Resiliency Project for JFK International Airport

Entry Num:

182

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was confused. They couldn't understand English and how to use the TVM to get an exit AirTrain card. I used the little bit of French I knew, to help them get what they need to exit. The traveler left happy, saying "Merci" (Thank You).

Entry Num:

181

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

Entry Num:

180

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because her monthly card didn't work. I explain to her that this machine has had problems, and she shouldn't take it so personal we are here to help her out. The traveler left happy, saying "Thank you" and she started laughing.

Entry Num:

179

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because she threw her money in the garbage by mistake. She can to me thinking that she paid her fare already. I helped her stay calm and assisted her. The traveler left and said thay im a nice person and they need more people like me working here.

Entry Num:

178

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because she lost her purse. I look for her purse, and found it at Terminal 5. The traveler left happy saying "You saved my life".

Entry Num:

177

Company:

Bombardier

Employee:

Name:

Priscilla Everett

Comments:

A traveler was upset because of the M.A. He was held at Federal Circle platform with the doors open. He said it was very, very cold and doors should have been closed. I told him for safety reasons the doors on the train have to remain open. This gives passengers a choice to wait on the train or platform. The traveler left saying "I understand, but it was so cold and we were there for a long time". I said sorry you were held at Federal Circle and cold. He then walked away.

Entry Num:

176

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because they wanted to take the E train to Queens, but ended up at Howard Beach. I told them to take the Howard Beach train back two stops. Get off at Federal Circle proceed to the 2nd floor and take a Jamaica train to the E train. The traveler left happy saying "Thank you, for all your help".

Entry Num:

175

Company:

Bombardier

Employee:

SM #153

Name:

Artley Carter

Comments:

Passengers La Chapelle was worried because they misplaced their knap sack while riding the All Terminals train. I put myself in their shoes and put their needs first. I then called ahead to a co-worker to check trains for their bags. Passenger bags was recovered safely and return to them intact. The traveler left happy saying "Thank you". I made their experience at JFK a pleasant one.

Entry Num:

174

Company:

Bombardier

Employee:

SM #125

Name:

Greg Wade

Comments:

A traveler was uncertain of his options after his flight was re-booked for the next day due to bad weather. The passenger advised me that he did not have a lot of money but was looking for a safe option. I advised the passenger of two safe options that were commonly used by travelers. I further explained that he could take the train to Terminal 4 (option 1), or if he decided to opt for a hotel (option 2) rates and booking was easily accesible at the hotel counter. The traveler left happy, he said he would go to Terminal 4 and weigh both options, then make a decision.

Entry Num:

173

Company:

Bombardier

Employee:

SM #125

Name:

Greg Wade

Comments:

A traveler was upset because she was given the wrong information on how to get to Terminal 8. She just arrived from Egypt and was enroute to Los Angeles on American Airlines. I show the passenger her current location on the map as well as what station she would pass enroute to Terminal 8. I also assured the passenger that the train will announce when it arrives at Terminal 8. The traveler left happy, she appreciated my assistance and felt more secure that she was headed in the right direction.

Entry Num:

172

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was worry because she did not know how to get to her hotel. I personally called the hotel because she did not speak English. After making sure the shuttle bus will be outside, I advised her to go outside to the bus stop. It was easier for myself to make the phone call being she did not know how to speak English. The traveler left happy saying "Thank you, for your help".

Entry Num:

171

Company:

Bombardier

Employee:

NSL

Name:

Greg Wade

Comments:

A traveler was confused, they had questions on how the AirTrain system works. I listened and understood their questions and concerns. I took time and explained to them how exactly the trains operate as far as destination points. I carefully directed them how to get where they needed to go. I also gave them directions on how to return. The followed the directions. The traveler left happy, they came back with fustration on their faces. They also thanked me for guiding them so well. They were please that I was around.

Entry Num:

170

Company:

Bombardier

Employee:

MS #115

Name:

Greg Wade

Comments:

A traveler was upset because she was at Howard Beach trying to go to 68th & Lexington in Manhattan. She didn't speak English she only spoke Greek. It was diffcult trying to communicate. I took her with me to the subway clerk and got directions, which I then wrote down for her. I went over the directions with her slowly & repeatedly until I felt she understood. Then I walked her to the Manhattan side. The traveler left happy saying "Thank you, Thank you, you are very kind to help me".

Entry Num:

169

Company:

Bombardier

Employee:

JR #113

Name:

Priscilla Everett

Comments:

A traveler was upset because his CD player broke. He had no way to entertain himself while waiting 7 hours for his delayed flight. As I spoke to the passenger, I advised him that we were in a very good area for him to solve his problems and to also get out and see Queens. I also advised him of stores in the area to purchase an adapter and also have a resonable meal while he waited. The traveler left happy, he could not Thank me enough. When he returned he was extremely happy. He purchased a new CD player and DVD player. He also ate at a nice cozy spanish resturant on Jamaica avenue.

Entry Num:

168

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because their baggage was not on the plane with them, they were tired they left the key to the car in the hotel room which would be returned to them tomorrow. They wanted the train that would take them uptown manhattan by central park. I became one with the passenger. I showed concern by telling them which train they needed and by staying with them, making small talk until their train arrived. The traveler left happy, saying "Your a very nice lady, Thanks a lot".

Entry Num:

167

Company:

Bombardier

Employee:

Name:

Vladimir Myrthil

Comments:

A traveler was upset because three Howard Beach outbound trains entered Terminal 8 outound track consecutively. I explained to the passenger that we were having a reduction of train service and the out of servie trains must be routed to Howard Beach to get taken out of service. The traveler left happy, saying " Thank you, for explaining that to me".

Entry Num:

166

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because they were riding by U.S. Airways, and didn't know how to get to Terminal 7. I calmly told them to board the next train on track #2, and get off at the next stop. That should leave them at Terminal 7, U.S. Airways. The traveler left happy, saying "Thank you, my brother, respect".

Entry Num:

165

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because he thought he would miss his flight because of the larger group he was coordinating travel with. I excercised patience in explaining the transition process of both travel systems (MTA) & (AirTrain). The traveler left happy, saying "You made it so easy for me Thank you".

Entry Num:

164

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because sha had a $20 and no credit cards. She needed change to exit the AirTrain. I just explained that they are looking into getting a change machine. I took her information and logged it down as no change and let her out. The traveler left happy, saying "Thank you, for not making me look like I wasn't able to pay $5 to get out.

Entry Num:

163

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was uspet because he had a long flight ahead of him and he didn't have a charger for his DVD player. I gave him a few directions to stores he could check out on Jamaica avenue. The traveler left happy because he got what he wanted, plus more. He was glad I gave him directions because he also did some site seeing along the way.

Entry Num:

162

Company:

MonthlyWinners

Employee:

N.I.C.E. Incentive

Name:

Announcing our most recent winners!

Comments:

We are delighted to present $25 Gift Checks to Artley Carter, an AirTrain Customer Service Supervisor, and Samir Ahmad, an AirTrain Agent, for their outstanding performers as RESILIENCY EDGE Problem Solvers!

The program regularly recognizes and rewards Supervisor/Front Line teams who apply the lessons from Resiliency Edge class and distinguish themselves for being N.I.C.E. - meaning they use their skills from class to Neutralize Irritations Customers Experience.

If you would like to read the winning story, scroll down to Story Number 139.

In a nutshell, here's what the "team" did: an elderly couple who
did not speak English well approached a Jamaica bound Air Train to Jamaica. The man stepped onto the train, but the doors
closed before his wife could enter the car. The train pulled out of the station, and she waited anxiously for the next train. When it arrived, she got on, but that train departed for Howard Beach. Samir used his Resiliency
Edge tools well, especially ENGAGEMENT and PROACTION, and
as you can see from the details in the story he got very creative and got the couple reunited - while Artley, his coach, recorded the story and got the report to us for inclusion online on this N.I.C.E. Story page!

Great job, Artley and Samir!

Your prizes are being sent to Pat Thompson - who will get them to you, and we look forward to selecting another set of winners next month!

Entry Num:

161

Company:

Bombardier

Employee:

JR #113

Name:

Myrna Perez

Comments:

A traveler was lost he was from a foreign country and it was his first time visiting the United States. I went out of my way to explain the system to them. I had patience and was able to cover a lot of details. The passenger was extremely grateful. The traveler left happy saying "We had a great time, and very grateful we had you to go over the main points with us".

Entry Num:

160

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because his $20 metrocard did not work because it was expired. I said to him let us try to exchange your card through the vending machine. Luckily he was able to recieve a new card. I show him the processed so the next time he would know what to do. The traveler left happy saying "Thank you, for saving my $20 metrocard".

