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

432

Bombardier

FD

Greg Wade

A traveler was upset because passenger arrived at Jamaica station. He mised his flight and wanted to know if he would have to pay to exit the AirTrain system. I explained to the passenger that AirTrain is not connected to the airlines. He would have to pay to exit the system. The passenger was disappointed that he had to pay. He continued to pay for his exit and thanked me for the additional information.

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431

Bombardier

QB

Vladimir Myrthil

A traveler was upset because the train he was on didn't announce the arriving stations. I apologized for the inconvience and assured him the problem would be rectified. The traveler left happy, saying "Thank you, I appreciate that".

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430

Bombardier

MJ

Samuel Andre

A traveler was upset because she wanted to take the E train to get to Queens. But she ended up at Howard Beach. I told her to take the AirTrain 2 stops to Federal Circle, go down to the 2nd floor and take a Jamaica train to transfer to the E train. The traveler left happy, saying "Thank you".

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429

Bombardier

QB

Vladimir Myrthil

A traveler was upset because there wasn't a restroom located at the AirTrain station where she was waiting for her train to arrive. I suggested that she go outside to the rental car place to use the restroom there. The traveler left happy, saying "Thank you".

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428

Bombardier

AT

Greg Wade

A traveler was upset because the airline directory in AirTrain system wasn't clear about Delta airline terminals. Passenger was really upset. I used one of my resiliency strengths to explained to herhow the directory works and calm her down. The travler left happy, saying "Thank you".

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427

Bombardier

GL

Vladimir Myrthil

A traveler was upset because he needed a taxi from Howard Beach to take him to WilliamsBerg, Brooklyn. He was unfamiliar with the area and did not have a number for any taxi service. With the help of other colleagues I was able to retrieve a number for a reliable Howard Beach taxi service. The customer then called the taxi service and was satisfied with the price. The traveler left happy, saying "Thank you for your help".

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426

Bombardier

KA

Eddy Pierre

A traveler was upset because they were nervous about going to NYC for fear of missing their plane, but they had a layover for about 4 hours. I approached the couple and aksed did they need any assistance. The couple explained their dilemma to me. I explained to the couple to go to Jamaica station and take the LIRR to the city and they would get there in 20 minutes, giving them some more time to spend enjoying NYC. The traveler left happy, saying "Thank you so much".

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425

Bombardier

SL

Vladimir Myrthil

A traveler was upset because they didn't understand how to use the TVMs at Howard Beach station. I showed the customer step by step how to use the TVMs. The traveler left happy, saying "Thank you very much and offered to tip me but I explained to them I couldn't except tips".

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424

Bombardier

GL

Vladimir Myrthil

A traveler was upset becaus she was riding the train for over one hour trying to reach her destination, Jamaica station. I explained that the train to Jamaica would be on track, the one with Jamaica written in red letters on the display above the doors. The traveler left happy saying "Thanked God you were here, Thank you".

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423

Bombardier

SL

Vladimir Myrthil

A traveler was upset because they got on the wrong train. I told them how they could tell what train was coming by the color of the PIDs. The traveler left happy, saying "Thank you so much, you are very nice".

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422

Bombardier

RI

Samuel Andre

A traveler was upset because an employee told him and his wife the 2nd train into Terminal 5 was a Jamaica train so they boarded. But it was a Howard Beach train. I asked them if they needed help, they explained the situation and I explained to them that we were doing reduction and I found out for them when the next Jamaica train would arrive, and I told them when to board. The traveler left happy, saying "Thank you for helping".

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421

Bombardier

OD

Samuel Andre

A traveler was upset because they he left his back pack along with his passport and other items. I quickly notify the Operation center of the lost back pack. Operation Center called ATA at Federal Circle, who was able to retrieve the back pack. I advised the passenger to go to Federal Cirlce to retrieved their back pack. The traveler left happy, saying "Thank you for your help".

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420

Bombardier

GM

Greg Wade

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".

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419

Bombardier

DP

Eddy Pierre

A traveler was upset because he was waiting at Federal Circle for a Jamaica train. The Howard Beach trains kept coming back to back. The customer asked why. I put myself in the customers shoes. I explained to the customer that we were conducting reduction, I continued to explain that our train yard is near Howard Beach. The traveler left happy, saying "Thank you, for taking the time to explain".

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418

Bombardier

EH

Samuel Andre

A traveler was upset because she has been with the MTA for serveral years and believe because we use a metrocard at our faregate she would and or should be allowed to exit Jamaica station for free. I explained even with her many years of hard work and dedicated to the transit system Port Authority at this time does not allow MTA free passage back and forth, to and or from the airport from Howard and Jamaica. She did not reply, she purchase a card and exited peacefully.

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417

Bombardier

US

Greg Wade

A traveler was upset because she was lost, alone and spoke no english, and needed to get to a connecting flight (Delta) from Terminal 4. I was proactive in escorting her safetly as she was a bit hindered in mobility. Despite having to go to another route because Delta's main departure Terminal 3 was closed off. The traveler speaking no English gestured with her hands to my face, her sincere gratitude.

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416

Bombardier

JR #149

Eddy Pierre

A traveler was upset because she had just got to the faregates in Jamaica and realize that her wallet was missing. She had no money and no credit card. She was meeting her daughter at Terminal 5, who was a minor and needed to get in. I had just found an AirTrain 10-trip card that had 2 rides left on it and I gave it to her so she could go to the terminal and get her daughter. The traveler left happy, saying "Thank you so much, with tears in her eyes she said you are an angel".

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415

Bombardier

AE

Greg Wade

A traveler was upset because the trains wasn't making annoucements at the station. She had to get off and didn't know if she was at the right station. I was optimistic, so I asked her where she needed to go. She said Station C, so I smiled and said guess what, you made it, your at Station C. The traveler left happy, saying "Ok, Thank you".

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414

Bombardier

JB

Greg Wade

A traveler was curious because they parked at Lefferts Blvd and just wanted to know how they could get back to their car when they return from their trip. I advised the customer they should write down the parking number as well as Station B, Lefferts Blvd. I also informed them that the Howard Beach train stops at Lefferts Blvd. The travler left happy, saying "Thanks for your help, glad you were here".

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413

Bombardier

FD

Greg Wade

A traveler was upset because she arrived at Jamaica station, wanting to go to Manhattan. I suggested that they purchase a 10 -trip metrocard for AirTrain exits. The group did not speak English and did not understand. They were extremely reluctant to do changes from what they were told to purchase. Instead we purchase as they requested. It was best not to create unnessecary stress or confusion for the group. The group thanked me. There was no way to really explain the savings, so I had to let the transaction be simplified. Each person purchased their own card.

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412

Bombardier

EH

Samuel Andre

A traveler was upset because she was not aware that there were no restrooms on the Jamaica AirTrain platform or at Federal Circle. The lady expressed that she would not breathe to wait till she arrived at the terminal. Since i saw her enter, I told her i would allow her to cross the faregate at no charge to use the restroom and come back. The traveler left happy, saying "Thank you", as she went towards the restroom and when she returned.

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411

Bombardier

EG

Samuel Andre

A traveler was upset because he left his laptop on the platform at Lefferets Blvd. While at LB doing a station check I noticed the laptop on the platform seats. I immediateley called into the Operations center and advised, tagged and dropped off at supervisor's office. The traveler left happy, after he was aware that his laptop was found, and returned to him.

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410

Bombardier

NSL

Samuel Andre

A traveler was upset because around reduction time there were two Jamaica trains that entered the station one after the other. The passenger was losing patience on waiting for the Howard Beach train. I explained to him around this time at night there is reduction taking place, and some of the trains might be out of sequence. I also apologized for any inconvience this may have caused him. The traveler left unsatisfied saying, "there should be a better where to implement this". He also thanked for the clarification.

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409

Bombardier

GM

Greg wade

A traveler was upset because he was lost and had no idea where to go, a man from Asia who spoke no English. Two other people were trying to help the man get to Terminal 4 from Terminal 8, where I was posted when I saw him. They put him on the train but he still had a confused look about him and put his hands in the air, so I got on the Terminal with him and brought him right to Asiana Air like his ticket said. The traveler left happy. When I put him on the correct ticket line he seem to feel relaxed and repeated a few words in his own language and had a big smile on his face. I didn't understand him, but I took the smile as a Thank you.

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408

Bombardier

EH

Samuel Andre

A cleaner was upset because he was stuck behind the emergency exit door as he was re-filling his water bucket in order to clean floors. This has been happening a lot due to changing of locks and no giving of keys. I did see the cleaner's face at first but recognized his I.D. As I approached I realized I had seen him several times throughout the AirTrain transportation system and therefore I allowed him access to the platform. The traveler left happy, saying "Thank you, and have a good shift". I replied "please do the same".

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407

Bombardier

AT

Greg Wade

A traveler was upset because at Terminal 5 passenger approach me asking me to help her because she had a connecting flight in half an hour with JetBlue Airlines also her 6 month old baby wasn't feeling well. I used my Resiliency Strengths to help her as much as I could. I directed her to the terminal and I gave her information on where she could get medication for her baby. I also offered to get her medical attention for her baby. The passenger refused the medical attention because of her flight. The passenger left happy, saying "Thank you". She also thanked me for the helpful information I gave her as well.

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406

Bombardier

US

Vladimir Myrthil

A traveler was upset because she inadvertantly purchased a $57.00 metrocard when she only needed a $5.00 card. I suggested mailing in the MTA form for proper refund. She then informed me that she was only here for 2 days and that a cashier's check was invalid in her native Japan. I then suggested using the card for subway use here since she'd be using it frequently. The traveler left, saying "I'm glad you came up with some type of solution a little bit miminal but relieving".

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405

Bombardier

CW

Greg Wade

A traveler was upset because they didn't know where they were going, and had wrong directions they got from the computer. I told them to call the hotel and ask them whats the closest station next to them because I could not read the directions that they had and the direction they got from the computer was wrong. The traveler left happy saying "Thank you". They also told me that I was very helpful with the information that I gave them.

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404

Bombardier

US

Greg Wade

A traveler was upset beause she thought her "expired" metrocard was sufficient enough and valid, to allow her access to exit. I extensively displayed the proper card information to her on te TVM display screen, clearly identifying the card as "expired" and no rides left although she still disagreed. She did acknowledge our courtesy. The traveler left happy, saying "Thanks, for being patient with me". She was fustrated but happy I resolved the issue by letting her exit.

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403

Bombardier

CW

Greg Wade

A traveler was upset because she lost her wallet and didn't know what to do because all her information was in there. I kept her calmed and tried my best to find her wallet by looking on every train that came into the station. The traveler left happy, saying "Thank you for helping me and doing a good job".

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402

Bombardier

WC

Greg Wade

A traveler was upset because the airline gave her the wrong terminal to Delta Airlines. I explained to her that Delta International is at Terminal 4, and the other flights are at Terminal 3. The traveler left happy, saying "Im glad you were here Thank you".

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401

Bombardier

SA

Greg Wade

A traveler was upset because he missed his flight by 5 minutes and the next available flight for him, and his family of 4 was 2 days later. I made him feel comfortable, and help him get a 10-trip card since him and his family was going to have to come back. I also told him to get here two hours early. The traveler left happy, saying "Thank you".

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400

Bombardier

FD

Greg Wade

A traveler was upset because they arrived at Howard Beach station, and needed metrocards for the week. I asked the passengers how long they planned to stay in NY. Turns out that the better alternative was to purchase a single fare of $7.00 each, and begin using the weekly passes the next day. The traveler left happy. CSS Wade was present as I was helping the passengers. They told CSS Wade how much they appreciated my service and the patience that I had helping them.

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399

Bombardier

EG

Samuel Andre

A traveler was upset because he was given the wrong terminal information by a shuttle driver, and was running late for an international flight. I calmed the customer down and assured him we would get him to the correct terminal. Upon viewing his ticket, I assured him he would make his flight. The traveler left happy. I took the extra time to assist him in his time of panic.

