Congratulations to Our 2016 Horizons Award Winner

September 15th, 2017

Each year, our parent company, SMS Holdings, recognizes the company’s top performers with the distinguished Horizons Award. It is awarded to one PrimeFlight Aviation Services employee who displays exceptional performance and attitude, demonstrates an unwavering commitment to customer service, is viewed as a leader among his or her peers and exemplifies the company’s core values in action.

We congratulate our 2016 winner, Mattie Holland, and thank her for setting the standard in service excellence!

Mattie Holland, now in her fourth year with PrimeFlight, is an exemplary General Manager who has taken firm control of the Detroit business unit. She has achieved not only profitability and customer satisfaction, but has also created a cohesive business unit with a positive and motivated employee culture. Through her leadership, Mattie and her team won the Southwest Quality Cup distinguishing them as the best cabin cleaning station nationwide. Mattie’s laugh and upbeat attitude are contagious. She not only exemplifies our core values, she lives them.

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Mattie Holland

PrimeFlight Aviation Services
General Manager, DTW (Detroit Metropolitan Airport), Detroit, MI

DEN PrimeFlight in the News

August 31st, 2017

Have you ever wondered, “What happens at an airport overnight?” Harriet Baskas with USA Today got a unique peak at Denver International Airport. PrimeFlight’s Operations Director at DEN, Jia Spain, goes over a few of our best practices when it comes to aircraft cleaning. Click the link below to read the article and get a behind the scenes look.

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Behind the scenes: What happens at an airport overnight?

February 2017- Prime Player Awards

February 15th, 2017

Distinguishing employees for their “Whatever it Takes” attitude.
Accolades from passengers and partner airlines have been pouring in this month, and PrimeFlight couldn’t be more proud of our employees! The Prime Player Award goes to individuals who were recognized by peers, supervisors, passengers and/or customers on a job well done. Below, PrimeFlight is pleased to announce the Prime Player Award Winners for February 2017:

Luis Muñoz Marín International Airport (SJU) Prime Players

The entire team at SJU, especially Yailyn Nieve, Juan Nieves, Luis Zamora and Gabriela Davila, has impressed us all here at PrimeFlight with their commitment to delivering first-rate customer service.

Philadelphia International Airport (PHL) Prime Players

PHL always shows great pride in their customer service, as well. Rebecca Holmes is a shining example of that. PrimeFlight gives special thanks to Troy Stitt for making a lasting impression on a passenger needing wheelchair assistance. In her words, “He made it a lot easier for my travels and I will never forget his kindness!” At PrimeFlight, we know that employees like Mr. Stitt and Ms. Holmes are true assets to our company.

LaGuardia Airport (LGA) Prime Players

An American Airlines employee at LGA wrote to PrimeFlight commending William Hudson and Juan Liriano for helping her “go above and beyond to help make everything possible for a lady travelling to DFW.” The American Airline employee described the situation saying the group had only 35 minutes to reschedule the customer, assure her bags were checked correctly and ensure that she arrived on time at the gate for her new flight. She explained that our employees stepped up to the challenge! Mr. Liriano made sure the woman’s bags were in order, while Mr. Hudson took the lady and her infant through all the TSA checkpoints and over to her gate. PrimeFlight applauds our employees’ professional attitudes toward the passenger and the partner staff.

In another situation at LGA, through the quick response from PrimeFlight supervisor, Angelica Carmilema, and the coordination of Juan Adames for a shuttle bus, PrimeFlight was able to successfully connect 14 customers that were running behind for an outbound Envoy flight because of a late inbound. It is Ms. Carmilema’s and Mr. Adames’ quick thinking that made this task successful, and the Customer Service Manager at Terminal C, could not have been more thankful for your help in the matter. We are honored that Ms. Carmilema and Mr. Adames have represented the PrimeFlight family so well in what could have been a stressful situation for all.

The PrimeFlight employees and their teams that were recognized this month have made exceedingly proud. Thank you all for guaranteeing a lasting customer service experience to our passengers and the customers we partner with.

January 2017 – Prime Player Awards

January 15th, 2017

Recognizing employees for going above and beyond.

At PrimeFlight, we know that achievement and success aren’t by accident. Our company recognizes this hard work and gives due importance for talented professionals. The Prime Player Award goes to individuals who were recognized by peers, supervisors, passengers and/or customers on a job well done. That being said, it is an honor to announce the following Prime Player Award Winners for January 2017:

Seattle–Tacoma International Airport (SEA) Prime Players

To the team at SEA, PrimeFlight whole-heartedly appreciates your professionalism and your great team spirit. Aldious Molina received the Prime Player of the Year- Wheelchair Award, Ismail Ali is the Bag Runner of the Year Award recipient and Sucdi Ali was given the Prime Player of the Year- Dispatch award.