Entry Num:

159

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because his credit card was not working in the TVM machine. He tried leaving the system to use the machine on the other side. He did not get authorization. I asked the passenger to come back into the AirTrain area, to allow me to assist him. It turns out the machine he used first had a loose reader(credit card). We used another machine and the transaction processed. The traveler left pleased and was able to make the next train into Manhattan.

Entry Num:

158

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she lost her balance while entering the train at Terminal 4. Her shoe was lost in between the gap and she has a small bruise on her left leg. Passenger refused medical attention and would give no personal information. I offered the passenger medical attention, gave her AirTrain contact information for future reference. I also gave her an ice pack in case swelling occurs. I gave the passenger my name and employee number. The traveler left happy saying "Thank you" and she sure she would be fine.

Entry Num:

157

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was confused because he was an NYC Police Officer and thought that he would be allowed to take the AirTrain for free. I informed the officer that Port Authority and AirTrain does not offer a courtesy pass. I assisted him with purchasing an exit ticket. The traveler left happy saying " He was appreciative for the explanation and apologize for assuming this courtesy was extended to all Police Officers".

Entry Num:

156

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because they left their laptop at the airport, but thought they left it on the train. I called it in and found out it was not the train he left it on it was the plane. I kept the person calm and help them with finding their laptop. The traveler left happy saying "Thank you". He said that he would write something about on on the sugestions form.

Entry Num:

155

Company:

Bombardier

Employee:

Name:

Vladimir Myrthil

Comments:

A traveler was upset because she didn't understand why her card wasn't working. She had brought the card one week earlier along with a 7-day unlimited metrocard at the Jamaica station. I calmly explained that she had bought a $5 card to exit and that she needed another $5 card to enter. I proceeded to help the passenger purchase the required card at the TVM. The traveler left happy saying "Thank you, and have a great day".

Entry Num:

154

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because she had lost her purse, and was also lost on how to get around the airport. I made every effort to retrieve her lost item and return it. The traveler left happy because my friendly customer service and knowledge of the area, really helped her feel comfortable.

Entry Num:

153

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because she could not find her car. I talked to the lady trying to calm her down. I told her I would help her find her car. Her car was on level #201 and she was on level #501. I rode down to level #2, and her car was there. The traveler left happy, saying "I must be losing my mind Thank you".

Entry Num:

152

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because he could not get to Howard Beach. He told me he was looking for the train for about an hour. I was empathetic to his problem and advised him Howard Beach was the next train in. The traveler left happy saying "Thanks, wish you were here earlier".

Entry Num:

151

Company:

Bombardier

Employee:

NSL

Name:

Vladimir Myrthil

Comments:

A traveler customer was pleased because I was there to give him the assistance that he required. I used my problem solving skills to direct him to his destinantion without a problem. The traveler left happy. He thanked me and appreciated my service.

Entry Num:

150

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because he had just arrived on a flight from Florida and he had forgotten where he had parked his car. Then he was positive that he had parked at Terminal 5/6. I didn't think that made much sense. But to put his mind at ease we got off the train at Terminal 5/6. I let him look around for a minute, then I told him my idea. We got back on the train and went to Leffert Blvd, where we found his car. The traveler left happy saying "I'm really looking forward to seeing my son again, its been several months". The he thanked me and told me how much he appreciated my help.

Entry Num:

149

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because he was confused, not knowing what to do, or where to go so that he could meet up with his family in the city. I was headed to Jamaica myself so I told him to take a ride with me on the Jamaica line. I explained on the way the steps he needed to take. When we got to Jamaica I got him his ticket on the E train, and sent him on his way. The traveler left happy saying "Now I can relax and look forward to seeing my family".

Entry Num:

148

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because he lost his bag on the Jamaica Airtrain. He was very nervous and he just started talking and talking. He said he was from San Fancisco and Murphy's Law took place before he arrived here. I became one with the passenger, he was afraid it was not his bag. I reassured him the description he gave me of the bag was quite accurate with the one on the train and I believe that his luck was about to change. Just as soon as the police come and return his bag to him. The traveler left happy saying "Thank God, something finally turned out ok. Your a life saver".

Entry Num:

147

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because he exit at Jamaica instead of Howard Beach. I said to him that's ok I'll let you in and I will contact Howard Beach personnells so they will let you out without paying again. I told him his trip to Howard Beach should take about 15 minutes. The traveler left happy saying "Thank you, for your help".

Entry Num:

146

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because he was trying to use the TVM to get an exit Airtrain card. It seems as he really didn't know how to use it. He was getting very upset and didn't need help. I step back and let him try without him knowing I was watching. I then stepped in and said let me see maybe something is wrong with the TVM, but I knew the unit was ok. Just to make him feel that he hadn't failed at it. I showed him and he got his exit card. The traveler left happy saying "Thank you, I've should have let you show me at first". I said "well we have it now", he said "yes we do".

Entry Num:

145

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she came to Terminal 5 looking for her elderly father who flew in from St. Martin. She needed to be at Terminal 4 for international flights she began to cry also because she couldn't find her car. She was very scared. I used my patience with the situation. I knew that if I got upset she would get more upset so keeping my composure was best thing to do. I stayed calm keeping that my number one priority. I first helped her locate her car, and then called my supervisor letting him know I would be leaving my post to assist a customer. I took her to Terminal 4 where we searched for her elderly father. Once we found him we went back to Terminal 5 and back to her car. The traveler customer left happy saying "Thank you". She wanted to give me money I explained to her that wouldn't be nessecary and then they left.

Entry Num:

144

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because they had forgotten one of their bags on the Jamaica train, which had all of their IDs and passport. I called the OP center to let them know the traveler had left one black bag on a Jamaica train. The OP center let all ATA/O know, and asked to check the Jamaica trains. The ATA recoverd the missing bag. The traveler left happy saying "Thank You".

Entry Num:

143

Company:

Bombardier

Employee:

Name:

Priscilla Everett

Comments:

A customer asked me in an upset manner "why did you guys make it so hard to get out of here?". The customer had a hard time knowing which way to place metro card in the faregate. I told the customer these decals are placed here to instruct passenger how to use the metro card in the fare gate. I then went over the decals with her step by step. The traveler left happy saying "Thank you, so much! If I would only read, I would make my life happier and easier. This make since to me now that you've explained it. Thanks again".

Entry Num:

142

Company:

Bombardier

Employee:

Name:

Vladimir Myrthil

Comments:

A traveler was upset because, she was confused on where to go and could not speak English, she was from the Ukrain. She came up to me with tears in her eyes all she had was an Airline ticket and a note someone had written for her. I read the information and escorted her to Terminal 4 departures where we found the airline and ticket she needed (Aerosvit Ukrainian). The traveler left happy and relieved all she could do was turn to me, put her hands together, bow and smile.

Entry Num:

141

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because he lost all four boarding pass. Also one of his children was sick. I tried to calm him down. I explain to him the procedures if he lost boarding pass. I also advised him one of the airline employees had turned in his boarding pass to the airline. The traveler left with confidence and said "Thanks".

Entry Num:

140

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she didn't speak or understand English. She was chinese and had a difficult time getting help to make it to her connecting flight with Delta airline. I tried to explain to her with one of my language skills how the Airtrain operates. The traveler left happy saying "Thank you".

Entry Num:

139

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because her husband had got on the Jamaica train and the door closed before she could get him off. He didn't speak English that well. She took the train to Howard Beach, but he never showed up there and she was beginning to worried. I called over to Jamaica and yes there was a man over there looking for his wife who didn't speak good English. I had the ATA to put him on the train to Federal Circle. Then another ATA met him there to make sure he got on the Howard Beach train. The customer left happy saying "Thank you so much".

Entry Num:

138

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because he had to pay five dollars to enter at Jamaica fare gate. He was also upset because he had just been over charged by a cab driver. I sympathized with the passenger given examples of times I had been over charged by cab drivers. I helped the passenger purchase his ticket and gave him direction to get to his airline. The traveler left happy saying "Cheers mate".

Entry Num:

137

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she paid at the Howard Beach station, and wanted to know why she had to pay again at Jamaica. I walked over after over hearing the customer was upset. I explain to her that I understand, that it does happen and I would call Howard Beach booth, the agent confirmed to me that she paid. The traveler left happy saying "Thank you, so much for hearing me, and taking the time to check and see that I wasn't trying to jump fare".

Entry Num:

136

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because he had forgotten his bag on the train. I put myself in his shoes, used my customer service and problem solving skills. I put out a call on my radio for all agents to keep an eye out for the bag, and I also helped the passenger check every train until it was recovered. The traveler left happy saying "Thank you".

