At PDX, the the passenger journey runs on more than flight schedules. It runs on people who notice, who step in when needed and who offer their best efforts. Kindness travels fast here, PDX People carry reassurance, patience, and problem-solving wherever it’s needed, turning ordinary days into unforgettable ones and proving that the heart of this airport is its people.
To recognize actions that truly stand out as extraordinary and support our core values, we host the PDX People customer service awards each quarter. Below are the employees we recognized from October through December 2025.
Rita Armbrust
Alaska Airlines
Nominated by a PDX traveler
"I travel for business constantly – about 10 times a month – both domestically and internationally. While I was in baggage claim, I was beyond impressed with how Rita handled herself. It stood out to me and to the group I was traveling with.
It’s rare to see airline employees remain pleasant and helpful in the midst of nonstop chaos and rude passengers. During the government shutdown, many travelers were missing flights, and tensions were high. Rita was kind yet firm, and she moved straight to solutions when responding to frustrated travelers.
I overheard her mention that she’s worked there for over 25 years, and in my opinion, Rita deserves something special. I’ve never written a review for an airline employee before, but I hope Rita knows that her attitude and presence did not go unnoticed."
Skip Baker
Port of Portland
Skip Baker
Nominated by a PDX traveler
“I was traveling home after a birthday visit with my son when I realized I had lost my phone – most likely in my son’s car after he dropped me off. I went to Officer Baker for help, and without hesitation, he used his phone to try reaching my son.
Officer Baker guided my son from Gresham back to the airport and stayed with me until my phone arrived. He even called ahead to my airline to ensure I could still board my flight and waited with me as I went through security for the second time.
My phone holds all my contacts and two work email accounts for the hospitals I serve in St. Louis. Officer Baker didn’t have to take the time, but his care, compassion, and exceptional service helped me through a very stressful situation. I cannot thank him enough and want his superiors to know what an incredible team member they have – someone truly dedicated to serving others.”
Hadush Girmay
Huntleigh USA
Nominated by a PDX traveler
“Today I experienced truly exceptional service from the gentleman who assisted me to my Southwest gate by wheelchair. I’m currently wearing a boot for a foot injury, and to get through TSA, I had to remove both the boot and the shoe on my other foot. During screening, my carry-on was flagged for inspection, and in the process, we somehow missed retrieving my shoe. I didn’t realize it was missing until about 30 minutes before boarding.
My wife checked with the desk, but they said no one could bring it to me. The gate agent had just told me I wouldn’t be able to board without it when, to my surprise, the same man who had pushed my wheelchair appeared with my missing shoe! After dropping me off, he noticed the shoe, recognized it was mine, and went out of his way to return it – just in time. He quite literally saved the day for us.”
Michelle Hokenson
SP Plus Corporation
Nominated by a PDX traveler
"I requested a jump start for my car at 11 p.m., but no one arrived within the 20-minute window I was quoted. When I called back, the support person explained there had been a miscommunication, and that the maintenance person wouldn’t arrive for another hour and a half to two hours.
When Michelle showed up at 12:45 a.m. to jump start my car, I wasn’t expecting her – I had already called roadside assistance. But she arrived before they did and got my car started. She mentioned she was called in from home!
I’m not sure what went wrong on the parking support side, but I truly appreciate Michelle going above and beyond by coming in from home to help me. She did so with kindness and respect, and I’m incredibly grateful for her assistance. She’s awesome!"
Jim Kost
Dollar Rent a Car
Nominated by a PDX traveler
"When we arrived at PDX, we didn’t realize how long the walk would be to pick up our rental car. We are senior citizens and needed to arrange a wheelchair for my wife – this took some extra time.
We had booked the lowest-rate car special, but Jim kindly upgraded us to a Toyota Camry at no extra cost. After completing the paperwork, he personally assisted my wife and me with the wheelchair upstairs to get our car. That’s when I realized I had left my paperwork at the counter downstairs. Jim went all the way back to retrieve it and returned it to me. His help was outstanding. Jim was wonderful—thank you for having such a great employee!"
Gary Sanders
Clear
Nominated by a PDX traveler
"I was saying goodbye to the love of my life and barely holding it together. A kind Clear employee offered to take our picture. While I stood there, watching my girlfriend walk away, they shared their own experiences with long-distance relationships and the difficulty of saying goodbye. Their words comforted me more than I expected, and they didn’t have to do that at all.
Beyond that moment, I noticed how knowledgeable they were about TSA procedures and how consistently kind they were to every passenger – even when others weren’t particularly kind in return. I fly often, and this was truly one of the best experiences I’ve ever had."
Sarah Webster
SSP America - Juliett
Nominated by a PDX traveler
"I was sitting at the bar at Juliett when I witnessed the most beautiful act of support – though I didn’t catch the bartender’s name. A young military service member approached, ordered, and asked about a military discount. She gently asked if he was heading home, and he replied – voice choked up – that he was trying to because he’d received a hard call today. Without hesitation, she stepped out from behind the bar, gave him a hug, and shared that those calls are the worst.
As a veteran and a psychologist, I know how deeply moments like this can impact someone’s experience, grief, and overall well-being. After that, she continued to treat every guest with incredible kindness, taking time to talk to each person. She truly deserves to be recognized!"
Mercedes Pennie and Stasia Marie Sipili Mercedes Pennie
Stasia Marie Sipili
G2 Secure Staff
Nominated by a PDX traveler
"Stasia and Mercedes went above and beyond to assist our family. They met us at the jetway with wheelchairs, reassuring us they had sanitized their hands, and helped move multiple carry-ons and checked bags filled with medical supplies. They guided us to a luggage cart, offered restroom and food stops, and even took us to the pet relief station for our son’s service dog.
When our wheelchair-accessible van was delayed, they gave us their contact information, returned promptly when we called, and arranged with security so the van could pull up to the curb – saving us from crossing the street with a ventilator and heavy luggage. They then helped load everything into the van, ensuring we could get on our way.
In the days following, I kept thinking about their kindness and competence. Stasia and Mercedes were friendly, knowledgeable, and respectful – and so much more. From sanitizing their hands to giving us contact info and returning to help, they showed foresight, skill, and genuine care. They truly love their work and take pride in providing exceptional service. Even our van driver remarked he’d never seen assistance like theirs. They deserve recognition as outstanding employees who put a welcoming face on PDX."
Zach Johnson and Tanner Love Zach Johnson
Tanner Love
Oregon Electrical Group
Nominated by a PDX employee
"Tanner Love and Zach Johnson were working in the south tunnel when they heard screams. They rushed over and saw an elderly gentleman who had fallen on the escalator and was tumbling near the top. The passenger’s sister and another traveler ran to assist, while Tanner and Zach secured the luggage that had slid to the bottom.
They helped the injured man into a wheelchair, and Tanner immediately contacted the Communication Center to dispatch EMS. While Tanner was on the phone, Zach met the EMS outside and guided them to the scene.
Thanks to Tanner and Zach’s calm, quick actions, the gentleman received emergency care as fast as possible."