A traveler was upset because she bought a smart cart instead of a $5.00 metro card to exit the system. I understood and listened to her explain her misunderstanding of the process to exit the AirTrain system. The customer left happy, saying “Next time she will pay more attention and ask for help when she doesn’t understand.”
Entry Num:
687
Company:
Bombardier
Employee:
CW
Name:
Greg Wade
Comments:
A traveler was upset because she lost her laptop on the train with her passport and flight information. I called Operations and reported the lost bag. After all the ATA’s looked for the bag, it was found and the customer was happy. The customer left happy, saying “Thank you very much for your time and help.”
Entry Num:
686
Company:
Bombardier
Employee:
CW
Name:
Greg Wade
Comments:
A traveler was upset because the customer lost their passport at the airport. I gave him the number to lost and found, and then helped him find Terminal 4 to report his passport lost. The customer left happy, saying “Thank you very much and have a good day.”
Entry Num:
685
Company:
Bombardier
Employee:
MP
Name:
Myrna Perez
Comments:
A Spanish speaking traveler was upset because her British Airways arriving flight was three hours late coming to JFK. This caused her to miss her American Airline flight to Argentina. She now had to wait until the next day for a departure flight. I explained to her that she needed to go back to British Airways and ask them to re-book without paying anything. She would also need a hotel room, so that she didn’t have to wait in the airport the whole day. I continued to assist her by taking her to Terminal 7. The customer left happy, saying “Thank you dearly for taking time and effort to assist me. She sated that prior tome helping her, she kept asking for help and no one would assist her. The airline rebooked her at no charge and gave her a hotel voucher for the stay until her departure. In Spanish she said thank you very much.”
Entry Num:
684
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because he did not have enough money to pay for the $7.00 metrocard, he only had $6.00. I said don’t worry I will give you the $1.00 you are missing. The customer left saying, “Thank you.”
Entry Num:
683
Company:
Bombardier
Employee:
EG
Name:
Eric Mickles
Comments:
A traveler was upset because while running late, they thought they got off at the wrong station when heading to Newark Airport. To make the best time, I advised the customer to take the Long Island Railroad to Penn Station. Then catch the Path train to Newark Airport. The customer left saying, “Thank you for all your help.”
Entry Num:
682
Company:
Bombardier
Employee:
US
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he had lost his company ID at the Federal Circle Station. I was proactive in my observance of the area and noticed an airport employee ID on the bench. Altering the OPS Center Operator and using our PA system, we were able to locate the employee who lost it. The customer left saying, “Losing my Port Authority ID would have cost me dearly. Thanks Ulysses, you saved me a great deal.”
Entry Num:
681
Company:
Bombardier
Employee:
TW
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he had no change at the Jamaica Station ad the vendor was closed. I tried my best to find him change and I found two other people needing $5.00 cards. So I suggested they purchase a $15.00 card and they were able to exit the system. The customer left saying, “Thank you very much, promising next time to have change.”
Entry Num:
678
Company:
Bombardier
Employee:
US
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she dropped her cell phone on tracks at the Lefferts Blvd. Station. I assisted fellow ATA #120 in retrieving the cell phone safely. The customer left happy, saying “I’m very appreciative of the efforts by both of you in getting my phone, thanks.”
Entry Num:
677
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was happy because I took time to stand and explain how the AirTrain system worked. I was proactive, and took time to explain the way the system works during peak and off peak hours. I also showed the customer how to read the PID’s and the color grid of each train. The customer left happy, saying “Thank you for taking time out to explain it to me.”
Entry Num:
676
Company:
Bombardier
Employee:
MA
Name:
Greg Wade
Comments:
A traveler was upset because his month metrocard had an error. I gave him a New York City transit form and told him to mail it in. The customer left happy, saying “Thank you.”
Entry Num:
675
Company:
Bombardier
Employee:
MA
Name:
Greg Wade
Comments:
A traveler was upset because American Airlines lost her luggage. I explained to her where lost and found and bag service was located. The customer left happy, saying “Thank you.”
Entry Num:
674
Company:
Bombardier
Employee:
MA
Name:
Artley Carter
Comments:
A traveler was upset because the TVM machine took his money and he didn’t receive a metrocard. I let him pass the AirTrain fare gate and apologized for this problem. The customer left happy, saying “Thank you for your help.”
Entry Num:
673
Company:
Bombardier
Employee:
MA
Name:
Artlety Carter
Comments:
A traveler was upset because she left her wallet on the AirTrain platform. I found her wallet on the seat in the middle of the platform. The customer left happy, saying “Thank you, and started to cry because she was happy.”
Entry Num:
672
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler was upset because when they arrived at JFK they found out their connecting flight was at Newark Airport. I found out how much time the passenger had to catch their flight. Then I showed the passenger more than one way of making there way to Newark Airport. The customer left happy, saying “Thank you for being here. You have been a great help.”
Entry Num:
671
Company:
Bombardier
Employee:
US
Name:
Artley Carter
Comments:
A traveler was upset because she didn’t have change of a $100.00 bill to exit the fare gate in the AirTrain system. I took it upon myself to go above and beyond and make an effort to remedy her situation. I found the appropriate amount so that the fare gate could be paid. The customer left happy, saying “Thanks for all your efforts.”
Entry Num:
670
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they were unfamiliar with the machine and didn’t understand how they worked. I explained and showed them how to use the machines, so they could know how to use them in the future. The customer left happy, saying “Thank you very much for taking the time to show me how to use the machines.”
Entry Num:
669
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they didn’t know how to put the metrocard into the fare gate. They complained that the picture on the fare gate is confusing and it doesn’t explain how the metrocard is supposed to go. I explained to the customer and should them the correct way to insert the metrocard. The customer left happy, saying “Thank you for your patience.”
Entry Num:
668
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
A traveler was confused because she didn’t understand the difference between a regular metrocard and an AirTrain card. I explained to her there was not a difference, and they both are payment methods to ride the subway and or AirTrain. The customer left happy, saying “Thanks you.”
Entry Num:
667
Company:
Bombardier
Employee:
JB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they were rushing to catch a flight and we took a train out of service. I apologized to the customer and explained the process of reduction. I also, advised the customer that the train in service was directly following the out of service train. The customer left happy, saying “Thanks for your explanation.”
Entry Num:
666
Company:
Bombardier
Employee:
JB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he had to pay for his three kids. I explained to the customer the fee for the children and informed him about the ten trip AirTrain card. The customer left happy, saying “Thank you.”
Entry Num:
665
Company:
Bombardier
Employee:
JB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they were blind and had no assistance. The passenger needed to get to the Long Island Railroad platform. I escorted the passenger thru the fare gats and down to the Long Island Railroad. The customer left happy, saying “Thank you for your help.”
Entry Num:
664
Company:
Bombardier
Employee:
DP
Name:
Eddy Pierre
Comments:
A traveler was upset because she was lost and deaf. We were able to write and communicate on paper. I found out what her problems were and wrote the directions where she needed to go to catch her flight. The customer left happy, saying “Thank you, while bowing her head.”
Entry Num:
663
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they were at the Howard Beach Station and they needed to be at the Jamaica Station to take the Long Island Railroad. I saw a man with his three daughters at the Howard Beach Station looking confused. They told me their situation and I told them what they needed to do get to the Jamaica Station. They agreed they understood completely. Another fifteen to twenty minutes later into my Howard Beach Station checks; I see them back at the Howard Beach Station. The girls said, “This is a little embarrassing.” I told them it wouldn’t be a problem and I would take them to Federal Circle. They left happy joking saying, “Now we know we won’t screw this up again. Thanks for coming with us and thank you so much for all your patience.”
Entry Num:
662
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she didn’t speak English and she needed to get into the city. I saw a woman with a young boy standing on the platform at Terminal 8 looking confused. The woman didn’t speak English but the four or five year old boy did. He told me they needed to get to Grand Central Station. I slowly explained to the boy what they needed to do, and he translated the instructions to his mother and aunt. I also, told the boy to tell his mother that if she had any more questions later, my co-workers at Jamaica Station would be glad to help her. The little boy left happy saying, “Thank you sir and the mother just smiled and nodded her head.”
Entry Num:
661
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because his flight was delayed for several hours and he wanted to find something to do to pass the time. Already frustrated, he was lost when it came to operating the metrocard machine or figuring out where the trains went. I helped him with both. It was just a few simple instructions. All he wanted to do was go for a walk in the city, look around, and get something to eat. About four hours later that same traveler surprised me by making it a point to come up to me saying, “What a big help I was earlier and what a good time he had.”
Entry Num:
660
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because when she was getting off the train at Terminal 4 one of her suitcases fell off her smart cart, and the train left with her baggage when the doors closed. I was on the platform at Terminal 5 when a co-worker called me and told me what had happened. He also told me the exact train, car, and door so that I could find the suitcase. A few seconds later the train came in and I retrieved the suitcase. I called over the radio for the passenger to meet me at Terminal 5. The customer left happy, saying “Thank you. I’m already running late, so I would have been forced to leave it behind if you didn’t catch it so quickly. Thanks so much.”
Entry Num:
659
Company:
Bombardier
Employee:
QB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because there were four Howard Beach bound trains in a row that passed through the station. He wanted to know why they were so many Howard Beach trains compared to Jamaica bound trains. I explained to him that every night, around the same time, our system reduces the amount of trains running in service to accommodate the peak and off peak train schedules. In doing so we must take selected trains out of service at the end station nearest to the storage yard, which is Howard Beach. The customer left happy, saying “Thank you for taking the time to explain that to me.”
Entry Num:
658
Company:
Bombardier
Employee:
QB
Name:
Vladimir Myrthil
Comments:
A traveler approached me at Terminal 8 platform with a gentleman who escorted her from American Airlines arrivals. The man, who incidentally was the American Airlines General Manager, informed me that he witnessed the crippled passenger almost get hit by a bus. He then assisted the startled passenger with her cart full of luggage, so she could catch her connecting flight from Terminal 4. They arrived at Terminal 8 AirTrain platform which was the furthest he could escort her. I let the manager know that the passenger was in good hands. I told the manager that I would personally escort her to her connecting flight check-in counter as quick and safe as possible. I did this shortly there after. The customer left happy, saying “Thank you very much, I appreciate it.”
Entry Num:
657
Company:
Bombardier
Employee:
TW
Name:
Artley Carter
Comments:
A traveler was upset because he needed help and was deaf. He didn’t know how to purchase a round trip for now and for when he returns in two weeks. As I began to walk over to him, he waved a few hand gestures to make me aware he was deaf. I understood his dilemma and I helped him purchase a $10.00 metrocard. The customer left happy, saying “Thank you and putting both hands by his mouth blowing a kiss my way.”
Entry Num:
656
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because the fare gate swiped off too many fares. I explained to her it was the fare gates mistake and informed her to take the MTA envelope to request her money back. The customer left happy, saying “ Thanks.”
Entry Num:
655
Company:
Bombardier
Employee:
TW
Name:
Greg Wade
Comments:
A traveler was upset because her husband had put a $20.00 bill inside of the machine and didn’t press no in time, so the machine gave him a $20.00 metrocard. I explained to him what he might have done wrong, and I gave him a MTA envelope for a refund. The customer left happy, saying “ Thank you, although upset.”
Entry Num:
654
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because she was traveling up an escalator with 2 bags at Terminal 5 when she began to lose her balance, falling awkwardly on top her bags. I quickly stopped the escalator using the emergency stop button allowing the passenger to regain their balance and prevent any injury. I then proceeded to ask the passenger if she needed medical assistance and she refused. The traveler left happy, saying "Thank you so much for doing that. I am happy you were here to stop it. Thank you".
Entry Num:
653
Company:
Bombardier
Employee:
DP
Name:
Priscilla Everett
Comments:
A traveler was upset because he lost his bag. He wasn't sure if he left it on the platform or on the train he was on, because he was so excited about seeing his family. I put an annoucement over the radio to all 100's unit. An agent had the bag in their possesion at Federal Circle. I sent the passenger enroute to retrieve his bag. The traveler left happy, saying "Great Job! My personal belongings were in there".
