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 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.”
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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.”
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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.”
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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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A traveler was upset because the child’s backpack was left behind Terminal 4. I was observant and acknowledge that she was in route to Federal Circle with two children. I radioed ATA with description of passengers and backpack, then requested for them to be routed back to retrieve it. The customer left happy, saying “I was kind and very alert, and she wished her children were as responsible as me.”
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A traveler was upset because he mistakenly left his backpack on the AirTrain and thought he would miss his flight. I was proactive and alerted Operations to communicate to all agents the description of the lost bag. After checking the approaching Jamaica Station bound train, the backpack was found left on the seat. The customer left happy, saying “The supervisor who brought the bag was very professional. I made my flight with ten minutes to spare.”
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A traveler was upset because he left his I Phone aboard a Jamaica train. I was proactive, an ATA called over the radio to check the next Jamaica train pulling into Federal Circle. When the train arrived into the station, I found the phone on the seat, and reunited the passenger with his phone. The customer left happy, saying “Thank you. I really thought I lost it and wouldn’t see it again.”
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A traveler was upset because he said theres no where in this airport that states how to get back to long term parking. I explained to him that I can’t answer for the rest of the airport, but I can show him where on the AirTrain platform he can find that information. I walked him over to the information box on the platform and showed him the AirTrain map with the breakdown. I also explained to him that the train also makes announcements where they’re going each stop it makes. The customer left happy, saying “Thank you so much for taking the time to explain. He also apologized for his behavior, stating that he had a long flight.”
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A traveler was upset because their car was towed. I explained to the customer that at airports they can never leave their car unattended. I told the customer to take the shuttle at Federal Circle to the pound, to pick up their car. The traveler left happy, saying “Thank you, I’ll put it in the lot next time.”
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A traveller was upset because they dropped there show on the guide way. I observed an ATA proceed to the LCP panel to retrieve a visibility vest, his flashlight, and a clearance pad. With communication, the ATA took clearance and retrieved the shoe. The customer left happy, saying “Thank you, I hugged and kissed him on the cheek.”
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A traveler was upset because she was unable to locate her airline terminal. I spotted this young French, whose command of the English language was limited. She was visibly upset at her inability to decipher the information board. As I approached her, she uttered some words in her native tongue. Well aware of the challenges that lied ahead, I was fully determined to resolve this issue and get her to her final destination. I used an alternative approach to overcome the language barrier. Through body language, hand movements, and various gestures, I was able to figure out where she needed to go. At this point, I escorted the passenger to her terminal of departure. The customer left happy, saying “Au revoir.” We laughed.
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Travelers were upset because when the couple arrived at Federal Circle to rent a car, no rental car company had any vehicles available. Couple explained they had to attend a very important function in Long Island. They asked for the nearest rental car company. I explained to them that they could take the AirTrain to Jamaica Station and catch the Long Island Railroad nearest to their destination. They could also catch a cab from there. I told them that it was Friday afternoon, the highways were packed with rush hour traffic and driving might not be your best option. The customers left happy, saying “They would try my suggestion since it made sense and they would be saving money.”
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A blind traveler arrived at Jamaica Station wanting to go to the Airport. He was in hurry. I offered to escort him to the Jamaica platform area. He accepted the offer. The passenger walked so fast, though he was blind. I told him to slow down many times in fear that he would bump into someone. We both laughed at his speed. I told him that I felt as though he escorted me to the platform and not the other way around.
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Travelers were upset because they used the wrong exit at the Howard Beach Station. They purchased a $10 MetroCard, with the intention of purchasing a seven day MetroCard. They spent $7.25 of the $10 MetroCard while using the wrong exit. I suggested that she added more money to pay for the $5 exit. Since her husband was already in the subway, I advised that she only purchase one seven day MetroCard. She would have to purchase the second card the next day. The traveler left happy, saying “Thank you.” She apologized for not understanding the first instructions. To be safe, I walked her though the entire transaction the second time.
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A traveler was upset, confused, and lost. She began to sob because she didn’t want to miss her flight on AirTran Airlines. I engaged the passenger and asked where she was trying to go. Initially, she said she needed AirTrain, but upon further investigation I discovered the passenger wanted to go to AirTran Airlines. She was mistakenly dropped off at the wrong airport. The passenger should have been at LaGuardia Airport. The traveler left happy, saying “Thank you, after I directed her to ground transportation for the shuttle bus to LaGuardia Airport.
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Travelers were upset because the train doors were closing to fast for their large group. I told the group that they would need to use all available doors. I requested, on the radio, for the incoming train to keep the doors open, so they could board without being hit or having to hold the doors open. I advised Operation of where they would be getting off, so that they would delay the doors closing. The customer left happy, saying “Cheers.”
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A traveler was upset because he was going to miss his Long Island Railroad train if he didn’t arrive at Jamaica Station at a certain time. He LIRR train only stopped every hour. The passenger and I were at Terminal 1, so I was able to take him to Terminal 8 on the inter loop. He could take the next Jamaica train going out t Jamaica Station. The customer left happy, saying “Thank you.” He didn’t think he was going to make it, but the timing looked good.
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A traveler was upset because she didn’t speak English and she was completely lost. Because she couldn’t speak English, I just looked at her ticket information and found out that she needed to get to Sun Country Airlines. I had her get on the next train with me and we both made our way to Terminal 4. She was so nervous she didn’t try to speak a word. I was just happy to see her on her way safely.
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A traveler was upset because her young son was left behind on the platform at Terminal 8 as the family was trying to make their way to Terminal 7. When I noticed this happening I didn’t let the boy out of my sight. As soon as the next train came I took the boy over to Terminal 7 and reunited him with his mother. The traveler left happy, saying “Thank you so much, I thought I was going to have a heart attack when I saw the doors close before my son could get on the train. Thank you again for looking out for my son.”
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A traveler was upset because she had no change to get a one-way ticket for the AirTrain and subway. She was under the impression that we had change at the station. She didn’t have a credit card either. I explained to her that after the vendor leaves there is no change and no one sells subway cards. I took her information, id number, and name then let her through the faregates. The traveler left happy saying “Thank you. I’ll be back in about ten minutes.” Later she returned to pay her fare and I thanked her.
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A traveler was concerned because he left his bag that has a camera, GPS, and other personal items on a Howard Beach bound train. I became proactive, and quickly sent out and announcement to all AirTrain Units with a brief description of what to look for. I also looked on every Howard Beach Train at Terminal 5. I finally located the bag on board train 107, and then I verified that every item was there. The traveler left very happy and pleased a search was put in place. He thanked me for my assistance.
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A traveler was upset because the train had made the incorrect announcements causing him to miss his stop. I apologized to the passenger, explained that we were experiencing difficulties with the system, and instructed him on how he could get back to his stop. The customer left happy, saying “Have a good day.”
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A traveler was upset and confused because when she arrived at the Howard Beach Station she didn’t have correct directions to their destination, and spoke very little English. I was able to figure out the location by a few words that were written in English. I got her escorted to Jamaica Station to catch the E Train toward Flushing. The customer left happy, saying “Thank you sir.”
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A traveler was upset because we had only one train running between Terminal 1 and Terminal 8. I explained that we are having problems in the system and we are taking are of that problem. The customer left happy, saying “I’m glad you are here to explain to us the situation going on.”
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A traveler was upset because the signs throughout the AirTrain system don’t explain enough information for him to get around the system. I showed him the signs around the system explaining how to get to his destination. I also showed him the map of the information panel. The customer left happy, saying “I didn’t realize there was a map and other signs to help navigate around.”
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A traveler was upset because she couldn't find the arrival flight from the Dominican Republic at JetBlue. I explained to her that all arriving flights from the Dominican Republic were at Terminal 4, while all other JetBlue flights are at Terminal 5. The customer left happy, saying “Thank you. They should have signs and information letting us know. She had been riding around for a half an hour looking.”
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Travelers were upset because they were staying at the Best Western hotel in JFK not knowing they had to pay for the AirTrain to connect to the E Train everyday. They said, it was too much money for the five days they were visiting. I explained that they can purchase a ten trip AirTrain card, that is half the price, and get a separate seven day Metrocard. The customers left happy, saying “They were so glad to have spoken with me, I saved them a bundle.”
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A traveler was upset because he didn’t know what to do to exit the AirTrain system. He also needed to directions to Upstate New York. I helped him get his tickets for the AirTrain and subway. I also wrote down step by step directions for him to get to his location. The customer left happy, saying “You’re wonderful.”
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A traveler was upset because he lost his back pack and he didn’t know where he had lost it. He was from South America and his passport was in the back pack. I called over the O&M radio to all AirTrain agents to be on the look out for a black back pack. The ATA 122 at Federal Circle had found the back pack. The customer left happy, saying “Thank you God bless.”
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A traveler was upset because he lost an envelope containing an undisclosed amount of cash. I searched the area in question, Terminal 8. Fortunately, in elevator # 2, I found the item in question. The customer left happy, saying “I’m forever grateful to you sir.”
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A traveler was upset because her sister booked her flight from LA to NY, but she was going to New Jersey. She was told to take the train to Penn Station, and she didn’t know what to do. We both laughed about it. I explained that it was no problem and that it would be painless and easy. I advised the passenger to that the AirTrain to Jamaica Station, Jamaica Station to the Long Island Railroad, and Long Island Railroad to Penn Station. At Penn Station she could find a train to NJ. The customer left happy, saying “Oh my God. I thank you. The next time I will book my own flight, and she will pay for my taxi to her place.”
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A traveler was upset because the AirTrain has made him late on three or more occasions with holds in the systems or problems with the display screen. I apologized for the inconvenience and informed him that sometimes unavoidable circumstances arise. I assured him that when a problem is apparent in the system, all that can be done is being done to regain operating status. The customer left happy, saying “Thanks, I’ll try to leave a little bit earlier.”
