Meet JFK International Airport's N.I.C.E.™ Problem Solvers
We give N.I.C.E. new meaning - "Resiliency Edge" workers Neutralize Irritations Customers Experience™
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Resiliency Edge N.I.C.E. problem solvers earn prizes, including $25 American Express gift checks when they turn upset travelers into satisfied customers - and you can too. Vote here for stories you like - and become eligible for $25 American Express gift checks, too.
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"Resiliency Edge" Success Stories
Name:
S. Andre/P. Everett
Comments:
The customer was upset because they could not understand how to use the TVM at HB.
I patiently took the time to show the passenger how to use the machine. the passenger paid his fare and was happy that he did it by himself.
The customer left happy thanke me for the tutorial.
Comments:
A traveler was upset because there was a maintenance assignment in the Central Terminal area and the train were running every 15 minutes. She was tired, had a connecting flight, and was pressed for time.
I used one of my Resiliency strengths and explained to her that in order to provide the best overall AirTrain service, we needed to put these maintenance assignments in place. I contacted Operations Center and provide her with the estimated time of arrival of the next train and apologized for the delay.
The customer was happy that I cared for her concern and tried to aleviate the problem.
Comments:
A customer was having difficulty because he was mute and also French, so he was having a very hard time finding someone to give him accurate information on getting to Federal Circle.
I communicated with him using the signs that I knew and took him to the digital information kiosk. I prompted French as the designated language. I made sure that he knoew how to get to Federal Circle and felt comfortable using the AirTrain system.
The gentleman was smiling when he left and appeared to be much happier than when he first arrived at Terminal 1 platform.
Comments:
A customer wasn't happy because she did not know the correct directions to reach her hotel.
I took the time to ask questions to see if she had an address available so that I could help her out by pointing out her destination on the subway map.
The traveler left happy thanking me for helping her locate her hotel.
Comments:
A customer was upset because he dropped his phone getting of the AirTrain at Terminal 8 outbound. He said he needed his phone because he had just arrived to New York.
I used one of my strengths and told him that I understood his aggrevation. I recorded all his contact information and passed it on to the Operations Center. I gave him JFK AirTrain's phone number and also explained the process of retrieving lost items from the tracks. He understood he wouldn't be able to get his phone right away.
The customer thanked me for helping him and taking the time to explain the process to him.
Comments:
A traveler was upset because he missed his flight and didn't have enough money to pay the $5 fee at Jamaica Station.
I let the passenger know that as a one time courtesy, I would allow him to exit the station. He then passed me his identification and I allowed him out of the system.
The customer thanked me for understanding his situation and allowing him to exit.
Name:
P. Everett/S. Andre
Comments:
A traveler was upset becuase they could not find change for a $20 bill.
I used one of my strengths and asked the passenger if they would like me to ask if anyone has change. If not, I would ask for permission to let them leave.
The travler left happy saying, "Thank you!"
Name:
K. Allison/A. Carter
Comments:
A passenger was upset because he left his briefcase onboard a Howard Beach train.
I sent out a transmission adiving all agents to check all Howard Beach trains for his briefcase. An AirTrain Unit covering Terminal 8 repsonded and said he was in possession of the bag. I sent the passenger to Terminal 8 to be reunited with his briefcase.
The travler left very happy thanking me profusely.
Name:
S. Andre/P. Everett
Comments:
An upset customer was picking up someone and did not know which location to go to meet their party.
I personally took the passenger to the Welcome Center kiosk and checked the flight status and found out where it was arriving.
The customer left happy stating that I saved her a lot of time.
Name:
S. Andre/P. Everett
Comments:
A traveler was upset because they were trying to get to Jamaica on the All Terminal train. They said they were riding around for 30 minutes.
I advised the passenger of the tracks and how to tell the destinations of the AirTrain.
The customer was happy and thanked me for my help.
Name:
P. Everett/S. Andre
Comments:
A traveler was upset because she left her luggage on the patform at Lefferts Blvd. The passenger was scared she was going to to miss her flight.
I used one or more of my strenghts from my Personal Resiliency Profile and advised Operations to keep the CCTV on luggage at Leffert Blvd.
The customer left happy and thanked me on her way to securing her luggage.
Comments:
A traveler was upset because she did not know how to get to 42nd Street Port Authority. She departed the Jamaica bound train at Terminal 1.
I explained how to understand the signage and advised her to get back on board. I also said tha she could pay for the AirTrain and subway at the last stop (Jamaica Station). I ensured her that there would be personnel to help her once she arrived at Jamaica Station.
The customer left happy, thanked me, and boarded the train to Jamaica Station.
Comments:
A customer was upset because he dropped his house and work keys by Berth 1 at Terminal 5.
I approached him to find out the exact location of where he dropped his keys. I contacted Operations and spoke to a supevisor. After retrieving all of the passenger's information and giving it to Operations, I explained to the passenger that the item would be retrieved overnight and returned to him.
The customer thanked me for my patience and left in a better mood.
Comments:
A traveler was upset because she purchased a LIRR ticket to Penn Station and in addition, she had to purchase a Metrocard for the AirTrain and Subway to get to 59th St. Columbus Circle. She was so upset that she said she would walk to 59th St. from 34th St. Penn Station. I asked her to calm down and pointed out the positives of the LIRR service in contrast to the subway. I assured her it was a good mistake and she'd get to her destination faster and in comfort.
I used positivity and compassion to turn a negative situation and help a customer deal with a frustrating moment.
She left happy saying: "Thank you for your patience. Thank you so much for your help. Happy holidays to you and your family."
Comments:
A traveler was upset because he was on the innerloop train trying to go to Howard Beach Station to transfer to the A subway train.
I advised the passenger to take the next innerloop train to Terminal 8. From there he could transfer to a Howard Beach train and after three stops, he could transfer to the A subway train.
The traveler left happy saying thank you very much!
Comments:
A traveler was misinformed at one of the terminals. He was told to take the train to Jamaica to catch the "A" subway. When realizing he was on the wrong train, he disembarked at Federal Circle asking how to get to the "A" subway.
I instructed him to take the next Howard Beach bound train to Howard Beach Station. From there I stated that he could take the "A" subway; furthermore, I advised him to take the Howard Beach train one stop to Lefferts Blvd. At Lefferts, he could take the B15 bus to Brooklyn.
While departing he thanked me for my assistance.
Comments:
A traveler was upset because he arrived at Federal Circle believing a shuttle would be picking him up and taking him to the Ramada Inn Hotel. Unfortunately, the Ramada Inn Hotel does not provide a shuttle bus from JFK Airport. The passenger did not know what service he should use to get to his destination.
I advised him to take the next Jamaica bound train to Jamaica Station. I stated that after he arrived he could have a taxi take him from Jamaica Station to the Ramada Inn Hotel on Hillside Ave.
He departed after thanking me for my assistance.
Name:
A. Carter, K. Allison
Comments:
A group of travelers was upset because they had to take serveral trains with six large bags to get to SoHo.
I spoke with the friend they were en route to visit, and she gave me the street location they were heading to. I suggested the passengers take a train to Canal St. and catch a cab from there.
The customers happily thanked me and went on their way.
Name:
A. Carter, K. Allison
Comments:
A traveler was upset because the sign at terminal 5 doesn't say JetBlue, so no one knows the direction to the JetBlue Terminal.
Since all the terminals are numbered, I suggested that the traveler look at the directory to know what terminal to go for his flight. I also stated that he could ask one of the agents who are dressed in red throughout our stations.
He left happily stating that it's a matter of learning how things work. Once you learn it, it becomes easy. I get it now, thank you.
Employee:
Jacqueline Kelley
Name:
A. Carter, K. Allison
Comments:
A passenger could not find the card she purchased. She said that everybody in her family becomes fogetful when they reach 78 years of age. She was having a problem remembering things and couldn't remember how to put her Metro card in the faregate causing her to become frustrated.
I told her calmly to take her time and check her bag. She found the card and was very greatful for my help.
She left happily saying thank you. You are so sweet and very patient.
Name:
A. Carter, K. Allison
Comments:
A traveler was distraught after she just exited at Howard Beach just realizing she left her laptop bag on the AirTrain. I proceeded to ask the agents in the CTA to check all Howard Beach trains for a purple laptop bag. One of my co-workers found the bag on one of the trains. I relayed this information to her letting her know where she could retrieve her bag. She hugged me and thanked me.
Name:
A. Carter, K. Allison
Comments:
A customer was having difficulty locating the recently moved airline of Royal Jordanian. The information listed on the kiosk was incorrect since the airline moved to a different terminal.
I called operation since I was unaware of the change as well to see if they had a current listing. Unfortunately they did not, so I proceeded to step onto the train and checked the directory which read terminal 8 for Royal Jordanian. I relayed this information to the traveler.
He was back a few days later and stated: "You helped me last week!" After a few seconds, I recognized him and I asked: "Oh yes, were you able to locate your flight?" He said that he was and he thanked me.
Comments:
A passenger did not know how to get to her hotel in Manhattan.
