Working With A Partner [Testimonial]

December 15th, 2014

From the desk of President and CEO of Southwest Airlines, Gary C. Kelly, comes a testimonial from a SWA passenger at Minneapolis St. Paul International Airport (MSP), where PrimeFlight proudly partners with SWA.

We work alongside SWA to represent their brand with integrity and pride as we serve passengers in the airport everyday. One guest, Mary, had this to say:

“My nearly 94 year old mother, Ruth G., flew by herself from Midway to MSP last Wednesday and I have a huge Thank You to the Southwest staff at both airports for taking such great care of her. From the time the limo driver handed her off to Southwest in Chicago, your staff respectfully and efficiently made sure she was comfortable, wheeled to the bathroom, got her boarding pass, checked her luggage, etc – and then moved her with a gate change due to weather.

“Then she was assisted onto the plane for a good flight. I got an escort pass and met her at MSP at the gate and we had a wonderful young woman … who assisted us in picking up luggage, going to the bathroom and wheeling her directly to the car. We have flown together last year on Southwest and had the same experience, so she felt up to trying it alone – and now is totally confident about her return flight to IL in January. Thanks Southwest for all that you do in offering such great customer service. That’s why we only try to fly with you!”

We are proud to work closely with one of our partners to create this kind of satisfactory experience. Thanks for all the kind words Mary, and we hope to serve you again soon!

Technology Update – Tablets in Airport Wheelchair Services

October 2nd, 2014

tablet-technology-for-wheelchairsAs airline technology continues to evolve, it’s not uncommon to see passengers organizing travel plans from their phones or tablets. It is increasingly easy for passengers to book flights and make changes online — a vast improvement to traveling most of us are well aware of.

Wheelchair services to and from flights are also integrating technology in new ways to provide a more efficient experience during travel for individuals who require a wheelchair.

Specifically, hands-free tablets positioned on wheelchairs can bring more options for wheelchair attendants, which allows them to provide better guest services. Recent improvements include:

  • Smart organization– A web-based and password protected app allows wheelchair services to quickly check a guest’s travel plans and safely escort them from one flight to the next.
  • Ease of access – Mounted tablets with a safety-driven focus provide better opportunities to stay organized, anticipate any flight changes and continue to assist passengers.
  • Better service – These tablets can be used by management to track quality and continue to refine effective, no-miss service for guests’ travel experiences.

At PrimeFlight, we enjoy serving guests with new technology opportunities to make travel easier. Our passengers are excited to be able to easily locate their wheelchair when they see their name on a mounted tablet, and they enjoy the quicker travel times and real-time flight updates.

With continued announcements of new wearable technology and mobile solutions, we look forward to navigating through the next wave of technology to enrich wheelchair services even further.

Why Quality Services Matter [Testimonial]

August 30th, 2014

“I would like to compliment the extraordinarily good service we received from a PrimeFlight employee. We were traveling from Kansas City to Dallas on July 22. My wife walks with a cane and we had a long wait before our flight. She saw [PrimeFlight employee] Asher Bull with a wheelchair and asked if it was available. He went out of his way to wheel her to our gate, [and] made sure we were comfortable.

Then 2 hours later when our flight was ready to board, he came back, and wheeled us to the plane. Your company is well-served with people as friendly and helpful as this man.”

Testimonials like this one (who wished to remain nameless) are why we work hard to serve passengers well. We very much appreciate the recognition and are thankful for the opportunity to have served this individual and his wife.

To read more about the technology behind our high-quality wheelchair services or to request a proposal, please visit our Wheelchair Services page.  

PrimeFlight earns ISAGO Certification

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

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.

National Mobility Awareness Month 2014

May 29th, 2014

As National Mobility Awareness Month winds down, we want to recognize efforts of the National Mobility Equipment Dealers Association (NMEDA), dedicated to expanding mobility options for people with disabilities.

