thank you, next time I know what to do.”
Entry Num:
899
Company:
Bombardier
Employee:
AE
Name:
Artley Carter
Comments:
A traveler was upset because she could not speak English and didn’t understand where to go. I provided her with the airline list and AirTrain map. She then showed me the airline she needed. By showing her the maps she knew what train to take and where to get off at for the right track, all without speaking English. The customer left happy, saying “Thank you.” She knew how to say that.
Entry Num:
898
Company:
Bombardier
Employee:
QW
Name:
Artley Carter
Comments:
A traveler was upset because he had been back and forth throughout the system searching for his brown canvas shoulder bag. His shoes and other necessities for his travel were inside the bag. I had been aware that another agent was tagging a lost and found item at Terminal 5 with the same description. I informed the agent that I would be escorting the passenger to his location to retrieve the bag. The customer left happy, saying “Thank you so much. You’re the best.”
Entry Num:
897
Company:
Bombardier
Employee:
SM 153
Name:
Greg Wade
Comments:
A traveler was upset because he was separated from his wife while boarding the train at an earlier station. I contacted Operations to see if they had been contacted for help. They were then able to locate her using the public announcement system. The customer left happy, saying “Thank you so much.”
Entry Num:
896
Company:
Bombardier
Employee:
SM 153
Name:
Artley Carter
Comments:
A traveler was upset because he was unable to locate where he had parked his car several days ago. I studied his parking stub and came to the conclusion he had parked in Long Term Parking. I then gave him directions on how he could reach the Long Term Parking Station. The customer left happy, saying “Thank you, I’m glad you are here.”
Entry Num:
895
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she spoke broken English and was hard to understand. While talking to her I found out that she spoke Chinese. I asked a few passengers on the platform did they speak or know anyone who speaks Chinese. A gentleman went to get someone. He came back with a Chinese speaking man. She wanted to know which Terminal to go to because she had an early morning flight. After escorting her to Terminal 3, in broken English she said, “Thank you.”
Entry Num:
894
Company:
Bombardier
Employee:
WC
Name:
Artley Carter
Comments:
A traveler was upset because he lost his cell phone. I was on my break and seen a man looking around with a lost look. I approached him to find out what wrong. He then informed me that he lost his cell phone. I let him use my phone to call his phone. A woman answered the phone explaining that she found the phone on the train. I escorted him to her at Terminal 4. She gave him his phone. The customer left happy, saying “I’m glad you noticed me. Thank you very much. My life is in this phone.”
Entry Num:
893
Company:
Bombardier
Employee:
WC
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he lost his keys on the train. He was rushing to be on time for work. I heard my co-worker say that he found a set of keys. I radioed him back to inform him that I had someone hear saying he lost his keys. I sent him to my co-worker to see if those where his keys. An hour later the customer came back to me and said, “Thank you very much.”
Entry Num:
892
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she didn’t know which train to take. I asked her where she wanted to go. Once she told me, I then directed her to the right subway. The customer left happy, saying “Thank you.”
Entry Num:
891
Company:
Bombardier
Employee:
KA
Name:
Shameeka Brown
Comments:
A traveler was upset because she wanted to go to Howard Beach Station from Federal Circle. She stated she gotten on the wrong AirTrain, and went to Jamaica Station then back to Federal Circle. I explained to the passenger that there are two different AirTrain destinations that leave from Federal Circle. I told her to watch the monitors above the door to make sure she got on a Howard Beach train. A Jamaica train arrived at Federal Circle, and I noticed that the passenger was not on the platform. I searched both train cars and found the traveler on the wrong train. I directed her off the vehicle. I stood by with the passenger until a Howard Beach train arrived so I could put the passenger on board. The customer left happy, saying “Thank you.” I told the customer that she was welcome.
Entry Num:
890
Company:
Bombardier
Employee:
EH
Name:
Samuel Andre
Comments:
A traveler was upset because he wasn’t sure if he would be able to make his LIRR train. Two Howard Beach trains had past the AirTrain station and the passenger information display indicated that a third train would be next. I advised the passenger to hold on while I inquire about the Jamaica train, after I questioned him on what time he needed to be at Jamaica. I contacted Operations to check on what time the Jamaica train would arrive and if the passenger would make it to the LIRR on time. As it turns out the Jamaica train was not that far behind and he would make his LIRR train. The customer left happily in a rush, saying “Thank you.”
Entry Num:
889
Company:
Bombardier
Employee:
EH
Name:
Eric Mickles
Comments:
A traveler was upset because he has been working in the airport for some time and the AirTrain is always slow or having problems. As the passenger expressed to me after a long day at work, he would like to go home. I used my adaptation skill and told the passenger that I understand how he feels. But at the same time if you’re leaving work after twelve every transportation system slows down at that time. Since there are fewer passenger at this time work is being done on the tracks for everyone’s safety that rides the trains. The customer left happy, saying “I understand and will take that into consideration from here on in. But, sometimes a better schedule needs to be worked out. Thank you.”
Entry Num:
888
Company:
Bombardier
Employee:
NS
Name:
Eric Mickles
Comments:
A traveler was worried because he forgot his camera case in one of the trains. I got on the train, spotted the camera, and picked it up. Since I was told to disembark that vehicle and ride a train to Jamaica, I carried the case with me. Surely enough on my way back from Jamaica a call came over the radio. A passenger was looking for that camera case. I asked for a brief description of the case since it was only reported as a black case. I did acknowledge that I had the black camera case in my possession found on an inner loop train in the CTA. Then I confirmed with my colleague that I would be arriving at Federal Circle soon with the case. I used my listening and communication skills to help out the passenger. I was attentive to my surroundings. I noticed the case and listened to hear if anyone was looking for it. The customer left happy, saying “Thank you fir recovering my case that fast. Great service!”
Entry Num:
887
Company:
Bombardier
Employee:
NS
Name:
Samuel Andre
Comments:
A traveler was upset because he was waiting for the train over ten minutes while traveling to Jamaica Station. I used my understanding skills to let the passenger know that I understood how he feels, after traveling for so long he’s tired. But, at the same time I also explained to him that certain assignments have to be done at night in order to ensure that all the trains are safe. The customer left happy, saying “I understand, but passengers should be notified ahead of time.”
Entry Num:
886
Company:
Bombardier
Employee:
JB
Name:
Artley Carter
Comments:
A traveler was upset because they did not have change to purchase a MetroCard. It was after 10pm and the MetroCard agent was off duty. I advised the passenger that I would purchase the MetroCard from the MTA Booth. The customer left happy, saying “Thank you.”
Entry Num:
885
Company:
Bombardier
Employee:
US
Name:
Vladimir Myrthil
Comments:
A non-English speaking traveler was upset because she was separated from her spouse. Even though I was due to be off duty shortly afterwards, ATA 131 and I made sure that the parties were re-united with the aid of Operations. The customer left happy and were grateful for our patient effort in helping their reconciliation.
Entry Num:
884
Company:
Bombardier
Employee:
US
Name:
Artley Carter
Comments:
A traveling CCUSA student was upset because he didn’t have enough money to pay his fare at the hoard Beach Station. I suggested he use his MetroCard, with $2.50 left on it, and proceed to the next AirTrain Station, Lefferts Blvd. There he could take a NYC bus to his destination. The customer left happy, saying “Thanks for being helpful and understanding.”
Entry Num:
883
Company:
Bombardier
Employee:
CM
Name:
Greg Wade
Comments:
A traveler was upset because her unlimited MetroCard did not work. I explained that she needed to buy a separate AirTrain card. The customer left saying, “There need to be signs around.”
Entry Num:
882
Company:
Bombardier
Employee:
SL
Name:
Artley Carter
Comments:
A traveler was upset because he thought that the $7.25 MetroCard was for the entire day. I explained to the customer that the $7.25 MetroCard was only for one ride. He could purchase the $8.25 MetroCard which would be for the entire day, and a $5.00 card to exit the AirTrain system. The customer left happy, saying “Thank you.”
Entry Num:
881
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because money was taken at the TVM machine, but no MetroCard was dispersed. I wrote it on the log book and let the passenger out. The customer did have their receipt. The customer left happy, saying “Thank you.”
Entry Num:
880
Company:
Bombardier
Employee:
DP #145
Name:
Shameeka Brown
Comments:
A traveler was extremely upset and crying because she left her bag with her passport in it on the subway. She was here on vacation and on her way to the airport. I contacted the MTA agent at Howard Beach. At first the agent said there is nothing they can do. But after being a little pushy, I got them to call and contact one of their co-workers on that train. One of the cleaners found it and brought it back to the passenger at Howard Beach. The customer left happy, saying “Oh my God, you saved me” and then gave me a hi-five.
Entry Num:
879
Company:
Bombardier
Employee:
Vladimir Myrthil
Name:
CM
Comments:
A traveler was upset because he paid to come in to the station to ride the AirTrain , and he was upset he had to pay to leave. I told the passenger he was paying to ride the AirTrain to and from the airport. The traveler left a little upset.
Entry Num:
878
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
An elderly traveler was upset because she did not know how to work the TVM. I asked her if I can show her how to make her purchase. I then explained to her what she needed and how to purchase it. The traveler left happy, she was thankful for the help she received and was glad I was there to help her.
Entry Num:
877
Company:
Bombardier
Employee:
SA
Name:
Artlery Carter
Comments:
A traveler was upset because he was running late to work. He was in a rush when he left his work keys aboard the train. I grab the keys off the train, called the keys in on the radio. The traveler came back looking for his keys at Terminal 4. ATA sent traveler to Terminal 5 to pick up keys. The traveler left happy, saying "Thank you so much. I thought I wouldn't see them again".
Entry Num:
876
Company:
Bombardier
Employee:
Vladimir Myrthil
Name:
CM
Comments:
A traveler was upset because TVM 8003 at Jamaica did not give a metrocard or return their money. Lucky for the customer this transaction was witnessed by a customer service rep and a receipt was printed out. I explained that I could let them out. The traveler left happy, "Thank you".
Entry Num:
875
Company:
Bombardier
Employee:
EG
Name:
Eric Mickles
Comments:
A traveler was upset because he realized he left his envelope on the train when he reached Howard Beach. The envelope contained his passport and other vital documents. I radio to all agents to look out for his envelope on the Howard Beach train. An agent responded shortly stating he had the envelope. The traveler went to Howard Beach to retrieve his belongings. The traveler left happy, saying "Thank you very much for your quick action in securing my documents".
Entry Num:
874
Company:
Bombardier
Employee:
DP #154
Name:
Priscilla Everett
Comments:
A traveler was upset because they where lost in the AirTrain system. The customer wanted to get to Jamaica Station from Federal Circle. I shared system information and explained to them how to get to Jamaica. The customer left happy, saying “Thank you.”
