Meet JFK International Airport's N.I.C.E.™ Problem Solvers
We give N.I.C.E. new meaning - "Resiliency Edge" workers Neutralize Irritations Customers Experience™
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"Resiliency Edge" Success Stories
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A traveler was upset because she left her laptop on a Jamaica AirTrain that just left Federal Circle headed to Jamaica Station. I radioed to Jamaica Station to sweep vehicle for laptop. My relief came, but I continued to assist passenger until she was in possession of her laptop. AirTrain personnel was unable to sweep vehicle at Jamaica Station, so I radioed Operations Center to put a hold on the vehicle when it arrived back at Federal Circle so that I may sweep the vehicle. When the vehicle arrived at Federal Circle I secured laptop for passenger. The customer was extremely excited and asked could she give me a hug, and I told her yes, and the customer told me “Thank you”
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A traveler was upset because he was riding around on the All Terminal train thinking that this was a train that would go to Howard Beach. After I had saw him on the train when it came back around Terminal 4. I jumped on the train to ask him where he needed to go because I saw him when the train left Terminal 4. He said he was going to Howard Beach. So I stayed on with him to Terminal 8 to put him on the right train. The traveler left happy, saying “Thank you and he hopes I am there again when he has to do it again.
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The traveler was upset because he and his wife just came in from Egypt and had to make their connection on United Airlines to go to Los Angeles. They were an elderly couple with the wife seeming very upset and scared. Because the couple did not speak English there was no talking, I just got them on the next train and we made our way to Terminal 7. Once I confirmed with the ticket agent that they were in the right place, I left them in good hands. The traveler left happy. She was just talking, smiling and looked very relieved.
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The traveler was upset because the young couple was very late for their flight. They had two loaded smarte carts. The wife got very upset when I told her to slow down because they would not be able to board the train. The doors were already closing, yet she still tried to enter the train. I explained to her the train was automated and could not wait on them to enter. I told her that the next train would arrive shortly and they would be able to board with the smarte carts. The travelers left and were not very pleased. Their flight was very soon. I thought of their safety and the safety of the other passengers on board the train.
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A traveler was upset because he left his money clip on the AirTrain departing Terminal 4. He alerted Operations immediately because the clip contained cash and several credit cards. I was stationed at Terminal 7 when I received the information. I boarded the incoming train which was presumed to be the train he was just on and searched diligently for his valuables. A passenger on board the train alerted me to someone who picked up the money clip but gave it back to me. The traveler left happy. He was surprised that I was able to find it that quickly and he thanked me repeatedly.
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A traveler was upset because she had forgotten her backpack aboard a train and all her identification and money was in the bag. I stayed with the passenger to help her find her bag. I also gave her the numbers to call just in case we didn’t find her bag. But the bag was found and given back to her. The traveler left happy, saying “Thank you so much for finding my bag. I t made me feel even better that you stayed with me until I found it. Thank you.
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A traveler was upset because the AirTrain had a door fault which cause her to be extremely late for her flight with American Airlines. I apologize for the inconvience, and directed her to FCI. I told her to board the train and get off at Terminal 1 and catch the inner loop train 1 stop, to Terminal 8 at least that would save her some time. The traveler left happy, saying “Thanks for taking the time to explain this. She left feeling better.
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A traveler was upset because we had a snow storm. All flights were cancelled, and the AirTrain had limited service. He was tired and didn’t know what to do. I talked to him and explain that Mother Nature takes its course and there is nothing we can do. I also said we have to take a bad situation and make something good out of it. He walked away and went outside for some air. He then came back and said you are right. The traveler left happy, saying “Thank you I’ll get a cup of coffee and make a few telephone calls. Thank you for the talk
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A family of traveler was upset because their Grandfather didn’t get off the train in time. I called my co-worker at the following terminal and gave a description and name of the Grandfather. He found the Grandfather, and the family was reunited. The traveler left happy saying, “We had a great organization and Thank you very much”
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A traveler was upset because they bought an AirTrain card at Howard Beach and wanted to get to the subway. Since the AirTrain card is only $5.00 and subway is $2.25. I explained to the passenger while using the TVM. I showed them on the TVM in their language (Chinese) the difference between AirTrain and the Subway. When they saw the difference in their language they understood it very well. The traveler left happy, saying “Thank you”
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A traveler was upset because he left his back pack onboard an AirTrain and had exited the AirTrain system. I was very proactive with the situation. I board the train with the description of the unattended bag and called for PAPD. I stayed on the train to the end station, Jamaica. The bag was cleared by PAPD and the K9 unit. The traveler came back and retrieved his bag. The traveler left happy saying “Thank you so much, all my documents are in this bag”
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A traveler was upset because she realized she left her tote bag onboard a train 102, when she got off at Howard Beach. She approached me about to cry and told me what happened. I became proactive and asked all the necessary information and at the same time I calmed her down. I reached out to the Operation Center over the radio with the bag description. When the train arrived at Federal Circle the agent that was stationed searched and the bag was found. I told the passenger that we did retrieve her bag. The traveler left very happy, saying “Thank you”
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A traveler was upset because he missed his stopped to connect to the train heading to Jamaica. As I was waiting for my train at Lefferts Blvd, I saw the airport employee (traveler) look confused. I approached him and offered my assistance. I became proactive by interacting with passenger; I asked him if he was at the right station or if he needed help. He told me that he was suppose to go to Jamaica and didn’t know how to get there. We both smiled and I told him to stay with me I would guide him. The traveler left happy, saying “Thank you”
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A traveler was upset because he was separated from his wife at Federal Circle and the traveler didn’t speak English. The traveler had found a translator. The translator explained to me how the traveler been looking for her the past hour. I was very understanding and proactive. I sent the traveler and translator to emergency telephone to let the Operation Center operator look for her on the cameras and to make an announcement through the AirTrain system. After twenty minutes I sent the travelers to Terminal1 to meet an AirTrain agent to further assist and the traveler was reunited with his wife at Terminal 1 departure area. The traveler left happy, saying “Thanks a lot for all your help”
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A traveler was upset because she was waiting for her sister at Howard Beach station, but her sister was lost some where in the airport. I told her to call her sister on her cell phone and no matter where she was in the airport, tell her to get on a Howard Beach train on track #1, that way they couldn’t help but find each other at Howard Beach. The traveler left happy, saying “Thank you, I didn’t know if I should go to the airport and try and find her myself. This will be a lot easier. Thank you”
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A traveler was upset because she had left her lap top computer on one of the trains. She was very upset saying “I have my whole life on that computer. When she described it, a computer with an orange case, I remembered that it was sent over to Federal Circle as a lost and found item. When I gave her the news she was very relieved. The traveler left happy, saying “Thank you, I have to board my flight in less than an hour and I didn’t know what I was going to do. Thank you very much”
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A traveler was upset because he missed his flight and he couldn’t catch another one until late the next morning. He wanted to go into the city and see some of the sights to pass the time, but he didn’t know how, and he also had a lot of baggage with him. I explained to him that the easiest way to get to the city would be the Long Island Rail Road from Jamaica and as far as his baggage was concerned, he could leave it in storage at Terminal 4. The traveler left happy, saying “Thanks a lot, I need to get away from the airport for a while or I’ll start climbing the walls. Thanks again”
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A traveler was upset because she and her husband were separated at Terminal 5 when the train doors closed. Now separated they both had a cart filled to the top with luggage, the difference was that she had a 4 year old child and a baby in her arms. I was told of the situation by the AirTrain unit at terminal 5. I was also given by my alert co-worker the number of the train that the woman was on. So I waited for her at Federal Circle where I was stationed and got her and her children off the train safely when they arrived. The traveler left happy, saying “I didn’t even know anyone was aware of my situation, Thank you so much it was very nice of you”
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A traveler was upset because she wanted to go to Manhattan for the night, but she didn’t know where to go or what kind of metrocard would be best for her. She was at Jamaica for about 45 minutes trying to figure out what to do. And she was doing the same thing (going to Manhattan) the next day also. I explained to her the type of card she would get and then I went to the visitor information booth and brought some brochures to her, I also let her look in the visitor guide we keep in the booth. I gave her a pen and paper so she could write stuff down. The traveler left happy, saying “Thank you, and she asked could she take a picture of me, and then she asked an agent to take one of us together. She said you are very helpful and nice. I told her “Thank you”
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A traveler was upset because he was not able to get through AirTrain gates free once he arrived at the Howard Beach station. He stated he was told that the agents would give him a courtesy once he arrived at Howard Beach out of the system. I explained to him calmly and politely that we do not do that on our system and whoever told him that misinformed him. I ask would he like to speak to a supervisor and he stated “yes” The supervisor on duty was then called and informed of the situation. That traveler left saying “Thank you” He was upset that he was misinformed by another being on they system at the terminal. He never stayed long enough at the end station to speak to a supervisor but he did make his was calmly back to Terminal 4 to catch a city bus.
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A traveler was upset because she couldn’t understand the new information screens that were recently installed at Terminal 8. I used my knowledge of the system and mappings then explain the new information displayed on the monitors as trains entered and exit the terminal. The traveler left happy. She was grateful that I took the time out to explain the new information monitors and made it very clear for the next time she travels.
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A traveler was upset because she got on the wrong AirTrain and was running late. She was mad at and felt it was the agent’s fault. I came up the escalator and the lady ran up to me explaining to me the situation. I explain the system and how it works to the traveler. I then guided her to the right train and informed her of how long it would take her to get to her destination. The traveler left happy, saying “I wish everyone was like you”.
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A traveler was upset because she missed her connecting flight. I was contacted by one of my colleagues to be on the lookout for a passenger at Federal Circle. When I located the passenger, she was in tears because she missed her flight and had no cash to book a hotel and spoke very little English. I became proactive, giving her all of her options as far as what can be done, but she wanted to talk to the her husband and had no phone. With my supervisor’s permission I allowed her to use the courtesy phone. She was relieved when her husband told her he was able to book her into the Holiday Inn for the night. The traveler left happy, and thanked me repeatedly for my help.
Name:
Shameeka Brown-Richardson
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A traveler was upset because the doors on the AirTrain closed too fast upon arrival at my station; separating the mother and father from their 7 and 9 year old children. I immediately contacted the agent stationed at the following terminal and instructed him to ask the children to wait on the platform for their parents that would be on the next train. The traveler left happy, saying “Thank you, so much we were so scared”
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An airport employee attempted to purchase a $30.00 metrocard with a Transit Visa card. The ticket vending machine failed during the transaction, a ticket nor receipt was given. I suggested that she contact the Visa Company. Through the receipt did not come out, she made an attempt. After she left the area, I noticed that the machine dispensed the receipt. I took it to her. The traveler left happy. She was pleased because the receipt had all the proof of the failed transaction.
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A traveler was upset because she could not understand our signs, which read Jamaica trains and Howard Beach trains every few minutes. She wanted to know how she would know which train she needed or do the trains go everywhere. I told her the signs are telling you what trains come here and when the train is close to the platform the display will read which train it is. The traveler left saying, “Very Poor Signage”. But she seemed to be a little more bit relieved.
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A traveler was upset because he could not get his credit card to work. He was upset with our machines. He said these stupid machines never work for my cards. I empathizes with his frustration and I calmly and softly told him not to worry that’s why you have me here. The traveler left happy, saying: Thanks you an angel, you saved my life.
