Meet Pittsburgh International Airport's N.I.C.E.™ Problem Solvers

309

Concessions

Jim K.

Debra C., Sarah H.

We needed to mail several items for an important deadline. However, our work schedule was booked solid in the afternoon and since we work landside, we were hustling to make it to airside before the Post Office closed for lunch hour. Unfortunately, we didn’t make it on time. Fortunately, we ran into Jim, who was walking during his lunch hour. We explained our dilemma to him and he kindly opened the Post Office, taking time from his own lunch to assist us with packaging and made sure that our packages were posted in time. Jim went above and beyond to help out fellow PIT Airport employees and his efforts were greatly appreciated

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308

Airlines

Sonia H.

Stephen H.

After arriving at 11:30 PM and driving home, I realized that I was missing my iPhone. I called Southwest baggage services and left them a message that I lost my phone. At 5:45 AM, we received a call at home from Sonia, a very pleasant gate agent, to say that she had the phone and would make arrangements for me to pick it up at ticketing. Even though she was extremely busy with peak morning activity, she took care of this and made my life a lot simpler. Thanks, Sonia for being so responsive and helpful!

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307

Airlines

Lore M.

James S.

Lore M. noticed we had a scooter for my health issues and the time between flights at my connecting airport was only 20 minutes so she made as sure as possible that all would go well. She switched the scooter to be taken to the final destination, arranged for wheelchair, and other details I can't recall. What was most impressive was the care and detail she went into to assure all would go well - while multitasking other incoming calls & issues for others. Way to go Lore!

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306

Airlines

Ed

Julie M.

I was responsible for 42 ticketed and checked in passengers from a local college baseball team. When we arrived at the counter, there was a long line and four counter agents. The situation looked pretty bleak. I was able to speak with Ed, and he and a supervisor, closed one lane for my group and verified my group's itinerary. Then, his terrific work really began. He patiently and professionally greeted each passenger. He weighed bags and placed bags on the conveyor belt and verified passengers and took care of name changes and gave instructions for passengers with overweight item, etc. Ed was really good and any company would be lucky to have him as an employee. He never once lost his concentration or composure, as this process took at least an hour of nonstop pressure for the counter agent. I must also commend other counter agents who answered my questions.

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305

Airlines

Kathy R.

Heather J.

I was on a flight to Atlanta and then to Las Vegas when a mechanical issue cancelled our flight. I heard passengers stressed about missing weddings, cruise ships, honeymoons, etc. Throughout the extremely stressful situation, Kathy R. kept a level head and methodically helped each passenger solve their issue. She had a gift of making each passenger's problems feel the most important of all and did a great job to resolve each issue in a timely fashion.

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304

Airlines

Tammy

Stephn H.

My daughter, who lives in San Diego, with her first child and my wife and I wanted to get to there as fast as possible. Tammy went out of her way to help us move our flight up so we could arrive earlier than previously planned. It was a welcome relief to have someone so caring and friendly to help us. She is a fantastic employee!!

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303

Airlines

Gina

Earl F.

I would like to thank and compliment Gina, CSR/gate agent. I required special assistance to board the aircraft. Gina conducted herself in a friendly, but confident and professional manner. Her instructions and directions were clear and concise, resulting in me feeling confident that I would safely board the aircraft without a lot of wasted effort, which I did and that added to my overall comfort.

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302

Airlines

Allen

Emily S.

I was flying into Pittsburgh and was one of the last people to get my suitcase, when I heard someone call my name. The woman said that the zipper on the front pocket of my suitcase was broken and wanted to ask if I lost something.
I said- oh no, I have a women's Michael Kors watch in there. Then she revealed my Michael Kors box. I was shocked and so thankful. She waved over to Allen, the Southwest employee who found the watch and figured it was mine since my zipper was open. I couldn't express how thankful I was to him, mostly because I was at a loss for words. I will never forget that moment and how honest he was to make sure I got my $300 watch back. I love Southwest and now I do even more than before.

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301

Concessions

Sherri B.

Jeffrey S

After arriving back in Pittsburgh on a Saturday night I could not find my car in the Short Term parking lot. Even though I travel frequently from the airport for business, this time I just forgot where I parked my car. I called for assistance and the dispatcher on the phone informed me that a truck would arrive shortly and help. I waited less than five minutes for the truck to arrive. Sherri, the driver, was reassuring and polite. In less than 10 minutes we found my car! Sherri was extremely kind and professional.

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300

Concessions

Mike M

Jeffrey S.

After arriving back in Pittsburgh on a Saturday night I could not find my car in the Short Term parking lot. Even though I travel frequently from the airport for business, this time I just forgot where I parked my car. I called for assistance and Mike, the dispatcher on the phone, was very courteous and informed that a truck would arrive shortly and help. The truck arrived and I was able to find my car. But Mike was very courteous and professional which I greatly appreciated after a long trip.

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299

Tenants

Marilyn

Barry M

An Airport Authority employee lost her earring while entering the terminal on March 5th. Marilyn was approached by Tom, who had found the earring. She immediately informed Tom of an employee who was looking for the earring and together, they were able to return the lost item to a very happy customer. The result was…: A very happy and appreciative customer got her earring recovered.

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298

Tenants

Dave S.

Pat O.

I received a call that a customer had dropped his belongings on the moving walkway near the Hyatt and that his medication had fell inside the walkway. I paged for Dave S. and met him and the customer at the moving walkway. The customer explained that when the bottle holding his pills landed, it broke and his pills fell into the machinery. The gentleman, who was in town for his mother's funeral, needed enough of his medication to get through his stay here. Dave, understanding the importance of the situation to the customer, worked quickly to shut down the walkway, and then opened it. He found enough of the medication to help the gentleman to make it through his stay. The customer, of course, was relieved and happy.

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297

ACAA

Lirio

Donna R.

Lirio came across a woman in baggage claim who seemed worried and helpless. Lirio offered her help and the woman explained that she was upset because she wasn't able to locate her baggage and there wasn't anyone to help. Lirio listened to the woman and learned that she had flown on United Airlines. Lirio pointed out to the woman that she mistakenly was at US Airways baggage claim and walked with the woman to the United baggage claim where they located her luggage. The woman was very happy to find her luggage and thanked Lirio for her helpfulness.

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296

ACAA

Lirio C.

Donna R.

Lirio encountered a woman walking with luggage in one hand and young child in the other along the moving walkways near the Hyatt Hotel. The woman was trying to call her husband to coordinate a pick up, but the woman's cell phone was not working. Lirio offered the woman her cell phone. The woman was able to contact her husband and he was able to pick her up. The woman greatly appreciated Lirio's kind gesture.

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295

ACAA

Joe A.

Tom S.

On a Friday evening Joe was leaving work for the week and going past the landside information desk when he encountered law enforcement and TSA officers. Joe spoke with them casually and learned they were trying to locate guests from the Hyatt Hotel who wanted to take advantage of the program for hotel guests to shop at the AIRMALL. After ending this conversation and walking toward the garage, Joe noticed two individuals who looked confused. He went over to see if they needed help and learned that these were the guests that wanted to go to the AIRMALL. The two guests said they were concerned because they had been trying to do this for some time and couldn’t find the officers. The guests were concerned that somehow they misinterpreted the program and shouldn’t be doing this. Joe assured them that everything was OK and they only needed to speak with the officers and soon they would be shopping. Joe went with the guests, facilitated their conversation and made sure they got on their way to the AIRMALL. All this meant Joe stayed at the airport at least a half hour longer than normal after a long work week.

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294

ACAA

Rick W.

Nancy S.

This will be the second year Pittsburgh International Airport has come together to support to the American Cancer Society’s Relay for Life campaign. Knowing that the event was coming up, Rick W. took it upon himself and contacted a local volunteer fire department to arrange a deal that will benefit that fire department’s fund raiser, the airport’s support of this cause, and the Relay for Life itself. As a result of Ricks’ efforts, a $1 donation from each order will go towards the ACAA Relay For Life team’s overall contribution. Rick went out of his way, recognized a need and developed a solution helping all parties involved.

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293

Airlines

John W.

John S.

My wife and I and another couple were headed to Punta Cana via Atlanta, for a 5-day all-inclusive stay through Apple tours. Our flight was scheduled to depart at 6:30 AM with a two hour stay in Atlanta then onto Punta Cana. When we arrived, however, the computer system was down and our boarding passes had to be handwritten, which led to us getting to the gate only to see the plane pull away. We pleased with Southwest supervisor John "flash" W. to help. AND HELP US OUT HE DID!! After about an hour or so he proposed resolving our problem by flying us to Atlanta later in the day and putting us up in a hotel there - then putting us on a flight to Punta Cana the next morning, and returning us on our original return date. AND HE PROMISED TO UPGRADE THE FOUR OF US TO BUSINESS CLASS. Not only that but he said if we could get Apple to amend our five day stay to one day later he would change our return flight to accomodate that - also in BUSINESS CLASS. Additionally we received food vouchers to use in Pittsburgh and Atlanta. Apple did allow us to amend our stay and we were able to enjoy 5 full days with the bonus of Business class travel on all flights!! We want to extend our deep appreciation to "Flash" for his service which went above our expectations.

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292

Airlines

Tammy

Lynn

I was traveling with a sick son and trying to get him home for Christmas in Florida. Tammy was nice enough to help us get on an earlier flight so he could be back with his mom for the holiday. She was great and I really appreciated the extra effort.

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291

Airlines

Kathy

Lynn

Our flight was cancelled after we had boarded, gone through the de-icing process and sitting for several minutes only to be called back to the gate and de-boarding the plane. This was after several delays earlier. The Customer Service Supervisor, Kathy, did an outstanding job. Obviously the entire group were frustrated. However, the professional manner in which we were handled by this clearly strong leader, made the experience much better than what it was destined to be. People were tired and angry. She did an outstanding job, calmed people down and kept us informed. You have a great employee in Kathy.

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290

Airlines

Megan

Lynn

I arrived at the gate for my flight to Orlando and discovered that I did not have my iPad and knew that I had to have left it at security. Needless to say, I was slightly panicked! I went to the agents at a nearby desk and asked if they had a phone number for security. They didn't and when I told them what I did, they were able to contact their supervisor who contacted security and my iPad was there. This was Megan at the Pittsburgh Airport. Megan said she would get it for me!! And she did. She was able to get to the security check-in site and back to the gate before my flight left. I was amazed and so glad! It is a company iPad and I was not looking forward to reporting that I had lost it at the airport. Both of your employees could not have been kinder or more helpful. I have shared my experience with others and encourage them to fly AirTran whenever possible!

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289

Airlines

Judy K.

Lynn R.

Your employee, Judy exhibited an wonderful act of kindness and concern when there was an issue with a souvenir lamp that my grandfather had owned. She was able to resolve the issue for me and I am now united with my priceless item that will now be able to remain in the family. Kudos to Judy!

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288

Airlines

Gina

Kristen

When I was waiting at my gate passengers were informed that our plane was having mechanical problems with the de-icing system. Therefore, our flight was delayed as the crew tried to solve the problem. Many people seemed annoyed about the mechanical problem delay. However, Gina handled criticism and questions from passengers with poise and clarity. For example, when one customer demanded the number of the dispatcher, Gina spoke calmly to him and diffused the situation with humor. Ultimately, our flight took off on time. I appreciated the way that all customers were kept updated and 'in the loop' about what was going on, and I appreciated that the situation was explained fully to us (ie. rather than saying there was a 'mechanical error', Gina explained the de-icing system to us and told us exactly why the plane wouldn't be suitable to fly).

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287

Airlines

Judi

Lynn

I am disabled but ambulatory and was scheduled on a full flight and I was considering spending $40.00 on the select your seat fee. Judi, the customer agent at the gate, however, arranged for assisted travel without the $40.00 charge. I must say that it is that type of service that will keep me flying "Southwest" for my forseeable future.

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286

Airlines

Lynn R.

Lindena

I arrived in Pittsburgh at 12:30 am after an 11-hour weather delay the previous day. My luggage did not arrive and I was stuck at the airport as no one could pick me due to weather conditions. I was told my luggage would arrive around 11 that morning. But 11 am arrive and no baggage. By that time, I had been up nearly 30 hours. I asked where my luggage was and I simply fell apart - from a lack of sleep and just wanting to go home. One of your wonderful staff members, Lynn, calmed me down and reassured me my luggage would be delivered to my destination. I want you to know how kind she was to me during this time. There was so much going on and yet, she took the time look after me and reassure me everything was going to be fine.

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285

Airlines

Carrie

Wendelyn

I was on a trip that had a fairly long layover. I stopped to see if I could get onto a wait list for an earlier connection. I spoke with Carrie and she was not only able to get me onto an earlier connection but also ensured that my checked luggage landed on the earlier flight, as well. I had someone picking me up at my destination and saving that chunck of time meant that our two hour drive after I landed could take place earlier in the day. Thank you so much for your flexibility! And HUGE kudos to Carrie and the way in which she so professionally and pleasantly handled my request.I wish that Southwest would start a new hub at PIT! That would be awesome!

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284

Airlines

Ed

Lynn R.

Kudos to Ed at the Pittsburgh airport. I had put my Kindle fire into an unzipped front pocket on my carry-on case so I could quickly get it out to go through the security line-- at the last minute I upgraded to 1st class and away went my carry-on bag onto the moving belt-- I immediately realized what I had done and asked if I could retrieve my Kindle Fire-- I was told I had to do a multitude of steps when Ed offered to go to "where ever" and try to find it-- bless his soul, he did it and I was beyond thrilled-- just wanted to let you know that you have an outstanding employee who does whatever he can to make his customer happy-- hire more like Ed! Thanks

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283

Airlines

Ed G., Vicki, R.J., Mike

Jake

When I got off AirTran flight 519 this evening, I had left my iPad on the plane. I immediately went back to security, who pointed me toward baggage claim. There I met Ed G. and Vicki who called to the bag handler, R.J., who went through the plane and found that my iPad had fallen between the seats when I went to put it away in my backpack. Another bag handler, Mike, ran it all the way across the airport from the gate to baggage claim. These are wonderful people who make flying your airlines a pleasure that I will be sure to repeat. Thank you so much!

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282

ACAA

JoAnn

Linda

I had an early flight and everything was going well until I realized I did not have my credit card. In thinking back I realized I left it at the ticket counter. So the search began with going to a TSA officer. She called -- no luck. I checked with two different people at two different gates and they called the ticket counter and no luck. I thought for sure I would never see my cards again. I was on the plane when all of a sudden they announced my name. I ran up to the front of the plane. There was JoAnn from the ticket counter with my card. I just couldn't believe it!! As busy as I know they were, she took the time to come all the way to the gate and plane to give me my credit card. I gave her a big hug and thanks. She turned a disaster to a very happy day for me. This would have ruined my vacation.

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281

ACAA

Tom H.

Barry M.

An Airport Authority employee lost her earring while entering the terminal on March 5th. Later, Tom noticed the earring laying on the sidewalk while performing his duties. While attempting to take the earring to lost and found, Tom engaged Marilyn at her station and mentioned the earring. She immediately informed Tom of an employee who was looking for the earring and together, they were able to return the lost item to a very happy customer. The result was…: A very happy and appreciative customer got her earring recovered.

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280

ACAA

Firefighters

Marc B.

Operations received a phone call from an airline reporting that one of their aircraft would be diverting to Pittsburgh International Airport due to weather. The airline was requesting help because since it was after midnight, there was no staff to work the flight. After passengers deplaned, firefighters handed out pillows and blankets to customers and offered other assistance. After the initial delivery of water began to run low, they returned to the fire station to retrieve two more cases of water.

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279

ACAA

airline services

Marc B.

Operations received a phone call from an airline reporting that one of their aircraft would be diverting to Pittsburgh International Airport due to weather. The airline was requesting help because since it was after midnight, there was no staff to work the flight. Airline Services responded to the call and attached the jet way to the aircraft at Gate B29. The passengers were then able to be deplaned into the terminal.

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278

Airlines

Kevin C.

Marc B

Operations received a phone call from an airline reporting that one of their aircraft would be diverting to Pittsburgh International Airport due to weather. The airline was requesting help because since it was after midnight, there was no staff to work the flight. After the aircraft landed and passengers were deplaned, Kevin, who works for another airline, called Operations to see if the passengers had enough water and snacks. When he was told there were none, he made arrangements for a case of water and snacks to be delivered to the passengers.

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277

Airlines

Joyce B.

Lynn

While on my flight from Denver to Pittsburgh, I had my cell phone out and fell asleep with it on my lap. When I woke I realized that it must have fallen on the floor but. I couldn't see it. I decided to wait until the plane had landed and the passengers got off before I began looking for it. This all occurred close to midnight. My cell phone, however, was not under my seat like I was expecting. As I began my frantic search the flight attendants joined in, then the pilots. We were all on our hands and knees scouring the plane looking for my phone. After 20 minutes I gave up and just assumed that someone got greedy and picked it up. I had to convince the crew to stop searching. They wanted to keep looking. Outstanding in my mind! They gave me instructions on who to talk to down in baggage claim. I filed a report for a lost phone and the woman was very pleasant and extremely sympathetic. She went out of her way even though it was now 12:30 and a half hour past her quitting time. The next morning I called back to the Southwest lost and found and spoke with Joyce. She informed me that no one had turned in yet but told me she would make a few calls and get right back to me. Thirty minutes later she called back and said they had found my phone. It would be in her hands in about 45 minutes and she would call to verify it was my phone. Sure enough, she called me and scheduled a time for me to pick it up. But then Joyce went out of her way and said to call when I was close by and she would meet me outside with my phone. Amazing! My phone isn't just my phone. We all depend on these devices for much more than just making a convenient phone call every now and again. Me, I use my phone for work as I am in IT. I need my phone and thanks to your staff I got it back in less than 12 hours! Outstanding! Many times nice gestures go unnoticed. I just want to say a very big thank you to the flight crew who helped me search, the cleaning crew who found my phone and Joyce who returned it to me.

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276

Airlines

Judy K.

Curt

Recently, one of your employees, Judy K, worked especially hard up to the very last minute to help my wife and I to be able to fly on the same flight home, arriving about 3 hours earlier than previously scheduled. Being a late night arrival, this was greatly appreciated. Please commend her for her kindness and extra special effort.

