A Flight Services & Systems (FSS) employee receives a WOW! Award for their outstanding achievement in customer services, honesty, integrity, and goodwill. General and Operations Manager nominate employees based on the 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 for August!
Way to be, Hugh and RoyAnn!
Hugh Dennis and RoyAnn Clark at our Indianapolis International
Airport (IND) station received WOW! Awards in August. We received an email
about Hugh, our Operations Manager, from Million Air Aviation. In the email, Hugh
was praised for his hard work as well as finding solutions to “surprises”. In
the aviation industry, sometimes this pop-up at a moment’s notice. Hugh’s
ability to anticipate and adjust to these changes is greatly appreciated. Below
is part of the compliment we received. Awesome job, Hugh!
“Million Air Aviation…wanted to give praise to Hugh for all
the hard work he has been doing,…that when he (James Manning from Million Air
Aviation) calls Hugh always makes it work, and that he wanted our leadership to
know how much he appreciates it.”
RoyAnn Clark is one of our Ticket Counter Agents at IND but recently
helped out at our Charleston International Airport (CHS). While helping out
with the Alaska Airlines operations, RoyAnn brought along with her the positive
attitude and outstanding customer services she’s known for. On behalf of General
Manager Sherrie Erwin and the rest of the CHS staff, thank you, RoyAnn!
Shining Bright at PBI
During a recent delay at Palm Beach International Airport
(PBI), Operations Manager Madeline Lima and Mobility Assistance Agent Ralph Pierre
went above and beyond for a group of passengers. They were also able to keep
their cool in dealing with some disgruntled passengers. Below are snippets from
the email we received about Madeline and Ralph:
“Upon entering Ralph Pierre was our transport for the
wheelchairs and he was over the top awesome. He was able to push both chairs at
the same time…Our flight was delayed and he came back to check on us the whole
time. Upon the flight being delayed to the next day, he was able to push
both wheelchairs back-to-back to claim and retrieve all three of our suitcases
from the back, to make our pickup with our handicap arrangements seamless…He
got us through security perfectly, got us to the gate effortlessly, and said
that he would check back in on us like he did the day before…And even though
Ralph was told he could go home at around 6:00 p.m., he didn't and stayed with
us to make sure that we would be able to get back to baggage claim and to our
rides home for the evening. He again was able to obtain our bags from the back,
to help us get outside to get our rides…His concern and care for the
well-being of my mom, was absolutely heartwarming and sincere. He kept us
abreast of the upcoming changes with our flight, which when traveling with an
86-year-old handicapped mother was priceless. Keeping her calm was a wonderful bonus
to this difficult travel time.”
“She (Madeline) proved to be a very level-headed, customer
service driven asset to us all. She was
able to handle and communicate the ever-changing flight delays with a smile and
grace to, unfortunately, some unsavory flying passengers. On Saturday, with the
first flight delays people were upset of course, but she was able to stay
smiling and relay the information to us as it came in. On Sunday, when we were
delayed once again, she handled a large crowd of passengers who were able to
receive some food for free from Frontier…She consistently kept her cool and
facilitated the Chili's order for us all.”
Fantastic job, Madeline and Ralph!