I asked if she had an address so I could better assist her.
"Thank you so much for helping me find my hotel!"
Comments:
A passenger left his briefcase on a Howard Beach train.
I sent out a transmission advising all agents to check all Howard Beach trains for his briefcase. An AirTrain Unit covering Terminal 6 responded and said he was in possession of the bag. I then sent the passenger to Terminal 8.
"Thank you!"
Name:
S. Andre/P. Everett
Comments:
A passenger was upset because she could not find her terminal and nobody had stopped to assist her. There was also a language barrier.
I showed the lady an AirTrain brochure as well as directed her to the terminal.
"Thank you, I'm so glad someone was there to help."
Name:
S. Andre/P. Everett
Comments:
A passenger was upset because he left his bag containing valuable materials on a train.
I immediately notified Operations. I also boarded a train in the opposite direction in order to catch the train with the passenger's bag.
"Thank you, my whole life is in this bag!"
Name:
A. Carter, K. Allison
Comments:
Passengers were trying to get from Howard Beach station to Jamaica station.
I walked the passengers to the platform at Howard Beach and showed them on the kiosk map where to go. I then showed them the way they would have to travel on the TV monitor and the number of stops the train would make before they could change at Jamaica.
"Thank you!"
Comments:
A passenger was unaware that there was a $5 fare for the AirTrain.
I explained to her that the $5 fare is one of the sources of revenue that helps to upkeep the AirTrain. I suggested that she take the E train as that would be the cheapest way into the city.
She thanked me and said the $7.25, "was nothing compared to a taxi into Manhattan".
Comments:
A passenger only had $20 bills and no credit/debit cards. He only wanted to buy a $5 metrocard. Unfortunately, the Metro News stand was closed so there was no where to change his bills.
I asked the passenger how many days he was spending in NYC. He said he was here for two days and did not have a metrocard. I suggested he buy a $14 metrocard and use it for the subway and the AirTrain.
He thanked me for the suggestion and then purchased a $20 metrocard. He said he didn't know he could use the card for both systems.
Name:
A. Carter, K. Allison
Comments:
A passenger asked "how are we supposed to know which train to get on?"
I pointed out the maps in the brochures as well as all the signs that indicate which trains take you to which destinations.
"Ok, I didn't pay attention to the announcement nor did I see the signs, but thank you for explaining your system to me."
Comments:
A passenger was trying to take a short cut to Terminal 8. He disembarked at FC hoping to catch the inner loop train.
I informed the passenger that he could not catch the innerloop train from FC. I advised him to take the train on the 3rd floor to Terminal 1, then transfer to the innerloop train to Terminal 8.
"Thank you very much."
Comments:
A passenger arrived at Federal Circle thinking he could catch a shuttle bus to the Super 8 motel. Upon hearing there was no shuttle bus, the passenger did not know any other way to get to the motel.
I advised the passenger to take a Jamaica train to Jamaica where he could either catch a cab or walk to the motel.
"Thank you."
Comments:
A passenger claimed to not know that AirTrain had a fare of $5. The passenger did not have enough money to enter the system.
I asked the passenger to show me his ID and ticket information. After confirming the passengers ticket information, I gave him the difference in cash so that he could travel to his terminal.
"Thank you very much!"
Name:
A. Carter, K. Allison
Comments:
A passenger's unlimited metrocard was not working at the fare gates. She became irate and did not understand the difference.
I explained to the customer how the AirTrain system only accepts pay-per ride cards and does not accept unlimited metrocards.
She thanked me for explaining how the cards work.
Comments:
A group of passengers were upset because their metrocards were not working. They had each purchased several cards since they had been in New York.
I gave the passengers the information to mail their cards in for a refund.
"Thank you, I hope they send my refund quickly"
Comments:
A passenger was misinformed and was thinking that arrivals from Santo Domingo with JetBlue were at Terminal 5.
I advised the passenger to take the inner-loop train to Terminal 4.
"Thank you!"
Comments:
A traveler was separated from her children at Terminal 5. The doors closed, separating them.
I helped the passenger find her two children(10 & 11).
In tears, the passenger gave me a big thanks.
Comments:
Passengers were lost and did not know how to get to the Quality Inn Hotel.
I advised the passengers that the hotel was across the street from Jamaica station.
"Thanks!"
Name:
S. Andre/P. Everett
Comments:
A passenger was trying to get to South African Airways. She was sent to Terminal 1, then Terminal 7 and finally Terminal 8.
I told the passenger her airline was located at Terminal 4. I even verified the information with her using the kiosk.
"Finally met someone who knows what they are doing."
Name:
A. Carter, K. Allison
Comments:
A lost passenger had been riding around on the AirTrain trying to get to Jamaica station.
I explained to her how to get to Jamaica station from her location and that she would need a metrocard to exit the system.
"Thank you, I almost gave up."
Comments:
A family was riding the inner loop train in an attempt to reach Parking Lot C.
I apologized for their confusion and then explained that Parking Lot C is located at Howard Beach. I showed the family witch train they needed to take in order to get to Howard Beach.
"Thank you miss, you have been very helpful!"
Comments:
A passenger was waiting for her US Airways flight to leave from T7. She was misinformed by being told she could go to HB to relax and wait for her flight.
I began to try to see how I could help the passenger. At first she was a bit closed off towards me and gave me a bit of a hard time. However, I was determined to help her so I persisted. She began to open up and accept my help. I advised her to make her way to T4 where she could rest for a bit.
At the end, she gave me a huge thanks. She told me I was a wonderful person and that she was very grateful that I did not give up on her.
Comments:
A passenger was having trouble using her credit card to purchase a LIRR ticket.
I assisted her in purchasing a LIRR/AirTrain ticket.
"Thank you for your help."
Comments:
A passenger was coming from the casino and was looking to catch the A train to Brooklyn. The passenger had taken the wrong bus and ended up at HB. The passenger also lacked sufficient funds to exit the system.
I advised the passenger to take the AirTrain two stops to LB where he could catch the B15 bus to Brooklyn.
"Thank you, sir"
Name:
S. Andre/P. Everett
Comments:
I found papers laying on the floor. They were papers concerning flight details (Crew, fuel info, etc.)I realized these were important papers and sat them aside.
The pilot then came back looking for the papers. Apparently they had fallen out of his back pocket earlier when he was running to catch a train.
I returned the papers. "Thank you, you literally saved my life and my job." He then asked if there was something he could do. I did not have any comment cards so I said, "Your thanks is enough, sir"
Name:
A. Carter, K. Allison
Comments:
A passenger did not know how to get to her hotel in Manhattan. I asked if she had an address for the hotel so that I could use that to help her. I showed her how to get to her destination using the subway.
"Thank you so much!"
Name:
A. Carter, K. Allison
Comments:
A passenger left his brief case on board a HB train. His brief case contained many important documents.
I sent out a transmission advising all agents to check all HB trains for the briefcase. An ATU covering T8 responded and said she was in possession of the bag. I then sent the passenger to T8.
"Thank you"
Comments:
A passenger was travelling to 59st Columbus Circle. She was advised to take the A train. Passenger was in a hurry and did not want to spend an hour travelling.
I advised her to go to Jamaica and transfer to the LIRR to Penn Station. Once at Penn Station, I told her to then take the A train to Columbus Circle. That will only take about 30 minutes.
"Thank You, sir"
Name:
A. Carter, K. Allison
Comments:
Passengers were unaware of how to purchase tickets for the LIRR.
I assisted them in purchasing tickets as I explained how to operate the machine as well as how to understand the LIRR signs.
"You're the best, can we take you with us!?"
Name:
S. Andre/P. Everett
Comments:
A passenger was travelling with a baby that had been crying the entire flight.
I advised the passenger to travel to Terminal 4 so that she could take a moment to calm herself and her baby down before boarding a train.
"Thank you! I'm so out of it I can't even think straight. I agree, I do need a few minutes to collect myself. Thank you again!"
Name:
S. Andre/P. Everett
Comments:
Passengers arrived at a closed terminal. I advised that Terminal 4 is open 24hrs and that they could spend their time there to wait for their connecting flight.
"Thanks!"
Name:
S. Andre/P. Everett
Comments:
A couple missed their Montauk train at 1:10 in the morning.
I advised them to go to the LIRR lobby and ask which train would carry them closer to their destination.
"Much appreciated!"
Name:
S. Andre/P. Everett
Comments:
Passengers were unaware that the hotel at which they were staying did not offer 24hr shuttle service.
I advised the passengers to go to any terminal to catch a cab. I also told them to make sure they get their receipt from the cab so that the hotel can reimburse them.
"I didn't know that, thanks!"
Name:
S. Andre/P. Everett
Comments:
A group of passengers missed the Jamaica train. They said three Howard Beach trains passed by in succession.
I advised the passenger that we need to make sure all trains are functioning properly. That is why we change our trains at Howard Beach.
"I never knew that. Thanks!"