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275

Airlines

southwest staff

pat

I left the hotel with plenty of time to spare for my 7:45 a.m. flight. When I was leaving my hotel I left my baggage with the valet at the door so I wouldn’t have to drag it to the car. Well, when I got to the airport I reached back to get my baggage and it was still at the hotel. The time to spare disappeared. I drove back to the hotel, picked up my luggage and headed back to the airport. I now had very little wiggle room. Thanks to Enterprise checking the car in was quick, but the real heroes were the awesome Southwest staff. I waved to the person at the ticket counter and told him I had a flight to catch in about 30 minutes. He calmly got my ticket, checked my bag and politely explained the late policy. He gave me the gate number and told me to go the alternate security check point. Whoosh! To the checkpoint! I had to unpack my laptop, etc and was checked, wanded, chemical tested, and sent on my way. Run-walking, I got to the gate and it was closed. Across the way a lady called “are you Pat?” I nodded. She told me to wait by the closed door and someone would be out. Wow! Soon, a lady came and asked for my ticket. Where is it?? How could I lose it in five minutes? The woman calmly told me “don't worry, give me your ID and we'll take care of you." “Wait,” I said. “What about my change in CHI?” "Don't worry,” she replied. “I'll bring it to you." Wow! I went into the plane, sat down. An aisle seat, too! I was sweating when the attendant, who was so sweet, just patted my shoulder and smiled. Then another smiling attendant came down the aisle with my ticket and -- my cell phone! She said Vicky had run it down to the plane! The doors closed and I made the flight home. This is wonderful -- but not the end, when I got to Sacramento the luggage was almost all of. Oh well, I was late. I went to the office and saw 23 bags from other late passengers, mine wasn't there. The staff said when bags are late they are put on the next flight. Well, I'm home and will return to get my luggage (later). I go back to the luggage carrousel and get ready to tell my husband when what bangs down on the conveyer...my suitcase! Your airline is awesome and I love Southwest!

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274

Airlines

Tammy

Lynn

We would like to thank you for the outstanding customer service provided by ticket agent Tammy at the Pittsburgh airport. When it became apparent that we would have to claim and recheck our bags during our connection through Midway, she was able to check our bags so that they arrived with no hassle for us. She was professional, cheerful, and empathetic. She exemplifies the spirt that make me want to fly Southwest. Thanks.

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273

Airlines

Joyce B.

Lynn

I wanted to send a kudos to Pittsburgh employee Joyce Belli. After we traveled to Las Vegas in July, a Southwest employee called my daughter to let her know they found her iPod on the plane. The next day I went to the airport to retrieve it but no one could find it. They suggested I file a claim online. I told them "you called us and said it would be here, but it was nowhere to be found.” I did file a claim online but they were not able to find it either. So after three months, I pretty much though it was gone forever. Last week, after from another trip to Las Vegas, a Southwest employee was on the tram with me. I thought, “let me just ask her what I could do”. As luck would have it, I was speaking to the very person, Joyce that had called my daughter. She described her iPod and said she remember speaking to my daughter. I gave her my contact info and she said she would look into it and let me know. I received a phone call this past Saturday from Joyce and she informed me that she found the missing iPod. I received it today. As a business owner myself, I tend to hear the bad things that happen far more than the good so I wanted to let you know what an asset Joyce is to Southwest and how she cares for the customer. This experience just validates the many reasons I LUV to fly Southwest. Thanks again to Joyce!!!

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272

Airlines

Sandi

Lynn

The crew of Flight 1637 arrived at the airport in Pittsburgh to find that we were ground stopped for several hours for our PIT-BWI flight due to fog and the lack of runway lighting at BWI. Sandi worked continuously with our customers, keeping them informed of any and all updates while her co-workers at the gate podium worked non-stop for nearly four hours helping people rebook for final destinations since so many connections were going to be missed. The ramp folks kept up by pulling and rerouting bags of folks that changed flights. (I would like to commend them all, but did not get all their names - suffice it to say I have never worked with a better group than the Pittsburgh folks that day.) Once the Baltimore weather improved enough for departure and customers were to be boarded, Sandi continued to provide fantastic service, going a very long way to making up for our hours-late departure from Pittsburgh. A delay that long could have gone bad in so many ways, but Sandi handled the situation very, very well. Please pass my thanks to her and everyone working in Pittsburgh on that very long morning. Great Job!!!

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271

Airlines

Joyce B.

Lynn

Joyce B. was at the ticket counter and she was extremely helpful in getting us on standby seating for the 7:30 am flight from Pittsburgh to Chicago. She was patient and persistent in working with the help center to resolve a computer glitch. She kept us informed throughout the process and went out of her way to be friendly and accommodating even on a very busy day (Sunday after Thanksgiving). Southwest is fortunate to have such a great employee. Thanks to Joyce!!!

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270

Airlines

Shirley J.

Dan

After a very stressful weekend in Pittsburgh I had to return to Albany early. The airline on which I was originally scheduled made it even more stressful, as I was constantly told “to just call the 1-800 number for help” with my problems. They kept me on hold for a half hour. I got even more frustrated. So I walked over to the Southwest counter, where I was assisted by Shirley J. Her positive attitude instantly took away my stress. I purchased a ticket back to Albany from Southwest. People like Shirley are a valuable asset to your company and I now understand why Southwest's logo is a heart with wings. From now on I will be flying with Southwest. Thanks!

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269

Airlines

Shirley

Ileane

Shirley is a wonderful representative of Southwest at Pittsburgh. I am proud to know her. Shirley has the right attitude and often turns a potentially angry passenger who shouts "I will never, never fly Southwest again" into a supporter of the airline. Shirley represents all that is desired by the flying public. I am delighted every time I see her. Thank you for Shirley and the professional staff at PIT.

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268

PilotGroup

Joe R.

Lynn R.

When (the flight crew) was boarding the plane in Pittsburgh, the Southwest ops agent notified me that we would have a passenger with a peanut allergy onboard. The mother asked that we serve nothing more than pretzels. This was a full flight. At first we asked to have plenty of pretzels but we were unsure how other customers would react and told my concern to the ops agent. He brought up more pretzels but I didn’t think it would be enough to give each person just two pretzels each. Boarding began and soon Provo Supervisor Joe R. came with a variety of snacks and said he would be able to make up several boxes. Joe talked to the mother and explained the plan. Joe and Matt S then prepared several boxes and were back just in time for push back. I was so impressed by Joe’s response to a very difficult situation and to Matt who also jumped in to help. These men are what make Southwest Airlines a great company.

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267

PilotGroup

James C.

Stephanie

I was originally on a one way ticket from Sacramento to Pittsburgh. During my layover in Phoenix my mother called to tell me that she had purchased another one way ticket from Pittsburgh to Providence. This meant that after arriving late in Pittsburgh that I have one hour to collect my luggage, check in, and go through security. So after my arrival I went to my gate and James C. helped me check in. He then volunteered to try and catch my bag that had already left for baggage claim and tag it and try to get it on my new flight. I just want to say that I really appreciate his help. Thank you for your excellent service.

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266

ACAA

Samantha S.

Paula K.

I traveled to Sarasota from Pittsburgh and when I collected my luggage,found that it had been damaged and items were missing. I spoke to the airline and couldn't get results. This unfortunate incident left me very stressed. I went back to the airline which suggested I speak to someone from lost and found. When I arrived at my destination I called lost and found and spoke to a very nice woman named Samantha. She was very sympathetic and said she would do everything possible to locate my items. She did discover some of my items and after reviewing a tape discovered my luggage got stuck in the luggage belt. I was still missing some items and my luggage was badly damaged.She recommended that I contact baggage claim. After contacting them I was even more frustrated because their paper work became very complicated. In the meantime Samantha continued to contact me regarding my loss and asked if I needed any help. After emailing her regarding my frustrations she spoke to someone in baggage claim and resolved my situation. Without her help I believe I would still be trying to resolve this problem. She was very thorough, efficient and compassionate. There aren't many people that are as genuine and caring working with the public as Samantha seems. I was overwhelmed by her kindness and helpfulness. You should be grateful that you have such a wonderful employee working for you.

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265

ACAA

Dennis D.

Greg K.

A elderly customer was traveling up the escalator to ticketing when he fell. Dennis witnessed this and immediately assisted the gentlemen to his feet while helping him gather his luggage. Dennis proceeded to escort the gentlemen to the ticket counter with his luggage. The gentlemen was taken aback by all the kindness, even offering Dennis a tip, which he did not accept. Dennis was engaging, he did not hesitate to assist as is his second nature. He also went the second mile by helping the passenger to his ticket counter with his luggage so there was no chance for further stress or injury. The result was…another passenger to share his story of a trip through Pittsburgh International. A story that will be told with the thoughts of kindness that he received from an ACAA employee while visiting our airport.

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263

Airlines

Tammy

Lynn R.

Just want to compliment Tammy who worked the counter yesterday afternoon. She was extremely helpful in assisting us with our flight to Oakland, CA from Pittsburgh (via Chicago) to Oakland. Tammy is a great employee and we were pleased to meet her.

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262

Airlines

Shirley J.

Lynn R.

The customer service representative that checked my girlfriend into her flight offered amazing and over-the-top service to both of us. Even though we made a mistake with flight times and reservations she did whatever was in her power to get my girlfriend home to her family in the most efficient and convenient way possible. She offered great customer service with a pleasant attitude and a smiling face. Showing empathy and concern for our situation and doing whatever it took to get her home. Her name was Shirley and I was overly impressed with her.

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261

ACAA

Patrick W.

Tim H.

The fire department was notifed by the Police Department that a kitten, which was in the terminal, had escaped and ran under a parked car. The police attempted to catch the cat but were unsuccessful and contacted the fire deaprtment. Patrick was one of the firefighters that responded. By this time the kitten had climbed into the under carriage of the vehicle and was lodged between vehicle's heat shield and floor boards. Patrick and Eric, another firefighter, tried several different ways to free the kitten including blowing air into the area and loosening the heat shield (all after getting the car owner's permission, of course). Finally, Patrick and Eric used airbags to jack the vehicle to provide themselves with more access. They were then able to loosen the heat shield enough to free the kitten and return it to its owner.

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260

PilotGroup

Eric W.

Tim H.

The fire department was notifed by the Police Department that a kitten, which was in the terminal, had escaped and ran under a parked car. The police attempted to catch the cat but were unsuccessful and contacted the fire deaprtment. Eric was one of the firefighters that responded. By this time the kitten had climbed into the under carriage of the vehicle and was lodged between vehicle's heat shield and floor boards. Eric and Patrick, another firefighter, tried several different ways to free the kitten including blowing air into the area and loosening the heat shield (all after getting the car owner's permission, of course). Finally, Eric and Patrick used airbags to jack the vehicle to provide themselves with more access. They were then able to loosen the heat shield enough to free the kitten and return it to its owner.

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259

ACAA

Kevin G.

Jeff M.

Kevin was walking the moving walkways between the parking lot and the terminal during his lunch when he noticed a set of keys lying on the floor. He picked them and quickly deducted that they must belong to a gentleman who had just passed him in a quite a hurry, running toward the parking lot. By the time Kevin found the keys, the customer was exiting the walkways and headed toward his vehicle. Kevin ran all the way out to the parking lot and found the man just before he got to his car. The result was a happy passenger, who was able to keep his schedule due to Kevin's efforts.

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258

Airlines

Joyce B.

Bonnie S.

My 11-year-old granddaughter was flying for the first time alone and was scheduled to arrive at 11:20 pm. I received a call from Southwest that her plane departed Tampa on time and that I needed to be at the airport in time to pick her up at the gate. However,I found myself in a traffic issue that was making it impossible. As I sat in traffic in downtown Pittsburgh, I called and spoke to Joyce, who put my mind at ease and told me not to hurry. Joyce said she would close her office and go out to the gate and get Gabby. Thank you, Joyce!

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257

Airlines

Sonia

Charlotte A.

I would like to commend the SWA agents that were involved in a very complicated situation involving my son's cancelled flight on August 26, 2012. It was imperative for my son and his new wife to get to Jacksonville in order to embark on a trip to Cancun the next morning for their honeymoon. The SWA ticket counter agent, Sonia, along with Nancy,went above and beyond to make sure that Greg and Jen got to Cancun.
Sonia put Greg and Jen on a flight and then Nancy got them re-ticketed with only paying a $50 change fee rather than $150.
To top it off, Sonia arranged for Greg and Jen to get a bottle of champagne on the flight to Atlanta. They were thrilled and it helped a very stressful situation.

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256

ACAA

Jim S.

Paul S.

Two foreign passengers arrived at Pittsburgh International and became separated at the trains in the airside terminal. Jim S. saw one man enter the train on airside, but his elderly father did not make it on. Jim stayed with the son and assured him his father would use the other train. The men were not only separated, but they were also having trouble finding their family member who was on airport property to pick them up.
Jim helped the son search the landside building until they located his father, working through the language barrier the entire time. Jim then used the passenger’s cell phone to unite the passengers with their family member on the arrivals curb. Jim was able to work through a language barrier to calm a stressful situation for passengers coming to Pittsburgh for the first time. The passengers were not only reunited with each other, but then united with their family member. All of the parties involved were very appreciative. Jim is an example of a great Ambassador for Pittsburgh International Airport!

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255

Airlines

Ed

Jeff M.

I just wanted to be sure and commend the wonderful job your Pittsburgh gate crew did on June 29. Due to some bad weather our late evening flight was delayed, and delayed again and delayed again. To the point that we (and most others) missed our connecting flights in Baltimore. Ed and the 2 ladies (I never did get their names) were just tremendous in rebooking flights. When there were no flights into Ft Myers, Ed checked every surrounding airport without us even having to ask. I'm sure it's a crew members worst nightmare when something of this nature occurs; especially so late in the evening when passengers have to wait until the following day to fly out, as most of us did. But they handled themselves with great composure and must have apologized 50 times - for something that was completely out of their control to begin with! We left the SW counter after 10:30 pm and while we were waiting in line at security at 5am the next morning we saw Ed walking into the airport with a smile on his face! Flying with an infant is stressful enough, and this delay could have just made the situation even worse, but your crew did a great job at relieving anxiety where they were able. Please commend your gate agents for their courteous and calm responses in such a chaotic situation!!

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254

Airlines

Jody

Jeff M.

I arrived last night and for whatever reason my bag did not make it to my destination. I was a little panicked since the three other travelers I came with and checked in with received their bags. I went and spoke with Jody who took my claim and stated that I should get my bag later that night. I never heard from anyone so at around 10pm I found the 888 number Jody provided me and called to check on the status but there was no update. I now begin to panic thinking it would be forever lost. I wake the morning of the 15th and once again call to check on the status and once again no update. My worries now increase ever so slightly. I go to Target to buy some needed staples and on my way back to the hotel Jody called and advised me that they found my bag and it's on its way. Jody took the time out of her busy day to personally call and follow up with me and advise me of the status. I know this is her job but the personal touch along with peace of mind was great. Jody should be recognized for her outstanding customer service as in my opinion she went above and beyond the call of duty. Thank you Jody

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253

Airlines

Shirley J.

Jeff M.

I want to compliment Pitsburgh gate agent Shirley, who was at the counter on 13th Aug. My original flight was canceled and Shirley fixed everything. She was very professional and handled itvery nicely. She even tried to get him on next flight out and called the gate area but they were already ready to leave. I wanted to call and let you know what a fine employee you have.

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252

Airlines

Shirley J.

Dwayne D.

I hate bad weather but I love some of the people that work for Southwest. One such person is Shirley J. She is a pro and should be recognized for her ability to handle people under pressure. I was delayed and then delayed yet again but still felt OK about the situation. I finally arrived at Baltimore and my flight from BWI to Islip was canceled had to stay over night. That was okay because before I left Pittsburgh, Shirley worked hard to get me on the 8:10am flight out the next morning. She is a natural born talent at what she does.

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251

ACAA

Bobbi H.

Laura S.

On July 15th, 2012, a 75-year-old passenger left behind a piece of medical equipment that he desperately needed for his well being at the checkpoint. This passenger stated he could not afford to pay the fee to have the item sent back to his home and requested assistance.
Bobbi, at the Airside Information Desk was unbelievable in helping with this situation. She boxed the item for the passenger immediately and had the box waiting at the service desk for us to mail.I received a nice call from the passenger who was very complimentary and unbelievably appreciative. He asked me to thank everyone involved and I would like to express my appreciation to Bobbi for going above and beyond her duties to assist the passenger.
It’s employees like her that make this airport a great place to work.
Way to GO Bobbi!

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250

Airlines

Lore

Lynn R.

Your emoloyee Lore is the best. I made a mistake on my flight return and she was very patient and took her time to make sure I got home that day. I can't thank you enough for having her at the counter in Pittsburgh. Please keep up the good work Southwest and Lore.

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249

Airlines

Judi G.

Lynn R.

I was on a flight to Florida to be with my parents, as my mother was in critical condition. Since I booked at the airport (no time to plan for this), I was in the last group to board and had to make a fast connection. Judi G. at the reservations desk at the gate gave me permission to board after the A group -- so I could be up front and make my connection with no problem. Because of her kindness, I made the next flight with time to spare and no worries (which was incredibly helpful at the time). Southwest Airlines and your employees are a true class act. Thank you again for having the most wonderful employees in the world!

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248

Airlines

Ed G.

Lynn R.

I received a call from Ed. I had misplaced my Kindle EReader during travel and Ed found my name on the reader, looked up my Rapid Rewards account, and called my telephone. He was extraordinarily pleasant and helpful and is shipping my Kindle back to my home today. This is an example of going the extra step to retain customers through service. Thank you Ed! I appreciate your time and effort.

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247

Airlines

Jim G.

Lynn R.

Jim did a great job tonight. I had an event in Philadelphia that I could not miss. I was scheduled to fly to Midway and he noticed that my flight was delayed so I would miss the connecting flight to Philadelphia. Jim changed my flight so that I could get to my connection on time. Truly unbelievable.

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246

ACAA

Sam, Chuck

Scot B

I want to express my appreciation to Sam and Chuck for their hard work and dedication to our respiratory protection and confined space programs by volunteering their time and talents to perform inspections, calibrations, and repairs of our air monitoring instumentation, along with the respirator fit testing and education to various employees and contractors. These efforts are critical to the safety of our airport employees and we are fortunate to have such fine individuals to provide these services

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245

ACAA

Tom G.