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398

Bombardier

JB

Artley Carter

A traveler was upset because they needed to get to Long Term parking and they ended up in Jamaica. I apologized to the customer and gave them an AirTrain flyer. I also explained how to get to Lefferts from Jamaica. The traveler left happy, saying "I wish you were at T5 when my flight landed".

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397

Bombardier

AC

Pat Thompson

A traveler was upset because he lost his long term parking ticket. He did not know what to do. I told the customer to get his car drive to the cashier window at Long Term Parking A at Lefferts Blvd. The cashier will run his license plates #, then he would be able to pay at the window. The traveler left happy, saying "Thank you for your help".

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396

Bombardier

AG

Eric Mickles

A traveler was upset because she lost her bag containing a laptop and all of her work doucments. I asked her all the right questions on where she could have lost her bag. I identified her last station and the last train she could have used. The traveler left happy and many Thanks went out. Teamwork and quick action helped her retrieve her bag.

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395

Bombardier

KA

Eddy Pierre

A traveler was upset because she didn't know where she parked her car. She said she was in parking lot C. Since she was at station C (Federal Circle) she assumed her car would be here. I asked was she referring to Long Term Parking C. She said yes and showed me her parking ticket. I then explained to the passenger Long Term Parking C was located at Howard Beach station, not at Federal Circle. The traveler left happy, saying "Thank you, for such valuable assistance". I let the passenger know she was welcome.

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394

Bombardier

AG

Priscilla Everett

A traveler was upset because he was running late for a connecting flight, and had boarded the wrong train during one of our shuttle services involving a maintenance assignment. I assured the passenger calmly of the correct train to take, so he would be able to make his flight. The traveler left happy, saying " sorry for aiming my anger towards you. Thanks for your help."

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393

Bombardier

SM #153

Myrna Perez

A traveler was upset because he had forgotten is back pack on-board the previous All Terminals train and it included his travel documents. I radioed ahead to have another agent intercept the back pack. When the train reached the next terminal. The traveler was happy to recover his valuables and complimented AirTrain service.

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392

Bombardier

SA

Greg Wade

A traveler was upset because due to the weather the passenger missed her flight and had no money to get a hotel room. I made the passenger feel more comfortable by talking to her, and letting her know where she can get something to eat and where the restrooms were. The traveler left saying "Thank you".

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391

Bombardier

SM # 153

Artley Carter

A traveler was upset because she was lost and could not speak very much English. I contacted the 76 and the CCRs, who then called the language bank. They were able to assist her with her travel needs. The traveler left happy, saying "Thank you very much".

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390

Bombardier

SM #153

Vladimir Myrthil

A traveler was upset because he didn't have enough money to pay the AirTrain fare, and he had to get to the Bronx. I told him that he could catch the bus or take the subway. I then gave directions on where he could obtain these services. The traveler left happy, saying "Thanks".

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389

Bombardier

SM #153

Greg Wade

A traveler was upset because she had missed her connection flight due to a late arrival with American Airline. I advised her of her options. She could speak to her carriers for locations where she could stay over night. The traveler left happy, saying "Thank you".

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388

Bombardier

AE

Greg Wade

A traveler was upset because she kept jumping on the wrong train. She was in a rush to get to her flight. I was being pro-active, by telling her just to slow down and just listen. I also told her to look at the panels, they would give her the right information so she could get to her destination on time. The traveler left happy, saying "Ok let me slow down, maybe I'll get it right". I then showed her which train she needs to take.

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387

Bombardier

QB

Vladimir Myrthil

A traveler was upset because her flight arrived late which made her miss her connecting flight. I suggested that she try to book another flight with another airline going to the same location. The traveler left happy, saying "Thank you, I will".

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386

Bombardier

MA

Greg Wade

A traveler was upset because he arrive at the wrong airport. He had to be at Newark, but arrive at JFK. I told him to take a cab from Team 4, to get Newark as quickly as possible. The traveler left happy, saying "Thank you".

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385

Bombardier

MA

Vladimir Myrthil

A traveler was upset because she lost her wallet and didn't have money to exit. I called Operation Center to get all ATAs to look for the customer's wallet. But we didn't find it. So I let her out and told her to get a police report. The traveler left happy, saying "Thank you".

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384

Bombardier

MA

Greg Wade

A traveler was upset because he lost his laptop on the Jamaica train. I called the Operation Center and had all ATA's look on all trains to find the customer's laptop. An hour later we received the laptop back and gave it to the customer. The traveler left happy, saying "Thank you very much".

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383

Bombardier

OD

Samuel Andre

A traveler was upset because she came to Kennedy Airport instead of La Guardia Airport. I advised her to take a taxi at Terminal 1. Her trip should only take about 30 minutes. The traveler left happy, saying "Thank ypu for your help".

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382

Bombardier

JK #160

Samuel Andre

A traveler was upset because she lost all her money in Las Vegas and her cards were in the minus bracket. She didn't hit the jackpot. I became one with the passenger. I took her to the LIRR machine help her buy a ticket which she bought with a $20 bill and got a lot of dollar coins back. I told her she now hit the jackpot and she laughed. The traveler left happy, saying "Your a sweetheart Thank you can you come with me and she laugh and said have a great day".

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381

Bombardier

JK

Samuel Andre

A traveler was upset because they were unable to locate where they parked their car and unsure as to which train to take to get there. I escorted them onto the proper train and pointed out on the map where they are and where they needed to be. Through extensive questioning and investigating. I was able to decipher which lot their cards was parked at. The traveler left happy, saying "Thank you, Good Bye. It was a good thing you were here".

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380

Bombardier

US

Artley Carter

A traveler was upset because she had "lost" her wallet, and had no funds to use AirTrain to get to the Airport. I usually keep a farecard for these type of emergencies. After I calmed the passenger down, I use the farecard so the upset passenger could make her flight and pay for fare. The traveler lef happy, saying "T'm overly thankful Ulysses, you made my day".

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379

Bombardier

RW

Eddy Pierre

A traveler was upset because she wanted to know what happen to all the chairs that used to be at Terminal 4's platform. She said sometimes it takes a while for the AirTrain to come and get tired of standing. She said Terminal 4 is always crowded and now there isn't enough seats. I told her I wasn't sure why most of the chairs were removed but, I do know that Terminal 4 is very busy, and to have an abundance of chairs placed there could create a problem of not enough room to walk around. If you like, I ask the authorities to get some feedback as to why the chairs were removed or you can call. Please use the phone numbers on this leaflet. The traveler left happy, saying "Thank you for your concern, atleast someone cares about us small people and our tired feet, thanks for looking into this chair situation".

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378

Bombardier

JK #160

Samuel Andre

A traveler was upset because they spent money for exit and entrance tickets on the AirTrain they shouldn't have had to spend, but no one explained what would be best for them. I put myself in their place. I explained how they could save money by buying the $25 - 10 trip card and when they returned to get back on the A train. I gave them a map and circled the route they should travel. The traveler left happy, saying "Thank you, why were'nt you here yesterday when we needed you. No one told us about the $25 - 10 trip card or else we would have bought one".

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377

Bombardier

EH

Samuel Andre

A traveler was upset because he left his travel bag on the bench at one of the Terminals. The gentleman's wife was also not feeling well on top of the fact that they were waiting in the rain for the hotel shuttle bus. I ask him to please be calm, I would have no problem helping him retrieve his bag. As I walked with the passenger to infom the Operations Center. I recalled a co-worker reporting a lost bag. I contacted the agent and ask to describe the bag, and instructed the passenger to retrieve it. The traveler later returned with his bag and said "Thank you very much", not only for helping him get his bag; but for watching over his wife and bringing her in from the rain.

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376

Bombardier

QW

Priscilla Everett

A traveler was upset because an exiting AirTrain passenger was swiping at the same time she was and the gate. I kept closing every time she stepped forward. I explained that the exiting passengers metrocard had processed first and therefore must exit first in order to proceed. After she allowed the exiting pay to pass. The she would be able to enter. The traveler left happy, saying "I'm glad you were here to manage the situation".

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375

Bombardier

JB

Shameeka Brown

A traveler was upset because they were not informed they would have to pay to leave Howard Beach after entering through Jamaica. I politely explained to the customer the fee for entering and leaving the system. I apologized to the customer, and empathized. I let the customer know she should have been advised of AirTrain policies and procedures. The traveler left happy, saying "Thank you for taking the time to explain. I will pay". Customer had money but just felt like she was not getting proper service.

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374

Bombardier

EH

Samuel Andre

A traveler was upset because she did not wish to pay five dollars for the AirTrain services. She had arrived during a train reduction and it took some time for her train to come. Therefore she felt five dollars was too much. I then informed the lady that she was able to take the B15 or Q10 from T4 if she felt the price was more than she was willing to spend. The traveler left happy, she thanked me for my help.

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373

Bombardier

FD

Greg Wade

A traveler was confused because he wanted to purchase tickets for his family of 4; he only planned to purchase one way tickets , yet he was doing a round trip. I suggested that he purchase the 10-trip AirTrain metrocard, so that he could save money. Only through further conversation did I know that he and his family intended to return to the Airport. The traveler left happy. He said he was very pleased , he also stated that New York was very expensive and he was thankul for any little savings.

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372

Bombardier

AT

Greg Wade

A traveler was upset because Delta Airline mis-load thier luggage, meanwhile they were having another connecting flight with JetBlue Airline. One of the passenger said her body was tired and she almost fell on the escalator #1 at T5 going up. I used one of my Resiliency Strengths to help her. I ran up to the escalator helped her with her luggage. The traveler left happy, and said, She'll never forget me and that I saved her life. She also said "Thanks".

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371

Bombardier

QW

Priscilla Everett

A traveler was upset because he wanted to go to Jamaica instead of Howard Beach. He needed the LIRR. I told him that he could either get back on the AirTrain and transfer to the Jamaica train at Federal Circle or he could take the subway A train since he was already here. He decided to take the A train to his destination. The traveler left happy, saying "I'm glad you were here".

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370

Bombardier

QW

Priscilla Everett

A traveler was upset because she thought there was a restroom on the platform at Howard Beach. She had an emergency and needed to go now. I explained to her that it was no problem to let her out and back in again to use the restrooms before she got on the AirTrain. The traveler left happy, saying "Thank you, I'm glad you were here".

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369

Bombardier

QW

Priscilla Everett

A traveler was upset because they were unaware of the $5.00 fare for the AirTrain. They did not have enough money to exit. I informed them that there was a bus they could take instead that leaves from Terminal 4. The fare for the bus was only $2.00. The traveler left happy, saying "Im glad you were here".

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368

Bombardier

RI

Eric Mickles

A traveler was upset because he had been sitting at T4 for a long while and needed to go to Jamaica station, but he didn't speak English. I spoke to the passenger and asked him was he waiting for someone and thats when I explained to him how to get to Jamaica. The traveler left happy, saying "Thank you for helping me".

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367

Bombardier

US

Greg Wade

A traveler was upset because she wasn't able to use her Smart Carte, past faregates to help ease her luggage load. I walked with her and even offered help with carrying her luggage to the LIRR platform. The traveler left happy, saying "Mr. Saxon, you helped me a great deal. You're an asset yo your company".

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366

Bombardier

MA

Vladimir Myrthil

A traveler was upset because she had no money to exit out the AirTrain. I received a card earlier from a passenger that was leaving town and not returning. So I gave the card to the passenger that didn't have any money. The traveler left happy, saying "Thank you very much for your help".

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365

Bombardier

KA

Eddy Pierre

A traveler was upset because she didn't understand why the system / PIDs were so confusing and all trains were running on one track. I informed the passenger if you look at the PIDs when the train enters the station they will display train information (destination of train, terminals it stops at. etc) and I also explained to the customer due to MA (Maintenance Assignment) all trains using Federal Circle outbound track. The traveler left happy, saying "I never knew the PIDs above the doors display the information I needed".

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364

Bombardier

DP

Eddy Pierre

A traveler was upset because they had to pay $5.00 for their AirTrain ride to Jamaica. I explained to the customer that the fare was for maintenance of the system. The traveler left happy, saying "Well I guess its important to maintain the system".