Entry Num:
873
Company:
Bombardier
Employee:
DP #154
Name:
Eddy Pierre
Comments:
A traveler was upset because they lost their wallet at the Howard Beach Station. I found the wallet on the floor by the fare gate, and noticed the name. I found the customer on the A train platform and returned the wallet to them. The customer left happy, saying “Thank you very much.”
Entry Num:
872
Company:
Bombardier
Employee:
JL
Name:
Eddy Pierre
Comments:
A traveler was upset because she felt dizzy and needed water, but the store wasn’t open at the Howard Beach Station. I engaged the passenger, and gave her my sealed bottle of water. I asked her if she needed medical attention and she refused. I sat her down so she could relax and let it pass. The customer left happy, saying “If it wasn’t for me she would’ve been on a stretcher. She was very grateful because anyone else wouldn’t have offered.”
Entry Num:
871
Company:
Bombardier
Employee:
JB
Name:
Greg Wade
Comments:
A traveler was upset because they left their back pack on a Jamaica train. I contacted the Operations Center and learned that the bag was handed to the ATA at Jamaica Station. I then advised the passenger. The customer left happy, saying “Thanks for your help!”
Entry Num:
870
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because she lost her wallet and did not have any money. I told her to just leave me an ID and I will open the gate, you don’t have to worry about the AirTrain fare. The customer left happy, saying “Thank you for your help.”
Entry Num:
869
Company:
Bombardier
Employee:
MJ
Name:
Eric Mickels
Comments:
Travelers were upset because they were trying to go to Penn Station, and didn’t know what train to take. I told them to take the LIRR to 34th Street Penn Station, and there they can transfer to NJ transit. The customer left happy, saying “Thank you.”
Entry Num:
868
Company:
Bombardier
Employee:
DP
Name:
Priscilla Everett
Comments:
A traveler was upset because she was confused when her ticket read Delta. The passenger had about twenty minutes to catch her flight and spoke very little English. I was able to look at her ticket. I found out it was a Delta Airline ticket but, operated by Northwest Airlines. Even thought the terminal was different, I still got her on the right track to catch her flight. The customer left happy, saying “Thank you so much!”
Entry Num:
867
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
TSA customers were upset because they asked, “Why is the heat and air conditioning on at the same time on the trains?” Some trains have only heat on, but its summertime, how can this be? Imagine coming in from the heat outside only to be met with the heat on the trains inside. I replied, “I’m not sure why the heat would be on in the summertime on the trains, but I can ask the vehicles department if they have any knowledge of this situation. Perhaps, there is a good reason of which we don’t’ know about, I will look into this situation. The customer left happy, saying “Thanks for looking into things for us, we do appreciate it. Thanks!
Entry Num:
866
Company:
Bombardier
Employee:
NS
Name:
Eric Mickels
Comments:
A traveler was upset because her set of keys was jammed into a moving walkway. I listened to her very carefully and did my best to calm her down. I reassured her that we will do our best to remove the keys for her. She became a bit calmer and let us handle the situation. We did retrieve the set of keys and she was relieved. The customer left happy, saying “Thank you”, and apologized as well for all the panicking.
Entry Num:
865
Company:
Bombardier
Employee:
SM # 153
Name:
Artley Carter
Comments:
A traveler was upset because she had a lot of luggage and had been dropped off at the wrong Terminal for her airline. I apologized for the mistake and then proceeded to help her load her luggage onto the train. I escorted her to the right station for her flight. The customer left, happy, saying “Thank you very much.”
Entry Num:
864
Company:
Bombardier
Employee:
SM # 153
Name:
Artley Carter
Comments:
A traveler was upset because his flight had been canceled and he didn’t know where he could find a hotel to stay. I informed him to go to Federal Circle where he could use the courtesy phone to contact the hotels to get a room. The customer left happy, saying “Thank you Steve.”
Entry Num:
863
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
Travelers were upset because they canceled their flight and they didn’t want to pay to exit at Jamaica. I explained to the passengers that the airline cancels flights on a daily basis, but they still have to pay for the transportation to and from the airport. The customer left happy, saying “Ok thanks.”
Entry Num:
862
Company:
Bombardier
Employee:
SA
Name:
Artlety Carter
Comments:
A traveler was upset because she had picked up the wrong bag at Terminal 4. I first asked her what airline she came in on. I took her to baggage service at Terminal 4. They found her bag at baggage claim. The customer left happy, saying “Thank you so much.”
Entry Num:
861
Company:
Bombardier
Employee:
AT
Name:
Artley Carter
Comments:
A traveler was upset because she had a connecting flight at Terminal 2/3 and didn’t speak any English. I saw the passenger being helped by another Customer Service Representative. The customer still ended up from where she began at. Then I took her my self down to the ticketing counter. She really needed help getting where she had to go. The customer left happy, saying “Thank you” and we shook hands.
Entry Num:
860
Company:
MonthlyWinners
Employee:
Incentive Program
Name:
Monthly Winners
Comments:
Congratulations to our monthly winners - Kareem Allison and his supervisor, Shameeka Brown, of Air Train at JFK.
Pro Action is one of four resiliency strengths we talk about in Resiliency Edge class. Here (in the story below, Number 854) Kareem shows he took the training lesson to heart. Notice how he spotted lost luggage, then used his good pro active sense to help the customer get the luggage back in a timely way. See the story below for details, and again congratulations to Kareem and her "coach" Shameeka.
Story Num:854 Company:Bombardier Employee:Kareem Allison Name:Shameeka Brown Comments: A traveler was upset because she lost her luggage at the Howard Beach Station earlier in the day. I told the customer earlier in my shift that I was given an unattended luggage bag.
Instead of immediately tagging the item, I put the luggage in a secure place in case the customer realized they forgot their luggage. If I would have tagged the luggage, then the customer would have to wait and pick up the luggage from the Port Authority building.
The customer left happy, saying “Thank you very much.”
Entry Num:
859
Company:
Bombardier
Employee:
KA
Name:
Shameeka Brown
Comments:
A traveler was upset because he didn’t speak English well, but he had directions to follow. He needed to get on the Long Island Railroad to get to Montauk at Jamaica Station. I directed the passenger onto the next Jamaica train at Terminal 8. I asked any passenger on board if they where going to Jamaica and if so could they direct the passenger to AirTrain personnel. I radioed to the AirTrain personnel at Jamaica Station to assist the customer with getting the LIRR/ AirTrain MetroCard and direct him toward the LIRR. The customer didn’t say anything, rather just nodded his head. I told the customer to have a good day.
Entry Num:
857
Company:
Bombardier
Employee:
FD
Name:
Greg Wade
Comments:
A traveler was upset because she arrived at Howard Station and wanted to purchase an AirTrain 10 trip MetroCard. She thought the card could also be used on the subway or bus as well. I informed her that the MetroCard could not work on any other system. I suggested that she not use the card. I told her to mail in the card for a refund. The customer left happy, saying “Thank you!” She was still upset. She said the card choices were misleading. I understood her frustration and apologized to her.
Entry Num:
856
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A deaf traveler was upset because he arrived at Jamaica Station and wanted to purchase a $5 MetroCard and a 7 day unlimited subway card that was not on the machine. I began writing to him to find out what purchase was needed. I explained that the purchase could be made, but not all at the MetroCard machine. We went through the process together. The customer left happy, saying “Thank you!” He appreciated the attention I showed him. Although we were unable to speak though voice, the pen became our common ground for communication, as well as, eye and hand gestures.
Entry Num:
855
Company:
Bombardier
Employee:
OD
Name:
Myrna Perez
Comments:
A traveler was upset because he did no know how to get to his final destination in Brooklyn. I advised him to call his friends in Brooklyn, and told him that he can use my cellular to make the call. Once he knew which train to take it was easy for me to show him on the subway map where to go. The customer left happy, saying “Thank you for your help.”
Entry Num:
854
Company:
Bombardier
Employee:
KA
Name:
Shameeka Brown
Comments:
A traveler was upset because she lost her luggage at the Howard Beach Station earlier in the day. I told the customer earlier in my shift that I was given an unattended luggage bag. Instead of immediately tagging the item, I put the luggage in a secure place in case the customer realized they forgot their luggage. If I would have tagged the luggage, then the customer would have to wait and pick up the luggage from the Port Authority building. The customer left happy, saying “Thank you very much.”
Entry Num:
853
Company:
Bombardier
Employee:
KA
Name:
Eddy Pierre
Comments:
A traveler was upset because he was trying to get to Jamaica Station from Federal Circle and didn’t know what AirTrain to take. I noticed the passenger looking confused, so I asked him if he needed assistance. He said he needed a Jamaica train. I told the passenger that we have a maintenance assignment in place right now, so all trains going to and from Jamaica Station are running on the same platform. I told him I would direct him on the correct train to Jamaica. The customer left happy, saying “Thank you. I would have not been able to get to Jamaica.” I replied, “Your Welcome.”
Entry Num:
852
Company:
Bombardier
Employee:
JB
Name:
Artley Carter
Comments:
A traveler was upset because they left their bag on the train. I contacted Operations to check if anyone called about a lost bag. They advised me that ATA 142 had found a bag. I contacted the ATA who confirmed that the bag was at Terminal 5. I sent the passenger to Terminal 5 to meet up with the ATA and reunite him with his bag. The customer left happy, saying “Thanks for your help.”
Entry Num:
851
Company:
Bombardier
Employee:
David Baird
Name:
Wayne Sebro
Comments:
An employee was involved in a safety incident and was advised to get prescription safety glasses. He submitted the request and was given a sample frame and forms to bring to the eye doctor to have filled out. The employee then gave me, his supervisor, the forms and I gave it to the manager of the responsible safety person. A few weeks passed and the employee was concerned that he didn’t receive his safety glasses. I felt that the employee had a valid concern and as a member of management we “dropped the ball.” The safety concern was promoted and reinforced by management and all of the right steps were taken by the employee. He took the forms with sample frames to his eye doctor and completed his part of the process. Bottom line was that enough time had passed and he still had not received his glasses. While he was waiting for several weeks he had observed another employee get a pair of prescription safety glasses. This made his concerns heighten. I listened to his problem. I calmed him down by agreeing that this was a problem. I promised to check into and see what happened to his application. I got support from other members of management to hunt down the lost application and to re-submit it. I followed up with all information on the process until the glasses arrived for the employee. He was on his day off when they came, I called him at home to let him know that his glasses had arrived and we agrees on a location for me to put the until his next work day. The employee said, “Thank you, I felt like nobody cared.”
Entry Num:
850
Company:
Bombardier
Employee:
PE
Name:
Priscilla Everett
Comments:
A traveler was upset because his wife needed a wheelchair when she got off the train at Jamaica. I confirmed with the Operations Center, that we do not have wheelchair access at Jamaica. I asked the passenger if he wanted PAPD assistance, he replied “no.” I would have wanted someone to help me or a family member in that situation. The customer left happy, saying “Thank you so much.” He was pulling luggage while his wife appeared very weak and frail. She was slowly walking towards the faregates. I told him let me help with your luggage, and your wife could hold on to you. Although we took our time, they still had quite a walk over to the LIRR. I assisted them to the LIRR side. The customers left happy, saying “Thank you so much for your help.”
