El Paso Employees Help Diverted Passengers Get Home on Christmas Eve

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.

Staying Calm During Stress

August 3rd, 2015

“I just wanted to let you know that you have some awesome people that work for you at Albuquerque Sunport. We had a mess of a flight and we opted to volunteer to take a different flight. The ladies were professional and were trying their hardest to get things under control. There was a woman heckling them the whole time they were trying to maintain composure. Big applause to them for keeping their cool and getting the flight on its way.”

We received this message from a guest of one of our partners. Travel can be stressful. There are a lot of moving parts and the logistics can be difficult to juggle, especially when there are so many uncontrollable variables for both airlines and passengers.

Fortunately, we aim to hire people who know that when the job gets a little rough and emotions run high, people are the best solution is often just to remain calm and keep composure. It can help diffuse tense situations and help guests ultimately reach their destinations quicker and safer.

We are proud to hear stories like this from our talented employees who work hard everyday to serve guests across the nation, especially during challenging days like this one.

Service As It Was Intended

July 1st, 2015

Proudly Sharing a Story of True Passenger Service

We are proud to share a remarkable story of service and honor Mr. Cornelius Oliphant, one of our employees at Fort Lauderdale-Hollywood International Airport (FLL) in Ft. Lauderdale, FL, with the Prime Player Award. We’ll let a FLL TSO tell the story:

“This occurred about three weeks ago and involved a severely handicapped young man who Mr. Oliphant was helping transition through the checkpoint and then to his flight. The profound care and understanding that I witnessed right in front of me was impressive and deeply moving. Moving on the level of a religious experience. After helping the young man through screening at the checkpoint I again encountered Mr. Oliphant at the Starbucks coffee shop in the concourse.

The young man’s handicaps were so severe that it was seemingly impossible to communicate with him on any level. There in front of me stood Mr. Oliphant communicating with this young man, getting through to him and extending to him the offering of a cup of coffee.

I want to tell you that I am someone who you could not beat a tear out of but I walked away from Mr. Oliphant and that young man completely choked up.

I witnessed care and compassion that day on a level that I can only equate with a father who was taking care of his son. It moved me to the extent that I felt compelled to share what I witnessed with you. Prior to TSA I have over twenty five years in the military, and an investigator, a security director and criminal intelligence specialist in the private sector.

I am well-traveled and have seen quite a lot. However the interaction that I witnessed between Mr. Oliphant and this young man will be one that I will not forget and will be with me forever.”

Thank you Mr. Oliphant for your true commitment and service to someone in need.

Prime Player Awards for Port Columbus International Airport PM Team

June 24th, 2015

TSA Recognizes CMH PrimeFlight Employees

At Port Columbus International Airport (CMH) in Columbus, OH, several PM shift PrimeFlight employees have been recognized for their teamwork and communication with the TSA. Congratulations to Kenyatta Allen, Matthew Austin, Eric Clifton, Tery Goode, Carment Gilchrest, Mursal Haji, Tina Johnson, Abirahman Matan, Devonte McCoy, Joann Pierson, Theron Smith, Lemarcus Traylor and Eric Taylor who all have received the Prime Player Award for their dedication and efforts.

Supervisory transportation security officers, Gregory Edge, Doug Kinney and Tina Waldren honored the PrimeFlight team explaining, “From your help with wheelchair queueing to your assistance with passengers with disabilities, we believe that it is actions like this that foster and develop positive working relationships.”

One TSA supervisor stated that the PrimeFlight staff and leadership had been the best and easiest to work with out of the 9 years that he had been stationed at CMH. Thank you again to all the hard-working employees for their service and “whatever it takes” attitudes.

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.