Name:
E. Pierre, W. Childs, S. Brown-Richardson
Comments:
A passenger arrived at Jamaica with 8 hours to spare before his next flight. He wanted to check out the city before he boarded his flight.
I instructed him to take the E train into the city. I also told him about the various sites around NYC.
"I am so glad you're here. You have been an angel to me." He then gave me a ticket to go see the Broadway musical, 'Wicked'
Comments:
A passenger was trying to get to Terminal 2/3. However, the passenger boarded the wrong train and ended up at Federal Circle. She was even more confused at this point.
I instructed her to board the next in service train on the third level and ride it for two stops. This would put her off at Terminal 2/3.
"Thank you, sir"
Comments:
A group of five female passengers were worried because they could not locate their vehicle at the Terminal 5 parking lot.
I asked them if they remembered on what level and at which block they parked their car. I then directed them to the appropriate section with additional instructions in case they still could not locate their vehicle. I told them to give the attendant their plate number for should further assistance be needed. They were able to locate their car.
"Thank you, thank you, thank you!"
Comments:
A passenger on her way to her honeymoon was lost and worried she would miss her flight. To worsen matters, she was not sure from which terminal her flight would be departing.
I first calmed her down so that she could better receive my instructions. I then directed her to Terminal 4 as her flight was with Caribbean Airlines.
"Thank you for your help. You are so kind! You are the only one who gave me proper directions. Everyone else had been giving me the run-around. Thanks again!"
Name:
E. Pierre, W. Childs, S. Brown-Richardson
Comments:
A customs officer dropped his wallet on the track. He contacted Pat Thompson.
I communicated with my CSS E. Pierre that the customer came to pick up his property. His wallet was returned to him.
"We should continue to work together in a positive way because we are one together in our airport family."
Comments:
A passenger was trying to get to Delta Terminals 2&3. The passenger boarded the wrong train to Federal Circle.
I advised the passenger to take the next train at Federal Circle inbound two stops to the Delta terminals.
"Thank You, sir"
Comments:
A passenger realized that he had forgotten his backpack at one of the stations. I took a description of the bag. I then asked Operations if there was a missing backpack reported.
I then sent out a request for all ATAs to search for the missing backpack on all Jamaica trains. The bag was located within seconds.
The passenger was very pleased and impressed by how quickly his bag was located. He could not thank me enough. He left with a smile.
Name:
S. Andre/P. Everett
Comments:
The passengers arrived and were unaware that the AirTrain was not running.
I advised them to take the free, courtesy shuttle bus to the airport. I apologized for the inconcevnience.
"Thanks, I wish the MTA was so helpful."
Name:
S. Andre/P. Everett
Comments:
A large group of 32 passengers, who only spoke Spanish, thought the AirTrain was free.
I asked if they had any metrocards. I was able to consolidate the cards. I also helped them purchase a few 10-trip cards.
"Muchas Gracias, senorita!"
Comments:
A group of passengers were at Howard Beach thinking they could take the A train into Manhattan. They were unaware of the fact that the A train was out of service.
I advised them to travel via AirTrain back to Federal Circle. Once there, they could transfer to a Jamaica train. From Jamaica, they could then take the Long Island Rail Road into Penn Station where they could catch the A or E to Chambers St.
"Thank You"
Comments:
A traveller was confused because he had never previously ridden the AirTrain.
I assisted him by answering all of his questions as well as by helping him get through the faregate.
"Keep on smiling. I love your service. Stay sweet. You are doing an excellent job."
Name:
A. Carter, K. Allison
Comments:
A party of four was trying to exit through Howard Beach. They thought they could use a $50 bill to purchase $7.25 tickets to exit the system and take the subway.
I took them to the Metro news stand so they could purchase a 10-trip card since they were returning in a week. I then helped them purchase their subway cards.
He extended his hand and thanked me.
Name:
A. Carter, K. Allison
Comments:
A passenger exited the system at Howard Beach only to quickly return realizing he had forgotten his bag. I let him back in the faregate and together we went to look for his bag.
I noticed someone standing over a bag, looking at it. The man was about to pick up the bag. However, I asked the passenger if the bag was his and he said yes. I then told the man to leave the bag alone as it was not his. The man then boarded a train.
"Thank you, he almost had my bag!"
Comments:
A passenger came to JFK but was intending to go to La Guardia.
I advised him to take a taxi from Terminal 4 since he was carrying heavy luggage.
"Thank you!"
Comments:
A passenger was trying to purchase a $5 metrocard to exit the system. He only had large bills and would not receive proper change from the machines.
I allowed him to go to the food court to change his money.
He then came back and purchased his metrocard to exit the system.
"Thank you"
Name:
S. Andre/P. Everett
Comments:
A passenger needed to get to Terminal 3 from Terminal 8, but there were no terminal trains.
I advised her to take the next train to Federal Circle and then take the next train on the 3rd level back to Terminal 3.
"Thanks for all your help!"
Name:
S. Andre/P. Everett
Comments:
A Spanish-speaking passenger was lost. He was trying to get to Jamaica, but was stuck on the shuttle train.
I used my Spanish-speaking skills to explain to the passenger how to get to Jamaica.
"Muchas gracias nina!"
Comments:
Passengers were on an All Terminals train trying to get to long-term parking lot B.
I advised them to disembark the train and take the train on Track 1 to Lefferts Blvd.
"Thank you!"
Name:
S. Andre/P. Everett
Comments:
A passenger purchased a 10-trip metrocard thinking that it was valid for the AirTrain as well as the subway.
I explained to her that the card was only valid for the AirTrain. I offered the passenger an envelope if she wanted to return the card for a refund.
"Thank you very much for explaining that to me."
Comments:
A passenger left their iPhone on Train 122/210. The passenger was panicked and frustrated. I approached and calmed him down.
I reached out to all of the agents and asked them to look out for this particular train. The train and phone were located at Terminal 5.
The passenger came back to Federal Circle to express his gratitude. "Thank you, thank you! I truly appreciate all you've done!"
Comments:
A passenger was struggling on the escalator with three large pieces of luggage. They were visibly frustrated.
I helped him to the elevator at the end of the platform. I told him this would be much easier and he would not miss any trains.
"Thank you, I didn't realize that."
Comments:
I assisted a passenger through the faregate.
I slid her metrocard for her while she carried her things through the gate.
"I am impressed, what excellent service!"
Name:
S. Andre/P. Everett
Comments:
A passenger was trying to get to Jamaica, but became lost while riding the inner loop train.
I explained how the system works and made sure she boarded the correct train.
"Thank you so much!"
Name:
S. Andre/P. Everett
Comments:
A passenger purchased a 10-trip card for 10 people and the last 6 could not exit.
I explained to her how the card worked. She then purchased another card to avoid waiting.
"Thank you!'
Name:
S. Andre/P. Everett
Comments:
A passenger did not know how to operate the TVM.
I explained to the customer how to use the machine.
"Thank you!"
Name:
S. Andre/P. Everett
Comments:
A passenger lost his bag on the AirTrain.
I explained to him that I would help him find his bag. I informed the operations centre of the lost bag and they then asked all AirTrain units to look for the bag. The bag was found in 10 minutes by an agent.
"Thank you"
Name:
S. Andre/P. Everett
Comments:
A passenger mistakenly purchased a 30day metrocard for the AirTrain but was intending to purchase one for the subway.
I explained to him what the difference is and that he could mail the card in for a refund.
"Thank you"
Name:
S. Andre/P. Everett
Comments:
Passengers did not understand the system.
I walked the passengers over to the kiosk and helped them find the directions in their own language.
"Gracias!"
Name:
S. Andre/P. Everett
Comments:
Passengers arrived early at Terminal 7 and did not know what to do with their extra time.
I advised them to go to Terminal 4 since Terminal 7 does not open until 4am.
"That's a great help, it kills time"
Name:
S. Andre/P. Everett
Comments:
A passenger did not know how to go about getting a refund for her AirTrain monthly card.
I told her that she should always print a receipt a proof of her purchase. I also told her to mail the card in to the MTA.
"No one ever told me that. Thanks!"
Name:
S. Andre/P. Everett
Comments:
Passengers were having trouble finding their connecting flight on Alaska Airlines. I told her that Alaska Airlines operates out of EWR and LGA. I also added that American Airlines has a co-share flight with Alaska at Terminal 8.
"Thank you!"
Comments:
A passenger did not understand why they had to pay to exit the system.
I explained that the AirTrain is not a free service and that every customer must pay for the services provided by AirTrain.
The customer left upset about having to pay.
Comments:
A group of passengers were attempting to reach Leffert's Blvd, but they were on the All Terminals train.
I advised them to take the next train to Terminal 4 so that they could transfer to a Howard Beach train.
"Thank you, sir"
Comments:
A group of passengers wanted to travel to their hotel in NJ by shuttle bus. Passengers were currently at Federal Circle and didn't know where to catch the shuttle bus.
I advised the passengers that there is no shuttle bus service to New Jersey at this time. I advised the passengers to take the next train to Jamaica, then transfer to either the E or LIRR to Penn Station. From there, I advised them that they could take the NJ Transit trains to get to where they needed to go.
