Teamwork is the Foundation for Customer Service Success
Garrin Black, Graham Ignoffo, and Z'ev Jenerik with the Port of Portland, Scott Swingle with the Port of Portland Police Department, Marceline Murray with Portland Coffee Roasters, Robert Spruell with Bags, Inc., and Guadalupe Villeda with United Airlines were nominated by a PDX employee.
"When a traveler with disabilities needed assistance at PDX, teams across departments and companies collaborated to ensure he was taken care of in the best way possible.
Officer Scott Swingle was called to check on a passenger and found that the traveler, who was using a wheelchair, was quite confused and distressed. His flight had been canceled, and he had been unattended and unassisted since the night before.
Officer Swingle contacted Airport Operations for support. Airport Duty Manager Garrin Black and Airport Operations Specialist Graham Ignoffo provided clean clothes, water, and snacks, and reached out to United Airlines to rebook the flight. Officer Swingle and Garrin also assisted the passenger in using the bathroom and cleaning up.
A significant challenge was that the passenger was deaf and primarily spoke Spanish, although he could sign in ASL. Graham located Marceline at Portland Coffee Roasters, who could sign and helped communicate with the passenger. With Marceline’s assistance, the team gathered more information and reassured the passenger of their support.
Lupe from United arrived, saw exactly what happened with the passenger's flight, and went right to work. While he had been auto rebooked for the next day, Lupe did not think that would suffice and worked her magic to get him on an earlier flight. She provided a full meal, then arranged for Robert Spruell with Bags, Inc., to stay with the passenger until his flight boarded.
When Graham and Garrin's shifts ended, they asked Airport Operations Specialist Z’ev Jenerik, who could sign, to periodically check in with the passenger. Z’ev communicated with the now content traveler, who praised Robert’s assistance.
While many things went wrong for this guest, the teamwork, creative thinking, and care are a testament to the community here at PDX "
