Resiliency Edge N.I.C.E. problem solvers offer warm welcomes, reduce stress and make travel through our airport satisfying. We're pleased to recognize our top performers - see their stories below:
I am a GO FAST PASS holder and the last two trips to the airport, I could not get into the lot using my pass – I had to take a ticket because it would not let me in. Each time I would forget to call and check on it – just got side-tracked. So this last time (last Friday night) – I paid cash using the ticket I grabbed on Thursday when I entered the lot. The next day I saw a charge for $1196 on my amex for parking. I knew I had to call and was planning on doing that yesterday or today and WOW Tom saved the day. I got an email from Tom noting the crazy charge and he figured out the issue and removed the charge. This is the type of customer service I appreciate more than you know. I travel a ton and hope for smoothness in things as simple as parking. Tom saved me so much time and effort and for that I have been able to put that time toward work as opposed to fixing the issue. The proactive approach he took was much appreciated and when I head to the airport I know I will be able to get in the lot and know what the issue was! Thank you Tom.
Entry Num:
447
Company:
Tenants
Employee:
Bob T.
Name:
Susan V.
Comments:
I was returning through Pittsburgh International Airport with my two young daughters. By the time we reached the airport my 4-year old was too tired to wake up. I tried to place her in my back carrier, and carry my younger daughter, a baby, in front. But then that presented problems in carrying my luggage, not to mention two car seats. We were the last ones off the plane and a woman helped us to the Kidsport area, where a gentleman met us. He was nothing short of a Saint. He let me put my 4-year-old in the wheelchair, and carried my car seats and bag as I got the kids. He was pleasant and professional, and at that moment, he really saved us. I don’t know what I would have done without him. He made sure we got to the car and got everything strapped in. I am very grateful for the service he provided.
Entry Num:
415
Company:
Tenants
Employee:
Joseph G.
Name:
Holly
Comments:
My husband, Charles, and I arrived at Pittsburgh International Airport after flying in from Philadelphia. Joseph pushed Charles to the Landside Terminal to get our bags. I stopped in the restroom and when I came out I realized that I forgot my coat. Joseph and I then went back to the Airside Terminal, where he led me to Lost and Found, where I picked up my coat. Along the way I had to chance to talk to Joseph, who is polite, courteous, personable and a very kind person. If I owned a company, I would hire him! You should feel honored to have him work for your organization. I think you should know what a great job he is doing for your company!
Entry Num:
399
Company:
Tenants
Employee:
Larry J.
Name:
Nancy S.
Comments:
Larry J. a curbside check-in agent, was exceptionally kind and helpful to us on our early morning flight on March 9th, 2014. He made our check in, baggage handling, security screening and all with a wonderful smile and sense of humor. He is a great first face of Pittsburgh International.
Entry Num:
353
Company:
Tenants
Employee:
Bob P.
Name:
Stephen B.
Comments:
As I was making my way through a busy airside terminal, I witnessed TSA employee Bob P. help a blind customer with a seeing eye dog find her way to the Southwest ticket counter. Bob showed a great deal of caring and compassion in assisting this customer as I would expect from my own crewmembers and should be recognized as an outstanding member of the airport community. What impressed me the most is that Bob did not wait for the customer to ask but rather anticipated her needs and asked the customer if she needed assistance. Truly a great example of the service standard Pittsburgh International Airport as well as TSA is striving to achieve.
Entry Num:
315
Company:
Tenants
Employee:
Jerome M.
Name:
Tracey D.
Comments:
I would like to express my sincere thanks to Jerome M. - the operator of bus #807 on the morning of Sunday May 26, 2013. I was traveling to Phoenix and left my cell phone on the shuttle on my way to the airport. A kind stranger allowed me to use his cell phone to call mine once I'd realized I was without it, and Jerome answered and instructed me to meet him outside the terminal to retrieve my cell phone. It was incredibly decent and honest of him to return it to me, and that kind of behavior should be commended!
Entry Num:
299
Company:
Tenants
Employee:
Marilyn
Name:
Barry M
Comments:
An Airport Authority employee lost her earring while entering the terminal on March 5th. Marilyn was approached by Tom, who had found the earring. She immediately informed Tom of an employee who was looking for the earring and together, they were able to return the lost item to a very happy customer. The result was…: A very happy and appreciative customer got her earring recovered.