"Thank you sir"
Comments:
A passenger purchased the wrong travel card for his family of 8. I explained to the passenger that he had purchased the wrong card, but that he could still use the card for his family.
I then explained to him how he could be utilize the card and what his options were.
"Thank you for your assistance. You made things so clear. Now I'll know what to do next time."
Comments:
A traveller forgot where he parked his car. I first advised him to check the Leffert's Blvd station. I advised him, if the area does not look familiar, to then check Howard Beach station. If he still needed assistance, I told him to check with a parking lot employee for further assistance.
"Thank you for the help"
Name:
V. Myrthil, A. Carter
Comments:
A passenger arrived at Howard Beach to catch the A train. However, she discovered the A train was not in service. Unfortunately, she had already paid to exit the AirTrain system as well to enter the subway.
I took her to the subway clerk so she could get a voucher to enter the E subway at Jamaica. I let her back into the AirTrain system and explained to her how to get to Jamaica so she could then catch the subway and exit for free.
"Thank you!"
Comments:
A traveller was at T5/6 waiting for a hotel shuttle to pick him up.
I instructed the passenger to follow me. As we walked I explained that hotel shuttle pickups arrive and depart from Federal Circle. I advised the passenger to board the next train on track #1 to Federal Circle.
"Thank you sir"
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
A passenger had just come off of a long flight and was very tired. She was trying to get through the faregate with two large bags. The first bag made it through, however her and the second bag got caught in the arms of the gate. She began to cry.
I spoke calmly to the passenger and asked her to follow me. She was afraid her bags would be taken before she could get through to the other side of the gate. I tried to console her while we walked. I reassured her everything would be ok.
"Thank you, you're a nice lady!"
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
A traveller misplaced her black laptop bag. Initially, she thought she left her bag aboard a Jamaica train.
I made a call to Jamaica station asking the agent to check the next two arriving trains for the bag. However the bag was not found on the Jamaica trains. I then made an announcement over the radio asking all agents to check for a black laptop bag. The Howard Beach agent had the bag. I sent the passenger over to Howard Beach to retrieve their bag.
"Thank you for not giving up and for helping me out!"
Comments:
I was able to save a group of passengers a lot of money by explaining to them the best ticket option for their group.
"Thank you for taking the time to assist our large group and saving us a lot of money. I wish we were given this information earlier when we were leaving."
Comments:
They were being delayed at Jamaica station due to a switch problem. They were concerned that they would miss their flight. They had to let three trains pass because of the crowds.
I gave him options on what he could do in order to make his flight.
"Thank you for the information and keeping us up to date on what was happening."
Comments:
A special needs passenger could not understand why his disability card wasn't working on the AirTrain.
I communicated to the passenger that he had to purchase a new $5 metrocard for the AirTrain. I also showed him where he needed to go on the AirTrain brochure.
He signed "Thank you!"
Comments:
A train was stuck at the platform. The platform and train were both full of passengers. I was coming back from my trip and I was not in uniform, however I decided to help the disgruntled passengers.
I proceeded to walk up to the crowd and asked all the passengers to step away from the train doors. Once the door was clear, I started pushing the doors closed. I told the passengers to wait and see if this worked. After 30 seconds, the train moved.
All the passengers were happy and began clapping. They were calling me a hero. This shows that even outside a uniform we can still put a smile on a passengers face.
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
A passenger did not know what to do. He was clearly lost and confused.
I asked the man what I could do to help. He said he was from Brussels and this was his first trip to NYC. He said he was trying to get to Water Place. I looked up the exact address on the visitors info kiosk, then I took out a bus map and walked him over to the train map. I explained to him how to buy tickets and what trains and buses to take.
"Thank you!"
Comments:
There were only ATM machines in the Terminal areas. However, the passenger wanted to use a bank ATM machine.
I told her to proceed to Jamaica station where she could find a bank ATM machine. I also told her about the other banks located at Jamaica station.
"Thank you."
Comments:
A passenger was driving around the airport trying to find a way to get to Terminal 7.
I instructed him to drive around the Terminal 5/6 parking area and take the right lane to terminal 7.
"Thank you sir"
Comments:
She needed to travel to west 60th st in Manhattan. She wanted to travel by subway, but was concerned about her safety.
I told her that the subway was safe. I also told her she could travel by taxi.
"Thank you sir." She proceeded to the E train.
Comments:
A passenger was trying to take the B15 bus to Brooklyn, but did not know where to catch the bus.
I advised the passenger to board the next Howard Beach bound train to Lefferts Blvd in order to catch the B15 bus.
"Thank you, sir."
Comments:
A passenger left his pillow on board a train. While I was on duty in the CTA, I noticed the pillow on board train 208/203. I then notified the Operations center.
I picked up the pillow and realized that someone would probably come looking for it. I took the pillow to terminal 5 and tagged it. A passenger then came to Terminal 5 looking for his pillow. He was very happy that I had recovered his pillow.
"Thank you, I didn't think I would find it. Thanks again. Good day."
Comments:
A passenger came looking for her bag. I requested a brief hold of the train at Jamaica so I could search. I then contacted Operations to let them know that two non-English speakers left their bag on a shuttle bus.
The bag was found and in the hands of a bus dispatcher. I requested CSS 166 meet with the passengers due to the language barrier. The passengers received their bags upon arrival at Federal Circle.
They said, "Thank you so much for helping us. All our documents were in that bag. Thank you again. God bless you!!"
Comments:
I found a cell phone and a credit card on the floor at Jamaica station.
Approximately 30 minutes later, a passenger came running through Jamaica station looking for her cell phone not realizing she also dropped her credit card.
She approached me and asked if I had seen a phone. I presented the phone as well as the credit card to her.
She gave me a big hug and said, "Thank you! You don't know how you just saved me. All of my work is in this phone and I didn't even know I dropped my bank card. Thanks again!!"
Name:
V. Myrthil, A. Carter
Comments:
A passenger had been stuck in the airport due to the hurricane. He arrived at Jamaica station on his way home and requested to be let out without paying the $5.00 fare.
I told him that is not out policy. He became more upset. Eventually, I used the last trip on a 10-trip card to let him out.
He thanked me and apologized for being upset.
Name:
V. Myrthil, A. Carter
Comments:
Her daughter left her bag containing an iPod and other electronics on a Jamaica train.
I contacted an agent stationed at Federal Circle to check the incoming train. Fortunately the bag was recovered. I then sent the woman and her daughter to collect their bag.
In tears, the daughter hugged me and said, "Thank You!"
Comments:
A traveller was trying to get to Willets Point. However, he did not understand the subway maps.
I advised the passenger to take the E train to Jackson heights and then switch to the 7 train out to Mets-Willets Point.
"Thank you, this is my first time in NYC."
Name:
S. Andre/P. Everett
Comments:
The innerloop train was not at full service; it was not stopping at 1TI and 2TI.
I advised the passenger that they could take the innerloop to Federal Circle and transfer or simply walk across the parking lot to T1.
"Thank you!" He decided to walk because he was in a hurry.
Name:
S. Andre/P. Everett
Comments:
Passengers were trying to go to Jamaica, but ended up in Howard Beach.
I made the passengers aware of the directional signs about the platform doors. I showed them how to differentiate between trains.
"Thank You!"
Name:
S. Andre/P. Everett
Comments:
Passengers didn't know about the shutdown. I informed them that it was due to Delta construction at Terminal 4 and that they could catch one of the free shuttle buses to their destination.
"I am glad you are here to let me know what I had to do."
Comments:
Passengers were unaware of the fact that children 4 and up had to pay to ride the AirTrain.
I handed her a brochure and showed her where it states the metrocard fees.
"I would have never known."
Name:
S. Andre/P. Everett
Comments:
A family was trying to find the JetBlue arrivals to pick up their family member flying in from the Dominican Republic.
I advised them that international flights with JetBlue arrive at Terminal 4 in order to clear customs.
"Muchas Gracias!"
Comments:
A traveller did not understand why there was a $5 fee for entering and exiting the AirTrain System at Jamaica and Howard Beach.
I reminded her of the ease and convenience offered by the AirTrain system as a way of travelling into Manhattan. I then added that if she was to take a taxi from JFK to Manhattan it would cost her much more money.
She agreed that I was right about the economical benefit and wished me a nice day.
Comments:
A passenger realized at Terminal 8 that she forgot her suitcase at Terminal 7.
I contacted the agent covering Terminal 5 and asked her to board the outer loop train to Terminal 7 to look for the suitcase. Fortunately, the suitcase was still there. I then advised the passenger to take the train back to Terminal 5 to retrieve suitcase.
She thanked me for helping her retrieve her suitcase. She also complimented the fast communication of the AirTrain agents at JFK!
Comments:
An airport worker in a wheelchair was trying to figure out the best way to get in and out of the airport.
I advised him to utilize the shuttle buses. I also explained to him the times and locations of the buses.
He thanked me for the information and said, "the shuttle bus service might not be so bad after all."
