Date: 09/18/19 | Gold Star: Tony Beaird | Work Location: Wheelchair Company |
Comments: Tony saw a passenger who did not have money to pay for his bag to be checked, he paid for the customers bag! Great Customer Service, and HUMANITARIAN - thanks Tony | ||
Date: 09/06/19 | Gold Star: Officer Schoebaum | Work Location: Police |
Comments: Officer Schoebaum was very attentive to my request. Followed up with a phone call with a prompt response and resolution to my lost and found need. | ||
Date: 09/04/19 | Gold Star: Ana (I don’t know her last name. She works in the mornings in starbucks in Terminal 4) | Work Location: Restaurant |
Comments: Ana, thank you for always paying attention to me and my orders. You usually know what i am going to get and how I want my drinks. You are always courteous and greet everyone with a warm smile. Thank you! ?? | ||
Date: 09/03/19 | Gold Star: JaToya Scott | Work Location: Restaurant |
Comments: A guest was pleased with Ja Toya, she called in to guest services: "This is about employee Ja Toya Scott she works at panda express t3 at the LAX airport. I want to commend Ja Toya on Thursday August 15th, she came over to me and stated that I have not picked up my change for the meal that I had purchased. I told her boss that she was wonderful. I would have never missed this money, it was like 7 or 8 dollars. I had jet lag coming back from a flight. I just want to commend this young lady, she is extremely honest, she was very polite and you are luck to have her. Again she is going to go far. | ||
Date: 09/03/19 | Gold Star: Natlie Ramos | Work Location: Restaurant |
Comments: "Natalie was so kind and cheerful; she went out of her way to be helpful and supportive. You are very lucky to have employees like that — I am a nervous flier, and i it really helped me shift my mindset to interact with her. Because of her, I will seek o out your shop in he future. Followup Details: kelly_peterson@Live.com | ||
Date: 09/03/19 | Gold Star: Jose Gomez | Work Location: Restaurant |
Comments: "All the yelp reviews i’ve seen of your bar The Parlor, specifically Jose were true. he’s an absolute dream. very nice, very friendly, made me completely forget I had a flight. was so kind to me. i’m gonna come back to hopefully get this kind of service again Thank You Jessica " again Thank You Jessica " | ||
Date: 08/30/19 | Gold Star: Heather Willis | Work Location: LAWA |
Comments: I called to follow-up on a Maximo work request. Heather Willis answered the phone in the most pleasant and cheerful voice and not only answered my question, but went above and beyond by informing me that she was going to follow-up with my work request the following business day and keep me posted. She was extremely helpful, friendly, and responsive to my needs. Thank you for all your help Heather! LAWA is fortunate to have an employee like you! | ||
Date: 08/29/19 | Gold Star: Remedios Aquino, Fabian Raygosa Webmaster | Work Location: Information |
Comments: Remedios Aquino, Fabian Raygosa, and staff from Information Management and Technology Group (IMTG) assisted and executed promptly Human Resources' request to put Google Translate on the flylax.com website so that the traveling public can have vital information accessible in over 100 languages; this will help millions of passengers make their experience at LAX exceptional. | ||
Date: 08/26/19 | Gold Star: Rigoberto Orozco | Work Location: LAWA |
Comments: I received a complaint regarding a FlyAway Bus Operator. However, in the complaint, the passenger commends the exceptional service from LAWA's own, Gardener Caretaker Rigoberto Orozco. This 63 year old passenger had been in a severe motorcycle accident during her vacation and had a cane and a neck brace upon her return. She was denied luggage assistance from the skycap on duty when she reached the location of her vehicle. Rigoberto did not have the heart to turn his back on her. Rigoberto put down his leaf blower and proceeded to help her carry her luggage to the 4th floor parking structure even though he was warned not to by the skycap. For his attention to duty and compassion, I am recommending Rigoberto to be recognized. | ||
Date: 08/26/19 | Gold Star: Jessy Trejo | Work Location: Transportation |