Local Heroes Contest

The NMEDA hosts a “Local Heroes” contest each National Mobility Awareness Month and is currently selecting winners from a list of finalists who will receive custom wheelchair accessible vehicles. Read the finalists’ amazing stories here.

SynTrack Centralized Dispatch

National Mobility Awareness Month aims to show the world, “how people with disabilities can live active, mobile lifestyles.” We are excited to aid this cause with our automated wheelchair dispatch technology, SynTrack Centralized Dispatch.

We are proud to support many of the 18 million people living in the U.S. and Canada with restrictive mobility issues with SynTrack, which helps schedule passenger pick-ups and drop-offs at airports across the nation.

We are committed to providing efficient wheelchair dispatch services throughout the entirety of a passenger’s flight through SynTrack. Watch a quick presentation to see how:

Discover how your airport can better serve and empower individuals with disabilities and mobility challenges. Contact us now.

Unknown Flammable Substance Removed from PHL International

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

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

4 PrimeFlight Employees Praised

November 15th, 2013

Four PrimeFlight employees were recently commended by passengers and staff. Thank you for a job well done!


“I flew into Omaha and Sharon was my attendant, she was excellent! She was very kind and was a big help. I am so appreciative. She’s a keeper!! Thanks so much!”

Darlene C.


“I just wanted to let you know that when I left Omaha, NE I was greeted by one of the nicest PrimeFlight employees named Sharon Presley. I believe this world needs more people in it like Sharon; she was so kind and generous to me and my mother. I will be sure and request her when I fly back into Omaha. Thank you for making my traveling experience that much better.

Alice W.


“I wanted to take this opportunity to commend you on one of your employees here at PHL; her name is Michelle Drayton. She is so personable and always in a positive mood. Her interaction with me and others is a shining example of good customer service. Some people keep saying the art of customer service no longer exists and sometimes I feel that way until I see Ms. Drayton in action. I work here at PHL and every morning when I approach the D/E checkpoint, I’m always greeted with a big warm smile and kind words.

I know I’m only sharing my experience but there’s no way that others don’t feel the positive impact she has as well. On many occasions, I observe her interacting with other passengers and employees in the same warm manner. She seems to always go out of her way to assist passengers; answering questions and pointing them in the right direction. I just wanted to give recognition where it is due.

I can guarantee that this is the kind of professionalism she exhibits day in and day out. Thank you for having such a wonderful person on your team. She is making a difference.”

Marcella M., Construction Assistant
Philadelphia International Airport


“This letter is to commend one of your employees, Mahir Ali, for exemplary service!

We arrived on a SWA flight last night from Orlando an inadvertently my young daughter left waterproof swimming container filled with money and a reward card for Disney Quest at the carousel while we were picking up our luggage.

On our way home to Dublin, we received a call from Mr. Ali saying that he had found the container and asked if we were able to come back to retrieve it.

Since our flight was an hour and a half late already and it was a school night, we could not turn around at the time. My husband made arrangements with Mr. Ali to pick it up the following evening after work.

True to his word, he returned the container and all of the money to my husband. We were very pleasantly reassured that today, amongst people that just would have taken the money and run, Mr. Ali believed in honesty and in doing the right thing. It was very thoughtful of him to go out of his way to do that for my daughter (and for us!).

Please give him our best regards and know that you have an honest, caring man working for you.

Jim and Elizabeth (and Jaime) M.
Dublin, OH


“I’m a flight attendant for American Airlines. I have been working as a flight attendant for 29 years. I recently worked flights through LGA. I’m so impressed with one of your employees, Richard Melendez, that I had to write. He is so kind, helpful and sincerely enthusiastic about his job. He assisted me during the boarding process during two recent flights. Please forward my “Thank You” for a VERY nice job. Mr. Melendez is a valuable employee to PrimeFlight.”

Rachelle B.

Natalia Starling Joins PrimeFlight as General Manager – GSP

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.