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Employees of the Month

We are proud to announce our January and February 2014 GEM Employees

Aiman Idris

Skycap Captain
Huntleigh Corporation

I want to take a moment to recognize the exemplary actions of Mr. Aiman Idris, who works for Huntleigh, Corp, and recommend him for a Going the Extra Mile Award.

On December 3, 2013 MWAA Fire & Rescue units were dispatched to the main terminal for a passenger experiencing a medical emergency. While enroute paramedics were informed their patient was possibly having a seizure. Upon arrival of EMS they found an elderly man in the care of Mr. Idris. Fortunately for this passenger, Mr. Idris recognized that the patient was having some sort of medical problem, and as soon as he began to seize, Mr. Idris grabbed him and held him to prevent the patient from falling, thus preventing further injury. He then lowered the patient to the ground and used his own winter coat to cushion his head and continued to monitor his condition until EMS arrived.

The patient was obviously disoriented, slightly combative, and to compound the problem understood limited English; his primary language was Arabic. The combination of the patient’s disorientation and slight language barrier made communicating with EMS providers difficult. Mr. Idris was able to interpret for paramedics as they tried to assess the patient and obtain his medical history. He translated specific information and also reassured the patient when he became somewhat combative, which is a normal response for most seizure patients. This incident would have been much more difficult to manage without Mr. Idris’ direct and continued involvement. At one point Captain Walker (from MWAA Fire & Rescue) was concerned they were keeping Mr. Idris in the completion of his duties, but Mr. Idris assured the paramedics that he would stay as long as they needed him.

In closing, Mr. Idris truly went above and beyond. Many times people help emergency responders with language barrier issues and the like. However, in recognizing an emergency medical issue, intervening immediately, and then assisting in gathering patient history, Mr. Idris showed true caring and compassion and deserves to be recognized for his assistance. On behalf of the Metropolitan Washington Airports Authority Fire & Rescue Department I’d like to extend a heartfelt “THANK YOU” to Mr. Idris.

-Captain Doug W.

Gregory Mathis

Tow Truck Driver
5 Star U Street Parking

I want to commend your parking service at Dulles airport. I flew home on February 14, 2014 and took the bus to the Green lot, got off the bus and went to my car. The road was plowed behind my car and I could not put my luggage in the trunk, because there was over two feet of snow between my car and the next car. Just as I was trying to figure out what to do the parking lot service truck and Gregory Mathis pulled up to my car. Mr. Mathis asked if I needed help and I said do you happen to have a snow shovel. He did and he shoveled the snow out so I could get in my car. He told me to back out of the parking space and stopped me from leaving so that he could get all the snow off of the roof of my car. He was my hero of the week. He was kind, helpful -- a really great guy who defines what the word customer service means. I've read the signs that say if your battery is dead or you have a flat tire call this number for help. Well I didn't have to call -- the help and service was where I needed it at just the right time. Thank you for having Mr. Mathis on site, with a super attitude and a desire to help people when they really needed him!

-Fran H.

Zandra Carmichael

Training Supervisor
5 Star U Street Parking

Ms. Zandra Carmichael personifies excellent customer service in every way. She is the Training Supervisor for Five Star U Street Parking, Dulles's public parking contractor. In addition to her training duties she is responsible for responding to email inquiries received from our patrons on an everyday basis. She does this in a fashion that not only demonstrates her own personal devotion to our patrons, but also reflects proudly on Dulles' broader goal of providing world-class customer service. Additionally, as stressed throughout the GEM training, Ms. Carmichael also focuses on providing service to another important group of customers, her co-workers. Her constant energy and willingness to go above and beyond is of great value to Five Star and Dulles Airport. She moderates many employee feedback meetings, provides various training sessions, counsel’s employees and is the chief organizer of most of Five Star's social activities (sometimes resulting in her bearing a costume or even performing Karaoke). Many of Five Star's employees have been recognized for their commitment to customer service; however, Ms. Carmichael may be the very best example. In my ten years at both of our airports I have never seen an employee better exemplify the goals of the GEM Program. We are very lucky to have Zandra as part of our team!

-Matthew S.