Comments:
A traveller lost her purse containing her passport, credit cards and cash. She informed me that she was on a Jamaica-bound train.
I sent a transmission to all ATUs to search all trains for a black leather purse. I checked all trains along with the passenger. I suggested she file a police report so it would be easier for her to go to the consulate and obtain a new passport. I also gave her a lost and found brochure.
She appreciated my advice and thanked me for my help.
Comments:
A traveller missed her flight and had been travelling between Terminals 4,5 & 8. She had been given bad information from airport employees.
I apologized for the fact that she had missed her flight and had been given bad information. I suggested that she wait in Terminal 4 to catch the next flight to her destination. I also showed her to to read the maps so she would know where the airlines were located.
"Thank you for caring!"
Comments:
Travellers ended up at Jamaica instead of their intended destination of Howard Beach. They had been waiting for quite some time for a shuttle bus to Federal Circle.
I empathized with the fact that they were fatigued and offered them a faster, more comfortable way of getting to Bay Ridge, Brooklyn. I showed them a map and advised them to take the LIRR.
"Thank you so much!"
Comments:
A passenger was given misinformation in regards to which terminal the Santo Domingo arrivals would be coming. He was told to proceed to Terminal 5.
However, I instructed to him to proceed to Terminal 4.
"Thank you."
Comments:
A passenger came to me and said her flight was leaving in 25 minutes. She was in a hurry.
I advised her on the quickest way to get to her terminal.
"Thanks!"
Name:
E. Pierre, W. Childs
Comments:
A passenger was riding around in circles on the all terminals train for 20 minutes. She was trying to get to Howard Beach.
I started off by apologizing as she was given bad directions by another airport employee. I then explained how to differentiate between the trains as well as how to read the monitors. Unfortunately she still did not understand.
I was covering Terminals 1&8 so I went ahead and took her to Terminal 8. I then directed her onto the Howard Beach train.
"Thank you so much for all your help!". She also apologized for having previously yelled at me.
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
She left her bag on a Howard Beach train en route to Lefferts Blvd.
I advised the ATAs at the next station to check the arriving train for a black bag.
The bag was retrieved. I advised the passenger to take the next train to go claim her bag.
"Thank you so much for helping me find my bag!"
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
She did not know how to get to her hotel in Manhattan.
She gave me the address and with that I was able to give her better directions.
"Thank you for helping me find my hotel"
Comments:
A family was on their way to a funeral and needed directions. I gave them directions and a map.
"You are such an angel, thank you for helping my family."
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
A traveller had a layover and wanted to make a quick trip to Bayside. She was intending to visit her great uncle at a nursing home; he was unable to attend the grandmother's funeral.
She gave me the address to the nursing home and I gave her directions and a bus map. I also advised her on the best location to catch the bus.
As she hugged me she said, "Thank you, my uncle and the other patients will be happy to see me! I can play music for them!"
Name:
S. Andre/P. Everett
Comments:
Passengers did not understand the information on the information kiosk.
Using the kiosk, I showed them where their airline was located.
"I don't know what I would've done without you!"
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
Travellers were confused as to how to get to Long Term Parking. They boarded the wrong train which took them to Jamaica.
Using an AirTrain map, I explained to them the proper way to get to Long Term Parking.
"Thanks, I'm glad I asked you or else I would have boarded the wrong train again and still be riding around in circles."
Comments:
A traveller wanted to travel to 42nd street in Manhattan, however he did not know how to get there from Terminal 4.
I advised him to take the next Jamaica-bound train. Once there at Jamaica, he could take the E train to 42nd st Manhattan.
"Thank You!"
Comments:
Passengers arrived at Federal Circle en route to building 14. I told them to proceed to the ground level and exit out the rear of the station. There they would be able to catch a shuttle bus to building 14.
Comments:
Travellers wanted to travel to Jamaica, but the AirTrain was not operating.I advised the travellers to take a shuttle bus to Federal Circle and then board the Jamaica-bound train to Jamaica Station.
"Thank you."
Comments:
A traveller's flight was cancelled and as a result he was given a voucher for the JFK Inn hotel. However, the traveller was not made aware of where to go to catch the bus.
I advised the traveller to board the next train to Federal Circle and then to proceed to the ground floor to catch the shuttle bus.
"Thank you, sir!"
Name:
V. Myrthil, A. Carter
Comments:
Travellers almost purchased the wrong type of LIRR tickets. I took the time to explain to them all of their options as well as assisted them when they were exiting the gate.
"Thank you, you're wonderful. You don't hear that often do you? You should. You should be doing a commercial for the company.
Comments:
Travellers were new to the NYC area and did not know what cards to purchase.
I gave them an overview of the system as well as helped them purchase their tickets. I also explained how to get around NYC.
"I love this VIP service. It can't get any better than this!"
Comments:
Travellers were upset about the delays due to a fire on one of the trains. I allowed them to enter and exit the system as well as kept them informed of the the status of the situation.
Thank you for making us laugh and keeping us aware of what was going on.
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
A group of travellers did not know how to purchase tickets. They were visibly frustrated.
I listened to and answered every question they had.
"Thank you, we could not have done it without you! Would you like to come to Manhattan with us?"
Name:
V. Myrthil, A. Carter
Comments:
A Japanese woman was trying to get to the hotels from HB. She spoke very little English and was clearly confused.
I walked with her to the platform and put her on the correct train.
I called my coworker at FC and asked him to meet the train at FCI. I wanted him to make sure the woman boarded a Jamaica bound train since the hotels there are cheaper.
My co-worker met with her and helped her to her destination.
The woman thoroughly expressed her gratitude.
Name:
V. Myrthil, A. Carter
Comments:
A co-worker suggested she buy a 10-trip card. After the purchase, the passenger realized she did not need 10-trips. After observing this exchange, I stepped in.
I listened to both sides of the situation. I explained to her that since the card was already purchased, I could not do much for her. However, I managed to get half of her money back for her.
"Thank you, I just wanted your co-worker to understand I did not need 10 trips on the AirTrain."
Comments:
A non-English speaking passenger did not know his way around. I showed him the information display and tried to communicate directions to him. I believe he understood me.
He smiled and bowed.
Name:
S. Andre/P. Everett
Comments:
Travellers did not understand how the system worked. They were at Federal Circle and were confused by the announcements.
I explained the passenger how the system works including the color coding system.
"Thank you! Now I will try to read before jumping on any train."
Name:
S. Andre/P. Everett
Comments:
A traveller only had a $20 bill and did not know how to purchase a ticket to exit the system.
I showed the passenger how to use the TVM and how to use to purchase multiple tickets in one transaction.
"Thank you for being here to assist."
Comments:
I assisted a family with locating their bags and buying tickets. I also assisted by giving them directions.
"This is wonderful VIP service! I am liking NYC already!"
Comments:
A woman claimed she was not informed that she had to pay $5 to ride the AirTrain.
I showed her the brochure and explained to her alternative ways to travel to the airport.
The customer left upset saying that this was not right.
Comments:
A handicapped man did not have enough money to exit the system. We had to communicate using a pen and paper. He explained that he had spent $5 to enter the system. He spent another few dollars while waiting for his party to arrive(they never arrived) and was only left with a $1.
I let him exit the system.
"Thank You!"
Comments:
A young man had arrived from Phoenix and was unfamiliar with the NYC subway system. He had no money to exit the system or to buy an MTA metrocard. He was on his way to a shelter.
I reached out to an MTA clerk and explained the situation. She extended a courtesy to the young man.
He became emotional and gave me a big hug!
Comments:
Passengers travelling from Africa did not know where to find lodging for the night in order to see a bit of the city, before leaving for Florida the next day.
I assisted the travellers in finding a place to stay as well as a way to travel to Florida. I ended up helping them get Amtrak passes.
"You are an amazing woman. God has placed you here for us, otherwise we would have missed our stay at the resort for our 20 year anniversary."
Comments:
A couple had a 6:20am flight. They had no travel money on them. They used their last bit of expendable money to pay for this trip.
I did not want them to miss their flight. They had not travelled in almost 20 years. I used my metrocard to swipe both of them into the system.
"Thank you for having a heart. God bless you!"
Comments:
A passenger had a flight scheduled to leave from T4. However, he was instructed to first proceed to baggage claim to collect his belongings. The passenger, being unfamiliar with the airport, needed assistance.
I advised him to take the next train to T2/3 in order to collect his bags and then to proceed to T4.
"Thank You!"
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
A passenger dropped his sunglasses on the tracks when exiting the train at T7.
I asked the passenger where he exactly he dropped the glasses. He added that they had sentimental value as he had received them as a gift.
I got a clearance to access and retrieved the sun glasses.
"Thank you so much!"
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
A group of travellers at Lefferts Blvd had lost their car keys. I was dispatched by operations to assist in their search efforts.
The passengers were visibly upset and unhappy. I was very understanding and helped defuse the situation. I provided them with helpful lost and found information.