Entry Num:

135

Company:

Bombardier

Employee:

Name:

Vladimir Myrthil

Comments:

A traveler looked puzzled and fustrated. So I walk up to her asking is everything okay. I seen her eyes welling up with tears, so I told her not to cry and ask her if she wanted a hug. Not really giving an answer I still gave her a hug. I really didn't undertsand, but I know whatever was troubling her that someone cared. I helped her buy her metrocard and gave directions plus a map. I was very pro-active. The traveler left saying "Thank you", but she still had watery eyes. I know I helped but I still think about her because whatever happened really hurt her.

Entry Num:

134

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she could not speak English, and therefore she had difficulty expressing herself. She was not able to tell me where she was trying to go, which was Howard Beach and she started crying. I told her as best as I could that it would be alright, and not to cry. I took her to the platform and put her on the train to Federal Circle. I radioed my co-worker at Federal Circle and asked him to meet her at FCI and put her on the Howard Beach train. The traveler left happy saying "Thank you, Thank you".

Entry Num:

133

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because they could not tell the difference between the trains. I explained to them that the color coding of the PIDS will let them know which train is approaching. Red for Jamaica, green for Howard Beach, and orange for all the airline terminals. The traveler left happy saying "Thank you, now I understand".

Entry Num:

132

Company:

Bombardier

Employee:

Name:

Vladimir Myrthil

Comments:

A traveler was upset because her online printout was giving long directions and she was having trouble with her route. I used my patience by listening and escorting her to a map so we could plot a better route. The traveler left happy saying "Thank for your time and patience.

Entry Num:

131

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she needed to go to the Jamaica station, but was on the Howard Beach train line. I redirected the passenger to Federal Circle, lower level. I told her to look above the doors on the monitors. As the train arrives it will change colors. Jamaica's represented by red lettering, Howard Beach is green lettering. I also told her the color is important as well as, the lettering. The traveler left happy she was better informed on how the color coding makes a difference. She thanked me for the additional information.

Entry Num:

130

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because they had lost their bag at Jamaica. I was at Terminal 5 when the couple came up to me crying. I calm them both down and called the Operation center. The Operation center then contacted Jamaica station, and located the couple's bag. The traveler was happy that I was there to help. I then gave them a suggestion card so they could write something about me.

Entry Num:

129

Company:

Bombardier

Employee:

NSL

Name:

Eric Mickles

Comments:

A traveler was please because I was there to assist him at Terminal 4. He stated without me being there it would have been confusing for him to get to his destination. I listened carefully to the customer so I could direct him properly of where he needed to be. The traveler left happy saying "Thank you again for all your assistance".

Entry Num:

128

Company:

Bombardier

Employee:

Name:

Priscilla Everett

Comments:

A traveler was upset because his credit/ debit card would not work in the TVM for him to purchase a metro card. I asked him if I could assist and placed the card in the credit card slot he accepted. The traveler left happy saying "You have magic fingers, and thanks for your help".

Entry Num:

127

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she had lost her purse at Terminal 2 that contained her personal belongings. I heard of the incident on the radio and was the nearest in the vicinty, so I acted upon my duty to resolve the matter. Fortunatley I found the item and returned it. The traveler left happy saying "You saved my life Ulysses, I am grateful".

Entry Num:

126

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because there were extreme delays within the mainline. I was apologetic for the extreme delays and advised the passenger that as soon as I heard of any further updates regarding movements of any trains in the system, that she would be the first person I tell. The traveler left happy saying "Thank you for being so understanding".

Entry Num:

125

Company:

Bombardier

Employee:

O.D.

Name:

Samuel Andre

Comments:

A traveler was upset because the TVM took his money and he did not recieve the metrocard. I told him not to worry I would let him in. I also told him sorry for any inconvience he might of had. I told him to get off at Terminal 8 for American Airlines. The traveler left happy saying "Thank You".

Entry Num:

124

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because he was lost. I told the passenger to calm down, and tell me where you are going. I then gave him the proper directions so he could get to his destination. The traveler left happy saying "Thank You, Sir and have a good day".

Entry Num:

122

Company:

Bombardier

Employee:

S.F.

Name:

Priscilla Everett

Comments:

A traveler was upset because she wanted to go to the city and was not sure what type of transportation to use. I explained to her approxiamtely how much the ticket would cost and how long she will take to get there. I then explained to her how the subway works. I gave her a subway map and mark her transfer points. The traveler left happy saying "Thank You very much", because I saved her time and money. She also understood how the subway works.

Entry Num:

121

Company:

Bombardier

Employee:

NSL

Name:

Eric Mickles

Comments:

A traveler was upset because she couldn't get to Terminal 3 and there was a language barrier. Passenger spoke no English at all. She was worried that she might miss her flight. I took my time calmed her down and tried to understand what was her problem. She show me her ticket voucher. I told her she had a whole hour ahead of her, I escorted her to Terminal 3, and then handed her over to another agent to guide her to Delta. The traveler left happy saying "Thank You", she left with a smile on her face.

Entry Num:

120

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because she could not find parking area A & B. She walked over to me by the booth area and asked for help finding parking lot A & B. I became one with the passenger. I learned to become part of the solution and not part of the problem, so I put myself in her shoes'. The train was entering the station and I calmly said come with me take the train back to the next stop for parking lot A & B. The traveler left happy saying "I thought so", then she Thanked me. As she went off with a look of relief on her face.

Entry Num:

119

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was worry because he did not know how to get to LaGuardia Airport. Since he was traveling light I advise him to use the E train to Roosevelt Avenue, and then to take bus #33 to LaGuardia Airport. I told him not to worry your trip should take about an hour. The traveler left happy saying "Thank You for your help".

Entry Num:

118

Company:

Bombardier

Employee:

A.A

Name:

Samuel Andre

Comments:

A traveler was upset because he had only $4 dollars and he needed one more dollar to make five. His credit cards were not working in the machines and his flight was an hour and half away, and he was very afraid that he was going to miss it. I talked to him calmly and then dug into my pocket and gave him a dollar so that he would have enough money to enter the Airtrain. The traveler left happy saying "Thank You", he also draw a portrait of me to show his gratitude.

Entry Num:

117

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because he was lost and didn't know how to get in the city. I used my knowledge of the Air Train and directed him to the fastest and easiest way to get into the city which is L.I.R.R. The traveler left happy saying "Thank You so much you saved my day". He was very grateful.

Entry Num:

116

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because the TSA officer directed her the wrong way and she missed her flight by 10 minutes. I try to calm her down. I gave her some advice and suggestions that could help her out with her situation. The traveler left saying "Thank You". She was happy because I was helpful and gave her some good information.

Entry Num:

115

Company:

Bombardier

Employee:

NSL

Name:

Eric Mickles

Comments:

A traveler was upset because she put her money in one of the TVM machines at Jamaica station to refill her metrocard, not knowing the machine said "No Bills Accepted At This Time". The machine return her card but not her money leaving her very fustrated. I listen to the passenger and understood what she had to say. I explained the procedure and her options. She chose to refill her card again at another machine and would mail in the receipt to MTA for a refund. The traveler left saying "Thank You". She also thanked me for my help, and thanked God that I was around.

Entry Num:

114

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because they were on the wrong train. They wanted to go to Howard Beach but they were at Jamaica instead. They began complaining about how they were running late and they were going to miss the A train and that the trains were saying incorrect information. I replied by saying that I'm sorry they were on the wrong train and that I would show exactly where to go because I was on my way to Federal circle for work. I continued talking to them which their mood change and they didn't seemed to be bothered about being on the wrong trains anymore. I also waited with them until the Howard Beach train arrived. The traveler left happy saying " Thank You". They gave me their business cards for me to call them. They were glad that I was on the train.

Entry Num:

113

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because she exit at Jamaica station instead of Howard Beach station. I said to her not to worry I'll let you in and when you get to Howard Beach they will let you out, without you having to pay again. I then made a call to Howard Beach and spoke to an ATA and describe the traveler to them so that they would further help her when she go there. The traveler left happy saying "Thank You for your help".

Entry Num:

112

Company:

Bombardier

Employee:

Name:

Priscilla Everett

Comments:

A traveler was blind coming into the system going to the Jet Blue Terminal. I went over to him, found out some information and guided him onto the train. Once on the train I notified OPS to insure he had help once he reached his stop. The traveler left happy saying "Thank You its nice to have some help".

Entry Num:

111

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because he lost his wallet on the inner loop train. I helped him looked for his wallet, I checked all trains. We did not find his wallet. But I did explain to him the way our lost and found procedures work. I gave him contact numbers to the lost and found. The passenger left saying "Thank You".