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A traveler was upset because she barely spoke English and was riding around in circles on the All Terminal Train, and almost missed her flight. I got on the train at Terminal 5 and took the passenger to Terminal 1. I walked her to the escalator and showed her into the terminal. The traveler left happy, saying “Thank you so much. Everyone kept on telling me I was on the right train, but the trains did not say Terminal “
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A traveler was upset because his flight was delayed departing Dubai coming to JFK, which cause him to miss his flight. I directed him to other airlines that also fly to where he wanted to go. The passenger came back and told me that he couldn’t book any flights for the next three days. I then directed him to 42nd street, Times Square Port Authority Bus Terminal. The traveler left happy, saying “Thank you so much for all your help”
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A traveler was upset because the credit card could not be read on two of the machines at Jamaica Station. He became very irate with me when I tried to tell him to use another machine and that those two machines do not say that they don’t work. However, as an employee here I know that these two machines do not work and you can also notice that your card is not being read at this time. The traveler left happy, saying: I’m sorry I did not listen and for my bad behavior. I know you only trying to inform me of the machines functioning properly. Thanks for your help OK, I’m sorry.
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A traveler was upset because he could not find the Holiday Inn at Jamaica station. I became very empathetic with my customer and I quietly explained to my passenger how to travel back to Federal Circle to notify the Holiday Inn of his arrival and his location to be picked up. When I finished I said welcome to New York City. The traveler left happy, saying “Thank you because this is my first time in New York. I’m from Africa I always dreamed of coming here.
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A traveler was upset because she was separated from her husband and had no idea where he was. She was crying because she tried to find him for 2 hours on her own to no avail and he didn’t have a cell phone for me to call him to find out where he was. I tried to comfort her and told her not to worry we would find her husband. So I made a radio announcement and I began to look on every train that came to Terminal 8 until we finally found him. The traveler left happy, saying “Thank you so much, I didn’t know what I was going to do because I have no money with me to get home, my husband had all of the luggage.
Employee:
Incentive Program
Name:
Resiliency Edge MONTHLY WINNER
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Neither snow, nor rain nor sleet deters the Post Office, they say - but what we know is how true this is for Air Train employees as well!
Below is a great story of being RESILIENT in the face of a fierce snow storm this week from Mother Nature. Congratulations to Qamir Brown and Supervisor "COACH" Vladimir Myrthil - for a wonderful customer service story. Our new story of the month!
A traveler was upset because she lost her luggage on the AirTrain which contained her passport and she absolutely needed to make a flight that had already been delayed for 24 hours. She advised me that if she didn’t make the flight she would miss her sister’s wedding.
I was pro active from resiliency class and transmitted an announcement for all AirTrain units to check all trains for the bag she describe to me. Unfortunately her bag was not found and boarding time for her flight was getting closer. I then suggested for her to go to the immigration office at Terminal 4, for they make way for passengers to get passports temporarily made.
The traveler left happy, saying “Thank you very much” and gratefully gave me another hug and said “Thank you” again. To show the happy ending that resulted from my efforts I later heard that immigration was able to help her and she did make the flight and the wedding!
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A traveler was upset because he wanted to know from which terminal his flight was departing. The directory on the trains had a different location than the directories on the platforms. This was frustrating to the passenger because he only had a little time left to check-in. I apologized for the inconvience the system may have caused him and suggested that he make his way to the information desk on the ground level of the terminal to get the most updated flight information and airline locations. The traveler left happy, saying “Thank you”
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A traveler was upset because her flight got cancelled due to a heavy snow blizzard and all the hotels in the airport vicinity were all booked. She had two small children with her and a cart full of luggage and preferred not having to resort to spending the night in an airport terminal. I advised her of a few hotels that I knew of in the local area off airport grounds. I also suggested for her to check on the internet for more options of hotels in the city. I also advised her that if she didn’t find any places to accommodate her that there is a lounge area in Terminal 4 that have comfortable plush benches for her and her kids to sleep if she was subjected to resort to that. The traveler left happy, saying “Thank you very much sir, you have just made my load of worry a little lighter”
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A traveler was upset because the service level within the AirTrain system was very low due to many malfunctioned trains taken out of service. I explained to the traveler that the blizzard we experienced gave our trains a hard time running through the system. I assured the passenger that there were bus bridges in place to compensate for our lack of trains. The traveler left happy, saying “Thank you I will make my way there now”
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A traveler was upset because several passengers arrived at Jamaica station wanting to be let out of the AirTrain system without paying. They expressed that the train cause them to miss their flight. They were also upset because of the big snow storm. I apologized to the passengers. I explained that the day of the snow storm AirTrain made some compensation on payment. However, the process is no longer in effect. They would need to make payment to exit the system now. The traveler left a little upset, but I knew that they were very frustrated.
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A traveler was upset because they arrived at the Jamaica station, needing Clarion Hotel. They thought the hotel was walking distance. I suggested that they take the train one stop and then walk to the hotel. I noticed that they had quite a lot of luggage and it was late. I showed them how to get to the hotel by subway. The traveler left happy, saying “Thank you! On the map it look very close the station. However, the hotel is a little further away than I imagined”
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A traveler was upset because he didn’t know how to get into Manhattan and back in a reasonably short amount of time. He wanted to pass the time until his flight left about six or seven hours later. I told him about the Long Island Rail Road and how it would be the quickest way in and out of the city leaving him more time to see some of the sights in Manhattan. The traveler left happy, saying “It would be nice to spend the time I have in the city, thanks for your help"
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A traveler was upset because she had forgotten one of her bags onboard the AirTrain she was riding. The woman informed me that all of her documents were in the bag. I informed Operations Center and proceeded to check all of the inner-loop trains in the central terminal area. I also informed my co-worker of the situation, and during the search the bag was recovered. The traveler left happy, saying “Thank you so much”
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A traveler was upset, her eyes filled with tears as she slowly moved towards me. I inquired what the problem was an offered to help. She was dropped off at the wrong AirTrain station by a taxi, and was unable to find her way to the correct station. She had been trying for some time. I assured her that I would get her to her destination in time. I then escorted the passenger to her departure terminal. The traveler left happy, as a smile broke through and her tears dried up.
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The traveler was upset because she dropped one of her slippers onto the track coming off the train at Federal Circle outbound. The traveler was very upset and in tears. I engage with the traveler, I told her I will get her slipper back for her. I got a clearance from the Operation Center for access, and went down and got her slipper back for her. The traveler left happy, saying “Thank you so much”.
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A traveler was upset because her son was pushed by the closing doors despite door close warning being very audible. I used my resiliency skills to calm and assure passengers that they could fully utilize all services thru me i.e. Police assistance, Ambulance, and First – Aid if necessary. The traveler left happy, saying “Most customer service agents would care less, I am sorry I yelled at you. Thanks for being genuinely kind”
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A traveler was upset because she was trying to get to her daughter’s house in New Jersey and the daughter did not want her to come. The passenger was crying and said she did not want to go back home to Washington to her husband. The daughter called while I was trying to console the passenger and she gave me her phone to speak with her daughter. I spoke to the daughter and told her, her mom is at Jamaica station and she’s trying to get to you. I told her I work for AirTrain and she ask me my name, and I told her it was Monique. She asked me could I do her a favor and keep her mother there until she arrives. She said she was at Penn Station. I told her I’ll watch her until she arrives. The traveler left happy, saying “Thank you for all your help. She then gave me a hug and mother and daughter left.
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A traveler was upset because she was staying at one of the JFK hotels and going to and from the city and was paying $10 a day for the AirTrain. So I ask her how many days had she done this? She told me 2 days, so I took her to the TVM and helped her purchase a 30 day AirTrain card. She could not believe it. She wanted to hug me. The traveler left happy, saying “Oh! I’m so glad you saw the stress in my face” I helped her save a lot of money which made her visit better than what it started out.
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A traveler was upset because his airline had lost his luggage, he had park his car at the wrong parking lot and was lost and he could not understand the AirTrain signage. I apologized for his lost and explained the parking and the AirTrain signage giving him step by step instructions to his vehicle. The traveler left happy, saying “You’re a life saver, Thank you very much”
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A traveler was upset because they were under the impression they would be able to purchase a senior rate 7-day metrocard, as it turned out they were not residents of New York. I explained to them they would have to be residents of N.Y. and have a certain I.D. card to provide to the subway clerk. They understood and said they were misinformed. The traveler left happy, they asked me my name and thanked me for explaining this to them.
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A traveler was upset because she did not feel well and was displaying flu like symptoms (coughing & breathing problems). I helped her to a resting area before contacting the NYPD and EMS services. Both arrived in a prompt timely manner. The passenger was hospitalized for medical treatment. The traveler left happy, saying “Thank you my son”
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A traveler was upset because her son got on the wrong train at Terminal 4. I was very engaging and proactive with the customer. I got a full description of her son. I made an announcement on the O&M radio to check all trains for this missing person. The agent at Federal Circle seen her son on the train and pulled him off. The mother and son were reunited at Federal Circle. The traveler left happy, saying “Thank you sir”
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Some travelers were upset because the two sisters had lost a scarf between the platform and the train at Terminal 4. They said it was just an old scarf but it meant a lot to them. It had great sentimental value to the sisters. I called the Operation Center and requested a clearance to access the guideway. I went down on the tracks after I was given clearance and retrieved the scarf. The traveler left happy, saying “I may seem a little crazy to you, its just looks like an old worn out scarf but it means a lot to us” They thanked me and then tried to give me a big tip for a scarf you couldn’t put a price value on. I told them no thank you, I was just happy to help out. They thanked me again and left with big smiles on their faces.
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A family including a little boy (approx. 5yrs old) was walking down the platform towards a train sitting at the platform. Suddenly the boy took off running towards the train, at the time the doors were about to close. I ran toward the boy snatching him just before the doors closed, pulling him from this dangerous position between the platform doors and the train. The family left happy, his parents ran towards me with a broad smile and sense of relief. They repeatedly thanked me saying “I don’t know what would have happen if you weren’t here”
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A traveler was upset because they were stranded. She had just missed her flight and was unable to get another flight until the following day. Her phone was dead so she was unable to contact anyone for assistance. I allowed the passenger to use my personal cell phone to contact a friend who agreed to come and pick her up from the airport. I stayed with the passenger until her friend arrived to pick her up. The traveler left happy, saying “You are so kind, Thank you very, very much”
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A traveler was upset because he along with his family just got off a long flight and his kids were very hungry. He said if he didn’t feed them they would drive him crazy the whole way home in the car. I told him all about Terminal 4 and how to get there. The traveler left happy, saying “Thank you; because of your help I’m going to have a stress free drive home”
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A traveler was upset because she was not able to speak or understand English she was lost and needed assistance to get to the Delta terminal for check in. I assisted her and walked her as far as I could and asked one of the Delta employees to take her to check in. The traveler left happy, she said thank you by using her body language and gave me a hug.
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A traveler was upset because she parked her car in front of Terminal 4, and PA towed her car while she was assisting her cousin with her bags. I calmed the lady down, and instructed her to take the next train on track 1, four stops to Federal Circle. There she would be able take a shuttle bus to building 206 to retrieve her car. The traveler left happy, saying “Thank you”
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A traveler was upset, but in this case it was a baby. I saw a car with a flat tire in the parking lot, and when I went over to see if I could help I saw a mother, father and small baby. The mother was very concerned for the baby, since the baby was crying very hard. I was pro active about the flat tire. I called a supervisor to come help fix it. Then I went for water back at the office and returned with water for the baby. The baby stopped crying and the mother stopped worrying. The father was happy when he got his tire changed and the family was on its way.
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A traveler was not simply upset, he was sick. He came off a flight and he sat down in a way that did not look right. I not only stayed with him while we determined he needed to be hospitalized, but I took him to the hospital myself and stayed with him as doctors checked his condition. When it was determined he could travel again, and in fact could go back to the airport and catch his connecting flight, I took him to the airport and check him in. He was very very pleased.