"Thank You"
Name:
V. Myrthil, A. Carter
Comments:
A traveller did not know how to get to her hotel in Manhattan. I asked if she had an address so I could assist her. I showed her on the map how to get to her hotel.
"Thank you for helping me!"
Name:
V. Myrthil, A. Carter
Comments:
A passenger left their briefcase on the Howard Beach Train.
I sent out a transmission advising all agents to check all Howard Beach trains for a black briefcase. An AirTrain unit covering T8 responded and said he was in possession of the briefcase. I sent the passenger to T8.
"Thank you so much for helping me find my briefcase!"
Comments:
A passenger's flight was cancelled. She was given a voucher for the JFK International Hotel. However, the passenger did not know where to catch the shuttle bus.
I advised her to first proceed to the 1st floor where she could call the hotel and then exit to the left of the station where she could wait for the shuttle.
"Thank you sir!"
Comments:
A group of travellers was trying to get to the west side of Manhattan. However they were waiting at Federal Circle thinking they could catch a yellow cab there.
I instructed the travellers to take the train to T4 to catch a yellow cab. I also added that, as a cheaper alternative, they could take the train to Jamaica and transfer to the E train to the west side.
"Thank you sir!" ...they proceeded to Jamaica to take the E train.
Comments:
A non-English speaking traveller was trying to get to Brooklyn. He needed to board the B15 bus, but did not know how to get to the appropriate bus stop.
I asked the workers at Capital Cleaners to translate my directions for the passenger. I told him to have the traveller board the next innerloop train to T4. Once there he can take the B15 bus.
"Thank you!"
Name:
V. Myrthil, A. Carter, K. Allison
Comments:
A passenger left their bag on a train at Federal Circle. He was panicking because his bag contained his IDs. I assured him that everything would be ok. I contacted the other agents and made them aware of the missing bag.
The passenger's bag was located at the T4 platform. He was very happy and very pleased with the search and recover process we have in place.
Comments:
All the trains were using only one track from T1 to T7. A passenger was confused and did not know what train to board. I explained to her why all the trains were on one track and which train she should board.
She was very thankful for my help, but stated that the signs should be more people friendly.
Name:
S. Andre/P. Everett
Comments:
I received a call about a passenger who had lost their luggage. I encountered the passenger and asked her a few questions so that I could get an accurate timeline of events. I then suggested she check the shuttle bus on which she had travelled earlier. Sure enough, she found her bag on the shuttle bus.
"Thank you so much!"
Comments:
I assisted a group of female senior citizens in buying their tickets and travelling around the system.
"Glad that you are here to help us. What a wonderful job!"
Comments:
Due to delays at Terminal 5, all trains were proceeding on one single track. I advised the confused passengers on how the system works.
They were very thankful for my explanation.
Name:
S. Andre/P. Everett
Comments:
Passengers did not understand how to use the TVM. I showed them how to use the machines as well as instructed them on how to travel via subway.
"Thank you for being here to help. I truly appreciate the time and patience you have."
Comments:
A passenger forgot his backpack on a Howard Beach train. I contacted all AirTrain units and asked them to search all trains for the backpack. We did not find the bag, so I instructed him to contact lost and found as well as let him out for free
Comments:
A passenger was upset because she kept getting lost in the AirTrain system. I apologized for the inconvenience and explained to her how the system works. I took the extra step of contacting the Operations centre to get the ETA of the Jamaica bound train. I made sure she boarded the correct train.
She thanked me for explaining the system and for being so helpful.
Comments:
A traveller was upset because her flight got delayed which resulted in her missing her connecting flight to Australia. The next flight would not be leaving until the following morning.
I advised her that she could take the AirTrain to Jamaica and catch the LIRR into Manhattan to check out the city while she waited.
She was very excited about being able to tour NYC.
Comments:
A passenger missed the last LIRR train to Atlantic Terminal Brooklyn. I advised her to take a taxi as it was very late at night.
"Thank You"
Comments:
A passenger did not know how to get to Terminal 4. I walked her to the platform and waited with her. While we waited, I explained to her how the system works and how many stops she would pass until she reached Terminal 4.
The train came and she said, "Thank you, God bless you!"
Comments:
A group of 4 purchased a ten-trip card thinking it would work for the AirTrain and Subway. I then spotted a group of 6 and asked if they would be returning. They stated yes, so I gave them the other family's card and they paid money to the other family in return. The group of 4 was able to purchase the appropriate tickets.
"Thank you, you are a quick thinker!"
Comments:
A traveler was upset because she left her travel documents on-board a subway car. I immediately sought the necessary help to track down her documents.
Her documents were located and brought back to her.
"Mrs, you are very kind. You made me feel comfortable. God bless you!"
Comments:
A traveller needed to buy a card to pass through the faregate, but only had Euros. He needed to go exchange his money at the terminals. I allowed him to pass through. As agreed, the passenger returned and paid his fare as well as offered me a tip. I declined the tip and continued to assist him in purchasing his train tickets for the LIRR.
The passenger was very pleased with the outstanding service!
Comments:
A traveller was trying to go to Flushing, but did not know how to get there. I wrote down directions for her and set her off in the right direction.
The traveller was very appreciative!
Comments:
A passenger was frustrated because her flight was cancelled and all the hotels were full.
I helped her by finding alternative hotels in the area.
"Thank you so much!"
Comments:
A passenger dropped their car keys on the AirTrain tracks. I retrieved the keys for the passenger.
"Thanks!"
Comments:
A non-English speaking traveller missed her connecting flight. I used visual aides and gestures to help explain to her the next steps to take.
She smiled and expressed her gratitude.
Comments:
A traveller left their laptop bag on one of the trains. I advised the other agents to search all trains for the laptop bag.
The bag was located within five minutes.
The customer left very happy.
Name:
S. Andre/P. Everett
Comments:
A traveller purchased a monthly AirTrain card thinking it would work on the subway.
I explained to the customer that he would have to send the card to the MTA to receive a refund.
"Thank you"
Name:
S. Andre/P. Everett
Comments:
A passenger purchased a 10-trip AirTrain card for 10 people. I explained to her how the card works including having to wait 18 minutes after four consecutive swipes.
"Thank you for explaining how the 10-trip card works!"
Name:
S. Andre/P. Everett
Comments:
A passenger lost her bag on one of the trains, but couldn't remember which train. I advised all ATAs to search the trains for her bag.
Her bag was eventually located.
"Thank you very much!"
Name:
S. Andre/P. Everett
Comments:
A traveller exited the system at the wrong station. I let her back in and instructed her on how to get to the LIRR. I told her to contact a Jamaica agent to confirm her arrival and exit of the system.
"Thank you so much!"
Name:
P. Everett/S. Andre
Comments:
I received a transmission from the operations center that a passenger had lost their bag on a train.
I advised my coworker that I would be going to search the next arriving train. Within five minutes, I located the bag on the train.
I advised operations to send the customer to my location so that they can reclaim their bag.
The customer was very pleased and happy with the quick and professional service.
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
A passenger's credit card did not work. He needed to use cash instead, but did not know how to insert his money.
I showed him how to insert his bills and how to select the correct options.
"Thank you, I work for Delta customer service and it feels good to have someone helping me with excellent service."
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
Travelers from Ireland did not know how to purchase round trip tickets on the LIRR; it was their first time in NYC.
I assisted them in purchasing their tickets and sent them on their way.
"Thank you, you have a good Irish name Ms. Kelley. This is a bit confusing and we could not have done it without you!"
Comments:
A passenger had no means to pay for his ride on the AirTrain. He had already received a courtesy pass and was not allowed a second one. The passenger became upset and requested to speak to my supervisor.
My supervisor explained the rules to him. He agreed and understood, although he was still a bit upset.
Comments:
A became lost and confused while riding the Howard Beach train. She missed her stop and Federal Circle.
I tried to catch her before she boarded the wrong train, but it was too late. I went upstairs and waited for her to return. I set her in the right direction and she was happy.
"Thank you so much!"
Comments:
A passenger arrived at Howard Beach, but needed to take the LIRR from Jamaica. The passenger, was confused and did not know how to get to Jamaica.
I advised the passenger to take a Howard Beach train to Federal Circle, then transfer, upstairs, to a Jamaica-bound train.
"Thank you so much!"
Comments:
Two travelers were in a hurry and had been given misinformation in regards to the location of Delta Airlines. They were sent to Terminal 5.
I advised them to take the inner loop to Terminal 3.
"Thank You!"
Comments:
Passengers were travelling to NYC for the first time and needed assistance in understanding the city.
I gave them a subway map and explained how to travel about the city. I then assisted them in purchasing metrocards for the AirTrain and the subway.
They thanked me for my help and commented,"Mrs. Davis you are a doll! Have a pleasant day!"
Comments:
A passenger did not know how to use the TVM. I explained to them how to use the TVM as well as the best purchasing option for their two week stay.
The passeneger thanked me and added, "You speak good Spanish. Anytime you come to Puerto Rico I would love to show you around for being so helpful to me and my husband!"
