Thank you to our sponsors who make this Project LIFToff incentive possible, including Daniels Bistro, World Way West Cafe/Encounter Restaurant and hotel/restaurant members of Gateway to LA,
including:
Starline Tours, Universal Studios Hollywood, LACMA, Buca di Beppo Restaurant - Universal City, Hornblower Cruises & Events, Malibu Family Wines, Pedal or Not Electric Bicycle Tours
Photo (courtesy of the Daily Breeze) shows employees at
LAX taking the Resiliency Edge "kick off" class. To view a news story about the class, click
here.
An elderly passenger fell down on the electric stairway at the north end of the Bradley terminal. I learned this when a call came in from a co-worker and I rushed to help. An airline agent was there comforting the woman and I joined in to offer comfort while we waited for medical personnel to arrive. She was nervous and shaking, but our being there calmed her. The airline agent had to rush to her assignment to meet a flight, but I stayed with the woman and helped calm her further. When first air arrived she relaxed even more. I was able to translate for the Customs official who wrote a report, and soon she was helped away to a medical center where she could get her wounded knee and shoulder fully attended to. As she left she thanked me for all my help.
Entry Num:
41
Company:
PilotGroup
Employee:
Kuren S
Name:
Marlene T
Comments:
A man was impatient because he had come to meet his mother arriving on an international flight and it was already three hours that he waited when he approached me. I engaged him and that calmed him down, that someone would pay attention and take an interest in his problem, and then he gave me the specifics. I went to a Customs official to see what I could learn and he told me that there were several passengers still in the hall waiting to be processed off that flight. I relayed that information to the man, then I checked again and I learned that in fact his mother was one of those remaining. Eventually she did come out and the man was very relieved and very happy with me and the full attention I had given him.
Entry Num:
40
Company:
PilotGroup
Employee:
Mariana V.
Name:
Chris G.
Comments:
A flight attendant told my supervisor, Chris, and me that a passenger on her flight did not speak English and was disoriented. I was proactive and stepped in and offered to help the man fill out his documents. But there was a problem, since he did not have a US address to show where he was going. Again I was proactive and I paged his family in the waiting area. Soon info came back with an address, and I used that address to help him complete his arrival documents. Then I took him to an inspection station, where he was asked to step into Secondary One. I got a call from a colleague, Verena, asking if it was possible to give the man’s family waiting outside an update on the man’s status. By this point, the man had been sent to Secondary for futher investigation. By this point I was able shed light on his condition with officials. I told officials he did not speak English and he was hard of hearing. The Customs official investigated further, and the judgment was made that the man was OK to clear. I continued helping him by helping him get his luggage and I escorted him out to the waiting area – to be united with his anxious family.
Entry Num:
39
Company:
PilotGroup
Employee:
Cynthis D.
Name:
Osamu K.
Comments:
It was a very busy night for us at the info desk at arrivals – with the holidays upon us. There were people with missed connections, missing luggage and some were lost. At 9:45pm a man asked me if a flight, number 259, had arrived yet from Mexico. I checked and found that it had come in more than three hours earlier, at 6:35. He got very upset because his elderly mother was on that flight and he had been looking around for three hours to try to find her. His mother was Mexican, he said, but she was a permanent resident. He had her green card, he told me, and he asked me to help him. I put two and two together and realized that if he had the green card that meant his mother did not have it, and that could be the reason she might still be back in the Inspection area. I was proactive and called a co-worker in that area, gave her the woman’s name off the green card and asked her to check. Sure enough, that was the reason for the delay. I told the man the good news – that his mother had been detained extra long because she didn’t have the green card, but they were just about finished processing her, and she would be out very soon. He was so happy, he shook my hand and said thank you, thank you, over and over.
Entry Num:
38
Company:
PilotGroup
Employee:
Karen S
Name:
Marlene T
Comments:
A family of six, with a mother, father, three school age boys and an infant girl, had a seven hour layover. They wanted to walk around the airport, but seven hours would be too long for the mother and father to carry the baby. They asked me if I knew of a store at the airport that sold strollers. The airport doesn’t have a store like that, I told them, but I had an idea. I was proactive and called over to lost and found. Sure enough, they had a stroller and I asked if we could borrow it for a few hours. I made arrangements and the mother and father were very happy as the father said, “Now our little baby can be comfortable and doesn’t have to squirm around!”
