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| GEM Employee of the Month - July, 2011 |
| Employee Name:Ellis C. |
| Company: MWAA |
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Lounge #662, with Operation Ellis Curry, was assigned as the Special Mobile Lounge for a VIP Movement. All was completed as scheduled and subsequently assigned a pickup of another inbound flight (United) on the North-side of the FIS Docks. After arriving the docs, Mr. Curry was waiting for this flight arrival and decided to do a check of his lounge when he found a cellphone. Mr. Curry notified the Dispatcher and told them he believed it belonged to a one of the Special Agents on the VIP lounge he recently dropped off.
While speaking with Mr. Curry, the Ramp Tower phone rang. A frantic SOTAC agent was on the line inquiring if a cellphone had been found. This was her primary means of communications while accomplishing her escort duties. I (the Dispatcher) informed her that he had the lounge operator on the other line and that he would send him back to the lounge docks where she was located. The special agent was very thankful and stated: “I owe you guys big time, thank you.”
All was good, and a very thankful Special Agent was back on her way due to the Going the Extra Mile efforts of Mr. Ellis Curry.
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| GEM Employee of the Month - July, 2011 |
| Employee Name:Matthew C. |
| Company: MWAA |
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On June 29, a man called the Office of Public Affairs seeking assistance for a family he was meeting at Dulles later that day. His friend and her three children were returning home to the United States on a long flight from Cairo. Their husband and father recently lost his life overseas.
Was there any way we could help expedite this grieving family through the airport?
There was a way. And it involved Matthew Crosman, Dulles Airport Operations, with a lot of cooperation from United Airlines, U.S. Customs and Border Protection (CBP), Dulles Mobile Lounge Operations, and our Student Ambassadors.
Matthew was the Airport Operations Officer on duty when the flight arrived later in the evening after being delayed. He and a United Airlines representative met the family at the gate and arranged for a private mobile lounge to take them to the International Arrivals Building where CBP personnel provided them a private area to wait while their luggage arrived. Two student ambassadors joined the group, gathered the luggage and arranged a clear lane for the family to use for expedited CBP processing.
The family was then escorted outside the IAB where their friend was waiting to drive them home.
“They tried to make everything as smooth as possible for such a difficult homecoming,” said Tara Hamilton, who took the original call from the family friend and who nominated Matthew for a GEM Award. “I can’t imagine a more considerate or respectful experience with some remarkable privacy. For Matthew to also involve the United representative and the student ambassadors was very helpful. I’m sure the family was very grateful.”
Thank you, Matthew, for going the extra mile to help these passengers!
The “Going the Extra Mile” (GEM) Customer Service Program highlights the excellent customer service all employees offer. Do you know a Customer Service GEM? Nomination forms are available at all airport information desks. Your nominee may receive an award and be featured in a future issue of On Good Authority.
We want to make your day.
Employee Recognition Program
Washington Dulles International Airport
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