Archive for the ‘News & Updates’ Category

PrimeFlight Employee Saves Passenger with CPR

Thursday, 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!

Winner of Passenger Services Supplier of the Year 2015

Thursday, 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.

PrimeFlight earns ISAGO Certification

Wednesday, July 23rd, 2014

ISAGO Certification

PrimeFlight is honored to announce our ISAGO quality certification.

The International Air Transport Association (IATA) conducts a thorough audit before awarding the IATA Safety Audit for Ground Operations (ISAGO) certification.

According to IATA, the ISAGO certification, “relies on a backbone of audit standards applicable to all ground companies worldwide, coupled with a uniform set of standards relevant for the specific activities of any ground handler.”

We are proud to meet the high standards set by ISAGO and intend to fully uphold these standards moving forward in all current and future PrimeFlight locations.

Read more about the ISAGO certification at the IATA website.

Lost and Found: $8,000 returned thanks to PrimeFlight employees

Tuesday, June 10th, 2014

PrimeFlight cabin service employee Maria Ochoa turns in hundreds of items left onboard aircraft everyday, including wallets, cameras, cell phones and more.

Lost and valuable

On May 6, Ochoa discovered a left-behind purse just like many before it. However, this purse was open and filled to the brim with cash.

Ochoa immediately delivered the purse to her cabin service supervisor, Renee Goodwill. Goodwill elected to take the purse straight to the baggage service office, rather than waiting until later in the shift per their norm.

Alongside the agent on duty at the baggage service office, Goodwill and Ochoa decided to give the purse to the airline to secure in their safe since it obviously contained so much cash.

Crisis averted

While a resolution was being discussed, a woman in a very panicked state came into the baggage office claiming she left her purse containing a large amount of cash onboard a flight. The woman’s identity was confirmed as the rightful owner.

Baggage service asked her how much money was in the purse before counting to confirm it was all there. The woman stated there was $8,000 in cash, all of which was kept safe in the purse.

The woman was delivering the cash to her son for the purchase of an automobile.

Prime Player Awards

Thanks to Ochoa and Goodwill’s integrity and foresight to take additional precaution to secure this item, the woman received her lost purse and cash with ease.

Both Ochoa and Goodwill received the Prime Player Award. We thank them for their continued service and reliability.

Unknown Flammable Substance Removed from PHL International

Wednesday, April 30th, 2014

On April 8, 2014, in PHL International, PrimeFlight employees successfully evacuated Terminal D after identifying an unattended bag containing flammable materials.

Alerting the authorities

A passenger approached PrimeFlight agent Deborah Edwards to bring her attention to a suspicious bag in Terminal D near the United Ticket Counter. Deborah Edwards notified fellow agent Dayton Lawrence who notified the Philadelphia Police Department.

The PPD arrived with dogs and immediately assessed that the bag did contain unknown materials and was therefore cause for further investigation and safety precautions.

The police contacted their bomb squad and ordered evacuation for the terminal.

Protecting passengers and employees

Edwards and Lawrence began to organize the safe evacuation of all employees and passengers. This involved securing the ticket counter and re-routing passengers with boarding passes to another terminal without bringing attention and alarm to the situation.

Dayton notified PrimeFlight Duty Manager, Blondine Augustine on her shift in the next terminal, that all inbound passengers would be sent her way to divert them from possible danger crossing over the site of the unknown bag.

Augustine notified all PrimeFlight employees in her area in person in order to avoid passengers overhearing the problem over the radio.

Removing the threat

After fifty-two minutes, the bomb squad gave clearance to the area after removing the bag. The bag contained batteries, an unidentified flammable substance, wiring and an additional bag suspected for use in igniting the substance.

Edwards, Lawrence and Augustine resumed their duties and quickly relocated passengers to their proper terminals or flights.

By stopping, thinking and acting, Edwards, Lawrence and Augustine prevented a possible explosive incident and have been awarded the Prime Player Award for their efficiently thwarting the threat and maintaining a calm and orderly airport.

Thank you

Congratulations and thank you to Edwards, Lawrence and Augustine for their exemplary service.

Congratulations to Our 2013 Horizons Award Winner

Friday, January 3rd, 2014

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 2013 winner, Paula Kucinski, and thank her for setting the standard in service excellence!

2013 Horizons Award Winner
2013 Horizons Award Winner Paula Kucinski with CFO Hiram Cox (left) and CEO Keith Wolken (right)”


Paula receives the 2013 Horizons Award

Natalia Starling Joins PrimeFlight as General Manager – GSP

Friday, October 18th, 2013
Natalia Starling, new PF GM at GSP

Natalia Starling, new PF GM at GSP

We are pleased to announce that Natalia Starling has joined the team as the new PrimeFlight general manager at Greenville-Spartanburg International Airport (GSP).

Natalia is an Industrial Engineer who comes to us via a career managing commercial property facility cleaning. Most recently Natalia oversaw a workforce in excess of 45 people and 120,000 square feet at a Michelin US plant in the Greenville-Spartanburg area.

Residing in Greer, SC, Natalia is the mother of two children (ages 11 and 13), and enjoys time traveling with her family.

She is an outstanding addition to the PrimeFlight family. Please join us in welcoming Natalia.

Mark Gilbert Joins PrimeFlight as General Manager – ROC

Thursday, October 17th, 2013
Mark Gilbert, new PrimeFlight GM at ROC

Mark Gilbert, new PrimeFlight GM at ROC

PrimeFlight would like to welcome Mark Gilbert as the new general manager at Greater Rochester International Airport (ROC).

Mark comes to us with a very strong management background in the call center environment and has an extensive quality assurance background as well. Mark attended Texas A&M University and majored in Computer Science and Business Administration.

Mark is an outstanding addition to the PrimeFlight team. Welcome, Mark!

PrimeFlight Participates in United Airlines EWR Safety Festival

Wednesday, June 19th, 2013

PrimeFlight recently participated in United Airlines’ Safety and Wellness Festival at Newark Liberty International Airport (EWR). Our own Mike Diaz, PrimeFlight GM at EWR, handed out free “Safety Matters” backpacks.

Mike Diaz at the PrimeFlight table during the EWR Safety and Wellness Festival

Mike Diaz at the PrimeFlight table during the EWR Safety and Wellness Festival

EWR Safety and Wellness Festival

EWR Safety and Wellness Festival

EWR Safety and Wellness Festival certificate from United Airlines

EWR Safety and Wellness Festival certificate from United Airlines

Luis Lastra Joins PrimeFlight as General Manager at SJU

Thursday, May 9th, 2013
Luis Lastra, New GM at SJU

Luis Lastra joins PrimeFlight as general manager at SJU

PrimeFlight is pleased to announce Luis Lastra as the new General Manager at Luis Munoz Marin International Airport (SJU) in San Juan, Puerto Rico.

Luis is a 25-year veteran of American Airlines, recently retiring as the International Director of the San Juan hub, U.S. Virgin Islands and British Virgin Islands for American Eagle.

Beyond his vast experience in airport operations, Luis holds a Bachelor of Science Degree in Finance. He is bilingual in Spanish and English. Having spent the majority of his career in San Juan, Luis is well connected at SJU.

Luis is a proud father of an 11-year-old daughter, Amanda. Both reside in San Juan, Puerto Rico.

We are excited to have Luis join the PrimeFlight team!