Resiliency Project for Pittsburgh International Airport

Entry Num:

297

Company:

ACAA

Employee:

Lirio

Name:

Donna R.

Comments:

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.

Entry Num:

296

Company:

ACAA

Employee:

Lirio C.

Name:

Donna R.

Comments:

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.

Entry Num:

295

Company:

ACAA

Employee:

Joe A.

Name:

Tom S.

Comments:

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.

Entry Num:

294

Company:

ACAA

Employee:

Rick W.

Name:

Nancy S.

Comments:

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.

Entry Num:

282

Company:

ACAA

Employee:

JoAnn

Name:

Linda

Comments:

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.

Entry Num:

281

Company:

ACAA

Employee:

Tom H.

Name:

Barry M.

Comments:

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.

Entry Num:

280

Company:

ACAA

Employee:

Firefighters

Name:

Marc B.

Comments:

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.

Entry Num:

279

Company:

ACAA

Employee:

airline services

Name:

Marc B.

Comments:

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.

Entry Num:

266

Company:

ACAA

Employee:

Samantha S.

Name:

Paula K.

Comments:

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.

Entry Num:

265

Company:

ACAA

Employee:

Dennis D.

Name:

Greg K.

Comments:

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.

Entry Num:

261

Company:

ACAA

Employee:

Patrick W.

Name:

Tim H.

Comments:

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.

Entry Num:

259

Company:

ACAA

Employee:

Kevin G.

Name:

Jeff M.

Comments:

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.

Entry Num:

256

Company:

ACAA

Employee:

Jim S.

Name:

Paul S.

Comments:

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!

Entry Num:

251

Company:

ACAA

Employee:

Bobbi H.

Name:

Laura S.

Comments:

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!

Entry Num:

246

Company:

ACAA

Employee:

Sam, Chuck

Name:

Scot B

Comments:

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

Entry Num:

245

Company:

ACAA

Employee:

Tom G.

Name:

Paul S.

Comments:

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.

Entry Num:

244

Company:

ACAA

Employee:

Paul S.

Name:

Scot B.

Comments:

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.

Entry Num:

242

Company:

ACAA

Employee:

Paul L.

Name:

Carol W.

Comments:

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!

Entry Num:

241

Company:

ACAA

Employee:

Bob C.

Name:

David A.

Comments:

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.

Entry Num:

239

Company:

ACAA

Employee:

Kevin G.

Name:

Greg K.

Comments:

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.

Entry Num:

238

Company:

ACAA

Employee:

John W., Judy K. Joyce B.

Name:

Customer

Comments:

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.

Entry Num:

236

Company:

ACAA

Employee:

Anne F.

Name:

Rebecca R.

Comments:

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!

Entry Num:

235

Company:

ACAA

Employee:

Michele

Name:

Cheryl

Comments:

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.

Entry Num:

234

Company:

ACAA

Employee:

Dave P.

Name:

Marc B.

Comments:

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.

Entry Num:

220

Company:

ACAA

Employee:

Kevin K.

Name:

Patrick O.

Comments:

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.

Entry Num:

217

Company:

ACAA

Employee:

Matt F.

Name:

Tim R.

Comments:

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.

Entry Num:

216

Company:

ACAA

Employee:

Jeff K.

Name:

Barry M.

Comments:

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.

Entry Num:

215

Company:

ACAA

Employee:

Robin F.

Name:

Anne F.

Comments:

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.

Entry Num:

213

Company:

ACAA

Employee:

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

Name:

Jeff M.

Comments:

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."

Entry Num:

211

Company:

ACAA

Employee:

Lisa M.

Name:

Cheryl S.

Comments:

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.

Entry Num:

210

Company:

ACAA

Employee:

Mike M.

Name:

Greg K.

Comments:

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.

Entry Num:

209

Company:

ACAA

Employee:

Mike M.

Name:

Greg K.

Comments:

Entry Num:

208

Company:

ACAA

Employee:

Bob B.

Name:

Greg K.

Comments:

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 .

Entry Num:

206

Company:

ACAA

Employee:

Susan M..

Name:

Keith D.

Comments:

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.

Entry Num:

204

Company:

ACAA

Employee:

Matt B.

Name:

Jeff M.

Comments:

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!

Entry Num:

193

Company:

ACAA

Employee:

Tom T.

Name:

Cece

Comments:

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.

Entry Num:

186

Company:

ACAA

Employee:

Nancy S.

Name:

Stephanie S.

Comments:

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.

Entry Num:

185

Company:

ACAA

Employee:

Jim S.

Name:

Rege O

Comments:

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.

Entry Num:

177

Company:

ACAA

Employee:

Bob C.