Entry Num:

110

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because the PIDS were not displaying the correct information leaving the traveler not knowing which train to board. I called the OP center to get vehicle #'s to which lines and make announcement myself. The traveler left happy saying "Thank You". I wrote the information down so they could get where they needed.

Entry Num:

109

Company:

Bombardier

Employee:

NSL

Name:

Eric Mickles

Comments:

A traveler was upset because his flight was leaving within an hour and he had no way to pay for his AirTrain fare. He asked me how can I help him and if I could lend him the money. I used my communication and listening skills to help the passenger. I didn't break the rules however I was able to help the traveler the proper way so he could get to his flight. The traveler left happy saying "Thank You, Happy New Year". he really apreciated how I was able to help him out.

Entry Num:

108

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because he only had an address in Brooklyn and did not know how to get there. At this time I suggested he call the person in Brooklyn. I used my own cellular phone and was able to get the information that he needed to get there by subway. The traveler left happy saying "Thank You for your help".

Entry Num:

107

Company:

Bombardier

Employee:

Name:

Eddy Pierre

Comments:

A traveler was hungry because they had no food to eat due to their circumstances. I took a break and bought them breakfeast. The traveler left happy saying "Thank You very much may God bless you".

Entry Num:

106

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because his wife was trying to find a special instead of them paying $5.00 each way to and from their hotel at Federal Circle. He began to yell and curse and was very impatient. I walked away at first to let him vent. After a while I realized the wife still needed some assistance. So I walked over ignoring her husband, and I help her find a 10 trip card for $25 in very little time so that she was happy and her husband was in a hurry. The traveler left happy saying "Thank You" and apologizing for her husband. It so happen that the next day I was stationed at Howard Beach, I seen the couple again and they were smiling we then said hello to eachother.

Entry Num:

105

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she could not find long term parking lot A and she did not want to travel back to Lefferts Blvd alone on the train. I then show her where the parking lot was and then boarded the train with her. She stated that now she understands more about the trains and parking lots, she was very pleased with the service. Also that she was happy I was there to assist her.

Entry Num:

104

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she was going to United Airways but her taxi driver dropped her off at Federal Circle instead. She was completely lost and didn't know what to do, she was also scared that she would get hurt or something might happen to her. She was crying about the whole situation. I talked to her calming her down, assuring her that everything would be alright, and that it was completley safe to ride the AirTrain.I told her what stop to get off and gave her an AirTrain leaflet so she could count the stops to make sure she was at the correct stop. I told her the Airtrain announce each stopped. The traveler left happy saying "Thank You".

Entry Num:

103

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because he didn't know how to get to Howard Beach for the A train. I directed him as to which train he should board and 10 minutes later he ended up back in the same spot. I then boarded the train with the passenger and assisted him in purchasing his fare at Howard Beach and made sure he got on the correct subway. The traveler left happy saying "Thank You, Thank You, Thank You". The traveler only spoke French.

Entry Num:

102

Company:

Bombardier

Employee:

Name:

Eddy Pierre

Comments:

A traveler was upset because she could not believe that she lost her wallet with her money and credit cards in it. I called everyone for assistance. We had an excellent team working in the station to locate the lady's wallet. Eddy Pierre, ATAs and the OPS did a good deed for the lady. The traveler left happy saying "Thank all of you in helping me find my wallet".

Entry Num:

101

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A traveler was upset because the customer had dropped his glass bottle at the Jamaica station. He was really upset and embarrassed. He wanted to pick up the broken glass. I told the customer that it was okay. I told him that he wasn't the only one to ever break something, trying to make light of the situation. I also stood in front of the broken glass until a cleaner arrived so that no one would get hurt. The traveler left happy saying "Thank You". I believed he probably was still embarrassed, but was happy he would still make his flight. The cleaning of the glass wasn't a big deal. He also told me he was happy I was there he didn't want anyone to get hurt as well.

Entry Num:

100

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

Some travelers were upset because they were seperated from their children at Terminal 4 to Terminal 5/6. I had gotten off the train and some other passengers took the children off the train. I stayed with the children until their parents came to Terminal 5/6. They got off the very next train not over 2 minutes later. The travelers left happy saying "Thank You very much".

Entry Num:

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because he lost his wallet in the Airport and he did not have any money to get home. I said to him not to worry I would let him out. I advised him to see the supervisor or manager at the L.I.R.R. office, they might be able to help him. The traveler left happy saying "Thank You for your help".

Entry Num:

Company:

Bombardier

Employee:

Name:

Eddy Pierre

Comments:

A traveler needed help because he could not get through the fare gates. He asked, if he was retarded. He stated that he knows how to read but something he was doing must be wrong or the card was damaged. I show him how to dip his card the correct way into the machine. The traveler left happy saying "Thank You so much. It was not hard at all, I was just a little bit confused. You would not believe I am a educated old man". Then he smiled. "Have a nice day and Happy Holidays".

Entry Num:

Company:

Bombardier

Employee:

Name:

Vladimir Myrthil

Comments:

A traveler was grateful of the help that he recieved. He was confused on how to insert the metrocard into our machine. I assisted him in getting passed the fare gates after helping him purchase his tickets. The traveler left happy saying " Thank You, how so simple yet so hard". He left with a smile.

Entry Num:

Company:

Bombardier

Employee:

Name:

Priscilla Everett

Comments:

A traveler was sad because they lost a bag which contained their wallet, passports, money, they were not sure where exactly did they leave their bag. I had OPS call the agents at Terminal 7 and Howard Beach to ask them if they could check the terminal and platform for the lady's black bag. Thank God Kareem had it on his platform. There was a control net so we were unable to communicate with eachother. We had to go through OPS. The traveler left happy saying " Thank You very much as well as Kareem. If it wasn't for your excellent teamwork we would have had a miserable trip since everything that we need for our vacation was in that bag.

Entry Num:

Company:

Bombardier

Employee:

Artley Carter

Name:

P.A. Thompson

Comments:

A traveler was crying and upset because she wanted to get to Terminal 8 to catch a flight. I told her I would help her, she did not know where to go or what to do. I explained that she can take any train from Terminal 4 to Terminal 8 (American Airines). She was still upset, I said come with me I will take you there. When she arrived at Terminal 8 she thanked me for helping her, she stoped crying and went to the counter to check in. She left happy saying "Thank You So Much"!

Entry Num:

Company:

Bombardier

Employee:

NSL

Name:

Eddy Pierre

Comments:

A traveler was upset because I had told him he had to pay his fare before he could exit out of the system. I listened to the customer carefully prior to making my decision. I explained to the customer the protocal and gave him his options. The traveler left, he understood where I was coming from and was able to find a way to pay his fare and Thank me.

Entry Num:

Company:

Bombardier

Employee:

Name:

Priscilla Everett

Comments:

A traveler was upset because they never been to NYC and wanted to know places to go, and how to get to their hotel, what type of card is best for them to purchase etc, etc. I was polite and very helpful. I gave them extra information how to get around NYC and nice places to visit. I also showed them how to save money. I then gave them my book of tourist things to do. The traveler left happy saying "Can you please come with us and be our tour guide around NYC for the week".

Entry Num:

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A customer was upset because the CSR misunderstood passenger and got passenger a "Airtrain" 10-trip instead of an unlimited 7-day subway card. Passenger was upset and using derogatory comments toward the CSR. I step in and asked passenger to expalin to me what happen. I then asked the passenger to calm down, and out of the corner of my eye I spotted a passenger about to purchase a "10-trip" from the TVM. I asked the passenger would she mind purchasing a "10-trip" from the irate passenger. The passenger obliged and the passenger and the CSR were very grateful. The customer left happy saying "Thank You, and she didn't know what she was going to do being that she didn't have her credit cards on her".

Entry Num:

Company:

Bombardier

Employee:

Name:

Artley Carter

Comments:

A customer was upset because he was lost and riding around the AirTrain confused. I saw him while doing train checks and asked him if he needed any assistance. After explaining in details where he needed to go and helping him he was so grateful. The customer left happy saying " Thank You" he was so grateful that I boarded the train so he could ask somebody who spoke Spanish, customer could not speak English.

Entry Num:

Company:

Bombardier

Employee:

Name:

Priscilla Everett

Comments:

A employee was upset because a passenger approached her and invaded her space talking extremely loud and nasty. This was witnessed by the Port Authority. No police was present in the station when this occured. It happen on the morning shift on 12/14/08. The employee asked the customer (male) to please step back and give her some space. Port Authority, was scared the employee might get hit and was hoping that did not happen. The employee did not yell or get nasty (was upset) but she kept her cool. The employee left unhappy saying "Have a good day".

