PDX People: Stories of Extraordinary Customer Service

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 for being friendly, knowledgeable, and respectful from January through March 2026. 

Halimat Ajibade

ABM – ProClean

Nominated by a PDX employee

“Halimat is truly one of a kind. Anyone who’s had the privilege of working with her – or even just speaking with her – knows exactly what I mean. She radiates warmth, kindness, and genuine care in a way that immediately puts people at ease. She is, without question, one of the friendliest and most uplifting individuals ABM has to offer.

What makes Halimat extraordinary isn’t just her smile or her positivity – it’s the way she consistently goes above and beyond, even when no one is watching. I have personally witnessed her assisting passengers when she wasn’t even on the clock. That level of dedication is rare.

She picks up trash she notices on the ground, moves carts out of the way to keep walkways safe, and helps passengers struggling with luggage by bringing their bags inside the building – all without hesitation. She stays with passengers experiencing panic attacks, offering comfort and calm until they’re okay. She steps in, steps up, and brings humanity into every interaction.

The list of incredible things Halimat does is long, but what stands out most is how naturally it all seems to come to her. Helping people isn’t a task for her – it’s who she is. She is compassion in action, every single day. ABM is better because of her, and so are the people who cross her path.”

Mark Bargeron

Southwest Airlines

Nominated by a PDX traveler

"When a woman choked on some food, Southwest employee Mark Bargeron – with help from another traveler – jumped into action to render aid.

They attended to the person in distress and called emergency paramedics. By the time I arrived, the person was talking and breathing normally.

The immediate action taken by Mark and his counterparts was critical to helping this woman. On behalf of the Airport Operations team, thank you for having such an amazing group of people, and thanks to Mark in particular."

Emen Chhay

Huntleigh USA

Nominated by a PDX traveler

"Emen was our shuttle driver from the airport back to the economy lot. He was incredibly kind, informative, and courteous – helping folks stack and unstack their luggage with a friendly demeanor.

Once we returned to our car, we discovered the battery had died. While waiting for roadside assistance in the wee hours of the morning, Emen drove by again and noticed us with our hood up. He stopped and asked if we were okay. When he heard our battery was dead, he ran out and jumped our car with a charge pack, saving us a full hour or two of waiting for a tow truck. We are so grateful for his care and assistance!"

Thao Co

Tender Loving Empire

Nominated by a PDX traveler

“Thao has been a shining light at our airport locations. She shows up to work her shifts with the best attitude and a spirit of community and helpfulness. When Thao isn't working at PDX, she volunteers her time to a local nonprofit.

She exemplifies the values of TLE and PDX on a daily basis by being friendly, knowledgeable, and respectful. Having Thao at TLE makes our company and the airport an amazing place to be and we are lucky to have her represent our values in such an incredible way.” 

Cheranda Curtis

Port of Portland

Nominated by a PDX traveler

"As my 14-year-old granddaughter and I entered an elevator in the PDX parking garage, a very loud announcement went off saying that there was an emergency in the north garage and to take an alternate route to the terminal.

When we tried to press the elevator to go down a floor it didn't move, and we were unable to open the door. After several tries, I pressed the emergency call button in the elevator. It took some time for someone to respond, and we couldn't hear her well due to the loud announcement going on.

Finally, after 30 minutes, another passenger pressed the door to the elevator, and it opened. By this time, we were close to missing my granddaughter's flight. I asked Cheranda for assistance, and she took us to the head of the Alaska Airlines line to expedite my granddaughter's departure. She was very friendly, professional, and respectful – she apologized for the delay and made us feel cared for.

Cheranda Curtis is an outstanding employee and well deserving of a customer service award."

Lourdes Tapia Farias

Matrix Aviation - Volaris

Nominated by a PDX traveler

"Last year was tough, and I moved myself and my three kids back to California with my parents. I was flying to Los Angeles, but after some transportation struggles, we ended up missing our flight.

The airline rebooked us, but I had no money and our flight was not until the next morning. I think the whole airport heard my kids screaming and crying. They were tired, hungry, and I was stuck.

