PDX People: Stories of Extraordinary Customer Service

David

Currency Exchange

Nominated by a PDX employee

"During the transition of the North Escalators to baggage claim, the signage was not yet fully implemented, which required additional staff support to help passengers navigate the terminal. While we were still arranging staffing, I observed David step in immediately to assist passengers. He greeted everyone with a warm smile and was consistently welcoming.

David went above and beyond his job expectations and demonstrated true stewardship of PDX. It is clear that he cares deeply about providing passengers with the best experience and is always willing to help in any way he can."

Gerald

VIP Hospitality

Nominated by a PDX employee

"Gerald quickly responded when a passenger needed immediate medical assistance. An elderly woman who was being dropped off on the second level suffered an unfortunate fall and hit her head on the pavement.

Without hesitation, Gerald contacted EMT services and called me to bring a wheelchair so she wouldn’t have to remain sitting on the concrete. His quick thinking and prompt actions helped ensure the passenger’s safety and comfort while she awaited medical attention.

Gerald remained by her side throughout the incident, offering reassurance and kindness while waiting for the ambulance to arrive. After receiving medical care and being patched up, she was able to continue her journey and was wheeled to her gate. Thanks to Gerald’s compassion, professionalism and calm demeanor, the passenger felt supported during a very difficult situation and was able to make it home safely."

Jordan

Café Yumm

Nominated by a PDX employee

"Jordan consistently goes out of his way to help guests and make sure they have a positive experience at PDX. He takes the time to understand their needs and does whatever he can to make their travel experience a little easier. He is even willing to stay late to help customers, including running food out to their gate so they don't have to miss out on a meal while catching their flight. Jordan's willingness to go above and beyond shows how much he cares about our guests and their experience. His thoughtfulness, dedication and commitment to helping others make him a great example of exceptional customer service!"

Melanie

Southwest Airlines

Nominated by a PDX traveler

"My aunt and uncle were involved in a terrible car accident in Phoenix, and they’re both in the ICU. As soon as we found out about the accident, I booked my cousin, their daughter, on the first flight out from Portland that morning.

When she got to the gate, she needed to check in to get her seat assigned. She told me the CSA who helped her was beyond kind. She hugged her when she cried and provided such comfort. Thank you to Melanie her kindness has meant so much to us!"

Matt

Port of Portland

Nominated by a PDX volunteer musician

"I'm a volunteer pianist in the music program. Recently, I was playing piano on Concourse E when Matt Rosales stopped by. He noticed that my poster wasn't displayed in the marquee. Instead, I just had a small one-page flyer sitting on the table with my name and a QR code for more information.

Matt offered to put my large poster up on the stand so people could see my information. I told him I hadn't put it up because the QR code on the poster was the wrong one. I had made my own small flyer to lay on the table instead of using the large poster with the incorrect code. He said he understood and left.

About 20 minutes later, Matt was back. He started taping a new QR code onto the large poster – the right QR code! He had covered the old, incorrect code with the new one. I couldn't imagine how he had done that, and he told me he had taken my flyer to his office, made a copy, resized it so it would work on the large poster, and brought it back with tape to hold it in place.

I couldn't believe he would do such a nice thing! He said, "That's my job. If I see something wrong and I can fix it, I fix it."

This was so unexpected and so far above and beyond anything I would have expected that I made note of his name so I could nominate him for an award. If he did something like that for me as a fellow Port worker, I can only imagine how helpful he is to travelers and visitors. The Port is fortunate to have such a thoughtful and proactive employee, with the creativity and problem-solving skills to turn a small issue into a meaningful gesture. Many thanks to Matt Rosales!"

Gloria

TSA

Nominated by a PDX traveler

"I am so grateful for the TSA agents who are helpful, patient and kind. Gloria went above and beyond in all these areas.

I asked her what I should do because my wallet was lost during a work trip. I was so afraid about how I would be able to fly home. She explained the process and even walked me through filling out the form online for TSA ConfirmID.

I was crying, a total mess and stressed about what to do, and she was so wonderful at an awful time. I am so appreciative. She went out of her way to make sure I knew what to do and how to do it. She even walked with me to help me calm down a bit and have someone to talk to.

I can't say thank you enough for Gloria. She went so above and beyond, and I am so grateful."

Thi

VIP Hospitality

Nominated by a PDX employee

"I happened to witness Thi assist a couple arriving on the departures level. Thi noticed a man pushing a woman in a wheelchair while also pulling two carry-on-size bags. He had his hands full!

Thi approached them and then offered to escort them to the check-in desk. She immediately offered to take the two bags while the man helped the woman in the wheelchair. I was so impressed by how quickly Thi approached them and offered her assistance. She had a big smile on her face and was very friendly and helpful.

I know the couple felt very relieved and happy to have her assistance. I witnessed them immediately relax and feel special, as I'm sure they knew they were in good hands and appreciated the first-class assistance."

Chris

SP Plus Corporation

Nominated by a PDX employee

"Employee shuttle bus driver Chris is the best driver! He always cleans, has a great personality and is very friendly. He makes the ride to and from the terminal fun. I always feel happy when I see that he’s my driver in the morning when I am heading to the employee lot. He wipes down touch points, sweeps, and genuinely seems like he cares. He deserves recognition. Thank you!"

Kimberly and Natalie

Lola's Café 

Nominated by a PDX employee

"From time to time, our team has had to call for emergency medical services for passengers in the south hall. Recently, Natalie had to make that call for someone much closer: a co-worker who had an unexpected and sudden medical emergency while on a break near the store.

Natalie and her colleague Kimberly were able to coordinate and render immediate aid to their co-worker while calling for EMS. They then maintained a calm environment as medical personnel evaluated their colleague, keeping the area near the store clear for them to work while communicating clearly with passengers.

Their quick, decisive actions amid a stressful situation were exemplary and are one way Natalie and Kimberly consistently shows up for their co-workers and PDX passengers on a daily basis."