Entry Num:

Company:

Bombardier

Employee:

Name:

Priscilla Everett

Comments:

A traveler was thankful because I assisted them to buy their Long Island Railroad tickets. The couple left one ticket in the machine not realizing it. When I was given the ticket by another honest passenger, I rushed to the LIRR platform to give it to them. The travelers left happy saying " You are a sweetheart and angel sent".

Entry Num:

Company:

Bombardier

Employee:

NSL

Name:

Eddy Pierre

Comments:

A traveler was upset because he accidently requested a $50 metrocard and found out there is no way to get a refund at the booth. I used my problem solving skills to help the passenger understand the proper procedure that was to be followed. The traveler left happy saying "Thank You, I understand if one of my friends wants to buy the card off me then that'll be great if not I will mail it in".

Entry Num:

Company:

Bombardier

Employee:

Priscilla Everett

Name:

Comments:

A traveler was lost, she just arrived to NYC and needed help on how to get to NY Hospital Center in Queens. I called the OPS center and got assistance from an operator, she was able to give me the telephone number to the hospital. Unfortunately nobody answered the phone number that was given. Afterwards, I did some research and was able to tell her how to reach her destination by public transportation. The traveler left Thanking myself and the OPS operator for taking the time to assist her. She said " Iam glad to see that there are still some nice people living in NYC".

Entry Num:

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A traveler was upset because he was drunk and did not speak English. He also did not know how to get to Delta. Because I do speak a little Spanish, I asked him where was he going and I explained to him how to get there. I made sure he got on the right train from 4T. The traveler left happy saying "Thank You for your help".

Entry Num:

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because he couldn't get through the faregates and the rest of his party went throught without a problem. He was upset because they all bought their cards together and for the same value and his card would not let him get through. I ask the traveler if his card had any funds on it, and if his card was a monthly or a weekly. I then check the balance on the card, he then realize that he had switch the cards up and found the right card. The traveler left happy saying "Thank You very much".

Entry Num:

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was upset because he did not have American currency and he didn't want to use his credit card. I advised him to go back to Terminal 1 where he could exchange euros for dollars. I told him not to worry he should be at Terminal 1 within the next 10 minutes. The traveler left happy saying "Thank You for your help".

Entry Num:

Company:

Bombardier

Employee:

NSL

Name:

Eddy Pierre

Comments:

A traveler was upset because he couldn't get any change to exit the station, and didn't want to charge his credit card. I used my problem solving skills to assist him in getting a ticket. I approached another customer to ask if he was able to make change for this passenger. He was able to get his metrocard after all. The traveler left saying "Thank You". He was still bit upset with the fact that agents are not able to assist in making change for customers in need.

Entry Num:

Company:

Bombardier

Employee:

Name:

Samuel Andre

Comments:

A customer was confused because, he did not know where to go to reach his destination. He also did not speak english. I showed him on the map how to set his destination, and explained several times which type of card would benefit him more throughout the duration of his trip in NYC. The customer left happy saying "Thank You, Thank You, Thank You".

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because they needed to get to La Guardia Airport by taxi. I advised them to go back to the airport and get off at Terminal 1. I told them don't worry your trip should take about 30 minutes. I advised them on how to get to La Guardia Airport safe and sound and the quickest way possibe. The traveler left happy saying "Thank You so much for your help".

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was confused because they did not know how to work the TVM's plus they did not know how to get to their destination. I helped them purchase their cards and then showed them on the map how to get to their destination. I also wrote it down on paper. The traveler left happy saying "What would we have done if you were not here. Can you come with us and be our tour guide".

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she could not take her belongings on the Airtrain (8 big boxes stacked up high on her own personal cart). I told her she would be able to take her boxes as long as she could seperate them onto two seperate smart carts. I explained that 8 big boxes stacked that high was a safety concern for both her and other passengers. The traveler left happy saying "I completely understand. I don't want to hurt anyone. Thank You very much".

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was scared because the parking lot was empty and it was late at night. She didn't want to walk to her car by herself. She asked if we could assist her. I walked her to her car and helped with her luggage. The traveler left happy saying "Thank You so much I just had surgery".

Entry Num:

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was homeless and needed help. His parents kicked him out of the house, and he had been living on the streets for about 1 1/2 weeks. Once he ask for assistance. I made serveral calls trying to find him shelter. I also bought him something to eat and drink before help came to take him to the Convenent House in Manhattan. The traveler left happy saying "Thank You for your time and helping me find shelter". He also Thank me for feeding him.

Entry Num:

Company:

Bombardier

Employee:

Name:

Erice Mickles

Comments:

A traveler was upset because he lost his important documents. He serves in the US Navy and lost his passport, orders to go oversea, social security, and important private documents. I assisted him in looking for his documents at several stations. I looked on every train in the station and I called several places trying to locate the items lost. The items ended being at Terminal 4 in the lost and found. The traveler left happy saying "Thank You". He returned prior to leaving on his flight to give me a hug and to Thank me for taking the time to help him look for his paper work. Also with helping fill out the police report.

Entry Num:

Company:

Bombardier

Employee:

Name:

Eric Mickles

Comments:

A traveler was hungry, they did not have any food or money to buy food. I gave them my Thanks Giving dinner meal I bought from home, I warmed up the food for them, then bought them something to drink. The customer left happy saying "Thank You and may God bless you. You have been a blessing sent to us. If only you knew how hungry we were".

Entry Num:

Company:

Bombardier

Employee:

Name:

Priscilla Everett

Comments:

A customer was upset because he could not buy a Airtrain metrocard for himself of his wife with a $20.00 bill. I told him we were not allow to handle money. Everything is automatic. This is so we can be safe at the same time. The customer left happy saying "That is good one on one customer service but we still need to get some change. Maybe you should have a machine that give change" He left laughing saying one day there will be a machine for everything.

Entry Num:

Company:

Bombardier

Employee:

Name:

Eddy Pierre

Comments:

A traveler was upset because he lost his phone. My co-worker found a cell phone and tagged it. I asked the passenger to describe the phone, which he did it was his cell phone. I then gave the phone back to him. The traveler left happy saying " Thank You all of my numbers are in that phone".

Entry Num:

Company:

Bombardier

Employee:

Name:

Eddy Pierre

Comments:

Entry Num:

Company:

Bombardier

Employee:

Name:

Eddy Pierre

Comments:

A traveler was upset because she lost her black leather glove. I went over to every lady passenger asking them, if they lost their golve, finding the woman who lost it. The traveler left happy saying "Thank You so much I was looking for my glove".

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because they rode around the entire system for one hour looking for long term parking at Lefferts Blvd. The passenger said they rode so many times, she could tell me every stop the train makes. I became one with the passenger. I put myself in her shoes. First I explained our system to them. After I was sure they understood the system I made small talk with them. I learned that they were from New Jersey. We had a little conversation about New Jersey, I was trying to lighten the mood. The traveler left saying "Thank You for making my hubsand smile tonight. It was the first time tonight because he was very upset".

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she was riding around the system for one hour trying to get to Jamaica station, and kept winding up at Howard Beach. She said the signs are aweful and people were putting her on all the wrong trains. We were finishing the end of reduction at that time, and the next in service train was 15 minutes away. She was so upset she was ready to take a taxi or the subway because she was tired of being sent to the wrong place. I became one with the passenger put myself in her shoes and walked up to her and in a low tone calmly apologized for the inconvience. Then I asked her to give me a chance to help her. First I explained the system to her and then I stood right next to her as I called the ATA at Federal Circle. I requested they meet her and another lost passenger at the platform and place them on the correct train. The traveler left happy saying "Thank You, I was very upset but you have been very helpful. All I want to do is get home. When I see the Jamaica station I will be very happy because, I know I will be home soon".

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because he walked from Philadelphia across the Walt Whitman Bridge to New Jersey and to Jamaica. He could not read so he asked for my help in purchasing a metro card. I became one with the passenger, I put myself in his shoes and I walked over, made the selections he needed while explaining step by step what I was doing. The traveler left saying "Thank You I could have never done it without you".

Entry Num:

Company:

Bombardier

Employee:

Name:

Eddy Pierre

Comments:

A traveler was upset because his wife lost an earring he just gave her for their wedding. I told the traveler that I would help them look for the earring at the Jamaica station, and have my co-workers check their areas. We found the earring on the fifth train. The traveler left happy saying "let us take you out for dinner". I said no Thank You then he wanted to give me money, again I said no Thank You. I told him if he wants to do something for me send in this postcard.

