Archive for the ‘Praise & Testimonials’ Category

Working With A Partner [Testimonial]

Monday, 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!

Why Quality Services Matter [Testimonial]

Saturday, 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.  

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

4 PrimeFlight Employees Praised

Friday, 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.

Passengers Commend PrimeFlight Employees at SFO and JAX

Wednesday, August 28th, 2013

Passengers recently wrote to PrimeFlight to thank our employees at SFO and JAX:

“I wanted to commend one of your employees in SFO, Miss Amy Shu Hwa Teng. My mother was flying out of San Francisco to Denver on Southwest Airlines (my employer).

She had been bumped off of her flight the night before and had a very short stay in a nearby hotel. My mother is in a wheelchair and was scared and all alone that morning until she had the pleasure of meeting her angel in disguise, Amy. Amy showed genuine care and concern for my mother and really went above and beyond to help her. She took her through security and safely to the gate. She then took her to get coffee and stayed with her until her flight departed.

Having someone Like Amy with my mother that day was so comforting. We can’t thank her enough for all of her kindness. Please give her all the recognition she deserves for a job well done!”

– Dena A. and Susan H.

“A quick accolade for your most excellent employee at JAX, Trevor Brown. What a great help and a fantastic spirit of helping! I was confused as to where I needed to go, and wound up in the wrong airline line. He recognized my confusion and reached out to help me, with a great smile and encouragement! He is a great asset to your company! I hope the he is recognized as exceptional by your company. Thank you for hiring and training such a great person, and please thank Trevor again for me, for coming to my rescue!”

– George D.

PrimeFlight Employee Receives Community Watch Award

Tuesday, August 6th, 2013

PrimeFlight employee Gregory Reid at LaGuardia Airport won a $600 Community Watch award for stoping a robbery while in progress. He was recognized at the airport station managers meeting.

PrimeFlight employee receives Community Watch award

PrimeFlight employee receives Community Watch award


Passenger Thanks Patient Employee

Tuesday, July 2nd, 2013

One of our passengers recently submitted the following note of appreciation for our employee at National Airport.

“…I wanted to send PrimeFlight my kudos for hiring staff like Mr. Eugene Celistan (National Airport). On March 8th, I returned from a business trip in Chicago. 2 weeks prior, I had knee surgery and as a result was on crutches for my trips out and back into National Airport….Mr. Celistan to the rescue. Not only did he assist me by wheeling me from the gate through the airport — with a smile and a sense of humor — but also out to my car in the parking garage, and when I unfortunately couldn’t remember exactly what level I parked on, he was so incredibly pleasant and helpful in helping me find my car… all while pushing me, my crutches and my luggage…If nothing else, I’m hoping that this email can make its way to his supervisor so that the entire National Airport team can give Mr. Celistan a pat on the back and let him know that he is a truly valuable employee.”
– Laverne M.

Thank you, Laverne, for your kind words. Great job, Eugene, for delivering above-and-beyond service!

PrimeFlight Employees’ Honesty Pays Off

Wednesday, June 5th, 2013
Momi and Kilara

PrimeFlight employees Momi and Kilara received $200 rewards for their honesty

Two PrimeFlight employees at Kansas City International Airport (MCI), Momi and Kilara, found $700.00 in cash in a sick bag on an airplane while cleaning it.

There was no ID in the bag — just cash. They turned it in to their supervisor, who took it to the airline.

The passenger actually called about the cash, and was so elated to have it returned, he gave Momi and Kilara $200.00 each as a reward. PrimeFlight also rewarded them for their honesty and commitment to their job.

Two PrimeFlight Employees Receive Service Professional Awards

Wednesday, May 29th, 2013

Two PrimeFlight employees, Ray A. and Ken W., were recently awarded MSP Service Professional Awards by the MSP Customer Service Action Council for their outstanding commitment to customer service.

Read the customer compliments below:

“I keep Ray’s phone number and always call him when I come through town to attend to my father’s wheelchair. Ray is always punctual and NEVER late and from my experience always has a good attitude. I have 4 million miles on American Airlines and haven’t seen anyone as punctual as Ray over the years.”

– Don R.


Ray A. receives an MSP Service Professional Award from the MSP Customer Service Action Council

“We are on our way to St. Martin and the AA skycap [Ken] for our luggage and boarding passes was a pure delight. Customer service at its very best. Hang on to him!”

– Ellie L.


Ken W. receives an MSP Service Professional Award from the MSP Customer Service Action Council

Our thanks to Ray and Ken for a job well done!