Entry Num:
652
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because he had lost his back pack containing his Mac computer and hard drive, along with various other valuables. I was contacted by the Operations Center and quickly checked the incoming trains for the missing bag. The bag was recovered and returned to the passenger upon his arrival. The traveler left happy, saying "Thank you so much. This is my life in here, I am a web designer and I have all my work on the hard drive in side here. Thank you, Thank you, Thank you".
Entry Num:
651
Company:
Bombardier
Employee:
DA
Name:
Priscilla Everett
Comments:
It was a flight attendant first time purchasing an AirTrain card and he was using a transit check card. He did not like the idea of paying five dollars every time he used the system. I showed him how he could purchase a 10-trip card for $25 and use it only when he needs to. I also explained he would need a seperate card for the subway. The traveler left happy, saying "Thank you, for all your help"!
Entry Num:
650
Company:
Bombardier
Employee:
Sm # 125
Name:
Greg Wade
Comments:
A traveler was upset because he parked his car at Terminal 4 expecting the arrival of a domestic JetBlue flight. I advised the passenger that JetBlue domestic arrivals are at Terminal 5, and explained his option via parking or AirTrain. The customer left happy, saying “Thanks Buddy.”
Entry Num:
649
Company:
Bombardier
Employee:
Sm # 153
Name:
Artley Carter
Comments:
A traveler was upset because he had been given the wrong information in regards to Iceland Air departure terminal location. I apologized and advised the location Terminal 7. I also explained how he could reach the location by AirTrain. The customer left happy, saying “Thank you.”
Entry Num:
648
Company:
Bombardier
Employee:
Linnell McCoy
Name:
Jamaal Cox
Comments:
A traveler was upset because a mother and child were separated from the husband. They stated he was on the all terminal train. I immediately made announcements to all the central terminal trains, while the mother and child heard me on the PTEL. The customer left happy, saying “Something Arabic with a smile.”
Entry Num:
647
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because he left his bag on the train with his personal items inside. I suggested to him to call the Operation Center, where he was advised that the bag was at Federal Circle. The customer left happy, saying “Thank you for your help.”
Entry Num:
646
Company:
Bombardier
Employee:
KA
Name:
Priscilla Pierre
Comments:
A traveler was upset because she didn’t think she would make her flight at 9:30am to Buffalo, NY on American Airlines. I showed optimism with her saying it was only 8:50am, and she was at Federal Circle. I directed her to the AirTrain to all terminals, and told her to get off at Terminal 1, the next stop. Then catch the AirTrain across the platform to Terminal 8. The customer left happy, saying “Thank you very much.”
Entry Num:
645
Company:
Bombardier
Employee:
JR # 149
Name:
Priscilla Everett
Comments:
A traveler was upset because she left her bag, with cash and an expensive camera, on a Jamaica bound train. I called all agents to be on the look out for this bag, as the passenger had a lot of valuables in the bag. The passenger and I checked each Jamaica train as they arrived at the station. After searching, we found the bag on the last train. The customer left happy, she was so happy we had found her bag. She was in tears. She left saying, “Thank you so much for taking the time to help look for my bag.”
Entry Num:
642
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler was upset because she had a Smarte Carte full of luggage and she had her infant in the carriage. She was running late for her flight. I helped her push her carte to the check-in counter, while she pushed the carriage. The customer left happy, saying “Thank you.”
Entry Num:
641
Company:
Bombardier
Employee:
Sm # 153
Name:
Greg Wade
Comments:
A traveler was upset because there was no announcement onboard a CTA train changing service. I apologized to the passenger. Then I advised how they could continue on to their destination via an alternate route. The customer left happy, saying “Thank God you’re here.”
Entry Num:
640
Company:
Bombardier
Employee:
SM # 153
Name:
Artley Carter
Comments:
A traveler was upset because she was lost and couldn’t speak or read English. I asked her for her travel documents, and received permission to escort her to her destination. The customer left happy, smiling with laughter.
Entry Num:
639
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
Travelers were upset because they were trying to get to 103rd Street in Manhattan and someone had given them wrong directions. I explained to them how they would get there and showed them on the map. After giving them a subway map, I showed them how to purchase their $7.00 metrocard. The customers left happy, saying “Thank you very much. One of the customers asked for my managers to tell them about the service he received. He also asked for a comment card.”
Entry Num:
638
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she had a connecting flight and couldn’t understand what airline she had to go to. I read her boarding pass and explained to her how to get there. The customer left happy, saying “Thank you.”
Entry Num:
637
Company:
Bombardier
Employee:
US
Name:
Artley Carter
Comments:
A traveler was upset because she only had $55.00 left from the $100.00 she lost. She needed to get to Manhattan by taxi and it was an emergency. I suggested against using the local unlicensed livery cabs in fear of being overcharged. I recommended she go to Terminal 1 for a standard yellow cab. Those cabs are city enforced and have a base price of $40.00 from the airport to Manhattan. The customer left happy, saying “Your information is helpful and appreciated. Thanks a million.”
Entry Num:
636
Company:
Bombardier
Employee:
AG
Name:
Eric Mickles
Comments:
A traveler was upset because he lost a bag on the train. I communicated with my co-worker to help him find his backpack. The customer left happy, saying “Thanks, when he was reunited with his bag.”
Entry Num:
635
Company:
Bombardier
Employee:
DA
Name:
Eddy Pierre
Comments:
Travelers were upset because they were told that the metrocard for $7.50 was an all day card that included the AirTrain fare. I explained that the $7.50 metrocard is only for the NYC subways and buses. I showed them the other metrocard options and offered a map, so they could better plan out their day. The customers left happy, saying “Thank you very much, realizing they really didn’t need the $7.50 day metrocard.”
Entry Num:
634
Company:
Bombardier
Employee:
QW
Name:
Eddy Pierre
Comments:
A traveler was upset because they got on a Jamaica Station bound train in hopes of ending at Long Term Parking. They also didn’t hear any announcements. I apologized for the miscommunication on the train and directed them back to Federal Circle. I told them as a heads up, read the display above the door to ensure the train is going where they want it to. The customer left happy, saying “Thank you for that information. They didn’t know that was there.”
Entry Num:
633
Company:
Bombardier
Employee:
QW
Name:
Priscilla Everett
Comments:
A traveler was upset because she didn’t know how to get to Terminal 8 in time to catch her flight. I told her to take any train on Track 1 to Terminal 1. Then cross over to the inner loop train on Track 2 to go in reverse toward Terminal 8. The customer left happy, saying “I’m happy to have my travel time on the AirTrain cut short.”
Entry Num:
632
Company:
Bombardier
Employee:
QW
Name:
Priscilla Everett
Comments:
A traveler was upset because she couldn’t figure out how to insert the metrocard at the fare gate. I asked her is she would like me to assist her. Then I showed her how to insert the metrocard. The customer left happy, saying “I’m glad that you were here.”
Entry Num:
631
Company:
Bombardier
Employee:
NS
Name:
Samuel Andre
Comments:
A traveler was upset because he had no way of getting change of $10.00 to make a purchase at Jamaica Station. I tried my best to calm him down and ask others for change. I was finally able to get change for the passenger. He was satisfied on how I did my best to help him out. The customer left happy, saying “Thank you for your help. Please communicate to upper management in investing in a change machine at this station.”
Entry Num:
630
Company:
Bombardier
Employee:
NS
Name:
Samuel Andre
Comments:
A traveler was upset because an elderly woman didn’t know what happened to her husband on his way to get their car. I stood with her and tried to calm her down. I spoke with parking security to see if he’ll be able to help me. I patiently waited until her husband returned. He said that the car wouldn’t start, and that’s what took him so long. So, I spoke to security and they gave their car a boost. The customer left happy, saying “Thank you so much for stopping by and for your concern. They praised JFK for all the help around the airport.”
Entry Num:
629
Company:
Bombardier
Employee:
AT
Name:
Greg Wade
Comments:
A traveler was upset because his flight came in late due to weather, and he missed the connecting flight. I made him feel comfortable and gave him all needed information. The customer left happy, saying “Thank you.”
Entry Num:
628
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she left her pocketbook on the train. I called all the agents and advised them on the situation. Five minutes late, I received a radio transmission indicating that the bag was found. I directed her to the location where she had to go to pick up the pocketbook. The customer left happy, saying “God sent me to her.”
Entry Num:
627
Company:
Bombardier
Employee:
SA
Name:
Artley Carter
Comments:
A traveler was upset because there flight landed late, had very little time to make their connecting flight, and they had no idea where their connecting flight was at. I took a look at the boarding pass. Then called on the radio, that I would be helping the passenger to there terminal. I took the passenger to the check-in counter. The passenger made their flight. The customer left happy, saying “Thank you so much.”
Entry Num:
626
Company:
Bombardier
Employee:
JB
Name:
Greg Wade
Comments:
A traveler was upset because she lost her cell phone on the train. I already heard that another ATA had found a phone, so I confirmed that it was her actual phone. The customer left happy, saying “You are the best.”
Entry Num:
625
Company:
Bombardier
Employee:
QB
Name:
Artley Carter
Comments:
A traveler was upset because many trains were bypassing the station where he was waiting. I advised him that it was a precaution due to an unattended bag in the station. The customer left happy, saying “Thank you for saving my life. I am eternally grateful.”
Entry Num:
624
Company:
Bombardier
Employee:
QB
Name:
Greg Wade
Comments:
A traveler was upset because the airline she needed for a connecting flight was not posted on the airline directory on the AirTrain. I apologized for the confusion. Then I advised her that some airlines work in conjunction with other airlines and that may have been the reason that particular co-share airline isn’t posted. I also told her that I would make a note to point this out to my boss. The customer left happy, saying “Thank you so much, I would really appreciate that”
Entry Num:
623
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because a machine took their five dollars at Jamaica Station. The customer had their receipt, so I took the information and helped them buy a subway card. Then I let them out. The customer left happy, saying “Thank you.”
Entry Num:
622
Company:
Bombardier
Employee:
JR # 149
Name:
Priscilla Everett
Comments:
A traveler was upset because she had arrived at the Howard Beach station and was running late for her flight. The next train was out of service due to reduction. I explained to the passenger that due to our maintenance assignments the trains were out of service. I told her that she can get off at Terminal 1 and take the inner loop train to Terminal 8 instead of going through the entire CTA. The customer left happy, saying “Thank you for taking the time to explain. It’s great that you guys are here.”
Entry Num:
621
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because hadn’t been in New York in the last fifteen years and didn’t realize the train fare had gone up to $2.00. I helped her purchase a Long Island Railroad ticket and a one day AirTrain ticket. The customer left happy, saying “It’s great to have people here, AirTrain agents, to get help from instead of machines or computers.
Entry Num:
620
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was upset because she lost her bag on one of the trains and didn’t know which train line she got off at. Optimistically, I told her that there are agents, like myself, all around the system. And I would radio to all, be on the look out for her bag. The customer left happy, saying “thank you.”
Entry Num:
618
Company:
Bombardier
Employee:
EG
Name:
Samuel Andre
Comments:
A traveler was upset because they lost passport and other vital documents on vehicle 210. I alerted all agents and the Operation Center. I advised the customer that the documents were being held at Howard Beach Station. The customer left happy, saying “thank you for your service.”
Entry Num:
617
Company:
Bombardier
Employee:
AT
Name:
Greg Wade
Comments:
A traveler was upset because she got separated from her husband when the AirTrain doors closed. This was their first time flying out of JFK and they didn’t speak English very well. I used my language skills to help the passenger, and after five minutes they were reunited. The customer left happy, saying “A million thanks to me.”
