PDX People: Stories of Extraordinary Customer Service

Carlos Banks

Port of Portland

Nominated by a PDX employee

"An elderly passenger was heading to baggage claim from the arrivals level and thought she was getting on the down escalator when she was actually stepping onto the escalator coming up from below. She started to stumble and lose her balance and would have fallen down the escalator if Carlos had not caught her and kept her upright. He then proceeded to escort her to get her bags and find her ride. He went above and beyond and most likely saved her from a serious injury."

Nathan Basich

Tender Loving Empire

Nominated by a PDX employee

"On Nathan's very first day of training, he helped two traveling missionaries whose flight was canceled. They were left stranded without a phone to call for help.

Without hesitation, Nathan pulled out his phone and offered it to the two guests so they could call to get on a new flight. Nathan made his phone available to them while they figured it out, even though it took over an hour.

Nathan went above and beyond on his very first day to ensure these passengers were taken care of in the way they needed. Nathan continues to show this respect and thoughtfulness every day he shows up. He's a great addition to the PDX community and to Tender Loving Empire."

Stephen Hill

Tiffany Pelland

TSA

Nominated by a PDX traveler

"I was traveling to Phoenix with my dog Bella's ashes and, as expected, my bag was pulled aside by TSA. I explained to Stephen Hill that Bella's ashes had probably triggered the screening.

The moment I mentioned it, Stephen and his partner at the checkpoint, Tiffany Pelland, treated me with incredible kindness and compassion. Tiffany started talking about her own German Shepherd. They gently explained they only needed to swab the box, which I completely understood. Stephen shared a story about spreading his own dog's ashes in Alaska, and when Tiffany noticed that I was getting choked up, she quietly handed me a paper towel and even gave me a hug.

TSA gets a lot of criticism, but experiences like this deserve recognition. My sister works for Hawaiian Airlines, and I've worked in restaurants for 18 years, so I know how meaningful compassion and human connection is in customer-facing roles. The kindness shown by the PDX TSA team meant so much to me. Stephen and Tiffany were truly wonderful and deserve recognition for the care they showed during such a difficult moment."

Jan Misley

Tim Misley

PDX Volunteer Information Program

Nominated by a PDX traveler

"When I got to baggage claim, I realized I had left my phone in the bathroom near my gate. I needed it to get home and was already exhausted after a long flight with another flight the next morning.

I went to the PDX Information Booth and asked Tim what I could do. Tim immediately went into action to figure out which bathroom I had likely used. He said another volunteer in that part of the airport – who happened to be his wife Jan – would check to see if my phone was still there.

Jan was outstanding! She checked two bathrooms and when she didn't find the phone, she asked the cleaning staff if they had found one. They had and they placed it in the Lost and Found bin. Tim contacted the Lost and Found staff, who retrieved it and brought it all the way to me in baggage claim.

I was never made to feel stupid or careless; they were kind and caring the entire time. PDX is lucky to have such outstanding people working at the airport. Thank you."

Katrina Ovalle

The Country Cat

Nominated by a PDX traveler

"I had such a great experience at The Country Cat, and a huge part of that was Katrina.

From the moment we walked in, she was friendly, attentive, and genuinely welcoming. You can tell she really cares about making sure customers have a good experience. She handled everything smoothly, stayed positive even when it got busy, and made us feel taken care of the entire time.

It’s rare to come across someone with that kind of energy and professionalism these days. She’s definitely one of the reasons I’d come back again!"

Evon Palihawadanage

ABM

Nominated by two PDX travelers

1. "Evon was helping a passenger who spoke Arabic, only had cash and clearly needed help checking in for her Icelandair flight. Speaking Arabic herself, Evon took the passenger to the Ready Station, converted her cash to a card to pay for her checked bags, then assisted the guest every step of the way to complete the check in process. Evon was in the right place at the right time. Thank you, Evon!"

2. "I lost a cell phone and looked everywhere for it, even using the 'find my phone' feature without success. Evon spotted my phone in a Lost and Found drop box and called me thanks to the 'I am lost' alert I set up on the phone. Evon said she would turn it in to Lost and Found, but I knew I wouldn't be able to get the phone until Monday. I told her I was just 20 minutes away and asked if she could keep the phone for me, which she did! I was so grateful to get the phone back. Evon was professional, kind, and thoughtful, and went out of her way to make this happen. Thank you, Evon!"

Megan Richards

Alaska Airlines

Nominated by a PDX employee

"Megan was assisting at a departure gate this morning when a guest using a wheelchair noticed that her Life Alert necklace was missing and was understandably worried.

The passenger said she would leave without it so she didn't miss the flight, and Megan showed care and kindness by letting the passenger know she would look for it.

Megan went back to security, looked all around, then asked TSA if they could look in the area near security. Sure enough, they found the necklace and Megan was able to get it from security to the passenger in time for departure."

Dwight Wellwood

SP Plus Corporation

Nominated by a PDX traveler

"Wow! I am impressed with DJ. We were in long term parking, and he was the shuttle driver. DJ was super friendly. He greeted everyone with a genuine smile and a big hello, then proactively helped people with their bags.

We travel often and have never had a driver like DJ. It really starts off the trip right with great energy and a positive experience!"

Melissa Beal 

Port of Portland Communication Center

Phil Cox

PDX Volunteer Information Program

Paula Reese

Behavioral Health Specialist

Nominated by a PDX employee

"Phil Cox was stationed in the North Concession Hall when he met a mother and daughter who had just arrived at PDX. The daughter was terrified to leave the secure area because she feared encountering escalators or heights. Phil offered to escort them to the elevators using a route that avoided those triggers. However, when they reached the exit doors, the daughter became too frightened to continue.

Phil returned to the secure side and called the non-emergency number for assistance from the Communications Center. Melissa Beal answered and was incredibly helpful, mapping out a route and dispatching Paula Reese from the PDX Behavioral Health team.

The mother shared that music usually helped calm her daughter and suggested they all sing. Together, they sang 'We're Off to See the Wizard,' as they made their way through the exit doors. Phil, Melissa, and Paula brought empathy and expertise as they helped the passengers all the way to the Rental Car Center. The journey involved multiple stops and starts, plenty of patience, and constant compassion, but together they helped the family safely reach their destination.

Kudos to the incredibly patient, knowledgeable, respectful, and creative service you all provided!"