PDX People are ready to provide exceptional customer service whether there's a medical emergency, a car left with a window down in the rain or a grieving family in need of special accommodations. For airport employees, making PDX warm, welcoming and safe is all part of their daily duties, even if circumstances for their visitors are out of the ordinary.
To recognize actions that truly stand out as extraordinary and support our core values – being friendly, knowledgeable and respectful – we host the PDX People customer service awards each quarter. Below are the airport employees we recognized from April through June 2023.
David Alldritt
Currency Exchange International
David Alldritt (he/him) jumped into action to help during an incident on the escalator. A fellow employee was impressed with David's quick, knowledgeable response and sent in the following compliment:
"I just wanted to nominate David with Currency Exchange International for recognition.
He observed a woman falling on the escalator by the Currency Exchange kiosk and very quickly shut the escalator down. Had he not been so observant and fast acting, the situation could have been much worse.
He truly came to the rescue and even stayed with the woman while she waited for the medial response."
Sherry Andrade
United Airlines
Sherry Andrade (she/her) upheld the PDX People value of friendly service by stepping in when she saw a traveler in need:
"Sherry just finished working her flight on Concourse E when she was approached by an elderly couple that were lost. They were trying to get to their red eye flight that left out of Concourse D.
The wife was using a walker, and they were very concerned they were going to miss their flight. Sherry immediately offered to take the wife in a wheelchair to make sure they made their flight. She took charge so quickly that they even had time to stop at the pet relief area so their pup was taken care of too. Because of Sherry, they made their flight with time to spare.
For Sherry, it doesn't matter what airline you're traveling on, if you're at PDX and you need assistance, she is there to help!"
Rachel Melrose
Elephants Delicatessen
When Rachel Melrose (she/her) encountered a traveler having a hard day, she made sure the guest received a serving of kindness along with a meal:
"I was having a very hard traveling experience and needed to find somewhere to eat and collect my thoughts. That’s when I stumbled upon Elephants Delicatessen and – wow – I was so happy I did!
Rachel was incredibly nice and so welcoming. She hooked me up with the most comforting tea and breakfast burrito. She went above and beyond to make my morning. She even gave me a complimentary cookie. This is what Portland is about – just great local businesses and great people. Thank you so much and I can’t wait to visit again."
Lazaro Ochoa
SP Plus Corporation
Lazaro Ochoa (he/him) received the following compliment from a thankful passenger:
"I parked in the red economy lot and, when I was returning from my trip, the shuttle driver Lazaro went out of his way to help everyone load and unload their luggage. What a pleasant person!
On a separate note, when I got to my car, there was plastic taped to my rear side window. Apparently, I did not roll up the window and someone from SP Plus covered it for me. I am so grateful!"
Jeremiah Pacheco
Port of Portland
On two occasions, Jeremiah Pacheco (he/him) saved the day – once for a passenger struggling with a flight, and another time during a traveler's medical emergency:
"Due to a delay, I missed my flight home and didn't know what to do – my phone wasn't working, and I was unable to get in touch with my family. I was tired and felt totally helpless. Thankfully, airport operations specialist Jeremiah Pacheco approached me and saved the day! He helped me contact my family and get in touch with my airline to re-book for the next day. I needed accommodation for the night, so he helped arrange a stay at a nearby hotel and a taxi to get there. He even brought me water and some snacks! Jeremiah is an unbelievably great person – kind and understanding and very respectful toward me. Thank you!"
"Jeremiah was involved in a medical incident in the ticket lobby when a person in the airport collapsed. A nurse was already performing CPR when Jeremiah passed by, and he jumped in to do chest compressions. They continued CPR and used the AED until the medical response team arrived. Thanks for stepping up to help in an emergency, staying calm and doing what it takes to ensure everyone’s safety."
Gail Schwendeman
Bags Inc.
A PDX volunteer sent in this nomination after working with Gail Schwendeman (she/her) to assist a passenger. Gail showed kindness and respect when the traveler lost her mobility device:
"Gail approached me at the PDX information booth. Her passenger had just arrived from Frankfurt and was catching a connecting flight. However, somewhere along the line, she lost her cane and was very concerned about her missing mobility device.