Danilo Dantic and Olivia Primero were both acknowledged at SEA this month with Prime Player Awards recognizing their ten years of service with the PrimeFlight family.

Philadelphia International Airport (PHL) Prime Players

Our employees at PHL take an obvious personal pride in their work. The quality attained by Kendeya Washington, Jeffrey, Tiffany Carn and the entire PHL crew, is an integral part of our company’s success. Ms. Washington was specifically recognized for partnering with United Airlines for “professionally and politely” assisting a passenger to their gate.

Minneapolis–Saint Paul International Airport (MSP) Prime Player

Abdisalam Isse at MSP, PrimeFlight is pleased to watch you represent your team so well in delivering a wonderful customer service experience to a passenger. From the General Manager at MSP in regards to the passenger and Mr. Isse’s assistance, “I received a phone call today from a passenger who was assisted by our electric cart driver last night (Abdisalam Isse), who took her from the F-Concourse to the A-Concourse just in time to make her flight. She wanted me to know how wonderful of an experience she had with him and wanted to send praise about his service. She came back through the airport today and called me and wanted to let me know how thankful she was for the service. She was on a 17-hour journey yesterday and after a long stressful day she just wanted to get home.”

It is a pleasure to watch our employees perform and win praises for the company. PrimeFlight appreciates your achievements and your dedication to taking the company’s success to a higher level. Thank you again for all that you do.

No Lost Luggage Here!

April 4th, 2016

It’s many passengers’ biggest fear — Arriving at your destination without your bags. No one wants to hear their luggage is lost, but it’s a scenario that can unfortunately be all too common.

So, at PrimeFlight, we treat luggage like we do passengers — We do everything we can to work with airlines and airports to ensure everyone’s luggage arrives at it’s correct destination on time.

Always Have a Plan B for Luggage Delivery

At one large airport in the northeast, a catastrophic bag system failure occurred, which affected luggage delivery and organization for several airlines. A new baggage system had been integrated, but unfortunately the new system was malfunctioning, and contingency plans had not been developed yet by the city.

This lead to delayed communication throughout the terminal and a bit of mayhem behind the scenes as employees began to realize the ramifications of the system failure.

As bags were screened and engineers worked to solve the problem, luggage belts became even less consistent. As soon as one would start working, others would stop again. It was evident the entire system could not be trusted, so PrimeFlight employees made themselves available.

Sky Captains met quickly with the TSA and called upon every wheelchair agent and extra set of hands they could find.

The new unit worked together to manually move at the very least 1,500 – 2,000 bags for every airline at the terminal. This ensured every passenger’s bag was properly delivered to them and bought the engineers more time to fix the system before luggage backed up even worse.

We want to thank the nine PrimeFlight employees who assisted in diverting this crisis and instead helped to deliver a great passenger experience for passengers across multiple airlines and destinations. Thank you John El, Rabboni El, Immanuel El, Jeffrey Jacobs, Jermaine Mason, Sam Jenkins, William Garcia, Witold Wawrzynczak and Roger Starkey.

Making the Flight On-Time: Customer Testimonial

March 31st, 2016

Read This “Almost Missed My Flight” Experience:

One passenger sent us an email detailing her experience working alongside PrimeFlight employees as she rushed to get everything taken care of and get herself and her elderly mother on the correct flight in time. It read:

I would like to commend the exceptional customer service received at the San Juan Airport (Luis Munoz Marin), in San Juan, Puerto Rico, at the Southwest Airlines counter. I was traveling with my 83 yrs old mother, and had just walked a long ways after dropping off my rental vehicle. I had not a very pleasant experience with the [car rental] personnel. I requested help with my luggage and was told they did not had any person to assist me with the luggage. My mother and I had to walk a long distance pushing four [bags], until we arrived at your service counter to get our boarding tickets. Ashley Pintado. and Abraham Rivas (counter) immediately realized we only had a few minutes to register, and we did not know that we needed to be cleared with Agriculture. Ivia Rivera and Norberto Pineiro (luggage), took our four [bags] and without hesitation ran across to take our luggage to be cleared. Without these four young and well-mannered attendants, our experience may have been totally different. We were able to make it on time to our boarding gate, and were able to take our flight. Please commend these young attendants; because of their service, our experience with Southwest Airlines will never be forgotten.Thank you for having such an exceptional crew. I also want to say thanks to the crew of both flights, departing and arrival from our destinations, crew and pilots made a very pleasant experience for us. Thanks again for such great customer service.”