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A traveler was upset because he was at the TVM machine trying to purchase a 7 day card MTA metrocard and was not able to. He was questioning why he couldn’t get the option to purchase the 7 day subway card. I explained to him the 7 day card is sold on the other side of the faregate. I helped him purchase his $5.00 metrocard to pay his AirTrain fare and I assisted him in exiting the system. Then I took him to purchase his 7 day subway card. The traveler left happy, and said he was in London for a while and I was the nicest person he encountered since his return to New York. Then he thanked me repeatedly for helping him.
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A traveler was upset because she was currently at Jamaica and needed to go to Grand avenue in Brooklyn. She had never been to New York and her son didn’t know how to direct her to the correct station to take subway A train. I told her to come with me to Federal Circle, to transfer to a Howard Beach train. At Howard Beach, she can take the A train to Grand avenue, Brooklyn. I showed her a subway map and pointed out the stop she’ll be getting off at. I gave her the map. The traveler left happy, saying “Thank you, you been a big help”
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A traveler was upset because they were staying at the Ramada Plaza and they were traveling everyday to the city with AirTrain saying that it should be cheaper. I showed them how to get the $25.00 10-trip card and also told them about the one week unlimited metrocard for the subway and I gave them subway maps. The traveler left happy, and stated if should be more people like me around. They offered me a tip and I refuse and told them they should use the money to enjoy their visit.
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A traveler was upset because she was lost, and did not know where the terminal she was looking for was located. I saw her on the train and ask her if she needed any help. She told me she did not know which train to take and have been riding around for one hour. I got her off the train and showed her how to take the train according to the AirTrain map. I also show her how to use the P-tel to call Operations and get information. The traveler left happy, saying “Thanks, God Bless” and that she felt that I cared enough to call her off the train when I saw she looked lost. She stated she felt embarrassed because she was lost and I assure her to ask questions because we are here to help.
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A traveler was upset because she was in a wheel chair and went through the wrong faregate which made the wheel get stuck in the faregate due to the stations on the sides. I opened the faregate and she backed her wheel chair out, then I showed her where the ADA gate was. The traveler left happy, saying “Thanks, I didn’t even realize I was not using the correct faregate”
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A traveler was upset because she had slip and fell when exiting the Terminal. She was bleeding heavily from her arms and legs (minor cuts and bruises). I had her sit down at the waiting area. I went and got her some water and administered 1st Aid. I offered her some medical assistance and accompanied her to her next terminal for her connecting flight. The traveler left happy, saying “God Bless you son”
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A traveler was upset because he came to Jamaica Station and forgot his poster at the TVM machine as he was purchasing his ticket. He was running very late for his flight. I explained to him that I requested an announcement to be made, so that he would know where the item was. Turns out the poster was very valuable, it was worth $6,000. The traveler left happy. Mr. Parker tried to give me a $50.00 tip. However, I told him that I could not accept it. I wished him a safe journey. Again he thanked me for my effort.
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A traveler was upset because he had some old metrocards some had little money on it and others were expired. The cards he had did not have enough money for his fare. I then showed him how to refill his card. I ask him did he travel often using the AirTrain, he did so I told him about the AirTrain 10-trip card. The traveler left happy, saying “Where were you all these times I wasted a lot of money and time getting all these cards”
Comments:
I could see that a passenger was upset because an agent in training was checking him in and the trainee wasn't familiar with all the processing steps. Before the customer could get really frustrated, i interrupted my break and asked the trainee if I could help - and I stepped in to make the process go more smoothly and faster. The passenger was very pleased and thanked both the trainee and me. Later when I was at the gate, the passenger saw me and thanked me again. He told me how often he flies our airline, al around the world, and he says he does that because we do little things that make a big difference.
Comments:
I had a passenger who was stranded in Boston when his flight was cancelled. He was scheduled to connect in JFK to Europe, but when he arrived at my counter in Terminal 4 and I saw that his name had been deleted and his reservation on the connecting flight cancelled. Resiliency Edge teaches us to tell customers the facts of a situation - even when they are not pleasant - but the critical thing is top move to the next step and be be pro active and think of solutions. Or in this case alternatives and options we could apply to get his need met. I used a calm voice when I told him the situation, and I stayed calm - which calmed him. Soon I found a way to work out the problem and get him on the flight and he thanked me many times.
Employee:
Marti Colozzi - Delta Baggage Office
Comments:
A passenger was upset when he approached me in the Delta Baggage Office. He had just flown into JFK from Tampa and was scheduled to connect on a flight to Shannon for a golf vacation. But the problem was his golf clubs had not arrived with his other luggage and golf was the reason he was going to Ireland! I checked the computer and found that in fact the golf clubs were at JFK, it’s just we couldn’t locate them. He grew more nervous as the time for his Shannon flight got closer and I assured him using my resiliency skills that I would find the clubs. If they were at JFK, and the computer said they were, I would get them! I told the passenger to go to Aer Lingus to check in and I shifted into high gear. As promised I continued to keep him informed on my personal cell phone. Then fifteen minutes before Aer Lingus was set to close out its check in process I located the clubs. I got someone to cover me in the office while I paid for a Smarte Carte, loaded his clubs on and ran them up to the Aer Lingus counter, where he was waiting. I don’t know who was more breathless, him or me, but we made it by five minutes. He thanked me over and over and told me I had saved his vacation. I told him that’s what we do at Delta to make our customers happy!
Comments:
A traveler was upset because she was at Long Island Rail Road ticket machine trying to purchase her AirTrain and L.I.R.R. together. I approached her and asked her if I could assist her. I started her transaction over and took her through the steps. She purchased her ticket and asked me where she does she go from here. I walked her to the gate and showed her where she needed to go. The traveler left happy, saying "Thank you for helping me and I'm glad you were here"
Comments:
A traveler was upset because she left her bag on the train, and a passenger bought the bag to me. I told the passenger to place the bag down and I went to do a visual of the bag. I called Operation Center and told them I have an unattended bag, PAPD was requested a few minutes later Operation Center said the passenger is at Federal Circle and they will drive to Jamaica Station. She arrived a short time later. The traveler left happy, saying “Thank you, this was my daughter’s bag and it has her homework in it. Thank you very much”
Comments:
A traveler was upset because he did not realize that he had to take the metrocard out of the machine by a certain time frame. The machine “ate” back his weekly unlimited card. I help the customer who spoke limited English fill out his form to mail into transit to get a reimbursement of $27 dollars mailed to him. The traveler left happy, saying “Thank you for all your assistance I really do appreciate it. I never have seen such good service in a transportation system in my years of living. What’s your name? Keep up the good work”
Comments:
The traveler who arrived at my counter for his trip to Europe wasn't upset, he was mellow - maybe too mellow. He was dressed for the beach and carrying a surfboard. We were getting close to closing the flight and I knew that his surfboard - oversized luggage that it was- was going to be a problem. i was pro active and I realized if I found someone who could cover my station I could run with him down to the oversize check-in desk and get the board on board. That's what we did, we ran together - and it worked. He made the flight, which allowed him to make his connection to South Africa, in time to arrive for morning "surfs up."
Comments:
A traveler was upset because he had lost a bag full of toys on the AirTrain. He believed he was on a “Jamaica” bound train but wasn’t sure. I made an announcement over O&M radio for all AirTrain units to be on the look out for the bag full of toys. I searched all trains that came through my station for the bag. I also gave passenger an AirTrain pamphlet with the JFK lost and found automated number to call. The traveler left happy, saying “Thank you for your help” I told the passenger that he was welcome and I hope he find his bag.
Comments:
A traveler was upset because he was running late and he wanted to know what subway line would get him to Penn Station the quickest so that he would be able to catch his train to upstate NY. I told him to go to Jamaica and take the LIRR instead of the E or A train and he would get there in about half the time. The traveler left happy, saying “Thank you for showing me how to do this, I don’t think I would have been able to make it in time without your help”
Comments:
A traveler was upset because he was a bit of a panic to catch his flight so he jumped on the first train he saw, which happened to be at Federal Circle outbound. I noticed that he didn’t read the sign above the rain door before he jumped on, so I boarded the train and asked him if he wanted to go to Howard Beach. He didn’t, he really needed to go to Terminal 5 for JetBlue. So we both got off the train and I directed him upstairs to the train that goes to Terminal 5. The traveler left happy saying “I know I would have missed my flight if you didn’t pull me off that train. Thanks for catching me in time”
Comments:
A traveler was upset because he was told to go to Terminal 4 where he would be comfortable until his flight in the morning, but all he saw on the platform at Terminal 4 was a set of metal chairs to sit and try and sleep on. I woke him up and walked him over to the more comfortable area on the other side of Terminal 4 where he would be able to relax more, talk to the other people in the same situation and have something to eat later if he felt like it. The traveler left happy, saying “Thank you for noticing me. I would have been on that chair all night if you didn’t come by. Thank again”
Comments:
Two travelers approached me in the gate area before a flight. One of them, a woman, was very nervous and anxious. Her companion explained to me that she (the companion) had obtained a pass to bring the nervous woman to the gate for the flight to Budapest. The woman flying did not speak English and she was worried that she would not know how to make the connection in Warsaw to catch her Budapest flight. I calmed them both by engaging them, and I explained to the companion, who translated to the anxious woman, that I would make sure she had someone attend to her during the whole flight, to ease her concerns. This made a big impact on their mood and they thanked me for paying such special attention to them.
Comments:
A traveler was upset because he did not want to pay for is 5 year old daughter to ride the AirTrain he felt that she was too young. I explained to the customer and showed him that children under 5 years of age pay to ride the AirTrain I proceeded to show him AirTrain’s brochure as well. The traveler left happy, saying “Thank you”
Comments:
A traveler was upset because he was catching a connecting flight to Singapore for his sister’s wedding when he lost his Indonesian passport with a black cover aboard the AirTrain. I made an announcement on the O&M radio for all ATA’s to check all trains for Indonesian passport with a black cover. I helped him retrace his steps back to Delta to see if he left it there. Ten minutes later another passenger found it and turned it in to an AirTrain agent. The traveler went to Terminal 8 to pick up his passport. The traveler left happy, saying “Thank you so much, you saved me so much time”
Comments:
A woman was upset because she missed her flight. I calmed her down by engaging her and making her feel that I would work with her to find a solution. This worked and she calmed down. Then I explored options and explained them to her to get her on another flight to her destination and she told me she was "pleasantly pleased!"
Comments:
A traveler was upset because the wheel chair employee drop her off at the AirTrain platform and told her she had to catch the train by herself. I used one of the resiliency strengths to help her out. I called the Operation Center operator to hold the train so she would have enough time to board the train, also I advised them to monitor the train. The traveler left happy saying “Thanks”
Comments:
A traveler was upset because she got separated from her parents. I used one of my pro-active Resiliency Strengths to help the passenger. I made announcement on all trains and stations. The parents were reunited with their daughter. The traveler left happy, saying “Thank you”
Comments:
A lady was upset because her daughter had left her camera on the plane. They didn't realize it until they got home, but the camera had valuable pictures in it. The lady called lost and found and I answered. I stayed calm, which kept her calm and I engaged her and told her I would do everything I could to find the camera. Luckily, I did. Then I called the customer, told her the good news and made arrangements through FedEx to have it shipped to her home. The daughter was very excited and the lady was pleased and told me she wanted to bring this story to the highest levels.
Comments:
I had a customer commend me, and even write to the office, about the way I have been resilient and have managed pressures not once, or twice, but many times. The man from Air France said he observed me going out of my way on many occasions to calm upset customers and give them great service. I wouldn't have said anything about this, this is just the way I am,I focus on my customers. But it is nice to see that a patron who uses the airport every day noticed, and even nicer that he took the time to write about my technique to the office.
