News and resources for airport employees.
News and resources for airport employees.
Blond woman with green shirt (Carrie Countryman) and man with curly hair and Timber uniform (Rob Selby) were honored for PDX People customer service awardsawards.
Carrie Countryman and Rob Selby Know Caring, Compassionate Service Takes Teamwork 
As manager of PDX’s Lost & Found, Port of Portland’s Carrie Countryman knows the importance of reuniting passengers with their misplaced items. But when she learned that a passenger, Jennifer, left her mother’s ashes at the TSA checkpoint, she knew the situation needed extra attention.
Jennifer was on her way to her mother's memorial service in Alaska. Carrie knew how important it was to get the ashes to the right destination and was able to find one Alaska cargo flight that would make it in time. With help from Rob Selby of Horizon Air, the ashes were securely packed and sent to Alaska, where they arrived just in time for Jennifer to pick them up and make it to her mother’s memorial.
Carrie’s quick thinking and Rob’s fast action were instrumental to ensuring Jennifer could grieve her loss in a meaningful way. Read their full story on the PDX People website.
The PDX People Customer Service Awards recognize airport employees who truly stand out as extraordinary. Missed the last virtual awards ceremony? View the event recording or read about past winners.
You can also nominate an employee who embodies the PDX People values and serves as a shining example of great customer service – submit a nomination now. 
Nominate a PDX Employee
What's New with PDX Next: New Concessions and Crane Work Updates
Wondering what you can look forward to in the not-so-distant future? You'll soon be able to jumpstart your morning and make your workday sweeter with Starbucks and Blue Star Donuts, coming this fall to Concourse E!
By now, you've surely heard about the crane work and related route changes...if not, read about it in the latest PDX Next update. Originally the work was only scheduled on weekdays; now it will take place over this coming weekend – Saturday, Aug. 8 and Sunday, Aug. 9.
Want real-time updates on crane work and changing routes? Check pdx.com/conditions to see the current status. You can also sign up for relevant alerts and view other PDX notifications. 
Meet and Greet Areas Now Open to Visitors 
For more than a year, we limited indoors areas at PDX to only ticketed passengers. As of Friday, Aug. 6, non-ticketed visitors are permitted inside the airport.
Though this is a change, rules regarding face coverings remain the same: Masks are still required at PDX. Both CDC and TSA require that masks be worn at all U.S. airports, on airplanes and on other forms of public transportation. Refusal to wear a mask in the airport violates federal law and may result in penalties or removal.  
Great Customer Service Wins Every Time! 
If you've worked at PDX for a few years, these special tickets might look familiar, even though they got a makeover for 2021.
Scratch and win tickets are part of the PDX People recognition program – a way for managers to instantly recognize and reward employees who exceed our PDX People core values. Managers will receive a supply of tickets starting this week and will distribute them as they spot employees providing exceptional customer service.
These tickets, along with our other recognition initiatives – the quarterly Customer Service Awards, PDX People appreciation events in September and our annual Excellence in Service Awards – are all part of celebrating individuals who make our airport an exceptional place for travelers and employees alike.
Driver in red car wearing mask and preparing for a COVID-19 test at PDX's Carbon Health location.
Reminder: COVID-19 Testing Available at PDX 
Some destinations require travelers to provide a negative COVID-19 test. If you encounter a passenger looking for on-site testing, direct them to Carbon Health, located at the south end of the upper roadway. 
Assistance Dogs Celebrated in Portland, Internationally
Last week was International Assistance Dog Week – the perfect time to recognize helpful service dogs for their hard work. Under the Americans with Disabilities Act, service animals are working animals and not pets, and their responsibilities include guiding legally blind people, alerting people who are deaf, protecting and alerting people who are having a seizure or anxiety attack, and performing specific tasks for those who need assistance. DoveLewis Emergency Animal Hospital has a canine team that includes service dogs that work at PDX – learn more about their certification requirements in this KOIN TV story.
Three images of a giant crane at PDX, picking up pieces of HVAC ductwork.
PDX in Pictures
You read about it in this newsletter, you saw it on the digital signage and, if you signed up for alerts at pdx.com/conditions, you probably received several notifications. All the extra communications efforts are for a giant crane that's in the alleyway, reaching over the airport to pick up pieces of HVAC ductwork from the upper roadway and place them safely on the ticket lobby roof for future installation.
As pictured above, the crane doing this work is the largest in the Pacific Northwest with a capacity of 600 tons. When the work is underway, the area underneath each ductwork drop on the baggage claim, ticket lobby and mezzanine levels is closed off. In addition to wayfinding signage, we have spotters and other folks directing passengers, as well as orange netting keeping people out of the area.

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