Entry Num:
849
Company:
Bombardier
Employee:
PE
Name:
Priscilla Everett
Comments:
A traveler was upset because her cell phone was not working on the Jamaica platform. Her mother was flying overseas, and had her cell phone in her bag. She tried to call; unfortunately the phone was not working. I engaged with the passenger, and put myself in her place. I left her use my phone to make her call. The customer left happy, saying “God bless you.”
Entry Num:
848
Company:
Bombardier
Employee:
KA
Name:
Samuel Andre
Comments:
Travelers were upset because they didn’t know they were on the wrong train for Long Term Parking. The passengers were on a Jamaica train looking confused and not knowing who to ask for assistance. I proactively boarded the train and asked did they need assistance. They stated they needed to go to Long Term Parking. I guided them off the Jamaica train and onto the next Howard Beach bound train toward Long Term Parking. The customers left happy, saying “Thank you, and have a good day.” I replied, “Your welcome, and you do the same.”
Entry Num:
847
Company:
Bombardier
Employee:
EG
Name:
Eric Mickels
Comments:
A traveler was upset because his flight arrived late and he was concerned about getting to Newark Station in New Jersey. I advised the passenger to take the Long Island Railroad in to Penn Station and provided him with the departure time. Once at Penn Station he would be able to board a NJ Transit train to Newark. The customer left happy, saying “Thank you for all your help.”
Entry Num:
846
Company:
Bombardier
Employee:
RI
Name:
Eric Mickles
Comments:
A traveler was upset because he forgot his case. The case had all his medicine and important papers. He thought he left it aboard a train and hoped that no one had taken it off the train out of the system. I asked the passenger about how long ago, and he said five or ten minutes. I called the ATA in the CTA to check incoming Jamaica trains, but the case was already in route to Jamaica Station. The ATA took the case off the train when it arrived. The customer left happy, saying “Thank you so much for helping me. I work for the Red Cross and although I travel all over, I never lost a bag.” I told him not to worry we would find the bag/case for him.
Entry Num:
845
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
Travelers were upset because they sat on the AirTrain for over forty minutes. Then they were told to take a bus at the Terminal, only to learn that there was no bus. The customers became very upset having to walk back and forth from the JetBlue Terminal to the AirTrain platform. One customer said, “Do you have any idea how long the walk is?” I agree, that new tactics need to be put into place when there are delays within the AirTrain system. However, we sometimes experience technical difficulties. I will speak to the upper management team to see if perhaps the bus bridges can be implemented a littler earlier rather than later, to shorten the delays. The passengers left happy, saying “Just know that some of us are upset because this means we’ll be late for work. Some of us will miss our very expensive air flights. But, thanks for talking to me anyway.”
Entry Num:
844
Company:
Bombardier
Employee:
MJ
Name:
Eric Mickles
Comments:
A traveler was upset because he missed his flight at Terminal 1 and didn’t know where to go to pass the time. I told him that he can go to Terminal 4 for something to eat and drink. The customer left happy, saying “Thank you sir.”
Entry Num:
843
Company:
Bombardier
Employee:
OD
Name:
Myrna Perez
Comments:
A traveler was upset because he arrived at Kennedy Airport instead of LaGuardia Airport. He was carrying two heavy suitcases, therefore I advised him to take a taxi at Terminal 4. I explained to him that the trip should take about thirty minutes. The customer left happy, saying “Thank you.”
Entry Num:
842
Company:
Bombardier
Employee:
EG
Name:
Myrna Perez
Comments:
An international couple was upset because they misplaced their bag containing their passports and other documents. They could have possibly left it on the platform or train. A passenger presented a bag to me that she had found on the train. It was the same lost bag. I met up with the international couple to retain their bag. They were very happy and started to cry. I advised them that an honest passenger had turned in their bag. The customers left happy, saying “Thank you so much for all your help.”
Entry Num:
841
Company:
Bombardier
Employee:
WA
Name:
Shameeka Brown
Comments:
A traveler was upset because she didn’t speak English and couldn’t understand the train or station announcements to determine which train she needed to take. She only spoke Arabic. I helped the passenger find her train in Arabic. The customer left happy, saying “Thank you so much and God bless you”, in Arabic.
Entry Num:
840
Company:
Bombardier
Employee:
FD
Name:
Greg Wade
Comments:
A traveler was upset because he arrived at the Airport a day early. I had to explain to him that the exit is a charge, as well as, the correct day that he needed to travel. I helped him buy a reduced ticket that would work for both exit and entry. The customer left happy, saying “Thank you!” He appreciated the money saving idea as well.
Entry Num:
839
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A French couple was upset because they had arrived at Howard Beach and their MetroCard did not work. They were already late for their flight. I suggested that they go to the ATM machine across the street. I apologized for not being able to allow them entry due to our policy. The customers left happy, saying “Thank you!” They were not pleased, but understood the situation.
Entry Num:
838
Company:
Bombardier
Employee:
MJ
Name:
Samuel Andre
Comments:
A traveler was upset because they were trying to go to Terminal 1 and had taken the AirTrain to Federal Circle. I told them to take the elevator up one floor and then take the next train one stop to Terminal 1. The customer left happy, saying “Thank you sir.”
Entry Num:
837
Company:
Bombardier
Employee:
GM
Name:
Greg Wade
Comments:
A traveler was upset because he wanted to catch a flight to Denver but, the Airline he wanted to use was booked solid. I let him know of other Airlines he might be able to fly. I gave him a map of the AirTrain with all the Terminals and with instructions on how to get around the Airport. I told him to go to Terminal 3 for Delta, Terminal 5 for JetBlue, and Terminal 8 for American. The customer left happy, saying “Thank you, this is a very big Airport and I would have been lost without your help.”
Entry Num:
836
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he, along with his wife and son, just got off a Howard Beach train at Terminal 4 and his son realized that he had forgotten his book bag on one of the Inner-loop trains. The bag contained his Nintendo, along with several hundreds of dollars of software. I checked all the Inner-loop trains, and there was nothing. The family left Terminal 4 with the young boy in tears. A short time later an employee from American Airlines handed me the bag the boy had lost. I called the Operations Center and had them make an announcement on the train that I believed the family was on. They heard it. The customers left happy, saying “My son was broken hearted and I just spent all of our money on our trip. It would have been a long time before I could have replaced the games that he’s so crazy about.” The man wanted to give me something for my help, I told him no, it made my day just to see another happy ending.”
Entry Num:
835
Company:
Bombardier
Employee:
GL
Name:
Artley Carter
Comments:
A traveler was upset because they were unable to figure out how to distinguish between Howard Beach and Jamaica bound trains. I directed the passenger’s attention toward the display and explained it would indicate Jamaica in red letters and Howard Beach in green letters. The customer left happy, saying “Thank you very much.”
Entry Num:
834
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was leaving the AirTrain and waiting for her subway train when she dropped her JFK ID without knowing it had fallen. I picked it up from the floor and looked at the picture. Putting the face on the ID together with the woman waiting, I gave her the JFK ID. The customer left happy, saying “Thanks. I didn’t even know it was missing. When I got to work tomorrow I would have been in big trouble.”
Entry Num:
833
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because their wheelchair got stuck in between the barriers at the faregate. I opened the faregate so he could back up, and then reopened the ADA faregate. The customer left happy, saying “Thanks, but the gates should be marked clearer.”
Entry Num:
832
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because his bag got stuck in the faregate. I told him not to worry we can open the gate and get your bag through. The customer left happy, saying “Thanks, it would have been a long trip without any clothes.”
Entry Num:
831
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because the A Train was not in service and he needed to get to Manhattan. I told him he could go back on the AirTrain and go to the Jamaica Station. At Jamaica Station he could get the E Train to Manhattan. The customer left happy, saying “Thanks, I didn’t want to stand around and wait for the A Train to work. Who knows when it will work again?”
Entry Num:
830
Company:
Bombardier
Employee:
NS
Name:
Eric Mickles
Comments:
A traveler was upset because he didn’t know where exactly to go and meet his party that was coming from Jamaica. Someone alerted PAPD regarding a disturbed passenger. I met with the passenger and spoke to him, while he was also being assisted by PAPD. I listened to him and was able to calm him down. After gathering all the information, I directed him to the right location. I also communicated with my colleagues to make sure he got off at the right Terminal. The customer left happy, saying “Thank you for all your help.”
Entry Num:
829
Company:
Bombardier
Employee:
JR # 149
Name:
Priscilla Everett
Comments:
A traveler was upset because she left her purse that had money and other important documents on the Inner-loop train. I got on the Inner-loop train to look for her purse and I surely found it. The passenger was at Terminal 8 with my co-worker. I advised him that I was in possession of the purse, so the passenger can maker her way to Terminal 2/3. The customer left happy, saying “I don’t know how to thank you enough. I was two seconds away from crying.”
Entry Num:
828
Company:
Bombardier
Employee:
CW
Name:
Greg Wade
Comments:
A traveler was upset because she lost her kids on the train. I met up with the kids at Terminal 8, and then I called Operations to let them know I found the children. The customer left happy, saying “Thank you for finding my kids. I appreciate that very much.”
Entry Num:
827
Company:
Bombardier
Employee:
CW
Name:
Artley Carter
Comments:
A traveler was upset because they lost their phone. I called over the radio to let everyone know that I had the phone. The customer left happy, saying “Thank you for your help and being there at the right time.”
Entry Num:
826
Company:
Bombardier
Employee:
CW
Name:
Artlety Carter
Comments:
Travelers were upset because they didn’t know their directions to the hotel in Manhattan. I showed them a map of the subway to match their hotel address. The customers left happy, saying “Thank you for the directions and you are a very nice kind person.”
Entry Num:
825
Company:
Bombardier
Employee:
US
Name:
Vladimir Myrthil
Comments:
A traveler was upset because his luggage was trapped on the AirTrain at Federal Circle. The passenger was frantic as the train departed the station. I alerted my Supervisor, Vladimir, who had exited the very same vehicle. Together, with the help of ATA # 128, we were able to reunite the passenger with all misplaced belongings. The customer left happy, saying “You and your crew are outstanding service agents, you really made my day.”
Entry Num:
824
Company:
Bombardier
Employee:
US
Name:
Greg Wade
Comments:
A traveler was upset because she left her laptop aboard a Jamaica train. I notified Operations of the matter, and together we were able to resolve the issue by locating it on the very next train. The customer left happy, saying “Thanks so much.”
Entry Num:
823
Company:
Bombardier
Employee:
GL
Name:
Artley Carter
Comments:
A traveler was upset because he was unsure as to the fastest way to reach his destination in Manhattan. I ascertained his exact destination and used a map to illustrate to the passenger the best route to get there. The customer left happy, saying “Thank you.” The passenger returned a few hours later saying, “That worked out perfectly, thank you very much for your help.”