Comments:
A traveler was upset because he was late for his flight leaving out of Terminal 5 (JetBlue) and came to Terminal 4 because the signs was wrong coming onto the airport. The sign said Terminal 4 was JetBlue. I told him not to worry it’s an easy fix and it’s just a short AirTrain ride to JetBlue and that he would make it on time. The traveler left happy, saying “I’m glad you were standing here, because I would have been lost. Thank you”
Comments:
A traveler was upset because she left her laptop bag onboard a Jamaica bound train. I radio ahead to have other agents check all incoming trains, I also conducted a search myself alongside the passenger. The bag was recovered by another agent; passenger was sent to recover her belongings. The traveler happy saying “Thank you very much”
Comments:
A traveler was upset AirTrain was having a problem in the system which caused train movement delays. The flight attendant was going to be late for her flight she was scheduled to work on. Agent St. Laurent was clock out and offered to take the person to the terminal on her own time so she would not be late for work/flight. The traveler left happy, saying “Thank you” to Ms. St. Laurent.
Comments:
A traveler was upset because he left his luggage at Federal Circle and his flight was departing from Jamaica in a short time frame. I was able to coordinate a “chain” system whereas the passenger was able to receive his luggage in addition to not risk missing his flight home. The traveler left happy, saying “The AirTrain personnel was astute in getting my luggage to me”
Comments:
A traveler was upset because he lost his wallet on the Jamaica line while I was performing Jamaica vehicle checks. I escorted customer to Jamaica as wallet was recovered. I assured customer while enroute to Jamaica everything would be A-Ok! In conjunction with Agent Stewart customer was reunited with wallet. The traveler left happy, saying “I really appreciate the effort in toward returning my personal item”
Comments:
A traveler was upset because his cell phone was lost on one of the AirTrains. I made a radio announcement in the system to be on the look out on all trains for a cell phone, and soon after the phone was found and returned to him. The traveler left happy, saying “That was a great job, Thank you very much”
Comments:
A traveler was upset because she lost $20 when the TVM failed to give the metrocard or her change. I told the passenger sorry for her inconvience, and had her fill out a MTA form so she could get her $20 back. The traveler left happy, saying “Thank you”
Comments:
A traveler was upset because she purchase a monthly metrocard before leaving for her trip. Upon return to JFK I advised her she would need to purchase a $5.00 AirTrain card to exit. She didn’t want to spend anymore money to exit the system. I directed passenger to Terminal 4 where she would be able to exit for free and catch the B15 bus to Brooklyn. The traveler left happy, saying “Thank you”
Comments:
A traveler was upset because she left a bag at Howard Beach faregate area. I recall assisting the passenger therefore I pushed to put a hold on the train. I proceeded to the platform located the passenger who was more than happy to get the bag back. The traveler left happy, saying “Thank you all my documents are inside. I would not have been able to leave”
Comments:
A traveler was upset because the MTA TVM person had him purchase the wrong card. I used my knowledge of the system to guide the passenger so next time he would not make the same mistake. He was very happy that I spent time in giving him the right information. I also told the traveler to next time look for an AirTrain Agent in red to help him out. The traveler left happy, and said next time he would look for an agent.
Comments:
A traveler was worried because she left her purse on board a train while she was traveling. She and her friend got onto the inner loop train at Terminal 5 and the minute they were on they were trying to contact Operations via the p-tel on the train. I immediately drop what I was doing and monitored them. I listen to my radio communication and observed the passengers at the same time. I made them get off Terminal 4 and stayed with them while I was giving Operation all the necessary information. The call went out to all ATA/Os to be on the look out for the purse. Before you knew it one of the agents found the purse. The traveler left happy, and was overwhelmed to see how quick the team took action and found her purse. She thanked and hugged me.
Comments:
A group of travelers were returning from vacation and needed to connect to Jamaica station for the LIRR. Apparently they did not hear the announcement advising passengers to wait here at FCI for the Jamaica train, so they proceeded downstairs to FCO. I apologized for the inconvience and told the passengers to wait at FCI for the Jamaica bound train. I let them know the train would be arriving shortly. The traveler left happy and said they were thankful that I put them on the right track to arrive at the Jamaica station. They also stated next time they would listen more carefully to the announcements being made.
Comments:
A traveler was upset because she was very tired and had been traveling for 18hours with an infant child. The passenger was overwhelmed she did not know where she was going. I glanced over the address she was heading to and gave instructions from AirTrain (Jamaica) all the way down town New York City. I also wrote the directions down for her. The traveler left happy, and stated that the employees for the AirTrain are so thoughtful and helpful. She then called me her “Angel”
Comments:
A traveler was upset because there was a maintenance assignment in the CTA and they didn’t know how to get to Delta terminal from there first flight which was at Terminal 8. I brought them to the AirTrain map and show them how to get to Federal Circle and transfer on the top level for the All Terminals Train, two stops to Delta so they could catch their lay over flight on time. The traveler left happy, saying “Thank you”
Comments:
A traveler was upset because her husband was leaving to go back to the military. He was being sent to the Middle East. She stated she gets upset and nervous when he leaves, because she can never be sure if he will return. I listen to her and gave her some tissues for her tears. Listening means a lot she stated, family doesn’t want to talk about the danger he faces. She carries her burden alone; I encourage her through word and by listening. The traveler left happy, and stated that she was thankful for someone to talk to and listen to her.
Comments:
A traveler was upset because he had left his bag on one of the trains on his way to Federal Circle. When he got to FC, he realized his bag was missing. Agent Charles sent out a transmission to be on the look out for the bag. I got a call about an unattended bag in the stairwell at Terminal7. When I got there it matched the description of the bag the gentleman was looking for. When he got to Terminal 7, I asked him to check the bag. Unfortunately his laptop was missing. I then requested PAPD. The traveler left a bit upset. He told me thank you for finding his bag and also stated he had a lot of papers from school. I told him good luck in finding his laptop.
Comments:
A traveler was upset because she was riding around on the train and needed to go to Howard Beach. She said the information wasn't clear. I told her that I was sorry about that. I then showed her the AirTrain map and how to get to the right train for Howard Beach. The traveler left happy, and said that she was glad I ask where she was going or she would be still sitting on the wrong train. "Thank you"
Comments:
A group of travelers arrived wanting to go to Penn station; amongst the group was a disable passenger. I suggested the Long Island Rail Road, due to their easy handicapped accessible elevators. I also suggested the AirTrain 10 trip metrocard to assist with exiting our AirTrain system. They were not interested in the card. The traveler left happy. They explained that they would prefer to pay the transaction straight forward with no adjustment. The spoke person also said that they were very tired and was not interested in the savings. I tried but the tiredness won this one.
Comments:
A traveler was upset because he left his back pack on the train. I radioed my co-workers informing them of the situation. In five minutes I received a radio transmission letting me know they found the back pack. The traveler left happy, saying "Thank you I don't know what I would have done if you weren't here"
Comments:
A traveler was upset because she was seperated from her child at Terminal 4. She was in a panic state, but I assured her we would find her daughter. The passenger reunited with her child at Terminal 5. The traveler left happy, saying "Thanks"
Comments:
A traveler was upset because she had left her bag with her wallet and all her medication at Terminal 8, and she was on a flight to Europe. They were going throughout the entire system looking for the bag. I heard agent D. Parler had called in the bag at Terminal 8, and sent it to Federal Circle to be tagged lost and found. Passengers came looking for the bag and I advised husband that we were in possession of bag, to wait while I get the bag. The traveler left happy, they were so grateful to have found the bag as there was medication in the bag. He wanted to give us a tip, anything just to say Thank you. I advised him we were not allowed to take tips, and it was my pleasure to help.
Comments:
A traveler was upset because she exited the Jamaica station only to realize that she left her hand bag in the AirTrain system. I invited her to re-enter the system and start searching the trains, as I contacted the team via O&M radio. AirTrain Agent C. Wright assisted in the search and found the hand bag. The bag was left at Jamaica platform, in the seats. The traveler left happy, she was overjoyed that she was reunited with her hand bag. The passenger went on to explain that all her travel documents were in the bag.
Comments:
A traveler was upset because he has missed the last flight of the night, and was sleeping on the metal chairs at Terminal 4. I tapped him on his feet to wake him and ask him his situation. I figured someone must have told him about terminal 4 for people who get stuck overnight, but he didn’t realize that he had to go a little further to be more comfortable. I got him up and walked him up the stairs and over to the restaurant area where more comfortable chairs, a table for his computer were located. He also was able to get something to eat and drink if he wanted. The traveler smile at first then he said “Now I get it, why they told me I should go to terminal 4. I thank you, this is much better”.
Comments:
A traveler was upset because someone had picked up his bag and mistaken it for their own bag, and walked away with it. I went to the stairs and called the passenger back up to the faregate area. He corrected his mistake and both passengers were happy. The travelers left happy saying “Thank you”.
Comments:
A traveler and his family was upset because they were dropped off at Terminal 3 to take subway at Howard Beach station. I was very helpful and understanding. I explained to the customers his options, and at that point the passenger told me that he did not have the appropriate funds to exit. I took his information down and let them out. The traveler left happy, saying “Thank you so much”
Comments:
A group of travelers arrived at Jamaica Station. They had limited funds as was staying near the airport. They asked for guidance on the most economical way to get back and forth to Manhattan. I suggested a few options that would help their situation. I also told them to use our exit now since they were already here. They thought about the appropriate choice for themselves. The travelers left happy because the trip began to seem a little less expensive than they thought. They were very thankful. The guidance was helpful to them!
Comments:
A traveler was upset because he purchased a 10 trip AirTrain card at Howard Beach believing that the card was valid for subway/ bus use. I apologized to him and explained to him that the card would not be valid. I gave him a few suggestions on how to utilize the card. The traveler left happy, saying “Thank you!” He accepted his error and purchased the correct card.
Comments:
A traveler was upset because he had just purchased a five dollar metrocard at Jamaica Station. He dipped his card into the faregate, the faregate open and closed very quickly, and took the funds from the card. I wrote the card information down in the log book and let the passenger in being that I had witnessed the faregate open and close. The traveler left happy, and said he was glad someone was there to help.
Comments:
A traveler was upset because they walked down Federal Circle ground level more than once and still could not locate the shuttle bus waiting area. I walk the couple to the shuttle bus area, after first making sure they had called the hotel and requested the shuttle to come to Federal Circle Station. The travelers left happy, saying “Thank you”. They didn’t know why they did not see it themselves.
Comments:
A traveler was upset because she arrived at Howard Beach station by mistake. The lady and her group explained there were no announcements on the train. I apologized for their inconvience and reported the problem to the Operations Center so other passengers could make it to their destinations as well as instructed the young lady and her group how to get to Jamaica Station. The traveler left happy, saying “Thank you, for your help.
Comments:
A traveler was upset because he left his keys on the train. I contacted the Operation Center and informed them of what happen. The passenger happen to P-Tel Operations and they let him know the location to where I was and he was able to get his keys. The traveler left happy, saying "Thank you very much!”
Comments:
A traveler was upset because he left his keys on the train. I contacted the Operation Center and informed them of what happen. The passenger happen to P-Tel Operations and they let him know the location to where I was and he was able to get his keys. The traveler left happy, saying "Thank you very much!”
Comments:
A group of travelers was upset because they arrived at Jamaica Station and didn't have enough funds to exit. Their credit cards were not accepted in our TVM. Being that we were at Jamaica Station and there is an ATM located on the opposite side of the faregates I allowed one of the passengers exit to access the ATM and then come back. The travelers left happy, saying "Cheers".
