Entry Num:
256
Company:
BRM
Employee:
Dawn H
Name:
David Jones
Comments:
Dawn, a LAWA, Business Relationship Manager, continually provides exemplary service to passengers, clients and internal staff. Specific Example:
A traveler through TBIT was struggling w/ luggage and dropped her tray of food in the busy food court in the Tom Bradley International Terminal.
Dawn, who was there on business, witnessed the incident while walking through the terminal while giving a tour to prospective concessions operators. She stopped the tour, excused herself and rushed to assist the passenger with her luggage and arranged for clean-up of the spill area. Next, Dawn accompanied the passenger back into the food court and arranged for her to receive a replacement meal at no charge.
The customer left happy saying thank you, but when she got home she wrote a long personal note of thanks to Gina Marie Lindsey, Executive Director, to praise Dawn. In turn Gina Marie wrote a personal letter to Dawn affirming for her and all employees (since Gina Marie's note was posted on LAWA's intranet) how critical the "people" part is to our business, underscoring again the tremendous positive impact one person can have on LAX's image.