Entry Num:
822
Company:
Bombardier
Employee:
GL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she was at the Howard Beach Station and needed to get to the Jamaica Station. She spoke little to no English and was very confused. Since I was about to proceed to Federal Circle, I was able to escort the passenger and assist her in boarding the Jamaica train. The customer left happy, saying “Thank you sir.”
Entry Num:
821
Company:
Bombardier
Employee:
US
Name:
Greg Wade
Comments:
Travelers were upset because they missed their flight and needed to exit at Jamaica Station, but did not have an AirTrain exit MetroCard. I solved the dilemma by knowing I had a MetroCard left behind two days prior. I proceeded to allow the couple to exit successfully. The customers left happy, saying “Thank you for your generosity and gratuity.”
Entry Num:
820
Company:
Bombardier
Employee:
SM # 125
Name:
Artley Carter
Comments:
A fellow airport employee approached me with a non – English speaking passenger in need of assistance. I looked over the passenger’s paperwork and confirmed that the passenger was traveling on Air China. Utilizing hand gestures and key words like Air China, I assured the passenger that I would escort him to the right place. The customer left happy, saying “Thank you, thank you, thank you, as he left smiling to join the check–in line.”
Entry Num:
819
Company:
Bombardier
Employee:
Sm # 125
Name:
Vladimir Myrthil
Comments:
A traveler was upset because the TVM machine failed to add value or return his money. I advised the passenger that the refund process was simple. I provided him with the appropriate form and a brief overview on how to fill it out. The customer left happy, saying “Thanks.” He couldn’t afford to loose money.
Entry Num:
818
Company:
Bombardier
Employee:
SM # 125
Name:
Greg Wade
Comments:
A traveler was upset because she traveled around the AirTrain system on the Howard Beach line twice while trying to get to Jamaica Station. I advised her that Howard Beach and Jamaica are two different trains. I further explained what key indicator will help her to tell the difference between the two lines. I waited with the passenger until she boarded the Jamaica Train. The customer left happy, saying “Thanks for the lesson.” We shared a brief laugh before the train departed.
Entry Num:
817
Company:
Bombardier
Employee:
SM # 125
Name:
Artley Carter
Comments:
A traveler was upset because he felt he was poorly informed when he purchased his MetroCards. I inquired how much traveling and how long he would be visiting the city. I also suggested how he could best utilize his purchase and how to refund the unused MetroCards. The customer left happy, saying “Thank you. I feel a lot more confident about my purchase.”
Entry Num:
816
Company:
Bombardier
Employee:
KA
Name:
Eddy Pierre
Comments:
A traveler was upset because he was back at Federal Circle for a second time. I asked the passenger if he needed help, he said he was trying to get to Atlantic Avenue and Flatbush Avenue. He was told by another employee to leave from Howard Beach, and go to Jamaica Station to take the LIRR to Atlantic and Flatbush. I gave the passenger both options with regards to traveling on the AirTrain. He did not want to pay $5 for the AirTrain. I advised him he could go to Terminal 4 and catch the B15 bus to New Lot Avenue, and then transfer to the #3 subway. The customer left happy, saying “Thank you.” I told him he was welcome and to have a good day.
Entry Num:
815
Company:
Bombardier
Employee:
RI
Name:
Samuel Andre
Comments:
A traveler was upset because they left their laptop bag on the platform at Jamaica and it contained: all their traveling papers, information, and money. I got the bag off the platform and called over the radio to communicate that I found the bag. The ATA at the next stop, Federal Circle, responded that the passenger was there and would be sent to me to retrieve the bag. The customer left happy, saying “Thank you so much, we almost had to cancel our vacation if we didn’t find our bag.”
Entry Num:
814
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he had to catch a train at Penn Station to go upstate and if he missed that train he would have to wait for another train the next day. I told him to get on the next Jamaica train and catch the first train on the LIRR going to Penn Station. I explained to him, that was his best chance to catch that train. The customer left happy, saying “I would have had no idea how to do this without your help. Thank you, you saved the day for me.”
Entry Num:
813
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she had gotten off the train at Howard Beach and remembered that she had left one of her bags on the platform seats at Terminal 8. I called over the radio to the AirTrain Agent covering Terminal 8 to check to see if the bag was still on the seats. The AirTrain Agent quickly went from Terminal 7 to Terminal 8 and recovered the bag. The customer left happy, saying “I had presents for everyone in that bag and it would have spoiled my trip home if you didn’t find it. Thank you so much.”
Entry Num:
812
Company:
Bombardier
Employee:
DA
Name:
Eddy Pierre
Comments:
A traveler was upset because the price of her LIRR tickets was so expensive. I helped the passenger by showing her the correct LIRR ticket to purchase at the TVM machine. Being that it was off peak and she was a senior citizen, she could get a discounted price. The customer left happy, saying “Thank you so much, I would have never known without your help.”
Entry Num:
811
Company:
Bombardier
Employee:
DA
Name:
Priscilla Everett
Comments:
A traveler was upset because she purchased a $25 ten trip MetroCard, and only used it four times. Her card had already expired back in April and she wanted to get a refund for the unused rides. I explained to the passenger that the screen explains the time life on a card. I also advised her that the ten trip card offers passenger ten rides at half the price. After all the explaining, the passenger understood she had purchased the wrong card for her needs. The customer left happy, saying “Thank you explaining the difference in cards and felt better knowing she had not lost any money.”
Entry Num:
810
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she purchased a ten trip MetroCard, believing the card could also be used on the NYC subway system. I suggested that she purchase a new MetroCard to exit the AirTrain system. I told her that it would best not to activate the MetroCard. The best thing to do is to submit the card for a refund. The customer left happy, saying “Thank you!” She also apologized for not taking the offer of help when I extended it. This would have prevented the initial error.”
Entry Num:
809
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler was upset because their flight got cancelled and they had to pay to exit at Jamaica Station. I was very understanding, I explained to the passengers that what happens with the Airline, doesn’t affect the AirTrain. The passenger still requested to speak to a supervisor. I called CSS Wade, who told me that the passengers still have to pay to exit the system. The customer left happy, saying “Thank you for at least making the call.”
Entry Num:
808
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because her daughter and her luggage were on the AirTrain, and she wasn’t. I radioed my co-worker and told him of the situation. He responded by getting on the train at the next terminal to reunite mother, daughter, and luggage. The customer left happy, saying “Thank you.”
Entry Num:
807
Company:
Bombardier
Employee:
WC
Name:
Artley Carter
Comments:
A traveler was upset because she was late for her flight and couldn’t find her Airlines. I directed her to the proper AirTrain that would get her to the Airline she needed. The customer left happy, saying “I’m so glad you are here.”
Entry Num:
806
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they didn’t understand how to insert the MetroCard into the faregate slot, even with the directions posted. I physically showed the customer how to insert the card. The customer left happy, saying “Thank you, glad you guys are here.”
Entry Num:
805
Company:
Bombardier
Employee:
US
Name:
Greg Wade
Comments:
A traveler was upset because he left his computer aboard a Jamaica bound AirTrain. I alerted the Operations Center of the status of said AirTrain, and was able to find the bag with the computer inside. The customer left happy, saying “Much appreciations to you and your company.”
Entry Num:
804
Company:
Bombardier
Employee:
JK #160
Name:
Eric Mickles
Comments:
A traveler ran over to me frantic because she lost her black tote bag containing her job laptop. I used my communication and listening skills to immediately respond to her needs. I alerted ATAs and Operation Center, by radio, to start searching for her lost bag. Her bag was found at Terminal 4. The customer left expressing her gratitude, saying “Due to the recession she could not afford to replace it with another one.”
Entry Num:
803
Company:
Bombardier
Employee:
US
Name:
Greg Wade
Comments:
A traveler was upset because she’d been separated from her parents inadvertently by the AirTrain. I used the description given by Operations to find the missing passenger. The passenger was found by me and with coordination from another agent, the union was re-established. The customer left happy, saying “Thank you for your kindness and patience.”
Entry Num:
802
Company:
MonthlyWinners
Employee:
Incentive Program
Name:
Monthly Winners
Comments:
Congratulations to Natasha St. Laurent, an Air Train employee, and to her supervisor, Myrna Perez, for demonstrating outstanding customer service leadership to win this month's "Resiliency Edge" award.
Below, in story number 795, Natasha shows how she applied her "pro action" skills from Resiliency Edge training to help a distressed traveler reclaim her computer. It's Natasha's quick thinking and follow through that turned the upset traveler into a satisfied JFK customer.
Thank you, Natasha, for great work - and thank you, Myrna, for supporting all your employees to do their best. Read the full story below:
Story Number 795 Name. Natasha St. Laurent Supervisor: Myrna Perez Comments:
A traveler was frantic because she lost her tote bag that contained her laptop. As I was monitoring my radio I heard ATA call another agent to check a Jamaica train with the bag description. I used my listening and communication skills and took it upon myself to start searching the Jamaica train as well. Surely enough I found the bag on a Jamaica train. I communicated with the agent that I have the bag in my possession. The passenger was sent to me. The customer left happy, saying “She couldn’t thank me enough for locating her bag. I saved her a lot of money and grief.”
Entry Num:
801
Company:
Bombardier
Employee:
KA
Name:
Eddy Pierre
Comments:
A traveler was upset because she wanted to go to Brooklyn and spend the day, but didn’t know where she should go. Her flight was leaving out at 9:40 PM, so she had approximately 12 hours to spare. I engaged the passenger and used my knowledge of Brooklyn suggest a location. I gave her a couple of options with directions. The passenger decided to go to the Botanic Garden near Prospect Park. The customer left happy, saying “Thank you and I hope I don’t get lost.” I responded, “Your welcome and you won’t get lost if you follow those directions.”
Entry Num:
800
Company:
Bombardier
Employee:
MJ
Name:
Eric Mickles
Comments:
A traveler was upset because he needed a hotel that was located in Long Island. The passenger didn’t know how to get to his hotel. I told him to go back to Delta Terminal 2-3 and have them call the hotel for a shuttle bus. The customer left happy, saying “Thank you sir.”
Entry Num:
799
Company:
Bombardier
Employee:
NS
Name:
Myrna Perez
Comments:
A traveler was upset because he had to pay his fare to come into the system. He had an unlimited MetroCard which didn’t work. He was using very abusive language. I used my professional skills to remain calm and request for additional back up. The customer left upset because he didn’t like the end result of the situation. He ended up paying his fare with the presence of PAPD.
Entry Num:
798
Company:
Bombardier
Employee:
SM # 153
Name:
Artley Carter
Comments:
A traveler was upset because he could not understand English and needed to get to Terminal 5 for a JetBlue flight. I used the AirTrain brochure and system map to illustrate his route. After all else failed, I obtained permission and escorted him by train to his terminal. The customer nodded his head in appreciation.
