Comments:
A traveler was upset, but in this case it was a baby. I saw a car with a flat tire in the parking lot, and when I went over to see if I could help I saw a mother, father and small baby. The mother was very concerned for the baby, since the baby was crying very hard. I was pro active about the flat tire. I called a supervisor to come help fix it. Then I went for water back at the office and returned with water for the baby. The baby stopped crying and the mother stopped worrying. The father was happy when he got his tire changed and the family was on its way.
Comments:
I had a customer commend me, and even write to the office, about the way I have been resilient and have managed pressures not once, or twice, but many times. The man from Air France said he observed me going out of my way on many occasions to calm upset customers and give them great service. I wouldn't have said anything about this, this is just the way I am,I focus on my customers. But it is nice to see that a patron who uses the airport every day noticed, and even nicer that he took the time to write about my technique to the office.
Comments:
A lady called the office and said she was charged twice on her credit card. I told her I would help her and I needed her to fax me or email me her credit card statement. And I asked her to make sure to write down her phone number so I could call her after I did the research. I did the research with her license plate number and found it was true that she was charged twice. I handed the information to the Customer Service to get a refund going for the customer. Then I called her and told she was right and I apologized for the incident and said she would receive a refund check in 5 business days. The customer told me thank you so much and I said thank you for using JFK.
Comments:
A patron missed his flight back to JFK and was placed on a flight that made him arrive 6 hours late. On reaching the long term lot he had left his wallet at home in New Jersey. He now had no money to pay for his parking. I was proactive and called control and asked for permission for a Balance Due. My request was approved by the "74." The patron said thank you so much, sir, may the lord bless you and keep you.
Comments:
A man couldn't find his parking ticket. He was cursing and looking for the ticket. He asked "how much do I have to pay?" I told him $30 and he became very upset. I stayed calm and I gave him the possibility where his ticket might be. Like in the glove compartment. I let him back out of the lane and go to the side of the lot where he could get out of his car and do a search. Soon he came back into my lane and he thanked me because he found the ticket and did not have to pay a lost ticket fee and I said your welcome.
Comments:
A woman was stuck in the long term lot and her car would not go into gear. She stayed in her car while waiting for AAA and I kept my eye on her. The tow truck did not come for two hours but she thanked me for hanging in with her and even wrote a letter to the company and thanked me for keeping her safe.
Comments:
The patron lost his parking ticket and not wanting to pay the lost ticket claim became very rude. I explained to him calmly that that was the procedure and explained in great detail how the whole system worked and he finally saw the reason and he even thanked me for taking all the time to explain the system to him and he paid and said now he knew he needed to make sure in the future to keep the ticket in a safe place.