Comments:
A traveler was satisfied because the couple just realized for the first time at JFK that there were so many nice customer service agents working on the platform they never seen before. I stool and talk to them while the train was coming. Another agent also kept conversation with the couple while leading them to FCI. The travelers left happy, saying “AirTrain is a great system”. They were glad to see agents being so helpful at FCO, FCI, as well as the ground level.
Comments:
A traveler was upset because she didn’t know what stop to get off at on the subway. She said she needed to go to 110th street station, but didn’t know what subway line. She also said for some reason she couldn’t get service on her cell phone to call and verify, I let passenger use my company issued cell phone to contact her party at 110th street, and she was told she needed stop at 110th street on the eastside. So I gave the passenger directions from our present location. The traveler left happy, saying “Thank you and you were extremely helpful. I said you’re welcome.
Comments:
A traveler was upset because they wanted to go to Jamaica Station and they ended up at Howard Beach. They were really mad because someone gave them the wrong information and they went to the wrong place. I used the AirTrain JFK knowledge on how to get them to their location the fastest way possible. I explained to them on the map, showing which stops they needed to go to get to their destination. The traveler left, they were happy hat I showed them the AirTrain map and how to get to their destination. They also were happy they were talking to someone who knew what they were doing.
Comments:
A traveler was upset because she didn't know what terminal to go to pick up her friend who was arriving from France. I told her it probably was Air France at terminal 1, and then I told her to follow me. I walked back to the faregate with the passenger and asked the Customer Service Representative about the flight, he called on of his associates and verified the flight in question was at Terminal 1. The traveler left happy, saying "Thank you".
Comments:
A traveler was lost, and was not able to speak English. I translated in spanish all the information that they inquired about. They needed to know how to get to their destination as well as what things they could do while visiting New York City. The traveler left happy, saying "Thank you very much for all your help and kindness".
Employee:
Monthly Winners
Comments:
Congratulations to this month's winner, Monique Stewart, and to her supervisor "coach," Vladimir Myrthil, for demonstrating not only a great "engagement" strength, but we commend Monique for her willingness and ability to think and act so enthusiastically. Note how Monique's quick response to a customer's problem saved the day for the traveler in this story, Number 908, shown below:
Story Num:908
Company:Bombardier
Employee:Monique Stewart
Supevisor's name:Vladimir Myrthil
Comments:
A traveler was upset because he left his black back pack on a train. As I was walking down the platform to go on my break, I saw a bag on the seat. The doors were closing and since I was not allowed to touch unattended bags, I jumped off the train before the doors closed.
While I was exiting the train a male passenger was running down the platform frantically saying, “He left his bag on the train.” I got a description of the bag from him and told him I would call the agent at the next station to retrieve his bag.
After a few attempts I was able to get the agent and told him to retrieve the bag from the train. The customer asked me my name, and then left happy, saying “I’m very happy and grateful my bag was recovered.”
Comments:
A traveler was upset because as he was stepping off the AirTrain at Terminal 5, he was bumped by another passenger, and his I.D. fell onto the guideway. I called the Operation Center once the passenger informed me of what happen. I requested a clearance to the guideway and retrieved the I.D. I then gave it back to the passenger. The traveler left happy, saying “I’m glad that someone was here to help, have a good night”.
Comments:
A traveler was upset because he didn’t know that AirTrain cost $5.00 and he had 50 minutes to make his International flight to Europe. Base on the fact he had $2.25 on his metrocard, I gave him the remainder so he could catch his flight. The traveler left happy, saying “You saved me how can I pay you back!”
Comments:
A traveler was upset because she got to Howard Beach station three days in a row and we were conducting early reduction at 6am, which caused her to be late. I apologize for the inconvience and explain to her why the trains were being taken out of service. I told her that it was maintenance being done on the tracks to maintain the system. The traveler left happy, saying “You know what Thank you so much for explaining that, after all these years I finally know why you guys take these trains out of service”.
Comments:
A traveler was upset because her son had dropped his sneaker on the guideway at Terminal 7. I contact the Operations Center and requested a clearance to access the guideway. After I got my clearance I went on the guideway and retrieve the child sneaker. The traveler left happy, saying "Thank you very much", he was going home and only had one pair.
Comments:
A traveler had 5 full smart carts and his family to get on the next train. I called the operation center and set up a hold at terminal 7 so he would be able to get everything and everyone on the train. I also had the operation center set up a hold at terminal 4 so everyone could get off safely. The traveler left happy, saying “I really have my hands full, Thank you”.
Comments:
A traveler approached me at T1 and was very upset and confused. The man did not speak any English and could not articulate his problem. I was able to gather information from tags on his luggage and documents he was carrying. I used the information gathered to make an educated guess as to the destination of the passenger. I would later find out, after escorting the passenger to T2/3 that he was separated from his wife and 2 kids. The family was happily reunited and smile broadly telling me “Thank you”.
Comments:
A traveler was upset because he spoke no English and he was separated from his family when they got off the train. I remembered him from T4 where his family asked me how they could get over to Delta at T3, so when I saw him again trying to explain his situation to another AirTrain unit I didn’t have to ask. I just got him on the inner loop train and took him to T3 where he found his family standing. The man’s wife said “Thank you”, as the rest of the family joked with him for getting lost.
Comments:
A traveler was upset because she had an overnight layover and was confuse and unsure about where she would stay and how to get some food. I gave her directions and guidance to traveler’s aid and to the food court where she could get assistance and purchase food and drinks. The traveler left happy, saying “You deserve every penny they pay, thank you very much”.
Comments:
A traveler was upset because we had the UPS shutdown switch from manual to bypass. He said he has been traveling for hours and was very tired; all he wanted to do was go home. I started to build a conversation, asking him where he arrived from, how was his trip and so forth. I apologize for the inconvenience and explain that this was necessary for the maintenance at the AirTrain. The traveler left happy, saying “Are you always this pleasant?” I told him most certainly, and that I was glad I was able to cheer him up.
Comments:
A traveler was upset because his MetroCard got stuck in the TVM unit at Jamaica Station. He didn’t know the number on the back of the card. I took his information. I explained to him that once we get his card out I would fill in the card number and send in the information for him. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because they missed the connecting flight when the first flight was delayed. I apologized to the passenger and advised them to speak with representation from the original flight that was delayed. I informed the passenger that they may be compensated with a hotel voucher. The customer left happy, saying “Thanks for the information.”
Comments:
A traveler was upset because he left his black back pack on a train. As I was walking down the platform to go on my break, I saw a bag on the seat. The doors were closing and since I was not allowed to touch unattended bags, I jumped off the train before the doors closed. While I was exiting the train a male passenger was running down the platform frantically saying, “He left his bag on the train.” I got a description of the bag from him and told him I would call the agent at the next station to retrieve his bag. After a few attempts I was able to get the agent and told him to retrieve the bag from the train. The customer asked me my name, and then left happy, saying “I’m very happy and grateful my bag was recovered.”
Comments:
A traveler was upset because the ticket vending machine at the Howard Beach Station took his money. I explained to the passenger the policies and procedures regarding TVM machines not dispensing MetroCards when money is collected. I also showed the customer how to redeem their money back. The passenger accepted my explanation and understood the circumstances. The customers left happy, saying “Thanks to me.”
Comments:
A traveler was upset because the person who was going to pick them up did not arrive and they didn’t know how to get to their destination. I used one of my resiliency strengths that I been taught to help the passenger. I explained to her how to use the AirTrain system, subway system, and the information stations. The customers left happy, saying “Thanks from my heart.”
Comments:
A traveler was upset because she couldn’t find the location of her airline when viewing the AirTrain directory, if the flight is operated by a different airline. This delays me in arriving to the terminal on time. I advised her that I would see what could be done about having these flight listed. However, there are customer service representatives who can better guide you or give you the information you need. I agree that flights operated by other airlines should be listed, or an easier way of finding out your airline and its location. Remember we do care about your feedback. The customers left happy, saying “Thanks! I like it that you listened to me.”
Comments:
Some travelers were upset because the AirTrain had stop shuttling from Terminal 1 thru Terminal 7. I advised them that sometimes we have manual train movements and, when this happens, all automated trains will stop their movements as a safety precaution. This is to ensure there are no accidents. The customers left happy, saying “At least they are thinking of our safety. Thanks AirTrain personnel.
Comments:
A traveler was upset because he came to Jamaica Station looking for Long Term Parking. I told him to take the AirTrain to Federal Circle and make sure you transfer to the Howard Beach line. Then get off at Lefferts Blvd, and Long Term Parking is downstairs. The customer left happy, saying “I thank you for the help.”
Comments:
A traveler was upset because the inner loop train didn’t come by as often as she usual expects. I apologized and explained to her that there weren’t as many trains on the inner loop track for that specific day. The customer left happy, saying “Thank you for explaining it to me.”
Comments:
A traveler was upset because she had to stay overnight in the airport to wait for her flight the next morning and didn’t know where to go. I told her what terminal she could go to if she wanted to sit down, relax, look around, and have some coffee before her flight. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because he took the wrong train and was on his way out of the airport. He wanted to go the terminals. I explained how the system works and where to look for AirTrain information. The customer left happy, saying “Thank you, next time I know what to do.”
Comments:
A traveler was upset because she could not speak English and didn’t understand where to go. I provided her with the airline list and AirTrain map. She then showed me the airline she needed. By showing her the maps she knew what train to take and where to get off at for the right track, all without speaking English. The customer left happy, saying “Thank you.” She knew how to say that.
Comments:
A traveler was upset because he had been back and forth throughout the system searching for his brown canvas shoulder bag. His shoes and other necessities for his travel were inside the bag. I had been aware that another agent was tagging a lost and found item at Terminal 5 with the same description. I informed the agent that I would be escorting the passenger to his location to retrieve the bag. The customer left happy, saying “Thank you so much. You’re the best.”
Comments:
A traveler was upset because he was separated from his wife while boarding the train at an earlier station. I contacted Operations to see if they had been contacted for help. They were then able to locate her using the public announcement system. The customer left happy, saying “Thank you so much.”
Comments:
A traveler was upset because he was unable to locate where he had parked his car several days ago. I studied his parking stub and came to the conclusion he had parked in Long Term Parking. I then gave him directions on how he could reach the Long Term Parking Station. The customer left happy, saying “Thank you, I’m glad you are here.”
Comments:
A traveler was upset because she spoke broken English and was hard to understand. While talking to her I found out that she spoke Chinese. I asked a few passengers on the platform did they speak or know anyone who speaks Chinese. A gentleman went to get someone. He came back with a Chinese speaking man. She wanted to know which Terminal to go to because she had an early morning flight. After escorting her to Terminal 3, in broken English she said, “Thank you.”
Comments:
A traveler was upset because he lost his cell phone. I was on my break and seen a man looking around with a lost look. I approached him to find out what wrong. He then informed me that he lost his cell phone. I let him use my phone to call his phone. A woman answered the phone explaining that she found the phone on the train. I escorted him to her at Terminal 4. She gave him his phone. The customer left happy, saying “I’m glad you noticed me. Thank you very much. My life is in this phone.”
Comments:
A traveler was upset because he lost his keys on the train. He was rushing to be on time for work. I heard my co-worker say that he found a set of keys. I radioed him back to inform him that I had someone hear saying he lost his keys. I sent him to my co-worker to see if those where his keys. An hour later the customer came back to me and said, “Thank you very much.”
Comments:
A traveler was upset because she didn’t know which train to take. I asked her where she wanted to go. Once she told me, I then directed her to the right subway. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because she wanted to go to Howard Beach Station from Federal Circle. She stated she gotten on the wrong AirTrain, and went to Jamaica Station then back to Federal Circle. I explained to the passenger that there are two different AirTrain destinations that leave from Federal Circle. I told her to watch the monitors above the door to make sure she got on a Howard Beach train. A Jamaica train arrived at Federal Circle, and I noticed that the passenger was not on the platform. I searched both train cars and found the traveler on the wrong train. I directed her off the vehicle. I stood by with the passenger until a Howard Beach train arrived so I could put the passenger on board. The customer left happy, saying “Thank you.” I told the customer that she was welcome.
