GEM Awardees from left to right with Airport Manager Chris Browne (center)
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Haytham Alhashmi, Five Star U Street Parking—A customer’s vehicle became stranded at the airport and Haytham came to her aid. The customer writes, “I didn't get his name, but he had me sign a form so it should be easy to find him. I know that his shift ended at 3:30 pm that day. He was so empathetic and helpful! Thanks to his help I was able to meet my husband's flight and we were able to fix the battery and drive home. I'm so grateful for the help that made a bad situation more bearable. He is an excellent advertisement for your airport!
Hakeem Munu, Associated Building Maintenance—While performing his primary responsibilities, Hakeem was approached by a customer. She wanted us to hear her story: “Every so often I have the privilege of crossing paths with exceptional people. I had the pleasure of crossing paths with one your employees, Hakeem Mumu. Anything and everything that could have gone wrong with my flight that day did. I was completely overwhelmed when Hakeem simply saved me. Employees such as Hakeem Mumu are valuable to your company. I want you to know he was knowledgeable and enthusiastic. He went out of his way to help me. These skills can’t really be taught which is why he should be recognized. I don’t know if Hakeem will remember helping me as he probably helps people every day, but I remember him, his kindness and his friendly smile.
Jesmin Alam, Faber News (near Gate D20)—The customer was so thrilled with her service he writes: “I have to tell you I fly 100,000 miles a year and she is the single most amazing employee I have encountered at a Faber Shop. It's 6am and she is sweet, kind, genuine, full of life, energetic, super helpful…. I watched in awe as she greeted and interacted with other customers. I didn't want to leave. She jumped at the opportunity to help…helped me pick snacks when what I wanted wasn't there. I bought something even though I was on my way out without a snack. I don't send things like this out often but she really could educate people in a customer service roles. She is a real catch. Keep her. Promote her. Give her a bonus.”
Karla Cook, Travelers Aid—While assisting customers at the Travelers Aid Information Counter, Karla assisted a family that was delayed. The family writes: “Ms. Karla Cook performed service above and beyond all expectations. Her efficient service allowed us to avoid a very stressful situation. We are very thankful to her and to Travelers Aid for her professionalism. She is a kind and friendly person and knows how to put hurried and worried travelers at peace.”
Tony Flint, Travelers Aid—In the customer’s words, “We all have a lot of options for travel these days. It doesn’t matter how or where you travel, the inevitable consequence is a problem here and there. But I bother to write you because the experience with Mr. Flint was remarkable. We weren’t just people passing through your airport. We weren’t just weary grandparents who took the wrong exit by mistake; we were Mr. Flint’s investment. He represents Dulles at its best and I ask that you pass along thanks from the four of us. Four travelers who will book itineraries through Dulles in the future knowing Mr. Flint and others like him await us and our difficulties.”
Dee Dawson, Vino Volo Wine Associate –When a customer accidently left an envelope on the table containing a large sum of cash, Dee jumped in to action and located the customer on her Amsterdam flight. The Manager wrote, “I felt the need to share this with you as we are proud to have such outstanding members on our team like Dee…”
Dave Johnson, Travelers Aid-- Dave was working the Travelers Aid desk when he received a phone call from a family in the midst of a medical crisis. After numerous attempts trying to find assistance, she found Travelers Aid and writes: “Dave answered with friendliness and compassion, and kept me on the line until he could assure me that he had taken care of my request for a wheelchair escort. He is an absolute angel. Please thank him for his service. I feel like I can breathe for the first time since this crisis began.”
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