Entry Num:

Company:

Bombardier

Employee:

NSL

Name:

Eddy Pierre

Comments:

A traveler was upset because she thought she had a 10 dollar trip card, but the card was a pay per ride that had a zero balance. I explained to her because the system is looking at the card as a regular card, I would not be able to grant her any courtesy. I used my personal skills to show her while I understood her intention I also had guidelines to follow. I then challenge her by offering to assist her in purchasing the right card. The traveler left saying " Thank You for your help, I really don't know what happen but Thanks for your great assistance".

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she was standing outside of terminal 4, for almost an hour. She was waiting for a hotel shuttle. When she needed to go to Federal Circle for a rental car, and then go to a hotel. I told the traveler where to wait for a train to Federal Circle. Then she would be able to get the rental car she wanted and then go on to her hotel, and it would not take up much more of her time. The traveler left happy, saying " Thank You for explaining it to me, and she was sorry she was rude to me".

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because she tried to make a 5 dollar purchase with a 20 dollar bill. The machine took her 20 dollar bill and did not give her a card or a receipt. I put myself in the traveler's shoes . I went over to the passenger and expressed how sorry I was for the enconvience. I also took a metrocard envelope over to her and filled out any vital information needed off the machine. Then I showed her where to put her info. Upon completion of my information, I permitted her to the next exit. The traveler left saying " Thank You, I don't know what I would have done if you weren't here. I would have lost my $20 dollars".

Entry Num:

Company:

Bombardier

Employee:

Name:

Eddy Pierre

Comments:

A traveler was upset because he and his party arrived at (FC) lost. They spoke Portuguese. He showed me his itenary, which showed he was to be picked up at Terminal 3, by the limousine service. I looked over his itenary, called the limousine service and advised them of the situation. They found the traveler's name, noting that he spoke Portuguese and gave him the help he needed. The traveler left saying "Thank You, Thank You" and smiling.

Entry Num:

Company:

Bombardier

Employee:

NSL

Name:

Eddy Pierre

Comments:

A customer was upset because I had given them the wrong information on a refund. I recognize my mistake and apologize to the customer. I then explain to her the procedure and assisted her more efficiently with what she needed. The customer did not leave happy. However, understood a human error had occurred on my part, and was willing to follow the protocol to get a refund.

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because he left his daughter behind at another station ( Lefferts Blvd.)and was unable to find his way back to her. I seen the traveler crying and approached him and ask what was the problem and if I could help. The customer informed me about the situation, I then called the OPS center and told them to keep his daughter on surveillance. The traveler and I then boarded the next train back to Lefferts Blvd, so he could reunite with his daughter. Then I directed them both to Terminal 4 so they could board their flight. The customer left saying "Thank You and Bless My Heart".

Entry Num:

Company:

Bombardier

Employee:

NSL

Name:

E. Pierre

Comments:

A traveler was upset because he got off the train at Howard Beach, and was confused. He wanted to go home to his family. I assisted him in getting the appropriate help he needed. I took him to Delta Airline as advised by the OPS center. From there PAPD assisted him with further information. The traveler left saying " Thank You, God Bless You".

Entry Num:

Company:

Bombardier

Employee:

Name:

Gregg Wade

Comments:

A traveler was upset because they could not get their metrocard to go into the machine. I went over and showed him how to insert his card. The traveler left saying Thank You, and that if I wasn't there they probably could have been there all night.

Entry Num:

Company:

Bombardier

Employee:

Name:

Greg Wade

Comments:

A traveler was upset because the luggage she had to carry with her was broken (wheel fell off). Meanwhile she had a connecting flight with US Airways. I showed her how to use the Air Train to Terminal F (US Airways), and I found a smartcart for her luggage. She was so happy with the help I gave her she offered me a tip, but I refuse the tip and she gave me a million thanks.

Entry Num:

Company:

Bombardier

Employee:

Name:

Eddy Pierre

Comments:

A traveler was upset because there is no senior rate at Air Train. I gave her a concern / suggestion form and told her to bring it to management attention, and they could help. She left happy saying maybe her voice would be heard, and Thank me for the postcard.

Entry Num:

Company:

Bombardier

Employee:

Name:

E. Pierre

Comments:

A traveler was upset because his wife lost her earring which he had given her as a wedding gift. I called it over the radio for AirTrain agents to check the trains. We checked every Jamaica train and found it. The traveler left happing, saying, "Thank you. We want to take you out for dinner! We want to give you something!" I said, here is a comment card you can send in. The joy on your face is thanks enough for me.

Entry Num:

Company:

Bombardier

Employee:

Name:

V. Myrthil

Comments:

A traveler was upset because she was unable to carry 2 suitcases, a coat and a handbag. She asked me to help her get to T1. She spoke very little english. I helped her with the 2 suitcases and her coat. She was elderly. I took her on the AirTrain to T1, into the terminal and got her on line for her flight to Russia. I left the traveler happy and she was saying, "Thank you so much." She was happy when she got to the check-in counter. "Thank you for your help" she said. Thank you. Thank you.

Entry Num:

Company:

Bombardier

Employee:

Name:

G. Wade

Comments:

A traveler was upset because his flight came in late and he missed his connecting flight. I told the traveler that Terminal 4 was opened 24 hours a day and he would be able to get something to eat and drink there while waiting for the next flight. the traveler left happy, saying "You gave me a lot of information that I eeded."

Entry Num:

Company:

Bombardier

Employee:

Name:

G. Wade

Comments:

A customer was upset because AirTrain had a diversion without informing the passengers through the PA system. The Jamaica train did not come to FC outbound, but went to FC inbound. I went and calmed him down by telling him that the PA system was not working, but I would take him personally to Jamaica to keep him company. The customer left happy, saying "thank you for staying with me and helping me around"

Entry Num:

Company:

Bombardier

Employee:

Name:

G. Wadw

Comments:

On the night of the shutdown, the shuttle buses from Howard Beach to Federal Circle was not running regularly. Customers had to wait almost 2 hours after buying a $5.00 MetroCard for the shuttle bus to come and get them. They were upset that Customer Service could not help them. I apologized to them and helped them with any questions that they had about the city. I also asked them if they would like to write PA about the problem to help solve it in the future. The customers left saying, "No, thank you. But they were OK about the help the ATA's gave them the next morning and listening to the problems they had the night before.

Entry Num:

Company:

Bombardier

Employee:

Name:

G. Wade

Comments:

A visually impaired customer was very confused. It was his first time in New York. I walked him downstairs to the E train, bought his MetroCard for him and asked the MTA clerk if I could walk him to the train. The MTA police officer let us through the gates for free so the man was able to keep his MetroCard for next time. When the train came, I put him on it and found a kind passenger to help him get to his final destination. The customer left happy, saying "wow - there is still kind people left in this world".

Entry Num:

Company:

Bombardier

Employee:

Name:

G. Wade

Comments:

An elderly couple was confused and needed help getting to the Brooklyn Harbor by public transportation. With the help of my co-workers, we went looking through personal documents and asking MTA for their notes in order to give the couple the correct information. This was done by myself and 2 other agents. It took team work to get this job done. All 3 of us went above and beyond what was needed. The customers left happy, saying "Thank you very much. They did not know what they would have done if it was not for the teamwork of our agents."

Entry Num:

Company:

Bombardier

Employee:

Name:

V. Murthil

Comments:

A customer was upset because he took the wrong train from Terminal 8. He got on the Howard Beach train instead of the Jamaica train. When he arrived at Howard Beach, he was very up0set. I said "Sir. Let me help you get on the right train". I explained that each terminal has a montor which, when the trains arrives, it changes to "Howard Beach" or "Jamaica". the innerloop reads "Airline terminal only". After I explained and showed him what to do he then told me how easy it was when you know what to do. The customer left happy, saying, "thank you, when the train arrives for Jamaica, the monitor above the door changes red, when the Howard Beach train arrives, it changes to green. He then said, "Now I understand how the system works. Thank you."

Entry Num:

Company:

Bombardier

Employee:

Name:

E. Pierre

Comments:

A customer was upset because he did not know how to insert the MetroCard even after reading the display. I smiled and said let me help you. I showed him how to use the MetroCard. I showed him how to read it and how to read the display. The customer left happy, saying "My bad. All I had to do was read. We both laughed and I said have a good day." This happens to 1 out of every 5 passengers.

Entry Num:

Company:

Bombardier

Employee:

Name:

V. Myrthil

Comments:

A traveler was upset becasue of her fear of elevators. I observed an elderly passenger trying to get on an escalator with 2 suitcases, a hand bag and a coat. My co-worker and I asked if she needed asssitance. She said "yes". Knowing that the escalators are steep at a certain point. My co-worker and I assisted the passenger. I took her luggage and coat. My co-worker held her by the hand and helped her down the escalator. I was behind with her 2 suitcases. The passenger left happy, saying "Thank you so much. I did not know if I could have made it down the escalator if it was not for both of you, kind agents to assist me. Thank you so much!"