Paul S.

As a reward for submitting valid suggestions the Safety Department holds a drawing for a $30 gift certificate to give to one employee a month for their suggestion. Tom G. of airline services won for two consecutive months. When Tom received his gift certificates, decided to donate both gift certificates to the Military Family Courtesy Center.
I commend Tom for not only his commitment to safety, but for his thoughtfulness and generosity for donating his winnings to such a worthy cause. This act defines what the NICE Program is all about.

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244

ACAA

Paul S.

Scot B.

As I entered the landside terminal, I noticed Paul standing over a spill. Paul advised that he already notified the cleaners, but wanted to stand guard over the spill until the cleaners arrived. Additionally, as Paul was near the landside information desk, he overheard an airport employee inquiring as to where he could find some benedryl
First, Paul alerted the cleaners and acted as a human caution cone by directing passengers around the spill until it could be cleaned.
Then, realizing the employee was in distress and in need of the medication, engaged the employee and directed him to the airside Rite Aide. However, the employee did not have the time or ability to get to the airside store before reporting to work. Paul offered to go to airside to retrieve the medication for the employee.
The result was that nobody slipped in the spill and the employee reported to work on time, received the medication, and was very appreciative of Paul’s efforts.

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242

ACAA

Paul L.

Carol W.

I am writing this to you today to let you know how much we APPRECIATED Paul L.My husband and I flew into Pittsburgh, arriving at 5:10 p.m. We did not know our ride to take us to Mercer had broken down. Paul did everything possible to help us get a ride home. He contacted every contact person he could think of. His customer service was excellent. He eventually found us a van to take us to Mercer. We waited outside the terminal until the van arrived, and Paul checked on us periodically to make sure there wasn't anything we needed. Employees like him should be praised for liking his job and doing his job well!

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241

ACAA

Bob C.

David A.

I left my laptop in the security area of Pittsburgh International Airport. I did not realize this until after I arrived home in Fort Worth, Texas. When I called the next day, the gentleman I talked with was very helpful and sent my laptop via Fed-Ex. It arrived this afternoon, intact and working normally. So many times in today's fast-paced world customer service is overlooked. You have obviously made an effort to focus on customer needs and I want to thank you for your outstanding service to me.

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240

Airlines

John W., Shirley J.

Cheryl K.

My flight was cancelled on another airline and there were no other available flights for the day. I walked over to the Southwest gates and John W. and Shirley J. were available to help me plan an alternative flight. Not only did they book me for the next day but also talked through the boarding process. Shirley helped me get a hotel room for the night and explained getting through TSA early as the flight was planned to depart at 6:05 AM. They were friendly and helpful and made a definitely bad day turn out to be a great experience with Southwest. I highly recommend them as wonderful representatives and thank them for their help. My flight today was great with friendly crewmembers and on time departures and arrivals. Thank you so very much!

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239

ACAA

Kevin G.

Greg K.

While working in the South East Arm of the baggage belts, Kevin found an MP-3 player. Being proactive, Kevin took the player to USAirways baggage service, giving the player to the lost and found attendant so that it could be returned to its rightful owner.

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238

ACAA

John W., Judy K. Joyce B.

Customer

I left my laptop with lots of important data in PIT gate area and did not discover until arrival at MSP. I went to SW baggage services and received incredible service from the agent on call She immediately got through to PIT lost and found and thanks to the work of John, Judy K., and Joyce B., the computer was found and shipped via FEDEX to me next day. Thank you to all. Quite certain had I been flying another airline that the outcome would have been not good.

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236

ACAA

Anne F.

Rebecca R.

Passing through Pittsburgh last week, I lost a number of items -- among them my Kindle, at the security checkpoint. I discovered this after I reached my gate and it was too late to check for them prior to boarding my flight. All of the items were returned this week via FedEx and your Lost and Found (Customer Service Representatives) and TSA people were kind, helpful, and wonderful. I travel a lot and have been through this at other airports, which was an awful, negative experience and resulted in a laptop computer gone forever. I had dreadful expectations. Here, I am extremely grateful. Your Lost and Found person took my panicked phone call and said: "Don't worry, this is Pittsburgh."
How right she was!

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235

ACAA

Michele

Cheryl

Michele and I were on our way back from airside after lunch and we encountered a gentleman who had difficulty speaking English. He was standing at the people mover and seemed unsure of what to do. He asked Michele if he needed to take the people mover to get to a cab. Michele not only answered his question but she stayed with him and walked him to the commercial curb to make sure that he found a cab.

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234

ACAA

Dave P.

Marc B.

A customer called Dave and reported he forgot his binder and I-Pad on the Landside arrivals curb. Dave took it upon himself to help by using the CCTV camera system to monitor and locate the binder and I-Pad on a bollard barrier outside the arrivals curb by door #2. An ACPD officer was dispatched to the scene to retrieve the items.The customer was contacted on his call back number and told the items were found and could be claimed at the Airports Landside Police station.

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233

Airlines

Joyce B.

Chris

The most above and beyond experience I’ve had with air travel... ever! After my flight got cancelled in PIT, I was able to book a flight with another airline for the weekend going the opposite direction. Unfortunately I had checked 2 bags and there was already a line of 20 ill-tempered people at the gate. I had to take the tram back to the baggage claim area where I explained my situation to Joyce B. who calmly walked me through what needed to happen and radioed co-workers to get the bags moving. Due to the departure time of my flight to BOS, I had to leave to get to the gate before the bags arrived and left my info with Joyce before running to the security line. Upon arriving at the gate I got a call from Joyce stating that she had my bags and was going to get them to their destination. I can’t thank Joyce and the rest of the team enough for making it happen for me!

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232

Airlines

Ed G,

Lynn R.

My family is in southeastern Ohio, so we would pick one of your flights depending on the available fares and times; either Columbus or Pittsburgh. My mother passed away on January 6, so we flew into Pittsburgh on Jan. 8. We had not made any return reservations. In the meantime, my daughter had used my computer to get her return flight out of Columbus on the 11th. On Thursday, the 12th, I made a return reservation to Orlando. When we arrived in Pittsburgh on the 14th, we found that I had made the reservation to depart from Columbus instead of Pittsburgh. I could not believe what I had done! I just didn’t know what to do, but asked if we could get a flight from Pittsburgh. Your employee, Ed, was the agent we had picked to check in with. What a blessing this was for us! Within just a few minutes, he had found us a flight from Pittsburgh, and changed our flight for us. We actually ended up back in Orlando earlier than we were expecting. Your employee, Ed, in Pittsburgh is one of the most fantastic people I have ever encountered. I just don’t have the words to tell you how much we appreciate his help – I wish I could.

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231

Airlines

Ed G.

Lynn R.

I left my phone on the plane and didn’t realize it until I was home in Morgantown WV. I called Pittsburgh and talked with Ed in baggage claim. He immediately contacted the 2 cities the plane went to after Pittsburgh. He gave them my phone number and description of the phone and asked them to please call me if it was found when the plane was cleaned. The next day when he arrived at work he decided to check the found items in the computer and noticed one that matched my description on the plane I was on. He called to make sure I had been contacted. When I told him no I had not be contacted LAX and got them to take care of the situation. If it wasn’t for Ed I wouldn’t have gotten my phone back so promptly if at all. I am glad there are honest people working for your company who take their jobs seriously and care about their customers. Thanks Ed!

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229

Airlines

Peggy R.

Lynn R.

Yesterday evening after landing in Pittsburgh from Baltimore, I realized that I didn’t have my wallet. I remembered that I had put it in the seat back pocket, and with that, made a dash back to the landside terminal, to the ticketing level to find an agent to help before the flight departed for Chicago. I ran to the ticketing desk, somewhat frantic, and did my best to relay my problem & flight info. After figuring out what flight and gate I arrived at, Peggy calmly made a phone call, talked it through with the gate agent. Five minutes later, the wallet was found. Peggy then went through Security, hopped the 2 minute train, made the 5 minute walk to the gate, retrieved it, turned around and handed me my wallet. This is “customer service." Not to be lost in all of this. Peggy and I made some small talk and I asked how her day was going. She relayed her car trouble that morning (that required a tow) which made her late for work, so really, she wasn’t having the best of days. But never did her bad day make mine any worse! Thanks again Peggy! Hope your car gets fixed soon!

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228

Airlines

John W.

Lynn R.

My wife and I were scheduled to depart on a 5:30pm flight to Midway Airport, where we were to connect to Las Vegas. John saw our final destination as Las Vegas, and called my wife to alert her that there was a 4:55 pm direct flight to Las Vegas with seats available. He offered to switch us to that flight to avoid potential weather delays in Chicago. That was very thoughtful of him to do that and saved us a lot of time and hassle. In 30 years of flying I have never had that kind of proactive, helpful notification (I have received plenty of cancellation and delay notifications). When we arrived at the airport, John and his staff were ready to assist us and expedite our ticket switchover, including having our boarding passes already printed and ready to go. We were very grateful for their thoughtfulness and assistance!

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227

Airlines

Peggy R., Lynn R.

Nick D.

My luggage was damaged on a flight to Las Vegas. I was informed of several options, and being that my luggage was part of a brand new 3-piece set, I did insist on an exact replacement. I was told my best bet was to go to the PIT Southwest office after landing back in Pittsburgh at the end of the trip. I landed and got my luggage late Sunday night, actually after midnight. Peggy was the only one working that late on this evening. Although she was new to the baggage office, she apologized for not being an expert at the new position in the baggage office, but was unbelievably professional and competent. She actually went out of her way to call her supervisor Lynn R. at near 1 am. Lynn, who was also great, was more than willing to help us figure the proper procedure, even though we had woken her up. We quickly resolved the issue. I was given a bag to take my belongings home in, and amazingly, by the very next afternoon (about 12 hours later), I had already received a call that my brand new, exact replacement was at the airport and available to be picked up. Luckily, I work just a few miles from the airport, and was able to run over this very next day and pick up the replacement, which was the correct model and size. I just wanted to let you know that this problem was turned into a very pleasant experience by all parties involved. I hope that they can be recognized for outstanding customer service, because as I mentioned, this experience (which seemed like a nightmare at the very beginning) couldn’t have gone smoother or have been handled any better. Thanks.

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226

Airlines

Joyce B.

Lynn R.

I traveled from Indianapolis IN to Pittsburgh PA thru Baltimore MD. I left my ipad wireless keyboard in the seat back pocket on the fight from Indy to Baltimore. I did not realize I did so until I was on my flight from Baltimore to Pittsburgh. When I arrived in Pittsburgh I had the pleasure of speaking with Joyce and she did everything possible to track down my keyboard. She was kind enough to call me later in the evening to let me know she thought the keyboard was in Baltimore and I would be hearing from Jennifer w/ Baggage Services in Baltimore. Working with Joyce was a pleasure. She was kind, friendly hardworking, dedicated and was willing to do whatever to assist me. THANK YOU Joyce for your kind service and willingness to help!

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225

Airlines

Shirley J.

Lynn R.

I wanted to thank Shirley for all of her help on Monday at the Customer Service Office. If not for you, Shirley, I believe that my son would be waiting a very long time to get his IPad back, if at all. We were devastated when he discovered he left it on the plane. You went out of your way to not only help us but to empower us by giving us phone numbers so that we could make the right calls and locate the IPad ourselves. We had it back 2 days later.
Our family has been fortunate enough to come into contact with you on two separate occasions and both times your customer service has been over-the-top excellent. You made us feel like we were the most important people in that airport. We are so lucky you were working that day. Your company is very fortunate to have someone so skilled in providing great customer service.

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224

PilotGroup

Joyce B.

Diane G.

Last month as I was traveling for business I carelessly left my IPod behind on a Southwest flight. I didn’t realize it until I was already on my next flight home to Pittsburgh. I was directed to baggage claim at PIT where I reported the lost item to Joyce. She followed procedure and processed the claim. She then told me she would dedicate some time to tracking the plane I’d left it on and calling the airports it made stops at. All the while I had left the airport but she called me with updates. Eventually her actions paid off and she located my IPod. I am so appreciative of her efforts and do not believe I would have seen it again had she not gone above & beyond. Thank You.

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223

PilotGroup

Shirley J., Vikki K.

Lynn R.

I want to compliment all the people involved with locating and returning my “lost” baggage!! When boarding my flight in Jackson MS there was not enough overhead space so my carry on suitcase had to be checked in at the last moment. I did not know this would happen so I did not put an ID card on my case. When I got to Pittsburgh, my case was missing. The lady that filled out my claim was very nice and helpful. When I called the next morning to find out the status, the lady on the phone was very nice and helpful also. Then I received a call stating they located my case and it would be delivered to my location. She too was very nice. Then a gentleman called me last evening to confirm directions to my location. He was truthful and said it would be very late when he would be delivering my case and for me to sign the form given to me when I made the claim and he would leave the case for me and not wake us up. When I woke up this morning my case was on my doorstep! Everyone was so nice and helpful!

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222

PilotGroup

Sonia H.

Lynn R.

After our flight got delayed a couple of hours Sonia put us on the next flight available, which was at 9:15 (flight number 189). My sister and I were both very frustrated. I really appreciate that Sonia took the time to keep looking for other flights that would leave Chicago at an earlier time. She ended up getting my sister and I on a flight at 8:20. She showed great customer service and we think she should get some recognition for her efforts. The fact she helped us out so much, makes me willing to keep flying Southwest.

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221

Airlines

Jim C.

Jeff M.

I was flying Southwest Airlines from Pittsburgh to BWI and as I was heading for my flight I realized that I did not have my wallet. After not finding it in the seat area of the plane, I had the airline representative at BWI make contact with the appropriate person in Pittsburgh,which was Jim, who was informed of the gate number and approximate seat location that I was sitting at in Pittsburgh.
About a half hour later I received a call from Jim, who advised that he found my wallet under the seat area where I had been sitting. I told him that I would like my wallet sent to me by Fed Ex and shortly called him back with a Fed Ex account number to use to send me my wallet. The next morning the Fed Ex package with my wallet was outside the front door of our residence. All of my cards and money which was over ninety dollars was in my wallet. Jim sent a note with my wallet stating, “Glad to Help out. Thank you for flying Southwest”. Ihave flown in the past with Southwest and their employees have repeatedly demonstrated to me their commitment.

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220

ACAA

Kevin K.

Patrick O.

Kevin was walking in the terminal and saw a woman dressed as a sailor near a pay phone. She seemed to be upset so he walked over to talk to her and see what was the matter. She stated that the phone had eaten her new phone card that was given to her and it was the only way that she would be able to call home to her mom. He said that he would try and help her get her card out. He had some tools on his person and was successfully able to free her card from the phone. She was ecstatic about him able to do this for her and she said she would always remember him.

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219

Airlines

Tammy P.

Ray D.

My husband and I would like to thank Tammy and her supervisor Jim for their WONDERFUL customer service at the Pittsburgh PA airport ticket counter. We had to make some ticket changes, and they went out of their way to help us out, we are so grateful and wish to let Southwest know how well they treated us! Thank you so much.

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218

Tenants

Michelle

Tim L.

An elderly female guest at the Hyatt was ill and required medical assistance. When the fire fighters responded we found the patient walking around in her room and upon evaluation of her vital signs, we found some abnormal readings. We suggested she go to the hospital in an ambulance to be evaluated and she agreed. However, while waiting she stated that she had visited the Hyatt often due to her husband's business. She also said that her husband was currently on a business trip approximately three hours away.
The woman said she was having dinner alone that evening when she became ill. Michelle, her waitress at the Hyatt restaurant, was worried that the woman needed medical attention and urged her to return to her room and called for the ambulance. Michelle has frequently been their waitress during their stays and, they have apparently become quite close. While we were talking, Michelle and her boss, Zach, the restaurant manager, came into the woman's room to check on her. The woman expressed some worry about going to the hospital alone, and how she would return to the hotel once she was released. She didn’t want her husband to cut his business short and drive the three hours for what she was certain was a minor medical incident. Without hesitation, Michelle volunteered to leave her shift early and drive to the hospital to stay with the patient for as long as she was there and promised that she would not leave – and would even drive her back to the hotel once this ordeal was all over. Michelle’s manager, Zach, agreed to let her leave early as long as the other wait staff were not overtly inconvenienced by her absence. Michelle assured him that everything would be taken care of, and assured the woman that she would be at the hospital to be with her very soon.

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217

ACAA

Matt F.

Tim R.

Each interaction I have with Matt F. of the ACAA’s Finance Department I am confident it will be handled well. Many times I have questions about funds in a certain budget or need help with how the system works – Matt is always there to help with clear explanations of how things work. He helps me and my department become more efficient.

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216

ACAA

Jeff K.

Barry M.

The field maintenance asphalt routers can be difficult to handle for inexperienced employees. Jeff considered his fellow employees safety and noted a kill switch would provide a quick means to shut the equipment down in the case of an emergency. Jeff took a proactive measure and addressed the concern with Supervision and the mechanics. Kill switches installed on both unit which provide an additional safety feature to all employees required to use the equipment.

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215

ACAA

Robin F.

Anne F.

Robin encountered a woman who dropped her ID down under the tram. Robin called Bombardier to see if they could help.She then came airside to see if she could find the lady to tell her that Bombardier was lookin for it. Just as she arrived airside, Bombardier was coming up the escalator with it. The lady was quite impressed with the wonderful service.

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214

Airlines

Bill P.

Anne F.

US AIRWAYS employee, Bill P. from the ticket counter came to the transit level to look for a boarding pass and identification for a girl that lost both before going through security. He looked everywhere for it , said he was worried about her managing without it. It was a nice gesture because it was a busy time of day.

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213

ACAA

Tom D., Larry R., Don P., Paul G., Jamie M.

Jeff M.

After arriving in baggage claim a passenger dropped her Anniversary ring into the baggage belt. She contacted a Southwest baggage claim employee, who then contacted Airline Services. Four employees arrived and worked to find and return her ring. "I’m sure I pulled them away from something, but there was no grumbling whatsoever. They got down inside the conveyor looking for it. They never once made me feel as though I had done something silly, in fact, they made me feel like what they were doing was very important and, to me, it was very important. I want to let them know they had such a very positive impact on a passenger’s day and I wanted to let their supervisors know what a good job they did."

