A traveler was not simply upset, he was sick. He came off a flight and he sat down in a way that did not look right. I not only stayed with him while we determined he needed to be hospitalized, but I took him to the hospital myself and stayed with him as doctors checked his condition. When it was determined he could travel again, and in fact could go back to the airport and catch his connecting flight, I took him to the airport and check him in. He was very very pleased.
Entry Num:
981
Company:
Swissport
Employee:
Ali S
Name:
Lydia Yaqudayeva
Comments:
I could see that a passenger was upset because an agent in training was checking him in and the trainee wasn't familiar with all the processing steps. Before the customer could get really frustrated, i interrupted my break and asked the trainee if I could help - and I stepped in to make the process go more smoothly and faster. The passenger was very pleased and thanked both the trainee and me. Later when I was at the gate, the passenger saw me and thanked me again. He told me how often he flies our airline, al around the world, and he says he does that because we do little things that make a big difference.
Entry Num:
980
Company:
Swissport
Employee:
Augustine N
Name:
lydia Yaqudayeva
Comments:
I had a passenger who was stranded in Boston when his flight was cancelled. He was scheduled to connect in JFK to Europe, but when he arrived at my counter in Terminal 4 and I saw that his name had been deleted and his reservation on the connecting flight cancelled. Resiliency Edge teaches us to tell customers the facts of a situation - even when they are not pleasant - but the critical thing is top move to the next step and be be pro active and think of solutions. Or in this case alternatives and options we could apply to get his need met. I used a calm voice when I told him the situation, and I stayed calm - which calmed him. Soon I found a way to work out the problem and get him on the flight and he thanked me many times.
Entry Num:
975
Company:
Swissport
Employee:
Allison J
Name:
Lydia Yaqudayeva
Comments:
The traveler who arrived at my counter for his trip to Europe wasn't upset, he was mellow - maybe too mellow. He was dressed for the beach and carrying a surfboard. We were getting close to closing the flight and I knew that his surfboard - oversized luggage that it was- was going to be a problem. i was pro active and I realized if I found someone who could cover my station I could run with him down to the oversize check-in desk and get the board on board. That's what we did, we ran together - and it worked. He made the flight, which allowed him to make his connection to South Africa, in time to arrive for morning "surfs up."
Entry Num:
970
Company:
Swissport
Employee:
Edyta T
Name:
lYdia Yaqudayeva
Comments:
Two travelers approached me in the gate area before a flight. One of them, a woman, was very nervous and anxious. Her companion explained to me that she (the companion) had obtained a pass to bring the nervous woman to the gate for the flight to Budapest. The woman flying did not speak English and she was worried that she would not know how to make the connection in Warsaw to catch her Budapest flight. I calmed them both by engaging them, and I explained to the companion, who translated to the anxious woman, that I would make sure she had someone attend to her during the whole flight, to ease her concerns. This made a big impact on their mood and they thanked me for paying such special attention to them.
Entry Num:
967
Company:
Swissport
Employee:
Rachael S
Name:
Lydia Yaqudayeva
Comments:
A woman was upset because she missed her flight. I calmed her down by engaging her and making her feel that I would work with her to find a solution. This worked and she calmed down. Then I explored options and explained them to her to get her on another flight to her destination and she told me she was "pleasantly pleased!"
Entry Num:
964
Company:
Swissport
Employee:
Ryan Q
Name:
Lydia Yaqudayeva
Comments:
A lady was upset because her daughter had left her camera on the plane. They didn't realize it until they got home, but the camera had valuable pictures in it. The lady called lost and found and I answered. I stayed calm, which kept her calm and I engaged her and told her I would do everything I could to find the camera. Luckily, I did. Then I called the customer, told her the good news and made arrangements through FedEx to have it shipped to her home. The daughter was very excited and the lady was pleased and told me she wanted to bring this story to the highest levels.
Entry Num:
22
Company:
Swissport
Employee:
B.N.
Name:
Coordinator
Comments:
One night a pax arrived and he had a meeting the next day with the Chairman of JP Morgan. I know this because he approached me very upset to tell me that the one back he had checked had his suit in it and everything he needed for his meeting in the morning and the bag had not arrived. I calmed him down and became pro active. I found out where his bag was and found that it would be arriving by 7am in the morning. Since I was going to be at the airport still I assured him that I would get the bag and have it sent by express service to his hotel and be there by 9am. That's what I did, and he got his bag in time for his meeting the next day with the Chairman. He wrote a letter to the president of Swissport about me and mentioned my name.
Entry Num:
21
Company:
Swissport
Employee:
S. G.
Name:
Coordinator
Comments:
A first time visit to the US got delayed in the Immigration hall and missed his connection flight. He approached me and I engaged him. I listened to his problem and stayed calm while he was upset. I used good body language and tone of voice to keep him calm. Then I was proactive and researched what options we could come up with. I found him a flight to Atlanta, his destination in the US, but it wasn't going to leave until the next day. And so I researched some more and I found him a hotel which the airline was able to cover. Then I let him use my personal cell phone to call his family in Atlanta to let them know all about this. He was happy, and even his family in Atlanta called me the next day to thank me.