Entry Num:
616
Company:
Bombardier
Employee:
FD
Name:
Greg Wade
Comments:
A traveler was upset because he arrived at the Howard Beach Station needing to get information on Airline Terminals. He was deaf and needed help. I wrote what his questions were, and we communicated through our penmanship. I showed him on a map how to get to his airline. I felt as thought all his questions were answered. The customer left happy, and was so pleased. He appeared more comfortable using the AirTrain system for his future travels.
Entry Num:
615
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because he left his backpack on the benches at Terminal 5. I radioed Terminal 5 to perform a station check. Then I escorted the passenger to Terminal 5, and the bag was still on the benches. The customer left happy, saying “ Thank you.”
Entry Num:
614
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
Travelers were upset because they weren’t aware they had to pay for the AirTrain. I explained that they need to pay for the AirTrain in both directions, at end stations. They bought their tickets and left. The travelers left happy, saying “Thank you.”
Entry Num:
613
Company:
Bombardier
Employee:
AG
Name:
Eric Mickles
Comments:
A traveler was upset because he car at Newark Airport and he was at Terminal 4. I told him all his options to getting back to Newark Airport. The traveler left happy, saying “Thank you for understanding and taking time out from your lunch break to help me.”
Entry Num:
612
Company:
Bombardier
Employee:
QW
Name:
Eddy Pierre
Comments:
A traveler was upset because he was rushing to catch the train waiting on the platform but was too late and missed it. I told him not to worry because it was peak time, so there would be another train in less than five minutes. The traveler left happy, saying “That’s not so bad, no problem.”
Entry Num:
611
Company:
Bombardier
Employee:
MJ
Name:
Eric Mickles
Comments:
A traveler was upset because he wanted to go to Lefferts Blvd Long Term Parking A, but was currently on the CTA inner loop. I told him to take the next train on track # 1 to Lefferts Blvd Long Term Parking A and B. The traveler left happy, saying “Thank you sir.”
Entry Num:
610
Company:
Bombardier
Employee:
US
Name:
Greg Wade
Comments:
A traveler was upset because he lost his passport at Terminal #4 and couldn't get home. I inquired within TSA Organization as to what procedure is taken for missing or recovered passports. Thus we were able to solve the dilemma. The traveler left happy, saying "Thanks sir, you saved the day for me".
Entry Num:
609
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A couple of traveler was upset because they needed directions on how to get to upper west side. First time here from Russia. I gave them a map and marked the location and points they needed to transfer at. I also helped them purchase their metrocards. The travelers left happy, saying "Thanks for all your help".
Entry Num:
608
Company:
Bombardier
Employee:
DP
Name:
Eddy Pierre
Comments:
A traveler was upset because they was told that the AirTrain was free and didn't have much cash on them. I saved them money by getting them a metrocard that they could afford. The traveler left happy, saying "Thank you sir"!
Entry Num:
607
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because he came to the wrong station instead of Howard Beach. I told him to go back one stop to Federal Circle, at the 2nd level make sure you take the Howard Beach train. I advised him that the monitors above the doors will read either Jamaica or Howard Beach. The traveler left happy, saying "Thank you for your help".
Entry Num:
606
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she had a connecting flight and couldn't understand what airline she had to go to. I read her boarding pass and explain to her where to go and how to get there. The traveler left happy, saying "Thank you".
Entry Num:
605
Company:
Bombardier
Employee:
SM #125
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she lost her black backpack. I performed a sweep of the Howard Beach trains until the bag was found. The customers left happy, saying “I’m extremely grateful and relieved because the backpack contained my Mac laptop.”
Entry Num:
604
Company:
Bombardier
Employee:
SM# 125
Name:
Artley Carter
Comments:
A traveler was upset because he was misinformed by an airport employee. I expressed sympathy for the situation and provided him with the correct information. The customer left happy, saying “Thank you for my assistance.”
Entry Num:
603
Company:
Bombardier
Employee:
SM # 153
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she and her daughter were running late for a flight with Emirates Airlines at Terminal 4. I gained permission and escorted her to Terminal 4 Emirates check-in and gate, so she could maker her flight. The customer left happy, saying “Thank you.”
Entry Num:
602
Company:
Bombardier
Employee:
AT
Name:
Greg Wade
Comments:
A traveler was upset because he left his bag on the train. I told the passenger to give me a description of the bag left on the train. Then I called the Operation Center Operator about the bag, while the passenger and I searched the train for his lost bag. After fifteen to twenty minutes we found the bag. The customer left happy, saying “Thank you for helping me find my bag.”
Entry Num:
601
Company:
Bombardier
Employee:
AT
Name:
Greg Wade
Comments:
A traveler was upset because a wheelchair employee dropped a 72 year old woman at the AirTrain platform, and she was having a hard time catching her connecting flight. I called the Operation Center Operator to place a request to hold for an old lady, so she can board the train. I also stayed onboard with her to make sure she disembarked the train without injury. The customer left happy, saying “I’m very nice to seniors.”
Entry Num:
600
Company:
Bombardier
Employee:
SA
Name:
Greg Wade
Comments:
A traveler was upset because he had misplaced his black shoulder bag that had all his identification and cash. I was taking a train out of service from Terminal 7, when I spotted the bag. I called it in to operation, and an hour later the passenger came back looking for the bag. The customer left happy, saying “Thank you. The passenger was so happy that he gave me a hug.”
Entry Num:
599
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was happy because a family of four came to Jamaica station wanting to go to 42nd Street. I explained how they can all share one card and save money. I also explained how to get to 42nd Street and what they needed to do when they come back. The customer left happy, saying “Thank you, you are the most helpful and nice person we met in New York.”
Entry Num:
598
Company:
Bombardier
Employee:
MJ
Name:
Samuel Andre
Comments:
A traveler was upset because they boarded the train to Jamaica, when they needed the train to Terminal 4. I told them to take the next train on the top floor to Terminal 4. The customer left happy, saying “Thank you sir.”
Entry Num:
597
Company:
Bombardier
Employee:
EG
Name:
Samuel Andre
Comments:
A customer was upset because he was misdirected by someone in the Terminal while looking for courtesy shuttle buses. I defused his anger with a few kind works and directed him to Federal Circle. The customers left happy, saying "Thank you for your patience and help.”
Entry Num:
596
Company:
Bombardier
Employee:
JK # 160
Name:
Eric Mickles
Comments:
Travelers were upset because their credit cards would not work. I went over to assist them and got their cards to work. The customers left happy, saying "We are glad you were here because we only have foreign currency, we are very tried, and would like to reach our hotel.”
Entry Num:
595
Company:
Bombardier
Employee:
RW
Name:
Priscilla Everett
Comments:
A traveler was upset because she wanted me to let through the turnstile. She brought a $10.00 metrocard for two people to exit the AirTrain system. One of them exited the AirTrain and subway turnstile causing a balance of $4.50. The second passenger could no go through the same turnstile. She indicated that one signs reads exit to street and the other AirTrain and subway. She didn’t want to exit to the street, so she used the AirTrain and subway exit. I explained the difference between the two turnstiles and apologized for the misleading signage. The customer left happy, saying "I know this is not your fault and didn’t mean to blast you or ask you to let me through. I’m glad to know that someone cares enough to try to make changes for those of us that are not from New York City. Thank you.”
Entry Num:
594
Company:
Bombardier
Employee:
RW
Name:
Priscialla Everett
Comments:
A traveler was upset because he didn’t see the listing on the platform directions for JetBlue arrivals from Porto Rico. I saw that the customer was right, and told him where to go and how to get there. I told him I’m sorry and I would try to get that changed. The customer left happy, saying "Thank you for listening and trying to get things changed. Thanks for working for us, the customers. It’s not easy to get around this very big airport.”
Entry Num:
593
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
Travelers were upset because they traveled from London to New York and couldn’t find any signs locating food courts. I expressed that I would ask the higher ups about this matter and guided them to the food court. The customer left happy, saying "Thank you very much for escorting us to the food court. We all are very hungry.”
Entry Num:
592
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
A traveler was upset because he didn’t understand why he had to pay for the AirTrain, as he parked his car at the Howard Beach Station and didn’t ride the AirTrain. I explained that the AirTrain is a system that you pay to enter and exit on the end stations. Howard Beach is one of our end stations, and it doesn’t matter if you ride the system or not. If you exit out to the street or enter the subway system there is a charge. The customer left happy, saying "I’ll pay the money, but I still think this is not fair. Thanks for explaining.”
Entry Num:
591
Company:
Bombardier
Employee:
NS
Name:
Samuel Andre
Comments:
A traveler was upset because she didn’t know how to get to the Howard Beach Station. I was at Howard Beach when I approached this worried gentleman. With very little English, he informed me his wife was now at Jamaica and didn’t know to get to Howard Beach. Her cell phone went dead and they had no form of communication. Op Center 212 and I were able to identify the passenger over the camera to the party that was waiting. We monitored her boarding on train 207, and told ATA 130 to make sure she boards the Howard Beach train. I met her at the Howard Beach platform and escorted her to her party. The customer left happy, saying "That they were very pleased on how the passenger was able to be tracked and reunited. They both thanked my and were every happy.”
Entry Num:
590
Company:
Bombardier
Employee:
GM
Name:
Artley Carter
Comments:
A traveler was upset because he was running late for a meeting he had in Manhattan. I saw the passenger get on a Howard Beach train at Terminal 8 without looking at the sign above the door. I walked on the train to confirm that he wanted a Howard Beach train. He told me he wasn’t sure, and his meeting was just north of Penn Station. I told him to catch the next train to Jamaica and take the Long Island Railroad to Penn Station, so he could cut his travel time in half. The customer left happy, saying "Thank you for looking out for me. With that little tip I might make it after all, Thanks again.”
Entry Num:
589
Company:
Bombardier
Employee:
FD
Name:
Greg Wade
Comments:
A traveler was upset because she had arrived at Howard Beach Station. She was extremely nervous and tried to contain herself, but her entire body was shaking. She had never been to America and had no idea how to get to her location. I reassured her that she would be able to take the train to 42nd Street Port Authority Bus Terminal. She couldn’t stop shaking and crying. I told her to stay in our area for a moment and compose herself. The customer left happy, saying "Thank you. I will take your advise and stay for awhile."
Entry Num:
588
Company:
Bombardier
Employee:
SM # 153
Name:
Greg Wade
Comments:
A traveler was upset because they had become separated while boarding a train at an earlier Terminal stop. I had operations make an announcement in all trains and stations for the lost party to meet at Federal Circle Station. The passengers arrived shortly after on an incoming train. The customer left happy, saying "Thank you."
Entry Num:
587
Company:
Bombardier
Employee:
QB
Name:
Artley Carter
Comments:
A traveler was upset because she was lost. I gave her the directions to her destination. The customer left happy, saying "Thank you."
Entry Num:
586
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she was riding the Jamaica train trying to get to Terminal 8 the quickest way possible. I explained how she can get off at Terminal 1 and go across the platform to take the inner loop to the next stop, Terminal 8. She was nervous, so I called my co-worker at Terminal 1 to meet her. He met her at the train and put her on the inner loop. The customer left happy, saying "Thank you. She had people to meet and was late. She thanked me for having someone meet her to put her on the right train. "
Entry Num:
585
Company:
Bombardier
Employee:
QB
Name:
Artley Carter
Comments:
A traveler was upset because his car got towed. I directed him to the lot where towed cars are placed in the airport. The customer left happy, saying "Thank you."
Entry Num:
584
Company:
Bombardier
Employee:
CW
Name:
Greg Wade
Comments:
A traveler was upset because she lost their bag. I tried my best to find her bag by calling the operation center and calling over the radio. The customer left happy, saying "Thank you helping me find my bag."
Entry Num:
583
Company:
Bombardier
Employee:
EG
Name:
SA
Comments:
A traveler was upset because he did not realize there was a $5.00 charge for the AirTrain, and was very upset. I explained to the customer the charge covers his transportation from the airport to the station. I set the customer up with a $7.00 card, and got him on his way to Midtown. The customer left happy, saying "Thank you for your assistance, although I’m not happy with the $5.00 charge."