Thank you for the kind words. We are proud to provide this type of experience even when the window is small to catch that flight. We have commended each of the PrimeFlight employees with our PrimePlayer awards, and look forward to sharing future stories of similar service.

This is just one of many noteworthy emails we have received from passengers flying in and out of the San Juan Airport (SJU) lately. Again, we are proud to have such an exceptional team there serving passengers and airlines so well everyday. Thank you all.

PrimeFlight Wins SWA 2015 Aircraft and Facility Appearance Station of the Year

March 11th, 2016

We proudly announce PrimeFlight received Southwest Airlines’ Aircraft and Facility Appearance Station of the Year for 2015!

Congratulations to our TPA team!

PrimeFlight employees at Tampa International Airport (TPA) earned the prestigious award for their hard work and dedication throughout 2015 to keep their post as clean and organized as possible so the airline can operate at optimum efficiency.

Southwest Airlines hosted a great evening to congratulate our TPA team. Southwest representatives Mike Hunter, Director of Aircraft Appearance, Brian Bond, Sr. Manager Aircraft Appearance, and Ron Dawson, Manager Aircraft Appearance, all made a special trip from DAL HDQ to celebrate with us.

We want to extend a special tribute and recognition to Angel’s outstanding leadership, his great employees, as well as Mike Dillow and David Kuhns for their outstanding support throughout the year.

Congratulations again to everyone at TPA. Thank you for being a special group, committed to excellent quality!

PrimeFlight Employee Saves Passenger with CPR

February 11th, 2016

Michelle Isaacs, PrimeFlight employee at Hartsfield–Jackson Atlanta International Airport (ATL), provided CPR to a passenger who collapsed and stopped breathing.

According to one medical account, her quick response and proper technique likely saved the passenger’s life.

For her heroic act, she was surprised by the ATL airport authority with an award and mini-ceremony to honor her. The celebration began in front of the American Airlines Ticket Counter suddenly, when about 7 airport managers, carrying balloons, came around a corner clapping loudly and whistling to get everyone’s attention. The airport authority did an outstanding job recognizing Michelle for her service.

After reading a proclamation naming her the coveted ATL Employee of the Month, they presented her with three gift cards, a month of free parking right next to her terminal, and a permanent placement on the wall of fame at ATL.

She also received a PrimePlayer award for her hard work. We are proud of Michelle, and very thankful for her proper training and quick decision making in this scenario, so that a passenger experiencing an emergency could stay safe and healthy. Thank you, Michelle!

SJU PrimeFlight Employees Receive Award for Response During Power Outage

February 10th, 2016

Congratulations to Angel Rojas, Brian Cambre, Indhira Rios, Iris Marrero, Nancy ONeill and Nestor Ledoux, our latest PrimePlayer award recipients!

We recently received words of praise from one of our airline partners at Luis Muñoz Marín International Airport (SJU) in San Juan, detailing the response our team provided during a power outage at the airport.

Our partner shared, “I would like to thank you and your team for the excellent performance displayed during today’s system outage. Not only was there a quick response from your team, but your leaders were quick to assist and even [went] above and beyond to help us accommodate our queues. Due to this excellent service I must say that our customer demeanor remained neutral and no complaints were received.”

We proudly extend our sincerest thanks to each of these employees. Congratulations again, and thank you for being excellent ambassadors of our partners!

Winner of Passenger Services Supplier of the Year 2015

January 28th, 2016

We are excited to announce PrimeFlight has received Southwest Airlines’ Passenger Services Supplier of the Year Award for 2015!

Truly Honored

Southwest Airlines measures the number of ADA complaints, bi-monthly survey results, the number of SOPI complaints and internal customer feedback among each of their suppliers to determine an annual winner for their prestigious Passenger Services Supplier of the Year Award.

We are proud to win this year’s award after another successful year partnering with SWA in 15 airports across the nation!

This distinguished award is a testimony to the great service our frontline employees provide each and every day. To our wonderful employees, thank you for always setting the bar high and working hard to do “whatever it takes” to serve our partners and passengers well.

We also want to give a special thanks to Southwest Airlines for honoring us with this award. We are continually excited to share in delivering your excellent customer care standards, and look forward to continuing our partnerships in 2016 and beyond. Thank you.