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A traveler was upset because the AirTrain has made him late on three or more occasions with holds in the systems or problems with the display screen. I apologized for the inconvenience and informed him that sometimes unavoidable circumstances arise. I assured him that when a problem is apparent in the system, all that can be done is being done to regain operating status. The customer left happy, saying “Thanks, I’ll try to leave a little bit earlier.”
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A traveler was upset because she didn’t know how to get to Terminals 5 from the ground level at Terminal 5/6. As an ATO was going to the crew room to grab paperwork for duty, he noticed a female passenger looking around with a confused look on her face. I engaged the passenger and asked did she need some assistance. The passenger said she wanted to get to JetBlue at Terminal 5, but didn’t know where to go to get around the fence blocking her path. The ATO informed the passenger to get to Terminal 5; she should take the elevator to level 3, and then walk across using the sky-walk, to get to JetBlue at Terminal 5. The customer left happy, saying “Thank you, the ATO replied your welcome.”
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A traveler was upset because she thought she was just hustled by the harassers in the Howard Beach Station. I took her Metrocard and checked it on the PAT machine to confirm that her remaining balance was correct, and it was. The customer left happy, saying “Thank you so much for taking the time out to check for me. I apologized and told her we were working on clearing those harassers from the Howard Beach Station.
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A traveler was upset because he had just arrived on an Air France flight and boarded the All Terminals train for a connection, when he left his carry on bag on the train. I sent out a transmission on the O&M radio for all the agents to be on the look out for the passenger’s bag. Then I checked all the inner loop trains for the bag, which we found on the third train. The customer left happy, saying “Thanks a million, as all his travel documents, a digital camera, and an ipod were in the bag. He was pleased to see that I gotten on all the trains to help him find his bag.”
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A traveler was upset because his car was towed by the Airport Police. He didn’t know how or where to retrieve his vehicle. I calmed the passenger down telling him that the issue would be resolved quickly. I then directed the passenger to the appropriate shuttle to the tow pound. The customer left happy, saying “Thank you very much for your help. I appreciate it.”
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A traveler was upset and confused because they spoke very little English, and was unable to figure out how to get to the appropriate terminal for her flight. I examined the passenger’s boarding pass and was able to determine that she needed Terminal 3. After getting permission, I escorted the passenger to Terminal 3 departure area. The customer left happy with a big smile telling me thank you.
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A French family was upset because they arrived at Howard Beach needing to go to New Jersey with a stop in Manhattan. They spoke very little English. I suggested that they purchase tickets to exit the AirTrain and for their trip into Manhattan. I also told them to check with New Jersey Transit to see if a commuter ticket was possible between Manhattan and New Jersey. The customers left happy, saying “Thank you. They asked me to tag along on their trip. We smiled and went our separate ways.”
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A traveler was upset because he lost his wallet between him coming through our system or at his destination. The passenger wanted to know if I would allow him passage to Building 269 to see if his wallet had been found. Since the passenger spoke Spanish, I asked another employee to translate for me. I did allow the passenger to enter, so he could go to see if his wallet had been found. The customer left happy, saying “ Thank you very much for your help.”
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A traveler was upset because we were conducting reduction and she missed an in-service train. The next two trains were coming out of service and she needed to get to work. I apologized for such inconvenience, and advised her that every morning between 7:30 – 8:30 she may run into this problem. I also made a general apology for the rest of the waiting passengers, and wished everyone a great day once the in-service train finally came. The customer left happy, saying “Thanks for understanding and I appreciate it. I’ll try to leave earlier tomorrow.
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A traveler was upset because she left her bag on broad a train. She quickly alerted my colleague who then reached out to the CTA. I became proactive, left my location when I received the call. Then I found out the exact location of the train, so I could meet up with it. When I arrived the train was approaching the platform. I located the bag and notified my colleague. Then she sent the passenger to me at Terminal 5. The customer left happy, saying “Thank you very much.”
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A traveler was upset because she arrived at Jamaica Station trying to get to a hostel in Manhattan. She had no idea where to go nor did she know how much this hostel would cost. I checked inside the booth for a hostel guide, however there was non to be found. I went over the other side and asked the CSR for one. She let me use it and I helped the passenger find a hostel. She thanked me for helping her and said she would look for me when she came back to go home.
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A traveler was upset because his credit card didn’t work to rent a car, but he needed to get to Delaware. The passenger stated he only had euros for cash. I told the passenger to first go to Terminal 1and go to Travelex, to exchange euros for USA currency. Then, take the AirTrain to Jamaica Station to catch the LIRR to Penn Station. There, he would be able to get an Amtrak train to Delaware using cash. The customer left happy, saying “Thank you.”
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A traveler was happy because she I took time to help her with our subway system. She was confused about ho to read the subway map. I explained the colors for each train line, and how to connect to different trains and stations. The customer left happy, saying “Thank you, and that she will study the map to see all of New York.”
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A traveler was upset because she did not want to pay another $5.00 to exit the AirTrain system. I advised the passenger how the AirTrain system worked and provided her with alternatives. The customer left upset, saying “Thank you.”
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A traveler was upset because he could not remember where he parked his car in long term parking. I explained how long term parking is setup at Lefferts and Howard Beach Stations. I also advised the passenger that buses were available to transport passenger around the entire lot. The customer left happy, saying “He remembered what kind of car he drove, so he should be okay. We shared a brief laugh before his train arrived.”
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A traveler was confused because her airline ticket indicated two different airlines. She could not figure our whether to go to Air France at Terminal 1 or Delta Airlines at Terminal 3. I advised her that her flight was on Delta Airlines. I showed her that although Air France is indicated on the ticket, she has to go to the Terminal of the operating carrier. Her ticker states flight operated by Delta Airlines. The customer left happy, saying “Thanks, she could not afford to miss her flight.”
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A traveler was upset because he got lost in the terminal and missed his connecting flight. I escorted the passenger to Delta’s recheck counter to assure he did not get lost again. The customer left happy, saying “He appreciated my assistance because he felt intimidated by the size of JFK Airport.”
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A traveler was upset because he did not know how to get to Brooklyn. He had the address but didn’t have any directions. I advised him to use my cellular phone to contact his friends in Brooklyn, so they could help him with directions. The customers left happy, saying “Thank you for your help.”
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A traveler was upset because they had parked their car at Terminal 4, and had to take the train to Terminal 5 to pick up their party. I explained to the passenger that the sign on JFK Expressway indicated that all international flights with JetBlue were at Terminal 4 and all domestic flights are at Terminal 5. The customers left happy, saying “Thank you, but they need to fix those signs.”
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A traveler was upset because she did not know how to buy her ticket to Huntington, Long Island. I used my communication and customer service skills. I directed her to the Long Island Railroad machine and assisted her step by step in buying her combination ticket for the AirTrain and Long Island Railroad. The customers left happy, saying “Thank you for being so helpful. I don’t know what I would have done if you weren’t here.”
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A traveler was upset because he was not aware that the terminal that his flight leaves out of was closed until 4am. The traveler was found sitting down on the cold floor at the Terminal 7 connector. I offered assistance by directing him to Terminal 4, were he could sit more comfortably and have a hot drink if he desires. He took my suggestion. I later saw him on his way to Terminal 7 with a smile on his face. The customers left happy, saying “Thank you, and I wish I was told of this service earlier in the night.”
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A passenger and family of three were upset because they didn’t know they would be charged $5.00 each to exit to the A Train. I offered an option to return to Terminal 4 or Lefferts Blvd., depending on where he was going to catch the bus, to avoid the $5.00 fee. The customer appreciated my offering an option, as he could not offered the $30.00 total fee for family to exit.
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A traveler was confused because he was at Howard Beach and needed to get to Astoria to meet a friend. I showed him on a map and explained that he needed to be at Jamaica Station, because it would be a shorter trip than Howard Beach. The customers left happy, saying “Thank you for your help.”
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A traveler was upset because she accidentally left her purse with her credit cards and money inside at Terminal 2/3. I notified OPS, with information given by passenger, as to possible location and train it could be on. We located it on the following train. The customer left happy, saying “Although money was taken, everything else was in tact. Your quick response and urgency, made me feel confident I’d get my purse back. Thanks.”
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A traveler wanted some information about the ten trip card. She needed to know how many people at one time could use it, and how much did it cost. I explained to the customer how many people could use the ten trip card, and how much it would cost if she purchased the card. I also told her how much it would cost her if she didn’t buy it. The customers left happy, saying “Thank you.”
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Travelers were upset because the brought a ten trip card for five people to use for the AirTrain fare. I explained to them that only four people can swipe consecutively. And, they would have to wait eighteen minutes before they could swipe the card again, or buy a five dollar card. The customers left happy, saying “Thank you.”
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A traveler was upset because she did not speak any English and didn’t understand how to use the TVMs. I explained the best I could, how much she had to pay and what stop she would have to get off. The customer left happy, saying “Thank you.”
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A traveler was upset because she left her bag on a Jamaica Train. The passenger spoke very little English, and did not understand if we were helping her. I overheard a fellow ATO had retrieved a bag. I advised the Operation Center that the passenger was at Federal Circle. Operation informed me that the ATO was bringing the bag to Federal Circle. I informed the passenger. The customer left happy, saying “Thank you for your help.”
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A traveler was upset because she had gotten separated from her husband at Terminals 2/3, and had no way to contact him. She was worried and crying. I helped her take a seat, than I asked her to describe her husband. I called Operation’s to look in Terminals 2/3, to see if they saw him. Afterward, we called the hotel and found out that her husband had checked in. The customer left happy, saying “Thank you so much, you’ve been a great help.”