Comments:
A traveler was upset because he wasn’t sure if he would be able to make his LIRR train. Two Howard Beach trains had past the AirTrain station and the passenger information display indicated that a third train would be next. I advised the passenger to hold on while I inquire about the Jamaica train, after I questioned him on what time he needed to be at Jamaica. I contacted Operations to check on what time the Jamaica train would arrive and if the passenger would make it to the LIRR on time. As it turns out the Jamaica train was not that far behind and he would make his LIRR train. The customer left happily in a rush, saying “Thank you.”
Comments:
A traveler was upset because he has been working in the airport for some time and the AirTrain is always slow or having problems. As the passenger expressed to me after a long day at work, he would like to go home. I used my adaptation skill and told the passenger that I understand how he feels. But at the same time if you’re leaving work after twelve every transportation system slows down at that time. Since there are fewer passenger at this time work is being done on the tracks for everyone’s safety that rides the trains. The customer left happy, saying “I understand and will take that into consideration from here on in. But, sometimes a better schedule needs to be worked out. Thank you.”
Comments:
A traveler was worried because he forgot his camera case in one of the trains. I got on the train, spotted the camera, and picked it up. Since I was told to disembark that vehicle and ride a train to Jamaica, I carried the case with me. Surely enough on my way back from Jamaica a call came over the radio. A passenger was looking for that camera case. I asked for a brief description of the case since it was only reported as a black case. I did acknowledge that I had the black camera case in my possession found on an inner loop train in the CTA. Then I confirmed with my colleague that I would be arriving at Federal Circle soon with the case. I used my listening and communication skills to help out the passenger. I was attentive to my surroundings. I noticed the case and listened to hear if anyone was looking for it. The customer left happy, saying “Thank you fir recovering my case that fast. Great service!”
Comments:
A traveler was upset because he was waiting for the train over ten minutes while traveling to Jamaica Station. I used my understanding skills to let the passenger know that I understood how he feels, after traveling for so long he’s tired. But, at the same time I also explained to him that certain assignments have to be done at night in order to ensure that all the trains are safe. The customer left happy, saying “I understand, but passengers should be notified ahead of time.”
Comments:
A traveler was upset because they did not have change to purchase a MetroCard. It was after 10pm and the MetroCard agent was off duty. I advised the passenger that I would purchase the MetroCard from the MTA Booth. The customer left happy, saying “Thank you.”
Comments:
A non-English speaking traveler was upset because she was separated from her spouse. Even though I was due to be off duty shortly afterwards, ATA 131 and I made sure that the parties were re-united with the aid of Operations. The customer left happy and were grateful for our patient effort in helping their reconciliation.
Comments:
A traveling CCUSA student was upset because he didn’t have enough money to pay his fare at the hoard Beach Station. I suggested he use his MetroCard, with $2.50 left on it, and proceed to the next AirTrain Station, Lefferts Blvd. There he could take a NYC bus to his destination. The customer left happy, saying “Thanks for being helpful and understanding.”
Comments:
A traveler was upset because her unlimited MetroCard did not work. I explained that she needed to buy a separate AirTrain card. The customer left saying, “There need to be signs around.”
Comments:
A traveler was upset because he thought that the $7.25 MetroCard was for the entire day. I explained to the customer that the $7.25 MetroCard was only for one ride. He could purchase the $8.25 MetroCard which would be for the entire day, and a $5.00 card to exit the AirTrain system. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because money was taken at the TVM machine, but no MetroCard was dispersed. I wrote it on the log book and let the passenger out. The customer did have their receipt. The customer left happy, saying “Thank you.”
Comments:
A traveler was extremely upset and crying because she left her bag with her passport in it on the subway. She was here on vacation and on her way to the airport. I contacted the MTA agent at Howard Beach. At first the agent said there is nothing they can do. But after being a little pushy, I got them to call and contact one of their co-workers on that train. One of the cleaners found it and brought it back to the passenger at Howard Beach. The customer left happy, saying “Oh my God, you saved me” and then gave me a hi-five.
Employee:
Vladimir Myrthil
Comments:
A traveler was upset because he paid to come in to the station to ride the AirTrain , and he was upset he had to pay to leave. I told the passenger he was paying to ride the AirTrain to and from the airport. The traveler left a little upset.
Comments:
An elderly traveler was upset because she did not know how to work the TVM. I asked her if I can show her how to make her purchase. I then explained to her what she needed and how to purchase it. The traveler left happy, she was thankful for the help she received and was glad I was there to help her.
Comments:
A traveler was upset because he was running late to work. He was in a rush when he left his work keys aboard the train. I grab the keys off the train, called the keys in on the radio. The traveler came back looking for his keys at Terminal 4. ATA sent traveler to Terminal 5 to pick up keys. The traveler left happy, saying "Thank you so much. I thought I wouldn't see them again".
Employee:
Vladimir Myrthil
Comments:
A traveler was upset because TVM 8003 at Jamaica did not give a metrocard or return their money. Lucky for the customer this transaction was witnessed by a customer service rep and a receipt was printed out. I explained that I could let them out. The traveler left happy, "Thank you".
Comments:
A traveler was upset because he realized he left his envelope on the train when he reached Howard Beach. The envelope contained his passport and other vital documents. I radio to all agents to look out for his envelope on the Howard Beach train. An agent responded shortly stating he had the envelope. The traveler went to Howard Beach to retrieve his belongings. The traveler left happy, saying "Thank you very much for your quick action in securing my documents".
Comments:
A traveler was upset because they where lost in the AirTrain system. The customer wanted to get to Jamaica Station from Federal Circle. I shared system information and explained to them how to get to Jamaica. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because they lost their wallet at the Howard Beach Station. I found the wallet on the floor by the fare gate, and noticed the name. I found the customer on the A train platform and returned the wallet to them. The customer left happy, saying “Thank you very much.”
Comments:
A traveler was upset because she felt dizzy and needed water, but the store wasn’t open at the Howard Beach Station. I engaged the passenger, and gave her my sealed bottle of water. I asked her if she needed medical attention and she refused. I sat her down so she could relax and let it pass. The customer left happy, saying “If it wasn’t for me she would’ve been on a stretcher. She was very grateful because anyone else wouldn’t have offered.”
Comments:
A traveler was upset because they left their back pack on a Jamaica train. I contacted the Operations Center and learned that the bag was handed to the ATA at Jamaica Station. I then advised the passenger. The customer left happy, saying “Thanks for your help!”
Comments:
A traveler was upset because she lost her wallet and did not have any money. I told her to just leave me an ID and I will open the gate, you don’t have to worry about the AirTrain fare. The customer left happy, saying “Thank you for your help.”
Comments:
Travelers were upset because they were trying to go to Penn Station, and didn’t know what train to take. I told them to take the LIRR to 34th Street Penn Station, and there they can transfer to NJ transit. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because she was confused when her ticket read Delta. The passenger had about twenty minutes to catch her flight and spoke very little English. I was able to look at her ticket. I found out it was a Delta Airline ticket but, operated by Northwest Airlines. Even thought the terminal was different, I still got her on the right track to catch her flight. The customer left happy, saying “Thank you so much!”
Comments:
TSA customers were upset because they asked, “Why is the heat and air conditioning on at the same time on the trains?” Some trains have only heat on, but its summertime, how can this be? Imagine coming in from the heat outside only to be met with the heat on the trains inside. I replied, “I’m not sure why the heat would be on in the summertime on the trains, but I can ask the vehicles department if they have any knowledge of this situation. Perhaps, there is a good reason of which we don’t’ know about, I will look into this situation. The customer left happy, saying “Thanks for looking into things for us, we do appreciate it. Thanks!
Comments:
A traveler was upset because her set of keys was jammed into a moving walkway. I listened to her very carefully and did my best to calm her down. I reassured her that we will do our best to remove the keys for her. She became a bit calmer and let us handle the situation. We did retrieve the set of keys and she was relieved. The customer left happy, saying “Thank you”, and apologized as well for all the panicking.
Comments:
A traveler was upset because she had a lot of luggage and had been dropped off at the wrong Terminal for her airline. I apologized for the mistake and then proceeded to help her load her luggage onto the train. I escorted her to the right station for her flight. The customer left, happy, saying “Thank you very much.”
Comments:
A traveler was upset because his flight had been canceled and he didn’t know where he could find a hotel to stay. I informed him to go to Federal Circle where he could use the courtesy phone to contact the hotels to get a room. The customer left happy, saying “Thank you Steve.”
Comments:
Travelers were upset because they canceled their flight and they didn’t want to pay to exit at Jamaica. I explained to the passengers that the airline cancels flights on a daily basis, but they still have to pay for the transportation to and from the airport. The customer left happy, saying “Ok thanks.”
Comments:
A traveler was upset because she had picked up the wrong bag at Terminal 4. I first asked her what airline she came in on. I took her to baggage service at Terminal 4. They found her bag at baggage claim. The customer left happy, saying “Thank you so much.”
Comments:
A traveler was upset because she had a connecting flight at Terminal 2/3 and didn’t speak any English. I saw the passenger being helped by another Customer Service Representative. The customer still ended up from where she began at. Then I took her my self down to the ticketing counter. She really needed help getting where she had to go. The customer left happy, saying “Thank you” and we shook hands.
Employee:
Incentive Program
Comments:
Congratulations to our monthly winners - Kareem Allison and his supervisor, Shameeka Brown, of Air Train at JFK.
Pro Action is one of four resiliency strengths we talk about in Resiliency Edge class. Here (in the story below, Number 854) Kareem shows he took the training lesson to heart. Notice how he spotted lost luggage, then used his good pro active sense to help the customer get the luggage back in a timely way. See the story below for details, and again congratulations to Kareem and her "coach" Shameeka.
Story Num:854
Company:Bombardier
Employee:Kareem Allison
Name:Shameeka Brown
Comments:
A traveler was upset because she lost her luggage at the Howard Beach Station earlier in the day. I told the customer earlier in my shift that I was given an unattended luggage bag.
Instead of immediately tagging the item, I put the luggage in a secure place in case the customer realized they forgot their luggage. If I would have tagged the luggage, then the customer would have to wait and pick up the luggage from the Port Authority building.
The customer left happy, saying “Thank you very much.”
Comments:
A traveler was upset because he didn’t speak English well, but he had directions to follow. He needed to get on the Long Island Railroad to get to Montauk at Jamaica Station. I directed the passenger onto the next Jamaica train at Terminal 8. I asked any passenger on board if they where going to Jamaica and if so could they direct the passenger to AirTrain personnel. I radioed to the AirTrain personnel at Jamaica Station to assist the customer with getting the LIRR/ AirTrain MetroCard and direct him toward the LIRR. The customer didn’t say anything, rather just nodded his head. I told the customer to have a good day.
Comments:
A traveler was upset because she arrived at Howard Station and wanted to purchase an AirTrain 10 trip MetroCard. She thought the card could also be used on the subway or bus as well. I informed her that the MetroCard could not work on any other system. I suggested that she not use the card. I told her to mail in the card for a refund. The customer left happy, saying “Thank you!” She was still upset. She said the card choices were misleading. I understood her frustration and apologized to her.
Comments:
A deaf traveler was upset because he arrived at Jamaica Station and wanted to purchase a $5 MetroCard and a 7 day unlimited subway card that was not on the machine. I began writing to him to find out what purchase was needed. I explained that the purchase could be made, but not all at the MetroCard machine. We went through the process together. The customer left happy, saying “Thank you!” He appreciated the attention I showed him. Although we were unable to speak though voice, the pen became our common ground for communication, as well as, eye and hand gestures.