Name:
P. Everett/S. Andre/LT Johnson
Comments:
The innerloop track was closed and a passenger needed to get to Terminal 4 to catch a bus.
I advised the traveler to head to Lefferts blvd and catch the bus from there.
The passenger left happy and saying, "Thank you very, very much!"
Name:
P. Everett/S. Andre/LT Johnson
Comments:
A passenger commented that the trains were not giving the proper announcements.
I stepped aboard the train to verify the information. I then contacted operations and reset the passenger information unit after receiving permission.
The passengers were very thankful.
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
A traveler did not know how to get to her hotel in Manhattan. I asked her if she had an address so that I could assist her. She gave me the address and I showed her, using a subway map, how to get to her destination.
"Thank you for helping me find my hotel!"
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
A passenger left their briefcase on a Howard Beach train. I sent out a transmission advising all agents to search all Howard Beach trains for a black briefcase.
The briefcase was recovered at Terminal 8 by an AirTrain agent. I directed the passenger to Terminal 8 to collect his briefcase.
The passenger left saying, "Thank you so much!"
Comments:
A traveler inserted a $50 bill into the TVM. They did not read the part of the screen that stated the maximum change is $6. The passenger became very upset.
I informed them of their options in regards to obtaining a refund for the card.
The customer left saying that I had been very helpful.
Comments:
A passenger was upset about the trains being held up. I explained to the passenger that this was due to police activity on the train. I apologized for any inconvenience this caused the passenger.
He then thanked me and added, "I'm happy that you're here to let me know what's taking place so I don't get frustrated."
Comments:
A group of passengers could not understand why they kept going to Howard Beach when they needed to go to Jamaica.
I told the passenger to observe the signs before boarding the train.
The passengers then apologized for holding the train doors while trying to figure out which train was the Howard Beach train. They also promised to look before boarding the trains from now on.
Comments:
Some travelers were very happy that all the AirTrain employees were very happy with the help they had been receiving.
I personally helped them through the faregate by inserting their metrocard for them.
They were very, very thankful for the help and added,"We would have never gotten through if you guys were not here. Thank you!"
Comments:
A traveler dropped their wallet on the platform. I found the wallet and searched for the [assenger that dropped it.
I found the passenger, and she was VERY thankful! "My trip would have been ruined without my wallet.
Comments:
A customer needed help purchasing the most cost-efficient metrocards for their large party.
I explained the different types of cards and suggested what I thought would work best for their big group.
The customer said, "Thank you very much for being so kind and saving us a lot of money.
Name:
E. Pierre/W. Childs
Comments:
A passenger had just come off of an international flight at Terminal 1 and had a connecting flight at Terminal 4. She was frustrated because she felt like people had been giving her improper directions.
I apologized for the confusion and then escorted her from Terminal 1 to Terminal 4. The passenger was very pleased and said, "Thank you so much for your kindness. I know you didn't have to do that."
Name:
P. Everett/S. Andre
Comments:
A passenger lost his Wallet on the MTA side and was jumping the faregate to enter and exit the system. He became angry and started cursing at an AirTrain agent who tried to stop him.
I pulled the customer aside and, in a calm voice, told him that we are sorry about his wallet being lost and that we will do everything we can to try and find it.
The customer calmed down and added, "I apologize for my behavior."
Name:
P. Everett/S. Andre
Comments:
A passenger needed to catch his flight, but there was a reduction in process during which three consecutive trains had been taken out of service at Howard Beach.
I apologized to the passenger and directed his attention to the are of the brochure that explained the peak and off-peak hours.
The passenger said, "OK I hear you, but not everyone has time to read brochures, thanks anyway for the info!"
Name:
P. Everett/S. Andre
Comments:
A passenger commented that the TVM displayed a cash only warning. Unfortunately, he came with only a credit card in hand.
I explained to him that the TVMs work off of the Verizon network and that they are programmed to shut down every weekend anywhere from 30 minutes to an hour. I advised him to wait a bit and try again.
After my explanation, the passenger said, "I understand, thank you for explaining."
Name:
P. Everett/S. Andre
Comments:
A passenger boarded the wrong train in an attempt to travel to Howard Beach. I explained to him that he probably became confused due to the fact that there was maintenance work in progress which caused the trains to be rerouted.
I pointed him in the right direction and the passenger left saying, "Thank you sir for taking the time to explain everything."
Comments:
A passenger dropped his eyeglasses in the guideway and had a flight to catch in an hour.
I quickly contacted the operations center and made them aware of the situation. We were able to retrieve the glasses in 5 minutes.
The passenger was extremely thankful and added that AirTrain is very professional.
Comments:
A passenger lost his wallet on one of the trains. I assisted the passenger in searching for his wallet. Fifteen minutes later, we found his wallet on a Jamaica-bound train.
"Thank you so, so much!"
Comments:
A traveler missed her connecting flight to Boston. She needed to arrive in Boston by a certain time and wanted to know the fastest way to get there.
I advised he to take the Jamaica-bound train to Jamaica and then transfer to the LIRR headed toward Penn Station. Finally, I added that she could take an Amtrak train from Penn Station to Boston.
The customer left saying, "Thank you so much for all your helpful information!"
Comments:
A group of passengers' flight to Seattle had been cancelled. The passengers wanted to get to Newark in a hurry to catch the next flight from there to Seattle.
I advised the passengers to take the AirTrain to Jamaica, then take the LIRR to Penn Station and finally transfer to the NJ Transit system train that was heading toward the airport. I added that this is th e most cost efficient way.
The passengers left very happy and thankful!
Name:
P. Everett/S. Andre
Comments:
A passenger left his passport on the A train. He came to me for help, but struggled to explain the situation due to a language barrier.
I contacted the Howard Beach subway clerk to to inquire about the missing passport.
Fortunately, the passport had been turned in at Far Rockaway. I sent the passenger to retrieve his passport.
The passenger returned thanking me for saving his trip and for getting him to his flight on time.
Name:
P. Everett/S. Andre
Comments:
A passenger commented that there were three Howard Beach trains that had come through the station, but now Jamaica trains.
I explained to him that those three trains were being taken out of service and provided and ETA for the Jamaica train.
The traveler thanked me, but added that three trains should not be taken out of service at once.
Comments:
A traveler had arrived at Terminal 5. She needed to get to Brooklyn in a hurry, but was unsure what trains to take.
I advised her to take the Howard Beach train. However, the customer boarded the Jamaica train. I boarded behind her and escorted her off the train. I instructed her that this was not the correct train. I waited with her until the Howard Beach train arrived.
She thanked me for my help.
Comments:
A passenger's son left his backpack on a train. The passenger was able to recall the train number(112). I contacted operations to locate the position of train 112. I stayed with the passenger until we were able to retrieve the backpack.
"Thank you very much for your help, miss!"
Comments:
A husband and wife became lost and ended up travelling around in circles on the inner loop. I advised them to stay on the train until Terminal 8 and then to switch to the Jamaica train.
They thanked me for my help.
Name:
P. Everett/S. Andre
Comments:
A passenger did not know how to insert their card into the faregate resulting in the card becoming stuck in the receptor. I retrieved the card from the faregate and instructed the customer on the proper way to indert the card.
The customer thanked me for my assistance.
Name:
P. Everett/S. Andre
Comments:
A passenger needed help purchasing a ten-trip metrocard. I assisted the passenger in selecting the appropriate options.
"Thank you"
Name:
P. Everett/S. Andre
Comments:
A passenger lost their bag on the AirTrain which contained their passport.
I informed the Operations center of the missing bag. The Operations center put out an announcement and the missing bag was quickly recovered by an ATA at Federal Circle. I directed the passenger to FC to retrieve his bag.
The passenger was very thankful for my help.
Name:
P. Everett/S. Andre
Comments:
A passenger who spoke very little English needed help purchasing a metrocard for the AirTrain and Subway. He explained that he would be staying for a week and would be frequenting the subway system.
I advised the passenger to purchase a $5.00 metrocard to exit the AirTrain system. I then suggested he buy a weekly pass for the buses and subways.
The passenger left saying, "Thank You very much!"
Name:
P. Everett/S. Andre/LT Johnson
Comments:
A passenger was upset that the machines would not dispense change for a $20 bill. After asking passengers if they had change for his bill, I took down his information and allowed him to go through the faregate.
"Thank you so much!"
Name:
P. Everett/S. Andre/LT Johnson
Comments:
A traveler was worried that she wouldn't make it in time to catch her LIRR train. I instructed her to take the inner loop from Terminal 1 to Terminal 8 to avoid riding around the entire system.
She thanked me and went on her way.
Name:
P. Everett/S. Andre
Comments:
A passenger was seperated from his party. To complicate matters, there was a language barrier between me and the passenger.
I calmed the passenger down and requested Operations put out an announcement. His party had arrived at Jamaica station so I directed him there to continue his search.
He said, "Thank you, I'm sure I will find them there at Jamaica Station."
Comments:
A traveler had experienced double delays during her travel. Her subway was stopped by the NYPD and then she was delayed at Jamaica station because she did not have enough change to enter the station.
