PDX People: Stories of Extraordinary Customer Service

While working at the security checkpoint, TSA officer Linda Cooper (she/her) noticed a passenger in need of assistance. Her kind, proactive approach earned this compliment:

“I was traveling alone and in an unfamiliar airport – I was not sure where to find my gate. Linda flagged me down as I entered the security line. She treated me with respect and was very patient with my questions.

I was struck at how friendly and knowledgeable she was and, most importantly, Linda took the time to help me when she could have easily let me walk on. Linda is definitely one of the most pleasant TSA officers I have ever encountered.”

A passenger sent in this compliment for SP Plus Corporation shuttle driver Brad Forrest (he/him):

“A great shuttle bus driver just dropped my family off in the parking lot. The driver was a nice gentleman named Brad. He drove safely and was patient with all the passengers and their many stops. Keep up the good work, young man! Thank you for getting my family a bit closer to home.”

Kathleen Holland

ABM

Kathleen Holland (she/her) with ABM was nominated by her manager:

“A passenger approached Kathleen as she was providing directions and assistance by the TSA checkpoint. The passenger had just arrived but missed her connection due to a flight delay.

The passenger was despondent and quite anxious. Kathleen guided the passenger to her airline’s ticket counter to rebook her flight, however the next flight wasn’t until the following day.

Kathleen then helped the passenger book a hotel and get a taxi. To top it off, Kathleen even checked back later that evening to confirm the passenger arrived at the hotel safely.

Kathleen demonstrated knowledgeable, friendly and respectful customer service that truly went above and beyond, and I am proud to nominate her for a PDX People customer service award.”

Capers Café employee Jodi Martini (she/her) received two customer compliments for her outstanding service:

“Jodi is an extraordinary employee. She helps so many customers with grace and humor and makes it look easy…but my serving history reminds me otherwise! I travel often for work, and she is absolutely and by far the quickest, most personable server I have had. This woman deserves a raise! This is the first time I’ve met her, and I will be sure to return to Capers in hopes I am lucky enough to have her as a server again.”

“I have had Jodi as a bartender twice in the last month, and she has been extremely friendly, kind and engaging. Even when working while short staffed, she provided great service to all customers, and it all feels very genuine. She was simply wonderful!”

A fellow PDX employee observed PDX volunteer musician Doug Shafer (he/him) provide a wonderful performance and exceptional compassion for a passenger.

“I stopped to watch Doug perform ‘Blue Eyes Crying in the Rain.’ I saw a passenger also pause to listen to the song. As he finished, Doug noticed the traveler starting to cry. He asked her if she was okay. She said, ‘No, my father passed away recently, and that was his favorite song.’

Doug respectfully gave his condolences and asked if she needed a hug, to which she replied, “Yes.” What a wonderful ambassador for the Port of Portland, showing kindness and his gift of music for all to hear. Thank you, Doug!”

After going the extra mile to provide a passenger with compassionate and respectful service, Natasha Tunstall Smith (she/her) with Delta Air Lines received this letter of thanks:

“A last-minute flight cancellation meant I was not going to get back home as I had planned.

I raced to the airport since there was a slim chance I could make it on a Delta flight. Unfortunately, I didn’t quite get there in time, but Natasha sat down with me and was able to help me calm down and work through the options to get home.

I really appreciated her help. Having someone with her friendly, respectful attitude towards customer service is a real asset to your airport.”

Mark Tarutis (he/him) with Tender Loving Empire was nominated by his manager for creating a safe, welcoming environment at PDX:

“While Mark was working an early morning shift, a gentleman came in the store who was expressing some frustration. His flight had been canceled and he was feeling worried and afraid.

Mark noticed the passenger was distressed and wanted to help him remain calm and make it to his destination. Mark reassured him, then escorted the man to an airline desk to see if there were any flight options. The man was thankful to Mark for the assistance – he called him ‘his angel.’

This is a perfect example of the respect and kindness we strive for at PDX. Mark took it upon himself to make sure the customer felt take care of, and I could not be prouder of the humanity on display!”

Anne Tenry (she/her) with Hertz Car Rental was nominated by a co-worker:

“Anne is a superstar who goes above and beyond to mentor others and inspire them to provide extraordinary service, just as she does. Beyond that, she also guides them to meet company goals.

When assisting customers, she treats each situation as important and makes sure all customers are taken care of in a timely manner.

It’s fun and exciting to work with Anne on the same team. She has a positive attitude, integrity, confidence and great communication skills.”