Entry Num:
298
Company:
Tenants
Employee:
Dave S.
Name:
Pat O.
Comments:
I received a call that a customer had dropped his belongings on the moving walkway near the Hyatt and that his medication had fell inside the walkway. I paged for Dave S. and met him and the customer at the moving walkway. The customer explained that when the bottle holding his pills landed, it broke and his pills fell into the machinery. The gentleman, who was in town for his mother's funeral, needed enough of his medication to get through his stay here. Dave, understanding the importance of the situation to the customer, worked quickly to shut down the walkway, and then opened it. He found enough of the medication to help the gentleman to make it through his stay. The customer, of course, was relieved and happy.
Entry Num:
218
Company:
Tenants
Employee:
Michelle
Name:
Tim L.
Comments:
An elderly female guest at the Hyatt was ill and required medical assistance. When the fire fighters responded we found the patient walking around in her room and upon evaluation of her vital signs, we found some abnormal readings. We suggested she go to the hospital in an ambulance to be evaluated and she agreed. However, while waiting she stated that she had visited the Hyatt often due to her husband's business. She also said that her husband was currently on a business trip approximately three hours away. The woman said she was having dinner alone that evening when she became ill. Michelle, her waitress at the Hyatt restaurant, was worried that the woman needed medical attention and urged her to return to her room and called for the ambulance. Michelle has frequently been their waitress during their stays and, they have apparently become quite close. While we were talking, Michelle and her boss, Zach, the restaurant manager, came into the woman's room to check on her. The woman expressed some worry about going to the hospital alone, and how she would return to the hotel once she was released. She didn’t want her husband to cut his business short and drive the three hours for what she was certain was a minor medical incident. Without hesitation, Michelle volunteered to leave her shift early and drive to the hospital to stay with the patient for as long as she was there and promised that she would not leave – and would even drive her back to the hotel once this ordeal was all over. Michelle’s manager, Zach, agreed to let her leave early as long as the other wait staff were not overtly inconvenienced by her absence. Michelle assured him that everything would be taken care of, and assured the woman that she would be at the hospital to be with her very soon.
Entry Num:
207
Company:
Tenants
Employee:
Sam O.
Name:
Greg K.
Comments:
A customer flying had brought a cooler of groceries as luggage and it was placed onto the belt system without having the lid secured. The lid fell off spilling the contents onto the belt system. Some of the groceries that were inside went through the x-ray machine and was summoned to the resolution room to be evaluated. Upon arriving in the Resolution Room Sam and his crew knew it must have fallen out of somebody’s luggage. Sam then called and met me at the ticket counter so that we could get it in the same cooler and on its way to its final destination. Sam was proactive and saw that the groceries were returned to their owner and that again another Pittsburgh customer would be arriving at their final destination happy.
Entry Num:
181
Company:
Tenants
Employee:
Phil S.
Name:
Anne F.
Comments:
A woman, who only spoke a foreign language, was very upset in security because she could not navigate the airport. She was shaken and scared and the problem was worsening.Phil took the initiative to calm the woman, then gathered her belongings for her and escorted her to the gate. The result was a smiles and smiles all the way to the gate.
Entry Num:
171
Company:
Tenants
Employee:
Pat M.
Name:
Ed M.
Comments:
During departure day for the Wheelchair games a representative from Continental was not present at the temporary check in location. I went to their ticket counter and spoke with Pat. She was unaware of any arrangements that were in place to accommodate the athlete, but she took it upon herself to do it. However, she also had other duties to do and ended up going back and forth between the temporary counter to their ticket counter to print boarding passes and luggage tags. She would also wheel the luggage to their belt. This went on for most of the day. By doing this, she helped the athletes and their families by making their experience at the airport less stressful, while being able to complete her regular duties.
Entry Num:
158
Company:
Tenants
Employee:
Mike
Name:
Kerry O
Comments:
I am writing to you to express our gratitude towards Mike, from Continental Airlines, who helped us find a missed flight to Houston after we watched the airplane take off from the window. He was very courteous and helpful while finding us a flight through Cleveland to Houston. We commend him for his efforts and excellent service at Pittsburgh International Airport.