A worker walked up and asked if I needed to use her phone or if she could help in any way. I said no. I was so embarrassed. My kids kept saying they were hungry, and without asking any more questions, she went and bought meals at Burgerville and brought them to us.

I told her I didn’t have any money, and she said that it was ok. She brought me juice and chips, let me know where I could find her, and gave me her number in case we needed anything.

I am so beyond grateful for this person. I will forever cherish this moment. Thank you for helping me and my kids when I was vulnerable."

John Sedlack

Hertz

Nominated by a PDX traveler

“While renting a car, I encountered a man on a mission to spread kindness to the world, starting at PDX.

My wife had scheduled the rental of a 15-passenger van from Hertz. Due to a family emergency, she was unexpectedly delayed, and I rushed to PDX to pick up the van in her place.

John greeted me at the Hertz counter with a smile but unfortunately explained that I was unable to pick up the van because the reservation was only in my wife’s name. I began explaining the situation, but before I could even ask what my options were, he gently interjected and said, 'We’re going to figure this out. Would it be ok if I call my manager to talk through some options?'

I almost didn’t know how to respond. John’s genuine smile immediately put me at ease, and I breathed a huge sigh of relief. He returned with a clear action plan and stayed with me throughout the entire process. I thanked him several times for turning what had been a very stressful situation into a positive experience. At one point, he said, 'We all have opportunities to spread a little kindness. I’m lucky because I get a lot of opportunities.'

I’m grateful that John is part of the PDX team, and his exceptional customer service truly deserves recognition.”

Abby Townsend

TSA

Nominated by a PDX traveler

“I'm training a service dog and over the past year, we have visited PDX many times for training. All of the PDX TSA staff have been wonderful – they are so helpful and understanding as I acclimate my dog to the noise and crowds of a busy airport. 

Abby was especially helpful, directing me to websites and organizations that could enhance our training visits and facilitate actual flight day experiences. I consider myself so lucky to have PDX as my home airport. Thank you.” 

Rachel Verry

SSP America

Nominated by a PDX employee

"A couple traveling through PDX shared their meaningful dining experience and explained that travel can be challenging since the guest’s wife uses a wheelchair.

Rachel made everything feel seamless and comfortable. She went out of her way to help the guest’s wife get situated, made sure they had everything they needed, and created an environment where they felt genuinely welcomed and cared for.

What stands out most is the way Rachel shows up for our guests. She brings warmth, attentiveness, and real pride in her work. She moves with urgency when it matters – getting food and drinks out quickly for travelers catching flights – while still making people feel seen and valued. That balance is not easy, and she does it naturally.

Rachel also pays attention to the details. She reads the situation, adapts, and makes thoughtful decisions in the moment to elevate the experience. She doesn’t just serve tables – she creates comfort, especially for guests who may already feel stressed or vulnerable while traveling.

Because of her, this couple left not only satisfied with great food and drinks, but deeply appreciative of the hospitality they received. That kind of experience strengthens trust in our brand and reminds us why what we do matters. Rachel makes every moment count, and we are incredibly fortunate to have her on our team."

Tawan Bernkopf
Dyanna Holmes

TSA

Heidi Veeder

United Airlines

Nominated by a PDX employee

“TSA employees Dyanna Holmes and Sangtawan Bernkopf, along with United Airlines employee Heidi Veeder, demonstrated exceptional dedication and compassion in assisting a passenger recently released from prison. The passenger faced multiple challenges, including lack of identification, no access to a phone or credit card, and errors in his flight reservation.

Dyanna and Sangtawan provided clear guidance on registration requirements, helped the passenger obtain a phone, and directed him to resources for payment. When the initial flight was missed due to booking errors, they coordinated with United Airlines, where Heidi Veeder took immediate action to correct the reservation and secure alternate flights, ensuring the passenger could reach his destination on time.

Throughout the process, all three employees showed remarkable patience, kindness, and professionalism, turning a difficult situation into a positive outcome. Their teamwork and commitment to service prevented further hardship for the passenger and exemplified the best of TSA and United Airlines.

Thank you, Dyanna Holmes, Sangtawan Bernkopf, and Heidi Veeder, for your outstanding customer service and for making a meaningful difference.”