Entry Num:
582
Company:
Bombardier
Employee:
DP
Name:
Priscilla Everett
Comments:
A traveler was upset because they could not understand how to tell which train goes where. I explained to the customer that we are in the process of upgrading our electronic signage to add clarity to system operations. The customer left happy, saying "Thank you for the inside information."
Entry Num:
581
Company:
Bombardier
Employee:
SM #153
Name:
Artley Carter
Comments:
A traveler was upset beause the smart carte she purchased was not working properly. I helped her and her mother with their luggage to the pick up station at Federal Circle. The traveler left happy, saying "God Bless you".
Entry Num:
580
Company:
MonthlyWinners
Employee:
Monthly Winners
Name:
N.I.C.E. Incentive
Comments:
Congratulations to this month's winners, Agent Donald Parler and Supervisor Priscilla Everett from the Air Train. They demonstrated fine teamwork with this winning story shown below.
Notice how Donald applied his Resiliency Edge skills by "engaging" with the customer. Tears showed him how upset the traveler was, as anyone heading back to Europe would be if they lost their passport. Note also how he demonstrated "pro action" in finding a solution. Congratulations to Priscilla for using her "coaching" skills from program to encourage Donald in the field.
Each will win a $25 American Express Gift Check. Below you can read their winning story, Number 507, in full:
Entry Num:507 Company:Bombardier Employee:Donald Parler Name:Priscilla Everett Story: A traveler was upset because he lost his back pack with his and all of his family tickets and passports. He was to the point of tears because he didn't know how he was getting home to Europe. I called over the radio to all field agents to be on the lookout with description of bag. Agent was able to track it down on a train and call it in. I escorted passenger to the location and got bag back. The traveler left happy, saying "Thank you! You saved my life".
Entry Num:
579
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he had no idea where to go, and he didn't speak a word of English. I looked at his ticket and the only way I was getting him where he had to go, was to get on the train with him at Terminal 8 and direct him personally to Japan Airlines at Terminal 1. The traveler left happy. Once we got there and he was all set, he obviously didn't say anything, instead he smiled, and shook my hand.
Entry Num:
578
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because they became seperated from their family at FCI. I called Operations and told them to make a public announcement on the train that they were telling them to get off at Terminal 1 and wait for their party to arrive. I put the party that was at FCI on the train and told them to get off at the next stop. The travelers left happy, saying "I don't know what I would have done".
Entry Num:
577
Company:
Bombardier
Employee:
FD
Name:
Greg Wade
Comments:
A traveler was upset because he was lost and ended up at Jamaica station and need to get to Boston. He also spoke very little English. I slowed my speech down so that he could understand. I repeated the directions until he was comfortable with them. Since it was so late at night, the passenger felt more at ease when he left. The traveler left happy, and said he was so pleased and thankful. He appreciated that I took the time to speak slowly to him and ensure that he understood.
Entry Num:
576
Company:
Bombardier
Employee:
MA
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he lost his wallet on the train along with his passports. I responded very quickly and call the Operation Center and my co-worker to look on all trains for his wallet and passport. His items were found. The traveler left happy, saying "Thank you very much".
Entry Num:
575
Company:
Bombardier
Employee:
CW
Name:
Artley Carter
Comments:
A traveler was upset because they needed help to the LIRR because they could not bring the cart out past the gates. I helped them carry their bags to the railroad after I asked my supervisor. The traveler left happy, saying "Thanks for being so nice and helping us".
Entry Num:
574
Company:
Bombardier
Employee:
cc
Name:
Priscilla Everett
Comments:
A traveler was upset because every TVM he had tried would not allow him to use his ATM card. I inserted the card correctly and he pushed the numbers of his pin. The process went through and he received his metrocard. The traveler left happy, saying "Thank goodness you were here or I would have been trapped".
Entry Num:
573
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she had arrived at Howard Beach crying because she lost her wallet and didn't have any money to get home. I took her name, wrote it in the book and let her out. I then used a subway card to swipe her into the subway. The traveler left happy, saying "Thank you".
Entry Num:
572
Company:
Bombardier
Employee:
CW
Name:
Artley Carter
Comments:
A traveler was upset because they didn't have the correct directions to their destination. I gave them the correct directions after they show me the address as to where they needed to go. The traveler left happy, saying "Thanks for helping me".
Entry Num:
571
Company:
Bombardier
Employee:
MA
Name:
Artley Carter
Comments:
A traveler was upset because the TVM machine took her card and didn't return her money. I said sorry to her for the machine making the mistake and taking her card and let her through the gate. I tnen told her to have a nice day. The traveler left happy, saying "Thank you, miss for understanding".
Entry Num:
570
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because they did not know what train they were on or what terminal to get off the train at. I asked if they needed help and told them what to do. The traveler left happy, saying "Good thing you were on this train we would be going around in circles all day.
Entry Num:
569
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because he accidentally dropped his eye glasses inside the guideway. I told him don't worry I will contact the Operation Center to get a clearance and I will get your eye glasses. The traveler left happy, saying, "Thank you for your help".
Entry Num:
568
Company:
Bombardier
Employee:
CW
Name:
Artley Carter
Comments:
A traveler was upset because she lost her bag. I called the Operation Center and reported the bag, because I had it in my posession, so if someone came looking for it they would know I have it. The traveler left happy, saying "Thank you, and Thank you for finding my bag".
Entry Num:
567
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because they had left their bag on the train. When they realized the trains doors closed. I called it over the radio and the agent at the next station pulled off their bags from the train. The traveler left happy, saying "You people are the best".
Entry Num:
566
Company:
Bombardier
Employee:
SA
Name:
Artley Carter
Comments:
A traveler was upset because she had trip on the silver floor panel of escalator at Lefferts Blvd. I asked the seven month pregnant woman if she needed medical assistance but she refused. I than asked her if she needed the first aid kit. I took all of her information and wrote an incident report. I also made sure she was able to walk to her car. The traveler left happy, saying "Thank you so much".
Entry Num:
565
Company:
Bombardier
Employee:
GM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because a large group of passengers were traveling together when they were seperated in one of the terminals. I told the group that made it to Federal Circle to call the rest of their party on their cellphone and then let them know that as long as they got on any train that is on track #1 in the terminals they couldn't miss Federal Circle. The traveler left happy, saying "Now we can all get to the hotel together and get some rest, it was a very long day. Thank you for all your help".
Entry Num:
564
Company:
Bombardier
Employee:
MJ
Name:
Myrna Perez
Comments:
A traveler was upset because he was at FCO waiting for a Howard Beach train, that was servicing FCI only at the time. I told the passenger that the Howard Beach train was running at FCI. I told him to follow me to FCI and I'll direct him to the correct train. The traveler left happy, saying "Thank you".
Entry Num:
563
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because they were confused on how to get to 42nd street Port Authority Bus terminal. He was under the impression that he could get a bus from Howard Beach station. I explained to the passengers that their option was to take the A train which will take them straight to 42nd street. I then assisted the passengers with the purchasing of their metrocards from the TVM. The traveler left happy, saying " You are a scholar and a gentlemen, and you are very patient. Thank you very much for all your help".
Entry Num:
562
Company:
Bombardier
Employee:
SM #125
Name:
Greg Wade
Comments:
A traveler was upset because he could not figure out how to use the payphone to make a call. I inquired where he intended to call. Then assisted the passenger with the call. The traveler was happy, when he was finally able to speak to his friend via phone.
Entry Num:
561
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because he was unable to communicate his destination because he spoke no English. I used a map to point out his options. He indicated that he wanted to get to the A train. I and 2 other agents with the help of the Operations department were able to locate and guide the passenger to Howard Beach, where he was able to catch the A train. The traveler left happy, nodded and smile broadly.
Entry Num:
560
Company:
Bombardier
Employee:
SM #125
Name:
Greg Wade
Comments:
A traveler was upset because her arriving party was being detained by custom officials. She wanted to know why, when her party was citizens. I advised the passenger that I could not provide that information. I provided passenger with location of INS Officer for further assistance. The traveler left happy, and return to the platform reassured after speaking with the INS Officer.
Entry Num:
559
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because she had dis-embarked the AirTrain at Jamaica station leaving behind her 2 way radio that she uses at work. I communicated and callaborated with the Operations Center and the AirTrain unit stationed at Jamaica clarify which train the radio was on. The radio was promptly found and delivered to the customer at Jamaica station. The traveler left happy, saying " You saved me a lot of money. If you guys didn't find it, then I would have to pay for it. Thank you very much".
Entry Num:
558
Company:
Bombardier
Employee:
SM #125
Name:
Greg Wade
Comments:
A traveler was confused because he could not figure out how to get to Lefferts Blvd. The passenger was currently riding the All Terminals train. I advised the passenger that he was currently on the wrong train. Once on the platform, I identified what indications he should look for and how many stops until Lefferts Blvd. The traveler left happy, saying "Thanks". He also stated he know what to look for next time.
Entry Num:
557
Company:
Bombardier
Employee:
GL
Name:
Greg Wade
Comments:
A traveler was upset because he did not know how to get to his hotel, and had no directions. It was about 11:00pm and passenger was beginning to get worried. I called for a break and used my cellphone to search for the exact location, number and direction to the hotel for the passenger. The traveler left happy, saying "Thank you". He then tried to offer me money which I promptly but graciously refused. I told him I was not allowed to take money from passengers.
Entry Num:
556
Company:
Bombardier
Employee:
SM #125
Name:
Greg Wade
Comments:
A traveler was confused because of a language barrier. The traveler spoke Turkish and I spoke English. I directed the passenger to his destination through the use of hand gestures and visual aids. The travler left happy, smiling, and nodding that he understood the information being conveyed.
Entry Num:
555
Company:
Bombardier
Employee:
RW
Name:
Priscilla Everett
Comments:
A traveler was upset because he was given wrong directions on the metrocard swiper. He was very irate about all the wrong information he had received. I asked the customer to calm down and then explained that there was no metrocard swiper at the AirTrain station. I then showed him and alternative solution in solving his problem. He wanted to know the balance on his card. The traveler left happy, saying "I'm sorry if only I had asked my question to the people in uniforms, I may not have gotten so upset. Will you accept my apology. I just thought every place had a metrocard swiper. I stand corrected. I really need to be more patient".
Entry Num:
554
Company:
Bombardier
Employee:
RW
Name:
Eddy Pierre
Comments:
A traveler was upset because the AirTrain was not going to Terminal 8 from Terminal 1. You have a map which clearly shows how to get to Terminal 8 once you get to Terminal 1. The traveler ask why is this a sometime basis. Whats wrong with the trains. I apologized for the inconvience and explained to her that the AirTrain have to schedule routine maintenance assignments to ensure system wide perfection for on going service. The traveler left happy, saying "I should give myself more time, but you know we all love a short cut. However, I will except your response as all things need to be maintained even ourselves".
Entry Num:
553
Company:
Bombardier
Employee:
JR #113
Name:
Priscilla Everett
Comments:
A traveler was upet because she was entering the train with a smart cart,with her phone in hand. The phone fell through the gap. I explained I would call to get information on how long it would take to retrieve her phone. She began cursing and being very rude. She blamed the AirTrain for her mishap. I noticed customer becoming irate, I asked her to excuse me for a moment. Track went to look for the item, while I called Operations to see if this could be handle ASAP. I was informed by my supervisor that it was indeed possible. We retrieve the phone and returned it back to the customer. The traveler left happy, saying "I apologize for my attitude and I Thank you very much".
Entry Num:
552
Company:
Bombardier
Employee:
NSL
Name:
Samuel Andre
Comments:
A traveler was upset because he lost his laptop bag which had his passport, wallet and a few hundred dollar bills. He was very confused. We check all the trains and called PAPD so that he could file a report. Although the bag was not recovered the traveler left saying, "Thank You for all your effort and the man power you put behind this. Well appreciated".