Entry Num:
157
Company:
Tenants
Employee:
Edwin
Name:
Kerry O
Comments:
I am writing to you to express our gratitude towards Edwin from Continental Airlines, who helped us find a missed flight to Houston after we watched the airplane take off from the window. He was very courteous and helpful while finding us a flight through Cleveland to Houston. We commend him for his efforts and excellent service at Pittsburgh International Airport.
Entry Num:
151
Company:
Tenants
Employee:
David D.
Name:
Jeff M.
Comments:
A traveler had lost their phone and travel papers and came to David for help. He helped look for the items and found them behind a chair in an adjacent room. The traveler was very thankful and said that David had “saved the day!”
Entry Num:
150
Company:
Tenants
Employee:
Sandy S.
Name:
Jeff M.
Comments:
A veteran came into the military room to ask for some Kleenex. He began telling a story to Sandy about his son who had been killed in an airplane accident only one week prior. He was traveling to claim the remains of his son. Sandy gave him Kleenex and offered her condolences to the man. She listened to him and told him he could bring his family into the room and offered him water, coffee and snacks. He was very thankful for the time she took to listen to him.
Entry Num:
149
Company:
Tenants
Employee:
Eric H.
Name:
Jeff M.
Comments:
A customer didn’t have enough money to pay for parking; they had no money, checks or credit cards. The cashier in an exit lane told the customer that it wasn’t his problem, and that he was holding up traffic in the lane. Eric came to the customer and told him that he could call someone to use their credit card to pay for the ticket. All Eric needed was a driver’s license or name and address along with the card’s information. The customer was thankful because he thought he was going to be stuck and not able to leave the lot.
Entry Num:
148
Company:
Tenants
Employee:
Gary S.
Name:
Jeff M.
Comments:
A traveler had forgotten to leave his pocket knife at home and was going to have to discard his expensive knife to be in compliance with security measures. Gary was able to give the customer an alternate to losing his knife by offering to mail it to the traveler’s home. The customer was appreciative.
Entry Num:
147
Company:
Tenants
Employee:
Tyler W.
Name:
Jeff M.
Comments:
A traveler’s flight had been delayed which caused him to miss his connection flight. He was irritated, stressed out and hungry. Tyler recognized how upset he was and engaged him in a conversation. He asked the customer how he was doing, and he gave a very honest answer. Tyler was pleasant and listened to him, and also fed the customer. He helped him relax and take his mind off the situation. The customer thanked him and was so pleased that he e-mailed the company commending Tyler on his above average service.
Entry Num:
146
Company:
Tenants
Employee:
Paul G.
Name:
Jeff M.
Comments:
A customer came to Paul looking for some tools that had been lost on the belt system. Paul told him that he would stop the belt to look for the tools once the bags were done coming off the line. In the meantime, Paul told the customer to let him know if he needed any tools, that he would help him find some to use until his were found. The customer was pleased with Paul’s extra efforts
Entry Num:
145
Company:
Tenants
Employee:
Jim V.
Name:
Jeff M.
Comments:
A couple and their young daughter were traveling through the airport and could not find the Frontier Airline ticket counter. They came to Jim for help and he not only told them where it was, but walked them to it so they would not get lost along the way. They were very thankful that Jim took the extra time to walk with them.
Entry Num:
144
Company:
Tenants
Employee:
Shantell W.
Name:
Jeff M.
Comments:
A vegan customer was upset because there are very few places that serve vegan food in the airport. Wanting to help, Shantell not only named the vegan items on the menu, but also told her about items that she could make specially for her. The customer was very pleased and said the food was great.
Entry Num:
143
Company:
Tenants
Employee:
Pat D.
Name:
Jeff M.
Comments:
A lady was upset because she could not find her aunt who was arriving soon and was in a wheelchair. Pat empathized with her and checked the airline and used the public address service. Then he went to baggage and notified airport security and police. Though it took an hour of his time, the pair finally found the aunt and the customer was very relieved.
Entry Num:
142
Company:
Tenants
Employee:
Darlene C.
Name:
Jeff M.
Comments:
A man came to Darlene for help because he needed to get to his gate because his flight was leaving soon, but he was having trouble walking anymore. To help him, Darlene left her kiosk and ran to the gate to let the gate agent know the gentleman’s situation. Then she found him a cart and a driver to get him to the gate. The passenger was very happy and thankful.