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A traveler was upset because he was trying to get to Jamaica Station while traveling back and forth on a Howard Beach train. I directed the customer to Federal Circle, where he could pick up a Jamaica bound train. I also assisted with directions to his final destination. The customer left happy, saying “Thank you.”
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Travelers were upset because they had brought a ten trip card expecting it to work for all ten of his family members. I explained to him that only four people could use the ten trip card at once. He would have to wait eighteen minutes for the other family members to use it. Or he could buy a second card and a ten dollar card for the remainder of his family. The customer left happy, saying “Thank you.”
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Travelers were upset because they wanted to go to the Howard Beach Station and instead came to the Jamaica Station. They wanted to go to 42nd Street. I explained to them that from this station they could also get to 42nd Street. The customers left happy, saying “Thank you.”
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A traveler was confused because he was unable to figure out where he parked his car. I listened carefully and asked many questions, to see exactly where he had parked his car. It was definitely not in the terminals, so I directed him toward Long Term Parking at Howard Beach. The customer left happy, saying “Thank you, your presence is well needed here.”
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A traveler was upset because he was giving the wrong information by another airport employee. After circulating within the terminals for thirty minutes, he realized he wasn’t getting where he needed to be, Federal Circle. I communicated with the passenger to found the nature of his problem and help him out. I also explained to him how our signage system works at JFK. He now understands and promised himself that he would not make that mistake again. The customer left happy, saying “I was upset before I spoke with you. Now that you explained everything to me, I really appreciated that. Thank you so much.”
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Travelers were upset because they did not understand how to use the TVM to buy a metrocard for the AirTrain and subway. I explained to them how to use the TVM’s. They were able to purchase their metrocards. The customer left happy, saying “Thank you.”
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A traveler was upset because she was onboard a Hoard Beach train when she wanted to go to Jamaica Station. I told her to wait for the next Jamaica train and take it one stop to Jamaica. The customer left happy, saying “Thank you.”
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A traveler was upset because he was trying to refill his metrocard that already had a balance on it. He went to Metro News for change of a $20.00 bill and they wouldn’t give it to him without a purchase. His metrocard had $4.50 on it and he didn’t want to buy a $5.00 card. I asked him if he had any change (coins) that he could use and he answered “no.” Since you can’t use a debit or credit card for a small amount, I went in my pocket and gave him the fifty cent he needed to refill his card. The customer left happy, saying “you didn’t have to do that. Thank you.”
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A traveler was upset because she was given the wrong information regarding the AirTrain and had been riding around for an hour. I quickly apologized and offered my superior professional customer service. I gave her directions to Jamaica Station. The customers left happy, saying “Thank you.”
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A traveler was upset because trains were delayed and they were late in picking up their relatives at Delta Airlines. I explained why trains were late and gave directions to the pick up area at Delta Airlines. The customers left happy, saying “Good job, thanks.”
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An elderly couple was upset because they had missed there connecting flight and needed to book a hotel for an overnight stay in New York. I gained permission to escort them to Terminal 8. There, I radioed ahead to have a meet and assist at Federal Circle as they arrived. The customers left happy, saying “Thank you young man.”
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Travelers were upset because they arrived at the Howard Beach Station and planned to stay in New York for ten days. They wanted a reasonable way to get around New York City. I suggested that they purchase one way tickets for the day since it was so late. I also told them to purchase seven day passes for the subway system for the following days. The customer left happy, saying “Thank you so much for the suggestion and God bless you.”
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A traveler was upset because she was not feeling well and wanted to go to see a doctor. I advised her of all her options, and she decided on JFK Medport at Building 14. The customer left happy, saying “I can’t believe we have such a service at the Airport.”
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A traveler was upset because while running late, he ended up at the Howard Beach Station and needed to catch a train at Penn Station. I asked what time his train was leaving Penn Station. I assured him that if he went back to Federal Circle, and caught the train to Jamaica Station, he could take the LIRR to Penn Station. Then he would make his train in time. The customer left happy and was glad for our presence at the stations. He thanked me for my help.
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A traveler was upset because he lost his black bag the day before. When he called lost and found he was getting the run around about where his bag was, either Federal Circle or lost and found. I told him let me found out from my supervisor if there was a bag left at Federal Circle. I did find the bag and returned it to the passenger. The customer left happy, saying “Oh my God, thank you very much.”
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A traveler was upset because the train stayed at the Jamaica Station for over fifth-teen minutes. I did not know what was going on. All I knew was that I was going to be late for work. The MTA alerts the news channels of any delays. Why doesn’t the AirTrain do the same thing? I explained, for major service changes there are service advisories posted on all platforms and end stations at least a week in advance. But, sometimes we have work that needs to be done at a moments notice causing us to re-route some of our trains. This may cause a slight delay. We do apologize for these delays and thank you for riding the AirTrain. The customer left happy, saying “We just want to know what is going on, not to just sit there having time tick away, being late for work or flights. Perhaps when this happens, the AirTrain can call the Airline Terminal.”
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A traveler was upset because the faregates are not wide enough for my baby stroller to fit through. Did they not think about people with baby strollers and large luggage? I’d like to know who designed this system. Now I have to take my baby out of her stroller and, my husband has to lift the stroller up over the turnstile. I explained, actually the faregates are designed very well. We have the ADA gates on the end that are wide enough for wheelchairs, baby strollers, and large luggage. Sometimes it doesn’t hurt to ask questions to the hired help. That’s what we here for, to answer your questions, assist, and serve you well while using the AirTrain system. We all wear red blazers. The customer left happy, saying “Thank you. Next time I will ask questions when I need help, and you are so right. I did see the people in red, but I thought I could pass through the gate. Thanks again.”
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A traveler was upset because she did not pay for her child to ride the subway or buses who is 5 years old. She wanted to know why did she have to pay for her 5 year old daughter to ride the AirTrain. She said it was "obsured and crazy". She ask "is this a joke". I gave her the AirTrain literature which states, children under 5 years old ride free. This means anyone under 5 years old must pay a $5.00 fee to ride the AirTrain. The traveler left happy, saying "Thanks for pointing this out to me because I never saw this in writing. However, I still think paying $5.00 for a child that I don't pay for on the subway or bus is obsured".
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A traveler was upset because they lost their pocket book on the system. I responded to a good faith customer who handed me the pocket book. She handed it to me telling me the person who left the pocket book had got off at Terminal 8. I contatced Operations and advised all Airtrain agents. The traveler left happy, saying "Cheers".
Employee:
Monthly Winners
Comments:
Congratulations to Air Train agent Monique Stewart and her Supervisor, Vladimir Myrthil, for being selected this month's winners in the "Resiliency Edge" incentive.
With story number 690, Monique and Vladimir demonstrate how to apply "Resiliency Edge" skills to solve problems for JFK travelers - plus they show how to work as a team to "Neutralize Irritations Customers Experience."
As you read the story (below) note how Monique not only engaged the traveler who was upset because she had left her laptop on a train - and calmed her - but note how Monique stepped up and become PRO ACTIVE in that situation - and used her quick thinking to solve the problem.
Again, congratulations Monique and Vladimir: you will receive your $25 Gift Checks at Bombardier's upcoming All Employee meeting.
Story number 690
Company:Bombardier
Employee:Monique Stewart
Supervisor:Vladimir Myrthil
Comments:
A traveler was upset because after she paid her fare and exited Jamaica Station, she realized that she was missing her laptop bag. It had only been a few minutes since she left the station and I knew the train wasn’t far.
I radioed for my co-workers in the CTA to check all incoming trains into their station. The bag was found at T 2. I sent the passenger to retrieve her bag. The customer left happy, saying “Thank you , all her important documents was on her laptop.”
Comments:
A traveler was upset because he had to pay five dollars each time he would enter and exit the AirTrain. I identified with his feelings and showed him the twenty-five dollar card with ten trips. I explained its function to the passenger, including the eighteen minute wait time and six month life span. The customers left happy, saying “This is awesome, now I can bring my parents.”
Comments:
A traveler was upset because he arrived at the Howard Beach station and explained that he was staying in New York for eight days. He wanted tickets to accommodate the time. I suggested to him that it would be better to buy the unlimited subway card, on the following day. I explained that it would give him an additional day of use. The customer left happy, saying “Thank you for saving me some money and for the good advice.”
Comments:
A traveler was upset because the inner loop train was converting to a Howard Beach bound train and he was traveling to Terminal 4. I placed myself in his spot and understood that this passenger wanted to be somewhere at a certain time. I apologized for the inconvenience and explained to him the procedure when a train is being converted. The customer left, saying “He wasn’t too happy but accepted the fact that this is a daily routine of the business. He did thank me for informing him, and boarded the next all terminal train.”
Comments:
A traveler was upset because he left a backpack aboard an inner loop train. As I was doing my station check in CTA, I observed a passenger frantically jump off a Howard Beach train at Terminal 8 and onto another train. I asked him what the problem was; he told me he was looking for something valuable that he left on the train. I managed to calm him down. Since I had just checked the inner loop train, I knew the exact train ID# he was referring to. I called operation to have another agent help with the search. I advised the passenger to exit the train with me at Terminal 5, and with my quick thinking I also knew that the next arriving train was the one in question. As the train pulled into Terminal 5 the bag was found with another passenger searching through it. I took it away and gave it to its owner. A customer left happy, saying “He could not have thanked me enough for my quick action. He had an expensive piece of music instrument in the bag. I put him on the right train and he was very happy.”
Comments:
Travelers were upset because the family of four had just been separated by a train’s closing doors at Terminal 4. I alerted my fellow co-worker at the next Terminal to advise the dad and son to stay aboard the train until they reached Terminal 5. We were able to reunite the family at Terminal 5. The customers left happy, saying “New Yorkers are really nice.”
