News and resources for airport employees.
News and resources for airport employees.
David Budnick, Gail Schwendeman
David Budnick, Gail Schwendeman
Two Stories of Knowledgeable Customer Service
As we approach the next Quarterly Customer Service Awards, we're highlighting two past stories that focus on being knowledgeable, one of the three PDX People values.
David Budnick, TSA: "David can frequently be found interacting with passengers at the security checkpoint. When he speaks with passengers, he is friendly and attentive.
David shines when he observes passengers in need, particularly families that may need additional help such as those with hidden disabilities. David will approach them in a kind and compassionate manner and offer aid to make screening less stressful. He always takes the time to educate them about the programs offered by the Port of Portland or TSA that are available to help them in the future. He offers a sensory bag if appropriate and directs them to the sensory room or other amenities they may find useful. David's frequent interactions with passengers really make him stand out as an example of who we are at PDX."
Gail Schwendeman, Bags Inc.: "Gail approached me at the PDX information booth. Her passenger had just arrived from Frankfurt and was catching a connecting flight. However, somewhere along the line, she lost her cane and was very concerned about her missing mobility device.
Gail inquired about how she might help the passenger locate her cane. While we attempted to track down the cane, Gail kindly and attentively worked with the passenger. She got her contact information in case the cane was found. Gail also explained the situation to the passenger’s daughter over the phone and assured her that her mom was in good hands getting transferred to her connecting flight.
Ultimately, we were unable to find her cane in the short time frame, but we gave her a cane from our emergency supply room so that she'd have a mobility device for the remainder of her trip. Gail went above and beyond to assist this passenger and treated her with respect and compassion.
As we watched the interaction, we couldn't help but feel that Gail was treating the passenger as though she were a member of her family. Gail is an excellent example of the PDX People community, helping smooth out travel difficulties with friendly, respectful and knowledgeable assistance."
Missed the last virtual awards ceremony? View the event recording or read about past winners on the PDX People website. You can also nominate an employee who embodies the PDX People values and serves as a shining example of great customer service for next quarter – submit a nomination now.
Nominate a PDX Employee
Capers Bistro at PDX
What's New with PDX Next: October Forum
Ticket Hall: Today through Thursday, Oct. 31 crews will relocate the current temp wall 20 feet to the east as they continue installation of new terrazzo flooring.  Additional areas will be closed on the north and south ends as well. Expect elevated noise levels for floor grinding operations. Mitigation measures will be implemented to minimize noise, odor and dust.
Concessions Updates: Capers Bistro is now open in the south concessions hall. And, while there are already lots of great food choices, there are a few more coming soon: Oven & Shaker is expected to open next Wednesday, Oct. 30, and Sizzle Pie will serve up slices starting around mid-November. As always, all openings are subject to change; please be patient if there are unexpected hiccups as they get up and running. P.S. Even if you’re staying pre-security, don't forget to bring your PDX badge – many of our concessions offer an employee discount!
October Forum: Mark your calendar for Tuesday, Oct. 29, to get the inside scoop on Phase 2 of construction at PDX. The Port of Portland's Jen Guild along with Joe Brower of Hoffman-Skanska will share the latest construction updates and answer your questions about PDX Next in just 30 minutes. If you'd like to join this meeting, email PDX People Communications before the end of the day on Monday, Oct. 28, for the meeting link.
Looking for more PDX Next information? We're keeping you in the know on what's new on the PDX People website. Have questions or suggestions about construction? Email hello@pdxnext.com or call the construction hotline at 503.460.4339.
Noel Travilla Jr., David Vega
Noel Travilla Jr., David Vega
Badgeholders Win for Keeping PDX Safe and Secure
You already know that part of your job is keeping PDX safe and secure – but did you know you could win $50 doing just that? This month, two alert PDX People won for doing their part to maintain airport safety: 
Noel Travilla Jr., G2 Secure Staff: Identified and reported an unbadged individual on the ramp.
David Vega, Landry's Inc.: Prevented a piggybacking incident.
Want to be the next big winner? As part of the HAWKS program (Helping Airport Workers Know Safety), Global Security and Aviation Security teams conduct challenge plays at PDX. Or, if you know someone who followed security protocols, you can nominate them now. If you pass one of the challenge plays or are nominated, you’ll be entered in the monthly drawing for a $50 Visa gift card!
PCRs in a crosswalk signaling to stop.
Be Knowledgeable: Crosswalk Safety 
Whether you're on the way to catch the employee bus or heading to work, crossing the roadway is something most PDX People do at least once a day. Be knowledgeable about the rules and respectful of the safety measures that keep you and travelers safe:
Crosswalks are marked paths where it is acceptable and safe to cross the road. Crossing the roadway in undesignated areas is a hazard to pedestrians and drivers.
Look both ways before crossing. If possible, make eye contact with drivers. Drivers on the roadway are often distracted by their phones or by looking for their passengers to pick up.
Be respectful of the Parking Control Representatives (PCRs). They are there to ensure the safe and efficient flow of vehicle and pedestrian traffic. It's important to follow the directions given by the PCRs – they are there to keep you safe!
PDX employee at a baggage claim podium with a a Hearing Loop sign.
PDX Adds Hearing Accessibility Devices
Baggage claim is a bustling area with lots of action, talking and other background noise. For travelers with hearing impairment, it can be difficult to hold a conversation in this environment. Recently, PDX added Contacta 1 to 1 hearing loops at in the north and south Information booths as well as baggage claim podiums 2,3,7 and 8 to help alleviate these challenges.The loop creates a seamless communication experience for customers with hearing loss, enabling them to comfortably interact with staff at counters or during one-on-one interactions.
Lost and Found at the new mezzanine location.
Lost and Found
You’re walking down Concourse B when you stumble across a pair of prescription glasses on the ground. Do you know what to do next? If you said, “Take them to Lost and Found,” you’d be right! With the opening of the new PDX, our Lost & Found office has a new home. You can find Lost and Found on the north side of the Mezzanine level (before security) in the main terminal. Lost and Found’s open hours are listed online and there’s a place on the Lost and Found site where people can submit an inquiry about missing items – this is the best place to start if you or a visitor has lost an item at PDX.
Wildlife worker holding a hawk.
The Oregonian: PDX Makes Massive Effort to Prevent Bird Strikes
Bird strikes, like the one reported in the news over the weekend, are more common than you might think: There were 99 reported incidents in 2023 and 33 in the first six months of 2024 for flights departing or arriving at PDX. Preventing them not only keeps passengers safe, but can also save airlines hundreds of thousands of dollars in repairs. Our PDX Wildlife team works around the clock to lessen the likelihood of these incidents, using horns, sirens, lasers and even specialty fireworks to shoo away birds, along with important proactive measures. From wobbly signs to floating balls and thermal imagers, read about the tools they use to deter wildlife at the airport.
Ribbon cutting and KLM plane at the inaugural flight.
PDX in Pictures
On Sunday, KLM launched nonstop service from PDX to AMS (Amsterdam). We celebrated this inaugural flight with music, light refreshments, and lots of excitement!
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