Archive for the ‘News & Updates’ Category

DEN PrimeFlight in the News

Thursday, 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.


Behind the scenes: What happens at an airport overnight?

February 2017- Prime Player Awards

Wednesday, 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

Sunday, 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.

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.

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!