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363

Bombardier

WC

Vladimir Myrthil

A traveler was upset because she couldn't speak any English. Her boarding pass said Terminal 3 and she was at Terminal 5. I escorted her to Terminal 3 Delta Airlines. The traveler left happy, she smiled at me and nodded her head.

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362

Bombardier

SR

Samuel Andre

A traveler was confused because she was on a train that said it was a Howard Beach bound but ended up at Jamaica station. I used my patience to explain to the passenger they may have been a misunderstanding due to reduction and gave the appropriate direction to Howard Beach. The traveler left happy, saying "Thank you and you must have a better system than this".

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361

Bombardier

RW

Eddy Pierre

A traveler was upset because she thought the system is too hard to enter using the metrocard. I do not understand these pictures posted on the machines she said with hostility. Why don't they make this process easier. If you will allow me to tell you verbally exactly how to use the metrocard, you won't have to read the signs. After all, we are placed here to perhaps make it easier for our customers. The traveler left happy, saying "You know most people don't want to take the time to read a sign, they're so in a hurry to get to the Airport in time to catch their flights. But I do Thank you for making my life easier, you've been a big help".

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360

Bombardier

AG

Priscilla Everett

A traveler was upse because he had left his jacket in the restroom at Howard Beach. He noticed when approached me at Federal Circle. His jacket contained all of his travel documents, boarding pass, passport, etc. I advised him that I would contact Howard Beach and have someone check for his jacket. He was very worried about losing everything or it being stolen, but then I assured him that his jacket had been recovered. The traveler left happy, saying "Thank you so much for your help. Have a good day".

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359

MonthlyWinners

N.I.C.E. Incentive

Announcing our April JFK winners!

We're delighted to recognize JFK's April N.I.C.E. winners for their outstanding efforts solving problems for travelers. Being N.I.C.E. they "Neutralizie Irritations Customers Experience."

This month's winners are a front line worker/supervisor "team" from Air Train, Anthony Tan, a customer service agent, and his "Super Coach" supervisor, Greg Wade.

What’s great about this story - Story #326 which you can read below - is Anthony's willingness to step up and take control of the situation - and of course Greg's inspiring Anthony to use his Resiliency Edge "tools" and being pro active to get the story for us and report it!

The lesson in the story is that there are no guarantees if you start searching trains to help a customer with a lost item. You don't know if your search will be successful. But that didn’t bother Anthony. As the story shows – he got involved. And his effort paid fruit. He found the lady’s carry on. That's point: we never know the outcome from our effort. The key is trying.

Our two winners will each receive $25 American Express gift checks.

Here's the story from the website, Number 326:

A traveler was upset because she left her carry-on bag inside the AirTrain. Inside the carry on, she had 6 passports along with other important documents. I used one of my resiliency strengths, pro action, and searched all of the trains for her. After we searched a couple of the trains we found the bag. The traveler left happy, saying "Thank you". She also wanted to tip me, but I refused.

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358

Bombardier

AT

Greg Wade

A traveler was upset because their flight was canceled. The airline company decided to give them a hotel room. Unfortunately when they arrive at Federal Circle the shuttle bus driver and courtesy phone operator told them the hotel was full. I try to advise them with one of my strength, and give them as much information I could to help them out. The traveler left happy, saying "Thank you".

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357

Bombardier

EG

Samuel Andre

A traveler was upset due to long wait for the AirTrain he missed his LIRR train. I apologized to the customer for any delays he had encountered. I assisted him in getting his $5.00 metrocard to leave the AirTrain station. I then directed him to LIRR where he could obtain the next train's information. The traveler apologized for his anger due to a long flight. He also stated he knows it was not my fault.

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356

Bombardier

RW

Eddy Pierre

A traveler was upset because he couldn't get to Terminal 8. The train only went to Terminal 7. I explained that the AirTrain system sometimes undergo routine maintenance at which time we cannnot run the train in these areas. AirTrain have to do this is order to keep the system running with little or no problems. After explaining how to get to Terminal 8. I said we do apologize for any inconviencce we may have caused. The traveler left happy, saying "My problem was solved in a very simple way, and I do Thank you very much for that".

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355

Bombardier

OD

Samuel Andre

A traveler was worry because she did not have enough money to purchase a $7 metrocard, she was short $1. I told her don't worry I will help you buy your $7 metrocard. I gave her $1 so she can continue her trip home. The traveler left happy, saying "You are very nice person. Thank you so much".

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354

Bombardier

AG

Samuel Andre

A traveler was upset because he did not understand how to use a phone card. While on break, going to use the bathroom a passenger, approached me to ask for help using a prepaid phone card. I helped him use it and call his family back home. The traveler left happy, saying "Thank you". His family was happy to hear that he was okay being so far away from home.

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353

Bombardier

AG

Samuel Andre

A traveler was upset because he did not understand how to use a phone card. While on break, going to use the bathroom a passenger, approached me to ask for help using a prepaid phone card. I helped him use it and call his family back home. The traveler left happy, saying "Thank you". His family was happy to hear that he was okay being so far away from home.

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352

Bombardier

RW

Eddy Pierre

Airport employees wanted to know why the AirTrain does not seem to work well in bad weather conditions. I told the Airport employees that the AirTrain is like anything else thats computerized, its need servicing or resetting during icy conditions. We develop ice build up on the doors just as you would on your car doors during these conditions. These conditions can sometimes cause you delays, yes! Please know that we work harder when the weather climates are againist us, and we operate using saftey first. The traveler left happy, saying "You're so right, we do have problems with our cars during bad icy weather. Thanks for taking the time to chat with us and explain. Sometimes people needs to think about things in a different light".

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351

Bombardier

RW

Eddy Pierre

A traveler was upset because he got lost while trying to arrive at Jamaica station from Terminal 5. I mentioned that the company recently hired more people so, you should see more of us around. Then I asked the customer to take a walk with me to the platform to show the customer how the Passenger Information Display works. Look above the doors and read the information for the train going where you need to go. The customer said "Thanks" and he thought all fo the trains went the same place and that he couldn't get on a wrong train. "Thanks again for educating me".

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350

Bombardier

NSL

Samuel Andre

A traveler was upset because she was trying to get to Jamaica station and ended up at Howard Beach. I explained to her patiently & briefly how the trains are routed. I also advised her on how to reach her destination by using the AirTrain brochure. The traveler left happy, saying "Thank you for your help and for understanding my fustration".

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349

Bombardier

NSL

Eric Mickles

A traveler was upset because he was not able to remember where he parked his car at Terminal 5. He looked very distressed and disoriented. I listened to the passenger and probed him a bit to see if he can back track his steps when he parked his car. He then realized where he had parked his car. The traveler left happy, saying "Thank you for helping me I had a long flight".

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348

Bombardier

QB

Vladimir Myrthil

A traveler was upset because I informed her that there was suspension on the subway service line that she wanted to travel. I suggested an alternative route from our other end station / subway connection. The traveler left happy, saying "Thank you, I think that way may be quicker too".

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347

Bombardier

QB

Vladimir Myrthil

A traveler was upset because he was lost. I asked the man where he wished to go. He said LaGuardia Airport. I directed him there. The traveler left happy, saying "Thank you".

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346

Bombardier

CC

Priscilla Everett

A traveler was upset because he had left his eye glass case on the train. He saw an ATA (J. Lam) and told him. Mr. Lam then made a radio call informing all agents to look out for the eye glass case. I found it on a Howard Beach train. I informed Mr. Lam who informed the passenger. He came to Howard Beach to get his eye glass case. The traveler left happy, saying "Thank you & God Bless you" he even gave me a grateful peck on the cheek.

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345

Bombardier

TW

Greg Wade

A traveler was upset because he didn't speak know English at all but he had a letter that read Far Rockaway, J, Broadway Junction but yet he was at Howard Beach. We were trying to figure out if he came from Far Rockaway or was he in route to Far Rockaway. I found someone who spoke a little more Spanish than me. While waiting for at least 2 trains to come finally I got a young gentlemen who was very fluent in Spanish. The spanish man and his mystery note needed to be on the A train to Broadway Junction and then on the J train to Jamaica Avenue. The traveler left happy, saying "Gracias, Gracias", very excited.

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344

Bombardier

KO

Priscilla Everett

A traveler was upset because he could not figure out how to get to the United Nations Building. I took him to the map after calming him down and showed him his route, which turned out to be very simple. The traveler left happy, saying "You are my Angel" and asked for my name. When he returned he again said "Thank you", this time with my name on the end. He also said "I bet you didn't think I was gonna remember your name".

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343

Bombardier

JR #149

Priscilla Everett

A traveler was confused because she was semi-blind- connecting from Washington going to Beijing and did not speak any English or understand. A passenger bought her to me at Terminal 4. After trying to explain, she pulled out a piece of paper that states where she had to go. I called my CSS, Ms. Everett and told her I was leaving my post to go to Terminal 1 assisting a passenger. I got on the inner loop train and took the passenger to Terminal 1 and walked her downstairs, as she needed assistance on and off the escalators. She could barely see. I took her over to Air China ticket counters, but was told they're not open until 12:30p. I had another problem. I had to walk around with her until I found another passenger who speaks Chinese to communicate this information to her. I left her on the chairs by the ticket counters. Of course she did not say anything. She could not speak or communicate not one word in English. I felt so bad for her.

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342

Bombardier

MS

Greg Wad

Ederly passenger was trying to exit Jamaica station with an expired metrocard. She started to get upset once I showed her the metrocard has expired. I looked on the back of the card and told her to follow me. We went to the TVMs and I explained to her the card is not too old, we could change it over into a new card and then she can use it. The card had $8.00 on it and I changed it over into a new one for her and she exited the system. The traveler left happy, saying "I didn't know you could do that and I'm glad you were here".

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341

Bombardier

MS

Greg Wade

A traveler was upset because a couple arrived at Jamaica station and this was their first time in the country. They were trying to buy their metrocards and their credit cards wouldn't work and they didn't have cash. I took their passports and wrote their information dowm and let them out. They asked for a pay phone so they could call her sister and she could pick them up. I directed them to the pay phone. The traveler left happy, the woman asked for my name, which I gave her and she thanked me for helping them.

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340

Bombardier

TW

Greg Wade

A traveler was upset becasue he left his luggage on the train. He was such in a hurry and I tried to explain to him that I could help. I asked for the description of the bag and if there is anything else attached. I explained to him the process after I had alerted the Operations Center. I let him know that most bags are usually found within minutes. I sparked a little conversation to get his mind off his bag. The traveler left happy, he really appreciated my help. He was happy that someone was here to help. We didn't find his bag, but I gave him lost and found number as well as their hours and he reassured me that he will call in the morning.

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339

Bombardier

CW

Greg Wade

A traveler was upset because she was not feeling well, she was about to pass out. She hugged me so she would not fall, I asked her would she be okay and if she needed any medical attention, she said no because her sugar goes up and down. I tried my best to keep her calm and offered her some orange juice she turned it down as well she was on her way to pick someone up from the airport. The traveler left happy, saying "Thank you, and God Bless you". She also said that I am a good person, while thanking me for being there for her at that time.

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338

Bombardier

DP

Priscilla Everett

A traveler was upset because he lost his bag that contained important paper work and a lap top that was very costly. They said all travel documents was on the laptop including the hotel information. They didn't know what to do. I sent an alert to all of the agents in the field to be on the look out for the bag. We was able to track it down and return it in the condition she left it. The traveler left happy, saying "Thank you, you saved my vacation".

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337

Bombardier

RI

Eric Mickles

A traveler was upset because the passengers had the wrong directions to their hotel and they didn't know how to get to the hotel. I took the time to explain to them how to get to the hotel. I showed them their route on the subway map as well as writing the directions down. The traveler left happy, saying "Thank you, for taking the time out to help me".