Comments:
A traveler was upset because she was lost, riding the Jamaica train trying to get to Howard Beach. She kept riding around lost until her friend called her. Her friend was waiting for her at the Howard Beach station and she asked me to please tell her how to get the Howard Beach station. I took her phone and told her to stay on the train until she got to Federal Circle. At that point she was at Terminal 2 and I told her to get off at Federal Circle and wait for a Howard Beach train. The fried arrived a few moments later and she hugged me and thanked me for helping her get to Howard Beach.
Comments:
A traveler was upset because she had gone around the CTA and back to Jamaica Station several times, and wondered when it would be going to Howard Beach. I explained to the woman that there are three different train lines in the AirTrain system. I told her that she needed to board a Howard Beach Station train in order to get to the Howard Beach Station. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because he tripped at Terminal 2/3 over the newly installed floor divider within the connector, while on his way to the parking lot. I helped him to his feet and asked him if he was alright. He answered that he just needed to catch his breath. I asked if he needed medical attention, and he replied no and I don’t need to write a report. The customer left happy, saying “Thank you for your help.”
Comments:
A traveler was upset because he continues to have issues with his metrocard when he is entering and exiting the AirTrain system. He thought that no one would help them. I explained to the employee that it was a system error involving the MTA software that is being worked on. The JFK employee was still somewhat upset because he explained that it happens to often and the metrocard was a new card. I signed him out and he thanked me.
Comments:
A traveler was upset because the shuttle buses for the Romada had not come in soon time and the phones at Federal Circle were not operational. I asked the passenger to standby as I contact the Operation Center. I notified them of the problem and asked operations to contact the Romada Plaza. It didn’t take long for a shuttle bus to arrive. The Port Authority came to Federal Circle to repair the phones. The customers left saying “Thank you as the bus arrived at Federal Circle.”
Comments:
Travelers were upset because they were not able to find a way to get to Terminal 5 from Terminal 5 ground level. They wondered if they would have to cross the highway with all of there bags. I told the group of passengers that they could only reach the terminal by using the rotunda or take the elevator to Level 3 and walk to JetBlue. I explained that the terminal directly across from the AirTrain was no longer used by JetBlue. The customers left happy, saying “Thank you very much.”
Comments:
A traveler was upset because she had left a bag onboard a train with her documents in it. I informed the Operation Center Operator which asked all agents to check all trains. The bad was found soon after and returned to the passenger. The customer left happy, saying “Thank you. She would have had no money and a lot of running around to do if the and was not found.”
Comments:
A traveler was upset because she was currently on the inner loop train, trying to get to Jamaica Station. I told her to take the next Jamaica Station train at Terminal 1 track 1 to the last stop. The customer left happy, saying “Thank you sir.”
Comments:
traveler was upset because he lost his luggage at Terminal 4. I alerted the Operation Center to put out a broadcast for the lost item. We were able to recover the missing luggage. The customer left happy, saying “Thanks for finding my luggage.”
Comments:
A traveler was upset because he was confused and did not know how to get to the A subway. He was insistent on boarding the All Terminal train. When I tried to explain to him that was the wrong train, he stated I was confusing him and boarded anyway. I made a note of the train ID and waited until the train got back to Terminal 8. When the passenger realized he was in the same place as before he then began to listen to my instructions. The customer boarded the Howard Beach train with a smile and turned around saying, “Thank you man.”
Comments:
A traveler was upset because she and her baby were separated from her husband who jumped onto the inner loop train before she could board. I quickly contacted the Operations Center Operator who made system wide PA announcements to the platform and trains. Five minutes later the husband returned and the passengers were reunited. The customer left happy smiling saying, “Thank you.”
Comments:
A traveler was upset because after she paid her fare and exited Jamaica Station, she realized that she was missing her laptop bag. It had only been a few minutes since she left the station and I knew the train wasn’t far. I radioed for my co-workers in the CTA to check all incoming trains into their station. The bag was found at T 2. I sent the passenger to retrieve her bag. The customer left happy, saying “Thank you , all her important documents was on her laptop.”
Comments:
A traveler was upset because she bought a smart cart instead of a $5.00 metro card to exit the system. I understood and listened to her explain her misunderstanding of the process to exit the AirTrain system. The customer left happy, saying “Next time she will pay more attention and ask for help when she doesn’t understand.”
Comments:
A traveler was upset because she lost her laptop on the train with her passport and flight information. I called Operations and reported the lost bag. After all the ATA’s looked for the bag, it was found and the customer was happy. The customer left happy, saying “Thank you very much for your time and help.”
Comments:
A traveler was upset because the customer lost their passport at the airport. I gave him the number to lost and found, and then helped him find Terminal 4 to report his passport lost. The customer left happy, saying “Thank you very much and have a good day.”
Comments:
A Spanish speaking traveler was upset because her British Airways arriving flight was three hours late coming to JFK. This caused her to miss her American Airline flight to Argentina. She now had to wait until the next day for a departure flight. I explained to her that she needed to go back to British Airways and ask them to re-book without paying anything. She would also need a hotel room, so that she didn’t have to wait in the airport the whole day. I continued to assist her by taking her to Terminal 7. The customer left happy, saying “Thank you dearly for taking time and effort to assist me. She sated that prior tome helping her, she kept asking for help and no one would assist her. The airline rebooked her at no charge and gave her a hotel voucher for the stay until her departure. In Spanish she said thank you very much.”
Comments:
A traveler was upset because he did not have enough money to pay for the $7.00 metrocard, he only had $6.00. I said don’t worry I will give you the $1.00 you are missing. The customer left saying, “Thank you.”
Comments:
A traveler was upset because while running late, they thought they got off at the wrong station when heading to Newark Airport. To make the best time, I advised the customer to take the Long Island Railroad to Penn Station. Then catch the Path train to Newark Airport. The customer left saying, “Thank you for all your help.”
Comments:
A traveler was upset because he had lost his company ID at the Federal Circle Station. I was proactive in my observance of the area and noticed an airport employee ID on the bench. Altering the OPS Center Operator and using our PA system, we were able to locate the employee who lost it. The customer left saying, “Losing my Port Authority ID would have cost me dearly. Thanks Ulysses, you saved me a great deal.”
Comments:
A traveler was upset because he had no change at the Jamaica Station ad the vendor was closed. I tried my best to find him change and I found two other people needing $5.00 cards. So I suggested they purchase a $15.00 card and they were able to exit the system. The customer left saying, “Thank you very much, promising next time to have change.”
Comments:
A traveler was upset because she dropped her cell phone on tracks at the Lefferts Blvd. Station. I assisted fellow ATA #120 in retrieving the cell phone safely. The customer left happy, saying “I’m very appreciative of the efforts by both of you in getting my phone, thanks.”
Comments:
A traveler was happy because I took time to stand and explain how the AirTrain system worked. I was proactive, and took time to explain the way the system works during peak and off peak hours. I also showed the customer how to read the PID’s and the color grid of each train. The customer left happy, saying “Thank you for taking time out to explain it to me.”
Comments:
A traveler was upset because his month metrocard had an error. I gave him a New York City transit form and told him to mail it in. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because American Airlines lost her luggage. I explained to her where lost and found and bag service was located. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because the TVM machine took his money and he didn’t receive a metrocard. I let him pass the AirTrain fare gate and apologized for this problem. The customer left happy, saying “Thank you for your help.”
Comments:
A traveler was upset because she left her wallet on the AirTrain platform. I found her wallet on the seat in the middle of the platform. The customer left happy, saying “Thank you, and started to cry because she was happy.”
Comments:
A traveler was upset because when they arrived at JFK they found out their connecting flight was at Newark Airport. I found out how much time the passenger had to catch their flight. Then I showed the passenger more than one way of making there way to Newark Airport. The customer left happy, saying “Thank you for being here. You have been a great help.”
Comments:
A traveler was upset because she didn’t have change of a $100.00 bill to exit the fare gate in the AirTrain system. I took it upon myself to go above and beyond and make an effort to remedy her situation. I found the appropriate amount so that the fare gate could be paid. The customer left happy, saying “Thanks for all your efforts.”
Comments:
A traveler was upset because they were unfamiliar with the machine and didn’t understand how they worked. I explained and showed them how to use the machines, so they could know how to use them in the future. The customer left happy, saying “Thank you very much for taking the time to show me how to use the machines.”
Comments:
A traveler was upset because they didn’t know how to put the metrocard into the fare gate. They complained that the picture on the fare gate is confusing and it doesn’t explain how the metrocard is supposed to go. I explained to the customer and should them the correct way to insert the metrocard. The customer left happy, saying “Thank you for your patience.”
Comments:
A traveler was confused because she didn’t understand the difference between a regular metrocard and an AirTrain card. I explained to her there was not a difference, and they both are payment methods to ride the subway and or AirTrain. The customer left happy, saying “Thanks you.”
Comments:
A traveler was upset because they were rushing to catch a flight and we took a train out of service. I apologized to the customer and explained the process of reduction. I also, advised the customer that the train in service was directly following the out of service train. The customer left happy, saying “Thanks for your explanation.”
Comments:
A traveler was upset because he had to pay for his three kids. I explained to the customer the fee for the children and informed him about the ten trip AirTrain card. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because they were blind and had no assistance. The passenger needed to get to the Long Island Railroad platform. I escorted the passenger thru the fare gats and down to the Long Island Railroad. The customer left happy, saying “Thank you for your help.”
Comments:
A traveler was upset because she was lost and deaf. We were able to write and communicate on paper. I found out what her problems were and wrote the directions where she needed to go to catch her flight. The customer left happy, saying “Thank you, while bowing her head.”