Entry Num:
797
Company:
Bombardier
Employee:
SM # 153
Name:
Artley Carter
Comments:
A traveler was upset because her flight had been cancelled after being three hours delayed. I assured the passenger of the dangerous weather conditions, thunder storms. I reminded her of the past few incidents that included planes and bad weather conditions. The customer left happy, saying “Thank you from my heart.”
Entry Num:
796
Company:
Bombardier
Employee:
AT
Name:
Artley Carter
Comments:
A traveler was upset because she didn’t speak English and she only knows sign language. While looking for help, commuters and employees just ignored her. I used one of my resiliency strengths of sign language to help her. I provided her with directions and information about the AirTrain. The customer left happy, saying “Thank you from my heart.”
Entry Num:
795
Company:
Bombardier
Employee:
NS
Name:
Myrna Perez
Comments:
A traveler was frantic because she lost her tote bag that contained her laptop. As I was monitoring my radio I heard ATA call another agent to check a Jamaica train with the bag description. I used my listening and communication skills and took it upon myself to start searching the Jamaica train as well. Surely enough I found the bag on a Jamaica train. I communicated with the agent that I have the bag in my possession. The passenger was sent to me. The customer left happy, saying “She couldn’t thank me enough for locating her bag. I saved her a lot of money and grief.”
Entry Num:
794
Company:
Bombardier
Employee:
KO
Name:
Priscilla Everett
Comments:
A traveler was confused because they didn’t know which card to purchase and how to get to his final destination. I explained their options and which one I thought would be more cost effective for them. They agreed. Then I took them to the map and showed them step by step how to get to their destination. The customer left happy, saying “Thank you so much, and offered to give me a $5 tip, but I refused. He asked are you sure? I said yes, but thank you anway.”
Entry Num:
793
Company:
Bombardier
Employee:
EK
Name:
Samuel Andre
Comments:
A traveler was upset because she was running late for her flight with JetBlue and the AirTrain was not coming fast enough. I told the passenger that in the future she should be at the airport two hours in advance, so that it would not happen again. Furthermore, I P-Telled Operations for the next train arrival and let the passenger know that the train would be at the location in two minutes. The customer left happy, saying “That I had been a great help to her and it was very good that I was on the platform to help her out.”
Entry Num:
792
Company:
Bombardier
Employee:
JL
Name:
Priscilla Everett
Comments:
Travelers were upset because his teammates and coaching staff got separated at Federal Circle. I was on the platform and noticed him getting left behind, due to the doors closing on him. I radioed to Operations and notified the ATA at Terminal 4, JetBlue. ATA sent the coach back to Federal Circle and they were reunited. The customers left happy, saying “Thank you for your fast acting. The child said I was a cool dude. Both agreed that if they hadn’t been reunited sooner, they would have missed the flight.”
Entry Num:
791
Company:
Bombardier
Employee:
JL
Name:
Priscilla Everett
Comments:
A traveler was upset because the child’s backpack was left behind Terminal 4. I was observant and acknowledge that she was in route to Federal Circle with two children. I radioed ATA with description of passengers and backpack, then requested for them to be routed back to retrieve it. The customer left happy, saying “I was kind and very alert, and she wished her children were as responsible as me.”
Entry Num:
790
Company:
Bombardier
Employee:
KA
Name:
Eddy Pierre
Comments:
A traveler was upset because he mistakenly left his backpack on the AirTrain and thought he would miss his flight. I was proactive and alerted Operations to communicate to all agents the description of the lost bag. After checking the approaching Jamaica Station bound train, the backpack was found left on the seat. The customer left happy, saying “The supervisor who brought the bag was very professional. I made my flight with ten minutes to spare.”
Entry Num:
789
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler was upset because he left his I Phone aboard a Jamaica train. I was proactive, an ATA called over the radio to check the next Jamaica train pulling into Federal Circle. When the train arrived into the station, I found the phone on the seat, and reunited the passenger with his phone. The customer left happy, saying “Thank you. I really thought I lost it and wouldn’t see it again.”
Entry Num:
788
Company:
Bombardier
Employee:
JR # 149
Name:
Priscilla Everett
Comments:
A traveler was upset because he said theres no where in this airport that states how to get back to long term parking. I explained to him that I can’t answer for the rest of the airport, but I can show him where on the AirTrain platform he can find that information. I walked him over to the information box on the platform and showed him the AirTrain map with the breakdown. I also explained to him that the train also makes announcements where they’re going each stop it makes. The customer left happy, saying “Thank you so much for taking the time to explain. He also apologized for his behavior, stating that he had a long flight.”
Entry Num:
787
Company:
Bombardier
Employee:
DP
Name:
Priscilla Everett
Comments:
A traveler was upset because their car was towed. I explained to the customer that at airports they can never leave their car unattended. I told the customer to take the shuttle at Federal Circle to the pound, to pick up their car. The traveler left happy, saying “Thank you, I’ll put it in the lot next time.”
Entry Num:
786
Company:
Bombardier
Employee:
JK # 160
Comments:
A traveller was upset because they dropped there show on the guide way. I observed an ATA proceed to the LCP panel to retrieve a visibility vest, his flashlight, and a clearance pad. With communication, the ATA took clearance and retrieved the shoe. The customer left happy, saying “Thank you, I hugged and kissed him on the cheek.”
Entry Num:
785
Company:
Bombardier
Employee:
JK
Name:
Samuel Andre
Comments:
A traveler was upset because she was unable to locate her airline terminal. I spotted this young French, whose command of the English language was limited. She was visibly upset at her inability to decipher the information board. As I approached her, she uttered some words in her native tongue. Well aware of the challenges that lied ahead, I was fully determined to resolve this issue and get her to her final destination. I used an alternative approach to overcome the language barrier. Through body language, hand movements, and various gestures, I was able to figure out where she needed to go. At this point, I escorted the passenger to her terminal of departure. The customer left happy, saying “Au revoir.” We laughed.
Entry Num:
784
Company:
Bombardier
Employee:
KA
Name:
Eddy Pierre
Comments:
Travelers were upset because when the couple arrived at Federal Circle to rent a car, no rental car company had any vehicles available. Couple explained they had to attend a very important function in Long Island. They asked for the nearest rental car company. I explained to them that they could take the AirTrain to Jamaica Station and catch the Long Island Railroad nearest to their destination. They could also catch a cab from there. I told them that it was Friday afternoon, the highways were packed with rush hour traffic and driving might not be your best option. The customers left happy, saying “They would try my suggestion since it made sense and they would be saving money.”
Entry Num:
783
Company:
Bombardier
Employee:
FD
Name:
Greg Wade
Comments:
A blind traveler arrived at Jamaica Station wanting to go to the Airport. He was in hurry. I offered to escort him to the Jamaica platform area. He accepted the offer. The passenger walked so fast, though he was blind. I told him to slow down many times in fear that he would bump into someone. We both laughed at his speed. I told him that I felt as though he escorted me to the platform and not the other way around.
Entry Num:
782
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
Travelers were upset because they used the wrong exit at the Howard Beach Station. They purchased a $10 MetroCard, with the intention of purchasing a seven day MetroCard. They spent $7.25 of the $10 MetroCard while using the wrong exit. I suggested that she added more money to pay for the $5 exit. Since her husband was already in the subway, I advised that she only purchase one seven day MetroCard. She would have to purchase the second card the next day. The traveler left happy, saying “Thank you.” She apologized for not understanding the first instructions. To be safe, I walked her though the entire transaction the second time.
Entry Num:
781
Company:
Bombardier
Employee:
KA
Name:
Eddy Pierre
Comments:
A traveler was upset, confused, and lost. She began to sob because she didn’t want to miss her flight on AirTran Airlines. I engaged the passenger and asked where she was trying to go. Initially, she said she needed AirTrain, but upon further investigation I discovered the passenger wanted to go to AirTran Airlines. She was mistakenly dropped off at the wrong airport. The passenger should have been at LaGuardia Airport. The traveler left happy, saying “Thank you, after I directed her to ground transportation for the shuttle bus to LaGuardia Airport.
Entry Num:
780
Company:
Bombardier
Employee:
EH
Name:
Eric Mickles
Comments:
Travelers were upset because the train doors were closing to fast for their large group. I told the group that they would need to use all available doors. I requested, on the radio, for the incoming train to keep the doors open, so they could board without being hit or having to hold the doors open. I advised Operation of where they would be getting off, so that they would delay the doors closing. The customer left happy, saying “Cheers.”
Entry Num:
779
Company:
Bombardier
Employee:
EH
Name:
Eric Mickles
Comments:
A traveler was upset because he was going to miss his Long Island Railroad train if he didn’t arrive at Jamaica Station at a certain time. He LIRR train only stopped every hour. The passenger and I were at Terminal 1, so I was able to take him to Terminal 8 on the inter loop. He could take the next Jamaica train going out t Jamaica Station. The customer left happy, saying “Thank you.” He didn’t think he was going to make it, but the timing looked good.
Entry Num:
778
Company:
Bombardier
Employee:
GM
Name:
Greg Wade
Comments:
A traveler was upset because she didn’t speak English and she was completely lost. Because she couldn’t speak English, I just looked at her ticket information and found out that she needed to get to Sun Country Airlines. I had her get on the next train with me and we both made our way to Terminal 4. She was so nervous she didn’t try to speak a word. I was just happy to see her on her way safely.
Entry Num:
777
Company:
Bombardier
Employee:
GM
Name:
Greg Wade
Comments:
A traveler was upset because her young son was left behind on the platform at Terminal 8 as the family was trying to make their way to Terminal 7. When I noticed this happening I didn’t let the boy out of my sight. As soon as the next train came I took the boy over to Terminal 7 and reunited him with his mother. The traveler left happy, saying “Thank you so much, I thought I was going to have a heart attack when I saw the doors close before my son could get on the train. Thank you again for looking out for my son.”
Entry Num:
776
Company:
Bombardier
Employee:
AE
Name:
Eric Mickles
Comments:
A traveler was upset because she had no change to get a one-way ticket for the AirTrain and subway. She was under the impression that we had change at the station. She didn’t have a credit card either. I explained to her that after the vendor leaves there is no change and no one sells subway cards. I took her information, id number, and name then let her through the faregates. The traveler left happy saying “Thank you. I’ll be back in about ten minutes.” Later she returned to pay her fare and I thanked her.
Entry Num:
775
Company:
Bombardier
Employee:
NS
Name:
Eddy Pierre
Comments:
A traveler was concerned because he left his bag that has a camera, GPS, and other personal items on a Howard Beach bound train. I became proactive, and quickly sent out and announcement to all AirTrain Units with a brief description of what to look for. I also looked on every Howard Beach Train at Terminal 5. I finally located the bag on board train 107, and then I verified that every item was there. The traveler left very happy and pleased a search was put in place. He thanked me for my assistance.