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336

Bombardier

DP

Priscilla Everett

A traveler was upset because they were lost on the system at Terminal 8. He said it was great that I was here. He also said he would have been lost for more time had I not assisted him. I adapted by becoming a listner / observer. I showed him a system map and explained to him how the system works. At that time we were running a MA so it was a little confusing. The traveler left happy, he appreciated my assistance.

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335

Bombardier

SA

Greg Wade

A traveler was upset because she had a connecting flight and had no idea where to go. She also didn't speak a word of English. First I tried to get her to stop crying. I then took a look at her Broadway pass and found out where her connecting flight was at. I also let my supervisor know that I will be helping the non English passenger out. The traveler left happy, saying "Thank you, and shaked my hand.

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334

Bombardier

WC

Myrthil Vladimir

I just came back from lunch and a senior citizen approach me. She wanted to go to American Airlines and there were 52 seniors with her. I called Operations Center to inform them of the passenger load, and to give a brief hold on the AirTrain doors. I escorted the senior citizens to Terminal 8 American Airlines. The traveler left happy, all 52 passengers said "Thank you". I had my 5 minutes of fame.

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333

Bombardier

JB

Greg Wade

A traveler was upset because the Guld Hotel in Brooklyn did not have a shuttle bus. I politely explained that the shuttle buses are for Airport Hotels only. I then advised the customer to take the A train. The traveler left happy, saying "Thanks for your help and have a great night".

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332

Bombardier

AE

Greg Wade

A traveler was upset because she got on the wrong train to go to Jamaica station, but she was on the all terminal train and she was going around and around. I was adaptable, by making it seem like it wasn't a big deal and it was an easy fix. The traveler left happy, saying "Thank you".

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331

Bombardier

JK

Eric Mickles

A traveler was upset because she never been to New York and did not understand our machines. I put myself in her place, and I explained in full details how to use the machines, what type card to buy and where to go. After purchase I helped her swipe out. The traveler left happy, saying "I hope every body in New York is as nice as you".

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330

Bombardier

JK

Samuel Andre

A traveler was upset because she was lost and confused. She also didn't speak or understand English. I assisted the customer to her destination. Through body language, pointing and reviewing her airline itenarary, I was able to guide her to the proper location. The traveler left happy, saying "Thank you", while waving good bye.

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329

Bombardier

FD

Greg Wade

A traveler was upset because he needed to make a connection to a scheduled bus at 42nd street Port Authority Bus Terminal. I suggested that the passenger use the E train to make a better connection to the Bus Terminal. The traveler left pleased because that was the last bus to his destination. He thanked me and went on his way.

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328

Bombardier

MJ

Eric Mickles

A traveler was upset because she needed the fastest route to Myrtle Avenue. I told her to take the A train to Broadway Junction then transfer to take the J train to Myrtle Avenue. The traveler left happy, saying "Thank you".

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327

Bombardier

CW

Greg Wade

A traveler was upset because she lost her wallet, which contain all of her information. I told her everything would be okay, and I would do my best to help her find her wallet. After searching we did find her wallet. the traveler left happy, saying "Thank you, for helping me". She also told me I did a great job.

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326

Bombardier

AT

Greg Wade

A traveler was upset because she left her carry -on bag inside the AirTrain. Inside the carry on, had 6 passports along with some other important documents. I used one of my resiliency strengths, and search all of the trains for her. After we search a couple of the trains we found the bag. The traveler left happy, saying "Thank you". She also wanted to tip me but I refused.

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325

Bombardier

SA

Greg Wade

A traveler was upset because she was sent to Howard Beach station where the passenger was looking for bus to take her into the city. The passenger was sent back and forth. I first calm the passenger down, than explain to her how to get to Terminal 4 and go to ground transportation where she can get help to catch the Manhattan Express into the city. The traveler left happy, saying "Thank you young man, Thank you".

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324

Bombardier

CC

Priscilla Everett

A traveler was upset because the stickers on the faregates are showing to insert the card backwards. I showed him the intent of the stickers and how to insert his metrocard in the dip feeder. He laughed at how easy it was. The traveler left happy, saying "Wow! I feel so dumb". I said no, your not it just something new to you.

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323

Bombardier

CC

Priscilla Everett

A traveler was upset because he had to pay a five dollar fee to exit. I explained it is not an exit fee, but a change for riding the JFK train out of the airport. The traveler left happpy, saying "Now I understand it is faster than taking the bus".

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322

Bombardier

FD

Greg Wade

A traveler was upset because he arrived with his family at Howard Beach. He was dropping his family off for a flight. The problem was, his family had the wrong date, he did not know this until they went to the airline. All that money spent. I suggested to the passenger that a 10-trip card would be better option for his family since they needed to retun the next day as well. The traveler left happy, because he had spent so much money already. We purchased the tickets together to ensure no errors were made.

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321

Bombardier

GM

Greg Wade

A traveler was upset because she had lost her purse on one of the Jamaica trains, and it had all her money and credit cards inside. I was approached by a woman near the fare gates at Jamaica station who handed me a small purse with a lot of cash and credit cards inside that she had just found. By contacting the Operation Center I was able to track down the woman who had lost the purse. The traveler left happy, saying "If I wasn't able to get my purse back, it would have spoiled my whole vacation. Thank you for everything, you guy are the best".

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320

Bombardier

GM

Greg Wade

A traveler was upset because his family had been stuck in the Airport all day and his kids were hungry and starting to get a bit out of control. I told him where he could go to get something for himself and the kids to eat over at Terminal 4. The traveler left happy, saying he and his family had a very long day and it would be nice to be able to sit, relax and get some food for the kids, so he would have one less thing to worry about. "Thank you for all your help".

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319

Bombardier

GM

Greg Wade

A traveler was upset because she and her son had been seperated in the CTA from her husband when the train doors closed after her husband can back to the platform to get a bag he had forgotten. I told her to call her husband on the cell phone and I could tell him what to do so they would be able to meet up at Federal Circle. The traveler left happy, saying that her sister was waiting to pick them up at Howard Beach and she would have started worrying if they didn't get there soon. "Thank you very much for your help and your great directions".

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318

Bombardier

AE

Greg Wade

The traveler was upset because the train doors closed on him with his party on board the train and needed to go to station C. I was pro-active, so I called the ATA on post at station C to help his party off the train and have them wail for his party at station C. The traveler left happy, saying "Thanks for your help. But they should hold the trains longer at the station".

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317

Bombardier

SM #153

Vladimir Myrthil

A traveler was upset because he couldn't find where they had parked their car. I looked at the passengers ticket, advised him he was in the blue lot and gave him step by step directions on how to reach there. The traveler left happy, saying "Thank you so much".

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316

Bombardier

JK #160

Eric Mickles

A traveler was upset because she was tired and did not know how to purchase a ticket. I became one with the passenger. I made the selections for her. She said "I would have had to do all of that, Oh my God". The traveler left happy, saying "Thank you, you made that very simple. Have a good day".

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315

Bombardier

OD

Samuel Andre

A traveler was worry because hse had dropped her cellular phone inside the track. I told her don't worry about it, I will contact Operation Center and get a clearance to access the guideway. After I retrieved her phone she was very happy. The traveler left happy, saying "Thank you for your help".

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314

Bombardier

FD

Greg Wade

A traveler was upset because he purchase an AirTrain 10 trip card believing that this metrocard is good / valid for both AirTrain and subway system. I explained to the passenger that the card was not valid for both systems. I also asked him if he would be able to spend another $5 for AirTrain and not use the $25 AirTrain 10 trip card. he agreed and planned to mail the metrocard in for reimbursement. The traveler left, he was not very pleased, however he realized his error and accepted the situation. He was thankful for the information.

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313

Bombardier

AG #121

Eric Mickles

A traveler was upset because she did not understand the train system. She needed to get to the upper west side. I made myself available to her concerns and walk her through the AirTrain and subway process of paying. I then gave her information on what was the best way to go. The traveler left happy, sayng "Thanks for helping me safe using the metro".

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312

Bombardier

QB

Myrna Perez

A traveler was upset because he didn't know how to get to Jamaica. I pointed out the map Kiosk on the platform and advised him that there are maps of the system on board every train car. I also advised the passenger that there are signs above the platform doors that also displays the arriving trains destination. The traveler left happy saying "Thank you".

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311

Bombardier

QB

Myrna Perez

A traveler was upset because she couldn't get her Smarte Carte off the train. I told the lady to turn her cart around and exit out of the train backwards. The traveler left happy saying "Thank you very much sir".

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310

Bombardier

WC

Greg Wade

A traveler was upset because she couldn't speak no English with a boarding pass and didn't know where Delta Airlines was. I read the boarding pass and escorted her to Delta Airline. The traveler left happy, she smiled at me and nodded her head.

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309

Bombardier

CC

Priscilla Everett

A traveler was upset because the sign was reading, arriving at Jamaica and Howard Beach train. So he didn't know which one was coming. I told him when the train gets closer to the station it will display what train it is. He said "stupid system you have here, its so confusing". I told him I was sorry he felt that way. I also told him I would stay with him to insure he got on the right train. The traveler left happy, saying "Good thing they have you here to help people or everyone woud be lost".

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308

Bombardier

US

Vladimir Myrthil

A traveler was upset because we didn't offer discounts for disabled persons. I apologized for what I perceived the customer to think was a disservice. I went beyond customer service duty (this included escorting the wheel chair bound customer to LIRR platform) to help the customer out. The traveler left happy, saying "Atleast this makes up for the non-discount, I feel like I got my money's worth".

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307

Bombardier

SR

Samuel Andre

A traveler was upset because he needed to get to Penn Station fast. He was in a hurry to catch a show which he said he paid a lot of money for, and didn't want to miss or lose out on his money. I advised him to take the LIRR and that he would be there in no time to catch his show. The funny thing was I saw him a few days later and he said, thanks again for telling him to take the LIRR, he made it with time to spare. The traveler left happy, saying "Thank you so much, you were a big help". The gentleman even attempted to tip me, but I gladly declined his offer. I told him it wasn't needed, its my job and I was happy to help.

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306

Bombardier

DP

Priscilla Everett

A traveler was upset because they could not find the Jamaica train. They said if the vehicle had a sign in the window the destination would be easy to identified. I had to agree. I adapted by understanding the customer's position. I showed optimism by explaining to the customer we are working to improve the system. The traveler left happy, saying "Thank goodness your here".

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305

Bombardier

AT

Greg Wade

A traveler was upset because the Port Authority bus operator told him to walked to building #141 or she have to wait 25 minutes for the next bus. She decided to walk unfortunately she couldn't find it and she was running late for her interview. I used my resiliency strength to calm her down and explain to her how the bus system run. The traveler left, after she listen to me she feel better but I could still see the tears in her eyes.

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304

Bombardier

JK # 138

Eric Mickles

A traveler was upset because he had anxiety over the distance he had to travel to get to his departing flight. A man of the cloth, he exited the AirTrain and proceeded by his long white can tapping the platform floor. Realizing the Father's limitations, and his long journey ahead. I quickle approached him to offer my assistance. I was determine to see him through to his final destination. I continued to guide him through the many obstacles that lied in his path. Upon arrival at his particular airline, I summoned and agent to further help him through the check in-process. The traveler left happy, saying "Thank you", and gave me blessing while motioning the sign of the cross. "Amen".

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303

Bombardier

EH

Erice Mickles

A traveler was upset because his terminal did not open till 4am. He was gonna be on standby and figured if he come early he would beat the rush and possible be on an earlier flight. He arrived at Jamaica at about 12:30 to 1:00a that night and was hungry. I explain to him that not only was it closed, they commonly don't check in bags more than a hour or hour half before the scheduled flight. I told him, he could secure his bag as well as buy food at terminal 4 or save money and buy food outside of Jamaica station. I then explained how it would be more cheaper and gave more options. The traveler left happy, saying "Thank you for your help, and enjoy your night".