Entry Num:
551
Company:
Bombardier
Employee:
TW
Name:
Greg Wade
Comments:
A traveler was upset because he left his phone at Federal Circle on the bench. Highly upset I ask him to give me a description of his phone and to have a seat while I P-tel Operations. I gave Operations a brief description of the phone and then they made an announcement over the radio. An agent stationed at Federal Circle had the phone in their possession. The traveler left happy, saying "Thank you". He then boarded the train to Federal Circle.
Entry Num:
550
Company:
Bombardier
Employee:
FD
Name:
Greg Wade
Comments:
A traveler was upset because she arrived at Jamaica station. She spoke very little English it was hard to communicate with her. I tried to speak to her, she didn't understand anything I said. I opted to walk her through the entire process. Apparently, she felt comfortable enough with me to follow her. The traveler left happy. She followed everything that I tried to explain to her. She seemed more at ease when she left the AirTrain system.
Entry Num:
549
Company:
Bombardier
Employee:
EG
Name:
Samuel Andre
Comments:
A traveler was upset because he was not familiar with our AirTrain system and the LIRR and he needed to get to New Hyde park. I assured the customer I would get him on the right train to his destination. I had him purchased a combo ticket from the LIRR TVM and directed him to the platform. The traveler left happy, and said he appreciated my help and was glad we are on the platfrom to assist customers.
Entry Num:
548
Company:
Bombardier
Employee:
DP
Name:
Priscilla Everett
Comments:
A traveler was upset because he kept getting mis-information regarding the Delta Airlines they kept getting told to go to Terminal 2/3 but they were flying to LA which goes out of Terminal 4. I look at their tickets and realize that. With less than an hour to from departure I got them on the right route to Terminal 4. The traveler left happy, saying "Thank God, I didn't want to miss my flight".
Entry Num:
547
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was upset because she left her laptop on one of the Jamaica line trains, she was very upset. I was optimistic, so I told her we would both stand there and check each train as it came into the station. The traveler left happy, saying "Thank you".
Entry Num:
546
Company:
Bombardier
Employee:
TW
Name:
Artkey Carter
Comments:
A traveler was upset because she needed to pick up her boyfriend from the airport and didn't have no change for a $100 dollar bill. I explained to her even though her bill is way too big for the machine, she could use a credit card. She was then stunned. The traveler left happy, saying "Thank you for buying a 10-trip card for when he returns".
Entry Num:
545
Company:
Bombardier
Employee:
AT
Name:
Artley Carter
Comments:
A traveler was upset because due to holiday schedule AirTrain system was very busy. Passenger came to me and said her mother couldn't get off the train, also her mother didn't speak any English. I used one of my Resiliency Strengths to help the passenger find her mother. Five minutes later they were reunited. The traveler left happy, saying 'Many Thanks to you".
Entry Num:
544
Company:
Bombardier
Employee:
EG
Name:
Samuel Andre
Comments:
A traveler was upset because he was directed to a train at Howard Beach and he needed the E train per the directions he had on hand. I apologized to the customer for the inconvience. I directed him back to Jamaica for the E train. I maped out his travel route to avoid more delays when he got back to Jamiaca. The traveler left happy, saying "Thank you for your assistance and patience".
Entry Num:
543
Company:
Bombardier
Employee:
TW
Name:
Artley Carter
Comments:
A travler was upset because they wanted to take a ride to the city while wasting time for their connecting flight. But they only had four hours. I sent them to Jamaica so that they can take the LIRR. I told them to speak to ATA James Bowens, because they asked me to recommend someone more like myself. The traveler left happy, saying "Thank you". I even got a hug.
Entry Num:
542
Company:
Bombardier
Employee:
US
Name:
Vladimir Myrthtil
Comments:
A traveler was upset because she didn't have enough cash for exiting the AirTrain system. I offered the customer other methods of payment so that she could resolve the issue. She was already late for an appointment. The traveler left happy, saying "In the world of computers and technology, its good to know nice people like yourself are willing to help".
Entry Num:
541
Company:
Bombardier
Employee:
JB
Name:
Artley Carter
Comments:
A traveler was upset because his flight was delayed and passenger had four hours and did not know what to do. I advised the passenger they could take LIRR to the city. Passenger did not think they had enough time. I informed him that the LIRR is much faster than the subway. The traveler left happy, saying "Thanks for your help I hope to see you when I get back".
Entry Num:
540
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was upset because she was on the wrong train, and she was riding around in circles. I was pro-active by just telling her that the train will take you back around. The traveler left happy, saying "Thank you for the information".
Entry Num:
539
Company:
Bombardier
Employee:
AT
Name:
Artley Carter
Comments:
A traveler was upset because he missed his flight to Berlin. He told me he was in the line for 4 hours, and he still missed his flight. I used one of my Resiliency Strengths to make him feel comfortable. The traveler left happy, saying "Thanks".
Entry Num:
538
Company:
Bombardier
Employee:
US
Name:
Artley Carter
Comments:
A traveler was upset because she lost her newly purchase Nikon camera valued at $800.00. I followed company procedures in regard to lost items. The camera was found about 1 hour later, and return to its righful owner. The traveler left happy, saying "Thank Ulysses, and thanks to the honest people of NY".
Entry Num:
537
Company:
Bombardier
Employee:
TW
Name:
Artley Carter
Comments:
A traveler was upset because she didn't want to pay $5.00 to enter the AirTrain system. I asked her did she have a credit card and she said no. So then I began to ask her what other form of payment might she have. She told me she had a debit card. I told her the TVMs accept debit cards as well. The traveler left happy, saying "Thanks". She then proceeded to the platform.
Entry Num:
536
Company:
Bombardier
Employee:
JB
Name:
Artley Carter
Comments:
A traveler was upset because they lost a bag and was not sure where. I contacted Operation Center and bag was in the Jamica station. I put passenger on the Jamaica train. The traveler left happy, saying "Thank you for your help".
Entry Num:
535
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because she left a set of house keys on the Jamaica train. I called all agents to be on the look-out for the keys. The agent stationed at Terminal 1 found the keys and returned them to Jamaica. The traveler left happy, saying "Thank you for your help".
Entry Num:
534
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was upset because he was late for his flight and he didn't know how to use the TVM's to get a card and he was in a rush. I was pro-active by walking over to the TVM to help him. The traveler left happy, saying "Thank you".
Entry Num:
533
Company:
Bombardier
Employee:
MA
Name:
Artley Carter
Comments:
A traveler was upset because he didn't have change for $100.00 bill to pay the fare to exit out of Jamaica and go home. I asked the customer for ID and wrote down his information in the AirTain log book. I then allowed the customer to exit the station. The traveler left happy, saying "Thank you very much for your help".
Entry Num:
532
Company:
Bombardier
Employee:
SL
Name:
Artley Carter
Comments:
A traveler was upset because they left their medication bag on the platform chairs. I called Operations and reported a lost bag which had all the customer medication in it. The customer was reunited with his bag within minutes. The traveler left happy, saying "Thank you very much". The customer also try to tip me.
Entry Num:
531
Company:
Bombardier
Employee:
MA
Name:
Artley Carter
Comments:
A traveler was upset because she lost her cellphone on the AirTrain. I happened to be on the train that the customer lost her phone on. I found the phone on the seat and returned it to the customer. The traveler left happy, saying "Thank you, you saved my life".
Entry Num:
530
Company:
Bombardier
Employee:
MA
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she was dropped off at Terminal 8 instead of Terminal 4 and didn't know where she was going she was already late for her flight. I calmy talk to her letting her know everything was alright and I could help show her where she was at, and take the AirTrain to Terminal 4 and be there in less than 2 minutes to make her flight. The traveler left happy, saying "Thank you for your help".
Entry Num:
529
Company:
Bombardier
Employee:
SL
Name:
Artley Carter
Comments:
A traveler was upset because his monthly metrocard was saying "just used" when he swiped his card. I check his card and he had just used it 15 mins ago at Howard Beach I explained to him he had to wait 18 mins before using it again. The traveler left happy, saying "Thank you for taking time to explain how the metrocard works".
Entry Num:
528
Company:
Bombardier
Employee:
SM #153
Name:
Artley Carter
Comments:
A traveler was upset because he had gotten seperated from his party while train doors were closing at the previous station. I made radio call to the agent covering that location to have his party take the next arriving train, this way he could be reunited with his party. The travler left happy, saying "You have a great system".
Entry Num:
527
Company:
Bombardier
Employee:
SM
Name:
Greg Wade
Comments:
A traveler was upset because had misplaced his luggage at Terminal 8 platform when boarding the train. I notified Operations and ATA covering block to sweep the area for bags matching the description. Bag was recovered by agents and returned to passengers. The traveler left happy, saying "Thank you so much".
Entry Num:
526
Company:
Bombardier
Employee:
SL
Name:
Artley Carter
Comments:
A traveler was upset because they got on the wrong train and wanted to know how to get back to Howard Beach from Jamaica. I explained to the customer how to get back to Federal Circle and waited on the Howard Beach train at Federal Circle. The traveler left happy, saying "Thank you".
Entry Num:
525
Company:
Bombardier
Employee:
MJ
Name:
Eric Mickles
Comments:
A traveler was upset because they wanted the free shuttle but to the Marriott Hotel in Manhattan. I told them that their wasn't any free shuttle bus to the city. I also told them that they can take the next train at FCO to Howard Beach were they can take A train to their hotel, or they could take the next train at FCI to Terminal 4 to catch a taxi to their hotel. The traveler left haapy, saying "Thank you sir". They also stated they would go to Terminal 4 to take a taxi.
Entry Num:
524
Company:
Bombardier
Employee:
US
Name:
Vladimir Myrthil
Comments:
A traveler was upset because his 10-trip card for his party of "5" was denied access through the faregates. Thoroughly, I explained the advantage / dis-advantages of the "10-trip" card. To remedy his distress (he was the fifth person, card only allows access to 4). I suggested the option of waiting 18 minutes. The traveler left happy, saying "Thanks for resolving a stressful matter".
Entry Num:
523
Company:
Bombardier
Employee:
MA
Name:
Vladirmir Myrthil
Comments:
A traveler was upset because he lost both his IDs. I called Operation Center and advise them a JetBlue employee lost his IDs on the train. I also called over the radio to all agents to look out for his IDs. The traveler left happy, saying "Thank you".
Entry Num:
522
Company:
Bombardier
Employee:
SM
Name:
Artley Carter
Comments:
A traveler was upset because he did not speak English and could not find his way to international arrivals at Terminal 3. I informed supervisor I would be assisting non English speaking passenger, I accompanied passenger to international arrivals Terminal 3. The traveler left happy, saying "Your a good man".
Entry Num:
521
Company:
Bombardier
Employee:
SM
Name:
Artley Carter
Comments:
A traveler was upset because she had three young children and a lot of bags. She needed help to Terminal 8 to catch her flight. I gained permisson for my immediate supervisor and escorted passenger to Terminal 8, check in level 3. The traveler left happy, saying "Thank you very much".
Entry Num:
520
Company:
Bombardier
Employee:
AT
Name:
Artley Carter
Comments:
A traveler was upset because the wheel chair company drop off the passenger at AirTrain platform. Passenger having hard time to board the train. I used one of my Resiliency Strength to help the passenger. I called Operation Center operator to extend dual, so passenger would have enough time to board. The traveler left happy, saying "Thank you".
Entry Num:
519
Company:
Bombardier
Employee:
QB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he wasn't informed of the five dollar fare at the exit of Jamaica and Howard Beach stations. He was becoming irate and hostile. I told him that since he didn't know about the fare that as a courtesy I could let him out, provided that he had proper identification for documentation purposes. The traveler left happy, saying "Thank you, I will know better next time".
Entry Num:
518
Company:
Bombardier
Employee:
QB
Name:
Greg Wade
Comments:
A traveler was upset because the trains at Jamaica station were departing every 15 minutes and he just missed his train. He was also pressed for time for his flight. I apologized for the limited service in trains due to track work and suggested that a cab maybe the best way for him to make his flight. The traveler left happy, saying "Thank you".