Entry Num:
20
Company:
Swissport
Employee:
A.K.
Name:
Coordinator
Comments:
A pax's reservation was cancelled because his travel agent did not have his passport number. When he got to the airport we had to tell him this news and he became very upset. He wanted to fly on the flight, but when we checked it was going to be a lot more expensive to make a reservation so close to departure. Again he became upset. I acted with pro action and I researched his original reservation and I found that in fact it was the travel agent's fault. I called the travel agent and together we were able to get the pax booked on the flight without a penalty. He was very happy.
Entry Num:
19
Company:
Swissport
Employee:
M.L.
Name:
Coordinator
Comments:
A man had a confirmed aisle seat, 23H, but at the airport the computer had him in 37H. This was an aisle seat too, but it was further back and he did not want that. He got very upset and said he wanted his original seat. But it was not available. I stayed calm and remained optimistic. I told him that I would work on it and he liked that. I got him 28H, an aisle seat closer to his original. It wasn't as far up as his original but it was closer to the front that 37H and this alternative satisfied him. He thanked me.
Entry Num:
18
Company:
Swissport
Employee:
S. L
Name:
Coordinator
Comments:
A flight had a problem and was delayed. The passengers were all very upset. I was proactive and stepped in to engage the pax. I explained the situation to them, that the plane had a mechanical and that we didn't want anyone to be unsafe, so the flight needed to be delayed. They appreciated someone talking to them and explaining the situation. This calmed them down. They said thank you.
Entry Num:
17
Company:
Swissport
Employee:
J. P
Name:
Coordinator
Comments:
A passenger was sent by a check in agent to repack his bag since the bag was over the weight limit. The agent who reported to me thought that if you moved items from one bag to another that could bring the heavy bag down and he would not be over the weight limit. Instead the man thought the agent didn't like him and so I was called in. I stayed optimistic and calm and let the pax "vent." That's what he wanted to do. They we repacked his bag and he was able to get within the weight limit. He left said thank you and also apologized to the agent.
Entry Num:
16
Company:
Swissport
Employee:
R.M.
Name:
Coordinator
Comments:
A couple was denied access to the Lounge by one of our agents who reported to me. The agent was not wrong in doing so since the man did not have a valid card for the Lounge and the agent by rule is not allowed to let him in. I was pro active and took the problem away from the agent then was pro active again and personally called up the man's credit card company to see if there was any way we could get him validated to use the Lounge. It took some time, but I was able to find a way and the man was so pleased because he had important business to attend to and he was able to do that in the Lounge.
Entry Num:
15
Company:
Swissport
Employee:
S. P.
Name:
Coordinator
Comments:
A man and woman checked in online but when they came to the airport there was a glitch and they had to wait on line like just like everyone else. They were very upset and they complained about having to wait on line but I stayed calm. I made eye contact and made the man feel very at ease and that calmed him. Then I was pro active and checked him in personally. He left with a smile.
Entry Num:
14
Company:
Swissport
Employee:
A.C.
Name:
Coordinator
Comments:
A passenger came late and could not get on because the flight was closed. He was very upset. I stayed calm and worked to find another flight to his destination. It left from a different airport, but I made the arrangements and he left very happy.
Entry Num:
13
Company:
Swissport
Employee:
A.P.
Name:
Coordinator
Comments:
A woman was going from JFK to Dehli with a connection in Zurich. We had an overbooked situation in Business Class and she did not have a seat that would make her comfortable. I "brainstormed" with her on options and found flight in First Class that would connect through Geneva. It might seem like a little thing to do, but she was so happy, especially since she lost hardly any time.
Entry Num:
12
Company:
Swissport
Employee:
C.H
Name:
Coordinator
Comments:
A man and his wife were not seated together on a full flight. The couple demanded that they get seated together immediately. I had explained the situation that the flight was full but followed by explaining that I would try to change their seats by asking other passengers if they would change their seats. I was proactive and found someone to do the switch and the couple was very happy and said thank you.
Entry Num:
11
Company:
Swissport
Employee:
G.F
Name:
Coordinator
Comments:
A couple's bags were missing since they didn't make the flight. They needed their bags for a perfume convention, but the bags wouldn't be in until the next day. I stayed optimistic and told the couple that the bags wouldn't be in until the next day. Then I was pro-active, I told them that once the bags came in I would expedite them to them personally and right away. The next day after I did this and they got their bags they called to say that they were somewhat happy, not happy about the delay, but happy about what I did.
Entry Num:
10
Company:
Swissport
Employee:
A.A.
Name:
Coordinator
Comments:
Our flight was delayed and the passenger had a connection and was very upset and anxious. I stayed calm and listened, then was pro-active and helped the passenger explore options until we found one that worked for him. He accepted the alternate flight and was very happy and said thank you.