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302

Bombardier

KO

Priscilla Everett

A traveler was upset because he couldn't figure out how to use the TVMs and find out how to get to the United Nations building by subway. I patiently showed him how to use the TVM step by step just in case he returned and there was no help available. Then I took him the map and gave him as well as showed him his route to the United Nation building. The traveler left happy, saying "Thank you, so much and tried to pronounce my name and then called me his angel. He also wanted to take me along with him for further assistance.

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301

Bombardier

SC

Eddy Pierre

A family of four with luggage went around the entire system and eneded back at Terminal 1, they looked confused. I asked if they needed help and they explain where they needed to go. I explain to them to board the next train which is a Howard Beach bound train and that it will take them to Lefferts which is long term parking. I also gave them a map of the system and explain what had occured and the reason why they never made it to Lefferts the first time. Customer was very thankful and less annoyed over the whole situation. They felt comfortable once I show them the map of the system and circle there desitnation.

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300

Bombardier

JR #149

Priscilla Everett

A traveler was upset because she and her husband had just arrived on a Delta Airlines flight at Terminal 2/3. She went into the restroom and when she came out, she could not find her husband. Her cellphone battery was dead, and she did not know her husband's number. She boarded the AirTrain and got off at staion B, where her car was parked, but her husband was not there. Passenger barely spoke English. I was at Howard Beach when I got the call that a passenger needs help at Lefferts Blvd. I got on the AirTrain and went over to station B and got the passenger. We then boarded the AirTrain and went to Terminals 2&3 where she last saw her husband. She was very nervous. When I arrived everyone knew who she was as her husband was also asking around for her. We went downstairs to the arrivals level at Terminal 3, where CSR was told, that if she shows up to keep her there. The traveler left happy. She said Thank you a million times as she was so nervous. I told her she was welcome, I'm glad I was able to help.

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299

Bombardier

KA

Eddy Pierre

A traveler was upset because she was on a Howard Beach train when she needed a Jamaica train. I saw a look of confusion / anger on the passenger's face and approached passenger. I was pro-active and approach the passenger and ask if she needed assistance with anything. The traveler left happy, saying "Thank you for saving me a great of headache".

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298

Bombardier

AE

Greg Wade

A traveler was happy because they were waiting on a flight and had a few hours to fill so they wanted to see the city so I showed them how to get to Times Square on the subway and get a roundtrip fare. I was pro-active, explaining how to take the train and where to get off on 42nd to Times Square to see all the lights and shops. A few hours later they return where I was in the station. I was happy to see they made it back. The traveler left happy, saying "We enjoyed seeing the city, and see we made it back".

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297

Bombardier

TW

Greg Wade

A traveler was upset because they wanted to go and get something to buy. So I approach the couple and they were explaining to me their dilemma. She expressed that they needed to catch their plane at 11:30pm. They wanted to go to the city where it was crowded. I asked them about the flight, and realized that if they were to go to Manhattan and come back they only had three hours. So I referred them to the L.I.R.R. helping buy a round trip ticket. I explained to them to make sure they get a schedule for the next train. The traveler left happy, saying "Thank you", I was there when they came back, they told me what they did and she surprise me with a hug.

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296

Bombardier

JR #149

Priscilla Everett

A traveler was confused because she was traveling with a group of seven others and did not know what was the best metrocard to buy, that would benefit them the most. I took the passengers over to the TVM and explain the AirTrain 10-trip card and how it works. The passengers purchase 2 cards that would cover their entrance / exit. This saved them $30.00 than if they would have bought single cards. The traveler left happy saying "The AirTrain Agents should be name the ambassadors of New York", because she has never met an ATA that was not happy to help a customer and was pleasant while doing so.

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295

Bombardier

JB

Greg Wade

A traveler was upset because AirTrain was not running full service. I asked the customer where they were going. They informed me they were going to Rockaway. I then advised them they could take the L.I.R.R. The traveler left happy, saying Thank you for your help".

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294

Bombardier

MJ

Eric Mickles

A traveler was upset because she wanted a 7 day unlimited metrocard, and was trying to purchase a 7 day metrocard from a AirTrain TVM. I told her to purchase a $5.00 dollar metrocard to exit the AirTrain, then purchase a 7 day metrocard from the MTA metrocard TVM. The traveler left happy, saying "Thank you, and have a nice day".

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293

Bombardier

JL

Priscilla Everett

A traveler was upset because they left a green bag on the train and was late for their flight. I called the Operation Center and all of the other ATAs in the system to check all the trains for a missing bag. Meanwhile I stayed on the platform and check the next incoming train and eventually found it. The traveler left happy. He was impressed with my diligence and persistence. I was dedicated in him finding his bag and him making his flight, I then gave him a comment card.

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292

Bombardier

RW

Eddy Pierre

A traveler was upset because they bought a 10-trip card for the AirTrain for a family of six to travel to the airport. They soon learned that only 4 people could use the card at a time. Customers became very upset saying "What sense does this make, this is misleading, what can be done about this. Where does it say only 4 people at a time can use this card". It says it here on the screen how long the card lasts, only 4 people can use it at a time, and after the 4th use you must wait 18 minutes to use again for another 4 usages. I said in the future you might want to consult the AirTrain Agents preferrably before you make a purchase. We are placed here to provide excellent customer service and information. The traveler left happy saying "In the future I will consult the agent for help, sometimes we think we know all the answers, in fact we do not. Thank you, you were very informative and clear in explaining this situation to us".

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291

Bombardier

QW

Eddy Pierre

A traveler was upset because he was unaware of the $5.00 price to ride the AirTrain. He did not have any money to exit. I asked him if he had any identification so I could take his name. I know that Port Authority has policies in place to solve issues such as these. The traveler left happy. He was glad there was a way for him to leave. But he will be sure to have money so he dosen't have to give his name again.

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290

Bombardier

QB

Greg Wade

A traveler was upset because she was in a rush to catch her flight that she was running late for. She asked how long does it take to get to Terminal 4 from Howard Beach. After I advised her, approximately 15 minutes, she became a little more upset. I suggested that she look at the boarding flights screen on the platform to see if her flight was leaving on time. After she did and confirmed her flight was departing on time. I advised her that she may want to think about scheduling another flight. The traveler left happy, saying "Thank you for your advice".

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289

Bombardier

CW

Greg Wade

A traveler was upset because she lost her check and didn't know where she lost it at. I called operations and let them know I found a check, if anyone called in looking for it. The traveler left happy, saying "Thank you, and job well done".

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288

Bombardier

QB

Greg Wade

A traveler was upset because a train at Howard Beach was being removed from service as he was arriving on the platform at Howard Beach. I explained to the passenger that the train was being removed from service. It was being move as a safety precaution to him and the rest of our passengers. I assured him that another train would be arriving shortly. The traveler left happy, saying "Well, Thank you I appreciate you keeping us (passengers) safe".

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287

Bombardier

NSL

Samuel Andre

A traveler was confused because of the way AirTrain signs are posted. He stated the system was very confusing. I listened to what he had to say and understood his fustration. I apologized and then I explained to him how he could better understand the signs in the future. The traveler left happy, saying "Thank you, for your time, patience, and knowledge".

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286

Bombardier

DP

Priscilla Everett

A traveler was upset because they didn't understand our transit system and had a budget to last them for their visit. It seem that travel cost was a little high. I was able to cut cost using the $25 - 10 trip card and 7 day MTA card so they could travel the way they needed without going over the budget. The traveler left happy, saying "Thank you!, Thank you! You really help by catering to our needs".

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285

Bombardier

US

Vladimir Myrthil

A traveler was upset because she and her party of two were traveling on the AirTrain system for a long period of time, not reaching their destination. I carefully explained the mapping and coding of the system as to alleinate any future confusion. The traveler left happy, saying "Thank God, they have someone here".

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284

Bombardier

SC

Eddy Pierre

A party of six at Federal Circle was looking for the Marriott Hotel. I told them lower level shuttle buses are available. Before he went to the lower level he showed me his itenarary, and he needed to go to the Mariott located in midtown Manhattan. I gave him directions on how to pickup service for his reservation at the terminal he arrived in. The travelers were a little confused but I explain that the shuttles at Federal Circle will only take them to hotels near JFK Airport. The passengers understood and were gladly appreciated with the service and information they received.

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283

Bombardier

Artley Carter

Pat Thompson

A traveler was upset because he did not know which train to take to long term parking. I told him that the Passenger Information Display will change colors when the Howard Beach train arrives it will be bright green. Red is Jamaica, orange/yellow is all airline terminals. When the Howard Beach train arrived he got on board. He said "now I see how the system work". The traveler left happy, saying "Thank you for your help".

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282

Bombardier

SA

Greg Wade

A traveler was upset because he couldn't get through the faregates at Howard Beach. He didn't know he had to pay $5.00 for the AirTrain. He kept swiping his $5.00 card in the $7.00 faregate and the gates wouldn't open. I asked the passenger how much does he have on his card. He couldn't remember so I took him to the TVM and show him how much was left on his card and found out he only had $3.00 on his card. I then helped him re-fill his card. The traveler left happy saying "Thank you, now I see why they have you guys here".

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281

Bombardier

US

Artley Carter

A traveler was upset because he didn't have enough change to exit faregate, became irate and belligerent. I remained calm and expressed concerned and understanding, and reserved the issue by offering passenger a series of options. The traveler left happy, saying "Thank you".

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280

Bombardier

FD

Greg Wade

A traveler was upset because he arrived at Howard Beach and needed to go to the Jamaica station. He spent quite a bit of time on the inerloop train before realizing the train was not going to Jamaica. In error, he boarded a Howard Beach train. I apologized to the passenger because he complained that the signs were not clear to follow. I re-directed him to Jamaica station via Federal Circle. The traveler was very thankful because he had to make a connection train.

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279

Bombardier

OD

Samuel Andre

A traveler was upset because he could not purchase a $7 metrocard with a $20 bill because the machine will only give $6.00 change. I quickly approached another passenger and asked him for change and he was able to give us change for a $20.00 bill. The traveler left happy saying "Thank you for your help".

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278

Bombardier

CC

Priscilla Everett

A traveler was upset because he could not read the TVM due to the sunlight coming through the windows. He said the windows should be tinted so we can read the screen. I stood to the side to try and block the sun so he could read the TVM while I worked the screen. I read everything to him as I pressed the screen. The traveler left happy, saying "Thank you for helping me. I hope next time someone is here because I cannot see the screen".

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277

Bombardier

GM

Greg Wade

A passenger on the way through Jamaica station faregates asked me two questions, 1. Where could he get something to eat and 2. Where he might be able to buy a pair of socks. He had to catch a flight on Jet Blue in a couple of hours so I told him that before he headed to Terminal 5 he could stop at Terminal 4 and get what he needed. I told him that they have a few little shops and plenty of places to eat. The traveler was very happy saying he remembered he had forgotten to pack any socks because he was in such a rush and he also didn't get a chance to eat anything.

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276

Bombardier

GM

Greg Wade

A passenger ran up to me upset at Terminal 5 saying that the train that just left had his favorite green leather jacket still on board because he was rushing to get off the train with serveral bags and forgot the jacket. Because he told me so quickly I was able to call ahead to Terminal 4 and have the ATA stationed there check out the incoming train. Sure enought, the jacket was right where the passenger say it would be. Because another ATA was on his way back to Terminal 5 at the time he took the jacket back with him to the passenger. The passenger said that he was very relieved to get his favorite jacket back and he was pleasantly surprised how quickly we had gotten it back to him.

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275

Bombardier

MS

Vladimir Myrthil

A traveler was upset because they arrive at Jamaica station and were trying to get to long term parking at Lefferts Blvd. They said they were riding around trying to get to long term parking. I explained to them how to get to long term parking and showed them via the brochures. I then walked them down the platform, put them on the next train and radioed my co-worker at Federal circle to meet the couple when their train arrived and to put them on the Howard Beach train. Te traveler left, they shook my hands and said "Thank you for helping us".