Comments:
A traveler was upset because they were at the Howard Beach Station and they needed to be at the Jamaica Station to take the Long Island Railroad. I saw a man with his three daughters at the Howard Beach Station looking confused. They told me their situation and I told them what they needed to do get to the Jamaica Station. They agreed they understood completely. Another fifteen to twenty minutes later into my Howard Beach Station checks; I see them back at the Howard Beach Station. The girls said, “This is a little embarrassing.” I told them it wouldn’t be a problem and I would take them to Federal Circle. They left happy joking saying, “Now we know we won’t screw this up again. Thanks for coming with us and thank you so much for all your patience.”
Comments:
A traveler was upset because she didn’t speak English and she needed to get into the city. I saw a woman with a young boy standing on the platform at Terminal 8 looking confused. The woman didn’t speak English but the four or five year old boy did. He told me they needed to get to Grand Central Station. I slowly explained to the boy what they needed to do, and he translated the instructions to his mother and aunt. I also, told the boy to tell his mother that if she had any more questions later, my co-workers at Jamaica Station would be glad to help her. The little boy left happy saying, “Thank you sir and the mother just smiled and nodded her head.”
Comments:
A traveler was upset because his flight was delayed for several hours and he wanted to find something to do to pass the time. Already frustrated, he was lost when it came to operating the metrocard machine or figuring out where the trains went. I helped him with both. It was just a few simple instructions. All he wanted to do was go for a walk in the city, look around, and get something to eat. About four hours later that same traveler surprised me by making it a point to come up to me saying, “What a big help I was earlier and what a good time he had.”
Comments:
A traveler was upset because when she was getting off the train at Terminal 4 one of her suitcases fell off her smart cart, and the train left with her baggage when the doors closed. I was on the platform at Terminal 5 when a co-worker called me and told me what had happened. He also told me the exact train, car, and door so that I could find the suitcase. A few seconds later the train came in and I retrieved the suitcase. I called over the radio for the passenger to meet me at Terminal 5. The customer left happy, saying “Thank you. I’m already running late, so I would have been forced to leave it behind if you didn’t catch it so quickly. Thanks so much.”
Comments:
A traveler was upset because there were four Howard Beach bound trains in a row that passed through the station. He wanted to know why they were so many Howard Beach trains compared to Jamaica bound trains. I explained to him that every night, around the same time, our system reduces the amount of trains running in service to accommodate the peak and off peak train schedules. In doing so we must take selected trains out of service at the end station nearest to the storage yard, which is Howard Beach. The customer left happy, saying “Thank you for taking the time to explain that to me.”
Comments:
A traveler approached me at Terminal 8 platform with a gentleman who escorted her from American Airlines arrivals. The man, who incidentally was the American Airlines General Manager, informed me that he witnessed the crippled passenger almost get hit by a bus. He then assisted the startled passenger with her cart full of luggage, so she could catch her connecting flight from Terminal 4. They arrived at Terminal 8 AirTrain platform which was the furthest he could escort her. I let the manager know that the passenger was in good hands. I told the manager that I would personally escort her to her connecting flight check-in counter as quick and safe as possible. I did this shortly there after. The customer left happy, saying “Thank you very much, I appreciate it.”
Comments:
A traveler was upset because he needed help and was deaf. He didn’t know how to purchase a round trip for now and for when he returns in two weeks. As I began to walk over to him, he waved a few hand gestures to make me aware he was deaf. I understood his dilemma and I helped him purchase a $10.00 metrocard. The customer left happy, saying “Thank you and putting both hands by his mouth blowing a kiss my way.”
Comments:
A traveler was upset because the fare gate swiped off too many fares. I explained to her it was the fare gates mistake and informed her to take the MTA envelope to request her money back. The customer left happy, saying “ Thanks.”
Comments:
A traveler was upset because her husband had put a $20.00 bill inside of the machine and didn’t press no in time, so the machine gave him a $20.00 metrocard. I explained to him what he might have done wrong, and I gave him a MTA envelope for a refund. The customer left happy, saying “ Thank you, although upset.”
Comments:
A traveler was upset because she was traveling up an escalator with 2 bags at Terminal 5 when she began to lose her balance, falling awkwardly on top her bags. I quickly stopped the escalator using the emergency stop button allowing the passenger to regain their balance and prevent any injury. I then proceeded to ask the passenger if she needed medical assistance and she refused. The traveler left happy, saying "Thank you so much for doing that. I am happy you were here to stop it. Thank you".
Comments:
A traveler was upset because he lost his bag. He wasn't sure if he left it on the platform or on the train he was on, because he was so excited about seeing his family. I put an annoucement over the radio to all 100's unit. An agent had the bag in their possesion at Federal Circle. I sent the passenger enroute to retrieve his bag. The traveler left happy, saying "Great Job! My personal belongings were in there".
Comments:
A traveler was upset because he had lost his back pack containing his Mac computer and hard drive, along with various other valuables. I was contacted by the Operations Center and quickly checked the incoming trains for the missing bag. The bag was recovered and returned to the passenger upon his arrival. The traveler left happy, saying "Thank you so much. This is my life in here, I am a web designer and I have all my work on the hard drive in side here. Thank you, Thank you, Thank you".
Comments:
It was a flight attendant first time purchasing an AirTrain card and he was using a transit check card. He did not like the idea of paying five dollars every time he used the system. I showed him how he could purchase a 10-trip card for $25 and use it only when he needs to. I also explained he would need a seperate card for the subway. The traveler left happy, saying "Thank you, for all your help"!
Comments:
A traveler was upset because he parked his car at Terminal 4 expecting the arrival of a domestic JetBlue flight. I advised the passenger that JetBlue domestic arrivals are at Terminal 5, and explained his option via parking or AirTrain. The customer left happy, saying “Thanks Buddy.”
Comments:
A traveler was upset because he had been given the wrong information in regards to Iceland Air departure terminal location. I apologized and advised the location Terminal 7. I also explained how he could reach the location by AirTrain. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because a mother and child were separated from the husband. They stated he was on the all terminal train. I immediately made announcements to all the central terminal trains, while the mother and child heard me on the PTEL. The customer left happy, saying “Something Arabic with a smile.”
Comments:
A traveler was upset because he left his bag on the train with his personal items inside. I suggested to him to call the Operation Center, where he was advised that the bag was at Federal Circle. The customer left happy, saying “Thank you for your help.”
Comments:
A traveler was upset because she didn’t think she would make her flight at 9:30am to Buffalo, NY on American Airlines. I showed optimism with her saying it was only 8:50am, and she was at Federal Circle. I directed her to the AirTrain to all terminals, and told her to get off at Terminal 1, the next stop. Then catch the AirTrain across the platform to Terminal 8. The customer left happy, saying “Thank you very much.”
Comments:
A traveler was upset because she left her bag, with cash and an expensive camera, on a Jamaica bound train. I called all agents to be on the look out for this bag, as the passenger had a lot of valuables in the bag. The passenger and I checked each Jamaica train as they arrived at the station. After searching, we found the bag on the last train. The customer left happy, she was so happy we had found her bag. She was in tears. She left saying, “Thank you so much for taking the time to help look for my bag.”
Comments:
A traveler was upset because she had a Smarte Carte full of luggage and she had her infant in the carriage. She was running late for her flight. I helped her push her carte to the check-in counter, while she pushed the carriage. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because there was no announcement onboard a CTA train changing service. I apologized to the passenger. Then I advised how they could continue on to their destination via an alternate route. The customer left happy, saying “Thank God you’re here.”
Comments:
A traveler was upset because she was lost and couldn’t speak or read English. I asked her for her travel documents, and received permission to escort her to her destination. The customer left happy, smiling with laughter.
Comments:
Travelers were upset because they were trying to get to 103rd Street in Manhattan and someone had given them wrong directions. I explained to them how they would get there and showed them on the map. After giving them a subway map, I showed them how to purchase their $7.00 metrocard. The customers left happy, saying “Thank you very much. One of the customers asked for my managers to tell them about the service he received. He also asked for a comment card.”
Comments:
A traveler was upset because she had a connecting flight and couldn’t understand what airline she had to go to. I read her boarding pass and explained to her how to get there. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because she only had $55.00 left from the $100.00 she lost. She needed to get to Manhattan by taxi and it was an emergency. I suggested against using the local unlicensed livery cabs in fear of being overcharged. I recommended she go to Terminal 1 for a standard yellow cab. Those cabs are city enforced and have a base price of $40.00 from the airport to Manhattan. The customer left happy, saying “Your information is helpful and appreciated. Thanks a million.”
Comments:
A traveler was upset because he lost a bag on the train. I communicated with my co-worker to help him find his backpack. The customer left happy, saying “Thanks, when he was reunited with his bag.”
Comments:
Travelers were upset because they were told that the metrocard for $7.50 was an all day card that included the AirTrain fare. I explained that the $7.50 metrocard is only for the NYC subways and buses. I showed them the other metrocard options and offered a map, so they could better plan out their day. The customers left happy, saying “Thank you very much, realizing they really didn’t need the $7.50 day metrocard.”
Comments:
A traveler was upset because they got on a Jamaica Station bound train in hopes of ending at Long Term Parking. They also didn’t hear any announcements. I apologized for the miscommunication on the train and directed them back to Federal Circle. I told them as a heads up, read the display above the door to ensure the train is going where they want it to. The customer left happy, saying “Thank you for that information. They didn’t know that was there.”
Comments:
A traveler was upset because she didn’t know how to get to Terminal 8 in time to catch her flight. I told her to take any train on Track 1 to Terminal 1. Then cross over to the inner loop train on Track 2 to go in reverse toward Terminal 8. The customer left happy, saying “I’m happy to have my travel time on the AirTrain cut short.”
