American Airlines Ramp Crew Chief Ian Allen was named Miami International Airport’s August Employee of the Month for helping a group of passengers on a delayed flight get their bags on different connections - all after his shift had already ended.
While working a delayed flight on July 3, Allen overheard a passenger desperately seeking to re-book her departure so she wouldn’t miss her connecting flight out of the country, which was only available three times per week.
Even though his shift had ended, Allen offered to locate the checked bag, re-tag it and personally deliver it to her new flight. Afterwards, he located the passenger, reassured her that her baggage was on her flight and gave her the claim check. The passenger was so moved that she broke down in tears of joy. The airline gate agent handling the delayed flight contacted Allen about more passengers needing the same assistance with getting their luggage on other connecting flights and Allen stayed longer to assist all of them as well.
“Ian’s thoughtfulness and commitment to customer service is a model for all employees at MIA,” said Miami-Dade Aviation Director Emilio T. González. “The passengers who observed his actions commended him for his good deed, and rightly so. This is the kind of impression we want all our passengers to have of MIA’s employees, and we are proud to name him our Employee of the Month.”
Members of MIA’s Rewards and Recognition Committee and American Airlines co-workers surprised Allen on the job on September 25 with a recognition celebration and presented him with his Employee of the Month certificate of appreciation. Winning the August Employee of the Month award makes Allen eligible for MIA’s Employee of the Year award, which includes a vacation getaway.
Three employees at Miami International Airport were honored at the recent Customer Service Reward and Recognition Award ceremony for going the extra mile to help passengers at the airport.
The TSA, which had about 1,700 passenger and luggage screeners this summer at MIA, decided it could make do with less.
Knowing few things irritate passengers more than having their bags misplaced, many airlines insist they are working to improve their delivery.