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274

Bombardier

QB

Vladimir Myrthil

A traveler was upset because the map of the AirTrain system on the platform kiosk displayed incorrect information. The map showed that Howard Beach and Jamaica trains travel on track #1. The passenger complained that they rode on the wrong train for 15 minutes and it was AirTrains fault they missed their flight. I apologized dearly for the misprints on the new maps and assured the passengers that I would let my supervisors know of the inconvience the misprints are baring on passengers I also advised the passengers of a shortcut to get them to their designated terminal quicker. The traveler left happy, saying "Thank you for the information hopefully I have time to make my flight sometime soon".

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273

Bombardier

JR #113

Priscilla Everett

A traveler was frantic because he could not decide what type of card to get. My peer helped them. They were still unsure. I walked over to the passengers and started chatting wit them. I asked where they were from and how long in the city. Once I got information, I asked if I could make a few suggestions. The customer moved closer to me and I could see the easiness in their confused faces. As I spoke to them giving each eye contact and instilling assurance that my suggestions would work. I noticed them relaxing. I had to make three different suggestions. There were ready to get to NYC and enjoy their few days. They each bought tickets I suggested marked areas and places to see. I gave them each a small pocket map. The passenger left happy, telling me I was their "Angel".

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272

Bombardier

RW

Eddy Pierre

A traveler was upset because she didn't see the sign leading to the Q10 bus. Although, passenger received excellent instructions as to how to arrive at Terminal 4 to connect to the Q10 bus. Passenger became very upset because there were no signs telling her which direction to walk. She walked in the opposite direction towards the B15 bus therefore, causing her to miss the Q10 bus. She was late. I informed the passenger that she was absolutely correct and that I will pass this information on to the authorities to see what if anything could be done regarding proper or additional signage for ground transportation at Terminal 4. Thank you, for letting us know, we'll look into this matter. Have a great day. The traveler left happy, saying "Atleast someone is trying to help us out here and understand how difficult it can be when one dosen't know the system well. Regina I thaked you for attempting to make changes for the better. I appreciate people like you, Thanks Again!".

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271

Bombardier

QW

Eddy Pierre

A traveler was upset because a fellow AirTrain passenger told her to get off at FCI to catch another train to take her to Terminal 8. She had boarded the train at Jamaica which means she was on the correct train. I apologized that she was given the wrong information and assured her that there would be another train arriving in 4 minutes. I even told her her that if she transferred to the inner loop train at Terminal 1 that she would get to Terminal 8 even faster. The traveler left happy, saying "Im glad I ran into you. I will not listen to anyone else who's not wearing a red uniform".

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270

Bombardier

QW

Priscilla Everett

A traveler was upset because the faregate closed after she was clear to go upon payment. Another passenger on the opposite side had stepped into the aisle as an illegal entry. I instructed both parties to take one step back in order to determine who had the right of way. Once it was clear which person was allowed to proceed. The customer who's card was inserted correctly, was allowed to pass freely. The traveler left happy, she was glad it was someone here to resolved the matter.

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269

Bombardier

SM #153

Vladimir Myrthil

A traveler was upset because she had misplaced her school bag with important documents. I had operations contact another agent who had reported a bag that met passenger description. Passenger was directed too Terminal 8 to claim bag. The traveler left happy, saying "Thank you".

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268

Bombardier

JB

Vladimir Myrthil

A traveler was upset because she got off the Howard Beach train. Customer was told to catch A train to 14th street. I showed customer map and explain to her she could take the E train from Jamaica. The A and E train both stop at 14th street. The traveler lef happy, saying "Thank for your assistance and knowledge of subways".

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267

Bombardier

QW

Eddy Pierre

A traveler was upset because he just missed the departing train from Jamaica. He had been running trying to catch it. I explained that during our peak hours, the training arrive every 6 minutes. I told him the next train will be arriving shortly. The traveler left happy, saying "I'm glad the trains operate so frequently".

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266

Bombardier

MS

Greg Wade

A traveler was upset because her AirTrain 10-trip card had 6 trips on it and the card expired in January. I explained to her the card is valid only for only 6 months, took her over to the TVM and showed her where it explains the 10-trip card. The travler left happy, after it was explained to her she understood the card expires after 6 months and she realized she didn't need 10-trip card after all. She was apologetic.

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265

Bombardier

WC

Greg Wade

A traveler was upset because she couldn't find the hotel shuttle bus. I explain to her the procedures. To go downstairs call the hotel and they will come to pick you up at the corner. The traveler left happy, saying "Thank you very much".

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264

Bombardier

NSL

Samuel Andre

A traveler was upset because he said all the trains are not level with the station platform. It is very difficult to push out the smarte cart out of the train. Bombardier should be ashamed after making all this money. I understood his concern and issues and let him know that I will relay his complaints to the higher management. The traveler was not pleasent but said "Thank you for understanding".

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263

Bombardier

GL

Vladimir Myrthil

A traveler was upset because he had left his bagpack containing a computer on the train he had just departed. Passenger was upset and panicing. I calmed the passenger dowm and told him I would have his bag and computer back in no time. I then contacted the ATA at the relevant station where the bag was retreived and passenger was reunited with his belongings. The traveler left happy, saying "Thank you so very much for your help".

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262

Bombardier

GL

Greg Wade

A traveler was upset because she was unable to figure out how to tell the difference between the various trains in the system. I explained to the traveler that the system was color coded. Green letters are for Howard Beach, red letters are for Jamaica and Orange letters for the all terminals trains. I explained that this information was displayed on the monitors above the door. The traveler left happy, saying "Thank you very much. Now I know what to do when you are not here".

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261

Bombardier

GL

Greg Wade

A traveler was upset because he was seperated from his wife at a previous stop. I contacted the ATA covering the station with the relevant information. The ATA then retrieved the man's wife and directed her to us. They were soon reunited and happy. The travelers left happy, saying "Thank you, Thank you, Thank you",

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260

Bombardier

TW

Greg Wade

A traveler was upset because he had left his laptop aboard a train that just left Federal Circle. Natasha #139 and I called Operations and had all ATA's on a look out for his property. I let him know after an hour of looking that we did not come across his property. I just let him use my phone to call lost and found. He left his number and address with the lost and found department. The traveler left happy, he really appreciatd my help. I had to let him know that things like that should always be on him.

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259

Bombardier

TW

Greg Wade

A traveler was upset because she said she put $10 on her metrocard by credit card and it didn't show up on her metrocard. The TVM gave her a reciept and then went down as no credit cards. By explaining to her that the machines does this a lot. I explained to her that I can't refund her, her money money but I can give her an MTA envelope and she can mail it in, and then they would mostly likely mail her a check. The traveler left happy, saying "Thank you for explaining everything to me".

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258

Bombardier

CW

Greg Wade

A traveler was upset because they didn't know where to go. They said their father was suppose to pick them up from an end station, so I let them use my phone and bought them something to drink until my supervisor came. I kept them calm and from crying. The traveler left happy, saying "Thank you", and they were glad they spoke to their father.

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257

Bombardier

CC

Priscilla Everett

A traveler was confused because she didn't know how to get to the New York City subway. She didn't know if she should stay on the AirTrain or get off. In telling her what to do, she still didn't completely understand and the train door close with her inside. I spoke with my co-worker that was stationed at Federal Circle. He met up with the train and pointed her in the right direction. The traveler left happy, because she had the help she needed and reached the New York City subway station.

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256

Bombardier

DP

Eddy Pierre

A traveler was upset because they found it hard to navigate through the Airport system. Customer said that better signage is needed. I showed adaptability by not taking the customers fustration personally. I advised the customer how to get to their destination. The traveler left happy, saying "Thank you, im glad your here".

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255

Bombardier

EH

Samuel Andre

A traveler was upset because the metrocard machines also know as TVMs can at most return $6.00 in change once a passenger buys a card. At the time I was helping a passenger that only had a big bills. He did not understand why he could not purchase a card. I explain to the customer that the machine only gives back $6.00 in change maximum, and since we were located at Howard Beach station which has a MTA booth. I allowed the man to go over the MTA side to purchase a card and then come back and pay. The traveler left happy, saying "Thank you for your help", as he dip and left once it was return to him.

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254

Bombardier

TW

Greg Wade

A traveler was upset because him and his brother landed in America at 4pm from Ghana awaiting their father who was coming to pick them up. Their father was suppose to come from Ohio. They were crying because time had passeed and they couldn't reach their father and didn't know where exactly they were suppose to meet him. I called Operation letting them know my dilemma. After that I asked them if they wanted something to drink with the assistance of Chris as well as Gavane, we brought them some drinks. We use what looked like a foreign number to call their dad. The traveler left happy, saying "Thank you, they finally got in contact with their dad who was still in Ohio, come to find out they were suppose to take a connecting flight. They were taken back to Delta by my supervisor Greg,

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253

Bombardier

KA

Eddy Pierre

A traveler was upset because she had gotten on the wrong train and arrived at Federal Circle when she needed to catch a flight at Terminal 7. Being proactive I noticed the passenger's confusion and ask if I could be of some assistance. I accompanied passenger to Federal Circle inbound track and told her the quickest way to get to Terminal 7 was to take the next incoming train to Terminal 1 and then get off and catch train across the platform which was running clockwise to Terminal 7 instead of taking train around the entire CTA to Terminal 7. The passenger was very grateful and rushed off to catch her flight.

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252

Bombardier

US

Vladimir Myrthil

A traveler was upset because she lost her passport on track section 3772 at Terminal 2. I assured the customer there was no need to worry, as a contingency would be implemented to retrieve her lost item. She declined the search but was happy after I comforted her as she was originally upset and distressed.

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251

Bombardier

FD

Greg Wade

A traveler was upset because a group of 14 travelers came to Howard Beach station. The leader hoped to use his credit card to do all of the purchases. I informed him that the credit card purchases are limited. I suggested that he purchase 10 trip card to accomdate some of the payments. I also suggested that he purchase single rides for the subway system. The traveler left happy, he was very pleased because he was not sure how he was going to manage transitioning from AirTrain system to MTA system.

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250

Bombardier

MA

Greg Wade

A traveler was upset because he didn't want to pay five dollars at the faregates. I explain to the customer that everyone has to pay to enter and exit the train. The traveler left saying "What a rip off, but thanks for explaining".

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249

Bombardier

MA

Vladimir Myrthil

A traveler was upset because there was no AirTrain service on March 14th. I showed the customer the way to the shuttle bus that was going to the airport. The traveler left happy, saying "Thank you for your help".

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248

Bombardier

MA

Vladimir Myrthil

A traveler was upset because he left his laptop on the AirTrain. I called the Operation Center and got the traveler's laptop back. The traveler left happy, saying "Thank you very much".

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247

Bombardier

EH

Samuel Andre

A traveler was upset because there were some train delays on his way to the airport. Which cause him now to be just reaching the airport very close to his departure time. The passenger then express to me that he would now also have to wait for the AirTrain to go all arond the airport before reaching Terminal 8. I showed the passenger a train map and explained to him that the AirTrain is very fast but if he wanted to get to Terminal 8 even faster he could take the AirTrain from his current position (Jamaica) to Terminal 1 which is two stops away cross the platform and board the inner loop train to Terminal 8 which would be his stop. The gentleman then replied "Thank you", and continued to wait impatiencly aboard the Jamaica train concerned when it would start running.

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246

Bombardier

CC

Priscilla Everett

A traveler was upset because she had put a $20.00 bill into the TVM and did not get any change back. I told her that I was sorry I could not give her the money back, but her metrocard is now worth $123.00 . She asked why and I explained about the 15% bonus. I also told her she can use this card on all the metro transportation systems, until it runs out of money. The traveler left happy, saying "Thats good now I don't have to purchase anything else. You made my travel easier".

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245

Bombardier

FD

Greg Wade

A traveler was upset because train service was interrupted due to snow storm on March 2, 2009. Passengers were very upset because of the lengthy time for bus bridge to begin. I was very please by the announcements being made by operation center. I tried to relay as much information as possible to assist in the passenger overload. Most of the passengers were pleased at the fact that they were being guided, given the tough situation. Of course, some passengers had their share of anger and fustration. I simply listened and apologized for the inconvience.