Entry Num:

Company:

Bombardier

Employee:

Name:

V. Myrthil

Comments:

A customer was upset becasue he was unable to understand the map at the information booth. I then asked "Sir, May I help you?" He said, "Can you explain this map to me?" I told him the green line is for Howard Beach and the blue line is for Jamaica. The black is the inner loop. He then understook and thanked me. I explained, stayed with the customer, showed him how the map worked. He was then able to figure out where he ws and how to get to his destination, Jamaica. The customer left happy, saying "Thank you. Now I understand how the map in information above the doors work. Jamaica train in red and Howard Beach in green when train aproaches.

Entry Num:

Company:

Bombardier

Employee:

Name:

E. Pierre

Comments:

An older gentleman was arriving at JFK. He had a "Seeing Impaired" ID around his neck. He encountered one of the AirTrain agents in the CTA. The agent radioed ahead to HB to advise them that this passenger would need help getting to the MTA side. Upon reaching HB, agent radioed me at Federal Circle saying the passenger needed a Jamaica train, not HB. I met the passenger at Federal Circle and he told me he needed the "A" train. At that time, his cell phone rang and he asked me to speak with his brother. I did. The brother asked me where I was and I told him we were at Federal Circle Car Rental. His brother said he was on his way. I continued assisting other passengers. When his brother called, I accompanied him downstairs to meet his brother. He was so happy, he kissed me. The passenger left happy, saying "God Bless You". I was happy too. I thought about my dad. I would want someone to do the same thing for him.

Entry Num:

Company:

Bombardier

Employee:

Name:

E. Pierre

Comments:

A customer was upset because she dropped her Drivers Identification Card onto the track. I and another ATU was in the middle of reduction. Ops was notified of situation. Ops advised customer to go ahead to her departure terminal. When reduction was completed, I asked Ops if we had an open window to retrieve the ID. I got clearance to access the track. I retrieved the ID and made my way to the customer's departure terminal and was sent to security at the terminal. One of the TSA employees at the checkpoint remembered her. He took the ID and hurried to give the customer her ID. He got to her minutes before the flight departed. I am sure the customer was very happy even though I did not get to speak with her.

Entry Num:

Company:

Bombardier

Employee:

Name:

E. Pierre

Comments:

A passenger was upset because he could not figure out how to get to his destination because the signage was confusing to him. I responded to him by stating we are working on improving the signage. He left happy,. saying, thank goodness you are here to help.

Entry Num:

Company:

Bombardier

Employee:

Name:

V. Myrthil

Comments:

A traveler was upset because he lost his bacpack and did not speak english very well. He spoke chinese and russian. I found his backpack on the AirTrain and reported it to the Operation center. They called me a few minutes later letting me know that the passenger would come to identify his bag. He came and identified that the bag was his. He also needed to go to Avenue U on the F train. I gave him my subway map and marked where he should go and what his transfer points would be. My lead tech also lent him his cell phone to contact a friend who told him exactly where to get off. The traveler left happy, saying thank you very, very much. He hugged me and I was very happy and pleased that we were able to help him even though he could not speak english.

Entry Num:

Company:

Bombardier

Employee:

Name:

P. Everett

Comments:

A passenger was upset because Track 2 trains were shuttling from terminal 4 to terminal 8. The signage at Terminal 4 track 2 was incorrect. The passenger was unable to determine how to travel to terminal 1. I explained to the passenger that service was limited on Track 2. I then said I regret the confusion caused by the signage. The passenger left saying "Thank you for your assistance" SHe also said it wasn't my fault the signage was poorly done.

Entry Num:

Company:

Bombardier

Employee:

Name:

V. Myrthil

Comments:

A customer was upset because she lost a wallet on the AirTrain. I checked with my manager and was told to look in the Lost & Found cage. Wallet was in cage. Manager then came and spoke with customer and returned her wallet to her. The customer left happy saying "Thank you so much for helping me. Job well done."

Entry Num:

Company:

Bombardier

Employee:

Name:

William Bruce

Comments:

A traveler was confused, didn't quite understand where they should be going, which train is on which track. They had been on the wrong train. I asked the customer to follow me and I took them to where they should be, while all the time talking with them and giving them relevant information. The customer left happy, saying "Thank you very much madam, I do appreciate your help".

Entry Num:

Company:

Bombardier

Employee:

Name:

Vladimir Myrthil

Comments:

A traveler was upset becasue he lost his suitcase aboard a train. I tried to calm the passenger by sypathizing with him. I told him of many incidents where other passengers have had the same thing happen to them. I got the time and place of where he thought he might have lost the suitcase. I timed the trains and called another employee to put the word out. Sure enough, the train I predicted it was on had the suitcase on it. The traveler left happy, saying "I never believed that I would get my suitcase back" and that he was very gateful and he hoped that all the people in the world was a little more kind and helpful.

Entry Num:

Company:

Bombardier

Employee:

Name:

William Bruce

Comments:

A customer was upset because they were confused as to why there were conflicting signs leading towards the AirTrain. I asked the passenger to remain calm and explained that both paths lead to the AirTrain. One utilizes the escalator, the other, the elevator. The customer left happy, sayting "Thank you for your assistance".

Entry Num:

Company:

Bombardier

Employee:

Name:

William Bruce

Comments:

A customer was upset because they did not know how to use the machine for the AirTrain or when to get off the train for their Airline Terminal. When I find a customer with a problem, I try to the best of my ability to get them to their destination, even if I have to take them all the way. I always help the customer all the way to the "E" train when I am on my way home.

Entry Num:

Company:

Bombardier

Employee:

Name:

William Bruce

Comments:

A traveler was upset because he boarded the outer loop train and ended up in Jamaica. Meanwhile, he wanted to go to Terminal 1. I told him to remain on the traibn and it would take him to Terminal 1. The traveler smiled, thanked me and remained on board.

Entry Num:

Company:

Bombardier

Employee:

Name:

William Bruce

Comments:

A customer was upset because they lost their bags and missed their flight. I told them it would be okay. I contacted ATA and told them that a passenger had lost their luggage. They reported it to operations and the luggage was recovered. I also directed them to the airline terminal, where they caught a later flight. The customer left happy, saying "I'm glad I had helped with their problem in a quick manner.

Entry Num:

Company:

Bombardier

Employee:

Name:

William Bruce

Comments:

A traveler was upset because they couldn't understand the travel directions. I suggested to the traveler that everything would work its way out and not to be so upset. I directed traveler to destination requested. The traveler left happy, saying "Thank you very much".

Entry Num:

Company:

5starParking

Employee:

Bertha J

Name:

Coordinator

Comments:

A customer opened an EZ pass account. By mistake his account was charged the next day, instead of 48 hour later. He came back to my window very upset because this created a problem for him. I listened to his complaint. He was really angry. I explained to him what happened, that it was a mistake in the system and I got him set up for a refund for the first day. This made him happy. When he got his refund he even came back to the window and brought me chocolates.

Entry Num:

Company:

5starParking

Employee:

Julia R

Name:

Coordinator

Comments:

A man was upset because his flight was cancelled and still he needed to pay for his parking when he had not had a chance to fly out. I told him that this happens but God knows why he does what he does the things he does. I told them man not to worry that tomorrow was going to be another day. He paid his fee and said thank you you're probably right but still it's no fun.

Entry Num:

Company:

5starParking

Employee:

Kavindra T.

Name:

Coordinator

Comments:

A patron's flight was cancelled, and he lost his parking ticket, which he told me when he pulled up to my booth. We tried to fill our a lost claim form, bur he had no registration or insurance. I adapted to the situation and kept him calm. I explained to him the rules we needed to follow when someone loses their ticket. I gave explained that I needed to call the police to check his ID. I told him not to panic, that the police just needed to check. He thanked me for all my help.

Entry Num:

Company:

5StarParking

Employee:

Name:

Coordinator

Comments:

A lady called the office and said she was charged twice on her credit card. I told her I would help her and I needed her to fax me or email me her credit card statement. And I asked her to make sure to write down her phone number so I could call her after I did the research. I did the research with her license plate number and found it was true that she was charged twice. I handed the information to the Customer Service to get a refund going for the customer. Then I called her and told she was right and I apologized for the incident and said she would receive a refund check in 5 business days. The customer told me thank you so much and I said thank you for using JFK.

Entry Num:

Company:

5starParking

Employee:

E.M.