Comments:
A traveler was upset because he did no know how to get to his final destination in Brooklyn. I advised him to call his friends in Brooklyn, and told him that he can use my cellular to make the call. Once he knew which train to take it was easy for me to show him on the subway map where to go. The customer left happy, saying “Thank you for your help.”
Comments:
A traveler was upset because she lost her luggage at the Howard Beach Station earlier in the day. I told the customer earlier in my shift that I was given an unattended luggage bag. Instead of immediately tagging the item, I put the luggage in a secure place in case the customer realized they forgot their luggage. If I would have tagged the luggage, then the customer would have to wait and pick up the luggage from the Port Authority building. The customer left happy, saying “Thank you very much.”
Comments:
A traveler was upset because he was trying to get to Jamaica Station from Federal Circle and didn’t know what AirTrain to take. I noticed the passenger looking confused, so I asked him if he needed assistance. He said he needed a Jamaica train. I told the passenger that we have a maintenance assignment in place right now, so all trains going to and from Jamaica Station are running on the same platform. I told him I would direct him on the correct train to Jamaica. The customer left happy, saying “Thank you. I would have not been able to get to Jamaica.” I replied, “Your Welcome.”
Comments:
A traveler was upset because they left their bag on the train. I contacted Operations to check if anyone called about a lost bag. They advised me that ATA 142 had found a bag. I contacted the ATA who confirmed that the bag was at Terminal 5. I sent the passenger to Terminal 5 to meet up with the ATA and reunite him with his bag. The customer left happy, saying “Thanks for your help.”
Comments:
An employee was involved in a safety incident and was advised to get prescription safety glasses. He submitted the request and was given a sample frame and forms to bring to the eye doctor to have filled out. The employee then gave me, his supervisor, the forms and I gave it to the manager of the responsible safety person. A few weeks passed and the employee was concerned that he didn’t receive his safety glasses. I felt that the employee had a valid concern and as a member of management we “dropped the ball.” The safety concern was promoted and reinforced by management and all of the right steps were taken by the employee. He took the forms with sample frames to his eye doctor and completed his part of the process. Bottom line was that enough time had passed and he still had not received his glasses. While he was waiting for several weeks he had observed another employee get a pair of prescription safety glasses. This made his concerns heighten. I listened to his problem. I calmed him down by agreeing that this was a problem. I promised to check into and see what happened to his application. I got support from other members of management to hunt down the lost application and to re-submit it. I followed up with all information on the process until the glasses arrived for the employee. He was on his day off when they came, I called him at home to let him know that his glasses had arrived and we agrees on a location for me to put the until his next work day. The employee said, “Thank you, I felt like nobody cared.”
Comments:
A traveler was upset because his wife needed a wheelchair when she got off the train at Jamaica. I confirmed with the Operations Center, that we do not have wheelchair access at Jamaica. I asked the passenger if he wanted PAPD assistance, he replied “no.” I would have wanted someone to help me or a family member in that situation. The customer left happy, saying “Thank you so much.” He was pulling luggage while his wife appeared very weak and frail. She was slowly walking towards the faregates. I told him let me help with your luggage, and your wife could hold on to you. Although we took our time, they still had quite a walk over to the LIRR. I assisted them to the LIRR side. The customers left happy, saying “Thank you so much for your help.”
Comments:
A traveler was upset because her cell phone was not working on the Jamaica platform. Her mother was flying overseas, and had her cell phone in her bag. She tried to call; unfortunately the phone was not working. I engaged with the passenger, and put myself in her place. I left her use my phone to make her call. The customer left happy, saying “God bless you.”
Comments:
Travelers were upset because they didn’t know they were on the wrong train for Long Term Parking. The passengers were on a Jamaica train looking confused and not knowing who to ask for assistance. I proactively boarded the train and asked did they need assistance. They stated they needed to go to Long Term Parking. I guided them off the Jamaica train and onto the next Howard Beach bound train toward Long Term Parking. The customers left happy, saying “Thank you, and have a good day.” I replied, “Your welcome, and you do the same.”
Comments:
A traveler was upset because his flight arrived late and he was concerned about getting to Newark Station in New Jersey. I advised the passenger to take the Long Island Railroad in to Penn Station and provided him with the departure time. Once at Penn Station he would be able to board a NJ Transit train to Newark. The customer left happy, saying “Thank you for all your help.”
Comments:
A traveler was upset because he forgot his case. The case had all his medicine and important papers. He thought he left it aboard a train and hoped that no one had taken it off the train out of the system. I asked the passenger about how long ago, and he said five or ten minutes. I called the ATA in the CTA to check incoming Jamaica trains, but the case was already in route to Jamaica Station. The ATA took the case off the train when it arrived. The customer left happy, saying “Thank you so much for helping me. I work for the Red Cross and although I travel all over, I never lost a bag.” I told him not to worry we would find the bag/case for him.
Comments:
Travelers were upset because they sat on the AirTrain for over forty minutes. Then they were told to take a bus at the Terminal, only to learn that there was no bus. The customers became very upset having to walk back and forth from the JetBlue Terminal to the AirTrain platform. One customer said, “Do you have any idea how long the walk is?” I agree, that new tactics need to be put into place when there are delays within the AirTrain system. However, we sometimes experience technical difficulties. I will speak to the upper management team to see if perhaps the bus bridges can be implemented a littler earlier rather than later, to shorten the delays. The passengers left happy, saying “Just know that some of us are upset because this means we’ll be late for work. Some of us will miss our very expensive air flights. But, thanks for talking to me anyway.”
Comments:
A traveler was upset because he missed his flight at Terminal 1 and didn’t know where to go to pass the time. I told him that he can go to Terminal 4 for something to eat and drink. The customer left happy, saying “Thank you sir.”
Comments:
A traveler was upset because he arrived at Kennedy Airport instead of LaGuardia Airport. He was carrying two heavy suitcases, therefore I advised him to take a taxi at Terminal 4. I explained to him that the trip should take about thirty minutes. The customer left happy, saying “Thank you.”
Comments:
An international couple was upset because they misplaced their bag containing their passports and other documents. They could have possibly left it on the platform or train. A passenger presented a bag to me that she had found on the train. It was the same lost bag. I met up with the international couple to retain their bag. They were very happy and started to cry. I advised them that an honest passenger had turned in their bag. The customers left happy, saying “Thank you so much for all your help.”
Comments:
A traveler was upset because she didn’t speak English and couldn’t understand the train or station announcements to determine which train she needed to take. She only spoke Arabic. I helped the passenger find her train in Arabic. The customer left happy, saying “Thank you so much and God bless you”, in Arabic.
Comments:
A traveler was upset because he arrived at the Airport a day early. I had to explain to him that the exit is a charge, as well as, the correct day that he needed to travel. I helped him buy a reduced ticket that would work for both exit and entry. The customer left happy, saying “Thank you!” He appreciated the money saving idea as well.
Comments:
A French couple was upset because they had arrived at Howard Beach and their MetroCard did not work. They were already late for their flight. I suggested that they go to the ATM machine across the street. I apologized for not being able to allow them entry due to our policy. The customers left happy, saying “Thank you!” They were not pleased, but understood the situation.
Comments:
A traveler was upset because they were trying to go to Terminal 1 and had taken the AirTrain to Federal Circle. I told them to take the elevator up one floor and then take the next train one stop to Terminal 1. The customer left happy, saying “Thank you sir.”
Comments:
A traveler was upset because he wanted to catch a flight to Denver but, the Airline he wanted to use was booked solid. I let him know of other Airlines he might be able to fly. I gave him a map of the AirTrain with all the Terminals and with instructions on how to get around the Airport. I told him to go to Terminal 3 for Delta, Terminal 5 for JetBlue, and Terminal 8 for American. The customer left happy, saying “Thank you, this is a very big Airport and I would have been lost without your help.”
Comments:
A traveler was upset because he, along with his wife and son, just got off a Howard Beach train at Terminal 4 and his son realized that he had forgotten his book bag on one of the Inner-loop trains. The bag contained his Nintendo, along with several hundreds of dollars of software. I checked all the Inner-loop trains, and there was nothing. The family left Terminal 4 with the young boy in tears. A short time later an employee from American Airlines handed me the bag the boy had lost. I called the Operations Center and had them make an announcement on the train that I believed the family was on. They heard it. The customers left happy, saying “My son was broken hearted and I just spent all of our money on our trip. It would have been a long time before I could have replaced the games that he’s so crazy about.” The man wanted to give me something for my help, I told him no, it made my day just to see another happy ending.”
Comments:
A traveler was upset because they were unable to figure out how to distinguish between Howard Beach and Jamaica bound trains. I directed the passenger’s attention toward the display and explained it would indicate Jamaica in red letters and Howard Beach in green letters. The customer left happy, saying “Thank you very much.”
Comments:
A traveler was leaving the AirTrain and waiting for her subway train when she dropped her JFK ID without knowing it had fallen. I picked it up from the floor and looked at the picture. Putting the face on the ID together with the woman waiting, I gave her the JFK ID. The customer left happy, saying “Thanks. I didn’t even know it was missing. When I got to work tomorrow I would have been in big trouble.”
Comments:
A traveler was upset because their wheelchair got stuck in between the barriers at the faregate. I opened the faregate so he could back up, and then reopened the ADA faregate. The customer left happy, saying “Thanks, but the gates should be marked clearer.”
Comments:
A traveler was upset because his bag got stuck in the faregate. I told him not to worry we can open the gate and get your bag through. The customer left happy, saying “Thanks, it would have been a long trip without any clothes.”
Comments:
A traveler was upset because the A Train was not in service and he needed to get to Manhattan. I told him he could go back on the AirTrain and go to the Jamaica Station. At Jamaica Station he could get the E Train to Manhattan. The customer left happy, saying “Thanks, I didn’t want to stand around and wait for the A Train to work. Who knows when it will work again?”
Comments:
A traveler was upset because he didn’t know where exactly to go and meet his party that was coming from Jamaica. Someone alerted PAPD regarding a disturbed passenger. I met with the passenger and spoke to him, while he was also being assisted by PAPD. I listened to him and was able to calm him down. After gathering all the information, I directed him to the right location. I also communicated with my colleagues to make sure he got off at the right Terminal. The customer left happy, saying “Thank you for all your help.”
Comments:
A traveler was upset because she left her purse that had money and other important documents on the Inner-loop train. I got on the Inner-loop train to look for her purse and I surely found it. The passenger was at Terminal 8 with my co-worker. I advised him that I was in possession of the purse, so the passenger can maker her way to Terminal 2/3. The customer left happy, saying “I don’t know how to thank you enough. I was two seconds away from crying.”
Comments:
A traveler was upset because she lost her kids on the train. I met up with the kids at Terminal 8, and then I called Operations to let them know I found the children. The customer left happy, saying “Thank you for finding my kids. I appreciate that very much.”
Comments:
A traveler was upset because they lost their phone. I called over the radio to let everyone know that I had the phone. The customer left happy, saying “Thank you for your help and being there at the right time.”
Comments:
Travelers were upset because they didn’t know their directions to the hotel in Manhattan. I showed them a map of the subway to match their hotel address. The customers left happy, saying “Thank you for the directions and you are a very nice kind person.”
Comments:
A traveler was upset because his luggage was trapped on the AirTrain at Federal Circle. The passenger was frantic as the train departed the station. I alerted my Supervisor, Vladimir, who had exited the very same vehicle. Together, with the help of ATA # 128, we were able to reunite the passenger with all misplaced belongings. The customer left happy, saying “You and your crew are outstanding service agents, you really made my day.”