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244

Bombardier

MS

Vladimir Myrthil

A traveler was upset because she came to me yelling she didn't get her twenty dollar metrocard she purchased from the L.I.R.R. machine. This woman was yelling at me while I was helping a passengger at the TVMs. I told her to give me a moment and I will be right there. I asked her to clam down and let's go over to the machine she used. Meanwhile I noticed she had a metrocard in her hand and I asked her if that could be the twenty dollar card, she said no it didn't come down . We checked the machine and no card was there. I asked her if I could check the metrocard in her hand and when I did it was the twenty dollar card she was yelling she didn't get. She apologize repeatedly, while smiling and said "I like you hair".

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243

Bombardier

MJ

Eric Mickles

A traveler was upset because they had been riding on the inner loop train for an half an hour, trying to reach the long term parking lot at Lefferts Blvd. I told them to calm down and take the next Howard Beach train on track #1 to Lefferts Blvd. long term parking A & B. The traveler left happy, saying "Thank you, I am glad you were here to help us".

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242

Bombardier

CW

Vladimir Myrthil

A traveler was upset because she lost her bag on the train. I kept her calm and told her I would find her bag. The traveler left happy, saying "Thank you", and was happy that I was their at that time.

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241

Bombardier

GL

Vladimir Myrthil

A traveler (elderly woman) was upset because she was trying to meet her daughter at Howard Beach. She was confused and unable to articulate clearly where she needed to go. She did not have the proper directions. I calmed her down, asked her to have a seat and ask her to explain what exactly happen. I was then able to get in contact with her daughter who enventually stated she was on her way to pick her up outside the station. Upon her daughters arrival the lady was happy and left saying "Thank you for your help you are very kind".

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240

Bombardier

AE

Greg Wade

A traveler was upset because his credit card was broken and couldn't work in the TVM. We both tried to get it to work but it just wouldn't work and he only had $2.00 for the subway. I'm optimistic so I understood that sometimes things like this happen. I took his information and let him out the gate. The traveler left, he was sorry and thankful. He came back about 15 minutes later saying his card worked in the ATM, so he paid, and I said "Thank you" to him.

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239

Bombardier

SM #125

Greg Wade

A traveler was confused and lost on Terminal 4 platform after she was misdirected to the immigration office. I supplied the passenger with detailed direction to the immigration office. Unfortunaltely the passenger still looked confused, so I escorted the passenger to the immigration office. The traveler thanked me for my assistance. She was extremely happy to speak with the immigration officer about her inquries.

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238

Bombardier

SM #125

Greg Wade

A traveler was intoxicated and disruptive onboard the train because he was having diffculty locating his car at Terminal 8. My fellow co-worker volunteered to escort the passenger back to Terminal 8. I observed my co-worker interacting professionally and with compassion toward the gentlemen. The traveler left happy, yet a little emotional. He was also very sorry for his disruptive behavior.

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237

Bombardier

JB

Greg Wade

A traveler was upset because they were told that the AirTrain was free of charge. I politely explained to the customer that within the Airport the train is no charge but once you exit or enter the system there is a $5.00 fee. The traveler left happy, saying "Thanks for giving me a better understanding of the AirTrain system".

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236

Bombardier

JB

Greg Wade

A traveler was upset because they were given the wrong informatiom on how to get to Howard Beach by someone in a red jacket. I gave the traveler the correct information as well as escorted customer to Federal Circle. The traveler left happy, saying "Thanks for your help, I wish the other person was as helpful as you".

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235

Bombardier

EH

Samuel Andre

A traveler was upset because she had purchased a 10-trip AirTrain metrocard and did not use it in the time allowed. The passenger said that she did not know it expired in six months, instead she believe that the expiration on the back was the alloted time given. I then explain that I was not allowed to give her money at the present time for the metrocard, and that she would have to send the metrocard to the MTA in the envelopes that we have by the faregates. The traveler left happy, saying "Thank you, for your patience and have a good night".

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234

Bombardier

JR #113

Priscila Everett

A traveler was upset because she had no idea of NYC travel system and purchasing cards. She also had no change and a large family. I took my time and explain to the passenger how the system works and about the 10 trip card. I saved the passenger a lot of money with the information I gave her. The passenger bought a 10 trip card and a 7 day unlimited, I also gave the passenger my personal subway map from my purse. The traveler left happy. She was very excited about visiting the places I circled on the map and shopping at some of the places I mentioned throughout the city. Traveler said " You are a great company, very friendly, and AirTrain personnel is fanstastic".

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233

Bombardier

Monthly Winners

N.I.C.E. Incentive

Congratulations to Supervisor Priscilla Everett and agent Jene Robinson for being this month's MONTHLY WINNERS in the Resiliency Edge N.I.C.E. Incentive.

Each month we select a front line employee and their supervisor who "coached" them to apply their Resiliency Edge skills.

Below, is a copy of Story Number 227, which can also be found on the main story board:

Entry Num:227
Company:Bombardier
Employee:Jene Robinson
Name:Priscilla Everett
Comments:
A traveler was upset because she was not from New York and spoke no English, trying to catch a Air China flight from New York to Beijing. She did not understand the AirTrain system and how it works. She kept on going around in circles. I got on the phone and spoke with her daughter who spoke English and was told where her mother wanted to go. I got on the inner loop train at Terminal 4 and took the passenger to Terminal 1 and showed her Air China ticket counters for check-in. Her daughter said Thank you, as her mom did not speak English but I could tell from her expressions she was more than grateful.

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232

Bombardier

SA

Artley Carter

A traveler was upset because he had left his work cell phone on a train, and couldn't report to work without his cell phone. I ask the passenger to PTel the Operation Center and see if someone called it in yet. No one had report it so than I asked the passenger to describe the cell name / color. I called it in the radio and a ATA had found it on the inner loop train. The traveler left happy, saying "Thank so much, you saved my day. I would of had to go back home if you didn't hep me find my phone".

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231

Bombardier

SM #153

Vladimir Myrthil

A traveler was upset because her ten year old daughter Anya had become seperated at Jamaica station when trains doors were closing. I put the passenger in the box, calmed her down. I then contacted Operations who had an agent standing by with the child, and directed the passenger back to Jamaica station. The traveler left happy, saying "Thank you".

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230

Bombardier

MA

Artley Carter

A traveler was upset because she didn't know how to work the TVM machine at Jamaica station. I approach the customer with a smile and showed her how to work the machine. The traveler left happy, saying "Thank you, for your help".

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229

Bombardier

NSL

Artley Carter

A traveler was worried because he had misplaced his bag on the train. He wasn't sure exactly where the bag was left. He approached me at FCO to assist. I reached out to the Operation center to send a transmission to all agents to look for the bag. I was very patient and understanding with the passenger. I asked him some questions to see if I could get any more information. Whatever new information I recieved I would share with the Operation center. He was finally sent to Terminal 1 where an unattended bag was turned over to PAPD. He came back to Federal Circle thanking me for all my efforts in helping him retrieve his bag. He then gave me a hug and a kiss.

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228

Bombardier

SC

Priscilla Everett

A traveler was upset because there was not enough signage on the platform and no one at the station to translate. I made my way over to Terminal 8 and helped out the 2 sisters and gave them the information they needed in Spanish. I spoke to them in Spanish and directed them towards Howard Beach so they could get to the A train. The traveler was more relief and was able to comprehend everything. After me giving them directions, they thanked me for my assistance.

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227

Bombardier

JR #149

Priscilla Everett

A traveler was upset because she was not from New York and spoke no English, trying to catch a Air China flight from New York to Beijing. She did not understand the AirTrain system and how it works. She kept on going around in circles. I got on the phone and spoke with her daughter who spoke English and was told where her mother wanted to go. I got on the inner loop train at Terminal 4 and took the passenger to Terminal 1 and showed her Air China ticket counters for check-in. Her daughter said Thank you, as her mom did not speak English but I could tell from her expressions she was more than grateful.

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226

Bombardier

OD

Eric Mickles

A traveler was worried because he was having difficulties carrying too many pieces of luggage, I help him by giving him a smartcart which I saved earlier in the shift. The traveler left happy, saying "Thank you".

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225

Bombardier

MS

Vladimir Myrthil

A traveler was upset because he ended up at Howard Beach from Terminal 5 and he was trying to get to Terminal 1. I took him to the platform and showed him on the information display how to get to Terminal 1. The traveler left happy, saying "Thank you, and he wished he had encountered someone like me in the terminals".

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224

Bombardier

SM #153

Artley Carter

A traveler was upset because her American Airlines flight had arrived late and she was going to miss her Coach bus. I helped the passenger by accompanying her to Terminal 7 where I was able to run ahead and have the bus driver wait two minutes. The traveler happy, saying "Thank you, so much".

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223

Bombardier

AT

Greg Wade

The TSA officer came to me because the AirTrain system was down and she was running late. I paid close attention to what she was saying, and explain to her how the system works. The TSA officer accepted my explanation and left happy.

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222

Bombardier

NSL

Greg Wade

A traveler was confused because there was confusion with the trains because of the snow storm. Although there were bus shuttles the passengers felt that there was a lack of organization. I adapted to the situation and did my best to control the passengers fustration, and calmed them as much as I can and also guided them in the right direction. The traveler left satisfied, saying "Thank you, for being here and hopefully next time this will be better organized".

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221

Bombardier

AE

Greg Wade

A traveler was upset because he took the wrong train and was at the wrong station. He was looking for the A train into Brooklyn. I explain to the passenger that he really didn't mess up at all, he was only a little off track, and he still could get to Brooklyn from the Jamaica station as well. The traveler left happy, saying "Thank you, I'm happy the system is setup where I can get back on track".

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220

Bombardier

WC

Greg Wade

A traveler was upset because she couldn't find her airline terminal. She was going in circles. I escorted her to the airline and explain to her how the airtrains runs. The traveler left happy, saying "Thank you".

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219

Bombardier

NSL

Greg Wade

A traveler was upset because his friend was not able to come through the fare gate due to insufficent funds on the metrocard. Apparently, the customer swiped her card 2 times at NYC subway and, an extra fare was deducted from her card. Customer was fustrated because they had the same card and wanted to know why the lady's card didn't have enough money. I used my understanding and listening skills to assist the passenger. I explained to him what happened to the card and why she had $4.05 left on the card. He calmed down and agreed to add the additional $1.00 to complete the fare. The customer left happy, and said he realized the mistake that took place and thanked me for my patience and for the time I took to help them understand what happened.

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218

Bombardier

JL

Priscilla Everett

A traveler was upset because parties seperated, one left on train and other left on platform. Father was upset and, an Amber Alert was implemented. Once secured transmission was annouced I was proactive and searched all trains at FCI and FCO. Using the description given by operations I found the young man aboard a Jamaica train. Parties was reunited. The traveler left happy, saying "This is a great system, fast and safe". He was impress and very grateful.

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217

Bombardier

KO

Priscilla Everett

A traveler was upset because she could not figure out how to get to the JFK medical center on Rockaway Blvd. Her business card said it was inside the Airport and she was an elderly lady. Being pro-active I called the medical center and got directions in which she had to go to Federal Circle and get a shuttle bus. The doctor she was looking for no longer worked there so she was very disappointed how the day turned out. The traveler left happy, saying "Thank you so much for being helpful and kind". I then walked her to the platform and assisted her on the train, which made her feel more comfortable.

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216

Bombardier

JK #160

Samuel Andre

A traveler was upset because he could not find his parking lot. He said someone on the train said he should come here to Howard beach. When he comes back from his trip, so thats what he wrote on his parking ticket. I became one with the passenger, quickly understanding his probelm. I let him know he past his stop. I picked up a brochure and pointed out his stop. Then I directed him to the platform informing hin that a bus going to all parking areas might arrive before your train. The traveler left happy, saying " That was very nice of you. Thank you."

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215

Bombardier

MA

Artley Carter

A traveler was upset because she was upset at the fact that she had to pay five dollars, when it was a free bus five years ago. I explain to her that it is safe and convince her to ride the AirTrain, because it stops at all the terminals, as with the bus it was hard with bags. The customer left happy, saying "Thank you, for your help".