Name:

Coordinator

Comments:

A man could not find his car when he got back to the airport after a trip. He asked me if I would help him find it. We searched but upon investigation I found that his car had been towed because he had parked in a handicap space. I used Optimism from my Personal Resiliency Profile by assuring the man not to worry while we searched, I was sure he car was not stolen, which was his worry. I kept the customer calm while I used Pro Action to investigate and find that his car had been towed for being parked in the wrong place. I worked with him and assisted him and he didn't like having to pay a towing fee, but he was happy with me for helping him and for getting his car back and he thanked me.

Entry Num:

Company:

5StarParking

Employee:

Name:

Coordinator

Comments:

A patron missed his flight back to JFK and was placed on a flight that made him arrive 6 hours late. On reaching the long term lot he had left his wallet at home in New Jersey. He now had no money to pay for his parking. I was proactive and called control and asked for permission for a Balance Due. My request was approved by the "74." The patron said thank you so much, sir, may the lord bless you and keep you.

Entry Num:

Company:

5StarParking

Employee:

Name:

Coordinator

Comments:

A man couldn't find his parking ticket. He was cursing and looking for the ticket. He asked "how much do I have to pay?" I told him $30 and he became very upset. I stayed calm and I gave him the possibility where his ticket might be. Like in the glove compartment. I let him back out of the lane and go to the side of the lot where he could get out of his car and do a search. Soon he came back into my lane and he thanked me because he found the ticket and did not have to pay a lost ticket fee and I said your welcome.

Entry Num:

Company:

5StarParking

Employee:

Name:

Coordinator

Comments:

A woman was stuck in the long term lot and her car would not go into gear. She stayed in her car while waiting for AAA and I kept my eye on her. The tow truck did not come for two hours but she thanked me for hanging in with her and even wrote a letter to the company and thanked me for keeping her safe.

Entry Num:

Company:

5StarParking

Employee:

A.M.

Name:

Coordinator

Comments:

The patron lost his parking ticket and not wanting to pay the lost ticket claim became very rude. I explained to him calmly that that was the procedure and explained in great detail how the whole system worked and he finally saw the reason and he even thanked me for taking all the time to explain the system to him and he paid and said now he knew he needed to make sure in the future to keep the ticket in a safe place.

Entry Num:

Company:

Swissport

Employee:

B.N.

Name:

Coordinator

Comments:

One night a pax arrived and he had a meeting the next day with the Chairman of JP Morgan. I know this because he approached me very upset to tell me that the one back he had checked had his suit in it and everything he needed for his meeting in the morning and the bag had not arrived. I calmed him down and became pro active. I found out where his bag was and found that it would be arriving by 7am in the morning. Since I was going to be at the airport still I assured him that I would get the bag and have it sent by express service to his hotel and be there by 9am. That's what I did, and he got his bag in time for his meeting the next day with the Chairman. He wrote a letter to the president of Swissport about me and mentioned my name.

Entry Num:

Company:

Swissport

Employee:

S. G.

Name:

Coordinator

Comments:

A first time visit to the US got delayed in the Immigration hall and missed his connection flight. He approached me and I engaged him. I listened to his problem and stayed calm while he was upset. I used good body language and tone of voice to keep him calm. Then I was proactive and researched what options we could come up with. I found him a flight to Atlanta, his destination in the US, but it wasn't going to leave until the next day. And so I researched some more and I found him a hotel which the airline was able to cover. Then I let him use my personal cell phone to call his family in Atlanta to let them know all about this. He was happy, and even his family in Atlanta called me the next day to thank me.

Entry Num:

Company:

Swissport

Employee:

A.K.

Name:

Coordinator

Comments:

A pax's reservation was cancelled because his travel agent did not have his passport number. When he got to the airport we had to tell him this news and he became very upset. He wanted to fly on the flight, but when we checked it was going to be a lot more expensive to make a reservation so close to departure. Again he became upset. I acted with pro action and I researched his original reservation and I found that in fact it was the travel agent's fault. I called the travel agent and together we were able to get the pax booked on the flight without a penalty. He was very happy.

Entry Num:

Company:

Swissport

Employee:

M.L.

Name:

Coordinator

Comments:

A man had a confirmed aisle seat, 23H, but at the airport the computer had him in 37H. This was an aisle seat too, but it was further back and he did not want that. He got very upset and said he wanted his original seat. But it was not available. I stayed calm and remained optimistic. I told him that I would work on it and he liked that. I got him 28H, an aisle seat closer to his original. It wasn't as far up as his original but it was closer to the front that 37H and this alternative satisfied him. He thanked me.

Entry Num:

Company:

Swissport

Employee:

S. L

Name:

Coordinator

Comments:

A flight had a problem and was delayed. The passengers were all very upset. I was proactive and stepped in to engage the pax. I explained the situation to them, that the plane had a mechanical and that we didn't want anyone to be unsafe, so the flight needed to be delayed. They appreciated someone talking to them and explaining the situation. This calmed them down. They said thank you.

Entry Num:

Company:

Swissport

Employee:

J. P

Name:

Coordinator

Comments:

A passenger was sent by a check in agent to repack his bag since the bag was over the weight limit. The agent who reported to me thought that if you moved items from one bag to another that could bring the heavy bag down and he would not be over the weight limit. Instead the man thought the agent didn't like him and so I was called in. I stayed optimistic and calm and let the pax "vent." That's what he wanted to do. They we repacked his bag and he was able to get within the weight limit. He left said thank you and also apologized to the agent.

Entry Num:

Company:

Swissport

Employee:

R.M.

Name:

Coordinator

Comments:

A couple was denied access to the Lounge by one of our agents who reported to me. The agent was not wrong in doing so since the man did not have a valid card for the Lounge and the agent by rule is not allowed to let him in. I was pro active and took the problem away from the agent then was pro active again and personally called up the man's credit card company to see if there was any way we could get him validated to use the Lounge. It took some time, but I was able to find a way and the man was so pleased because he had important business to attend to and he was able to do that in the Lounge.

Entry Num:

Company:

Swissport

Employee:

S. P.

Name:

Coordinator

Comments:

A man and woman checked in online but when they came to the airport there was a glitch and they had to wait on line like just like everyone else. They were very upset and they complained about having to wait on line but I stayed calm. I made eye contact and made the man feel very at ease and that calmed him. Then I was pro active and checked him in personally. He left with a smile.

Entry Num:

Company:

Swissport

Employee:

A.C.

Name:

Coordinator

Comments:

A passenger came late and could not get on because the flight was closed. He was very upset. I stayed calm and worked to find another flight to his destination. It left from a different airport, but I made the arrangements and he left very happy.

Entry Num:

Company:

Swissport

Employee:

A.P.

Name:

Coordinator

Comments:

A woman was going from JFK to Dehli with a connection in Zurich. We had an overbooked situation in Business Class and she did not have a seat that would make her comfortable. I "brainstormed" with her on options and found flight in First Class that would connect through Geneva. It might seem like a little thing to do, but she was so happy, especially since she lost hardly any time.

Entry Num:

Company:

Swissport

Employee:

C.H

Name:

Coordinator

Comments:

A man and his wife were not seated together on a full flight. The couple demanded that they get seated together immediately. I had explained the situation that the flight was full but followed by explaining that I would try to change their seats by asking other passengers if they would change their seats. I was proactive and found someone to do the switch and the couple was very happy and said thank you.

Entry Num:

Company:

Swissport

Employee:

G.F

Name:

Coordinator

Comments:

A couple's bags were missing since they didn't make the flight. They needed their bags for a perfume convention, but the bags wouldn't be in until the next day. I stayed optimistic and told the couple that the bags wouldn't be in until the next day. Then I was pro-active, I told them that once the bags came in I would expedite them to them personally and right away. The next day after I did this and they got their bags they called to say that they were somewhat happy, not happy about the delay, but happy about what I did.

Entry Num:

Company:

Swissport

Employee:

A.A.

Name:

Coordinator

Comments:

Our flight was delayed and the passenger had a connection and was very upset and anxious. I stayed calm and listened, then was pro-active and helped the passenger explore options until we found one that worked for him. He accepted the alternate flight and was very happy and said thank you.

Entry Num:

Company:

Bombardier

Employee:

Name:

coordinator

Comments:

A lady trying to catch a flight to South Africa dropped her sandle between the train and the platform. I was maintaining the platform screen doors when this happened. She called me and I engaged her. She told me the problem and I was proactive. I called the OPS Center for clearance to access the tracks to retrieve the sandal. She said thank you sooooooo much. And she made her flight.

Entry Num:

Company:

Bombardier

Employee:

Name:

Coordinator

Comments:

A lady lost her pocketbook on board one of the trains and had all her money, credit cards, keys and her airline tickets. She was very upset. SF adapted by switching what she was doing at the moment to give the lady her full attention.

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