Meet Los Angeles International Airport's N.I.C.E.™ Problem Solvers

We give N.I.C.E. new meaning - "Resiliency Edge" workers Neutralize Irritations Customers Experience™

They solve problems, relieve stress - and produce satisfied customers. Scroll down the page to read all their stories!

Read 2010 winners' stories - and see winners' photos

View 2011 annual winners

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Thank you to our sponsors who make this Project LIFToff incentive possible, including Daniels Bistro, World Way West Cafe/Encounter Restaurant and hotel/restaurant members of Gateway to LA, including:

  • Holiday Inn, Courtyard by Marriott, Border Grill, Embassy Suites, Westin, Radisson Hotel, Sheraton Gateway LAX, Paparazzi Restaurant, Daniels Bistro

And to LA INC members:

  • Starline Tours, Universal Studios Hollywood, LACMA, Buca di Beppo Restaurant - Universal City, Hornblower Cruises & Events, Malibu Family Wines, Pedal or Not Electric Bicycle Tours

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Photo (courtesy of the Daily Breeze) shows employees at LAX taking the Resiliency Edge "kick off" class. To view a news story about the class, click here.

Below, See LAX AWARD EVENT news clip (click here to enlarge)

"Resiliency Edge" Success Stories

Entry Num:
Lupe R.

A mother who had come to America from the Phillippines ahead of her teenage daughter returned to LAX to pick up her daughter when she realized, but she realized she had a big problem. The mother had promised her daughter, who was traveling alone, that she would be at the airline gate to meet her daughter when she got off the plane, but because the arrival gate was behind security the mother realized she could not fulfill that promise.

In addition, the mother was carrying a 2-year-old child and got very anxious as she rushed around Tom Bradley terminal looking for help, when she spotted our volunteer, Lupe R. Immediately, Lupe calmed the mother by focusing her full attention on her and using body language to let her know that she would do whatever she could to help.

The mother told Lupe how upset her teenage daughter would be if she got off the plane and did not see her. Lupe continued to explain how she understood and not to worry.

Lupe was proactive and got the name of the airline. Then she rushed over to the carrier to find a representative who could intercede. Lupe explained the situation, impressing on the representative how upset the mother was and how important it was to ensure that someone be at the gate when the plane arrived. This calmed the mother, to see how active Lupe was on her behalf, and to see the lengths Lupe was going to to follow up and get action.

Ultimately, the daughter was met when the plane arrived and the rep who met her explained how soon she would be seeing her mother. The mother emailed LAX to say how impressed she was with Lupe’s leadership and to commend LAX for having volunteers who show such great concern for airport customers.