Entry Num:
37
Company:
PilotGroup
Employee:
Karen S
Name:
Marlene T
Comments:
A mother and her daughter, age 6, were at the Departure level and very confused and anxious. They were trying to find the right shuttle to take to Anaheim. The mother got frustrated and this made the little girl even more anxious. I calmed them down just by approaching them and smiling and finding out what their need was and the little girl said they needed to get to Disneyland and their hotel. The mother calmed down immediately as I described a bus with Snow White on it, and showed them where to wait, and just then it came. The little girl was so happy and the mother was very relieved.
Entry Num:
36
Company:
PilotGroup
Employee:
Cynthis D.
Name:
Osamu K.
Comments:
I was working at the info desk arrival level, and as always the arrivals hall was crowded with many anxious people waiting for friends and family to come out of the Inspection area. By 8pm many customers had come up to us asking for a status update on one particular flight from Germany. Original scheduled arrival time was 7:05. Then it was updated to 7:49. Then 8:20 and so until the next one said 8:55. By this point many people hurried up to say, “What’s wrong with the flight? Is the monitor correct? What’s happening!” I tried to calm everyone down and assured them I was monitoring the flight, which I was. With every update I called the AirportCenter office to see if I could get any information. I even did Flight Track. I remained engaged and kept on it. Finally I was able to get word from AirportCenter that the flight had landed. It was now 8:57 and I got on the PA and made an announcement that the flight was confirmed on the ground. Many of the people who had been anxious came and thanked me for my constant attention to their need. Others in the arrivals hall clapped and yelled out, “Thank you!”
Entry Num:
35
Company:
PilotGroup
Employee:
Lynda C.
Name:
Linda P-C
Comments:
It’s not that the large group of passengers who flooded the baggage claim area at American Airlines terminal was upset, it was more a case of making things work before anyone could get upset by the large crowd arriving all at one time. I could see these were families from the Snowball Express, a large group, including children, who had been flown to Dallas by American Airlines and given events and hotels and meals. All the children had lost parents in Iraq and Afghanistan. I wanted to make sure they got the best treatment possible and make sure that no problems arose. I used my resiliency strengths to PREVENT anyone from getting upset, and it worked. I was able to help, and I along with others got everyone the information and rides they needed in smooth, coordinated fashion. The children didn’t have to say thank you, their smiles said it all.
Entry Num:
34
Company:
PilotGroup
Employee:
Andrew C
Name:
Midori M
Comments:
An elderly Vietnamese woman had to get from Bradley to T 1, but every time I told her the direction to go, she would head off about 25 steps, then turn around and come back to me – confused! I continued to engage her and be patient and comforting. I encouraged her telling her that everything would be OK, but to no avail. Another 25 steps out, another 25 steps back! I took a proactive step and walked her to the curb. Gently, I showed her exactly what to do to catch the shuttle, but again she got fearful. Then suddenly she put a phone in my face and said, “Here.” To my surprise I discovered it was her son from North Carolina and he said his mother was very upset and was afraid to take the shuttle. I told him not to worry, and I got permission to ride with her. When we got to Terminal 1, we found that her flight was about to leave and I worked with the airline agent to check her in and the agent was thoughtful and suggested we get her a wheelchair. Again, the woman extended her phone to me and this time the son wanted me to take money for helping his mother. I said no, this is what we do, and he said he would call my supervisor to express his thanks – which I found out later he did and that made me feel good. But want made me feel best was when the lady sat down in the wheelchair she looked at me with a tear in her eye, I admit there was one in my eye too.
Entry Num:
33
Company:
PilotGroup
Employee:
lLata B
Name:
Marlene T
Comments:
A traveler on a buddy pass checked his luggage in Phoenix for an international connection out of Bradley at LAX. But he was denied boarding because of his attire. He had sloppy jeans and a t shirt. He needed slacks and he needed them fast. He came to me and I was proactive. I used the Calm, Information, Options lesson in class and suggested some options – such as one of the shops at the airport. But the shops were closed and so I thought of another option. I suggested USO. But they didn’t have any pants. Then I got an idea: I took him back to our office where we had some used men’s uniforms and was able to secure a pair of trousers that fit and were a big improvement over his old jeans. He was very happy, and it worked – he was able to fly out!