Entry Num:
774
Company:
Bombardier
Employee:
SM #153
Name:
Greg Wade
Comments:
A traveler was upset because the train had made the incorrect announcements causing him to miss his stop. I apologized to the passenger, explained that we were experiencing difficulties with the system, and instructed him on how he could get back to his stop. The customer left happy, saying “Have a good day.”
Entry Num:
773
Company:
Bombardier
Employee:
DP #145
Name:
Priscilla Everett
Comments:
A traveler was upset and confused because when she arrived at the Howard Beach Station she didn’t have correct directions to their destination, and spoke very little English. I was able to figure out the location by a few words that were written in English. I got her escorted to Jamaica Station to catch the E Train toward Flushing. The customer left happy, saying “Thank you sir.”
Entry Num:
772
Company:
Bombardier
Employee:
WC
Name:
Vladimir Myrthil
Comments:
A traveler was upset because we had only one train running between Terminal 1 and Terminal 8. I explained that we are having problems in the system and we are taking are of that problem. The customer left happy, saying “I’m glad you are here to explain to us the situation going on.”
Entry Num:
771
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because the signs throughout the AirTrain system don’t explain enough information for him to get around the system. I showed him the signs around the system explaining how to get to his destination. I also showed him the map of the information panel. The customer left happy, saying “I didn’t realize there was a map and other signs to help navigate around.”
Entry Num:
770
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she couldn't find the arrival flight from the Dominican Republic at JetBlue. I explained to her that all arriving flights from the Dominican Republic were at Terminal 4, while all other JetBlue flights are at Terminal 5. The customer left happy, saying “Thank you. They should have signs and information letting us know. She had been riding around for a half an hour looking.”
Entry Num:
769
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
Travelers were upset because they were staying at the Best Western hotel in JFK not knowing they had to pay for the AirTrain to connect to the E Train everyday. They said, it was too much money for the five days they were visiting. I explained that they can purchase a ten trip AirTrain card, that is half the price, and get a separate seven day Metrocard. The customers left happy, saying “They were so glad to have spoken with me, I saved them a bundle.”
Entry Num:
768
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because he didn’t know what to do to exit the AirTrain system. He also needed to directions to Upstate New York. I helped him get his tickets for the AirTrain and subway. I also wrote down step by step directions for him to get to his location. The customer left happy, saying “You’re wonderful.”
Entry Num:
767
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because he lost his back pack and he didn’t know where he had lost it. He was from South America and his passport was in the back pack. I called over the O&M radio to all AirTrain agents to be on the look out for a black back pack. The ATA 122 at Federal Circle had found the back pack. The customer left happy, saying “Thank you God bless.”
Entry Num:
766
Company:
Bombardier
Employee:
US
Name:
Eric Mickles
Comments:
A traveler was upset because he lost an envelope containing an undisclosed amount of cash. I searched the area in question, Terminal 8. Fortunately, in elevator # 2, I found the item in question. The customer left happy, saying “I’m forever grateful to you sir.”
Entry Num:
765
Company:
Bombardier
Employee:
AE
Name:
Eric Mickles
Comments:
A traveler was upset because her sister booked her flight from LA to NY, but she was going to New Jersey. She was told to take the train to Penn Station, and she didn’t know what to do. We both laughed about it. I explained that it was no problem and that it would be painless and easy. I advised the passenger to that the AirTrain to Jamaica Station, Jamaica Station to the Long Island Railroad, and Long Island Railroad to Penn Station. At Penn Station she could find a train to NJ. The customer left happy, saying “Oh my God. I thank you. The next time I will book my own flight, and she will pay for my taxi to her place.”
Entry Num:
764
Company:
Bombardier
Employee:
AE
Name:
Samuel Andre
Comments:
A traveler was upset because the AirTrain has made him late on three or more occasions with holds in the systems or problems with the display screen. I apologized for the inconvenience and informed him that sometimes unavoidable circumstances arise. I assured him that when a problem is apparent in the system, all that can be done is being done to regain operating status. The customer left happy, saying “Thanks, I’ll try to leave a little bit earlier.”
Entry Num:
763
Company:
Bombardier
Employee:
QW
Name:
Eddy Pierre
Comments:
A traveler was upset because the AirTrain has made him late on three or more occasions with holds in the systems or problems with the display screen. I apologized for the inconvenience and informed him that sometimes unavoidable circumstances arise. I assured him that when a problem is apparent in the system, all that can be done is being done to regain operating status. The customer left happy, saying “Thanks, I’ll try to leave a little bit earlier.”
Entry Num:
762
Company:
Bombardier
Employee:
KA
Name:
Priscilla Everett
Comments:
A traveler was upset because she didn’t know how to get to Terminals 5 from the ground level at Terminal 5/6. As an ATO was going to the crew room to grab paperwork for duty, he noticed a female passenger looking around with a confused look on her face. I engaged the passenger and asked did she need some assistance. The passenger said she wanted to get to JetBlue at Terminal 5, but didn’t know where to go to get around the fence blocking her path. The ATO informed the passenger to get to Terminal 5; she should take the elevator to level 3, and then walk across using the sky-walk, to get to JetBlue at Terminal 5. The customer left happy, saying “Thank you, the ATO replied your welcome.”
Entry Num:
761
Company:
Bombardier
Employee:
JR #149
Name:
Eddy Pierre
Comments:
A traveler was upset because she thought she was just hustled by the harassers in the Howard Beach Station. I took her Metrocard and checked it on the PAT machine to confirm that her remaining balance was correct, and it was. The customer left happy, saying “Thank you so much for taking the time out to check for me. I apologized and told her we were working on clearing those harassers from the Howard Beach Station.
Entry Num:
760
Company:
Bombardier
Employee:
JR #149
Name:
Eddy Pierre
Comments:
A traveler was upset because he had just arrived on an Air France flight and boarded the All Terminals train for a connection, when he left his carry on bag on the train. I sent out a transmission on the O&M radio for all the agents to be on the look out for the passenger’s bag. Then I checked all the inner loop trains for the bag, which we found on the third train. The customer left happy, saying “Thanks a million, as all his travel documents, a digital camera, and an ipod were in the bag. He was pleased to see that I gotten on all the trains to help him find his bag.”
Entry Num:
759
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because his car was towed by the Airport Police. He didn’t know how or where to retrieve his vehicle. I calmed the passenger down telling him that the issue would be resolved quickly. I then directed the passenger to the appropriate shuttle to the tow pound. The customer left happy, saying “Thank you very much for your help. I appreciate it.”
Entry Num:
758
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset and confused because they spoke very little English, and was unable to figure out how to get to the appropriate terminal for her flight. I examined the passenger’s boarding pass and was able to determine that she needed Terminal 3. After getting permission, I escorted the passenger to Terminal 3 departure area. The customer left happy with a big smile telling me thank you.
Entry Num:
757
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A French family was upset because they arrived at Howard Beach needing to go to New Jersey with a stop in Manhattan. They spoke very little English. I suggested that they purchase tickets to exit the AirTrain and for their trip into Manhattan. I also told them to check with New Jersey Transit to see if a commuter ticket was possible between Manhattan and New Jersey. The customers left happy, saying “Thank you. They asked me to tag along on their trip. We smiled and went our separate ways.”
Entry Num:
756
Company:
Bombardier
Employee:
RI
Name:
Samuel Andre
Comments:
A traveler was upset because he lost his wallet between him coming through our system or at his destination. The passenger wanted to know if I would allow him passage to Building 269 to see if his wallet had been found. Since the passenger spoke Spanish, I asked another employee to translate for me. I did allow the passenger to enter, so he could go to see if his wallet had been found. The customer left happy, saying “ Thank you very much for your help.”
Entry Num:
755
Company:
Bombardier
Employee:
QW
Name:
Shameeka Brown
Comments:
A traveler was upset because we were conducting reduction and she missed an in-service train. The next two trains were coming out of service and she needed to get to work. I apologized for such inconvenience, and advised her that every morning between 7:30 – 8:30 she may run into this problem. I also made a general apology for the rest of the waiting passengers, and wished everyone a great day once the in-service train finally came. The customer left happy, saying “Thanks for understanding and I appreciate it. I’ll try to leave earlier tomorrow.
Entry Num:
754
Company:
Bombardier
Employee:
NS
Name:
Eric Mickles
Comments:
A traveler was upset because she left her bag on broad a train. She quickly alerted my colleague who then reached out to the CTA. I became proactive, left my location when I received the call. Then I found out the exact location of the train, so I could meet up with it. When I arrived the train was approaching the platform. I located the bag and notified my colleague. Then she sent the passenger to me at Terminal 5. The customer left happy, saying “Thank you very much.”
Entry Num:
753
Company:
Bombardier
Employee:
MS
Name:
Greg Wade
Comments:
A traveler was upset because she arrived at Jamaica Station trying to get to a hostel in Manhattan. She had no idea where to go nor did she know how much this hostel would cost. I checked inside the booth for a hostel guide, however there was non to be found. I went over the other side and asked the CSR for one. She let me use it and I helped the passenger find a hostel. She thanked me for helping her and said she would look for me when she came back to go home.
Entry Num:
752
Company:
Bombardier
Employee:
KA
Name:
Eddy Pierre
Comments:
A traveler was upset because his credit card didn’t work to rent a car, but he needed to get to Delaware. The passenger stated he only had euros for cash. I told the passenger to first go to Terminal 1and go to Travelex, to exchange euros for USA currency. Then, take the AirTrain to Jamaica Station to catch the LIRR to Penn Station. There, he would be able to get an Amtrak train to Delaware using cash. The customer left happy, saying “Thank you.”
Entry Num:
751
Company:
Bombardier
Employee:
AE
Name:
Samuel Andre
Comments:
A traveler was happy because she I took time to help her with our subway system. She was confused about ho to read the subway map. I explained the colors for each train line, and how to connect to different trains and stations. The customer left happy, saying “Thank you, and that she will study the map to see all of New York.”
Entry Num:
750
Company:
Bombardier
Employee:
SM #125
Name:
Greg Wade
Comments:
A traveler was upset because she did not want to pay another $5.00 to exit the AirTrain system. I advised the passenger how the AirTrain system worked and provided her with alternatives. The customer left upset, saying “Thank you.”
Entry Num:
749
Company:
Bombardier
Employee:
SM # 125
Name:
Greg Wade
Comments:
A traveler was upset because he could not remember where he parked his car in long term parking. I explained how long term parking is setup at Lefferts and Howard Beach Stations. I also advised the passenger that buses were available to transport passenger around the entire lot. The customer left happy, saying “He remembered what kind of car he drove, so he should be okay. We shared a brief laugh before his train arrived.”
Entry Num:
748
Company:
Bombardier
Employee:
SM #125
Name:
Greg Wade
Comments:
A traveler was confused because her airline ticket indicated two different airlines. She could not figure our whether to go to Air France at Terminal 1 or Delta Airlines at Terminal 3. I advised her that her flight was on Delta Airlines. I showed her that although Air France is indicated on the ticket, she has to go to the Terminal of the operating carrier. Her ticker states flight operated by Delta Airlines. The customer left happy, saying “Thanks, she could not afford to miss her flight.”