Name:

Tom E.

Comments:

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.

Entry Num:

176

Company:

ACAA

Employee:

Robert M.

Name:

Barry M.

Comments:

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.

Entry Num:

175

Company:

ACAA

Employee:

Rob

Name:

Marc B.

Comments:

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.

Entry Num:

174

Company:

ACAA

Employee:

Stephanie L.

Name:

Marc B

Comments:

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.

Entry Num:

170

Company:

ACAA

Employee:

Tracey C.

Name:

Jeff M.

Comments:

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.

Entry Num:

169

Company:

ACAA

Employee:

Ralph W.

Name:

Jeff M.

Comments:

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.

Entry Num:

168

Company:

ACAA

Employee:

Sandy K.

Name:

Jeff M.

Comments:

Entry Num:

166

Company:

ACAA

Employee:

Jamie C.

Name:

Jeff M.

Comments:

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.

Entry Num:

165

Company:

ACAA

Employee:

Steve H.

Name:

Jeff M.

Comments:

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.

Entry Num:

161

Company:

ACAA

Employee:

Rich D.

Name:

Scot B.

Comments:

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.

Entry Num:

160

Company:

ACAA

Employee:

Bo M

Name:

Scot B

Comments:

Entry Num:

159

Company:

ACAA

Employee:

Bob C.

Name:

Michael R.

Comments:

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.

Entry Num:

154

Company:

ACAA

Employee:

Joel G.

Name:

Barry M.

Comments:

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!

Entry Num:

153

Company:

ACAA

Employee:

Donald F.

Name:

Barry M.

Comments:

Entry Num:

137

Company:

ACAA

Employee:

Monica J.

Name:

Steve R.

Comments:

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.

Entry Num:

136

Company:

ACAA

Employee:

Bob C.

Name:

Anne F.

Comments:

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.

Entry Num:

135

Company:

ACAA

Employee:

Kinsey

Name:

Anne F.

Comments:

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.

Entry Num:

133

Company:

ACAA

Employee:

Byron H

Name:

Anne F.

Comments:

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.

Entry Num:

132

Company:

ACAA

Employee:

Anne F

Name:

Jeff M

Comments:

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.

Entry Num:

131

Company:

ACAA

Employee:

Jack B.

Name:

Jeff M.

Comments:

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!

Entry Num:

130

Company:

ACAA

Employee:

Byron H.

Name:

Jeff M.

Comments:

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.

Entry Num:

129

Company:

ACAA

Employee:

Beth H.

Name:

JoAnn J.

Comments:

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!

Entry Num:

128

Company:

ACAA

Employee:

Dennis M.

Name:

Dale P.

Comments:

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.

Entry Num:

126

Company:

ACAA

Employee:

Robert H.

Name:

Barry M.

Comments:

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!

Entry Num:

125

Company:

ACAA

Employee:

Larry S.

Name:

Larry S

Comments:

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.

Entry Num:

124

Company:

ACAA

Employee:

Frank S.

Name:

Marc B.

Comments:

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.

Entry Num:

123

Company:

ACAA

Employee:

CeCe P.

Name:

Jeff M.

Comments:

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

Entry Num:

120

Company:

ACAA

Employee:

Greg K.

Name:

Cindy F.

Comments:

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.

Entry Num:

107

Company:

ACAA

Employee:

Eric R.

Name:

Scot B.

Comments:

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.

Entry Num:

106

Company:

ACAA

Employee:

Kurt P.

Name:

Jeff M.

Comments:

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!

Entry Num:

105

Company:

ACAA

Employee:

Dave S.

Name:

Jeff M.

Comments:

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.

Entry Num:

104

Company:

ACAA

Employee:

Wendy H.

Name:

Jeff M.

Comments:

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.

Entry Num:

102

Company:

ACAA

Employee:

Tom B.

Name:

Jeff M.

Comments:

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.

Entry Num:

101

Company:

ACAA

Employee:

Eric B.

Name:

Jeff M.

Comments:

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!

Entry Num:

100

Company:

ACAA

Employee:

James G.

Name:

Jeff M.

Comments:

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.

Entry Num:

Company:

ACAA

Employee:

Brad K.

Name:

Kendra H.

Comments:

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

Entry Num:

Company:

ACAA

Employee:

David P.

Name:

Mark C.

Comments:

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.

Entry Num:

Company:

ACAA

Employee:

Beth H.

Comments:

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.

Entry Num:

Company:

ACAA

Employee:

Ed K.

Name:

Barry M.

Comments:

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.

Entry Num:

Company:

ACAA

Employee:

Bobbi H.

Name:

Anne F.

Comments:

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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"Resiliency Edge" Success Stories