Entry Num:
32
Company:
PilotGroup
Employee:
Nancy C
Name:
Sabrina A
Comments:
A man was so upset because he had left his passport and his briefcase at his hotel in Westwood. He was shouting because he had a flight to Germany to make and he was afraid someone would walk off with his briefcase back at the hotel. I engaged him and calmed him and told him I would do what I could. I asked him the name of the hotel and he said the W. I asked if he had a receipt and he was impatient but I was calm and explained that info on the receipt would help me get the problem resolved more quickly. He found a receipt and I called them hotel and read the info off the receipt and that did help. They said they located the briefcase and the man, standing in the background called out that he would pay for a taxi driver to bring it to the airport. I made those arrangements with the hotel and sure enough and soon enough the taxi arrived. The man got his briefcase and passport and had just enough time to make his flight. He ran to the gate. A good ending! I felt good!
Entry Num:
31
Company:
PilotGroup
Employee:
Ann R.
Name:
Marlene T
Comments:
A woman’s flight was cancelled and she spent 24 hours at LAX that she did not want to spend. When she came to me she kept saying over and over,“All I want is to go home!!!!!” I used my engagement strength and sympathized, then I used my proactive strength. When she told me the name of her carrier that clicked with me because I had just heard a rep from that carrier gather a group to go for rebooking. I showed my traveler where to go to follow that group, and she hurried up and did. Later she came and told me it worked and now she had a confirmed reservation to get home. She was so happy she said “God bless you,” and hugged me!
Entry Num:
30
Company:
PilotGroup
Employee:
Sandra W
Name:
Midori M
Comments:
We got hit with a busy crowd at arrivals. The PAX kept coming and coming! I had hundreds pass in front of me for drections and when it came time for my break I still had a heavy flow coming. So I gave up my break. Then when the flow stopped and I could take a break I realized I had lost my voice. But all the thank you’s I got made it worth it. Plus a woman, a psychiatric nurse, went up to my supervisor and told her how patient and kind I was. That made me feel great.
Entry Num:
29
Company:
PilotGroup
Employee:
Joyce C
Name:
H W H
Comments:
A couple had never been to the US and they had little ability with English. They did not know where to go and seemed terribly lost. I used my engagement strength and asked if I could see their ticket and other travel info. This gave me all the info I needed to direct them properly and I did. They didn’t say thank you because they didn’t know the language but their smiles said it all!
Entry Num:
28
Company:
PilotGroup
Employee:
Michael G
Name:
Turken Y
Comments:
A woman could not speak English well and she was worried what would happen to her when she got into a taxi and could not communicate. I used my engagement quality and approached her once I saw her coming to me with her concern. She was also upset because her travel agency had made a mistake and had failed to book her a hotel or transport. Again I calmed her down, using my second language capability, and we called her travel agency in LA and they booked the hotel and the transport, so she could give the driver specific instructions and would not have to worry about language issues. She thanked me greatly.
Entry Num:
27
Company:
PilotGroup
Employee:
Sharon R
Name:
Marlene T
Comments:
Two elderly ladies were upset because they could not find signage to their gate and they were confused when they approached me. I engaged them and calmed them down by showing them how I would focus on them and listen to them and I did. I listened to them complain and then I directed them to the gate they needed, and they also asked me a good place to eat. I suggested Gladstones and to show how happy they were with me for my helpfulness they came and found me after they ate lunch and they thanked me for being so kind to them.
Entry Num:
26
Company:
PilotGroup
Employee:
Joyce C
Name:
H W H
Comments:
A man checking in for his flight to Korea became very upset with himself when he realized he had left his passport on the Big Blue Santa Monica bus. I told him not to worry, I would call the bus company, and I did. They were very helpful. They put me on hold while they got in touch with the driver who had just left LAX and he said he found the passport. Then they arranged for a driver to return to the airport to return the passport. The man was ecstatic and I was pleased I could play the proactive role of a go between.
Entry Num:
25
Company:
PilotGroup
Employee:
Julia G.
Name:
Marivi M.
Comments:
A lady was upset because she could not find her mom. Her mom was coming in from Peru and it was an hour and a half after the plane was scheduled to land. I engaged her and calmed her down, then took control of the situation by informing my co-worker that I would be taking the woman to the Departure level to find a rep from her mom’s carrier. I did that, handed her off, and the woman said thank you. What made me happy most of all was 30 minutes later I saw the woman and her mother together very happy hugging.
Entry Num:
24
Company:
PilotGroup
Employee:
Jeanne C.
Name:
Marivi M.
Comments:
A man was confused because he was flying to London but he didn’t know where to go to get to the Continental counter. I knew from my experience that Continental does not fly to London, so I was proactive and investigated and took him to the British Airways counter first where they told us he needed to get to United for his flight. I was determined to get him the right information and so I was committed to take him to as many places as necessary to get that done. He said, “Thank you!”
