FSS Stations Shine with ACI World Awards

Flight Services & Systems (FSS) is proud to announce that two of our stations, San Antonio International Airport (SAT) and Portland International Jetport (PWM), have received the top industry award from the Airports Council International (ACI).

It was announced recently that SAT and PWM were the recipients of the ACI 2021 Director General’s Roll of Excellence in Airport Service Quality Award. The award recognizes airports that have consistently delivered excellent customer service. SAT and PWM were two of six airports worldwide to receive the award which is one of the top honors in the aviation industry.

The other airports to win were:

  • Bangalore International Airport in Bangalore, India
  • Guangzhou Baiyun International Airport in Guangzhou, China
  • Cochin International Airport in Cochin, India
  • Toronto Pearson International Airport in Toronto, Canada

The airports will be honored later this year at the ACI Customer Experience Global Summit in Montreal, Canada.

July's WOW! Award Winners

A Flight Services & Systems (FSS) employee receives a WOW! Award for their outstanding achievement in customer service, honesty, integrity, and goodwill. General and Operations Managers nominate employees based on actions they witness or are notified of by TSA and other airport and airline management. Depending on their actions, recipients receive a certificate, recognition on social media, a spotlight in our bi-monthly Flight Plan newsletter, and/or a $25 Walmart gift card. Below are the WOW! Award winners in July.

Lynn Hill (left) and Kayla Oliphant

FSS had two employees receive special recognition at their respective stations. Lynn Hill, a mobility assistance agent with us since 2017, was recognized by Portland International Jetport (PWM) for her outstanding customer care and exceptional work performance while assisting passengers.

Kayla Oliphant, our Departure Coordinator at Indianapolis International Airport (IND), received a lovely compliment from an Alaska Airlines passenger. Kayla went so far above and beyond for the passenger, they wanted to convey their appreciation. Below is a snippet of the compliment we received:

“She [Kayla] was extremely patient and accommodating and got me on a direct flight from IND to SEA. She spent nearly an hour on the phone with Alaska [Airlines] to make this happen. While assisting other customers. I was so grateful for everything she did for me and for sticking with me thru such a challenging process. Kayla provided me the best, bar none, customer service I have ever had.”

FSS is extremely proud of Lynn and Kayla for their commitment to go above and beyond for passengers. Excellent job, Lynn and Kayla!


As part of our audits, we routinely test our employees to make sure they’re keeping a close eye on aviation security and safety. Our Fresno Yosemite International Airport (FAT) crew has done extremely well in July. According to FSS Director of Aviation Security, Hovav Frenkel, who is also a world-renown aviation security expert, 6 employees passed 5 consecutive cabin search tests. Some of them completed the task twice! Below are the names of those special employees:

  • Francisco Juarez (2x)
  • Martin Fonseca (2x)
  • Oscar Lopez (2x)
  • Jario Navarro
  • Estaban Rodriguez
  • Leo Saaverda

Awesome job, FAT crew!


Along with our audit, FSS employees are also subject to TSA challenges. We had several employees who passed these challenges in July. Below are the names of those employees:

  • Rancho Hunt (Chicago O’Hare International Airport)
  • Didia Bacon (Dallas-Fort Worth International Airport)
  • Ryan Spinda (Huntington Tri-State Airport)
  • Elmira Akhmedova (Seattle-Tacoma International Airport)

Way to go, Rancho, Didia, Ryan, and Elmira!

Employee Spotlight: PBI Operations Manager Madeline Lima

Madeline Lima
PBI Operations Manager
Flight Services & Systems (FSS) would like to recognize Palm Beach International Airport (PBI) Operations Manager Madeline Lima. Since her promotion, Madeline has worked tirelessly to ensure the smooth operation of PBI, but she recently went above and beyond for our Bahamas Air partners. Under her supervision and leadership, the PBI team stepped up and assisted the Bahamas Air flight crew and engineers for a week. To ensure everything went off without a hitch, Madeline moved around her personal schedule to stay with her team and the engineers through the late-night hours. In showing her commitment to our partners and the FSS mission, Madeline received a WOW! Award as well as a $100 Walmart gift card. Fantastic job, Madeline!

BOS Duo Receives Compliment from JetBlue Passenger

Flight Services & Systems (FSS) received a fantastic compliment about two of our Boston Logan International Airport (BOS) Mobility Assistance Agents: Lola and Hirut. The compliment came from Cheryl G., a JetBlue Airways passenger.

“On Tuesday June 29th I flew from Ft. Lauderdale to Boston for a visit with my family, using Jet Blue Airlines, and it was my first experience using wheelchair assistance to travel. It seems that FSS has the contract for Boston’s Logan Airport. When I landed on June 29, I was helped by a lady named Lola. She was gracious and helpful, brought me to the restroom, brought me to baggage claim and waited with me for my suitcase, then wheeled me outside and stayed with me until my sister arrived to pick me up.