Entry Num:
747
Company:
Bombardier
Employee:
Sm #125
Name:
Greg Wade
Comments:
A traveler was upset because he got lost in the terminal and missed his connecting flight. I escorted the passenger to Delta’s recheck counter to assure he did not get lost again. The customer left happy, saying “He appreciated my assistance because he felt intimidated by the size of JFK Airport.”
Entry Num:
746
Company:
Bombardier
Employee:
OD
Name:
Myrna Perez
Comments:
A traveler was upset because he did not know how to get to Brooklyn. He had the address but didn’t have any directions. I advised him to use my cellular phone to contact his friends in Brooklyn, so they could help him with directions. The customers left happy, saying “Thank you for your help.”
Entry Num:
745
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler was upset because they had parked their car at Terminal 4, and had to take the train to Terminal 5 to pick up their party. I explained to the passenger that the sign on JFK Expressway indicated that all international flights with JetBlue were at Terminal 4 and all domestic flights are at Terminal 5. The customers left happy, saying “Thank you, but they need to fix those signs.”
Entry Num:
744
Company:
Bombardier
Employee:
JK #160
Name:
Eric Mickles
Comments:
A traveler was upset because she did not know how to buy her ticket to Huntington, Long Island. I used my communication and customer service skills. I directed her to the Long Island Railroad machine and assisted her step by step in buying her combination ticket for the AirTrain and Long Island Railroad. The customers left happy, saying “Thank you for being so helpful. I don’t know what I would have done if you weren’t here.”
Entry Num:
743
Company:
Bombardier
Employee:
NL
Name:
Eric Mickles
Comments:
A traveler was upset because he was not aware that the terminal that his flight leaves out of was closed until 4am. The traveler was found sitting down on the cold floor at the Terminal 7 connector. I offered assistance by directing him to Terminal 4, were he could sit more comfortably and have a hot drink if he desires. He took my suggestion. I later saw him on his way to Terminal 7 with a smile on his face. The customers left happy, saying “Thank you, and I wish I was told of this service earlier in the night.”
Entry Num:
742
Company:
Bombardier
Employee:
EG
Name:
Samuel Andre
Comments:
A passenger and family of three were upset because they didn’t know they would be charged $5.00 each to exit to the A Train. I offered an option to return to Terminal 4 or Lefferts Blvd., depending on where he was going to catch the bus, to avoid the $5.00 fee. The customer appreciated my offering an option, as he could not offered the $30.00 total fee for family to exit.
Entry Num:
741
Company:
Bombardier
Employee:
RI
Name:
Eric Mickles
Comments:
A traveler was confused because he was at Howard Beach and needed to get to Astoria to meet a friend. I showed him on a map and explained that he needed to be at Jamaica Station, because it would be a shorter trip than Howard Beach. The customers left happy, saying “Thank you for your help.”
Entry Num:
739
Company:
Bombardier
Employee:
US
Name:
Samuel Andre
Comments:
A traveler was upset because she accidentally left her purse with her credit cards and money inside at Terminal 2/3. I notified OPS, with information given by passenger, as to possible location and train it could be on. We located it on the following train. The customer left happy, saying “Although money was taken, everything else was in tact. Your quick response and urgency, made me feel confident I’d get my purse back. Thanks.”
Entry Num:
738
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
A traveler wanted some information about the ten trip card. She needed to know how many people at one time could use it, and how much did it cost. I explained to the customer how many people could use the ten trip card, and how much it would cost if she purchased the card. I also told her how much it would cost her if she didn’t buy it. The customers left happy, saying “Thank you.”
Entry Num:
736
Company:
Bombardier
Employee:
SL
Name:
Greg Wade
Comments:
Travelers were upset because the brought a ten trip card for five people to use for the AirTrain fare. I explained to them that only four people can swipe consecutively. And, they would have to wait eighteen minutes before they could swipe the card again, or buy a five dollar card. The customers left happy, saying “Thank you.”
Entry Num:
735
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she did not speak any English and didn’t understand how to use the TVMs. I explained the best I could, how much she had to pay and what stop she would have to get off. The customer left happy, saying “Thank you.”
Entry Num:
734
Company:
Bombardier
Employee:
JB
Name:
Artley Carter
Comments:
A traveler was upset because she left her bag on a Jamaica Train. The passenger spoke very little English, and did not understand if we were helping her. I overheard a fellow ATO had retrieved a bag. I advised the Operation Center that the passenger was at Federal Circle. Operation informed me that the ATO was bringing the bag to Federal Circle. I informed the passenger. The customer left happy, saying “Thank you for your help.”
Entry Num:
733
Company:
Bombardier
Employee:
SA
Name:
Artley Carter
Comments:
A traveler was upset because she had gotten separated from her husband at Terminals 2/3, and had no way to contact him. She was worried and crying. I helped her take a seat, than I asked her to describe her husband. I called Operation’s to look in Terminals 2/3, to see if they saw him. Afterward, we called the hotel and found out that her husband had checked in. The customer left happy, saying “Thank you so much, you’ve been a great help.”
Entry Num:
732
Company:
Bombardier
Employee:
EG
Name:
Samuel Andre
Comments:
A traveler was upset because he was trying to get to Jamaica Station while traveling back and forth on a Howard Beach train. I directed the customer to Federal Circle, where he could pick up a Jamaica bound train. I also assisted with directions to his final destination. The customer left happy, saying “Thank you.”
Entry Num:
731
Company:
Bombardier
Employee:
SL
Name:
Greg Wade
Comments:
Travelers were upset because they had brought a ten trip card expecting it to work for all ten of his family members. I explained to him that only four people could use the ten trip card at once. He would have to wait eighteen minutes for the other family members to use it. Or he could buy a second card and a ten dollar card for the remainder of his family. The customer left happy, saying “Thank you.”
Entry Num:
729
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
Travelers were upset because they wanted to go to the Howard Beach Station and instead came to the Jamaica Station. They wanted to go to 42nd Street. I explained to them that from this station they could also get to 42nd Street. The customers left happy, saying “Thank you.”
Entry Num:
728
Company:
Bombardier
Employee:
NL
Name:
Samuel Andre
Comments:
A traveler was confused because he was unable to figure out where he parked his car. I listened carefully and asked many questions, to see exactly where he had parked his car. It was definitely not in the terminals, so I directed him toward Long Term Parking at Howard Beach. The customer left happy, saying “Thank you, your presence is well needed here.”
Entry Num:
727
Company:
Bombardier
Employee:
NL
Name:
Eric Mickles
Comments:
A traveler was upset because he was giving the wrong information by another airport employee. After circulating within the terminals for thirty minutes, he realized he wasn’t getting where he needed to be, Federal Circle. I communicated with the passenger to found the nature of his problem and help him out. I also explained to him how our signage system works at JFK. He now understands and promised himself that he would not make that mistake again. The customer left happy, saying “I was upset before I spoke with you. Now that you explained everything to me, I really appreciated that. Thank you so much.”
Entry Num:
726
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
Travelers were upset because they did not understand how to use the TVM to buy a metrocard for the AirTrain and subway. I explained to them how to use the TVM’s. They were able to purchase their metrocards. The customer left happy, saying “Thank you.”
Entry Num:
724
Company:
Bombardier
Employee:
MJ
Name:
Eric Mickles
Comments:
A traveler was upset because she was onboard a Hoard Beach train when she wanted to go to Jamaica Station. I told her to wait for the next Jamaica train and take it one stop to Jamaica. The customer left happy, saying “Thank you.”
Entry Num:
723
Company:
Bombardier
Employee:
MS
Name:
Greg Wade
Comments:
A traveler was upset because he was trying to refill his metrocard that already had a balance on it. He went to Metro News for change of a $20.00 bill and they wouldn’t give it to him without a purchase. His metrocard had $4.50 on it and he didn’t want to buy a $5.00 card. I asked him if he had any change (coins) that he could use and he answered “no.” Since you can’t use a debit or credit card for a small amount, I went in my pocket and gave him the fifty cent he needed to refill his card. The customer left happy, saying “you didn’t have to do that. Thank you.”
Entry Num:
722
Company:
Bombardier
Employee:
SM # 153
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she was given the wrong information regarding the AirTrain and had been riding around for an hour. I quickly apologized and offered my superior professional customer service. I gave her directions to Jamaica Station. The customers left happy, saying “Thank you.”
Entry Num:
721
Company:
Bombardier
Employee:
SM #153
Name:
Vladimir Myrthil
Comments:
A traveler was upset because trains were delayed and they were late in picking up their relatives at Delta Airlines. I explained why trains were late and gave directions to the pick up area at Delta Airlines. The customers left happy, saying “Good job, thanks.”
Entry Num:
720
Company:
Bombardier
Employee:
Sm #153
Name:
Vladimir Myrthil
Comments:
An elderly couple was upset because they had missed there connecting flight and needed to book a hotel for an overnight stay in New York. I gained permission to escort them to Terminal 8. There, I radioed ahead to have a meet and assist at Federal Circle as they arrived. The customers left happy, saying “Thank you young man.”
Entry Num:
718
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
Travelers were upset because they arrived at the Howard Beach Station and planned to stay in New York for ten days. They wanted a reasonable way to get around New York City. I suggested that they purchase one way tickets for the day since it was so late. I also told them to purchase seven day passes for the subway system for the following days. The customer left happy, saying “Thank you so much for the suggestion and God bless you.”
Entry Num:
717
Company:
Bombardier
Employee:
AG
Name:
Samuel Andre
Comments:
A traveler was upset because she was not feeling well and wanted to go to see a doctor. I advised her of all her options, and she decided on JFK Medport at Building 14. The customer left happy, saying “I can’t believe we have such a service at the Airport.”
Entry Num:
716
Company:
Bombardier
Employee:
EG
Name:
Samuel Andre
Comments:
A traveler was upset because while running late, he ended up at the Howard Beach Station and needed to catch a train at Penn Station. I asked what time his train was leaving Penn Station. I assured him that if he went back to Federal Circle, and caught the train to Jamaica Station, he could take the LIRR to Penn Station. Then he would make his train in time. The customer left happy and was glad for our presence at the stations. He thanked me for my help.
Entry Num:
715
Company:
Bombardier
Employee:
MA
Name:
Artley Carter
Comments:
A traveler was upset because he lost his black bag the day before. When he called lost and found he was getting the run around about where his bag was, either Federal Circle or lost and found. I told him let me found out from my supervisor if there was a bag left at Federal Circle. I did find the bag and returned it to the passenger. The customer left happy, saying “Oh my God, thank you very much.”
