Tawan Bernkopf and Dyanna Holmes with TSA, and Heidi Veeder with United Airlines were nominated by a PDX employee.
“TSA employees Dyanna Holmes and Tawan Bernkopf, along with United Airlines employee Heidi Veeder, demonstrated exceptional dedication and compassion in assisting a passenger recently released from prison. The passenger faced multiple challenges, including lack of identification, no access to a phone or credit card, and errors in his flight reservation.
Dyanna and Tawan provided clear guidance on registration requirements, helped the passenger obtain a phone, and directed him to resources for payment. When the initial flight was missed due to booking errors, they coordinated with United Airlines, where Heidi Veeder took immediate action to correct the reservation and secure alternate flights, ensuring the passenger could reach his destination on time.
Throughout the process, all three employees showed remarkable patience, kindness, and professionalism, turning a difficult situation into a positive outcome. Their teamwork and commitment to service prevented further hardship for the passenger and exemplified the best of TSA and United Airlines.
Thank you, Dyanna Holmes, Tawan Bernkopf, and Heidi Veeder, for your outstanding customer service and for making a meaningful difference.”
Want to learn more about PDX People recognition? Check out the recognition programs and read about past winners on the PDX People website. You can also nominate an employee who embodies the PDX People values
