News and resources for airport employees.
News and resources for airport employees.
Side by side photos of Heather Paksoz and Karen Crone.
Heather Pakosz and Karen Crone
Going the Extra Mile as a Team to Provide Personalized, Respectful Service
When a worried mother called the PDX Paging Information Center, she reached Port of Portland’s Karen Crone on the other end of the line. The woman was quite concerned – her 19-year-old son wasn’t answering his phone and had missed his Alaska Airlines flight.
Karen reach out to Heather Pakosz at Alaska and using teamwork, kindness and persistent paging, they were able to make contact with the missing passenger…but not until the following day.
When Karen and the young traveler connected, he was clearly distressed. To ensure he made it through the ticketing process, Karen stayed on the phone with him and once he reached the ticket counter, she asked to speak with the ticketing agent. The stars aligned: It was Heather on the other end!
Knowing that the 19-year-old needed additional assistance, Heather quickly rebooked him and made sure he got to the security checkpoint. By working together and giving the young passenger the extra support he needed, this team of two created a positive outcome for him and his family.
Heather and Karen were winners at the PDX People Customer Service Awards, where we 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
Baggage claim at PDX - travelers collecting luggage coming off of the baggage carousel.
What's New with PDX Next: More Crane Work and Carbon Health Moves 
After a mention in last week's issue, we now have additional details about crane work that starts late tonight.
If you arrive or depart during the wee hours – between 12:30 and 3:30 a.m., now through Friday, Aug. 27 – your route may be impacted. Work will be limited to the south side and will mainly impact the south exit lane and south baggage claim.
As with previous crane work, this is related to new HVAC installation, and the area underneath each ductwork drop will be closed off to make sure everyone stays safe. You'll see signage and spotters redirecting passengers leaving Concourse B/C to an alternative exit. You may also see workers redirecting those heading to the TriMet platform escalator and elevator, the south baggage claim offices and, for employees only, the bypass door in that area.
Also of note for this week, Carbon Health is now in a new location. They shifted slightly to the north and are toward the center of the upper outer roadway.
Woman shopping at Your Northwest Travel Mart at PDX. She is wearing a face mask.
U.S. Will Extend COVID-19 Transport Mask Mandate through Jan. 18
President Joe Biden's administration plans to extend requirements for travelers to wear masks on airplanes, trains and buses and at airports and train stations through Jan. 18 to address ongoing COVID-19 risks. A Transportation Security Administration spokesperson confirmed the extension: "The purpose of TSA’s mask directive is to minimize the spread of COVID-19 on public transportation." The current TSA transportation mask order runs through Sept 13.
United Airlines employee, wearing a blazer, tie and nailpolish.
United Airlines Introduces More Inclusive Cabin Crew Hair and Makeup Rules
United Airlines recently made a small but significant change, revising regulations around uniforms and appearance, including allowing customer-facing workers of all genders to be able to wear makeup and nail polish should they wish. Employees of all genders will also be allowed to wear their hair down.
According to United, the goal is to allow employees to "feel welcome to be their authentic selves at work and celebrate their individuality, while also serving as ambassadors for our global United brand." Read more about United's policies and other airlines that have also addressed more gender inclusive uniforms and regulations.
Three shots of PDX- the terminal and moon from the north perimeter road; a smoky, yet spectacular sunset; and the glow of moonlight as a plane prepares for takeoff.
PDX in Pictures
Wildfire smoke is both disruptive and dangerous, but also creates some stunning colors. Thanks to Airport Duty Manager Brian Burk for capturing three PDX beauty shots (clockwise from top) of the terminal and moon from the north perimeter road; a smoky, yet spectacular sunset; and the glow of moonlight as a plane prepares for takeoff.

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