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212

PilotGroup

Danielle K.

Theresa P.

Just before Christmas, Danielle and I noticed two young men from the Military in the baggage claim area. It was obvious they were looking for change to use the pay phones. Danielle and I offered them the use of our own phones so they could contact their families and arrange a ride home. Just at that moment the family of one of the men arrived. The other man was talking to his father and we overheard that it would take this young man's father more than an hour to pick him up. Upon hearing this Danielle offered to drive the young man to town -- even though she had other errands to run that evening.

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211

ACAA

Lisa M.

Cheryl S.

Lisa and I were returning from lunch and stopped at a shop landside to purchase drinks. As we were waiting to checkout we encountered an elderly woman, who wanted to purchase a suitcase that was on clearance for 33% off the original price. After speaking with the cashier, the woman learned that were be an additional 10% discount. The cashier then began to ring up our drinks when the woman turned to Lisa and asked for her assistance. The woman asked if she had a calculator and if she could tell her what the price would be if it was discounted 43% off of the original price. The woman wanted to make sure that she was receiving the correct price. Lisa stopped to help the woman figure out the cost even though her lunch was getting cold. She very patiently used her phone calculator and figured out what the correct price would be. The woman went on to explain that she was waiting for her granddaughter who was a dancer. She said that this suitcase was expensive but, she wanted to surprise her granddaughter. Lisa went above and beyond to help this customer. When we left, the customer felt confident that she was going to pay the correct price and she was very grateful that Lisa took the time to help her. In fact, she kept thanking Lisa for helping her.

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210

ACAA

Mike M.

Greg K.

A customer had brought a cooler of groceries as luggage and it was placed onto the belt system without having the lid secured. The lid fell off spilling the contents onto the belt system. Along with several of his co workers they were able to locate the cooler and most of the content. They put all the groceries back into the cooler then took it to TSA at the oversize check in and had it checked and placed back on the baggage belt. We also arranged to have an airline employee await the cooler and run it to the aircraft before departure time.Mike was proactive and adaptable to be sure that one of our customers who entrusted us with their belongings arrived at their final destination with their belongings. He also used his knowledge of the belt system and the airlines schedule to be successful. The result was another pleased and happy customer.

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209

ACAA

Mike M.

Greg K.

A customer had brought a cooler of groceries as luggage and it was placed onto the belt system without having the lid secured. The lid fell off spilling the contents onto the belt system. Along with several of his co workers they were able to locate the cooler and most of the content. They put all the groceries back into the cooler then took it to TSA at the oversize check in and had it checked and placed back on the baggage belt. We also arranged to have an airline employee await the cooler and run it to the aircraft before departure time.Mike was proactive and adaptable to be sure that one of our customers who entrusted us with their belongings arrived at their final destination with their belongings. He also used his knowledge of the belt system and the airlines schedule to be successful. The result was another pleased and happy customer.

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208

ACAA

Bob B.

Greg K.

A customer had brought a cooler of groceries as luggage and it was placed onto the belt system without having the lid secured. The lid fell off spilling the contents onto the belt system. Along with several of his co workers they were able to locate the cooler and most of the content. They put all the groceries back into the cooler then took it to TSA at the oversize check in and had it checked and place it back on the baggage belt. We also arranged to have an airline employee await the cooler and run it to the aircraft before departure time.Bob was proactive and adaptable to make sure that one of our customers who entrusted us with their belongings arrived at their final destination with their belongings. He also used his knowledge of the belt system and the airlines schedule to be successful. The result was another pleased and happy customer .

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207

Tenants

Sam O.

Greg K.

A customer flying had brought a cooler of groceries as luggage and it was placed onto the belt system without having the lid secured. The lid fell off spilling the contents onto the belt system. Some of the groceries that were inside went through the x-ray machine and was summoned to the resolution room to be evaluated. Upon arriving in the Resolution Room Sam and his crew knew it must have fallen out of somebody’s luggage. Sam then called and met me at the ticket counter so that we could get it in the same cooler and on its way to its final destination. Sam was proactive and saw that the groceries were returned to their owner and that again another Pittsburgh customer would be arriving at their final destination happy.

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206

ACAA

Susan M..

Keith D.

A customer flying to Miami had brought a cooler of groceries as luggage. It was placed on the belt system without having the lid secured. The lid fell off spilling the contents onto the belt system. Susan found some of the groceries and called me to tell me about the problem. Along with several of her co workers they were able to locate the cooler and most of the content. They put the groceries back into the cooler then took it to TSA at the oversize check in and had it checked and placed again on the baggage belt. We also arranged to have an airline employee await the cooler and run it to the aircraft before departure time. Susan was proactive and adaptable to be sure that one of our customers who entrusted us with their belongings arrived at their final destination with their belongings. She also used her knowledge of the belt system and the airlines schedule to help Pittsburgh be successful. The result was another pleased and happy customer.

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204

ACAA

Matt B.

Jeff M.

Matt B. had been sent two designs for signs for the Holiday Chorus program. Matt does not normally print these signs, but when he got the file, he was quick to suggest a vinyl paper with an adhesive back to make the signs more attractive. After the signs were printed, Matt took the time to help me apply the signs to cardboard. The result was that all those involved with the program were properly recognized with great signs!

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203

PilotGroup

Beth H.

Jeff M.

There were issues with two signs that arrived for the Holiday Chorus program: one was missing and another was incorrect. When the errors were noticed, Beth was asked to produce two new signs. Beth not only quickly made two, beautiful signs, she recommended that we make them larger than normal and utilize the printer in the Engineering and Construction Department. The result was that all those involved with the program were properly recognized!

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202

Airlines

Ed G.

Constance H.

With no Skycaps available I didn’t know what I was going to do as I cannot lift my baggage to get it off the belt or on/off the parking shuttle bus. I asked your employee, Ed G to grab my bag off the carousel and what I should do. I asked about skycap and said the only thing I can think of is to try to find one at departures, etc. He really stepped up to the plate and offered to hold my luggage while I got my car and brought it around. Again, it was one of your employees who I asked for help He called and got me a skycap.

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201

Airlines

Joyce B.

John S.

Just want to compliment your employee Joyce. We had missed our flight due to car problems. She did everything she could to get us back on an available flight. She was friendly courteous and just down-right awesome. She did an excellent job representing your company.

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200

Airlines

Reggie O.

Suzanne B.

Southwest Airlines employee, Reggie at PIT boarding desk in PIT was very professional, kind and courteous to everyone including myself on this completely full flight to TPA. He was exemplary!

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199

Airlines

Lynn R.

Lynn is an outstanding supervisor. My husband and I were planning to fly from Pittsburgh to Tampa on flight #1569, when his oxygen contractor failed to recharge its battery. Of course, we couldn’t board without oxygen. Lynn came to our gates and rescued. She called the paramedics and an ambulance. She then made notes in our file to fly home to Tampa, at no additional charge, whenever we had sorted out our dilemma. We flew home with a new concentrator and no problems. My husband was in serious trouble and Lynn was right there with all the solutions.

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198

Concessions

Laura M.

Fred L.

I have never commented about employees to a business in the past, but I am doing it now because of the unusual nature and excellence of the services which my daughter and I received. My daughter is 18 years old and just recently found the delight of reading, especially novels. We had two hours between flights, and she wanted to shop in your store for something interesting to read on the next leg of our journey.

My daughter found the Teenage Book Section and settled in to finding a book which was just right for her. One of your employees, Susan, noticed that my daughter seemed to be having some difficulty finding what she wanted. Susan engaged her in a discussion of other books she had read, and Susan, not being as experienced in new teenage books as the situation seemed to demand, asked my daughter if she would like to talk to another sales person, Laura, who had the expertise to answer her questions. Laura was at home, not working. The working relationship between Susan and Laura must be very good because Susan felt OK about calling her on the phone at home. Laura was, indeed, very willing to do this for my daughter, and the two of them chatted about authors and books for ten minutes. My daughter decided on the basis of the information which Laura gave her to purchase two books from your store.

I found the efforts and enthusiasm of both in helping my daughter just amazing. These women were more than sales people; they were akin to librarians. I left your store with a satisfaction not often found from retail establishments. I could not have asked for more from these two people, and I thought that you might like to know it.

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197

Concessions

Susan B.

Fred L.

I have never commented about employees to a business in the past, but I am doing it now because of the unusual nature and excellence of the services which my daughter and I received. My daughter is 18 years old and just recently found the delight of reading, especially novels. We had two hours between flights, and she wanted to shop in your store for something interesting to read on the next leg of our journey.

My daughter found the Teenage Book Section and settled in to finding a book which was just right for her. One of your employees, Susan, noticed that my daughter seemed to be having some difficulty finding what she wanted. Susan engaged her in a discussion of other books she had read, and Susan, not being as experienced in new teenage books as the situation seemed to demand, asked my daughter if she would like to talk to another sales persons, Laura, who had the expertise to answer her questions. Laura was at home, not working. The working relationship between Susan and Laura must be very good because Susan felt OK about calling her on the phone at home. Laura was, indeed, very willing to do this for my daughter, and the two of them chatted about authors and books for ten minutes. My daughter decided on the bases of the information which Laura gave her to purchase two books from your store.

I found the efforts and enthusiasm of both in helping my daughter just amazing. These women were more than sales people; they were akin to librarians. I left your store with a satisfaction not often found from retail establishments. I could not have asked for more from these two people, and I thought that you might like to know it.

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196

Airlines

Ryan P.

Last Saturday, I flew to Pittsburgh for a business meeting. I was meeting up with a colleague an hour after my flight arrived, and didn’t even thinking about claiming my piece of luggage while I waited in the airport. After realizing my mistake, I ran to baggage but unfortunately, my bag was nowhere to be found. Feeling foolish and stressed, I proceeded to the Southwest baggage office. There I was helped by Ryan. He immediately helped me solve my problem by identifying a bag that looked like mine and that would have been on the baggage carrousel at the same time as mine. He then very professionally contacted the person whose name was on this bag, helped them to realize they had taken my luggage and arranged for them to return it and exchange. This may have been a part of his everyday job responsibilities, but he did it in such a way that it made me feel respected and a valuable customer.

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195

Airlines

Sonia H.

Jessica W.

I did not have a reservation with Southwest airlines today. My husband and I were given a wedding gift with another company unfortunately that changed our flight and never notified us of the change. In turn we missed our honeymoon. However, Sonia and the gentleman at the desk this morning did everything in their power to try and help us get another flight to Jacksonville this morning so we could make our flight. Unfortunately they weren’t able to find anything for us. But when they heard the situation they went above and beyond to find a company to get us a flight on when their last flight booked up too quickly. It meant a lot to us that these two strangers helped a young couple try to make our honeymoon. I can’t express enough how helpful they were and I really hope they are rewarded in some way for this. I am pleased to see that there are companies that rate customer service as high priority over everything else. Thank you so much both Sonia and your co workers.

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194

PilotGroup

Robert P.

Barry M.

One of the microwaves at the Field Maintenance lunchroom was inoperative. The microwaves are especially important during winter operations when we’re attempting to keep the crews fed in an expeditious manner. Pete noted the situation during his daily routine and in a proactive manner, suggested we should try to “reboot” the unit. Sure enough, by simply unplugging the microwave for one minute, the malfunction cleared and has worked properly since. A very satisfied customer who did not incur the expense of replacement and a strong relationship made even stronger as we continue to appreciate the excellent relationship and value of our vendors.

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193

ACAA

Tom T.

Cece

Marilyn from the Salvation Army had been using an older chair while working on the Transit Level. Through speaking with her from time to time, she mentioned her desire for a new chair that would provide better support for her. Through another conversation I had a with Tom T., I mentioned the situation to him. Within 24 hours Tom made sure Marilyn had a new chair that provided her the help she needed. Through Tom’s quick, thoughtful actions, he was able to help someone who does so much good work for others.

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192

Airlines

John W.

Andrea C.

I am writing to express my sincere thanks to Customer Service Supervisor, John W. I recently found myself in quite the pickle when trying to check-in for an early morning flight, and I cannot thank John enough for quickly & calmly resolving the issue for me. Though the situation was caused by my own error, John made every effort to ensure my day’s schedule was not affected and I was able to continue with business as planned.

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191

Airlines

Tammy P.

Fontella M.

My day started off so wrong when my flight was cancelled. I called the 1-800 number to try to be rebooked to another flight and the agent over the phone stayed on the phone with me for at least 30 minutes. While I ran all over the airport back and forth between the ticket counter and security. According to security I was not allowed to board with the passes I was given and was sent back again. Unfortunately I missed the new flight and the next available one wasn’t until 6:40 A.M. I was stranded with no money for the next 16 hrs. Thankfully, Tammy at the ticket counter worked hard to make sure I was situated and comfortable under the circumstance. I can’t explain how defeated I felt and she turned my day around. It was very busy at the counter dealing with the the cancelled flight customers as well as regular customers, but yet Tammy continued being very pleasant to myself and the other customers. I still won’t fly out until tomorrow but I’m in a much better place emotionally about it. People like Tammy are the reason I continue to fly with Southwest! Thank you guys for making a sad girl smile again!

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190

Airlines

Debbie T.

Fontella M.

My day started off so wrong when my flight was cancelled. I called the 1-800 number to try to be rebooked to another flight and the agent over the phone stayed on the phone with me for at least 30 minutes. While I ran all over the airport back and forth between the ticket counter and security. According to security I was not allowed to board with the passes I was given and was sent back again. Unfortunately I missed the new flight and the next available one wasn’t until 6:40 A.M. I was stranded with no money for the next 16 hrs. Thankfully, Debbie at the ticket counter worked hard to make sure I was situated and comfortable under the circumstances. I can’t explain how defeated I felt and Debbie turned my day around. It was very busy at the counter dealing with the the cancelled flight customers as well as regular customers, but yet she both continued being very pleasant to myself and the other customers. I still won’t fly out until tomorrow but I’m in a much better place emotionally about it. People like Debbie are the reason I continue to fly with Southwest! Thank you guys for making a sad girl smile again!

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189

Airlines

Southwest

Michele

I want to thank Judy, Lynn, and Peggy for all their help getting me to California, after missing my original flight, for my mom's 80th birthday party. My mother had triple-bypass surgery in the summer so it was very important to me to be there to help her celebrate her birthday. Thanks to you three wonderful ladies I was able to do just that. I will never forget all you did to see that I was in California for that special occasion. Thanks again!

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188

Airlines

Shirley J.

Mike

I would like to thank Shirley, of Southwest, who did a superior job! I appreciated her time, patience, and the kindness she bestowed on me. Shirley made me feel so comfortable under such a stressful situation. She made the environment extra pleasant! Thank you for the special attention.

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187

Concessions

Crystal

Jessica M

Since joining Godiva, Crystal -- who has lots of energy and passion -- has made many positive changes and there is great team morale. A TSA manager and Operations Manager commented on how great the store has been since Crystal has joined the team.

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186

ACAA

Nancy S.

Stephanie S.

A co-worker was involved in a serious accident and Nancy coordinated a blood drive to assist him and the Central Blood Bank to provide needed blood. Nancy acted quickly to the identified need and was able to work through the coordination and set up of the blood drive. The blood drive gave the employee's co-workers and family reassurance and comfort. The result was a successful blood drive that not only helped a co-worker but the community with 36 donors.

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185

ACAA

Jim S.

Rege O

A distressed passenger came off the passenger train on landside and Jim recognized she needed help. She said she had lost her purse. Jim took her to the main checkpoint and involved the TSA and the County Police. Through video they were able to see where the woman left the purse on the train. Jim escorted the woman to the plane and through the help of the county police was able to return the purse to the passenger.

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184

Concessions

John P.

Jessica M.

John of Xpresspa found a phone charger in his store and realized which customer may have left it there. John went outside his job duties, tracked them down at their gate, and made sure they got their phone charger back.

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183

Concessions

Sheila B.

Jessica M.

This morning a market researcher saw Sheila of Travelex at Airside notice an older woman who had left her change purse at home and did not have any money with her. Sheila understood the issue, talked to the customer, and bought the woman a cup of coffee.

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181

Tenants

Phil S.

Anne F.

A woman, who only spoke a foreign language, was very upset in security because she could not navigate the airport. She was shaken and scared and the problem was worsening.Phil took the initiative to calm the woman, then gathered her belongings for her and escorted her to the gate. The result was a smiles and smiles all the way to the gate.

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179

Airlines

Mary Jane M.

Anne F.

A passenger's original flight was cancelled. His original airline booked him on another flight on a second airline. This itinerary, however, did not work out for him because he had to be at a connecting city at a specific time to pick up his Grandson before they both moved on to Houston their final destination. Therefore, the gentleman rebooked his flight through a third airline, but was having a difficult time tracking down his bags with the second airline. Mary Jane, who works for the first airline, was able to locate his bags and make sure they checked through on her airline to Houston so that the bags and the Grandfather and Grandson would all arrive at the same time.

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177

ACAA

Bob C.

Tom E.

Last week I left my laptop computer in one of the trays at the security checkpoint. When I finally realized what I did, I called the airport and spoke to Bob. It was a great experience! In my job we train our service employees to treat each and every customer with respect and courtesy -- I would give my right hand for 38 Bobs! He was completely customer savvy and very courteous. He found my laptop and explained to me how it would be returned. Thank you and compliments to Bob for his true professionalism.

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176

ACAA

Robert M.

Barry M.

ACAA mechanic Robert M. was proactive by noticing a small rust trail on the ladder base which is mounted on the top of the vehicle (Fire Department Ladder Truck #19), approximately 12 feet in the air. Robert M. not only noticed the deviation but continued to investigate and found what he believed to be a crack in the weldment. The ladder truck was sent out for inspection to have the welds checked and the discovery was indeed a crack, requiring professional repair.
The result was: A very satisfied ACAA Fire Chief then said, "This find could have prevented a catastrophic failure." Although we dont fully know what accident or incident was prevented or life(s) may have been saved, we're all very appreciative that Robert cares enough about the small things to make sure we never will.

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175

ACAA

Rob

Marc B.