Comments:
A traveler was upset because she couldn’t figure out how to insert the metrocard at the fare gate. I asked her is she would like me to assist her. Then I showed her how to insert the metrocard. The customer left happy, saying “I’m glad that you were here.”
Comments:
A traveler was upset because he had no way of getting change of $10.00 to make a purchase at Jamaica Station. I tried my best to calm him down and ask others for change. I was finally able to get change for the passenger. He was satisfied on how I did my best to help him out. The customer left happy, saying “Thank you for your help. Please communicate to upper management in investing in a change machine at this station.”
Comments:
A traveler was upset because an elderly woman didn’t know what happened to her husband on his way to get their car. I stood with her and tried to calm her down. I spoke with parking security to see if he’ll be able to help me. I patiently waited until her husband returned. He said that the car wouldn’t start, and that’s what took him so long. So, I spoke to security and they gave their car a boost. The customer left happy, saying “Thank you so much for stopping by and for your concern. They praised JFK for all the help around the airport.”
Comments:
A traveler was upset because his flight came in late due to weather, and he missed the connecting flight. I made him feel comfortable and gave him all needed information. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because she left her pocketbook on the train. I called all the agents and advised them on the situation. Five minutes late, I received a radio transmission indicating that the bag was found. I directed her to the location where she had to go to pick up the pocketbook. The customer left happy, saying “God sent me to her.”
Comments:
A traveler was upset because there flight landed late, had very little time to make their connecting flight, and they had no idea where their connecting flight was at. I took a look at the boarding pass. Then called on the radio, that I would be helping the passenger to there terminal. I took the passenger to the check-in counter. The passenger made their flight. The customer left happy, saying “Thank you so much.”
Comments:
A traveler was upset because she lost her cell phone on the train. I already heard that another ATA had found a phone, so I confirmed that it was her actual phone. The customer left happy, saying “You are the best.”
Comments:
A traveler was upset because many trains were bypassing the station where he was waiting. I advised him that it was a precaution due to an unattended bag in the station. The customer left happy, saying “Thank you for saving my life. I am eternally grateful.”
Comments:
A traveler was upset because the airline she needed for a connecting flight was not posted on the airline directory on the AirTrain. I apologized for the confusion. Then I advised her that some airlines work in conjunction with other airlines and that may have been the reason that particular co-share airline isn’t posted. I also told her that I would make a note to point this out to my boss. The customer left happy, saying “Thank you so much, I would really appreciate that”
Comments:
A traveler was upset because a machine took their five dollars at Jamaica Station. The customer had their receipt, so I took the information and helped them buy a subway card. Then I let them out. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because she had arrived at the Howard Beach station and was running late for her flight. The next train was out of service due to reduction. I explained to the passenger that due to our maintenance assignments the trains were out of service. I told her that she can get off at Terminal 1 and take the inner loop train to Terminal 8 instead of going through the entire CTA. The customer left happy, saying “Thank you for taking the time to explain. It’s great that you guys are here.”
Comments:
A traveler was upset because hadn’t been in New York in the last fifteen years and didn’t realize the train fare had gone up to $2.00. I helped her purchase a Long Island Railroad ticket and a one day AirTrain ticket. The customer left happy, saying “It’s great to have people here, AirTrain agents, to get help from instead of machines or computers.
Comments:
A traveler was upset because she lost her bag on one of the trains and didn’t know which train line she got off at. Optimistically, I told her that there are agents, like myself, all around the system. And I would radio to all, be on the look out for her bag. The customer left happy, saying “thank you.”
Comments:
A traveler was upset because they lost passport and other vital documents on vehicle 210. I alerted all agents and the Operation Center. I advised the customer that the documents were being held at Howard Beach Station. The customer left happy, saying “thank you for your service.”
Comments:
A traveler was upset because she got separated from her husband when the AirTrain doors closed. This was their first time flying out of JFK and they didn’t speak English very well. I used my language skills to help the passenger, and after five minutes they were reunited. The customer left happy, saying “A million thanks to me.”
Comments:
A traveler was upset because he arrived at the Howard Beach Station needing to get information on Airline Terminals. He was deaf and needed help. I wrote what his questions were, and we communicated through our penmanship. I showed him on a map how to get to his airline. I felt as thought all his questions were answered. The customer left happy, and was so pleased. He appeared more comfortable using the AirTrain system for his future travels.
Comments:
A traveler was upset because he left his backpack on the benches at Terminal 5. I radioed Terminal 5 to perform a station check. Then I escorted the passenger to Terminal 5, and the bag was still on the benches. The customer left happy, saying “ Thank you.”
Comments:
Travelers were upset because they weren’t aware they had to pay for the AirTrain. I explained that they need to pay for the AirTrain in both directions, at end stations. They bought their tickets and left. The travelers left happy, saying “Thank you.”
Comments:
A traveler was upset because he car at Newark Airport and he was at Terminal 4. I told him all his options to getting back to Newark Airport. The traveler left happy, saying “Thank you for understanding and taking time out from your lunch break to help me.”
Comments:
A traveler was upset because he was rushing to catch the train waiting on the platform but was too late and missed it. I told him not to worry because it was peak time, so there would be another train in less than five minutes. The traveler left happy, saying “That’s not so bad, no problem.”
Comments:
A traveler was upset because he wanted to go to Lefferts Blvd Long Term Parking A, but was currently on the CTA inner loop. I told him to take the next train on track # 1 to Lefferts Blvd Long Term Parking A and B. The traveler left happy, saying “Thank you sir.”
Comments:
A traveler was upset because he lost his passport at Terminal #4 and couldn't get home. I inquired within TSA Organization as to what procedure is taken for missing or recovered passports. Thus we were able to solve the dilemma. The traveler left happy, saying "Thanks sir, you saved the day for me".
Comments:
A couple of traveler was upset because they needed directions on how to get to upper west side. First time here from Russia. I gave them a map and marked the location and points they needed to transfer at. I also helped them purchase their metrocards. The travelers left happy, saying "Thanks for all your help".
Comments:
A traveler was upset because they was told that the AirTrain was free and didn't have much cash on them. I saved them money by getting them a metrocard that they could afford. The traveler left happy, saying "Thank you sir"!
Comments:
A traveler was upset because he came to the wrong station instead of Howard Beach. I told him to go back one stop to Federal Circle, at the 2nd level make sure you take the Howard Beach train. I advised him that the monitors above the doors will read either Jamaica or Howard Beach. The traveler left happy, saying "Thank you for your help".
Comments:
A traveler was upset because she had a connecting flight and couldn't understand what airline she had to go to. I read her boarding pass and explain to her where to go and how to get there. The traveler left happy, saying "Thank you".
Comments:
A traveler was upset because she lost her black backpack. I performed a sweep of the Howard Beach trains until the bag was found. The customers left happy, saying “I’m extremely grateful and relieved because the backpack contained my Mac laptop.”
Comments:
A traveler was upset because he was misinformed by an airport employee. I expressed sympathy for the situation and provided him with the correct information. The customer left happy, saying “Thank you for my assistance.”
Comments:
A traveler was upset because she and her daughter were running late for a flight with Emirates Airlines at Terminal 4. I gained permission and escorted her to Terminal 4 Emirates check-in and gate, so she could maker her flight. The customer left happy, saying “Thank you.”
Comments:
A traveler was upset because he left his bag on the train. I told the passenger to give me a description of the bag left on the train. Then I called the Operation Center Operator about the bag, while the passenger and I searched the train for his lost bag. After fifteen to twenty minutes we found the bag. The customer left happy, saying “Thank you for helping me find my bag.”
Comments:
A traveler was upset because a wheelchair employee dropped a 72 year old woman at the AirTrain platform, and she was having a hard time catching her connecting flight.
I called the Operation Center Operator to place a request to hold for an old lady, so she can board the train. I also stayed onboard with her to make sure she disembarked the train without injury. The customer left happy, saying “I’m very nice to seniors.”
Comments:
A traveler was upset because he had misplaced his black shoulder bag that had all his identification and cash. I was taking a train out of service from Terminal 7, when I spotted the bag. I called it in to operation, and an hour later the passenger came back looking for the bag. The customer left happy, saying “Thank you. The passenger was so happy that he gave me a hug.”
Comments:
A traveler was happy because a family of four came to Jamaica station wanting to go to 42nd Street. I explained how they can all share one card and save money. I also explained how to get to 42nd Street and what they needed to do when they come back. The customer left happy, saying “Thank you, you are the most helpful and nice person we met in New York.”
Comments:
A traveler was upset because they boarded the train to Jamaica, when they needed the train to Terminal 4. I told them to take the next train on the top floor to Terminal 4. The customer left happy, saying “Thank you sir.”
Comments:
A customer was upset because he was misdirected by someone in the Terminal while looking for courtesy shuttle buses. I defused his anger with a few kind works and directed him to Federal Circle. The customers left happy, saying "Thank you for your patience and help.”
Comments:
Travelers were upset because their credit cards would not work. I went over to assist them and got their cards to work. The customers left happy, saying "We are glad you were here because we only have foreign currency, we are very tried, and would like to reach our hotel.”
Comments:
A traveler was upset because she wanted me to let through the turnstile. She brought a $10.00 metrocard for two people to exit the AirTrain system. One of them exited the AirTrain and subway turnstile causing a balance of $4.50. The second passenger could no go through the same turnstile. She indicated that one signs reads exit to street and the other AirTrain and subway. She didn’t want to exit to the street, so she used the AirTrain and subway exit. I explained the difference between the two turnstiles and apologized for the misleading signage. The customer left happy, saying "I know this is not your fault and didn’t mean to blast you or ask you to let me through. I’m glad to know that someone cares enough to try to make changes for those of us that are not from New York City. Thank you.”
