Nominate PDX People for Quarterly Recognition by Wednesday, April 7

Do you know a co-worker or fellow PDX employee who goes above and beyond? Acknowledge their outstanding efforts during the first quarter of 2021 (January through March) by nominating them for a customer service award!

The process is simple: Using this form, provide a real-life example of how your nominee delighted a passenger with outstanding service. Including customer compliments is always encouraged! Nominations are due Wednesday, April 7.

Every nominee will receive special appreciation for their efforts and the PDX People working committee will select 10 employees – one from each of our airport industries – to win the exceptional honor of a PDX customer service award.

Nominate a PDX Employee

To recognize airport employees who truly stand out as extraordinary, the next PDX People Customer Service awards ceremony will be held on Tuesday, April 27. The event is held virtually so add it to your Outlook calendar now or bookmark this link to watch it live.

Missed the last virtual awards ceremony? View the event recording or read about past winners on the PDX employee website.

Jessica Rousseau Shares Her Secret to Peak Customer Service

When a passenger takes the time to write in with a compliment, you know they've received top-notch PDX People service...and we have to know, what's the secret?

Timberline Lodge employee Jessica Rousseau tells us that listening carefully to understand what a customer might want – even if they haven't said it explicitly – is the magic ingredient for great service.

In their note, the delighted passenger wrote:

"We walked in looking for a bottle of wine to take back to a friend. Jessica asked about preferences and then cheerfully talked us through many of their products. She was knowledgeable and incredibly friendly.

I have been to a lot of wineries and breweries, and this was one of my most positive experiences. We ended up with two bottles of wine and a bottle of beer because she made it all sound so good! By far, the best customer service I have ever experienced in an airport."

In this case, the stellar service led to a purchase, but Jessica notes that she treats people with respect and provides the same friendly assistance to all, ensuring everyone has a great experience...even if they don't buy anything.

PDX Red Lot Vaccine Appointments Available for Frontline Workers

Last Thursday, we shared that OHSU has agreed to provide a limited number of dedicated appointments at the PDX Red Lot drive-thru clinic for frontline workers.

We expect to have 1,000 dedicated appointments per day of clinic operations and appointments will be added on a weekly basis as vaccine allocations are determined. For security reasons, the appointment registration link will expire each week. The updated link will be shared in this newsletter as it becomes available – please encourage your PDX co-workers to sign up now.

If you don’t have internet access or your primary language isn’t English, you can call OHSU 833-OHSU-CCC (833-647-8222) to schedule an appointment. Be sure to tell the OHSU operator that you’re affiliated with the Port of Portland, even if you're not a Port employee but you work in a Port facility such as PDX.

Please keep in mind that the PDX Red Lot is a drive-thru location. If you need transportation assistance, email PDX Customer Service or call 503-460-4234 to make arrangements.

Finally, we recommend that you bring your employee badge or another form of employment verification, as you may be asked to show it when you arrive at the clinic.

Frontline Worker Appointment Registration

Clocktower Plaza Construction Delayed

While the major impacts of construction planned for Clocktower Plaza are delayed by a week, you may still have noticed some changes.

On Monday, a temporary barrier went up to block off the center of the area, allowing for certain work to begin and for some concessionaires to move out as planned. The good news? Elephants Deli and Your Northwest Travel Mart will stay open in their current locations until the new Clocktower Plaza closure date, at which point their new pre-security locations will open. As a reminder, Portland Roasting continues to operate as usual.

We expect the full closure of Clocktower Plaza to take place in the evening on Monday, April 12 – that’s when you’ll see the old paths between the ticket lobby and security lanes close and new paths open. The following week, construction crews start soft demolition – the technical term for deconstructing a building without removing any major structural components. That means it’s going to be loud in the ticket lobby and the security lines for the rest of 2021.

We know it isn’t going to be easy to work in this environment, and we’ll be here to support you through it all. Watch for more details coming your way next week.

What's New with PDX Next: Concourse B Roof Work Impacts

Have you experienced some unpleasant odors in baggage claim and other areas around PDX? These are related to the Concourse B roofing work, which involves using tar.

The odors are intermittent because roof work is only done on dry days and the wind carries the smells only if it's blowing toward the terminal. To help reduce odors, we adjusted the HVAC system. We also investigated and tested the air quality, which is within normal limits. Weather permitting, we expect the work to be complete in mid-May. Read the latest PDX Next updates.

We'll keep you in the know on the PDX employee website, where we post updates every month. Have questions or suggestions about construction? Email hello@pdxnext.com.

NPR: What You Need to Know About Air Travel Right Now

According to TSA screening numbers, more Americans are traveling now than they have since the start of the pandemic. As more people are flying, and as vaccinations proceed, many others are itching to catch the next flight to see loved ones, sit on a beach or simply go somewhere (read: anywhere) new. But is it too soon to get on a plane? Listen to NPR's 1A podcast, where a panel of experts answers questions and breaks down the latest safety guidance for air travel.

Constance von Muehlen Named Alaska Airlines COO

Constance is the first woman to hold the position in company history. Read the full story to learn how her path as an officer in the United States Army and Black Hawk helicopter pilot started with her love of aviation as a 7-year-old girl.

Transgender Day of Visibility Offers Opportunity to Educate Yourself

Last Wednesday was International Transgender Day of Visibility, a time to celebrate transgender people around the world and their many contributions to society, while acknowledging the bravery it takes for this community to live authentically.

International Transgender Day of Visibility also raises awareness around discrimination and violence faced by transgender and gender-nonconforming individuals. We hope you’ll take a moment to build your awareness through HRC.org (Human Rights Campaign) and put your learnings into practice by providing inclusive service to all PDX travelers.

Here are a few things you can do right now to support trans and nonbinary co-workers, friends and family: Explore why pronouns matter and how you can use them in your daily life, understand the relevance of gender neutral restrooms and stay vigilant in supporting trans youth in our communities.

PDX in Pictures

Last week, the Portland Airport Fire and Rescue team took some time to get familiar with access to areas temporarily deemed “high hazard” due to PDX Next construction. In partnership with Portland Fire and Rescue, the teams practiced removing an injured patient from the fifth floor of the new parking structure, using both a ladder truck and a crane to perform the simulated rescue.

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