Entry Num:
714
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
A traveler was upset because the train stayed at the Jamaica Station for over fifth-teen minutes. I did not know what was going on. All I knew was that I was going to be late for work. The MTA alerts the news channels of any delays. Why doesn’t the AirTrain do the same thing? I explained, for major service changes there are service advisories posted on all platforms and end stations at least a week in advance. But, sometimes we have work that needs to be done at a moments notice causing us to re-route some of our trains. This may cause a slight delay. We do apologize for these delays and thank you for riding the AirTrain. The customer left happy, saying “We just want to know what is going on, not to just sit there having time tick away, being late for work or flights. Perhaps when this happens, the AirTrain can call the Airline Terminal.”
Entry Num:
713
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
A traveler was upset because the faregates are not wide enough for my baby stroller to fit through. Did they not think about people with baby strollers and large luggage? I’d like to know who designed this system. Now I have to take my baby out of her stroller and, my husband has to lift the stroller up over the turnstile. I explained, actually the faregates are designed very well. We have the ADA gates on the end that are wide enough for wheelchairs, baby strollers, and large luggage. Sometimes it doesn’t hurt to ask questions to the hired help. That’s what we here for, to answer your questions, assist, and serve you well while using the AirTrain system. We all wear red blazers. The customer left happy, saying “Thank you. Next time I will ask questions when I need help, and you are so right. I did see the people in red, but I thought I could pass through the gate. Thanks again.”
Entry Num:
711
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
A traveler was upset because she did not pay for her child to ride the subway or buses who is 5 years old. She wanted to know why did she have to pay for her 5 year old daughter to ride the AirTrain. She said it was "obsured and crazy". She ask "is this a joke". I gave her the AirTrain literature which states, children under 5 years old ride free. This means anyone under 5 years old must pay a $5.00 fee to ride the AirTrain. The traveler left happy, saying "Thanks for pointing this out to me because I never saw this in writing. However, I still think paying $5.00 for a child that I don't pay for on the subway or bus is obsured".
Entry Num:
710
Company:
Bombardier
Employee:
DP
Name:
Shameeka Brown
Comments:
A traveler was upset because they lost their pocket book on the system. I responded to a good faith customer who handed me the pocket book. She handed it to me telling me the person who left the pocket book had got off at Terminal 8. I contatced Operations and advised all Airtrain agents. The traveler left happy, saying "Cheers".
Entry Num:
709
Company:
Bombardier
Employee:
Monthly Winners
Name:
N.I.C.E. Incentive
Comments:
Congratulations to Air Train agent Monique Stewart and her Supervisor, Vladimir Myrthil, for being selected this month's winners in the "Resiliency Edge" incentive.
With story number 690, Monique and Vladimir demonstrate how to apply "Resiliency Edge" skills to solve problems for JFK travelers - plus they show how to work as a team to "Neutralize Irritations Customers Experience."
As you read the story (below) note how Monique not only engaged the traveler who was upset because she had left her laptop on a train - and calmed her - but note how Monique stepped up and become PRO ACTIVE in that situation - and used her quick thinking to solve the problem.
Again, congratulations Monique and Vladimir: you will receive your $25 Gift Checks at Bombardier's upcoming All Employee meeting.
Story number 690 Company:Bombardier Employee:Monique Stewart Supervisor:Vladimir Myrthil
Comments: A traveler was upset because after she paid her fare and exited Jamaica Station, she realized that she was missing her laptop bag. It had only been a few minutes since she left the station and I knew the train wasn’t far.
I radioed for my co-workers in the CTA to check all incoming trains into their station. The bag was found at T 2. I sent the passenger to retrieve her bag. The customer left happy, saying “Thank you , all her important documents was on her laptop.”
Entry Num:
708
Company:
Bombardier
Employee:
JK # 160
Name:
Eric Mickles
Comments:
A traveler was upset because he had to pay five dollars each time he would enter and exit the AirTrain. I identified with his feelings and showed him the twenty-five dollar card with ten trips. I explained its function to the passenger, including the eighteen minute wait time and six month life span. The customers left happy, saying “This is awesome, now I can bring my parents.”
Entry Num:
706
Company:
Bombardier
Employee:
FD
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he arrived at the Howard Beach station and explained that he was staying in New York for eight days. He wanted tickets to accommodate the time. I suggested to him that it would be better to buy the unlimited subway card, on the following day. I explained that it would give him an additional day of use. The customer left happy, saying “Thank you for saving me some money and for the good advice.”
Entry Num:
705
Company:
Bombardier
Employee:
NS
Name:
Eric Mickles
Comments:
A traveler was upset because the inner loop train was converting to a Howard Beach bound train and he was traveling to Terminal 4. I placed myself in his spot and understood that this passenger wanted to be somewhere at a certain time. I apologized for the inconvenience and explained to him the procedure when a train is being converted. The customer left, saying “He wasn’t too happy but accepted the fact that this is a daily routine of the business. He did thank me for informing him, and boarded the next all terminal train.”
Entry Num:
704
Company:
Bombardier
Employee:
NS
Name:
Samuel Andre
Comments:
A traveler was upset because he left a backpack aboard an inner loop train. As I was doing my station check in CTA, I observed a passenger frantically jump off a Howard Beach train at Terminal 8 and onto another train. I asked him what the problem was; he told me he was looking for something valuable that he left on the train. I managed to calm him down. Since I had just checked the inner loop train, I knew the exact train ID# he was referring to. I called operation to have another agent help with the search. I advised the passenger to exit the train with me at Terminal 5, and with my quick thinking I also knew that the next arriving train was the one in question. As the train pulled into Terminal 5 the bag was found with another passenger searching through it. I took it away and gave it to its owner. A customer left happy, saying “He could not have thanked me enough for my quick action. He had an expensive piece of music instrument in the bag. I put him on the right train and he was very happy.”
Entry Num:
703
Company:
Bombardier
Employee:
US
Name:
Greg Wade
Comments:
Travelers were upset because the family of four had just been separated by a train’s closing doors at Terminal 4. I alerted my fellow co-worker at the next Terminal to advise the dad and son to stay aboard the train until they reached Terminal 5. We were able to reunite the family at Terminal 5. The customers left happy, saying “New Yorkers are really nice.”
Entry Num:
702
Company:
Bombardier
Employee:
MS
Name:
Greg Wade
Comments:
A traveler was upset because she was lost, riding the Jamaica train trying to get to Howard Beach. She kept riding around lost until her friend called her. Her friend was waiting for her at the Howard Beach station and she asked me to please tell her how to get the Howard Beach station. I took her phone and told her to stay on the train until she got to Federal Circle. At that point she was at Terminal 2 and I told her to get off at Federal Circle and wait for a Howard Beach train. The fried arrived a few moments later and she hugged me and thanked me for helping her get to Howard Beach.
Entry Num:
701
Company:
Bombardier
Employee:
EH
Name:
Samuel Andre
Comments:
A traveler was upset because she had gone around the CTA and back to Jamaica Station several times, and wondered when it would be going to Howard Beach. I explained to the woman that there are three different train lines in the AirTrain system. I told her that she needed to board a Howard Beach Station train in order to get to the Howard Beach Station. The customer left happy, saying “Thank you.”
Entry Num:
700
Company:
Bombardier
Employee:
EH
Name:
Samuel Andre
Comments:
A traveler was upset because he tripped at Terminal 2/3 over the newly installed floor divider within the connector, while on his way to the parking lot. I helped him to his feet and asked him if he was alright. He answered that he just needed to catch his breath. I asked if he needed medical attention, and he replied no and I don’t need to write a report. The customer left happy, saying “Thank you for your help.”
Entry Num:
699
Company:
Bombardier
Employee:
EH
Name:
Samuel Andre
Comments:
A traveler was upset because he continues to have issues with his metrocard when he is entering and exiting the AirTrain system. He thought that no one would help them. I explained to the employee that it was a system error involving the MTA software that is being worked on. The JFK employee was still somewhat upset because he explained that it happens to often and the metrocard was a new card. I signed him out and he thanked me.
Entry Num:
698
Company:
Bombardier
Employee:
EH
Name:
Eric Mickles
Comments:
A traveler was upset because the shuttle buses for the Romada had not come in soon time and the phones at Federal Circle were not operational. I asked the passenger to standby as I contact the Operation Center. I notified them of the problem and asked operations to contact the Romada Plaza. It didn’t take long for a shuttle bus to arrive. The Port Authority came to Federal Circle to repair the phones. The customers left saying “Thank you as the bus arrived at Federal Circle.”
Entry Num:
696
Company:
Bombardier
Employee:
EH
Name:
Samuel Andre
Comments:
Travelers were upset because they were not able to find a way to get to Terminal 5 from Terminal 5 ground level. They wondered if they would have to cross the highway with all of there bags. I told the group of passengers that they could only reach the terminal by using the rotunda or take the elevator to Level 3 and walk to JetBlue. I explained that the terminal directly across from the AirTrain was no longer used by JetBlue. The customers left happy, saying “Thank you very much.”
Entry Num:
695
Company:
Bombardier
Employee:
EH
Name:
Samuel Andre
Comments:
A traveler was upset because she had left a bag onboard a train with her documents in it. I informed the Operation Center Operator which asked all agents to check all trains. The bad was found soon after and returned to the passenger. The customer left happy, saying “Thank you. She would have had no money and a lot of running around to do if the and was not found.”
Entry Num:
694
Company:
Bombardier
Employee:
MJ
Name:
Samuel Andre
Comments:
A traveler was upset because she was currently on the inner loop train, trying to get to Jamaica Station. I told her to take the next Jamaica Station train at Terminal 1 track 1 to the last stop. The customer left happy, saying “Thank you sir.”
Entry Num:
693
Company:
Bombardier
Employee:
US
Name:
Vladimir Myrthil
Comments:
traveler was upset because he lost his luggage at Terminal 4. I alerted the Operation Center to put out a broadcast for the lost item. We were able to recover the missing luggage. The customer left happy, saying “Thanks for finding my luggage.”
Entry Num:
692
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because he was confused and did not know how to get to the A subway. He was insistent on boarding the All Terminal train. When I tried to explain to him that was the wrong train, he stated I was confusing him and boarded anyway. I made a note of the train ID and waited until the train got back to Terminal 8. When the passenger realized he was in the same place as before he then began to listen to my instructions. The customer boarded the Howard Beach train with a smile and turned around saying, “Thank you man.”
Entry Num:
691
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because she and her baby were separated from her husband who jumped onto the inner loop train before she could board. I quickly contacted the Operations Center Operator who made system wide PA announcements to the platform and trains. Five minutes later the husband returned and the passengers were reunited. The customer left happy smiling saying, “Thank you.”
Entry Num:
690
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because after she paid her fare and exited Jamaica Station, she realized that she was missing her laptop bag. It had only been a few minutes since she left the station and I knew the train wasn’t far. I radioed for my co-workers in the CTA to check all incoming trains into their station. The bag was found at T 2. I sent the passenger to retrieve her bag. The customer left happy, saying “Thank you , all her important documents was on her laptop.”