I am writing to commend Rob on for an excellent job. During this night we had inclement weather up and down the East Coast creating many diversions here at PIT both International and Domestic combined with Alerts and the day-to-day Operations with minimal personnel on duty.
Throughout the night, Rob's work ethic was tested, and his willingness to help, made our demanding positions more manageable. The situation called for Rob to monitor several different radio frequencies at your assigned position, dispatch the appropriate personnel when needed, and answer numerous customer service calls with extreme accuracy and efficiency. Also during the entire event, Rob consistently checked in with us to see how he could help and took on extra duties while relaying all pertinent information to Operations. The information and help provided by Rob was exemplary.
It is our privilege to work with someone like Rob who is competent, dedicated, and willing to work as a team member to achieve the overall goal. Rob is an asset not only to Air Comm and the Operations Department but also to the Airport Authority as a whole.

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174

ACAA

Stephanie L.

Marc B

I am writing to commend Stephanie on the excellent job that she performed. During a night of inclement weather up and down the East Coast creating many diversions here at PIT both International and Domestic combined with Alerts and the day-to-day Operations with minimal personnel on duty.
Throughout the night, her work ethic was tested, and her willingness to help, made our demanding positions more manageable. The situation called for her to monitor several different radio frequencies at her assigned position, dispatch the appropriate personnel when needed, and answer numerous customer service calls with extreme accuracy and efficiency. Also during the entire event, she consistently checked in with us to see how she could help and took on extra duties while relaying all pertinent information to Operations. The information and help provided by her was exemplary.
It is our privilege to work with someone like Stephanie who is competent, dedicated, and willing to work as a team member to achieve the overall goal. She is an asset not only to Air Comm and the Operations Department but also to the Airport Authority as a whole.

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173

PilotGroup

Paul S.

Marc B.

I am writing to commend Paul on the excellent job he performed during a night of inclement weather up and down the East Coast creating many diversions here at PIT both International and Domestic combined with Alerts and the day-to-day Operations with minimal personal on duty.
Throughout the night, Paul's work ethic was tested, and his willingness to help, made our demanding positions more manageable. The situation called for him to monitor several different radio frequencies at his assigned position, dispatch the appropriate personnel when needed, and answer numerous customer service calls with extreme accuracy and efficiency. Also during the entire event, Paul consistently checked in with us to see how he could help and took on extra duties while relaying all pertinent information to Operations. The information and help provided by him was exemplary.
It is our privilege to work with someone like Paul who is competent, dedicated, and willing to work as a team member to achieve the overall goal. Paul is an asset not only to Air Comm and the Operations Department but also to the Airport Authority as a whole.

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172

PilotGroup

Dawn R.

Jeff M.

There were many potential issues with the National Veterans Wheelchair games that invovled parking, bus transportation, etc. Dawn did a fantastic job of developing and coordinating a transportation plan. There were no issues regarding transportation on either weekend of the National Veterans Wheelchair Games. That’s incredible considering there were an estimated 400 participants and 300 volunteers coming into the airport -- not to mention a rotation of 22 buses. Dawn's ability to understand the needs of the passengers and how to facilitate their needs in a way that made sense for the passengers created the base for a very successful arrival and departure of the athletes.


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171

Tenants

Pat M.

Ed M.

During departure day for the Wheelchair games a representative from Continental was not present at the temporary check in location. I went to their ticket counter and spoke with Pat. She was unaware of any arrangements that were in place to accommodate the athlete, but she took it upon herself to do it. However, she also had other duties to do and ended up going back and forth between the temporary counter to their ticket counter to print boarding passes and luggage tags. She would also wheel the luggage to their belt. This went on for most of the day. By doing this, she helped the athletes and their families by making their experience at the airport less stressful, while being able to complete her regular duties.

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170

ACAA

Tracey C.

Jeff M.

Tracey volunteered to help with the National Veterans Wheelchair Games but what was explained to her in orientation was completely different than the assignment she got when she arrived here. Nevertheless, Tracey was not fazed and took it upon herself to manage the airside team and did so in outstanding fashion. The following Sunday, Tracey was given the same assignment but with a week’s preparation she was even smoother – which I didn’t think was possible. Then Tracey volunteered to stay on an extra long shift because she knew that help was needed.

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169

ACAA

Ralph W.

Jeff M.

On the Friday afternoon before the start of the National Veterans Wheelchair Games, members of the VA Hospital informed me that a banner was arriving and needed to be hung. Additionally, this banner did not meet the normal specifications. Since the athletes were arrving the next day, the banner needed to be hung ASAP. Sandy K. and Ralph W. were at the end of their shifts, but with no complaints, came up with a solution, and moved quickly to get the banner hung. It made a huge difference not only to the look of the airport, but it showed the athletes and employees from the VA Hospital that the ACAA cared about the Wheelchair Games.

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168

ACAA

Sandy K.

Jeff M.

On the Friday afternoon before the start of the National Veterans Wheelchair Games, members of the VA Hospital informed me that a banner was arriving and needed to be hung. Additionally, this banner did not meet the normal specifications. Since the athletes were arrving the next day, the banner needed to be hung ASAP. Sandy K. and Ralph W. were at the end of their shifts, but with no complaints, came up with a solution, and moved quickly to get the banner hung. It made a huge difference not only to the look of the airport, but it showed the athletes and employees from the VA Hospital that the ACAA cared about the Wheelchair Games.

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166

ACAA

Jamie C.

Jeff M.

Due to some last minute changes for the National Veterans Wheelchair Game, it became apparent that training for lift teams would occur in the Airmall Conference Room in the Airside Terminal. However, no television or DVD player was in the room. I called Operations on a Saturday evening and explained that I needed a TV moved from the Communications Department to the Airmall Conference Room. Ops said “no problem.” Within in minutes Jamie and Steve were Landside and ready to move! This was a small problem, but it was late and on a weekend and it had to be done. Jamie and Steve were not only quick, but friendly and happy and took the time to ask if there was anything else they could do.

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165

ACAA

Steve H.

Jeff M.

Due to some last minute changes for the National Veterans Wheelchair Game, it became apparent that training for lift teams would occur in the Airmall Conference Room in the Airside Terminal. However, no television or DVD player was in the room. I called Operations on a Saturday evening and explained that I needed a TV moved from the Communications Department to the Airmall Conference Room. Ops said “no problem.” Within in minutes Steve and Jamie were Landside and ready to move! This was a small problem, but it was late and on a weekend and it had to be done. Steve and Jamie were not only quick, but friendly and happy and took the time to ask if there was anything else they could do.

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161

ACAA

Rich D.

Scot B.

I was driving an ACAA vehicle that was low on gas. I stopped at field maintenance where Tom H. filled the gas tank and checked the oil. When he closed the hood, he noticed that it would not close properly and directed me to the mechanics. It was late and close to quitting time, but Bo M. offered to take a look at the vehicle and began to work on the problem. It was not an easy fix. Shortly after Bo began work, Rich D. walked past and offered to help. The result was that by working together and spending a few extra moments the vehicle was ready to go for another employee the next day instead of spending time out of service for repair.

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160

ACAA

Bo M

Scot B

I was driving an ACAA vehicle that was low on gas. I stopped at field maintenance where Tom H. filled the gas tank and checked the oil. When he closed the hood, he noticed that it would not close properly and directed me to the mechanics. It was late and close to quitting time, but Bo M. offered to take a look at the vehicle and began to work on the problem. It was not an easy fix. Shortly after Bo began work, Rich D. walked past and offered to help. The result was that by working together and spending a few extra moments the vehicle was ready to go for another employee the next day instead of spending time out of service for repair.

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159

ACAA

Bob C.

Michael R.

I was hoping to be able to recognize Bob C. in the Lost and Found area of the Airport. My son shipped out to Army Basic Training on the 29th of June. The new young Soldier left his in-processing packet at the military courtesy room at the airport. The packet has every document the new Soldier needs. He arrived at Fort Benning without it. He called me in a panic and I called Lost and Found at the Airport. A person by the name of "Bob" answered the phone. After about 20 minutes.....Bob called me back...packet in hand.... Bob saved my son from having to reconstruct his entire military packet. I wish I had gotten Bob's last name but please pass on my Thanks. He went above and beyond to help a brand new Soldier and also kept this old Soldier from having to worry.

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158

Tenants

Mike

Kerry O

I am writing to you to express our gratitude towards Mike, from Continental Airlines, who helped us find a missed flight to Houston after we watched the airplane take off from the window. He was very courteous and helpful while finding us a flight through Cleveland to Houston. We commend him for his efforts and excellent service at Pittsburgh International Airport.

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157

Tenants

Edwin

Kerry O

I am writing to you to express our gratitude towards Edwin from Continental Airlines, who helped us find a missed flight to Houston after we watched the airplane take off from the window. He was very courteous and helpful while finding us a flight through Cleveland to Houston. We commend him for his efforts and excellent service at Pittsburgh International Airport.

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156

PilotGroup

Jetway Crew

Len B.

The refurb crew took it upon themselves to initiate a sustainability action. I was notified by (electrician ) Dan Coleman and crew of a potential savings by upgrading and utilizing parts of the existing lighting timer system. Working together with Facilities mtc. We are applying our in house talents to ucomplete yet another sustainability project. While this project is undergoing completion ,the crew will see to it that unnecessary lighting is turned off .

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155

PilotGroup

Tom Getty, Tom Diehl, Larry Rape, Galen Hatcher

Jamie Myers

A Delta agent lost her Delta ID badge on the International recheck line. Our guys searched the line and found it in between the first load belt and the next belt. They had to take off the stainless sides to retrieve the badge.
It took about an hour but they made a Delta agent very happy.

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154

ACAA

Joel G.

Barry M.

A Customer (Internal or External) had the following issue/problem: The ACAA gasoline fueling pump system was inoperative and the technicians were unable to diagnose the problem. They suggested using another tech to verify an unrelated portion of the system to assure it was functioning properly.


Using “Resiliency Edge” tools - including adaptability, engagement, optimism, pro action - to solve their problem, the employee addressed the issue/problem in the following manner: Our electronics department was able to quickly supply us with two of technicians, who within a few minutes of engaging the problem, found the solution and restored the system to working condition.



The result was…: A repaired system and very happy and satisfied Field Maintenance department. An added bonus was a conversation that began on the good work received in this problem, lead to comments on the overall satisfaction of the entire electronics department. Job well done and much appreciated!

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153

ACAA

Donald F.

Barry M.

A Customer (Internal or External) had the following issue/problem: The ACAA gasoline fueling pump system was inoperative and the technicians were unable to diagnose the problem. They suggested using another tech to verify an unrelated portion of the system to assure it was functioning properly.


Using “Resiliency Edge” tools - including adaptability, engagement, optimism, pro action - to solve their problem, the employee addressed the issue/problem in the following manner: Our electronics department was able to quickly supply us with two of technicians, who within a few minutes of engaging the problem, found the solution and restored the system to working condition.



The result was…: A repaired system and very happy and satisfied Field Maintenance department. An added bonus was a conversation that began on the good work received in this problem, lead to comments on the overall satisfaction of the entire electronics department. Job well done and much appreciated!

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151

Tenants

David D.

Jeff M.

A traveler had lost their phone and travel papers and came to David for help. He helped look for the items and found them behind a chair in an adjacent room. The traveler was very thankful and said that David had “saved the day!”

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150

Tenants

Sandy S.

Jeff M.

A veteran came into the military room to ask for some Kleenex. He began telling a story to Sandy about his son who had been killed in an airplane accident only one week prior. He was traveling to claim the remains of his son. Sandy gave him Kleenex and offered her condolences to the man. She listened to him and told him he could bring his family into the room and offered him water, coffee and snacks. He was very thankful for the time she took to listen to him.

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149

Tenants

Eric H.

Jeff M.

A customer didn’t have enough money to pay for parking; they had no money, checks or credit cards. The cashier in an exit lane told the customer that it wasn’t his problem, and that he was holding up traffic in the lane. Eric came to the customer and told him that he could call someone to use their credit card to pay for the ticket. All Eric needed was a driver’s license or name and address along with the card’s information. The customer was thankful because he thought he was going to be stuck and not able to leave the lot.

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148

Tenants

Gary S.

Jeff M.

A traveler had forgotten to leave his pocket knife at home and was going to have to discard his expensive knife to be in compliance with security measures. Gary was able to give the customer an alternate to losing his knife by offering to mail it to the traveler’s home. The customer was appreciative.

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147

Tenants

Tyler W.

Jeff M.

A traveler’s flight had been delayed which caused him to miss his connection flight. He was irritated, stressed out and hungry. Tyler recognized how upset he was and engaged him in a conversation. He asked the customer how he was doing, and he gave a very honest answer. Tyler was pleasant and listened to him, and also fed the customer. He helped him relax and take his mind off the situation. The customer thanked him and was so pleased that he e-mailed the company commending Tyler on his above average service.

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146

Tenants

Paul G.

Jeff M.

A customer came to Paul looking for some tools that had been lost on the belt system. Paul told him that he would stop the belt to look for the tools once the bags were done coming off the line. In the meantime, Paul told the customer to let him know if he needed any tools, that he would help him find some to use until his were found. The customer was pleased with Paul’s extra efforts

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145

Tenants

Jim V.

Jeff M.

A couple and their young daughter were traveling through the airport and could not find the Frontier Airline ticket counter. They came to Jim for help and he not only told them where it was, but walked them to it so they would not get lost along the way. They were very thankful that Jim took the extra time to walk with them.

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144

Tenants

Shantell W.

Jeff M.

A vegan customer was upset because there are very few places that serve vegan food in the airport. Wanting to help, Shantell not only named the vegan items on the menu, but also told her about items that she could make specially for her. The customer was very pleased and said the food was great.

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143

Tenants

Pat D.

Jeff M.

A lady was upset because she could not find her aunt who was arriving soon and was in a wheelchair. Pat empathized with her and checked the airline and used the public address service. Then he went to baggage and notified airport security and police. Though it took an hour of his time, the pair finally found the aunt and the customer was very relieved.

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142

Tenants

Darlene C.

Jeff M.

A man came to Darlene for help because he needed to get to his gate because his flight was leaving soon, but he was having trouble walking anymore. To help him, Darlene left her kiosk and ran to the gate to let the gate agent know the gentleman’s situation. Then she found him a cart and a driver to get him to the gate. The passenger was very happy and thankful.

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141

Tenants

Jessica M.

Jeff M.

Jessica helped a few travelers who couldn’t find their flight on the screen. The travelers had asked the airline for help but they said they couldn’t help them and they were worried they would miss their flight.
Jessica listened to their problem and walked to the screen with them, but could not find the flight herself either. She then walked around with them to find another airline employee who was very helpful to them. They thanked her for taking to the time to really help them

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140

Tenants

Brett S.

Jeff M.

A customer booked a car through another rental company but they did not have a car for them when they arrived at the airport. This customer then came to Brett’s counter and needed a car because the other company had sold out. Unfortunately, Brett’s company was also sold out of cars. So, he decided to rent the customer his company car so that the customer was not stranded at the airport all night.
The customer said that it was the most a company had done for him and he couldn’t believe Brett would give him his way home. Brett ended up taking a bus home for the night.

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139

Tenants

Robert C.

Jeff M.

A traveler lost their cell phone at TSA and their flight was leaving soon and came to Robert for help. He asked where they may have lost it and called TSA, who did have the phone. I told TSA that the customer had to leave soon and they had someone bring the phone to Robert and the customer. The customer was very happy that both Robert and TSA had helped so that they would not miss their flight.

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138

Tenants

Heather M.

Jeff M.

A few travelers were stuck in the airport for two days because of bad weather in Europe. Heather listen to them but remained optimistic and told them at least they would make it home for Christmas, as their flight was going out just in time to make it home on Christmas Eve. While they waited, they purchased Christmas gifts for their family members. They left the airport happy, despite their long delay.

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137

ACAA

Monica J.

Steve R.

3/16/2011 - Airside @ 12:35PM, a young couple with smart carte full of luggage was attempting to put toddler on the car down the escalators to the landside train.
Monica engaged conversation with the travelers and convinced them to use an elevator. She directed travelers to elevator location too.
Travelers thanked Monica, used the elevators as directed, thereby possibly avoiding an accident or injury.

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136

ACAA

Bob C.

Anne F.

An elderly woman was obviously distressed. She could not find her flight or gate.
Bob was proactive and engaged the customer, taking her to the departure board explained how the information worked. Bob then took her to the beginning of the concourse and pointed out her gate.
The result...a relaxed customer.

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135

ACAA

Kinsey

Anne F.

A lady left her Clinique purchase of a counter on airside. Kinsey was pro active, called Clinique got the phone number of the customer, called her and let her know she could pick up her purchase from lost and found.

Kinsey then provided lost & found with the lady's name and address and when she would pick it up.

The result was a very appreciative customer. When the lady picked up the bag she apologized for being forgetful. She left with a wonderful image of PIA.

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134

PilotGroup

Francie S.

Nino S.

A customer complained to an ACAA employee about having to wait for an escort from Hangar 1 to Atlantic Aviation. The employee was involved in two major emergency incidents at the time and did not have a person available to provide the escort. Operations personnel were all engaged in the incidents and Francie covered the EOC coordinating responses.
During a high paced and stressful environment; Francie handled the call in a calm and professional manner. She repeatedly explained the situation to the caller and addressed his concerns. She advised the appropriate parties of the matter alleviating further disruptions and misinterpretations.
Her ability to adapt to multiple emergency operations while handling a customer complaint exemplified the professionalism and commitment to providing safe operating environment.

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133

ACAA

Byron H

Anne F.

The customer left a camera in the gate area. They called from the plane. Byron came by the information desk. Since only one customer service representative was at the desk, they couldn't leave the desk unattended to look for the camera. Byron was kind enough to look through the gate areas (the flight was moved) Byron was very pro active - he even looked in the jetways. He also asked the cleaners to check the restrooms. The result was unfortunately - no camera. However the family was very grateful and said to be sure to thank Byron for his effort.

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132

ACAA

Anne F

Jeff M

Anne F. helped me locate and retrieve an attache' case that I thought was lost following my arrival in Pittsburgh from an overnight flight from Seattle on Wednesday.