Comments: While walking to my office one day, I noticed a big blue bus waiting at the stop sign so I could cross the street safely. I was very far from the stop sign, but this very courteous bus driver waited patiently for me to cross the street. Since then, I would sometimes see Ms. Jessy Trejo and we would exchange smiles and wave hello to each other. One day while walking around the Central Terminal Area, I was able to meet Jessy on her bus route. I told her that she was a delight, and I'm sure that her guests must feel the same way too. I look forward to sometimes seeing Jessy in her bus so that we can exchange a smile or a thumbs up. Thank you, Jessy, for being a ray of sunshine not only to me but to our guests!!! | ||
Date: 08/26/19 | Gold Star: Tony Beaird | Work Location: Wheelchair Company |
Comments: An American Airlines passenger was at the main cabin ticket counter trying to check one bag. Tony Beaird of G2 Secure Staff was walking by and heard this passenger state he had no money to pay the $30 charge for his one checked bag. Tony spoke to the passenger for a few minutes and advised the American Airlines ticket counter agent that he would pay for the checked baggage fee. The passenger was very grateful. I have always been impressed by the care and great customer service Tony gives. This was above and beyond but that is the kind of person Tony is. He deserves thanks from American Airlines and G2. What a way to elevate the customer experience. | ||
Date: 08/23/19 | Gold Star: Santusha Peixote | Work Location: Wheelchair Company |
Comments: > From: Kathy Klock [mailto:kcklock1@gmail.com] > Sent: Wednesday, August 21, 2019 4:54 PM > To: info > Subject: My LAX experience > > I have worsening mobility and on Tuesday my wheelchair ‘angel’ was Santusha ! For those of us unable to get around without assistance it is a pendulum from embarrassment to gratitude. Santusha made all the difference with her combined ability, kindness and grace! I will remember this in my heart. I have been a nurse for 50 years and I can tell you this young woman is remarkable and you are blessed to have this ambassador for LAX in your workplace. > > Thank you, > Kathy Klock | ||
Date: 08/22/19 | Gold Star: Luis Saldana, STSO Su, TSO Jackson, STSO Baregas | Work Location: TSA |
Comments: Luis Saldana helped us with an 80 year old woman in a wheelchair with dementia that had been kidnapped from Reno and taken to Long Beach and we were returning her back home. It was a very challenging situation as her mental capacity is minimal at best and we were very stressed from the tragic events that had recently occurred. Mr. Saldana acted professionally and with compassion and respect to get her physically patted down and inspected. She was also very upset and scared but Mr. Saldana and his staff of and we were very stressed from the tragic events that had recently occurred. Mr. Saldana acted professionally and with compassion and respect to get her physically patted down and inspected. She was also very upset and scared but Mr. Saldana and his staff of Supervisory Transportation Security Officer Su, Transportation Security Officer Jackson and Supervisory Transportation Security Officer Baregas calmly and efficiently got us through the screening and on to our gate. The young man Deandre that helped us with the wheelchair from the curb to the gate was also a big help and very compassionate. He was not a TSA Agent but if possible he should be commended. Thank you. | ||
Date: 08/22/19 | Gold Star: Ja Toya Scott | Work Location: Restaurant |
Comments: A guest was pleased with Ja Toya, she called in to guest services: "This is about employee Ja Toya Scott she works at panda express t3 at the LAX airport. I want to commend Ja Toya on Thursday August 15th, she came over to me and stated that I have not picked up my change for the meal that I had purchased. I told her boss that she was wonderful. I would have never missed this money, it was like 7 or 8 dollars. I had jet lag coming back from a flight. I just want to commend this young lady, she is extremely honest, she was very polite and you are luck to have her. Again sheis going to go far, So luck to have her. | ||
Date: 08/21/19 | Gold Star: Deme Frehiwot | Work Location: Wheelchair Company |
Comments: On 8/21/19 on terminal 4 Pre-Check lane I noticed a family of three that consisted of a daughter and her elderly parents. The daughter indicated to Ms. Frehiwot who works for G2, that her mother needed wheelchair assistance and had been waiting downstairs but failed to get any assistance. In the past I have seen instances where other G2 employees would explain the process for requesting a wheelchair to someone or maybe even radio into their dispatch but in this instance, Ms. Frehiwot went above and beyond. Ms. Frehiwot, who had an empty wheelchair quickly responded by helping the mother into the wheelchair, loaded a suitcase onto the wheelchair, and waited for the father to finish the screening process then escorted the family to their gate. With this level of customer service, I feel as though Ms. Frehiwot gave that family the LAX Exceptional Excellence experience and needs to be recognized. LTSO Derrick Privott | ||