Entry Num:
517
Company:
Bombardier
Employee:
QB
Name:
Greg Wade
Comments:
A traveler was upset because the signage was unclear to him. I explained the map to him to make it easier to understand. The traveler left happy, saying "Thank you".
Entry Num:
516
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because he took the wrong train. He came to Jamaica station instead of the Lefferts Blvd. station. I instructed him to go back to Federal Circle to catch the Howard Beach train. I told him to make sure to read the display above the doors to indicate the Howard Beach train. The traveler left happy, saying "Thank you for your help".
Entry Num:
515
Company:
Bombardier
Employee:
QB
Name:
Artley Carter
Comments:
A traveler was upset because she dropped her earring and it fell onto the track earlier in the day and she was traveling to work. I asked her what station and track location she dropped it at. After she advised me, I relayed the information to the Operation Center. The operator advised me of the earliest convinent time window for an agent to gain track access and I advised her of the same. The traveler left happy, saying "Thank you so much. I was worried I would never get it back".
Entry Num:
514
Company:
Bombardier
Employee:
AT
Name:
Artley Carter
Comments:
A traveler was upset because their connecting flight was late and they missed the train to Long Island, and the next train was a 2 hour wait. I used my resiliency strengths to comfort the passengers. The traveler left happy, saying "You are so nice and very patience".
Entry Num:
513
Company:
Bombardier
Employee:
US
Name:
Greg Wade
Comments:
A traveler was upset he was given the wrong directions to get to Manhattan. I resolved the issue by politely explaining to the 82 year old senior, that not only was there and alternate way to get there, but I could get him there faster. The traveler left happy, saying "Thanks for directing me safely to the L.I.R.R., Ulysses your customer service is greatly appreciated".
Entry Num:
512
Company:
Bombardier
Employee:
FD
Name:
Greg Wade
Comments:
A traveler was upset because they arrived at Howard Beach wanting to purchase a 7 day metrocard. They planned on staying in New York for 8 days. I suggested that they purchase the 7 day metrocard the following day. They took my suggestion and purchased only the $7.00 metrocard for the night. The traveler left happy, saying "Thank you! You are truly an Angel". They also asked me to join them on their trip for guidance.
Entry Num:
511
Company:
Bombardier
Employee:
JB
Name:
Artley Carter
Comments:
A traveler was upset because they had a flight with American Airlines (terminal 8). The passengers had 40 minutes to catch his flight, and thought that they would miss it, if he had to ride the AirTrain around the system to get to Terminal 8. I advised the passenger they could get off at Terminal 1 and take the All Terminal train to Terminal 8. I informed them that this would save them 15 minutes. The traveler left happy, saying "Thanks for your help".
Entry Num:
510
Company:
Bombardier
Employee:
SA
Name:
Artley Carter
Comments:
A traveler was upset because she was running very late to catch her connecting flight. A Swiss rep approach me and was asking me very kindly to direct the non English speaking traveler to Terminal 1 she was running very late. I called over my radio and told my supervisor that I'll be assisting a non English speaking traveler to her destination. I walked her over to check-in counter and found out she has missed her fight. The passenger didn't understand what was going on, but I talk to a rep and made it to where she would get a hotel room to stay in for the night. The traveler left happy, saying "Thank you" in (arabic).
Entry Num:
509
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was happy because she came to Jamaica station with two of her kids and needed round trip fares out and in the AirTrain, which would have cost her $30.00. I was pro-active, I showed her how she could save $5.00 by buying a 10 trip card to use on her way in and out the AirTrain. The traveler left happy, saying "Oh I am so glad you were here, wish you could come along".
Entry Num:
507
Company:
Bombardier
Employee:
DP
Name:
Priscilla Everett
Comments:
A traveler was upset because he lost his back pack with his and all of his family tickets and passports. He was to the point of tears because he didn't know how he was getting home to Europe. I called over the radio to all field agents to be on the lookout with description of bag. Agent was able to track it down on a train and call it in. I escorted passenger to the location and got bag back. The traveler left happy, saying "Thank you! You saved my life".
Entry Num:
506
Company:
Bombardier
Employee:
DA
Name:
Priscilla Everett
Comments:
A traveler was upset because she had taken the wrong train at the airport. Instead of exiting the airport she had gone around in a circle. When switching trains once again she took the wrong one ending up in Howard Beach instead of Jamaica. I explained to the passenger that she had to take the next train back to Federal Circle and switch to a Jamaica Bound Train. I informed her the letters on the PIDs would be in red. The traveler left happy, that finally someone had pointed her in the right direction.
Entry Num:
505
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he was seperated from his family. He said the doors closed on them and he didn't have time to get on the train. He was at Terminal 1 and they were going to Howard Beach. I radioed my co-worker at Terminal 2 and asked him to checked the incoming train for a party who was missing a person. He was antsy and hard to calm down. His family was located at Terminal 5 and I asked my co-worker to keep them there. The traveler left happy, I boarded the train with the passenger and escorted him to Terminal 5. He was better at that point and thanked me for helping him.
Entry Num:
504
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because his daughter and son stayed on the train. I asked the man what had happen, he had a hard time telling me because he couldn't speak English. When I finally understood him I radioed my co-worker to look on the train and he found his children. The traveler left happy, saying "Thank you".
Entry Num:
503
Company:
Bombardier
Employee:
MS
Name:
Greg Wade
Comments:
A traveler was upset because she was trying to get to Howard Beach but she was riding the All Terminals train. She said she was riding for 10 minutes, I explained to her that she was on the wrong train. I got off with her at Terminal 4 and explained to her how to get to Howard Beach. Because she was so fustrated, I waited with her until a Howard Beach train came and told her to get off at the last stop. The traveler left happy, she thanked me for showing her which train to get on and she was more clamer when she got on.
Entry Num:
502
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because she had left her hand bag on the platform at Lefferts Blvd station. Once she realized she left her bag she hit the emergency box on the train, which notified Operations that something was wrong. Operations notified ATU 122 who met with me. We all worked together as a team, monitoring our radio, using our customer service skill and quick action to find her bag. The traveler left happy, saying "Thank you, I would have never made my flight all my money, passport and information is in this bag".
Entry Num:
501
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she was riding the inner loop for 15 minutes and trying to get to Howard Beach. I explained to her how the trains run and what to look for. The traveler left happy, saying "Thank God I ran into you".
Entry Num:
500
Company:
Bombardier
Employee:
QB
Name:
Artley Carter
Comments:
A traveler was upset because she lost her orphan child that she just recently took into her home. She was so histerical that it took her a few minutes to actually get her description together for me. She also informed me that her daughter was a chronic runaway and was afraid she ran away again. I asked her a series of questions, one which included where did she last see her child. She told me she last saw her at Terminal 8, she turned around looked back and dissappeared. I radioed my co-workers in the terminal area and gave them the description and last know location. After a few minutes she was found and reunited. The traveler left happy, saying "Thank you". She gave me a hug and kiss, and said "God Bless You". She tried to give me money but I refused. I told her helping in finding her love one was my pleasure.
Entry Num:
499
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she was riding around the inner loop trying to get to Federal Circle. I explained to her, how to read the PIDS above the train. I also explain to her the color coded system as well. The traveler left happy, saying "What would I have done if you weren't here".
Entry Num:
498
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she couldn't speak any English and didn't know where to go. I asked her slowly then in hand language to show me her boarding pass. After showing me her boarding pass I escort her to the Terminal she needed to go to. The traveler left happy, she nodded her head to say Thank you.
Entry Num:
497
Company:
Bombardier
Employee:
GM
Name:
Artley Carter
Comments:
A traveler was upset because she didn't know where she had to go to catch her flight and she said that she was very nervous traveling on her own. I told her exactly where hse had to go, what terminal, the train that would get her there, and where the airlines was. She told me she understood everything. I told her, but could I go with her anyway. So we both made our way over to Delta Airlines, found the line she needed to be on- and she was all set. The traveler left happy, saying "Thank you so much fo your patience. I'm from a small town in Minnesota and I'm not use to a city like New York. Thanks again for your help".
Entry Num:
496
Company:
Bombardier
Employee:
KO
Name:
Priscilla Everett
Comments:
A traveler was upset because he lost his luggage either on the AirTrain or the Airlines and he didn't know what to do. He figured it would be gone so he didn't want to come and look for it. I advise himm to come back into the system to look on the train, he refused I told him to hit P-Tel and talk to OPS and he did so. The next train came in and had is bag on it so I held his bag. When he retrun I gave him his bag. The traveler left happy, saying "Thank you so much". He then gave me big hug when I step out the booth and said he loved New York.
Entry Num:
495
Company:
Bombardier
Employee:
SC
Name:
Eddy Pierre
Comments:
A traveler was upset because they ended up at Howard Beach thinking they could pick up LIRR towards midtown Manhattan. Passengers were annoyed because of the misunderstanding and the amount of luggage they had. I explained to them they need to go to Jamaica to pick up LIRR but I said since you are here you should take the A train to Penn Station. It would be the same distance because by the time you reach Jamaica and take the LIRR you would be on the A train towards Manhattan. The traveler left happy, I helped them purchased thier ticket and they were very thankful.
Entry Num:
494
Company:
Bombardier
Employee:
JR #149
Name:
Priscilla Everett
Comments:
A traveler was nervous because her and her husband (very ederly couple) came off the AirTrain at Terminals 5/6 wanting to go over to JetBlue terminal. After looking at her expressions I realize there was no way she could walk the skywap. I used my passion for helping people and I walked upstairs and half-way through the skyway, I saw one of JetBlue's wheelchair employees and I asked if he would be so kind to take this couple that was waiting on the AirTrain platform over to the terminal. The traveler left happy, saying "Thank you so much for going out of your way". I explained to them I wasn't going out of my way, I was glad I was able to help.
Entry Num:
493
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she said her wallet was stolen and she didn't have any money to pay her fares. I took her information in the log book and let her out. I then gave her $2.00 so she could pay for her subway fare. I told her to stop crying, and that I would help her get on the subway. The traveler left happy, she gave me a hug and thanked me for helping her.
Entry Num:
492
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because the TVM at Jamaica station took the customer's money ($20.00) and did not give the $20.00 metrocard. I explained to the customer that we (AirTrain) do not give refunds, we also do not carry cash. I gave the customer an envelope where he could send his information in and request for a refund. The traveler left, saying "Thanks". He seemed un-happy with the system.
Entry Num:
491
Company:
Bombardier
Employee:
DP
Name:
Prisciila Everett
Comments:
A traveler was upset because they didn't have any money. I explained to the customer there are options. They can take the AirTrain to Lefferts Blvd or Terminal 4 for MTA bus service. The traveler left happy, saying "Thank you I was not aware of that".
Entry Num:
490
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A group of travelers was upset because they missed the AirTrain and was unsure of which terminal to get off at. I assured them another train would arrive in 5 minutes. I then asked which airline, they replied Air France. They were off to Terminal 1 and happy. The traveler left happy, saying "Thank you for your help".
Entry Num:
489
Company:
Bombardier
Employee:
DP
Name:
Priscilla Everett
Comments:
A traveler was upset because he was lost and couldn't understand the map. I explained the system and showed him a map. The traveler left happy, saying "Next time I will look at the displays before boarding the train".
Entry Num:
488
Company:
Bombardier
Employee:
QW
Name:
Priscilla Everett
Comments:
A traveler was upset because the faregate at Jamaica took her money without opening to let her pass. I asked her if I could check the balance on the computer in the booth. If it was verified that an extra fare was indeed taken, that I was going to accomadate her. The traveler left happy, saying "I'm glad that there is someone here to resolve issues like this".
