Employee Excellence in Customer Service
DCA is proud to announce its GEMs of the 4th Quarter
Roger Lotz - Travelers Aid Volunteer
Roger helped a stranded family find comfort at DCA. After arriving at Dulles from Germany, the family was bumped to a flight out of DCA. However, upon arriving at DCA the family was told they could not accommodate them as the flight was overbooked. Using his German, Roger assisted the family with rebooking as well as finding a hotel. Roger departed the airport at 2:00am that morning and returned at 5:00am to make sure the family didn’t have any problems. Roger turned the family’s frowns upside down with his personal attention.
Greg Locher – American Airlines
Greg was instrumental in creating memorable experiences for the many WW2 veterans as they travelled through DCA participating on Honor Flights to see the WW2 memorial. He coordinated with US Airways staff, MWAA staff, outside entertainers, and even passengers – bringing people to the arriving gate to cheer on the veterans. Witnessing the teary eyes of these veterans shows the impact the program has on these heroes. Greg’s passion, dedication and organization helped to make these experiences not only possible, but memorable for veterans and passengers who observed the arrival/departure.
David Standish, Terry Mason, and Bob Scott - MWAA Police and Kelvin Ampofo - MWAA Airport Operations
These four individuals helped 150 passengers with their baggage after the baggage carousel malfunctioned. Kelvin Ampofo and David Standish started offloading luggage from the airfield up stairs to the baggage area. Terry Mason provided updates to passengers while Bob Scott responded curbside to offer updates to drivers who were waiting to pick up passengers. The teamwork and willingness to go beyond their individual responsibilities helped resolve the problem quickly and get our passengers on their way.
We also commend the following employees for receiving nominations for excellence in customer service:
Caroline Bonynge – American Airlines
Thank you, for going the extra mile.