A Flight Services & Systems (FSS) employee receives a WOW! Award for their outstanding achievement in customer service, honesty, integrity, and goodwill. A General Manager or Operations Manager can nominate employees based on the actions they witness or when they’re notified by the TSA and/or another 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 October!
Chris Guzaldo (ORD)
During a late-night Qatar Airways operation at Chicago O’Hare
International Airport (ORD), Security Guard Chris Guzaldo noticed that the seal
on one of the catering trucks was tampered with. He quickly took a photo and
notified General Manager Yumi Nang, Training Manager Matthew Allen, and the Qatar
Airways representative on-site. Upon further inspection of the truck, Chris
found four catering carts that didn’t have seals, but were also empty. He ensured
that the catering truck didn’t pull up to the plane. After a quick conversation
with Qatar Airways and the catering company, Chris and Matt stopped the
operations and searched the entire truck. Once they were confident that the
catering truck was safe and secure, operations resumed. Because of his quick
thinking and following the proper procedures, Chris received a WOW! Award.
Zachary White (PWM)
One of the passengers of a Southwest Airlines flight was so
impressed by Mobility Assistance Agent Zachary White of Portland International Jetport
(PWM) that let the Southwest Airlines representative know. Zachary took the
time to make sure the passenger felt comfortable and safe as he helped guide
them through the jetport. He also made sure their luggage was taken care of.
Throughout their journey, Zachary ensured the passenger’s needs were met and
made them feel like they were top priority. For providing outstanding customer
service, Zachary received a WOW! Award.
Lorenzo Lizama (SEA)
During a Qatar Airways operation at Seattle-Tacoma
International Airport (SEA), Security Guard Lorenzo Lizama noticed that one of
the seals on a catering truck was broken. He halted the operations, contacted
General Manager Zach Cox, and awaited further instructions. As it turns out,
the broken seal was part of a TSA test to make sure our agents are on top of
their game when it comes to aviation security. FSS passed the test because of
Lorenzo following procedures. We awarded Lorenzo a WOW! Award for his efforts.
Fantastic job to all our WOW! Award winners! Keep up the
good work and way to set the example for your teammates to follow!