Entry Num:
23
Company:
PilotGroup
Employee:
Mariana V.
Name:
Antonio M.
Comments:
A few passengers were upset because the airline made their reservation for their connecting flight for the wrong day. They lost a day because they had just arrived from France. When they arrived, they discovered that because of the booking error their connecting flight to New Zealand had departed the day before. I used my resiliency strengths and was proactive. I took control of the situation and made their case to the carrier because I could see we had a language issue. Their carrier was engaging too and saw the error and paid for a hotel room and put them on the next available flight with another airline to Hawaii. They thanked me.
Entry Num:
22
Company:
PilotGroup
Employee:
Carlos H.
Name:
Chris G.
Comments:
A family arriving from overseas was upset because they had been told that someone would be waiting to meet them at Customs at LAX to help them with their newborn baby. The baby was sick and they had been told that someone would place them at the head of the line to speed things for them. But there was no one. I could see the problem and I engaged them to calm them down and I told them I would see this through. I was proactive and talked to a supervisor from Customs and together we came up with a plan to place the family in the Crew Line. That worked and got them through the line quickly and the wife thanked me for being so helpful.
Entry Num:
20
Company:
PilotGroup
Employee:
Lous H.
Name:
Rhea W.
Comments:
A traveler was given the wrong information and went to the wrong terminal before approaching me. He was mad. I used my optimism strength, my belief that most passengers are nice people, to strengthen myself. I made eye contact, smiled, kept a calm voice like I learned in resiliency class. I showed the man the right directions to the terminal he needed. He was still angry and questioned why he should trust me. I upped my optimism and engagement. Then calmly I showed him the correct info on his documents. That worked. “Thank you,” he said. “They need people like you at the airport.”
Entry Num:
19
Company:
PilotGroup
Employee:
Gladys J.
Name:
Marivi M.
Comments:
A couple was confused, I could see it on their faces. They wanted to go to Palm Springs but they were lost and confused on how to get a rental car. They wanted to go quickly, and I explained they had two options, a taxi, which would cost more, or the shuttle. It might take a bit longer, but it would be free. They were so happy to be “saved” by someone who took an interest in them, and they tried to give me money, but I said, “No, this is my job to help you.”
Entry Num:
18
Company:
PilotGroup
Employee:
Meraj Q
Name:
Marivi M.
Comments:
A passenger approached me very upset because he had the wrong flight because of code sharing. I engaged him to calm him down and told him I would do my best to help. I took him to the right carrier for his flight overseas, but his flight had left. I did not desert him. I stayed with him while the carrier worked to rebook him and that calmed him. He wasn’t a hundred percent calm, but he was toward me and thanked me for being so helpful.
Entry Num:
17
Company:
PilotGroup
Employee:
Adel S.
Name:
Chris G.
Comments:
A man was standing in line at Customs and it wasn’t moving. This made him very upset, which I could see, and I was proactive and investigated and found out the reason. I told him the system was down. He didn’t like this, and started to get more upset, but I was proactive again and used humor after he said, “Damn, I’ll be here forever.” I said, “It’s only 15 minutes,” and said it with a smile, which made him laugh and he said, “Yeah, you’re right!”
Entry Num:
16
Company:
PilotGroup
Employee:
Jeanne C.
Name:
Marivi M.
Comments:
A man had a damaged suitcase and was getting no relief. He approached me and told me he had arrived a day earlier and had been trying to make contact with his carrier, but was getting nowhere. He was very upset. I was resilient and engaged him and calmed him. Then I told him I would make some calls, and in fact, I did find a rep. I walked him to the location where the rep told me to meet her, and the rep took it from there and promised to get the suitcase repaired. The man was fully calmed down now and he thanked me and the rep.
Entry Num:
14
Company:
PilotGroup
Employee:
Verena K.
Name:
Chris G.
Comments:
A couple came into LAX on a domestic carrier, but because it was late getting in, they were running tight on their connection to France. As it turned out, by the time they got to Bradley terminal from T-7, their flight had departed. They were so upset, I could see it, and I engaged them and told them I would see what I could do. I called around and found a carrier that luckily had two open seats to France and was about to leave – but there was time for them to catch the flight. The German couple thanked me and said it was it was obvious from my helpfulness that I liked my job, which I do!
Entry Num:
13
Company:
PilotGroup
Employee:
Ethel P.