Entry Num:
487
Company:
Bombardier
Employee:
JK
Name:
Samuel Andre
Comments:
A traveler was upset because she misplaced her luggage. She was unsure if she left it on one of the AirTrain or at the arriving terminal. I calmed her down and reassured that we were exploring all possible avenues in searching for her lost luggage. I kept her updated and informed her as to the plan and progress of reuniting her with her lost bag. The traveler left happy, saying "Thank you for your help and assistance".
Entry Num:
486
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was at the Jamaica station looking to get on the AirTrain. I noticed him from the platform taking the elevator that was not in service. I ran down towards the elevator to tell the customer to just wait on the platform for the train. The traveler left happy, saying "Thank you". He also apologized for entering the elevator.
Entry Num:
485
Company:
Bombardier
Employee:
MS
Name:
Greg Wade
Comments:
A traveler was upset because she said the Airline lost her bags and her wallet was gone. She didn't have money to exit the Howard Beach station. I wrote her name in the book and let her out of the system. I asked a co-worker to use her unlimited subway card to swipe the passenger into the subway. The traveler left happy, she thanked me and asked me for my name.
Entry Num:
484
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she got off the AirTrain at Howard Beach and needed to go to the Jamaica station. She wanted to take the E train to 42nd street. I advised her that she could also take the A train. The traveler left happy, saying "Thank You", she felt relieved.
Entry Num:
483
Company:
Bombardier
Employee:
QB
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she missed her terminal station by one stop and was already running late for her flight. I advised her how to divert going around the system by explaining to her how to take the short cut on the Airline Terminals Only train. The traveler left happy, saying "Thank you".
Entry Num:
482
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because he could not get the faregate to open when he dip his card into the dip feeder. I showed him how to insert his card. I also showed him the arrows on the metrocard, this way he will always know how to use it no matter what dip feeder he comes across. The traveler left happy, saying "Thank you I am glad you were here".
Entry Num:
481
Company:
Bombardier
Employee:
FD
Name:
Greg Wade
Comments:
A traveler was happy because he arrived at Jamaica station. He was very pleased and continued to explain to me his experience on AirTrain when the E-Tels onboard the trains were not working. I listened to his compliments. He was so pleased, because he had difficulty trying to find his way to Jamaica station. He was very happy to see AirTrain agents onboard the trains to guide him. The traveler left happy and was extremely satisfied. He also said that he would ride AirTrain again.
Entry Num:
480
Company:
Bombardier
Employee:
EG
Name:
Samuel Andre
Comments:
A traveler was upset because he was stuck riding the CTA, then ended up in Jamaica, he needed to get to Long-Term parking. I let the customer vent his fustration then directed him to Federal Circle, where he could board a Howard Beach train that would lead into Leffert Blvd where long term parking is located. The traveler left happy, saying "Thank you, I just want to get home after a long flight".
Entry Num:
479
Company:
Bombardier
Employee:
SA
Name:
Artley Carter
Comments:
A traveler was upset because he had left his cell phone aboard a Jamaica train that departed the Jamaica station. The ATA had advised me about the passenger that left his cell phone. I boarded the train and the train was very crowded and packed. I asked passengers aboard the train, if they had seen a cell phone. Luckly a passenger gave me the cell phone. The traveler left happy, saying "Thank you so much you saved me $300.
Entry Num:
478
Company:
Bombardier
Employee:
CC
Name:
Priscilla Everett
Comments:
A traveler was upset because she didn't know what terminal to go to. I told her which terminal to go to . I also told her, on every train and platform their is a directory that can help her. The traveler left happy, saying "Thank You'.
Entry Num:
477
Company:
Bombardier
Employee:
EG
Name:
Samuel Andre
Comments:
A traveler was upset because they lost thier direction to the YMCA on East 47th street. I told the customer I was familiar with the area and gave them a direct route within blocks to thier location. The traveler left happy. Customer thanked me for my assistance and was glad we are out there on the platforms to assist passengers.
Entry Num:
476
Company:
Bombardier
Employee:
US
Name:
Artley Carter
Comments:
A traveler was upset because she left her bag on the JFK AirTrain and became despondant. I alerted Operations so that a search could be conducted for the item. The bag was found within minutes. The traveler left happy, and grateful that it was found and how swift I was at meeting her needs.
Entry Num:
475
Company:
Bombardier
Employee:
DP
Name:
Eddy Pierre
Comments:
A traveler was upset because a lady left her money pouch on a train with $5,000 and ID with 3 credit cards. I call all agents in the field and made them aware that I had this pouch in my possession and I gave a detail description of the pouch. The passenger spoke to one of the agents who sent her to me to retrieve her pouch. The traveler left happy, saying "Thank you", but didn't seem too appreciative.
Entry Num:
474
Company:
Bombardier
Employee:
RW
Name:
Priscilla Everett
Comments:
A traveler was upset because she did not understand how to use the TVM's to purchase her metrocard. When she got to the screen that said "Regular metrocard and AirTrain metrocard". She did not know which one to select and said this make no sense at all. I explained that the regular metrocard can be used on a bus, subway as well as AirTrain this card is basically a pay per ride card while, the Airtrain metrocard is soley used for the AirTrain which come with its terms. The traveler left happy, saying "This whole process is very confusing to a person whose unfamilar. I do thank you for taking the time to explain, you were very kind and clear. Thanks a lot".
Entry Num:
473
Company:
Bombardier
Employee:
JR #113
Name:
Priscilla Everett
Comments:
A traveler was upset because she was traveling on the wrong train, trying to get from Terminal 4, to Jamaica. She was riding around several times. I noticed the passenger so I boarded the train and asked her where was her destination. I then escorted her to the appropriate train. The traveler left happy, saying "Your my angel". She was happy she was going to reach her destination.
Entry Num:
472
Company:
Bombardier
Employee:
AC
Name:
Pat Thompson
Comments:
A traveler was upset because of his inability to speak English, he did not know what direction to travel in to go to Terminal 2/3 from Terminal 8. I told the passenger in Spanish to take the train on track 2, and go to Terminal 2/3. I then told him to take the escalator up and over to Delta, go to level 2, Delta Terminal. The traveler left saying "Muchas Gracias" (Thank You very much).
Entry Num:
471
Company:
Bombardier
Employee:
NSL
Name:
Sammuel Andre
Comments:
A traveler was upset because he wasn't able to pay his fare at Jamaica. He had lost his money and there was a language barrier. I understood this problem and assured him that he didn't have to worry about anything. Mr. Wilmoth acknowledge the situation and contacted Jamaica to let the passenger exit the system. The traveler left happy, saying "Thanks". He felt relief because we were able to assist with pleasure.
Entry Num:
470
Company:
Bombardier
Employee:
RA
Name:
Eddy Pierre
Comments:
A group of travelers became very annoyed and complained of how difficult it is to get through the faregates. I taught them how to buy the metrocard convenient to thier choice of travel. I then took them over to the faregate and pointed out the, how to use decals on the faregates to successfully exit the AirTrain system. The travelers left happy, saying " Thank you, you have been wonderful, cheers, cheers".
Entry Num:
469
Company:
Bombardier
Employee:
MJ
Name:
Eric Mickles
Comments:
A traveler was upset because he was on a Howard Beach board train, traveling toward Howard Beach. He wanted to go to Terminal 4, to catch the B15 bus. I told the gentlemen that he can take the next Howard Beach train one stop to Lefferts Blvd, there he could catch the B15 bus to Brooklyn. The traveler left happy, saying "Thank you".
Entry Num:
468
Company:
MonthlyWinners
Employee:
N.I.C.E. Incentive
Name:
Monthly Winner
Comments:
This month's winning story shows the power of ENGAGEMENT. In class we talk about how vital this "resiliency" strength is.
Engagement is all about making "connections" with customers and focusing on their needs, but what makes this month's story so outstanding is how GERARD MCLOUGHLIN, the ATA featured in the story, and GREG WADE (a winner again!) the Supervisor who discovered this story and reported it, is how Gerard hangs in there and continues to engage the woman traveler.
Let the story itself show you the power of "hanging in" with the connection once you make it:
A traveler was upset because she had just missed her flight, came up the escalator to Terminal 8 platform, looked around and just started crying.
I knew it was pretty late and it was unlikely that any more flights would be going out that night but she wanted to try. She didn't know her way around the airport, so I figured if I showed her how to get around for a short while, and just talked to her while we were on the train, she would calm down and feel a little better. She did and we found her a flight to Miami, for that morning at 5:50am.
The traveler left happy, saying " you must have thought I was crazy, but I had a really long day and it just got to be too much. I'm going to hangout and try to relax at Terminal 4 like you said, then catch my flight in the morning. Thanks for sticking by me. Thanks for everything".
Entry Num:
467
Company:
Bombardier
Employee:
EH
Name:
Samue; Andre
Comments:
A traveler was upset because his smart cart got stuck in the threshold, he was attempting to exit the train that brought him to his terminal. I pointed out to the passenger that the wheels on the back are larger and if he turn the smart cart around that he would exit with no problem. The traveler left happy, saying "Thank you", once he exited the train.
Entry Num:
466
Company:
Bombardier
Employee:
EH
Name:
Samuel Andre
Comments:
A traveler was upset because they were trying to locate thier car in longterm parking and take care of the ederly passenger in their party. I told the men in their group to bring the vehicle to the building and I would watch the ederly ladies. I direcrted the women to an area where they would be able to comfortably sit and wait. This was also in view of the area her husband said he would drive up. The traveler left happy, saying "Thank you, and have a good day".
Entry Num:
465
Company:
Bombardier
Employee:
EH
Name:
Samuel Andre
Comments:
The TSA worker was upset because he believed that he had mistakenly left his I.D. on a Howard Beach train, that just happen to have been taken out of service. My colleague and I contacted the Operations Center and explain that it was a JFK I.D. that may have been left on a train that was routed to the yard. The situation was not one that was solved immediately but I did see the TSA the following day and he was happy to have his I.D. back. The travler left happy, saying "Thank yo for taking the time to help me".
Entry Num:
464
Company:
Bombardier
Employee:
OD
Name:
Samuel Andre
Comments:
A traveler was upset because he could not purchase a $7.00 metrocard with a $20.00 bill and he did not have a debit/credit card. I told the passenger that I would open the gate for him, he would just have to show me some picture ID so I could let him out. The traveler left happy, saying "Thank you for helping me".
Entry Num:
463
Company:
Bombardier
Employee:
JR #149
Name:
Priscilla Everett
Comments:
A traveler was upset because she thought that the AirTrain service was free, and then when she got to Jamaica station she was told she had to pay $5.00. I explain to the passenger that the AirTrain was only free within the airport, but once you was exiting then you had to pay the $5.00. I apologize for the mis-information. I also joked and said "were such a great service for $5.00, won't you agree? The traveler left happy, saying "yes, I would say so. Thank you".
Entry Num:
462
Company:
Bombardier
Employee:
KA
Name:
Priscilla Everett
Comments:
A traveler was upset because a passenger was confused and needed assistance at Howard Beach station. Beind pro-active I asked the passenger if he needed help. The passenger told me he was legally blind and needed help purchasing a metrocard to go to Penn Station on A Train. I assisted the passenger and directed him to a Manhattan bound A train. The traveler left happy, saying "Thank you". I told him, he was welcome.
Entry Num:
461
Company:
Bombardier
Employee:
GM
Name:
Greg Wade
Comments:
A traveler was upset because the couple was late for a flight, the wife had a full cart of luggage to push and the husband was in a wheel chair. He was able to move by himself just fine, but not as quickly as he wanted. I was happy to help when the man asked me for some assistance with his wheel chair. I gave him a little help and showed them exactly where to go, so they would be able to catch their flight. The traveler left happy, saying "Because you pointed us in the right direction, and got us there a bit quicker were just just going to make it. Thank you so much".
Entry Num:
460
Company:
Bombardier
Employee:
SA
Name:
Artley Carter
Comments:
A traveler was upset because they left their hand bag with their passport and all their money. The passengers were panicking. I made a call over the radio and describe the hand bag. Ten minutes later an agent found the hand bag at Terminal 8. The traveler left happy, saying "Thank you very much".
