From finding lost items and reuniting them with their owners to observing their surroundings to spot passengers and colleagues in need of assistance, PDX People make our airport a safe and inclusive place to visit.
To recognize actions that truly stand out as extraordinary and support our PDX People core values – being friendly, knowledgeable and respectful – we host the PDX People customer service awards each quarter. Below are the airport employees we recognized from October through December 2022.
Natalia Al Jamal (she/her) came to the rescue when a passenger needed assistance locating their missing luggage:
“We arrived at PDX on Icelandair. Due to extreme weather and an error in filing a claim, our luggage was missing for four days.
We came to the airport to try and trace our luggage. Natalia went out of her way to help us, despite working for another airline. She personally tracked down and loaded up our seven missing suitcases so we could take them home. She went above and beyond, exhibiting kindness, concern and a spirit of compassionate service that was truly appreciated. Thank you, Natalia!”
Kimberly Cantu (she/her) went above and beyond for a customer who left behind their cell phone:
“Dollar's customer service was amazing. I was in the airport and realized I lost my cell phone. I reported it to the PDX Lost and Found, then left with my sister. I planned to come back the following day to rent a car from Dollar.
The next morning, my husband received a call at home in Alaska from the PDX Lost and Found informing him that they had my phone. He then called the Dollar office to let them know I had plans to rent a car that day to hopefully help connect me and my phone.
Since I hadn’t yet made a reservation, there was nothing to attach to a message, but they said they would watch for me to arrive. Kim met me where the vehicles were parked and said they’d been watching for me to let me know my phone had been found and where I could pick it up. Thank you to Kim and the Dollar staff.”
Sometimes the value of a missing item can't be measured in monetary terms. That's the case with Big Bunny – a precious stuffed toy that took a detour on its journey through PDX. Carrie Countryman (she/her) stepped up to help reunite Big Bunny with its family:
“I wanted to tell you about an excellent customer service experience I had with a member of your team.
My family flew into PDX and when we finally arrived home in Salem, we realized that my five-year-old had left her very precious Big Bunny – along with her backpack – at the airport.
I quickly submitted a claim on the Lost and Found website (which was very efficient) and 24 hours later, I received an email letting me know that both the backpack and Big Bunny were found. Not only was the Lost and Found team highly attentive to processing my claim quickly, but they told me to let my daughter know that "Big Bunny is having a wonderful time 'traveling.'"
Things could have ended there, and I would have been very grateful for the quick response. However, yesterday I received an email from Carrie, which included pictures of Big Bunny's travels at PDX. It totally blew up my Facebook page when I shared her sweet photos!”
After witnessing a fall, Jenna Ethridge (she/her) took action to help the traveler and ensure the area was safe for everyone:
“During an early opening shift, an older gentleman fell in front of the food court, spilling his tea everywhere. Jenna and a few customers witnessed the fall, and Jenna rushed out to assist.
After the gentleman was steady enough to move onto his gate, Jenna worked to clean the spill, as there were no janitorial workers around at the time. Between customers, Jenna went in and out of the store to clean up the spilled tea. The customers in the store were kind and patient and appreciated Jenna's assistance in the situation.
Jenna showed a tremendous amount of humanity and compassion to our traveler that day.”
A long day of travel that ended with a dead car battery left one traveler at their wits' end. Luckily, Jesse Fenton (he/him) was around to assist:
“Travel days are exhausting at best and yesterday was no exception. After a long day of trains, buses and planes, I arrived at PDX with a sigh of relief – soon enough I would be home. I walked to my car in the parking garage, only to discover that I had a dead battery. I contemplated just leaving my car there for another night but realized I would have to make the trek back to the airport eventually to retrieve it.
I walked over to the elevator and pressed the information button on the courtesy phone. To my surprise, someone answered, even though it was after 11 p.m.! When I asked about a jump, they let me know someone was on their way. Within ten minutes, I was powered up and ready to drive home.
Jesse – the gentleman that helped me – was friendly, knowledgeable and efficient. I am so grateful for the quick, convenient and free service that was offered. You have no idea how relieved I was. Your care is what makes PDX the best airport in the world. Thank you!”
When a fellow PDX employee ran into a language barrier with a traveler, Efigenia Perez Santos (she/her) didn't wait to be asked to help – she saw a need and offered her expertise:
“The day before Thanksgiving, I was trying to help a visitor at the Travel Oregon Welcome Center, but she didn't speak English and I don't speak Spanish so we were having some trouble trying to communicate. Luckily, Efigenia happened to be going by on her route, saw what was happening and immediately asked if she could help translate for us.
She spoke with the visitor, and after a minute, she had the situation in hand. Efigenia jumped right in and saved the day without hesitation. She truly demonstrates our values of being friendly, knowledgeable and respectful, and I am thankful we have her at PDX."
Brittney Urbina (she/her) has been with Bambuza since June 2022 and was nominated by her manager:
"Brittney has been an incredible addition to the crew. She's a team player and goes above and beyond to create a wonderful work environment for her co-workers. Recently, she moved up to become our front-of-house manager and delights passengers with her friendliness and customer service."
In addition to her manager's words of praise, Brittney also received these customer compliments:
"Brittney was a perfect 10 out of 10. The service, food and drinks were amazing. We had delayed flights and this experience turned everything around. A 'must stop' at PDX."
"Brittney is the best bartender we’ve ever had at the airport, by far! Thank you so much for the great service – we will certainly be back!"
Though getting through a TSA security checkpoint is a necessary part of travel, it's not always the highlight of the day. But for one passenger, Yvette Matthews (she/her) made the security experience exceptional:
"I wanted to share my experience while going through screening for our flight.
As we headed to screening, I was oddly excited as I had both of my knees replaced a little over three months ago and was anxious to see how I'd scan.
Upon going through the detectors, I was pulled aside by Yvette who noted that she'd need to do a manual check. She explained the process and was thorough, kind and professional! She also scanned my hands, which resulted in some additional procedures. Once again, she was thorough, kind and professional – not to mention that she had a great sense of humor! I passed this last process and was sent on my way.
My family enjoyed Yvette as well and shared that she was exceptionally respectful. This was in contrast to a challenging screening situation several years ago at a different airport. We now choose to fly out of PDX instead of other options because of the care we receive during screening. We don't even mind the extra mileage, as we save time and appreciate your level of service!"
It was nearly 2 a.m. when TSA Atlas officer Joshua Lavadour (he/him) discovered a young woman and her infant asleep and alone in the baggage claim area. Joshua called his lead, Tawan Bernkopf (she/her), to come check on the woman to make sure she was safe and see if she needed assistance.
When she approached the young woman, Tawan discovered she had two toddlers, also asleep, under her blanket. After speaking with the woman, Joshua and Tawan learned that she had no local support system, no food, no supplies and nowhere to go.
Tawan immediately reached out to her network and partners at PDX to help the family in need. TSA Supervisor Angela McLaughlin (she/her) quickly and graciously bought food and water for the toddlers. TSA employee Sean West (he/him) worked to supply the family with diapers, milk and bottles. A USO manager brought coloring books, snacks and drinks, and a Port of Portland police officer contacted local hotels for shelter.
Tawan notes, "I can’t say enough about how proud I am that our PDX People pulled together and shared a high level of empathy, self-awareness and kindness to ensure the safety of this family. Thanks to everyone’s cooperation, the young lady managed to book a flight and reunite with her family.
It goes without saying that the character of a person that helps someone in need says more about you than the person asking for help."