Comments:
A traveler was upset because he didn’t see the listing on the platform directions for JetBlue arrivals from Porto Rico. I saw that the customer was right, and told him where to go and how to get there. I told him I’m sorry and I would try to get that changed. The customer left happy, saying "Thank you for listening and trying to get things changed. Thanks for working for us, the customers. It’s not easy to get around this very big airport.”
Comments:
Travelers were upset because they traveled from London to New York and couldn’t find any signs locating food courts. I expressed that I would ask the higher ups about this matter and guided them to the food court. The customer left happy, saying "Thank you very much for escorting us to the food court. We all are very hungry.”
Comments:
A traveler was upset because he didn’t understand why he had to pay for the AirTrain, as he parked his car at the Howard Beach Station and didn’t ride the AirTrain. I explained that the AirTrain is a system that you pay to enter and exit on the end stations. Howard Beach is one of our end stations, and it doesn’t matter if you ride the system or not. If you exit out to the street or enter the subway system there is a charge. The customer left happy, saying "I’ll pay the money, but I still think this is not fair. Thanks for explaining.”
Comments:
A traveler was upset because she didn’t know how to get to the Howard Beach Station. I was at Howard Beach when I approached this worried gentleman. With very little English, he informed me his wife was now at Jamaica and didn’t know to get to Howard Beach. Her cell phone went dead and they had no form of communication. Op Center 212 and I were able to identify the passenger over the camera to the party that was waiting. We monitored her boarding on train 207, and told ATA 130 to make sure she boards the Howard Beach train. I met her at the Howard Beach platform and escorted her to her party. The customer left happy, saying "That they were very pleased on how the passenger was able to be tracked and reunited. They both thanked my and were every happy.”
Comments:
A traveler was upset because he was running late for a meeting he had in Manhattan. I saw the passenger get on a Howard Beach train at Terminal 8 without looking at the sign above the door. I walked on the train to confirm that he wanted a Howard Beach train. He told me he wasn’t sure, and his meeting was just north of Penn Station. I told him to catch the next train to Jamaica and take the Long Island Railroad to Penn Station, so he could cut his travel time in half. The customer left happy, saying "Thank you for looking out for me. With that little tip I might make it after all, Thanks again.”
Comments:
A traveler was upset because she had arrived at Howard Beach Station. She was extremely nervous and tried to contain herself, but her entire body was shaking. She had never been to America and had no idea how to get to her location. I reassured her that she would be able to take the train to 42nd Street Port Authority Bus Terminal. She couldn’t stop shaking and crying. I told her to stay in our area for a moment and compose herself. The customer left happy, saying "Thank you. I will take your advise and stay for awhile."
Comments:
A traveler was upset because they had become separated while boarding a train at an earlier Terminal stop. I had operations make an announcement in all trains and stations for the lost party to meet at Federal Circle Station. The passengers arrived shortly after on an incoming train. The customer left happy, saying "Thank you."
Comments:
A traveler was upset because she was lost. I gave her the directions to her destination. The customer left happy, saying "Thank you."
Comments:
A traveler was upset because she was riding the Jamaica train trying to get to Terminal 8 the quickest way possible. I explained how she can get off at Terminal 1 and go across the platform to take the inner loop to the next stop, Terminal 8. She was nervous, so I called my co-worker at Terminal 1 to meet her. He met her at the train and put her on the inner loop. The customer left happy, saying "Thank you. She had people to meet and was late. She thanked me for having someone meet her to put her on the right train. "
Comments:
A traveler was upset because his car got towed. I directed him to the lot where towed cars are placed in the airport. The customer left happy, saying "Thank you."
Comments:
A traveler was upset because she lost their bag. I tried my best to find her bag by calling the operation center and calling over the radio. The customer left happy, saying "Thank you helping me find my bag."
Comments:
A traveler was upset because he did not realize there was a $5.00 charge for the AirTrain, and was very upset. I explained to the customer the charge covers his transportation from the airport to the station. I set the customer up with a $7.00 card, and got him on his way to Midtown. The customer left happy, saying "Thank you for your assistance, although I’m not happy with the $5.00 charge."
Comments:
A traveler was upset because they could not understand how to tell which train goes where. I explained to the customer that we are in the process of upgrading our electronic signage to add clarity to system operations. The customer left happy, saying "Thank you for the inside information."
Comments:
A traveler was upset beause the smart carte she purchased was not working properly. I helped her and her mother with their luggage to the pick up station at Federal Circle. The traveler left happy, saying "God Bless you".
Employee:
Monthly Winners
Comments:
Congratulations to this month's winners, Agent Donald Parler and Supervisor Priscilla Everett from the Air Train. They demonstrated fine teamwork with this winning story shown below.
Notice how Donald applied his Resiliency Edge skills by "engaging" with the customer. Tears showed him how upset the traveler was, as anyone heading back to Europe would be if they lost their passport. Note also how he demonstrated "pro action" in finding a solution. Congratulations to Priscilla for using her "coaching" skills from program to encourage Donald in the field.
Each will win a $25 American Express Gift Check. Below you can read their winning story, Number 507, in full:
Entry Num:507
Company:Bombardier
Employee:Donald Parler
Name:Priscilla Everett
Story:
A traveler was upset because he lost his back pack with his and all of his family tickets and passports. He was to the point of tears because he didn't know how he was getting home to Europe. I called over the radio to all field agents to be on the lookout with description of bag. Agent was able to track it down on a train and call it in. I escorted passenger to the location and got bag back. The traveler left happy, saying "Thank you! You saved my life".
Comments:
A traveler was upset because he had no idea where to go, and he didn't speak a word of English. I looked at his ticket and the only way I was getting him where he had to go, was to get on the train with him at Terminal 8 and direct him personally to Japan Airlines at Terminal 1. The traveler left happy. Once we got there and he was all set, he obviously didn't say anything, instead he smiled, and shook my hand.
Comments:
A traveler was upset because they became seperated from their family at FCI. I called Operations and told them to make a public announcement on the train that they were telling them to get off at Terminal 1 and wait for their party to arrive. I put the party that was at FCI on the train and told them to get off at the next stop. The travelers left happy, saying "I don't know what I would have done".
Comments:
A traveler was upset because he was lost and ended up at Jamaica station and need to get to Boston. He also spoke very little English. I slowed my speech down so that he could understand. I repeated the directions until he was comfortable with them. Since it was so late at night, the passenger felt more at ease when he left. The traveler left happy, and said he was so pleased and thankful. He appreciated that I took the time to speak slowly to him and ensure that he understood.
Comments:
A traveler was upset because he lost his wallet on the train along with his passports. I responded very quickly and call the Operation Center and my co-worker to look on all trains for his wallet and passport. His items were found. The traveler left happy, saying "Thank you very much".
Comments:
A traveler was upset because they needed help to the LIRR because they could not bring the cart out past the gates. I helped them carry their bags to the railroad after I asked my supervisor. The traveler left happy, saying "Thanks for being so nice and helping us".
Comments:
A traveler was upset because every TVM he had tried would not allow him to use his ATM card. I inserted the card correctly and he pushed the numbers of his pin. The process went through and he received his metrocard. The traveler left happy, saying "Thank goodness you were here or I would have been trapped".
Comments:
A traveler was upset because she had arrived at Howard Beach crying because she lost her wallet and didn't have any money to get home. I took her name, wrote it in the book and let her out. I then used a subway card to swipe her into the subway. The traveler left happy, saying "Thank you".
Comments:
A traveler was upset because they didn't have the correct directions to their destination. I gave them the correct directions after they show me the address as to where they needed to go. The traveler left happy, saying "Thanks for helping me".
Comments:
A traveler was upset because the TVM machine took her card and didn't return her money. I said sorry to her for the machine making the mistake and taking her card and let her through the gate. I tnen told her to have a nice day. The traveler left happy, saying "Thank you, miss for understanding".
Comments:
A traveler was upset because they did not know what train they were on or what terminal to get off the train at. I asked if they needed help and told them what to do. The traveler left happy, saying "Good thing you were on this train we would be going around in circles all day.
Comments:
A traveler was upset because he accidentally dropped his eye glasses inside the guideway. I told him don't worry I will contact the Operation Center to get a clearance and I will get your eye glasses. The traveler left happy, saying, "Thank you for your help".
Comments:
A traveler was upset because she lost her bag. I called the Operation Center and reported the bag, because I had it in my posession, so if someone came looking for it they would know I have it. The traveler left happy, saying "Thank you, and Thank you for finding my bag".
Comments:
A traveler was upset because they had left their bag on the train. When they realized the trains doors closed. I called it over the radio and the agent at the next station pulled off their bags from the train. The traveler left happy, saying "You people are the best".
Comments:
A traveler was upset because she had trip on the silver floor panel of escalator at Lefferts Blvd. I asked the seven month pregnant woman if she needed medical assistance but she refused. I than asked her if she needed the first aid kit. I took all of her information and wrote an incident report. I also made sure she was able to walk to her car. The traveler left happy, saying "Thank you so much".
Comments:
A traveler was upset because a large group of passengers were traveling together when they were seperated in one of the terminals. I told the group that made it to Federal Circle to call the rest of their party on their cellphone and then let them know that as long as they got on any train that is on track #1 in the terminals they couldn't miss Federal Circle. The traveler left happy, saying "Now we can all get to the hotel together and get some rest, it was a very long day. Thank you for all your help".
Comments:
A traveler was upset because he was at FCO waiting for a Howard Beach train, that was servicing FCI only at the time. I told the passenger that the Howard Beach train was running at FCI. I told him to follow me to FCI and I'll direct him to the correct train. The traveler left happy, saying "Thank you".