Comments:
A traveler was upset because she left her laptop aboard a Jamaica train. I notified Operations of the matter, and together we were able to resolve the issue by locating it on the very next train. The customer left happy, saying “Thanks so much.”
Comments:
A traveler was upset because he was unsure as to the fastest way to reach his destination in Manhattan. I ascertained his exact destination and used a map to illustrate to the passenger the best route to get there. The customer left happy, saying “Thank you.” The passenger returned a few hours later saying, “That worked out perfectly, thank you very much for your help.”
Comments:
A traveler was upset because she was at the Howard Beach Station and needed to get to the Jamaica Station. She spoke little to no English and was very confused. Since I was about to proceed to Federal Circle, I was able to escort the passenger and assist her in boarding the Jamaica train. The customer left happy, saying “Thank you sir.”
Comments:
Travelers were upset because they missed their flight and needed to exit at Jamaica Station, but did not have an AirTrain exit MetroCard. I solved the dilemma by knowing I had a MetroCard left behind two days prior. I proceeded to allow the couple to exit successfully. The customers left happy, saying “Thank you for your generosity and gratuity.”
Comments:
A fellow airport employee approached me with a non – English speaking passenger in need of assistance. I looked over the passenger’s paperwork and confirmed that the passenger was traveling on Air China. Utilizing hand gestures and key words like Air China, I assured the passenger that I would escort him to the right place. The customer left happy, saying “Thank you, thank you, thank you, as he left smiling to join the check–in line.”
Comments:
A traveler was upset because the TVM machine failed to add value or return his money. I advised the passenger that the refund process was simple. I provided him with the appropriate form and a brief overview on how to fill it out. The customer left happy, saying “Thanks.” He couldn’t afford to loose money.
Comments:
A traveler was upset because she traveled around the AirTrain system on the Howard Beach line twice while trying to get to Jamaica Station. I advised her that Howard Beach and Jamaica are two different trains. I further explained what key indicator will help her to tell the difference between the two lines. I waited with the passenger until she boarded the Jamaica Train. The customer left happy, saying “Thanks for the lesson.” We shared a brief laugh before the train departed.
Comments:
A traveler was upset because he felt he was poorly informed when he purchased his MetroCards. I inquired how much traveling and how long he would be visiting the city. I also suggested how he could best utilize his purchase and how to refund the unused MetroCards. The customer left happy, saying “Thank you. I feel a lot more confident about my purchase.”
Comments:
A traveler was upset because he was back at Federal Circle for a second time. I asked the passenger if he needed help, he said he was trying to get to Atlantic Avenue and Flatbush Avenue. He was told by another employee to leave from Howard Beach, and go to Jamaica Station to take the LIRR to Atlantic and Flatbush. I gave the passenger both options with regards to traveling on the AirTrain. He did not want to pay $5 for the AirTrain. I advised him he could go to Terminal 4 and catch the B15 bus to New Lot Avenue, and then transfer to the #3 subway. The customer left happy, saying “Thank you.” I told him he was welcome and to have a good day.
Comments:
A traveler was upset because they left their laptop bag on the platform at Jamaica and it contained: all their traveling papers, information, and money. I got the bag off the platform and called over the radio to communicate that I found the bag. The ATA at the next stop, Federal Circle, responded that the passenger was there and would be sent to me to retrieve the bag. The customer left happy, saying “Thank you so much, we almost had to cancel our vacation if we didn’t find our bag.”
Comments:
A traveler was upset because he had to catch a train at Penn Station to go upstate and if he missed that train he would have to wait for another train the next day. I told him to get on the next Jamaica train and catch the first train on the LIRR going to Penn Station. I explained to him, that was his best chance to catch that train. The customer left happy, saying “I would have had no idea how to do this without your help. Thank you, you saved the day for me.”
Comments:
A traveler was upset because she had gotten off the train at Howard Beach and remembered that she had left one of her bags on the platform seats at Terminal 8. I called over the radio to the AirTrain Agent covering Terminal 8 to check to see if the bag was still on the seats. The AirTrain Agent quickly went from Terminal 7 to Terminal 8 and recovered the bag. The customer left happy, saying “I had presents for everyone in that bag and it would have spoiled my trip home if you didn’t find it. Thank you so much.”
Comments:
A traveler was upset because the price of her LIRR tickets was so expensive. I helped the passenger by showing her the correct LIRR ticket to purchase at the TVM machine. Being that it was off peak and she was a senior citizen, she could get a discounted price. The customer left happy, saying “Thank you so much, I would have never known without your help.”
Comments:
A traveler was upset because she purchased a $25 ten trip MetroCard, and only used it four times. Her card had already expired back in April and she wanted to get a refund for the unused rides. I explained to the passenger that the screen explains the time life on a card. I also advised her that the ten trip card offers passenger ten rides at half the price. After all the explaining, the passenger understood she had purchased the wrong card for her needs. The customer left happy, saying “Thank you explaining the difference in cards and felt better knowing she had not lost any money.”
Comments:
A traveler was upset because she purchased a ten trip MetroCard, believing the card could also be used on the NYC subway system. I suggested that she purchase a new MetroCard to exit the AirTrain system. I told her that it would best not to activate the MetroCard. The best thing to do is to submit the card for a refund. The customer left happy, saying “Thank you!” She also apologized for not taking the offer of help when I extended it. This would have prevented the initial error.”
Comments:
A traveler was upset because their flight got cancelled and they had to pay to exit at Jamaica Station. I was very understanding, I explained to the passengers that what happens with the Airline, doesn’t affect the AirTrain. The passenger still requested to speak to a supervisor. I called CSS Wade, who told me that the passengers still have to pay to exit the system. The customer left happy, saying “Thank you for at least making the call.”
Comments:
A traveler was upset because her daughter and her luggage were on the AirTrain, and she wasn’t. I radioed my co-worker and told him of the situation. He responded by getting on the train at the next terminal to reunite mother, daughter, and luggage. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because she was late for her flight and couldn’t find her Airlines. I directed her to the proper AirTrain that would get her to the Airline she needed. The customer left happy, saying “I’m so glad you are here.”
Comments:
A traveler was upset because they didn’t understand how to insert the MetroCard into the faregate slot, even with the directions posted. I physically showed the customer how to insert the card. The customer left happy, saying “Thank you, glad you guys are here.”
Comments:
A traveler was upset because he left his computer aboard a Jamaica bound AirTrain. I alerted the Operations Center of the status of said AirTrain, and was able to find the bag with the computer inside. The customer left happy, saying “Much appreciations to you and your company.”
Comments:
A traveler ran over to me frantic because she lost her black tote bag containing her job laptop. I used my communication and listening skills to immediately respond to her needs. I alerted ATAs and Operation Center, by radio, to start searching for her lost bag. Her bag was found at Terminal 4. The customer left expressing her gratitude, saying “Due to the recession she could not afford to replace it with another one.”
Comments:
A traveler was upset because she’d been separated from her parents inadvertently by the AirTrain. I used the description given by Operations to find the missing passenger. The passenger was found by me and with coordination from another agent, the union was re-established. The customer left happy, saying “Thank you for your kindness and patience.”
Employee:
Incentive Program
Comments:
Congratulations to Natasha St. Laurent, an Air Train employee, and to her supervisor, Myrna Perez, for demonstrating outstanding customer service leadership to win this month's "Resiliency Edge" award.
Below, in story number 795, Natasha shows how she applied her "pro action" skills from Resiliency Edge training to help a distressed traveler reclaim her computer. It's Natasha's quick thinking and follow through that turned the upset traveler into a satisfied JFK customer.
Thank you, Natasha, for great work - and thank you, Myrna, for supporting all your employees to do their best. Read the full story below:
Story Number 795
Name. Natasha St. Laurent
Supervisor: Myrna Perez
Comments:
A traveler was frantic because she lost her tote bag that contained her laptop. As I was monitoring my radio I heard ATA call another agent to check a Jamaica train with the bag description. I used my listening and communication skills and took it upon myself to start searching the Jamaica train as well. Surely enough I found the bag on a Jamaica train. I communicated with the agent that I have the bag in my possession. The passenger was sent to me. The customer left happy, saying “She couldn’t thank me enough for locating her bag. I saved her a lot of money and grief.”
Comments:
A traveler was upset because she wanted to go to Brooklyn and spend the day, but didn’t know where she should go. Her flight was leaving out at 9:40 PM, so she had approximately 12 hours to spare. I engaged the passenger and used my knowledge of Brooklyn suggest a location. I gave her a couple of options with directions. The passenger decided to go to the Botanic Garden near Prospect Park. The customer left happy, saying “Thank you and I hope I don’t get lost.” I responded, “Your welcome and you won’t get lost if you follow those directions.”
Comments:
A traveler was upset because he needed a hotel that was located in Long Island. The passenger didn’t know how to get to his hotel. I told him to go back to Delta Terminal 2-3 and have them call the hotel for a shuttle bus. The customer left happy, saying “Thank you sir.”
Comments:
A traveler was upset because he had to pay his fare to come into the system. He had an unlimited MetroCard which didn’t work. He was using very abusive language. I used my professional skills to remain calm and request for additional back up. The customer left upset because he didn’t like the end result of the situation. He ended up paying his fare with the presence of PAPD.
Comments:
A traveler was upset because he could not understand English and needed to get to Terminal 5 for a JetBlue flight. I used the AirTrain brochure and system map to illustrate his route. After all else failed, I obtained permission and escorted him by train to his terminal. The customer nodded his head in appreciation.
Comments:
A traveler was upset because her flight had been cancelled after being three hours delayed. I assured the passenger of the dangerous weather conditions, thunder storms. I reminded her of the past few incidents that included planes and bad weather conditions. The customer left happy, saying “Thank you from my heart.”
Comments:
A traveler was upset because she didn’t speak English and she only knows sign language. While looking for help, commuters and employees just ignored her. I used one of my resiliency strengths of sign language to help her. I provided her with directions and information about the AirTrain. The customer left happy, saying “Thank you from my heart.”
Comments:
A traveler was frantic because she lost her tote bag that contained her laptop. As I was monitoring my radio I heard ATA call another agent to check a Jamaica train with the bag description. I used my listening and communication skills and took it upon myself to start searching the Jamaica train as well. Surely enough I found the bag on a Jamaica train. I communicated with the agent that I have the bag in my possession. The passenger was sent to me. The customer left happy, saying “She couldn’t thank me enough for locating her bag. I saved her a lot of money and grief.”
Comments:
A traveler was confused because they didn’t know which card to purchase and how to get to his final destination. I explained their options and which one I thought would be more cost effective for them. They agreed. Then I took them to the map and showed them step by step how to get to their destination. The customer left happy, saying “Thank you so much, and offered to give me a $5 tip, but I refused. He asked are you sure? I said yes, but thank you anway.”
Comments:
A traveler was upset because she was running late for her flight with JetBlue and the AirTrain was not coming fast enough. I told the passenger that in the future she should be at the airport two hours in advance, so that it would not happen again. Furthermore, I P-Telled Operations for the next train arrival and let the passenger know that the train would be at the location in two minutes. The customer left happy, saying “That I had been a great help to her and it was very good that I was on the platform to help her out.”
Comments:
Travelers were upset because his teammates and coaching staff got separated at Federal Circle. I was on the platform and noticed him getting left behind, due to the doors closing on him. I radioed to Operations and notified the ATA at Terminal 4, JetBlue. ATA sent the coach back to Federal Circle and they were reunited. The customers left happy, saying “Thank you for your fast acting. The child said I was a cool dude. Both agreed that if they hadn’t been reunited sooner, they would have missed the flight.”
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