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214

Bombardier

EH

Samuel Andre

A traveler was upset because the train that the passenger had board did not give any annoucements and he claimed that he and his wife had been in the airport system for over two hours since there flight had landed. I put myself in the passenger shoes and told them I fully understood the feeling, after giving them directions on where to go. Which to be exact was Lefferts Blvd. for long term parking. The passenger told me they had future trips already planned, so I gave them both a crash course using the information on the platform. The traveler left happy, saying "Thank you". They were happy someone was there to help.

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213

Bombardier

JK

Samuel Andre

A traveler was upset because he was confused as to which terminal his flight was leaving from. I was patient with the customer as I could tell that part of his fustration was do to his advanced age and mental capacity. The traveler left happy, saying "Thank you, and God Bless".

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212

Bombardier

JK

Eric Mickles

A traveler was upset because she could not find parking area A. She walked over and asked me how she could find parking area A. I became one with the customer. I calmly said no problem come with me. The train entered the staton and I told the passenger to get on the train and take it to the next stop which was Lefferts Blvd. for parking area A. The travler left happy. She said she thought she passed her stop, then she turned thanked me and went off with a look of relief.

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211

Bombardier

AG

Priscilla Everett

A traveler was upset because he had lost his bags containing a laptop and all of his travel documents. I explained to the passenger calmly that since he knew what train he had left his belongings on, we would have a good chance to recover it. I over heard a bag might have been found by a co-worker. Passenger was very upset and mad at himself, but I reassured him we had found the bag. The traveler left happy, saying "Thank you so much, I really appreciate everything you did to help, I really needed those bags".

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210

Bombardier

AG

Priscilla Everett

A traveler was upset because we were running different train shuttles due to STC problems, so the passenger was very confused and fustrated she was going to miss her flight. I explain to her exactly which transfer and train she had to take to get to her terminal. She was very mad, fustrated , and confused, but I gave her the time and reassured her she had enough time to catch her flight and would arrive shortly. The traveler left happy,saying "Thank you for knowing whats going on. I've had so much trouble getting here, im glad I'll finally be able to catch my flight".

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209

Bombardier

SA

Artley Carter

A traveler was upset because he was looking for a wheelchair, the gentlemen was in his 80's with a health condition, and he had arrived in Terminal 5. I told the passenger that the AirTrain dosen't have wheelchair service but I can help him call Jet Blue and see if they can send a wheelchair to the platform, so I called the operation center and asked to see if they can call Jet Blue for a wheelchair and I stayed with the passenger till the wheelchair arrived. The traveler left happy, saying "Thank you so much, you been a great help".

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208

Bombardier

MA

Artley Carter

A traveler was upset because he miss his flight and didn't have any money to exit the AirTrain. I explain to the passenger that he has to paid five dollars to exit and that he can exit out at any terminal. The traveler left happy, he Thanked for my help and exit at Terminal 4.

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207

Bombardier

AE

Artley Carter

A traveler was upset because she got on the wrong train to go to Howard Beach and that she sat on the train from end station to end station. Because I got on at Terminal 4 to go to clock in at Federal Circle. So I just got into work mode when help was needed on or off the clock. The traveler left happy, she said she was happy she saw my red AirTrain jacket, she didn't know what to do.

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206

Bombardier

MS

Vladimir Myrthil

A traveler came from the Terminals upset because she said she was riding around trying to get to Howard Beach. She ended up at Jamaica. I walked her down the platform and showed her how to get to Howard Beach. I then radioed my co-worker at Federal Circle and gave him a description of passenger and train I.D. she was on and asked him to put her on a Howard Beach train. The traveler left happy, saying "Thank you".

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205

Bombardier

SM #153

Artley Carter

A traveler was upset because he had lost his passports and tickets. I helped him retrace his steps and accompanied him too his arrival airline. Where he was able to retrieve his documents, an employee had turned them in. The traveler left happy, saying "Thank you, you saved my life".

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204

Bombardier

WC

Artley Carter

A traveler was upset because she was in a wheel chair with luggage, and wanted to go to Federal Circle. While waiting for the AirTrain I explain to her how to get there. The traveler left happy, I helped her on the train, she grab me gave me a kiss on the cheek, and said Happy Valentine's Day.

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203

Bombardier

MA

Greg Wade

A traveler was upset because the TVM machine didn't give him a receipt for his MetroCard. I explain that there is a option to choose receipt on the machine. The traveler left and Thanked me for my help.

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202

Bombardier

JB

Greg Wade

A traveler left upset because he lost his keys on vacation. I politely asked passenger if he had spare keys. He told me he had a spare in the car. I advised him of a tow truck company. The traveler left saying, "Thanks, due to my fustration I did not think straight, Thanks for being here".

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201

Bombardier

AT

Greg Wade

A traveler was upset because his flight came late and he had a connection flight to U.K. and all his luggage was missing. I advise him and gave him suggestions using one of my Resiliency Strengths. The traveler left happy, saying
"Thanks, for all the helpful information".

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200

Bombardier

US

Artley Cartrer

The traveler was upset because she left her MetroCard at home and was not able to exit Jamaica station. I informed customer of other resolutions to resolve her issue. The traveler left happy, saying "The information provided was helpful".

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199

Bombardier

OD

Samuel Andre

A traveler was upset because he did not write down the name of the station where he park his car. I advise him you must check both stations Howard Beach and Leffert Blvd. The traveler left happy, saying "Thank you for your help".

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198

Bombardier

QW

Vladimir Myrthil

A traveler was upset because she couldn't figure out how to insert the metrocard at the faregate. I politely asked if she wouldn't mind me assisting her and showing her how to insert the card. The traveler left happy, saying "You must do this a hundred times a day and still have a smile. Thank you".

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197

Bombardier

JR #113

Priscilla Everett

A traveler was upset because she had a group of special need students, and wanted to know was there a discounted price for a group so that she could save. I advised the customer of the 10-Trip Pass , there were twenty of them. I advised of the use of the card, and told her next time she has a group to purchase the card it can save her $50.00. The traveler left happy, she also shared the information with the other group leaders so they to could save money.

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196

Bombardier

KA

Eddy Pierre

A traveler was upset because she felt that the AirTrain didn't explain to her how to get to Howard Beach. She said the system was flawed and whoever designed it wasn't too smart. I apologized on behalf of the AirTrain for her confusion. I explained to her if she looked above the doors the monitors will let her know where the next train is headed. I also pointed out to her that each station has a P.A. annoucement as to where the train's direction. The traveler left happy, saying "Thank you for that information, and I wasn't looking at the monitors above the door". The customer said AirTrain was lucky to have such an insightful employee working for them.

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195

Bombardier

FD

Greg Wade

A passenger arrived at Howard Beach wanting to go to Manhattan. He paid the fare and left the station, only to realize that he was not at Jamaica station. He wanted to go to Jamaica station but did not want to pay another fare. I opened the faregate and allowed him re-entry into Airtrain. I documented and called Jamaica station to advise them of his error. I gave him an AirTrain map and directions on how to go to Jamaica station. He left happy, because he did not have to pay again. He had better directions on how to get to Jamaica station. Apparently, he was jet lagged and disoriented in where he needed to go.

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194

Bombardier

DP

Priscilla Everett

A traveler was upset because there was a delay due to track maintenance, and regular announcements were not being made. I showed adaptability and engagement explaining to the customer that we frequently conduct maintenance to keep our system running efficently. The customer was okay with this information.

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193

Bombardier

QB

Artley Carter

A traveler was upset because the signage wasn't clear to them. I explained to them that the destination of each train is located above the doors and is also color coded. The traveler left happy, saying "Thank you, for explaining that to me".

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192

Bombardier

JB

Vladimir Myrthil

A traveler was upset because his senior metrocard could not be used for AirTrain. I politely explained to the customer that AirTrain is a seperate fee. The traveler left happy, saying "Thanks for your help and good cheer".

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191

Bombardier

SM #125

Greg Wade

A traveler whom spoke very little English was lost and confused on Terminal 1 platform. I approached the passenger and attempted to communicate using visual and hand gestures. I also examine the passengers luggage tag and ticket to determine her destinantion. The traveler left happy, after I escorted her to Jet Airways ticket counter and assisted her with check-in.

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190

Bombardier

SA

Greg Wade

A traveler was upset because he forgot one of his bags on AirTrain and didn't notice it till 20 minutes later. When I first approach the passenger he was panicking and couldn't
remember which train he left it on. I calm the passenger down, then ask for a description of the bag. I called the description into the Operation Center, 4 minutes later an ATA had found the bag in Terminal 4. I sent the passenger to Terminal 4 to pick up his bag. The traveler left happy, saying "Thank you so much, you guys have a great system. We don't have a system like this back home".

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189

Bombardier

AT

Greg Wade

A traveler came to me and said he missed his flight in 5 minutes. He drop off his family at Terminal 3 and he wanted to park his car at long term parking. He told me the signs in tne airport wasn't clear he ended going towards Van Wyck Expy and it took him an hour and 20 minutes to get to long term parkimg. By the time he reach to Terminals 3 all his family memners was on the plane. He saw the plane pulling off the gate. In this situation I personally understood how he felt, so I paid very close attention and listened to what he had to say. After a few minutes later he relieve some stress. I then gave him good directions because he had to come back tomorrow for his flight to meet up with his family members. The traveler left very upset but after I told him everything would be fine, after tomorrow and to get home safe. He turned his body around saying "Thank you, I very much appreciate you listening to me and giving me directions".

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188

Bombardier

GL

Greg Wade

A traveler was upset because he and his wife had lost a black bag on the all terminals train. They were very concerned because the bag contained valuables. I used the O & M radio to contact the other ATAs working in the CTA at the time, informing them of the missing bag and its description. Aboutthree minutes later the bag was recovered from the train and returned to the travelers. The traveler left happy, saying "Thank youy so much, what would we have done without you".

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187

Bombardier

TW

Greg Wade

A traveler was upset because she rode Amtrak for 24 hours and missed her plane back to South Africa. She was flying with Qatar to Doho. Her flight wasn't to 10:35pm but she arrived at 10pm and they were already closed. I called my supervisor and asked can I leave my post for customer service reasons. We went upstairs to Qatar and we even called their customer service line (me letting her use my cellphone). The traveler left saying, "Thank you", even though she could not get her flght.

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186

Bombardier

RW

Priscilla Everett

A traveler was upset because she felt that the AirTrain cost too much. "Ten dollars roundtrip, this is ridiculous, no one pays to exit a system", the passenger said. I told the customer, "you know most people will pay good money for good services". I then asked if she were comfortable while riding the AirTrain, were the train announcements informative and were the AirTrain staff helpful to her, and speak clear, concise, and courteous manner. The traveler left happy, saying "Yes, I love the service I recieved, everyone was very nice and polite. They were also very helpful in giving me instructions to the city, they even gav me a map, Thank you, for making me see things in a different light".

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185

Bombardier

Artley Carter

Pat Thompson

A traveler was upset because he left his back pack at the Jamaica platform, and did not know how to find his way back to Jamaica to retrieve his back pack. I advised the passenger to take the Jamaica train when the passenger display turn red, that is Jamaica train. He was at T4 platform. The traveler left happy, saying "Thank you", he went to Jamaica, and found his back pack at the faregates with an ATA. He was very happy to retrive it.

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184

Bombardier

DP

Priscilla Everett

A traveler was upset because he was late almost missing his flight and couldn't speak English at all. Using body language I calm the passenger down. I then found someone that spoke his language and they was able to interpret what I was saying and direct him in the direction to catch his flight. The traveler left happy, saying "Thank you, Thank you" (in his language).

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183

Bombardier

FD

Greg Wade

A traveler was upset because he needed to make a LIRR connection. He was very worried because the time was very short. I helped the passenger purchase his ticket. We used the railroad machine and purchase both exit ticket and railroad ticket together. The traveler left happy, saying "Thank you, for your efficiency".

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