When I departed from Logan Airport on Tuesday July 6th, I was helped by Hirut Taye, another very helpful lady, who helped me to check in, drop off my luggage, go through TSA, go to the restroom, then finally down to the gate.

…I would like to let you know both ladies took very good care of me…”

Thank you, Cheryl, for the lovely compliment about Lola and Hirut. They’re part of our amazing Mobility Assistance team at our BOS station.

FSS Welcomes Tracy Doyle Aboard

Tracy Doyle
PBI General Manager
Flight Services & Systems (FSS) welcomes Tracy Doyle to the FSS family. Tracy has been hired as the new General Manager of our Palm Beach International Airport (PBI) station. She will work closely with Operations Manager Madeline Lima for the continued smooth operation of PBI.

Tracy brings over 5 years of aviation industry experience to PBI. Before coming to FSS, she was the General Manager for United Ground Express at Hector International Airport (FAR) in Fargo, ND. She was responsible for the day-to-day operational and financial performances. Tracy managed the station budget as well as the staffing and resource requirements. She also worked towards maintaining strong working relationships with airport and governmental authorities, and vendors.

Before becoming General Manager at FAR, Tracy held multiple positions with United Ground Express at South Bend International Airport (SBN). She started as a Lead Customer Service Associate and Lead Ramp Agent and eventually became the Compliance Coordinator. As the Compliance Coordinator, Tracy oversaw the compliance in SBN for FAA and TSA regulations.

Tracy proudly served in the United States Navy where she was honorably discharged with an E-3 rank. While in the Navy, she completed the DC Firefighting School at Treasure Island, CA.

Welcome aboard, Tracy Doyle!

FSS Milestone Anniversaries - July 2021

FSS would like to recognize and say "thank you" to our employees who have been with us throughout the years. Celebrating milestone anniversaries in July are: 

15+ Years

  • Koresho Mohammad - SEA - 16 years
  • Fatmir Hysa - BOS - 15 years

10+ Years

  • Nikollaq Bizhoti - BOS - 14 years
  • Geoffrey Mutumba - DFW - 13 years
  • Zerihun Ayele - BOS - 10 years
  • Yosef Woldeyes - BOS - 10 years

5+ Years

  • Atyq Malki - BOS - 9 years
  • Dennis Mitchell - BOS - 9 years
  • Fantaye Tekle - BOS - 8 years
  • Sherrie Erwin - CHS - 8 years
  • Antoine Patterson - ORD - 8 years
  • Hirut Taye - BOS - 7 years
  • Momodu Sherman - DFW - 6 years
  • Endayehu Bezabih - SEA - 5 years

Feeling Insecure with Your Security? FSS is Your Security Solution!

What Sets FSS Apart

Hovav Frenkel
Director of Aviation Security
Under the supervision of FSS Director of Aviation Security, Hovav Frenkel, a world-renowned aviation security expert, you can be sure our security agents get it. Our agents are trained and tested through our revolutionary Virtual Augmented Reality (VAR) program. Through the VAR program and revamped training site, agents complete training in a safe virtual space before they start their hands-on training.

FSS conducts weekly security audits through the Springshot program. Springshot allows us to track real-time engagement, quality, and productivity in all our stations. It also allows us to share audit reports with our airline partners. All Springshot audits, along with any TSA interactions, are reviewed by Director Frenkel.

Director Frenkel has written a thorough cargo training program that is currently being reviewed for IATA accreditation. Once complete, FSS will be the only aviation staffing company with IATA accreditation. We are extremely grateful to Silver Airways for their sponsorship during this process.

When it comes to aviation security, turn to FSS!

For more information about our services, please contact Nick Poorbaugh at npoorbaugh@fsspeople.com or call him at 216.217.2330.

George Nikolouzos, Nick Poorbaugh Promoted to President of Operations, Administration

President of Operations George Nikolouzos and
President of Administration Nick Poorbaugh
Flight Services & Systems (FSS) would like to announce two promotions in our leadership. George Nikolouzos has been promoted to President of Operations while Nick Poorbaugh becomes President of Administration.

George has worked for FSS since August 2017, serving as a General Manager at Boston Logan International Airport (BOS), Regional Manager, and Vice President of Operations. Overall, he has spent over 10 years in the aviation industry in mostly managerial roles. Prior to joining FSS, George was the Station and Ramp Manager for Cape Air at BOS. Before Cape Air, he spent several years as a Supervisor and Lead Trainer for Swissport International at BOS. George has a Military Degree earned from his time serving in the Greek Military prior to moving to the United States.

Nick came to FSS in late 2019 as the Vice President of Sales & Marketing. Since joining the company, he has taken on oversight of all contracts, the IT and Security departments, as well as oversight of the corporate office in Cleveland, Ohio. Nick came to FSS after a 19-year career in sales, marketing, and managerial role in many national and multi-national companies such as Securitas Security Services, Smucker’sy, and the Ogden Newspapers. Nick has a degree from the University of Toledo and is pursing his MBA at Kent State University.

Congratulations, George and Nick!