Entry Num:
141
Company:
Tenants
Employee:
Jessica M.
Name:
Jeff M.
Comments:
Jessica helped a few travelers who couldn’t find their flight on the screen. The travelers had asked the airline for help but they said they couldn’t help them and they were worried they would miss their flight. Jessica listened to their problem and walked to the screen with them, but could not find the flight herself either. She then walked around with them to find another airline employee who was very helpful to them. They thanked her for taking to the time to really help them
Entry Num:
140
Company:
Tenants
Employee:
Brett S.
Name:
Jeff M.
Comments:
A customer booked a car through another rental company but they did not have a car for them when they arrived at the airport. This customer then came to Brett’s counter and needed a car because the other company had sold out. Unfortunately, Brett’s company was also sold out of cars. So, he decided to rent the customer his company car so that the customer was not stranded at the airport all night. The customer said that it was the most a company had done for him and he couldn’t believe Brett would give him his way home. Brett ended up taking a bus home for the night.
Entry Num:
139
Company:
Tenants
Employee:
Robert C.
Name:
Jeff M.
Comments:
A traveler lost their cell phone at TSA and their flight was leaving soon and came to Robert for help. He asked where they may have lost it and called TSA, who did have the phone. I told TSA that the customer had to leave soon and they had someone bring the phone to Robert and the customer. The customer was very happy that both Robert and TSA had helped so that they would not miss their flight.
Entry Num:
138
Company:
Tenants
Employee:
Heather M.
Name:
Jeff M.
Comments:
A few travelers were stuck in the airport for two days because of bad weather in Europe. Heather listen to them but remained optimistic and told them at least they would make it home for Christmas, as their flight was going out just in time to make it home on Christmas Eve. While they waited, they purchased Christmas gifts for their family members. They left the airport happy, despite their long delay.
Entry Num:
127
Company:
Tenants
Employee:
Candy C.
Name:
Teresa O.
Comments:
I would like to take this opportunity to commend Candy C. and the TSA staff for how a lost item of mine was handled on February 2, 2011. I discovered a diamond tennis bracelet was missing after returning to Columbus, Ohio. I had worn the bracelet that day but had been in three airports, too. I began trying to determine if anyone had turned it by contacting Delta, only to be told I’d needed to complete several forms online. I called the Columbus airport and received a recording. My hotel the prior night could not find my bracelet. I finally checked with the TSA website and found a phone number for Pittsburgh International Airport’s Lost and Found. My call was answered by the most compassionate woman, Candy. She was very patient with me as I described the item and carefully reviewed her list. To my amazement there had been a diamond bracelet turned in by the TSA that day! She went to secure the item and determined it was my lost, precious bracelet. It is so comforting to know that there are honest people in the world. I so appreciate everything the TSA does to keep us safe. A very heartfelt “thank you” to the TSA who turned in my bracelet and to Candy, who was wonderful and helped to turn a miserable day into filled with blessings.
Entry Num:
122
Company:
Tenants
Employee:
Timo B
Name:
Mike A
Comments:
Timo found $600.00 cash and a bank deposit slip. Timo was pro-active and contacted the bank to find the name of the business and the individual who had lost the money and deposit slip. He engaged the individual over the phone to return the money and deposit slip. The result was another happy airport passenger due to Timo going above and beyond his usual job duties.
Entry Num:
98
Company:
Tenants
Employee:
Aviation Safeguards
Name:
Diana L. and Rick H.
Comments:
On September 1, 2010 my friend and I were scheduled on Continental at 5:55 AM. In order to alleviate some anxiety, we wanted to be sure we got there early enough. So, around 4:30 AM we arrived in the "long term" parking lot section 1A. We knew we would have some difficulty walking to the gate due to Rick's disability and knew we would need assistance. He uses a walker but still cannot walk far. Due to the nature of this trip and the fact that neither of us are "seasoned flyers", anxiety was pretty high and we were just a bit nervous.