I apologized for the delays and instructed her on how the various metrocard options.
She thanked me and was on her way
Comments:
A passenger lost his wallet and cell phone during his travels and was left without any money.
I allowed him to use my personal phone to contact his bank so that he could put a stop on his cards. I then let him out of the faregate for free as well as advised him to locate a member of NYPD in order to be allowed onto the subway.
The traveler left thanking me and adding, "I love new yorkers!"
Comments:
A traveler needed to transfer money from one account to another in order to rent a car. However, the passenger could not locate an ATM at Federal Circle.
I advised the traveler to take the next Jamaica-bound train from Federal Circle to Jamaica station. I explained to the customer where an ATM machine was located at Jamaica as well as banks located in the area.
The traveler left saying, "Thank you, sir!"
Comments:
A passenger who spoke very little English became separated from his wife.
I drafted the assistance of another ATA who spoke Spanish and together we put out an announcement to find his wife.
The passenger's wife was located and we directed him to her location.
The passenger left very appreciative.
Name:
P. Everett/S. Andre
Comments:
A traveler was unsure as to how to arrive at Jamaica station.
I took the time to explain to the traveler how the entire system works so that the traveler would not only know how to get to Jamaica, but to any other destination in the AirTrain circuit. I then escorted the traveler to a Jamaica-bound train.
The passenger thanked me for my time and explanation.
Comments:
A passenger was trying to buy a $5 metrocard. He inserted his $20 bill and pressed 'yes' when asked if he wanted to purchase a $20 metrocard.
I then explained to him that we do not have access to the machines and thefore cannot provide him an immediate refund. However, I told him I would give him a refund envelope to mail in for his refund. He became upset and said he was going home and that he just wanted his money.
I got three passengers who were purchasing $5 metrocards to give the other passenger their $5 metrocard. In exchange, I asked him to use his metrocard to let them in.
Everyone was happy and they asked for my name. They left saying, "Thank you very much!"
Comments:
A passenger could not find anyone to change her $20 bill so she could purchase a $5 metrocard.
I advised her to purchase a metrocard at the Metro-News stand located on the LIRR platform.
The passenger left saying, "Thank you!"
Comments:
Some travelers needed to be at Penn Station to catch a train within an hour. Unfortunately, someone had given them the wrong information and they ended up at Federal Circle.
I advised them to take the next Jamaica-bound train straight to Jamaica Station in order to catch the LIRR to Penn Station.
They thanked me for my help.
Comments:
A passenger left her cell phone on a Jamaica train.
I instructed the ATA at Terminal 1 to look out for the missing phone. The agent found the phone and I sent the passenger to the agent.
The passenger thanked me and commented, "this is the best customer service I have ever seen!"
Comments:
A traveler noticed several unattended bags on the ground level at the station at which I was posted.
I thanked her for her vigilance and assured her that the proper authorities would be notified immediately.
She thanked me and added, "that puts me at ease."
Comments:
A passenger was upset because there were no options, aside from the 10-trip card, for a passenger that wanted to travel in and out of the system more than ten times.
I took the time to educate the passenger on the metrocards and added that unused trips on a card are good for a year thereafter.
The passenger was very appreciative.
Comments:
A Spanish-speaking passenger wanted to travel to New Jersey. I asked one of the workers at Capital Cleaners to translate the directions I was trying to give to the passenger.
The passenger was very happy and said, "Thank You!"
Comments:
A traveler was upset that she had to pay to enter and exit the AirTrain.
I explained to her the concept of the AirTrain and why it is necessary to pay to enter and exit.
She thanked me for my detailed explanation.
Name:
P. Everett/S. Andre
Comments:
A passenger was wondering if she would make it to her terminal since there was a system failure at Jamaica. I explained to the passenger what was happening and that our goal was to get passengers to their destinations safely.
We eventually arrived at the passengers destination and she thanked me for my helpful information.
Comments:
A passenger was confused because they did not understand how the AirTrain system worked nor did they understand how to pay for their rides.
I explained to them how the system works and how to purchase a metrocard so that they could enter the system and pick up their family member.
The passenger thanked me and added, "We were not used to paying when coming out of a system. Thank you again."
Comments:
Passenger had money left on his metrocard and wanted to change it over to an AirTrain metrocard. The customer complained that this process took the money off his card, but did not present him with a solution to his problem.
His card had a dent in it, so I used a 10-trip card to get the customer through the gate. The customer would have missed his flight otherwise.
The customer apologized for getting upset, but still claimed money was taken off of his card. He shook my hand and went on his way.
Comments:
A passenger sat at Terminal 8 for hours. She lost her book which contained her passport and other important documents.
I notified operations of the missing notebook. I then called the other ATAs and inquired about the notebook. The notebook was retrieved and being held at Federal Circle.
The passenger broke into tears and hugged me in gratitude. Obviously, she was very happy!
Comments:
A passenger was upset that she had to pay for the AirTrain. She insisted nobody told her she had to pay.
I explained to her that the AirTrain fee is listed in the brochure of which there is a copy on every platform.
The passenger admitted that she should have been paying more attention and purchased a card to exit the AirTrain.
Comments:
Passenger was upset about leaving their bag on the AirTrain. To make matters worse, they had a connecting flight in 40 minutes.
I advised all ATAs to be on the lookout for the passengers missing bag. Two minutes later we received word of the bag's position.
I directed the passenger to the proper terminal and they left extremely happy!
Name:
P. Everett/S. Andre
Comments:
A passenger was upset that the TVM did not dispense change for a $20.
I advised them to use the deli at street level to get change in order to buy a metrocard.
The passenger was happy that they were able to purchase a metrocard.
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
Passengers did not know how to purchase tickets and it frustrated them.
I took my time to listen to every question they asked and answered everything with a smile.
They thanked me and added, "We would have never received this kind of help in Italy. If we asked this many questions, they would have walked away from us. "
Name:
V. Myrthil/A. Carter/K. Allison
Comments:
Passenger travelling from London was frustrated by her treatment from the Q10 busdriver.
I empathized with her and explained to her how to get to her destination.
She thanked me and was very, very happy!
Name:
E. Pierre, S. Richardson, W. Childs
Comments:
A family visiting NYC for the first time from France wanted to take the subway into the city. They spoke little English and did not know how to proceed.
I slowly explained to them the different metrocards and train systems. I assisted them in purchasing AirTrain cards and metrocards.
They were very grateful for my help and added, "this is the best welcome we could have to NYC"
Comments:
A passenger needed internet access to very quickly research her destination. I asked an airport employee to use their android device to help her.
The customer was able to research her destination and make dinner reservations for her and her newlywed husband.
She was very grateful for our help.
Name:
E. Pierre, S. Richardson, W. Childs
Comments:
I noticed two passengers had been sitting outside of the faregate for a while. They appeared to be counting dollars and looking for coins.
I asked if everything was ok. They explained that their credit card was not working. They had gathered $9 so I told one of them to get a card and go through the gate to the ATM. Their credit card still was not working. I personally took out $5 and paid for the other passenger to pass through.
The passengers were so happy that they offered me the rest of the money they had gathered. I declined and stated that it was my pleasure. They then asked for a comment card.
Comments:
A family had missed their Albany-bound flight en route to a funeral.
I helped the passenger figure out the best way to get to Albany on time.
The passengers thanked me for my "professional service" and added they would, "recommend JFK AirTrain to everyone they know."
Name:
P. Everett/S. Andre
Comments:
A passenger was upset because she had to pay for her 7 yr old daughter to ride. She said she did not know she had to pay until now.
I apologized to her and directed her attention to one of our brochures. I showed her the information regarding her complaint.
She apologized for getting upset as she did not read the brochure.
Comments:
A passenger had gone around the system twice, but never encountered her terminal.
I explained to her how the system works and assisted her in boarding the correct train.
She said she was glad to have finally met an agent who could help her.
Comments:
Passengers were sent to Federal Circle for a hotel shuttle to the Double Tree. However, the passengers realized they had made reservations at the Double Tree in Manhattan.
I advised the customers to take a cab citing the fact that they were carrying a lot of luggage.
The passenger thanked me for my help.
Name:
E. Pierre/W. Childs
Comments:
A husband and wife had just come off of an international flight at Terminal 4. They wanted to take the express bus to the city, but they were directed to the wrong place to catch the bus.
I apologized for the confusion and directed them to the proper waiting area for the bus. They then returned and commented that the wait was too long. I advised them to take the LIRR at Jamaica station.
The customer thanked me and commented,"You have been one of the most helpful people we have met throughout our trip!"
Name:
E. Pierre/W. Childs
Comments:
A passenger and her family had exited the train, however her daughter had left her bag on the train. I contacted operations to put out a PA at Jamaica station. I then asked agent manning to check the arriving train for the bag. The bag was retrieved by agent Manning. I directed the passengers to the terminal including return directions so they could be on their way.
The passenger was so grateful she offered me a tip. However, I declined the tip and told her I was just doing my job.
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