Entry Num:
459
Company:
Bombardier
Employee:
QB
Name:
Artley Carter
Comments:
A traveler was upset because there wasn't any air conditoner on the AirTrain platform on an extremely hot day. She was waiting on the platform for about 15 minutes before she became very impatient over the matter. I apologized for her being uncomfortable. I explained to her that the HVAC system on our platforms are on a set timer and being that we had a very unexpected and unseasonable heat wave, that may explain why the ACs weren't set yet. I however assured her that her train was arriving shortly and that the trains do have AC working on them. The traveler left happy, saying "Thank you for taking the time to explain that to me".
Entry Num:
458
Company:
Bombardier
Employee:
JB
Name:
Greg Wade
Comments:
A traveler was upset because they were at JFK in error. Their flight was coming in from Newark Airport. The customer did not think they could get from Newark to Jamaica in 2 hours. I advised the customer that there was no need to worry. I informed the customer the LIRR could have to Penn station in 30 minutes. Let customer know it will only take another 30-40 minutes to Newark Airport. The traveler left haoppy, saying "Thanks for your help, I'm glad you were here".
Entry Num:
457
Company:
Bombardier
Employee:
SM #125
Name:
Shameeka Brown
Comments:
A traveler was upset because she was unable to locate her mother arriving from Paris. I inquired about the airline and other vital information to direct the passenger. Unfortunately, she only had the arrival time of flight. So, I escorted the passenger to a customer care representaive that could further assist with the use of a flight guide. The traveler left happy, saying "Thanks, for directing me in the right direction".
Entry Num:
456
Company:
Bombardier
Employee:
AE
Name:
Greg Wade
Comments:
A traveler was upset because he was in a wheel chair and had a few hours before his flight and wanted to just ride the subway from Howard Beach. Just to ride and to come back, without seeing anything. I told the passenger he had to see the city. Other stations in the subways are wheelchair ready. We want everyone to see our city so we got him a roundtrip ticket, and he was on his way. The traveler came back happy, saying "I really need to thank you, I got off at 42nd street and I had fun, seen a lot and now I can go on my flight knowing I have seen new York City. Thank you again".
Entry Num:
455
Company:
Bombardier
Employee:
MS
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he left a bag containing his laptop onboard a Jamaica train. The customer had already left the station and came back a good 10 to 15 minutes from when he got off the train at Jamaica. I took the description of the bag from the passenger and placed a called (via O&M radio) to my co-worker and aksed everyone to check all Jamaica trains and gave them the description. I informed the passenger all Jamaica trains will, be checked. The traveler left happy, saying "You guys are great". He was very grateful his bag was found.
Entry Num:
454
Company:
Bombardier
Employee:
EH
Name:
Samuel Andre
Comments:
A traveler was upset because on numerous occasions the machine took their card when inserted but does not allow them to pass yet it takes the fare, I explain to the gentlemen that miss swipes happen from time to time. There is very little we can do besides keep the faregate card and that he would need to send the card to the MTA and they would refund him accordingly, because it should not happen everytime he uses which means it may be a bad card. The traveler left happy, saying "Thank You". But since the month was soon over he would not be sending it in.
Entry Num:
453
Company:
Bombardier
Employee:
GM
Name:
Greg Wade
Comments:
A traveler was upset because she had just come off the train at Howard Beach and realized when she went to buy her ticket that she had left her wallet on the train. I immediately called the ATA at Federal Circle Circle to check the inbound trains. I asked the passenger if she remembered exactly where she was sitting on the train. She did, it was the lead car coming into Howard Beach, so I told the ATA at Federal Circle to go straight for the trailing car at Federal Circle. He did, he found the wallet and called me on the radio immediately. The traveler left happy, saying "I never thought I would see that wallet again. All I could think about was how I was going to get home with no money and when I do get home all the things in the wallet I would have to replace my drivers license, credit cards, and anything else in there'. When the wallet was found she said "you guys are great, Thank you". Ran for the next train bound for Federal Circle
Entry Num:
452
Company:
Bombardier
Employee:
KA
Name:
Eddy Pierre
Comments:
After clocking out I boarded a Howard Beach train to connect with the subway to go home. While on board the train, a passenger seemed confused (looking all around). I asked the passenger did he need any assistance. The passenger stated he wanted to go to Jamaica station to catch the J train to Broadway Junction. I explained to him that he was on the wrong AirTrain, but if he continued onto the last stop (Howard Beach) he could catch the A train to Broadway Junction. Passenger exited with me. I then guided hin through the process of purchasing a metrocard for A train. The traveler left happy, saying "Thank you for your assistance". I replied "your welcome".
Entry Num:
451
Company:
Bombardier
Employee:
TW
Name:
Greg Wade
Comments:
A traveler was uspet because she had brought a $5.00 dollar card on her exit and was under the intention that she will be able to use that same card when she returned. I had to let her know that she was mistaken and that she couldn't do that. I tried to stay proactive because she started to buy a 10-trip card and sell the rides to people herself (she was a flight attendant). I explained to her that it is illegal and this must stop. The traveler left saying, "I'm sorry I really didn't know". But she was really upset.
Entry Num:
450
Company:
Bombardier
Employee:
JB
Name:
Greg Wade
Comments:
A traveler was upset because it was 10pm and customer wanted to go to Manhattan. The customer was highly upset I did not have change. I let the customer know that I did not handle money, I asked customer if he was coming back through the Airtrain system and informed the customer to get a $14 metrocard for his return. The traveler happy, saying "Sorry for the hassle and thanks for your help".
Entry Num:
449
Company:
Bombardier
Employee:
GL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they had exited at the wrong AirTrain station (Howard Beach instead of Jamaica) passengers also had a speech impediment which made communicating challenging. I allowed the passengers access to re-enter the station and gave instructions on how to get to Jamaica. I also contacted the agent at the downstream station to assist passengers in boarding correct train. The traveler left happy, passengers could not speak English but left with a smile and a geniune look of gratitude and appreciation.
Entry Num:
448
Company:
Bombardier
Employee:
TW
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she couldn't speak English and she was flying PIA at Terminal 4. We really couldn't understand her so I used the radio and told my supervisor may I leave my post so I can assist her a little better. I looked at her ticket and told her to follow me, I brought her up to departures at Terminal 4 and took her to aisle PIA. I left her with an attendant who spoke her native tongue. The traveler left happy, waving bye. I understood that she appreciated my assistance.
Entry Num:
447
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because he was at Howard Beach where he was told to exit Howard Beach to catch the E train, he was very upset when I informed him that he needed to return to Jamaica station. He informed me that an agent at Terminal 5 told him Howard Beach. I asked the customer which stop did he need in Manhattan, he replied 42nd street. I then advised the customer that he could take the A train to 42nd street. The traveler left, he seemed stressed out and said "Thank you". He was afraid he would be late meeting his son.
Entry Num:
446
Company:
Bombardier
Employee:
SM #125
Name:
Shameeka Brown
Comments:
A traveler was upset because she was having difficulty boarding the escalator with her luggage. I advised the passenger that it would be easier to use the elevator with the luggage. I also escorted the passenger to the elevator providing directions to her destination. The traveler left happy, saying "Thanks, it was a lot easier to use the elevator with the luggage".
Entry Num:
445
Company:
Bombardier
Employee:
KA
Name:
Eddy Pierre
Comments:
A traveler was upset because she was riding around in a circle for 20 minutes on an All Terminal train. The passenger wanted a Jamaica Airtrain. I was proactive in asking the passenger could I be of any assistance. I explained to the passenger due to maintenance assignment on Track 1 all trains were running on Track 2. I told the passenger to watch the monitors above the door and wait for Jamaica train in red letters. The traveler left happy, saying "Thank you". I told her she was welcome.
Entry Num:
444
Company:
Bombardier
Employee:
KO
Name:
Priscilla Everett
Comments:
A traveler was upset because he couldn't figure out how to stack his luggage which was 3 very large suitcases and 2 medium bags onto the smart carte without them falling down and causing damage. I showed him how it might work better and it did. I then gave him directions to get to JetBlue safely with all his bags. The traveler left happy, saying "Thank you so much you are great".
Entry Num:
443
Company:
Bombardier
Employee:
JK #160
Name:
Eric Mickles
Comments:
A traveler was upset because she was tired, shaky, and afraid she would get lost trying to get to Parkchester. I reassured her she would not get lost. I put myself in her shoes. I could tell she was hoping to find to help her figure out where to go so she would not get lost traveling to Parkchester on the #6 train. I pulled out my little tiny pocket map and showed her the route she needed she sighed with relief. The traveler left happy, saying "Thanks, I wish you could come with me".
Entry Num:
442
Company:
Bombardier
Employee:
AG #121
Name:
Samuel Andre
Comments:
A traveler was upset becausethey were sitting on a cold platform at Terminal 2 waiting for their terminal to open. They did not speak English and only had a note to ask for Terminal 7. I took them to Terminal 4 which is open and show them how to take the train to Terminal 7 at 4:30. The traveler left happy, saying "Thank you for helping them feel warm and safe".
Entry Num:
441
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because the airlines had some flights leaving out at Terminal 3 and 4. I explain to her that Delta took over Northwest and thats why we are having problems. The traveler left happy, saying "Delta should have explained it to me. Thank you".
Entry Num:
440
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrhil
Comments:
A traveler was upset because they missed their flight due to reduction. I apologized for the inconvience and asked the customer what time was their flight, they said 9pm. I noticed they didn't get here on time, but I apologized anyway. The traveler left happy, saying "Well its not your fault but thanks anyway".
Entry Num:
439
Company:
Bombardier
Employee:
SL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they missed their flight and had to pay another fare to exit. I explained to the customer that because they did ride the train to the terminal and back to the end station they had to pay the fare. They understood and payed their to leave. The travelers left happy, saying "Thank you for taking the time to explain why I had to pay to exit".
Entry Num:
438
Company:
Bombardier
Employee:
WC
Name:
Greg Wade
Comments:
A traveler was upset because she couldn't find JetBlue. I explained to her how to get there. All JetBlue departures leave at Terminal 5. The traveler left happy, saying "Thank you".
Entry Num:
437
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they did not have the proper card to enter the AirTrain system. I advised them to buy an AirTrain card from the machine or from the metro news stand (cash only) they were afraid they would miss their flight. I helped them buy an airtrain card, while at the machine I asked what time is their flight and which terminal? After realizing they had more than enough time they begun to calm down. The traveler left happy, saying "Thanks for your help".
Entry Num:
436
Company:
Bombardier
Employee:
CM
Name:
Vladimir Myrthil
Comments:
A traveler was upset because they didn't understand how to use the LIRR machine to purchase tickets. They also thought they needed to buy an AirTrain ticket from the other machines. I showed him how to buy a ticket to Penn Station and a AirTrain card on the LIRR machine. The traveler left happy, saying "Boy I'm glad you guys are here".
Entry Num:
435
Company:
Bombardier
Employee:
GL
Name:
Vladimir Myrthil
Comments:
A traveler was upset because she flew her pets in on a cargo plane and did not know how to get to the cargo area to retrieve them. I gave the passenger precise directions to get to the cargo area shuttles and how to retrieve pets. The traveler left, upon return with pets in hand, the passenger expressed their deep gratitude for my help.
Entry Num:
434
Company:
Bombardier
Employee:
SM #125
Name:
Shameeka Brown
Comments:
A traveler was confused by the map of the AirTrain system, although it was not their first time riding the system. I explain the AirTrain map, as well as what indications identify the different routes of travel. The traveler left happy. He fullied understood the train system and the differences between the different routes.
Entry Num:
433
Company:
Bombardier
Employee:
QB
Name:
Artley Carter
Comments:
A traveler was upset because someone mis-directed her onto the wrong train. I suggested that she reserved all of her AirTrain questions for AirTrain personnel dressed in the red blazers or vests. The traveler left happy, saying "Thanks, next time I will".
