News and resources for airport employees.
News and resources for airport employees.
Hands applauding.
Watch the PDX People Customer Service Awards Live Tomorrow, July 27
To recognize airport employees who truly stand out as extraordinary, we'll hold the next PDX People customer service awards from noon to 1 p.m. tomorrow: Tuesday, July 27.
In an exciting first, this will be a hybrid celebration with both virtual and in-person attendees! The winners in each category will gather for lunch in person with members of our volunteer working committee, while the event is also broadcast live. To watch live, head to the PDX Facebook page tomorrow at noon.
Watch Live on Facebook
In celebration of last quarter's amazing customer service stories, we're giving some extra applause to our previous nominees:
Carl Whitlock (Smarte Carte) goes the extra mile, from making sure equipment is running smoothly to ensuring all passengers can access their products to learning day shift duties.
Cindy Young (SP Plus Corporation) delivers outstanding service by being responsive to customers’ questions and making sure they feel heard.
Cody Dobbs (US Customs and Border Protection) used a thoughtful, passenger-first approach to configure the arriving passenger pathways.
Elvia Lara (Relay Resources) is always friendly, offering to help passengers when needed and keeping her restrooms spotless.
Noah Juarez (Port of Portland) encountered a family concerned that their older relative wouldn't make it to her flight. He reassured the family and helped the relative get to her gate. 
William Clark (Horizon Air) sprang into action when a customer’s dog got loose, calling for help, remaining on the scene to assist and ensuring the safety of the animal.
Pavel Khrestsov (SP Plus Corporation) elevates the overall customer experience with his contributions. Pavel is also multi-lingual and translates for passengers when needed.
Read more about the winners from last quarter on the PDX People website.
Woman wearing a sunflower lanyard.
Sunflower Lanyard Program: Making the Invisible Visible
Part of delivering top-notch, inclusive service is being aware when guests need our help. That’s why we’re implementing the sunflower lanyard program.
Starting in August, you might see travelers at PDX wearing sunflower lanyards. It’s important to know what they mean and why they’re being worn.
The sunflower lanyard has one purpose: It indicates that the person wearing it – or someone with them – has a hidden disability and that they may need additional support.
There are five simple steps you can take if you spot someone at PDX wearing a sunflower lanyard:
1. Ask if you can help: Talk to the person with the disability directly and don’t ignore them. Even if someone hasn’t approached you, they may still need your help. 
2. Be kind: Be patient and sensitive to their feelings. Talk and act normally.
3. Listen carefully: Everyone is different. Listen closely to what they are asking. If you’re not sure what they need, ask again to get clarity.
4. Show respect: Give them time to finish what they’re trying to say. Stop what you’re doing and give them your full attention.
5. Stay knowledgeable: Take a moment to watch this short video for additional ways to support travelers wearing sunflower lanyards.
Read the full article on the PDX People website to learn more about hidden disabilities and what you should do if you see someone wearing a sunflower lanyard.
Paper with a handwritten note saying
What's New with PDX Next: Upcoming Forum, Route Changes, Police and Security Badging Move
Tomorrow – Tuesday, July 27 – at 10:30 a.m. is your opportunity to get the inside scoop on construction at PDX. Jen Reynolds with the Port of Portland along with Pat Bifone and Caitlin Powell of Hoffman-Skanska will share the latest construction updates and answer your questions about PDX Next in just 30 minutes. Use this link to access the meeting live tomorrow at 10:30 a.m.
As you've likely heard, this week Security Badging and the Port of Portland Police will move to the Rental Car Center and crane work may affect early morning routes. 
We're keeping you in the know on what's new with PDX Next on the PDX People website – check out the most recent update for a look at what other changes are ahead. Have questions or suggestions about construction? Email hello@pdxnext.com or call the construction hotline at 503.460.4339.
Question mark in a speech bubble on a yellow background.
You Asked, We Answered: Baggage Claim Upgrades? 
Q: "What’s the vision for the baggage claim areas? Please tell me they’ll be getting an upgrade?"
A: It's true, we're upgrading and updating the baggage claim area and our biggest goal is improving passenger flow, with new “vertical” routes into baggage claim.
This upgrade is designed to ease the congestion that sometimes happens between arriving and departing passengers. We’re also making the space brighter, with more natural light at the north and south ends. Beyond those big changes, we’re giving the baggage service offices an upgrade and making the international arrivals area more open and spacious.
Have a PDX Next question? Send it to hello@pdxnext.com – the most asked questions will be answered in a future issue.
Nathaniel Hartely, wearing a hard hat and hi-ves vest on a construction site.
Faces of PDX: Nathaniel Hartley, Musician Turned Entrepreneur
It takes a lot of hands to keep airport construction moving, and design is only the first step. It takes many more skilled craftspeople to turn those blueprints into reality. Plasterer and business owner Nathaniel Hartley is one of the talented people working behind the scenes to bring PDX Next projects to life. The owner of Professional Lath and Plaster, he’s been in the industry for 40 years and played a crucial role in the Concourse E extension – installing the metal ceilings, acoustical plaster to help soften noise within the airport and more to help ready the extension for its July 2020 debut. Read the full story about how Nathaniel got into the industry and the ethos that guides his work and life.
A yellow labrador dog wearing a vest sitting in front of the PDX revolving doorway.
PDX in Pictures
Nikko, a very photogenic visitor to PDX, sits expertly in front of the skybridge entrance. Nikko, his handler and his PDX dog therapy program teammates are part of what makes our airport pawstively exceptional!

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Shannon McArthur, PDX Customer Relations, 503.415.6859
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