Comments:
A traveler was upset because they were confused on how to get to 42nd street Port Authority Bus terminal. He was under the impression that he could get a bus from Howard Beach station. I explained to the passengers that their option was to take the A train which will take them straight to 42nd street. I then assisted the passengers with the purchasing of their metrocards from the TVM. The traveler left happy, saying " You are a scholar and a gentlemen, and you are very patient. Thank you very much for all your help".
Comments:
A traveler was upset because he could not figure out how to use the payphone to make a call. I inquired where he intended to call. Then assisted the passenger with the call. The traveler was happy, when he was finally able to speak to his friend via phone.
Comments:
A traveler was upset because he was unable to communicate his destination because he spoke no English. I used a map to point out his options. He indicated that he wanted to get to the A train. I and 2 other agents with the help of the Operations department were able to locate and guide the passenger to Howard Beach, where he was able to catch the A train. The traveler left happy, nodded and smile broadly.
Comments:
A traveler was upset because her arriving party was being detained by custom officials. She wanted to know why, when her party was citizens. I advised the passenger that I could not provide that information. I provided passenger with location of INS Officer for further assistance. The traveler left happy, and return to the platform reassured after speaking with the INS Officer.
Comments:
A traveler was upset because she had dis-embarked the AirTrain at Jamaica station leaving behind her 2 way radio that she uses at work. I communicated and callaborated with the Operations Center and the AirTrain unit stationed at Jamaica clarify which train the radio was on. The radio was promptly found and delivered to the customer at Jamaica station. The traveler left happy, saying " You saved me a lot of money. If you guys didn't find it, then I would have to pay for it. Thank you very much".
Comments:
A traveler was confused because he could not figure out how to get to Lefferts Blvd. The passenger was currently riding the All Terminals train. I advised the passenger that he was currently on the wrong train. Once on the platform, I identified what indications he should look for and how many stops until Lefferts Blvd. The traveler left happy, saying "Thanks". He also stated he know what to look for next time.
Comments:
A traveler was upset because he did not know how to get to his hotel, and had no directions. It was about 11:00pm and passenger was beginning to get worried. I called for a break and used my cellphone to search for the exact location, number and direction to the hotel for the passenger. The traveler left happy, saying "Thank you". He then tried to offer me money which I promptly but graciously refused. I told him I was not allowed to take money from passengers.
Comments:
A traveler was confused because of a language barrier. The traveler spoke Turkish and I spoke English. I directed the passenger to his destination through the use of hand gestures and visual aids. The travler left happy, smiling, and nodding that he understood the information being conveyed.
Comments:
A traveler was upset because he was given wrong directions on the metrocard swiper. He was very irate about all the wrong information he had received. I asked the customer to calm down and then explained that there was no metrocard swiper at the AirTrain station. I then showed him and alternative solution in solving his problem. He wanted to know the balance on his card. The traveler left happy, saying "I'm sorry if only I had asked my question to the people in uniforms, I may not have gotten so upset. Will you accept my apology. I just thought every place had a metrocard swiper. I stand corrected. I really need to be more patient".
Comments:
A traveler was upset because the AirTrain was not going to Terminal 8 from Terminal 1. You have a map which clearly shows how to get to Terminal 8 once you get to Terminal 1. The traveler ask why is this a sometime basis. Whats wrong with the trains. I apologized for the inconvience and explained to her that the AirTrain have to schedule routine maintenance assignments to ensure system wide perfection for on going service. The traveler left happy, saying "I should give myself more time, but you know we all love a short cut. However, I will except your response as all things need to be maintained even ourselves".
Comments:
A traveler was upet because she was entering the train with a smart cart,with her phone in hand. The phone fell through the gap. I explained I would call to get information on how long it would take to retrieve her phone. She began cursing and being very rude. She blamed the AirTrain for her mishap. I noticed customer becoming irate, I asked her to excuse me for a moment. Track went to look for the item, while I called Operations to see if this could be handle ASAP. I was informed by my supervisor that it was indeed possible. We retrieve the phone and returned it back to the customer. The traveler left happy, saying "I apologize for my attitude and I Thank you very much".
Comments:
A traveler was upset because he lost his laptop bag which had his passport, wallet and a few hundred dollar bills. He was very confused. We check all the trains and called PAPD so that he could file a report. Although the bag was not recovered the traveler left saying, "Thank You for all your effort and the man power you put behind this. Well appreciated".
Comments:
A traveler was upset because he left his phone at Federal Circle on the bench. Highly upset I ask him to give me a description of his phone and to have a seat while I P-tel Operations. I gave Operations a brief description of the phone and then they made an announcement over the radio. An agent stationed at Federal Circle had the phone in their possession. The traveler left happy, saying "Thank you". He then boarded the train to Federal Circle.
Comments:
A traveler was upset because she arrived at Jamaica station. She spoke very little English it was hard to communicate with her. I tried to speak to her, she didn't understand anything I said. I opted to walk her through the entire process. Apparently, she felt comfortable enough with me to follow her. The traveler left happy. She followed everything that I tried to explain to her. She seemed more at ease when she left the AirTrain system.
Comments:
A traveler was upset because he was not familiar with our AirTrain system and the LIRR and he needed to get to New Hyde park. I assured the customer I would get him on the right train to his destination. I had him purchased a combo ticket from the LIRR TVM and directed him to the platform. The traveler left happy, and said he appreciated my help and was glad we are on the platfrom to assist customers.
Comments:
A traveler was upset because he kept getting mis-information regarding the Delta Airlines they kept getting told to go to Terminal 2/3 but they were flying to LA which goes out of Terminal 4. I look at their tickets and realize that. With less than an hour to from departure I got them on the right route to Terminal 4. The traveler left happy, saying "Thank God, I didn't want to miss my flight".
Comments:
A traveler was upset because she left her laptop on one of the Jamaica line trains, she was very upset. I was optimistic, so I told her we would both stand there and check each train as it came into the station. The traveler left happy, saying "Thank you".
Comments:
A traveler was upset because she needed to pick up her boyfriend from the airport and didn't have no change for a $100 dollar bill. I explained to her even though her bill is way too big for the machine, she could use a credit card. She was then stunned. The traveler left happy, saying "Thank you for buying a 10-trip card for when he returns".
Comments:
A traveler was upset because due to holiday schedule AirTrain system was very busy. Passenger came to me and said her mother couldn't get off the train, also her mother didn't speak any English. I used one of my Resiliency Strengths to help the passenger find her mother. Five minutes later they were reunited. The traveler left happy, saying 'Many Thanks to you".
Comments:
A traveler was upset because he was directed to a train at Howard Beach and he needed the E train per the directions he had on hand. I apologized to the customer for the inconvience. I directed him back to Jamaica for the E train. I maped out his travel route to avoid more delays when he got back to Jamiaca. The traveler left happy, saying "Thank you for your assistance and patience".
Comments:
A travler was upset because they wanted to take a ride to the city while wasting time for their connecting flight. But they only had four hours. I sent them to Jamaica so that they can take the LIRR. I told them to speak to ATA James Bowens, because they asked me to recommend someone more like myself. The traveler left happy, saying "Thank you". I even got a hug.
Comments:
A traveler was upset because she didn't have enough cash for exiting the AirTrain system. I offered the customer other methods of payment so that she could resolve the issue. She was already late for an appointment. The traveler left happy, saying "In the world of computers and technology, its good to know nice people like yourself are willing to help".
Comments:
A traveler was upset because his flight was delayed and passenger had four hours and did not know what to do. I advised the passenger they could take LIRR to the city. Passenger did not think they had enough time. I informed him that the LIRR is much faster than the subway. The traveler left happy, saying "Thanks for your help I hope to see you when I get back".
Comments:
A traveler was upset because she was on the wrong train, and she was riding around in circles. I was pro-active by just telling her that the train will take you back around. The traveler left happy, saying "Thank you for the information".
Comments:
A traveler was upset because he missed his flight to Berlin. He told me he was in the line for 4 hours, and he still missed his flight. I used one of my Resiliency Strengths to make him feel comfortable. The traveler left happy, saying "Thanks".
Comments:
A traveler was upset because she lost her newly purchase Nikon camera valued at $800.00. I followed company procedures in regard to lost items. The camera was found about 1 hour later, and return to its righful owner. The traveler left happy, saying "Thank Ulysses, and thanks to the honest people of NY".
Comments:
A traveler was upset because she didn't want to pay $5.00 to enter the AirTrain system. I asked her did she have a credit card and she said no. So then I began to ask her what other form of payment might she have. She told me she had a debit card. I told her the TVMs accept debit cards as well. The traveler left happy, saying "Thanks". She then proceeded to the platform.
Comments:
A traveler was upset because they lost a bag and was not sure where. I contacted Operation Center and bag was in the Jamica station. I put passenger on the Jamaica train. The traveler left happy, saying "Thank you for your help".
Comments:
A traveler was upset because she left a set of house keys on the Jamaica train. I called all agents to be on the look-out for the keys. The agent stationed at Terminal 1 found the keys and returned them to Jamaica. The traveler left happy, saying "Thank you for your help".
Comments:
A traveler was upset because he was late for his flight and he didn't know how to use the TVM's to get a card and he was in a rush. I was pro-active by walking over to the TVM to help him. The traveler left happy, saying "Thank you".
Comments:
A traveler was upset because he didn't have change for $100.00 bill to pay the fare to exit out of Jamaica and go home. I asked the customer for ID and wrote down his information in the AirTain log book. I then allowed the customer to exit the station. The traveler left happy, saying "Thank you very much for your help".
Comments:
A traveler was upset because they left their medication bag on the platform chairs. I called Operations and reported a lost bag which had all the customer medication in it. The customer was reunited with his bag within minutes. The traveler left happy, saying "Thank you very much". The customer also try to tip me.
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