Name:
Chris G.
Comments:
A man was upset because his wife had been detained in secondary. He had no reason why and it had been three hours already. I used my engagement skills to calm him down by listening to him, then I assured him I would find out an answer. I called my co-worker in the Customs area and asked her to see if she could get an answer from an officer. She did and I was able to report to the man that his wife would be out in another 20 minutes. The man thanked me over and over.
Entry Num:
10
Company:
PilotGroup
Employee:
Anh N.
Name:
Chris G.
Comments:
A passenger could not pass immigration without an address to show where she intended to stay while in the US. In actuality she did not have a clue where to stay. I adapted to the situation and asked if she had a relative’s phone number. She did not. Now I could see I really needed to adapt and be proactive, too. Rather than leave her, I called the airline agent to help her out and the airline did. I felt good that I could be the middle person to get the solution resolved and the woman said thank you.
Entry Num:
9
Company:
PilotGroup
Employee:
Shahnam. S.
Name:
Chris G.
Comments:
A passenger was upset claiming that he was a US citizen and should be in the US line, but he was standing behind foreign travelers which he thought was wrong and would take him extra time to get through Customs. I was engaging and calmed him down by waiting for him to finish venting. Then I explained that sometimes when there are empty quads and not many passengers, we put visitors up front and this is done by the CBP officer’s request. That calmed him down, because he saw the point and he saw that my goal was to help him get through the line as quickly as possible and in a soft voice he said, “Thank you for explaining.”
Entry Num:
8
Company:
PilotGroup
Employee:
Gabriella G.
Name:
Chris G.
Comments:
A traveler was given the wrong Customs forms and had waited in line only to be sent back by a CBP Officer. I could see how upset the man was. I was optimistic and engaging because I went ahead and approached the passenger and told him I would help. I found the proper forms then personally helped him fill out his documents and I also helped him find a hotel where he could stay. After I finished, I put him back in front of the line so he wouldn’t have to wait again. He was very pleased and appreciated what I had done for him to relieve his anxieties.
Entry Num:
7
Company:
PilotGroup
Employee:
David M.
Name:
Theresa O.
Comments:
Two elderly travelers in a wheelchair did not have an address they were going to and, therefore, could not go through Customs without an address. I was proactive and got them to pull out the telephone number of the relative they were going to visit. Through use of sign language, they provided a number and I went to the phone book and found an address from the white pages. The travelers left happy, relieved and grateful.
Entry Num:
6
Company:
PilotGroup
Employee:
Robert F. Ewald
Name:
LAX Ambassador
Comments:
December 11, 2009 LAX Resiliency Edge submission This is a story about the relationship between the dozen or so agencies and groups vying to give information to the patrons of LAX, not just about PilotGroup. It also demonstrates how, absolutely and unavoidably, complete and accurate information is the foundation of all and any information programs.
I was working Terminal One, the Southwest and US Air terminal. It was about 2:30 in the afternoon. A large part of the public side of the terminal was closed off for renovation of the floors, including the area where the Travelers Aid desk is usually located and the access to the Southwest flight information boards. A grandfather (we grandfathers tend to pay attention to each other) was pushing a stroller at a rapid rate around the open areas of the terminal. He wasn’t endangering anybody; he was apparently trying to keep the child engaged and not focused on herself. Eventually he stopped by a seated couple, apparently the parents, to catch his breath. As this had been going on for a considerable time, I walked over and asked if I could help them. The response was: “No, thank you, we are waiting for a flight. It’s just that it seems to be delayed.” Not being pushy or intrusive, I walked on. But after another long wait, I decided it was time to find out what the problem was. I had noted the couple going to the US Air flight information board several times, so I asked if the flight they were awaiting was further delayed. The response was: “We’re not too sure. Perhaps you could explain. We are waiting for an au pair girl coming from Austria. The au pair agency gave us a US Air flight number which doesn’t appear on the board. We were told that the reason is probably that the flight from Vienna probably went to London, that a connection probably went to New York, and that we are probably waiting for a flight from there but we don’t know which flight it is. We’ve been waiting two hours and are beginning to get worried that she may have missed the flight or that we have missed the flight. The agency said she would arrive here in Los Angeles at about 1:30. It’s night time in Vienna and they don’t answer our calls.” The US Air flight information board wipes off all flights once they have given up their passengers so I had to consult my own print-out of arriving flights. US Air does most of the transferring of incoming international flights at Charlotte, but the record didn’t support either a New York or a Charlotte flight at the time they were told the au pair would arrive. Knowing that about two-thirds of the flights listed as US Air are actually code-share with United Airlines, I called them on my cell phone. They had a flight from New York scheduled to arrive at exactly the time the couple had been told to expect their au pair. I suggested the husband go to Terminal Seven to see if the missing passenger was there. Twenty minutes later he called that she was patiently waiting at the Terminal Seven baggage area. Mother, Grandfather, and soon-to-be governed child went rushing to meet their new au pair with many thanks and a little puzzlement about how such a screw up could have occurred. I did not try to explain code-sharing. Now I have new terms to categorize what I did. I was proactive, stayed calm in the face of anxiety, gave alternative courses of action, and had assembled the necessary information in a usable form.