Anne took the time after she finished he workday to contct and visit with personnel at the United Airlines baggage claim area, where the case was subsequently found. Anne then contacted me to assure me that it would be at the lam area where I could retrieve it, which my wife subsequently did.

I would like to make you aware of Anne's efforts which were very much appreciated and for which, I want to express my gratitude and thanks.

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131

ACAA

Jack B.

Jeff M.

I had scheduled a meeting at the ARFF for Wednesday, March 30.
Once Jack was informed of the meeting he went out of his way to make sure I had everything I needed to conduct my meeting. This included everything from making sure I had access to the AV equipment, the room set up properly to having clean coffee pots.
Jack made sure the proper personnel were notified to let them I know there was a meeting at the Fire Pit and since he couldn't be there, that someone would lock the access gates after the meeting.
Then the next day, Jack called to make sure everything went OK and to get some feedback.
By being proactive Jack was able to help me run a smooth and very effective meeting.
Thanks, Jack!

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130

ACAA

Byron H.

Jeff M.

On the morning of March 31, I receivd a message from a local military unit requesting I meet with him and a group of inspectors later that day. I was able to speak with the gentleman a bit later in the day, but the only information he had about the inspection was that the group wanted to hear how the ACAA and local military cooperated in dealing with the media in a time of crisis.
After the group arrived, I learned that the inspectors wanted to not only learn about how we carried out our duties during a crisis, but where this occured and what tools we had to acheive our goals.
I escorted the group to the airside terminal where, with no preparation, Byron was able to give the inspectors a detailed tour of our Emergency Operations Comand Center. From there I was able to explain my departments role.
By being flexible and adaptable, Byron was able to effectively communicate how well the ACAA works with its military partners in a time of crisis that the inspectors left feeling very good about the effective relationship between us and the military.

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129

ACAA

Beth H.

JoAnn J.

A lady and her two sons were getting on the escalator from ticketing to the checkpoint. One son was on board, the mom went to get the other son and herself on board and the second kid got spooked and did not want to get on. Too late. By that time the mom was on and then tried to get off but instead was in the middle of a split and very close to “wishbone snapping” her legs. Beth was right behind them and began assisting.
Beth reached out to give the woman a hand and the woman managed to get off the escalator with the nervous son. As she did that Beth explained and comforted her and showed her where the elevator was. The woman told Beth she lost her shoe. Beth ran down the escalator to get the shoe and told the other son to go back up and get the shoe back to the mom on ticketing.
The result was, Beth engaged the woman to help her off the escalator and was optimistic to give her direction to the elevator and was proactive to retrieve her shoe for her. All the while Beth said she knows what that is like because she has kids too. The woman was very stressed out and almost hurt herself. The result is everyone ended up safe and with shoes and ready to start their trip together!

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128

ACAA

Dennis M.

Dale P.

On March 4th ACAA employees were using runway brooms to clear Runway 28C of sand from winter operation. Dennis M. noticed one of the brooms which did not sound like it was operating correctly and removed it from service. Unknown at the time was a real problem. Dennis’ experience and expertise came into play when he engaged the problem and through his pro-active measures, prevented a much larger issue. Dennis quickly suggested they go back over the runway to inspect for potential FOD (Foreign Object Damage). His guidance produced a total of nine washers measuring 2” in diameter each, being removed from the runway. A potentially serious incident was avoided and he kept the Airport safe for future landings and departures.

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127

Tenants

Candy C.

Teresa O.

I would like to take this opportunity to commend Candy C. and the TSA staff for how a lost item of mine was handled on February 2, 2011. I discovered a diamond tennis bracelet was missing after returning to Columbus, Ohio. I had worn the bracelet that day but had been in three airports, too. I began trying to determine if anyone had turned it by contacting Delta, only to be told I’d needed to complete several forms online. I called the Columbus airport and received a recording. My hotel the prior night could not find my bracelet. I finally checked with the TSA website and found a phone number for Pittsburgh International Airport’s Lost and Found. My call was answered by the most compassionate woman, Candy. She was very patient with me as I described the item and carefully reviewed her list. To my amazement there had been a diamond bracelet turned in by the TSA that day! She went to secure the item and determined it was my lost, precious bracelet. It is so comforting to know that there are honest people in the world. I so appreciate everything the TSA does to keep us safe. A very heartfelt “thank you” to the TSA who turned in my bracelet and to Candy, who was wonderful and helped to turn a miserable day into filled with blessings.

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126

ACAA

Robert H.

Barry M.

One of ACAA trucks had a new plow assembly installed and the frame of the plow was not structurally sound from the manufacturer. ACAAA field maintenance employee Robert H. was diligent in inspecting our vehicle and in a proactive manner, spotted the defect and brought it to the attention of the maintenance department.
Robert prevented serious damage and saved potential injuries as his actions had the vehicle removed from service and repairs completed before the plow broke loose of the frame. A broken plow would have become dislodged and either ran over by the vehicle or pushed into the path of on-coming vehicles of perhaps pedestrian traffic. Great job by Robert!

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125

ACAA

Larry S.

Larry S

Larry was helping passengers through the security lines when an older woman coming down to the end of the escalator fell backward and hit her head on a step. Larry immediately ran to the escalator and assisted in stopping the elevator and then moved her carryon bag and a smaller bag out of the way. With the help of another person they lifted her up and inquired if she felt dizzy. The woman said her head hurt.
Larry then suggested she sit down and with the assistance of TSA personnel obtained a towel and ice for her head. Since the woman consistently refused medical treatment, Larry convinced her to permit him to escort her to her gate. During the ride over, Larry politely went over proper escalator procedures – reminding her that bags should not be pulled onto to escalators and that elevators should be instead. Larry asked her to inform a crew member of the situation to make sure she would be OK at her destination.

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124

ACAA

Frank S.

Marc B.

On Wednesday December 1, Air Comm received a call from Continental Airlines reporting a flight from Newark N.J. was inbound to gate D-79 with an ill passenger that needed medical attention. Upon evaluation, ARFF was advised that the passenger only spoke Italian and requested from Air Comm the telephone number for the language line for a possible translator. Air Comm advised Operations of the situation.

Upon hearing, the request from ARFF Airport Operations Duty Manager Marc Buranovsky realized that they had an employee on shift in another department that spoke fluent Italian. Frank was contacted and advised of the medical situation. After hearing, the circumstances he offered his assistance and responded to the gate to help with the language barrier.
The result was Frank S. translated all vital information between ARFF, Valley Ambulance paramedics, Continental Airlines, and the passenger. During the process Frank helped all the responders understand the patient’s symptoms and supplied them important information such as what medications she was currently taking and its location. The passenger was evaluated and treated based on the information that Frank provided. Her condition was explained to her and she refused further medical treatment.

Throughout the entire process all parties involved agreed that the information Frank provided helped ease the stress at the scene and allowed them to perform their jobs more efficiently.

I have always respected all Maintenance personnel for the work they do to make Pittsburgh International Airport a safe and efficiently run facility and it is a privilege to work with someone like yourself who is competent, dedicated, and willing to work as a team member to achieve the overall goal. You are an asset not only to the Field Maintenance Department but also to the Airport Authority as a whole.

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123

ACAA

CeCe P.

Jeff M.

I received a phone call informing me that a soldier would be arriving at Pittsburgh International Airport late one night and his connecting flight home would not be until the next morning. The soldier's family did not have much money and this caller was trying to find some information on optional places to stay or where in the terminal he would be able to get some rest. I was retelling this story to CeCe when she picked up the phone, called a contact of hers and told him the story. In a matter of minutes, CeCe was able to arrange a free of charge stay at a local hotel. CeCe was able to engage not only me, but her contact as well and then be proactive to get all the information she needed to help this soldier. The result was a rested, happy soldier, who was going to see his happy grateful family

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122

Tenants

Timo B

Mike A

Timo found $600.00 cash and a bank deposit slip. Timo was pro-active and contacted the bank to find the name of the business and the individual who had lost the money and deposit slip. He engaged the individual over the phone to return the money and deposit slip. The result was another happy airport passenger due to Timo going above and beyond his usual job duties.

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120

ACAA

Greg K.

Cindy F.

From diverted aircraft to additional flight activity and Charters that required no hiccup on the jetway front, not to mention broken wheelchairs and power surges…we were coupled with challenges (recently). Greg K. made himself and his team accessible to our needs immediately and communicated the status of situations to us timely, as he always does. On December 26th Greg ensured that C-concourse jetways were working and in place to receive two (2) A-330 International diversions into PIT that we had very short notice on. He continues to eliminate the fear in my book of “something going wrong”.

One of many reasons that I stay positive in my role is due to the advantage that I have in working with someone like Greg. When I arrived in PIT one year ago to take on this role I was privileged to meet him and during that time I was assured that we had the support of him and his team on a consistent and continuous basis. I find it refreshing to see that staying in front of potential problems is a priority of his. The communication and rapport that has flourished is appreciated and has set an extreme comfort level.
I extend my thanks once again to Greg.

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119

PilotGroup

Jack F.

Greg K.

At 4:50 a.m. on October 27, Jack noticed that baggage was getting very heavy on an airline's make-up carousel. He checked the situation out further and found no airline employee.

Jack contacted me and I was able to call operations. The airline was unaware of the problem, but was able to react and immediately send several employees who were able to rectify the situation.

The result was the airline was very appreciative of Jack's alertness. Because of Jack's actions there were no delayed flights or missed bags on the outbound flight that morning.

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118

PilotGroup

Candy C.

Tom C.

A passenger lost his Blackberry in baggage claim but did not realize it until he arrived at his hotel.

He called Lost and Found and spoke to Candy, who listened to the situation. She then found the item in the Lost and Found log sheet. Candy then asked the gentleman for a complete description of them item. When she was sure it was his,, she made arrangements to pick the item up.

The result was a very happy customer -- who was thrilled that someone would take the time to be very specific about the lost item (ensuring security) and had a very important tool for a meeting the next day.

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117

PilotGroup

kevin g.

James M

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Kevin searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Kevin and others were able to fish the keys out.

The result was a happy and relieved airline employee.

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116

PilotGroup

Larry R.

James M

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Larry searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Larry and others were able to fish the keys out.

The result was a happy and relieved airline employee.

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115

PilotGroup

Galen

James M.

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Galen searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Galen and others were able to fish the keys out.

The result was a happy and relieved airline employee.

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114

PilotGroup

Zack D

James M

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Zack searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Zack and others were able to fish the keys out.

The result was a happy and relieved airline employee.

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113

PilotGroup

Brad H.

James

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Brad searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Brad and others were able to fish the keys out.

The result was a happy and relieved airline employee.

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112

PilotGroup

Tom G.

James M.

An airline ticket counter agent dropped her key ring on the bagagge line and the keys became lost in the ABS system.

Tom searched the system for several minutes and helped locate the keys, however, they were not in a reachable area. Using a nylon wire, Tom and others were able to fish the keys out.

The result was a happy and relieved airline employee.

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111

PilotGroup

Stephanie L.

Dane W.

Upon arriving at Pittsburgh International Airport, a passenger found that her luggage had been damaged.

Stephanie received a call from the passenger because no one was the airline's baggage office. Stephanie paged for an airline representative to respond to the office. After five minutes no representative was available, so Stephaine began to look for different ways to contact the airline and alert them to the passenger at their baggage office.

While doing this, she engaged the passenger and continually explained what she was doing to help the passenge. After approximately 30 minutes an airline representative arrived and handled the problem.

The result was an informed customer, who knew that there was someone working on their problem.

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110

PilotGroup

Paul H. -- ALS Staff

Greg K.

Paul and the ALS staff challenged themselves to show other ACAA employees he daily operations of ALS. All ALS staff engaged in the process of teaching and showing employees about the operation during a tour.
The result was that many employees have responded positively, saying they now have a broader understanding of the departments responsibilities. Addtionally, it was a positive learning experience for ALS and other ACAA employees.

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109

PilotGroup

Brad H.

Galen H.

A customer's luggage was found the belt system at closing time.

Upon finding the luggage Brad went to the FID monitor to see if the flight departed. When he saw that there were still 20 minutes before the flight left, Brad searched for a United tug operator.

Upon finding the operator, Brad had the bag rushed to -- and onto - the plane. The result was a customer with their bag.

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108

PilotGroup

Ed M.

Jeff M.

At the ACI Conference Ed was in charge of organizing volunteers and making sure that they were in the proper rooms providing support to ACI at the Convention Center througout the Conference.
Ed's performance was outstanding. He was quick to make decisions, take action and control of situations. Many times there were last minute/second requests. Ed handled these with ease.
Additionally, Ed acted as a liasion often between ACI staff and Convention Center staff and received rave reviews.
His teammwork with Tom B. ensured that not only did ACI attendees have clear direction at the Convention Center, but that the volunteers were taken care of in regard to being relieved and their needs met.
Ed was a HUGE part of the Conference's success.

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107

ACAA

Eric R.

Scot B.

Passengers exited the elevator at the transit level of Landside Terminal. As Eric and I got on he noticed that the ticketing level button had been pushed. Eric realized the passengers that had just got off the elevator were on the wrong floor. As I held the door, Eric immediately ran after these folks to engage them. Indeed, they got off on the wrong floor.
Eric got them back on the elevator and off at ticketing. As they departed they smiled and thanked Eric. As two new passengers entered the elevator, Eric engaged them, offering the same courtesy and made sure they knew where they needed to go.

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106

ACAA

Kurt P.

Jeff M.

During the ACI Conference I was in charge of the Host Booth. However, due to my responsibilities on an ACI Steering Committee, I was not able to be at the booth for long periods during those first days. Kurt P., who volunteered to staff the booth, took control and got things in order. Kurt made sure directions and instructions were followed and made great decisions throughout. Because of Kurt’s performance I was able to focus on my steering committee duties and customers who arrived at the Host Booth left satisfied!

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105

ACAA

Dave S.

Jeff M.

Through the first few days of the ACI Conference, Dave realized that many volunteers were putting in long days and longer hours in the Host Office -- without many comforts. Dave, on his own time, went out and gathered some things from home and stopped to pick up some treats just to make things a little more comfortable. The result was a little less grumpy workforce, which was able to stay focused on the tasks at hand.

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104

ACAA

Wendy H.

Jeff M.

Wendy was in charge of the registration booth at the ACI Conference. This was a big responsibility mainly because registration lasted from the opening of the conference until the very end.
It was unclear at the beginning how much time and effort was going to be needed during the conference (certainly, Wendy had spent a great deal of time leading up to the conference).
As the conference started Wendy began to realize that the majority of the work regarding the Conference could be handled by staff already at the Convention Center. Wendy devised a plan that ensured the work at the convention center could be handled by others already there and that she could to return to the airport and handle her day to day duties.
The result was that registration went fine and Wendy was essentially able to multi-task and stay on top of her work at the airport.

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102

ACAA

Tom B.

Jeff M.

At the ACI Conference Tom was in charge of organizing volunteers and making sure that they were in proper position at the Convention Center througout the Conference.
Tom's performance was outstanding. He was quick to make decisions, take action and cotnrol of situations. Many times there were last minute/second requests. Tom handled these with ease.
His teammwork with Ed M. ensured that not only did ACI attendees have clear direction at the Convention Center, but that the volunteers were taken care of in regard to being releived and their needs met.
Tom was a HUGE part of the Conference's success.

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101

ACAA

Eric B.

Jeff M.

During the ACI-NA Conference Eric was scheduled to waok a certain booth with other co-workers. As the shift's end was getting close, a fellow co-worker was given the opportunity to attend an important event. Eric, selflessly and quickly, volunteered to stay to the end of the co-worker's shift to make sure his co-worker could attend the event. The reult was a happy co-worker, a smooth transition, and coverage of the booth until the end of the shift!

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100

ACAA

James G.

Jeff M.

James was set to volunteer for the ACI-NA Conference at the David L. Lawrence Convention Center. This volunteer duty was out of normal business hours. James learned that another volunteer scheduled to work the same shift, was uncomfortable about driving into downtown Pittsburgh.
James changed his schedule, made a very early morning drive to the airport, picked up the co-worker and then drove to the Convention Center.The result was that ACI-NA was fully staffed for that day.

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99

ACAA

Brad K.

Kendra H.

I would like to share with you an amazing and thankful event.
My husband and I arrived at Pittsburgh Airport coming home from vacation and every thing went well. We got our bags and walked to our car. We got to our car and my husband felt ill and out of breath. So we rested a second and started home. When we were leaving the airport my husband started having chest pains and told me to pull over he was getting sick. So I pulled over and my husband said call ( 911). I was scared. At this time a young man stoped and asked if I needed help I said "Yes." The young man was an employee at the airport just getting off work heading home. His badge said his name is Brad K. I told him my husband was sick he told me he was also an EMT and every thing would be just fine. He checked out my husband and helped him wth his breathing and calmed him down till an emergency squad arrived for my husband. He stayed with me and made sure he was getting good care and asked me if I needed a ride to the hospital. I was fine to drive and the young man hugged me and said he will be just fin . My husband had a heart attach and is still alive because of a great man like him. You must be proud to have such great people working for you. I will tell every one how thankful we are that a young man like that stoped to help and a life saving experience at the Pittsburgh Airport

Thank you and god bless

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98

Tenants

Aviation Safeguards

Diana L. and Rick H.

On September 1, 2010 my friend and I were scheduled on Continental at 5:55 AM. In order to alleviate some anxiety, we wanted to be sure we got there early enough. So, around 4:30 AM we arrived in the "long term" parking lot section 1A. We knew we would have some difficulty walking to the gate due to Rick's disability and knew we would need assistance. He uses a walker but still cannot walk far. Due to the nature of this trip and the fact that neither of us are "seasoned flyers", anxiety was pretty high and we were just a bit nervous.

It didn't take long for our anxiety about the trip to be put to rest. We walked into the airport and right away we knew Rick could not walk to the luggage check area. There were several flight and airport employees coming in and it didn't take long for one of them to assist us. She was a very kind who told us to wait there and she would get someone to help us. In less than five minutes, we were greeted by a gentleman who brought a wheelchair and took us exactly where we needed to go. He was an enormous help and could not have been kinder. He took us to check our baggage in ad then to our gate and assisted us to the plane. We were treated like VIP's and he even took Rick's name and said he would add him to his prayer list. What a heartfelt and genuine gesture of kindness.

