Francisco Giron Figueroa Speaks to Providing Outstanding Customer Service
Francisco Giro Figueroa with ABM was nominated by a PDX employee:
"An elderly passenger in a wheelchair was brought to the north information booth. Two Spanish-speaking passengers from the flight accompanied them because they spoke only Spanish and needed assistance, but they had to continue their journey and didn't know what to do.
Without a Spanish-speaking volunteer on duty, I called for assistance and Francisco Giron Figueroa came to help. With Francisco translating, we learned the passenger needed to get to Pasco, Washington. They wanted to fly, so Francisco helped them book the next Alaska flight to their destination. However, their credit card from Mexico would not work. Between finding a payment solution with the ReadyCARD machine and flight prices increasing every minute, Francisco stayed calm, focused and on task, keeping the passenger apprised of what was happening and why.
After hitting snags booking online, Francisco suggested booking over the phone and trying our luck with an agent. After much waiting, more challenges with ID and payment, the passenger was finally booked...and at a lower price. After checking in at the ticket counter, we finally left the passenger in the hands of a Bags Inc. escort...but not before Francisco ensured they had a plan for getting safely from the Pasco airport to their destination."
