Tracy Turner-Pain
Alaska Airlines

Nominated by Zach Funes, Alaska Airlines

"Tracy is always friendly and courteous to our guests in the Alaska Airlines lounges here at PDX, and recently she really went above and beyond to help a passenger in need. The passenger came into our lounge after missing a flight – they looked very confused and needed mobility assistance. The passenger was rebooked for the following morning, but had no wheelchair help and no one was available to pick them up.

Tracy worked with wheelchair agents, Airport Operations, and the traveler’s family to make sure they didn't have to spend the night alone in the airport. The next day, Tracy met up with the passenger and their family at the boarding gate to make sure they got on the flight with pre-boarding. The passenger’s family was extremely appreciative of Tracy for her time and commitment to ensure they were properly taken care of. Tracy provided all this help on top of her regular lounge duties. We are truly grateful for the care she shows to everyone around her."

James Peterson
Capers Café

Nominated by Mychal, PDX traveler

"James is the nicest employee at the airport. I frequently eat at Capers, and he always seems to be my server. He remembers me and my girlfriend, knows our names and is always so kind and funny. In fact, he is attentive to all customers.

I worked in food service for 15 years and know how hard it is to do all of that. James does it with ease and he's the reason why I keep coming back to Capers."

Javon Jones
Hudson News

Nominated by a Port of Portland employee

"Javon is a constant reflection of the PDX People values, and in one case, he truly went above and beyond. Javon noticed a passenger who looked distressed and lost. After inquiring if they needed any assistance, he learned the passenger could not find their gate. Since boarding for the flight was almost complete, Javon dropped what he was doing and jumped into action, identifying which gate the passenger needed, literally running with the passenger to where they needed to be, and making it just as the airline crew was preparing to close the door. A trip-saving move for that passenger was just another day for Javon, who then proceeded to get right back to work at PDX. Great job Javon, and way to go above and beyond!"

Rusty Temple

Avis Budget Group

Nominated by Avis Budget Group employees

"During a recent medical incident, Rusty made sure the customer was okay. He called for help and stayed with the customer and gave them water. According to Rusty's management team, he’s always positive and consistently makes sure customers know where to go when returning their vehicles. His co-workers are happy to see him. Rusty is the kind of person who – if asked for help – he doesn’t walk, he runs. His can-do attitude and the joy he receives when helping customers, no matter what the request, is infectious. We're lucky to have him at Avis, and the airport is lucky to have him here at PDX."

Cindy Young
SP Plus Corporation

Nominated by Angela, PDX traveler

"I lost my parking ticket and Cindy was super helpful, volunteering to take my issue so I didn't have to wait in a line of cars. She was very personable and even shared her love of Portland and Oregon.

One of the things I love about living in the Pacific Northwest is that people are friendly and willing to connect. I really enjoyed my interaction with Cindy and appreciated what she was able to share with me as a lifelong Oregonian.

Yeah, it sucked losing my ticket and having to pay the full-day price, but sometimes dumb things happen so that you can have an unexpected experience. Many thanks to her for making it easier and more interesting."

Dustin Thompson
TSA

Nominated by Kenyan McCray, TSA

"Supervisor Dustin Thompson was at the checkpoint, working at the walk-through metal detector during the Spring Break rush. He noticed an individual in the TSA queue who appeared to have some hesitation going through security. After some careful observation, Dustin approached the individual and offered his assistance, if needed. At this point, it was clear the person was distressed, crying and having trouble communicating. They were able to share they were having – in their words – an anxiety attack. Dustin offered his name and any assistance that he could provide.

Noticing that the traveler was still quite upset, Dustin guided them to an empty section of the queue and provided a seat and some tissues. By instructing the person in calming methods (controlled breathing and the 3-3-3 technique), Dustin helped the passenger get to a point where they were able to communicate effectively.

Thanks to the support and quick action of Dustin Thompson, this passenger was able to make their own choice to fly another day."

John McIntire
Port of Portland

Nominated by Jeremiah Pacheco, Port of Portland

"John, a parking control representative, was working the roadway when he observed an elderly passenger having difficulty keeping up with their companion while crossing the road. John stepped in and offered assistance with the passengers’ bags.

The situation quickly escalated as John noticed the passenger was in distress and unable to stay standing. John gently guided them to the ground and radioed dispatch for help. He directed vehicles in the roadway around the passenger as other bystanders began to help.

The passenger had lost their balance due to a medical emergency before falling, and if John hadn't been right there and extremely observant, they would likely have been very seriously hurt. John is a great representative of the Port and we're proud to have him as a member of our team."

Francisco Giron Figueroa
ABM

Nominated by a PDX employee

"An elderly passenger in a wheelchair was brought to the north information booth. Two Spanish-speaking passengers from the flight accompanied them because they spoke only Spanish and needed assistance, but they had to continue their journey and didn't know what to do.

Without a Spanish-speaking volunteer on duty, I called for assistance and Francisco Giron Figueroa came to help. With Francisco translating, we learned the passenger needed to get to Pasco, Washington. They wanted to fly, so Francisco helped them book the next Alaska flight to their destination. However, their credit card from Mexico would not work. Between finding a payment solution with the ReadyCARD machine and flight prices increasing every minute, Francisco stayed calm, focused and on task, keeping the passenger apprised of what was happening and why.

After hitting snags booking online, Francisco suggested booking over the phone and trying our luck with an agent. After much waiting, more challenges with ID and payment, the passenger was finally booked...and at a lower price. After checking in at the ticket counter, we finally left the passenger in the hands of a Bags Inc. escort...but not before Francisco ensured they had a plan for getting safely from the Pasco airport to their destination."

John Khoo
Brian Kuzera
PDX Volunteer Information Program
 
Kristi Ross
Alaska Airlines

Nominated by Eliza, PDX traveler

"Recently two PDX volunteers teamed up with an Alaska Airlines ticket counter agent to assist a stranded passenger. Volunteers Jon and Brian met a Punjabi-speaking passenger who missed their connection to California.

Through assistance using the Language Line – and help from another passenger who spoke Punjabi – they communicated with the passenger to help solve the issue. Kristi worked hard to re-book the passenger on a flight the next morning. She also secured a hotel reservation with a voucher from Alaska Airlines. Jon and Brian escorted the passenger to the hotel shuttle, and Jon spoke with the hotel front desk by phone to be sure they were aware of the traveler’s needs and could assist if necessary.

The whole situation – and how it was resolved – was a prime example of how all of us team members at the airport can work together to help our guests who find themselves in unusual and tough-to-resolve circumstances."