Entry Num:
5
Company:
PilotGroup
Employee:
Laura T.
Name:
Coordinator
Comments:
A couple missed their connecting flight and they were very upset when they came to me. I told them we needed to find an agent for their airline, and I told them I would help. We found an agent, but the bad news was there were no more flights that day. I continued to remain engaged with them and their problem and stayed with them until they rebooked a flight for the next day, then I worked with them to find a hotel that fit their means where they could stay overnight.
This kind of attention made them very happy and they thanked me over and over and over.
Entry Num:
4
Company:
PilotGroup
Employee:
Romulo R.
Name:
Coordinator
Comments:
A passenger was upset because the person who was supposed to come to the airport to pick her up did not show. I calmed her down and brainstormed with her on a few options. I asked if the person coming had a cell phone and she said maybe but she did not have the phone number.
I continued to engage her and I asked if possibly there was a third person, a relative maybe, who might know both of them. She suggested someone and we tried to get that person on the phone, and we were able to. That person did in fact know the phone number for the person coming to the airport and called her and I was able to get everyone connected and on their way.
Entry Num:
3
Company:
PilotGroup
Employee:
Ann R.
Name:
Coordinator
Comments:
The airline the passenger and his wife needed to Australia was not listed on the board and they got very upset thinking they were in the wrong terminal and had missed their family member. I engaged them and assured them that they were in the correct terminal, it was just a case that the monitor had not been updated yet.
This information calmed them, along with my assurance, and they were assured further and very happy when I took them to the visitor information booth where they had a listing of the flight and they could see that everything was all right.
Entry Num:
2
Company:
PilotGroup
Employee:
Ineke W.
Name:
Coordinator
Comments:
A traveler had been waiting three days for his luggage and he was having no luck with his airline. He had rented an expensive RV and it was costing him money to wait and he was very upset.
I calmed him by telling him what I would do, I told him I would call the airline, and see if I could get through. This did not work, but I continued to engage him and I told him I would try ticketing. But that was closed. I then was pro active and I took the passenger to the airline office and I explained the situation and in the end he got his luggage. He was so happy, he gave me a big hug!
Entry Num:
1
Company:
PilotGroup
Employee:
John O.
Name:
Coordinator
Comments:
A couple got the wrong info about what terminal they were supposed to be in to catch their flight to Germany. They thought they needed Luftansa, but I checked their tickets and I saw they really needed to be on United.
I calmed them down and walked them out of the Bradley terminal and showed them how to get the shuttle to Terminal 7. They were still upset, thinking I might be wrong, but I continued to engage them and assured them I was right and they caught the shuttle and they said thank you.
Entry Num:
0
Company:
PilotGroup
Employee:
RESILIENCY EDGE "Pilot" Program
Name:
Incentive Program
Comments:
Welcome to our LAX 'Pilot Incentive" program.
On this page you will read examples of N.I.C.E stories - examples of great customer service showing how participants in "Resiliency Edge" pilot training have applied "tools" they learned in class to "neurtalize irritations customers experience," solve problems that arise and reduce stress for travelers.
We offer a special thank you to employees from LAWA's Ambassador and Visitor Information Guide programs - and their supervisors - for playing a lead role to launch this pilot and enhance the image of LAX.
Between December and February participants are encouraged to share their N.I.C.E stories on this page. All who enter stories will be considered for the pilot incentive. In February, a committee of airport officials will review the stories and select six finalists for awards at a pilot award event.
So continue to follow news on this page for updates- including an announcement of the awards as well as the award event date in February - and thank you for giving your great efforts to satisfy our airport customers.
And don't forget to tell your story here each time you help a customer get through LAX safely, swiftly and courteously.