Gail inquired about how she might help the passenger locate her cane. While we attempted to track down the cane, Gail kindly and attentively worked with the passenger. She got her contact information in case the cane was found. Gail also explained the situation to the passenger’s daughter over the phone and assured her that her mom was in good hands getting transferred to her connecting flight.
Ultimately, we were unable to find her cane in the short time frame, but we gave her a cane from our emergency supply room so that she'd have a mobility device for the remainder of her trip. Gail went above and beyond to assist this passenger and treated her with respect and compassion.
As we watched the interaction, we couldn't help but feel that Gail was treating the passenger as though she were a member of her family. Gail is an excellent example of the PDX People community, helping smooth out travel difficulties with friendly, respectful and knowledgeable assistance."
Max Unger
Dollar Car Rental
Max Unger (he/him) made time to help a guest who arrived a little early for their vehicle:
"Max went above and beyond for my rental when I showed up before the rental counter opened. He greeted us with a smile and made us feel like it was completely okay to show up early.
Max found us a great car and treated us like he enjoyed getting to know us. He's very knowledgeable about the area. It was a great experience and I just want to say thank you for the friendly and professional start to our trip."
Jason Wolfe
TSA
Jason Wolfe (he/him) received this compliment from a member of the PDX canine therapy program after they observed him helping during a screening procedure and comforting a distressed traveler:
"TSA Officer Jason Wolfe was absolutely incredible. I had a student traveling with a paper ID – already a challenge – and then his bag did not pass inspection. Officer Wolfe was incredibly kind and helpful even after having to call the Port of Portland Police to inspect the bag.
He continued to impress when a distraught passenger approached him, upset and concerned because her flight was delayed, and she would likely miss her connecting flight. She explained she was traveling for a family member’s memorial service. Jason went above and beyond and got her airline’s number and offered comfort. He is valuable employee and deserving of recognition."
Brian Burk
TJ Eriksen
Port of Portland
Nathan Hepp
Alaska Airlines
Jeff Ley
TSA
In May, the family of Officer Donald Sahota – a former Port of Portland police officer – flew out of PDX to Washington, D.C. to attend the annual National Peace Officers’ Memorial Service. Officer Sahota was honored at the service after being tragically killed in the line of duty while working for the Vancouver Police.
Brian Burk (he/him) with the Port of Portland, Captain TJ Eriksen (he/him) with the Port of Portland Police Department, Jeff Ley (he/him) with TSA and Nathan Hepp (he/him) with Alaska Airlines provided amazing support for the Sahota family as they traveled through PDX.
Captain Eriksen led the coordination efforts between the Port of Portland, Port Police and the partners at PDX to ensure the family had a smooth journey to their gate. Nathan Hepp arranged opening a dedicated counter for the Vancouver Police officers who were traveling with the family and needed to check their firearms. Jeff Ley coordinated a special TSA lane to screen Officer Sahota’s family. And, while the entire PDX operations team provided lots of support behind the scenes, Brian Burk deserves a special shout out for updating digital signage along Airport Way to read "PDX Honors Officer Donald Sahota," which meant so much to the family to see as they arrived for their flight.
This team’s work behind the scenes that day is the embodiment of being respectful, and demonstrates tremendous support for the Sahota family, for Officer Sahota and for the Port Police.
Lorinda Cox
Hannah Winit
Amy Elizabeth Williams
Alaska Airlines
Terri Marshall
TSA
Bottom: Hannah Winit, Amy Elizabeth Williams
When a passenger experienced a medical emergency and collapsed, three Alaska Airlines crew members – Lorinda Cox (she/her), Amy Elizabeth Williams (she/her) and Hannah Winit (she/her) – noticed the man and stopped to help. They quickly realized the situation was urgent and jumped into action.
One crew member started compressions while the others called 9-1-1. TSA was notified and Officer Terri Marshall (she/her) obtained a defibrillator to assist with the man’s care. Terri, Lorinda, Amy Elizabeth and Hannah took turns administering compressions until paramedics arrived. After the paramedics took over, they assisted the man’s wife and the Port of Portland Police to make sure everyone got the help they needed.
This amazing team deserves the highest recognition for the steps they took to save this man’s life. When the ambulance arrived and they were transporting the man, he was breathing, awake and responsive.