Archive for January, 2016

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.

El Paso Employees Help Diverted Passengers Get Home on Christmas Eve

Tuesday, January 19th, 2016

PrimeFlight Employees Keep Calm and Serve Passengers During Diverted Flight

PrimeFlight employees, Kelby Sebastian, Sydney Orrill, Sandra Casas, David Beltran, Joel Guadarrama and Alex Chavira, led by general manager, Bella Farley, received a diverted flight on Christmas Eve, provided food and care for the unexpected passengers, and managed communication while reloading all cargo and passengers onto a new flight to get everyone home as quickly and safely as possible.

In the midst of a mechanical diversion, a flight of 211 passengers and seven crew members heading from Logan International Airport (BOS) in Boston, MA to Los Angeles International Airport (LAX) had to make an abrupt stop in El Paso International Airport (ELP) for repairs on December 24, 2015.

PrimeFlight employees quickly designated a sterile area of the terminal (as TSA had already departed for the evening). 40 minutes after receiving the initial alert at 8:30 p.m., their area was ready, and they began to help passengers deplane.

Receiving updates directly from the airline, the El Paso PrimeFlight team made clear announcements to customers, answered any questions and downloaded cargo from the disabled aircraft.

We are told in a thank you email from the airline how these individuals then proceeded to bring cases of water to their customers and brought in food options from outside the airport, as all concessions were closed. The crew even worked with the airport to provide blankets to try to keep everyone as comfortable as possible during the unfortunately timed delay.

After determining repairs would not be completed that night, the airline sent a rescue flight, which arrived at 2:40 a.m. early Christmas morning. PrimeFlight employees then swiftly reloaded cargo and passengers, and the flight left with no complications to arrive at LAX by 4:00 a.m.

Thank You to Our Hard-Working Employees

We are honored to have heard a detailed account of this event from the airline, and we are thankful for their partnership and dedication to getting their passengers home safely.

Holiday travel can bring heightened stress as is, so we are extremely thankful to our employees for their calm demeanors and hard work. Their ability to execute a plan with situational and operational preparedness is what sets us apart. Thank you again, Bella, Kelby, Sydney, Sandra, David, Joel and Alex.