Upon our return to your airport, (again on) Continental arriving at 7:43 PM, we were greeted with the exact same kindness and treatment from a very kind woman. She was pleasant and very helpful an could not have been nicer. She made sure we got our luggage and took us to the door for long term parking. I went to get the car and she stayed with Rick until I returned with the car. She offered to take him directly to the car, but we thought it might be easier for him to wait there with her. When I brought the car to the door, she helped with putting the luggage in the car and also with Rick. The care and attention we received were second to none. You truly have an amazing group of people working for you and our experience at your airport was nothing but positive.

Your customer service is exceptional. In the future, with any traveling plans including flights, Pittsburgh International Airport is where we will look first. Again, THANK YOU for all you have done to make our traveling experience positive. I applaud each and every employee on their efforts. Each of them gave more than 100% and truly cared about our satisfaction and safety.

With Sincere Gratitude,
Diana and Rick

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97

Tenants

Aviation Safeguards

Edwin B.

This past week my family and I traveled to Denver, Colorado. My father-in-law is a victim of Parkinson's Disease and any type of traveling is difficult for him. Your airport's facilities and personnel made his plight as well as his flight a much simpler and more enjoyable experience not only for my father-in-law but also our entire family.

I would especially like to compliment the Aviation Safeguards Wheelchair Services. The people who assisted my father-in-law were professional and courteous to not only him but also our entire family. Boarding for my father-in-law was made simple, which was a great relief for all of us. The ready access to the wheelchair both before our departure and upon our return was truly appreciated.

The people involved and the equipment needed made my father-in-law's trip a pleasure… Pittsburgh International Airport and its staff deserve the praises that the city has recently received. No doubt, the airport is a part of the city's success.

On behalf of my father-in-law, his wife and their daughter, as well as my wife, I thank you all!

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96

Tenants

Dave

Amy D.

I am at the Pittsburgh Airport and I just wanted to thank a gentleman who helped me with a very large package in the check in area. Dave was in a (Aviation) Safeguards uniform and went above and beyond to help me manage the package… I really appreciated his help.

Regards,
Amy D.

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95

Tenants

ranell

cece

I had thrown away a set of keys that I no longer needed. When Ranell of ABM cleaned my office that night she found the keys as she was dumping my waste basket. She thought they were there by mistake.
While cleaning she also found a very expensive earring I had lost. Ranell put it on my desk.
I am very impressed Ranell pulled the keys from the trash and left me note to ask if this was a mistake. That kind of thoughtfulness is most impressive. Even though I had intended to get rid of them, the fact she pulled them to make sure is very N.I.C.E.

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94

Tenants

dana

cece p.

I had thrown away a set of keys that I no longer needed. When Dana of ABM cleaned my office that night she found the keys as she was dumping my waste basket. She thought they were there by mistake.
While cleaning she also found a very expensive earring I had lost. Dana put it on my desk.
I am very impressed Dana pulled the keys from the trash and left me note to ask if this was a mistake. That kind of thoughtfulness is most impressive. Even though I had intended to get rid of them, the fact she pulled them to make sure is very N.I.C.E.

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93

ACAA

David P.

Mark C.

A local woman was expecting the arrival of two elderly relatives of Polish descent to visit her here. The two women did not speak a word of English. The women’s fight here to Pittsburgh had been delayed a few times resulting in miscommunications with the local person who was here to pick them up. The elderly ladies finally arrived after midnight. Their local relative who was at home called numerous times during the evening prior to their arrival in a somewhat panic state knowing that the ladies spoke no English and that the person who was here to pick them up was experiencing problems due to the two ladies late arrival here in Pittsburgh. No one was really sure if they had arrived already or if they were in another city, or exactly what their status was.
After speaking the local woman in the Pittsburgh area, Dave assured the lady that he would continue to make pages throughout the airport in an effort to find the two ladies. After speaking with the local woman a few times and continuing to make pages, Dave decided to utilize the security cameras in an attempt to scan all areas within the terminal in order to locate the two women. After some period of time, Dave, in scanning the terminal was able to locate the two women who were obviously somewhat disoriented. He then dispatched an ACPD officer to the scene to assist the two women. Dave had the local woman’s phone number and called to back to reassure her that the two elderly women were safe and sound and would be assisted by ACPD in order to meet up with the party who was here at the Airport to pick them up. The woman was calmed and most appreciative of Dave’s kindness and professionalism.
The result was that not only did Dave assist with two people in order to make their experience upon arrival in Pittsburgh a pleasant one, but also to calm the relatives here in this area. The person who came to pick them up was most relieved and appreciative of Dave’s and the officer's efforts. Incidentally, the local woman rewarded Dave by making him a batch of pierogies.

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92

ACAA

Beth H.

A sponsor had a problem with altering their logo for an event the ACAA is hosting. The sponsor did not have access to a designer for assistance with getting the logo approved for a Monday meeting.
Beth took it upon myself to offer assistance and designed the logo for them. The sponsor made corrections to it three times.
The Beth took a photo of the jacket, and superimposed the artwork on it. This showed the sponsor exactly what the jacket would look like in time for their Monday meeting.
Beth offered a service,became engaged in helping the sponsor solve a problem. She took the time to complete the task that they needed assistance with, and was pro active in getting the job done.
The result was…: The sponsor was very happy with the results and they seemed genuinely surprised that she would go out of her way to help them.

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91

Tenants

John B.

Jeff M.

John found a ring on the floor of Concourse D. Shortly after finding it, he reported it as a lost and found item to an airport official.
John was proactive by reporting he found the ring to a supervisor. Both of them moved quickly to turn it in to Lost and Found.
His quick and efficient response eliminated additional anxiety for the traveler. The result was a $25,000 ring was on its way back to the owner. The traveler was thrilled that her ring was returned to her safely and with minimal stress and hassle.

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90

ACAA

Ed K.

Barry M.

On Thursday, July 22, 2010 at approximately 12:55 PM Field Maintenance crews were working in the area of gate D-80 using air compressors and jack hammers. During the same time, Allegheny County Police Officers were preparing to perform an escort for a deceased Officer from the Wheeling West Virginia Police Department. Lieutenant William Goldbaugh unfortunately lost his life in a vehicle accident while on vacation.
Ed observed the process getting ready to take place and took a very proactive and sensitive measure. Ed alerted all Allegheny County Airport Authority employees in the area who may not have been aware and informed them of the situation. He asked for their cooperation in honoring the Lieutenant.

The result was….: All ACAA employees shut down their equipment for a few moments while the escort process took place. The employees of ACAA demonstrated respect for the Officer, his family and colleagues who were waiting outside of West gate.

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89

ACAA

Bobbi H.

Anne F.

A woman approached Bobbi and informed her that she lost her cell phone.She beleived she had left it in the Landside Terminal on ticketing level. However, since she was airside and with her husband -- who was in a wheelchair -- didn't feel comfortable going back to the other terminal to retrieve the phone.
Bobbi listened to the woman carefully to understand where she had been. Bobbi then went to the Landside terminal, found the chair the woman was in, and then located her phone which had become stuck between the cushions.
Bobbi then went back to Airside, located the woman and returned her cell phone to her. This was all the end of her shift and mostly after Bobbi had punched out.
The woman was very relieved and happy to have her cell phone back.

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88

PilotGroup

Frank S,

Scott M.

Over the past few months I have had several issues with perimeter fence gates that required attention. Frank has been fantastic in taking care of them. He is prompt about responding, courteous and conscientious in his communication during the process, and always willing to take care of business. Furthermore, he goes above and beyond simply making repairs. He regularly takes the time to explain to me what he thinks could be done to improve existing hardware, and definitely has both efficiency and security in mind. Because of Frank’s excellence, we can rest easy when perimeter issues and other needs arise.

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87

PilotGroup

Mike M.

Christine L.

We have used Pittsburgh International Airport for your Ambassador Services program for three consecutive summers now as my Mother-in-Law and Son make an annual trek to Boston to visit family.
I thought every airport had an Ambassador staff and thought ‘oh how nice’ when I first booked them 3 years ago. Well, I’m writing to tell you “OH HOW NICE!!” Recently my mother-in-law and 10-year-old old son traveled from Pittsburgh to Boston. My mother in law has a disability that has left her unable to drive or read. I can’t say enough about Mike, he is among the most wonderful people – timely, very informative, friendly and he puts my heart to rest when I drop off my two little travelers! It’s like I’m leaving them with family. This hit home on their return trip from Boston to Pittsburgh yesterday. They boarded JetBlue – were getting situated when they noticed that no one else was boarding. With 3 passengers and only flight staff onboard, they waited. 10 – 15 minutes passed and they started to get anxious – finally my son asked a flight attendant if everything was ok.
The Captain approached then told them that they were having issues with the radio and if it could not be fixed it they would have to switch aircrafts.
They returned to the terminal and told over the broadcast system that the flight was being delayed and planes were being switched. They both approached the airline desk and asked for assistance – they were told that they should just proceed to the new gate once they make the announcement. That’s when I found out that Boston doesn’t have an Ambassador Program – for two hours I wished they had. When they called with the delay information and told me what was going on – my heart sank with all the what if’s in my mind.
Another passenger helped them along the way to get to the new gate and boarded appropriately. It might seem silly but with your program, I know they’re always taken care of, always where they need to be and should something come up – they have a hand to help them along the way. So, thank you Mike!! I won’t take your program for granted ever again!

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86

PilotGroup

Samantha S.

Christine L.

We have used Pittsburgh International Airport for your Ambassador Services program for three consecutive summers now as my Mother-in-Law and Son make an annual trek to Boston to visit family.
I thought every airport had an Ambassador staff and thought ‘oh how nice’ when I first booked them 3 years ago. Well, I’m writing to tell you “OH HOW NICE!!” Recently my mother-in-law and 10-year-old old son traveled from Pittsburgh to Boston. My mother in law has a disability that has left her unable to drive or read. I can’t say enough about Samantha, she is among the most wonderful people – timely, very informative, friendly and she puts my heart to rest when I drop off my two little travelers! It’s like I’m leaving them with family. This hit home on their return trip from Boston to Pittsburgh yesterday. They boarded JetBlue – were getting situated when they noticed that no one else was boarding. With 3 passengers and only flight staff onboard, they waited. 10 – 15 minutes passed and they started to get anxious – finally my son asked a flight attendant if everything was ok.
The Captain approached then told them that they were having issues with the radio and if it could not be fixed it they would have to switch aircrafts.
They returned to the terminal and told over the broadcast system that the flight was being delayed and planes were being switched. They both approached the airline desk and asked for assistance – they were told that they should just proceed to the new gate once they make the announcement. That’s when I found out that Boston doesn’t have an Ambassador Program – for two hours I wished they had. When they called with the delay information and told me what was going on – my heart sank with all the what if’s in my mind.
Another passenger helped them along the way to get to the new gate and boarded appropriately. It might seem silly but with your program, I know they’re always taken care of, always where they need to be and should something come up – they have a hand to help them along the way. So, thank you Samantha!! I won’t take your program for granted ever again!

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85

PilotGroup

Dale N.

Marc B.

An 87-year-old female was entering the airside terminal to catch her flight to Boston when she tripped and fell on an escalator causing her to have several injuries. The passenger was advised by paramedics that she should be seen by a doctor but was hesitant because she did not know what the Airlines policy was if she missed her flight and if it would cost her a fee.
Operations supervisor Dale Negle took it upon herself to help by contacting the air carrier and advising them of the passenger’s situation. The air carrier advised her that the passenger’s flight was running 30 minutes late. Mrs. Negle then asked what other times/flight were available if she missed her original flight and what needed to be done to rebook her on another flight. This information was then given to the injured passenger which helped ease her concerns.
The passenger was transported to a local hospital; her luggage was pulled from the original flight in case she needed it and she was rebooked on a later flight. She was also given a contact number for the air carrier in case she needed to change her plans or could not make that flight based on the doctor’s evaluation.

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84

PilotGroup

Tim R.

Tony G.

A passenger was traveling through our airport when we had the east coast snow storm that shut down several airports. Tim and I were on the train when a passenger asked where he could get a hotel.

Tim escorted the out of state passenger to the cab stand and asked the cab driver to take the traveler to a hotel in Robinson Township with the passenger’s approval.

Being from a small farm town, the passenger was especially grateful. He called his wife to tell her he was fine and thanked Tim. Great Job!

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83

PilotGroup

Marc B.

Paul S.

The family member of an inbound passenger advised AIRCOM that she needed to speak with an airline representative from United Airlines. The family member brought a portable oxygen bottle for her inbound family member and is unable to get the oxygen over to the airside terminal to meet the passenger. The family member was distraught and concerned that her ill family member needed the oxygen as soon as she exited the aircraft.
After United Airlines was finally reached to obtain a gate pass to family members, Marc sent a supervisor to the Landside Terminal to meet the distraught family members and assure them that the Airport Authority was taking every step necessary to make sure the passenger’s oxygen transition went smoothly.
The fire department was at the gate to meet the ill passenger. After confirmation that the patient was not in distress, she was set up on a portable oxygen tank and escorted back to the Landside Terminal with her family members.
Airport Operations, AIRCOM, and Airport Authority Fire Department worked together as one to make this response a success.

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82

PilotGroup

Demari G.

Paul S

The family member of an inbound passenger advised AIRCOM that she needed to speak with an airline representative from United Airlines. The family member brought a portable oxygen bottle for her inbound family member and is unable to get the oxygen over to the airside terminal to meet the passenger. The family member was distraught and concerned that her ill family member needed the oxygen as soon as she exited the aircraft.
Lt. Garth was very receptive to the request for assistance, and immediately sent a crew to the gate to the meet the aircraft, check on the passenger, and assist if needed. Lt. Garth also offered that if the family was unable to bring the oxygen to the gate, that his crew would escort the passenger to the Landside Building using the fire department’s oxygen.
The fire department’s crew that responded to the gate upon the ill traveler’s arrival was able to check on the patient, and confirm that the patient was not in distress. The passenger was then transitioned on to the portable oxygen and escorted to landside with family members.
Airport Operations, AIRCOM, and Airport Authority Fire Department worked together as one to make this response a success.

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81

PilotGroup

Ed R.

Eric R.

Everyday people who are not familiar with the airport raise questions about the best way (cost effective, fastest or only) to get from the airport to their destination. Ed determines their needs and then advises them of the various alternatives that are available. Ed will make an extra effort to be sure that the passengers make the connection, especially if they are from another country or another state that has limited transportation. I have observed Ed making arrangements with the employee working second shift to check on someone who is waiting for a once a night bus from another state to make sure that they get on the bus. Ed always projects a positive image and attitude for the airport. He is interested in every passenger and often brings a smile to them with his short sayings of encouragement.
The result is……usually a satisfied, happy passenger who is left with a good impression of the airport and region.

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80

PilotGroup

Ed R.

Randy F.

One of the Authority board members has been unable to drive for several months. Therefore, I have been picking him up at his home and driving him to the board meetings. He uses a walker because he has a hard time walking. When I get to the building, I must drop him off and then park the car, which takes several minutes.
Ed works at the taxi stand adjacent to the door where I drop off the board member. From the very first day, Ed observed the situation and immediately came over to help. He helps him get out of the car and escorts him to the elevator. He then stays with him until I catch up with them, or he has him settled in the conference room. Ed does this without anyone asking and with a very cheerful demeanor. He is a great help and a wonderful reflection of the folks at the ACAA.
The result was… a safe trip and a good experience for a great board member.

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79

PilotGroup

Clinton A.

Jenna F.

The Military and Family comfort center at PIT only provides light refreshments for military members.
Clinton made it his project to get donations from the public. With these donations, he is going to buy $10 AIRMALL gift cards to give to the active members of the military. With these gift cards, they can eat a hot meal before departing.
Over $2,500 has now been collected for the soldiers that enter the military room. There has also been positive media coverage on the airport and project because of it.

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78

PilotGroup

Cheryl J.

Paul S.

The family member of an inbound passenger advised Cheryl that she needed to speak with an airline representative from United Airlines. The family member brought a portable oxygen bottle for her inbound family member and is unable to get the oxygen over to the airside terminal to meet the passenger. The family member was distraught and concerned that her ill family member needed the oxygen as soon as she exited the aircraft.

Cheryl made numerous attempts to contact United Airlines via phone in hopes of assisting the family member in obtaining a gate pass. However, those attempts were unsuccessful. With the arrival of the flight nearing, Cheryl contacted the Airport Operations Duty Manager and advised him of the situation. From here, the ACAA Fire Department was notified.
United Airlines was finally reached and was able to get a gate pass for the family members as the aircraft was landing. Emergency crews were there to meet the ill passenger upon arrival. Confirmations were made that the passenger was not in distress. The passenger was then escorted to the Landside Terminal with a portable oxygen tank. Cheryl worked in a cooperative fashion with the other necessary departments to avoid an incident from occurring.

Airport Operations, AIRCOM, and Airport Authority Fire Department worked together as one to make this response a success.

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77

PilotGroup

ACAA Fire, ACAA Field Maintenance and County Police,

Barry M.

NA multi-vehicle accident occurred at the Sunoco fueling facility located on Airport property. The incident involved six vehicles and could have been tragic. Fortunately only a couple minor injuries were noted. Many of the people involved were airport passengers that just arrived or had departing flights.
The airport’s well trained Fire & Police Department staff responded quickly and took charge of what could have been a dangerous and highly volatile situation. They readily checked on the people involved and offered their assistance. The entire area was secured to prevent further damage and/or injuries. Field maintenance crews responded to recover vehicles and clean the area of broken glass and vehicle parts. Their efforts were further complicated with leaking fluids from the damaged vehicles, but the teamwork from all departments was flawless. The temperature was in the high 80’s, so the fire department kept the crews, passengers and employees supplied with cold drinking water throughout the event.
In just over one hour, the entire area was returned to a pristine condition. The injured had been cared for; all vehicles involved were removed; the debris was gone. Best of all, departing passengers were supplied with transportation to assure the incident did not keep them from making their flights. The great display of teamwork of taking care of people from the best airport staff in the business went largely unnoticed. Ask any of those involved, and they would tell you they did nothing special.
Unfortunately, due to the number of people involved, it was impossible to recognize each individual. Many thanks for your professional response and actions!