It didn't take long for our anxiety about the trip to be put to rest. We walked into the airport and right away we knew Rick could not walk to the luggage check area. There were several flight and airport employees coming in and it didn't take long for one of them to assist us. She was a very kind who told us to wait there and she would get someone to help us. In less than five minutes, we were greeted by a gentleman who brought a wheelchair and took us exactly where we needed to go. He was an enormous help and could not have been kinder. He took us to check our baggage in ad then to our gate and assisted us to the plane. We were treated like VIP's and he even took Rick's name and said he would add him to his prayer list. What a heartfelt and genuine gesture of kindness.
Upon our return to your airport, (again on) Continental arriving at 7:43 PM, we were greeted with the exact same kindness and treatment from a very kind woman. She was pleasant and very helpful an could not have been nicer. She made sure we got our luggage and took us to the door for long term parking. I went to get the car and she stayed with Rick until I returned with the car. She offered to take him directly to the car, but we thought it might be easier for him to wait there with her. When I brought the car to the door, she helped with putting the luggage in the car and also with Rick. The care and attention we received were second to none. You truly have an amazing group of people working for you and our experience at your airport was nothing but positive.
Your customer service is exceptional. In the future, with any traveling plans including flights, Pittsburgh International Airport is where we will look first. Again, THANK YOU for all you have done to make our traveling experience positive. I applaud each and every employee on their efforts. Each of them gave more than 100% and truly cared about our satisfaction and safety.
With Sincere Gratitude, Diana and Rick
Entry Num:
97
Company:
Tenants
Employee:
Aviation Safeguards
Name:
Edwin B.
Comments:
This past week my family and I traveled to Denver, Colorado. My father-in-law is a victim of Parkinson's Disease and any type of traveling is difficult for him. Your airport's facilities and personnel made his plight as well as his flight a much simpler and more enjoyable experience not only for my father-in-law but also our entire family.
I would especially like to compliment the Aviation Safeguards Wheelchair Services. The people who assisted my father-in-law were professional and courteous to not only him but also our entire family. Boarding for my father-in-law was made simple, which was a great relief for all of us. The ready access to the wheelchair both before our departure and upon our return was truly appreciated.
The people involved and the equipment needed made my father-in-law's trip a pleasure… Pittsburgh International Airport and its staff deserve the praises that the city has recently received. No doubt, the airport is a part of the city's success.
On behalf of my father-in-law, his wife and their daughter, as well as my wife, I thank you all!
Entry Num:
96
Company:
Tenants
Employee:
Dave
Name:
Amy D.
Comments:
I am at the Pittsburgh Airport and I just wanted to thank a gentleman who helped me with a very large package in the check in area. Dave was in a (Aviation) Safeguards uniform and went above and beyond to help me manage the package… I really appreciated his help.
Regards, Amy D.
Entry Num:
95
Company:
Tenants
Employee:
ranell
Name:
cece
Comments:
I had thrown away a set of keys that I no longer needed. When Ranell of ABM cleaned my office that night she found the keys as she was dumping my waste basket. She thought they were there by mistake. While cleaning she also found a very expensive earring I had lost. Ranell put it on my desk. I am very impressed Ranell pulled the keys from the trash and left me note to ask if this was a mistake. That kind of thoughtfulness is most impressive. Even though I had intended to get rid of them, the fact she pulled them to make sure is very N.I.C.E.
Entry Num:
94
Company:
Tenants
Employee:
dana
Name:
cece p.
Comments:
I had thrown away a set of keys that I no longer needed. When Dana of ABM cleaned my office that night she found the keys as she was dumping my waste basket. She thought they were there by mistake. While cleaning she also found a very expensive earring I had lost. Dana put it on my desk. I am very impressed Dana pulled the keys from the trash and left me note to ask if this was a mistake. That kind of thoughtfulness is most impressive. Even though I had intended to get rid of them, the fact she pulled them to make sure is very N.I.C.E.
Entry Num:
91
Company:
Tenants
Employee:
John B.
Name:
Jeff M.
Comments:
John found a ring on the floor of Concourse D. Shortly after finding it, he reported it as a lost and found item to an airport official. John was proactive by reporting he found the ring to a supervisor. Both of them moved quickly to turn it in to Lost and Found. His quick and efficient response eliminated additional anxiety for the traveler. The result was a $25,000 ring was on its way back to the owner. The traveler was thrilled that her ring was returned to her safely and with minimal stress and hassle.