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76

PilotGroup

William C.

Paul S.

A family member of an inbound passenger advised AIRCOM that she needed to speak with an airline representative from United Airlines. The family member brought a portable oxygen bottle for her inbound family member and is unable to get the oxygen over to the airside terminal to meet the passenger. The family member was distraught and concerned that her ill family member needed the oxygen as soon as she exited the aircraft.
Upon hearing about the situation, William immediately attempted to contact United Airlines Operations. He was eventually able to contact United Airlines and got the airline to dispatch a representative to the baggage claim area to meet the family and issue a gate pass.
The aircraft did land while the family was obtaining their gate pass from United Airlines in the baggage claim area. The passenger was met at the gate. After being confirmed that the ill passenger was not in distress, the passenger was set up on a portable oxygen tank and escorted to the Landside Terminal.
Although this was an airline issue, all parties involved in this incident went above and beyond to assure that this passenger safely made it to her destination without incident. Airport Operations, AIRCOM, and Airport Authority Fire Department worked together as one to make this response a success.

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75

PilotGroup

Bob M.

CeCe P

A cargo issue occurred with one of the international charters.
This was after hours and on a weekend. The customer tried unsuccessfully to reach several people to get resolution. After having met Bob, the passenger called him for help. Bob made several calls, found the problem, and got back to the customer the same day. This action helped the customer understand what was going on. The customer was very pleased with the results and has continued flying through PIT.
Bob’s willingness to help the customer and the speed with which he solved the issue is the kind of service that sets us apart from major gateway airports and keeps international charter flights coming in.

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74

PilotGroup

Amelia F.

Anne F.

A passenger was crying in the Center Core of the Airside Terminal -- she had just received word that her stepdaughter had passed away.

A phone call was placed to Amelia, because the passenger was a US Airways passenger.

Ameila responded immediately, took care of the passenger's intinerary and got her rescheduled so she could fly home to be with her family.

By being engaging and adaptive Amelia was able to solve a problem for a passenger, who was very thankful for Amelia's efforts.

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73

PilotGroup

Dennis C.

Anne F.

Dennis was walking through the Landside terminal when he noticed someone pulling a rolling piece of luggage had just went over a thin purse.

Dennis picked up the purse, opened it and found ID, credit cards and a large sum of money. Realizing that the purse, would be hard to miss on the floor, Dennis figured that it had been dropped in the past few minutes.

Dennis ran a head and found the individual who matched the ID and was able to return her wallet.

By being able to adapt and engage Dennis was able to proactively solve a problem for a passenger who didn't even realize an issue was about to occur.

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72

PilotGroup

Cedric S.

Nino S.

ACPD Officer reported that a family in baggage claim is attempting to get a gate pass to meet a family member -- who requries oxygen -- on an inbound flight to get that passenger a replacement oxygen bottle. No airline representative could be located. Cedric the airlines' operations staff and advised them of the situation and responded to baggage claim to coordinate in obtaining a gate pass.
Furthermore he escorted the family members through security to airside, in order to expedite the process. In the meantime ARFF personnel responded to the gate to stand by with the passenger on oxygen for precautionary reasons.

When Cedric arrived at the gate with the family members, ARFF replaced the oxygen bottle and the passenger was re-united with the family and taken to landside.

Using “Resiliency Edge” tools - including adaptability, engagement, optimism, pro action - to solve their problem, the employee addressed the issue/problem in the following manner:

Cedric adapted to the situation and addressed the problem both professionally and on a personal note. He engaged all parties that had an interest and ensured that the customer’s needs were satisfied. Many issues are addressed via the telephone, but Cedric went a step further by taking ownership of the problem.


The result was…: “Delivering the highest level of customer service through the commitment and innovation of our employees.”

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71

PilotGroup

Tom G.

Tracey C.

A Southwest Airlines' passenger left his cell phone in the gate area. While on his way back from a maintenance call Tom found the gentleman's cell phone.

By using the contact in the phone, Tom was able to reach the passenger, obtain a mailing address and send the phone to his home.

The passenger had been worried about the phone but was now relieved it had been found and would be returned.

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70

PilotGroup

Brian A.

Jeff M.

On Wed., June 9, I called early in the morning to alert Safety and Security that I was bringing several people to fingerprinted later that morning -- and it would approach the department's closing time, but all should be fine.

As our group moved through the orientation process we began to fall behind time and it was obvious we were going to be late for finger printing. We called to Safety and Security again, to notify them. However, by the time we arrived for fingerprinting we were approaching the limits the departments set hours.

Brian and the staff handled the situation beautifully by being adaptive and engaging. The process was expedited and everyone was fingerprinted in a very efficient manner.

I left happy, knowing they gave up a little of their time to help me out!

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69

PilotGroup

Scott M.

Jeff M.

On Wed., June 9, I called early in the morning to alert Safety and Security that I was bringing several people to fingerprinted later that morning -- and it would approach the department's closing time, but all should be fine.

As our group moved through the orientation process we began to fall behind time and it was obvious we were going to be late for finger printing. We called to Safety and Security again, to notify them. However, by the time we arrived for fingerprinting we were approaching the limits the departments set hours.

Scott and the staff handled the situation beautifully by being adaptive and engaging. The process was expedited and everyone was fingerprinted in a very efficient manner.

I left happy, knowing they gave up a little of their time to help me out!

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68

PilotGroup

Joan M.

Jeff M.

On Wed., June 9, I called early in the morning to alert Safety and Security that I was bringing several people to fingerprinted later that morning -- and it would approach the department's closing time, but all should be fine.

As our group moved through the orientation process we began to fall behind time and it was obvious we were going to be late for finger printing. We called to Safety and Security again, to notify them. However, by the time we arrived for fingerprinting we were approaching the limits the departments set hours.

Joan and the staff handled the situation beautifully by being adaptive and engaging. The process was expedited and everyone was fingerprinted in a very efficient manner.

I left happy, knowing they gave up a little of their time to help me out!

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67

PilotGroup

Beth H.

JoAnn J.

Being on the board for EMSI, I recently had approval to help the region’s EMS agencies out with a large scale multi-vehicle photo shoot. It was an exciting opportunity and it presented some challenges. While I could coordinate many aspects of the project, I am not a photographer. So I needed a photographer who could make this picture perfect.

Beth Hollerich used adaptability, engagement and proaction to make this photo highly professional and excellent quality. She researched the project on photo forums on line to get ideas, she leased a high powered lens so the picture would be extra clear, and she enlisted the help of another volunteer photographer as backup “just in case.”

The resulting photo was praised by the EMS community in western PA. The quality is excellent and I plan to use it in the airport calendar. It further promotes the airport’s mission as a partner and helps to promote public safety.

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66

PilotGroup

Rick W.

JoAnn J.

Being on the board for EMSI, I recently had approval to help the region’s EMS agencies out with a large scale multi-vehicle photo shoot. It was an exciting opportunity and it presented some challenges. While I could coordinate many aspects of the project, I am not able to personally direct vehicles onto the airfield. I needed professional expertise in managing multiple agencies and many emergency vehicles. I also had a small window of time to do this or else it would be impossible and way too costly to pull off.

Rick used adaptability. He was called upon to help me out with this as a favor and he adapted to make the time, effort and resources available to make sure everything ran smoothly. He used proaction in also documenting this event as a staging exercise so the staff that participated also gained emergency training experience.

His energy and engagement on the day of the photo shoot enabled the photo to be completed in a timely manner and in a professional fashion. All the EMS agencies who participated had nothing but praise for this event, the first ever-multi-agency photo shoot of ambulance from western PA, featuring 64 ambulance and two medical helicopters. It was a wonderful gift to the EMS community for National EMS week!

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65

PilotGroup

Wendy H.

Jeff M.

The deadline for performance reviews was nearing when our department learned the reviews were not going through the system properly.

Wendy looked into the matter, and although it was a Friday afternoon, she stayed late and made sure the problem with the system was solved. She took me through the procedure, then identified the system error, corrected it, then took me through the process one more time to ensure it was correct.

The result was a performance review was properly processed.

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64

PilotGroup

Matt B.

Mike C.

I required a set of topographical drawings to be made for a consulting engineer.

Matt was able to adapt his workload to expedited our request as well as being proactive in recommending drawing modifications that would improve the package that being forwarded.

The result was an excellent package which drew rave reviews from the consultants: "The documentation at PIT is head and shoulders above other airports."

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63

PilotGroup

Dawn R.

Steve R.

Employee recycling is a program that the ACAA is agressively promoting, but old habits die hard.

However, Dawn is the most conscientious recycler in the world. She goes above and beyond the call of duty to collect trash and sort out recyclables.

She reminds her co-workers on the importance of being "green" and attemps to convert all with whom she comes in contact.

The result is a better environment for all.

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62

PilotGroup

Diane B.

Anne F.

A couple arrvied at the Information Desk and explained that their flight had been delayed. They asked Diane if they had enough time to eat.

Diane informed them that based on the estimated time of the delay, the couple should have more than enough time to enjoy a meal.

Just after the couple entered Friday's, a PA announcement was made that the flight delay had been rescinded and all passengers on that flight were to report to the gate immediately.

Diane tried to call the gate, but got no answer. So Diane alerted a co-worker to continue calling, while she went to Friday's to have their staff notify the couple. Then Diane quickly made her way to the gate to inform the airline staff that the couple were on their way.

The result was the couple made the flight.

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61

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Tracey C.

Larry L.

Tracey received a phone call from a customer who had left his laptop computer at the security checkpoint.

Instead of transferring the phone call, Tracey took it upon herself to contact the Security Checkpoint and the airport lost and found to locate the passenger's laptop.

After it was found, Tracey made arragements with the Lost and Found and passenger for the item to be picked up.

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60

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Tracey C.

Larry L.

A passenger phoned and was upset that she was getting no response from United Airlines concerning rebooking a flight she missed.

Although this was out of Tracey's normal realm of business, Tracey made several phone calls and found a later flight that the passenger would be able to make.

Tracey collected the information and passed it on to the passenger.

By being engaging and proactive a passengers travel issue was resolved.

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59

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John R.

A major snow event seemed to never end, affecting both internal and external customers. The problem was moving what appeared to be an endless and unprecedented amount of snow in a short period of time.

During this event employees needed fed and John headed up the kitchen and prepared a feast that most restaurants would be envious of. His work was appreciated and never ending as well. Between equipment repairs, John prepared the food and maintained the kitchen and utensils to a pristine state.

Employee morale was maintained at a high level as witnessed by their verbal display of appreciation and response with their tireless and constant effort in maintaining the Airport and Airfield in a safe condition.

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58

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Tom V.

Barry M.

A major snow event seemed to never end, affecting both internal and external customers. The problem was moving what appeared to be an endless and unprecedented amount of snow in a short period of time.

Tom laid out an effective plan in advance and provided the appropriate staffing and utilized his resources very effectively. Additionally, he monitored the operation and instilled a high degree of confidence in the employees who make this happen.

Employee morale was maintained at a high level as witnessed by their verbal display of appreciation and response with their tireless and constant effort in maintaining the Airport and Airfield in a safe condition.

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57

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Paul H.

Barry M.

A major snow event seemed to never end, affecting both internal and external customers. The problem was moving what appeared to be an endless and unprecedented amount of snow in a short period of time.

Paul monitored the operation and displayed a high degree of confidence in the employees charged with snow removal and maintaining a safe airport. Paul then provided food and drink to make sure everyone had what was needed.


Employee morale was maintained at a high level as witnessed by their verbal display of appreciation and response with their tireless and constant effort in maintaining the Airport and Airfield in a safe condition.

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56

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Eddie R

Paul H.

A mother and her son were walking with several pieces of luggage on the opposite side of the commercial curbs and it was obvious they were lost.

Immediately, upon recognizing the situation, Eddie called out to them, quickly crossed the street and listened to their situation. Eddie explained where they needed to be and showed them the way. He took it upon himself to resolve these customers' issues.

The passenger and her son left happy and even commented about how nice it was for Eddie to help them out!

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55

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Tom B.

Kevin G.

External customer: A soldier was standing on the commercial curb and was trying to get over to the McGarrity Army Reserve Center. He was told by the Army that they did not have a means of transporting him from the airport to the center.

Using “Resiliency Edge” tools - including adaptability, engagement, optimism, pro action - Tom spoke with Eddie at the commerical curb and the soldier and resolved the issue by personally driving the soldier to his destination.

The result was the soldier made it to his destination without further delay.

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54

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Kevin G.

Mike A.

Internal Customers: Several ACAA employees who were attending the Holiday Luncheon and were concerned there was no way to recycle items and that all trash was going to the same place.

Upon hearing of the situation Kevin was proactive and sought a recycling container from the nearest available site. The containers were delivered and employees were able to recycle.

The result – in addition to an environmentally friendly lunch -- was a pleasant surprise for the ACAA employees who saw this as a minor issue but were pleased someone took their concern seriously and acted quickly.

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53

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Dan M.

Anne F.

Dan witnessed an individual fall on the escalator and upon arriving to assist learned the gentleman had heart issues.

Dan immediately called paramedics, and stayed with the family to keep them calm until help arrived.

The result was two families who felt much more at ease about their loved one's condidition.

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52

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Dawn R.

Jeff M.

A customer sent an e-mail to FlyPittsburgh.com concerning a trip she would be taking with a large group in the near future. The woman had numerous questions about ground transportation to the airport and where this group could congregate while it waited for the flight.

Upon reading the e-mail I realized I wasn't quite so sure that I would be giving the woman the correct answer and wanted just a quick clarification. I sent the e-mail to Dawn for that reason.

Dawn read the e-mail and, using the Resiliency Edge tools of proaction, engagement and adaptability took the time to compose an incredibly well-written e-mail -- full of details and options -- to the woman. The e-mail answered all of her questions.

The result was a satisfied passenger (and subsequently a large group of passengers). Additionally, when the group arrived at the airport they had all the information they needed on where to be which, in turn, saved additional work for other airport personnel. Well done, Dawn!

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51

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Dennis P.

Tom S.

An elderly couple was just inside door No. 1 when Dennis entered baggage claim from public arrivals just after noon on Monday March 22, 2010. The gentleman saw Dennis and asked. "Do you work here?”

Dennis said "yes", and by being engaging, he learned the couple was having difficulty finding the proper the location to wait for the Charlie Brown Parking courtesy vehicle.

Dennis toook the time to explain where the courtesy phones are located and then took the time to walk them to the phones.

While walking Dennis explained that Charlie Brown would most likely pick up at Door Number 8, which was at the opposite end of the building. Dennis even took the time to explain the odd and even door numbers as they walked past them.

The result was a releived, happy, smiling and appreciative couple, who thanked Dennis for his assistance.

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50

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Curtis J.

Jim G.

For an extended period of time, the sink in our office kitchen kept having problems with foul odors. Facilities Maintenance always responded and did whatever they could to address the issue. About six weeks ago we noticed the same problem again. While we weren’t sure that it was the garbage disposal it seemed to be the culprit. Facilities sent Curtis from the Plumbing Shop to diagnose the problem. In no time flat, Curtis determined that it was, indeed, the disposal and set right away to replace it. The job appeared to be trickier than just replacing it since, I believe, the problems also stemmed from the angle of drain line. Curtis worked diligently to not only fix it, but fix it correctly. The staff appreciated his hard work and going the extra mile to resolve our on-going problem. Thanks to Curtis we no longer have to hold our noses when going near the sink! Great job!

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49

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Lucinda H.

Jim G/

As the Authority enters February we kick into high gear working with our independent auditors on the year-end financial statements. Part of the process requires us to provide analysis of the previous year and projections for the current one. With so many issues on the table and working on the document I found myself needing some quick answers to complete this analysis and forward it along to the auditors. I asked Lucinda for some help on average fares and flight activity changes. Not only did she give me the answers I needed but she did so quickly – the same day. She exercised some great customer service helping out so promptly that I was able to complete the document and not hinder our ability to meet the audit deadline. I know how frantic of a pace Lucinda sometimes has to operate in to keep up with the airlines so I especially appreciate her willingness to take time out of her busy day to drop everything and help me out.

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48

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Dawn R.

Eric R.

By 11 p.m. Friday, Feb. 5 so much snow had fallen on local roadways that hotel shuttles, taxis and limousines had stopped running to and from Pittsburgh International Airport.

About that time Dawn Romitz, ACAA Contract Administrator, received a call from a Ground Transportation Coordinator informing her that there were more than 70 people stranded and trying to get to local hotels.

Dawn enganged the ground transportation coordinator to fully understand the situation. Then she was proactive by quickly developing a solution that utilized parking shuttles to arranged to transport customers to hotels using parking lot shuttles.

The end result was that due to Dawn's quick action, passengers spent the night in comfortable lodging that they would not have otherwise. The final result may have been summed up perfectly by a passenger who remarked: “If we had been in Chicago, we would have never got this kind of service”.

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47

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Kirk N.

Stan L.

On the night of Friday. Feb. 5 and into the morning of Feb. 6. Kirk was working at Air Comm when a massive snow storm hit the region.

Due to the weather situation, Kirk remained at work for 16 hours, all the while answering hundreds of phone calls and updating our customers.

Throughout the entire crisis, Kirk was pleasant, patient and helpful.

The result of the Kirk's actions were that our passengers had important and correct information about the airport in a time of need.

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46

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Marc S.

Stan L.

On the night of Friday. Feb. 5 and into the morning of Feb. 6. Marc was working at Air Comm when a massive snow storm hit the region.

Due to the weather situation, Marc remained at work for 16 hours, all the while answering hundreds of phone calls and updating our customers.

Throughout the entire crisis, Marc was pleasant, patient and helpful.

The result of the Marc's actions were that our passengers had important and correct information about the airport in a time of need.

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45

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Chris C.

Stan L.

On the night of Friday. Feb. 5 and into the morning of Feb. 6. Chris was working at Air Comm when a massive snow storm hit the region.

Due to the weather situation, Chris remained at work for 16 hours, all the while answering hundreds of phone calls and updating our customers.

Throughout the entire crisis, Chris was pleasant, patient and helpful.

The result of the Chris' actions were that our passengers had important and correct information about the airport in a time of need.

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