Date: 08/21/19 | Gold Star: Kanel Arceno | Work Location: LAWA |
Comments: Kanel Arceno has provided superior support and encouragement to the 2019 summer interns at LAWA. I have been very impressed at her professionalism and kindness throughout this experience-- from my initial telephone interactions through the logistics on on-boarding and separation. She is a valuable asset and advocate for LAWA and I applaud her. Thank you Kanel. David Sanford (LAMP APM intern) | ||
Date: 08/20/19 | Gold Star: Carl day shift Electrician | Work Location: Maintenance |
Comments: Hi Barbara, just a quick note to pass on along the positive experience I had yesterday 08/19 around 100pm with Carl from the Electric Shop. We had the power go out in a couple offices and Carl helped us find the breakers that had tripped and restored power. Carl was amazing, he had a positive attitude, communicated well and provided outstanding service. Regards, Andrew | ||
Date: 08/19/19 | Gold Star: Eduardo Ruiz | Work Location: LAWA |
Comments: I have been employed with Airport Police for over 15 years. I was raised by my mother wh whose life work was in maintenance. I have always respected the work of our ma maintenance crews here at LAX. Recently, however, I have observed Mr. Eduardo Ruiz who ha has been assigned to conduct maintenance work at our police station located at 6320 W. 96 96th Street. This gentleman takes pride in his job duties. He is very detailed and conducts 100% quality every single time he comes here. He is so meticulous that he even cleans the trash trash cans which I have never seen before. After he has completed cleaning the restrooms, it is a pleasure to walk into the restrooms because he leaves them clean and and smelling good. The best part of Mr. Ruiz is his positive demeanor and attitude while he is working. He He is professional, energetic and always has a smile. I don’t know if this email will mean anything but he left an impression on me and I w wanted to express that to you. | ||
Date: 08/18/19 | Gold Star: Saeed Mala | Work Location: Police |
Comments: My 82 yr old mother, was left on a bench outside of baggage claim as a Delta escort took away her wheelchair. My mom can't walk unassisted. Construction and traffic made it seemingly impossible for me to reach her. Officer Mala approached me in my car to remind me to keep moving. He realized there was a problem, calmed me down, and allowed me take the walker in my back seat to get my mom! Thank you Officer Mala! You were a life saver & an excellent representative of LAX Airport Police!!! | ||
Date: 08/17/19 | Gold Star: Monique Ortiz | Work Location: Police |
Comments: On July 30th while conducting traffic control on the crosswalk at Terminal 5 lower level, Traffic Office Ortiz heard loud screaming. Being responsive and able to multi- task Officer Ortiz responded to the loud screaming and encountered a young little girl crying. Ortiz had noticed the girl's parents and older sister were at the top of the escalator with their hands full of luggage urging the young girl to come up the escalator. Ortiz calmed and distracted the young girl by extending her hand out and reuniting her with her parents at the top of the escalator. Ortiz then was able to get a hold of a smartcarte and give informative directions to the guests flying out. | ||
Date: 08/15/19 | Gold Star: Sonia Danbury | Work Location: LAWA |
Comments: Sonia has gone above and beyond the scope of her duties to support the efforts of the Procurement, Warehouse & Records Retention teams. A time sensitive project, our team must prepare and distribute paperwork for almost 30,0000 boxes in a short period of time. Sonia has been up to the task and has far exceeded the expectations and efficiently and effective prepared our team for the tall task at hand by creating templates, letters and completing the tedious task of counting line by line for an accurate count. | ||
Date: 08/13/19 | Gold Star: William Zaldivar | Work Location: Restaurant |
Comments: Thank you for having this survey so i can recognize people like William Angela Monge | ||
Date: 08/12/19 | Gold Star: Filena Ponce | Work Location: LAWA |
Comments: In all the times I've visited Terminal 2, it has always been my pleasure to run into her. Weather she is sweeping the sidewalks, cleaning a restroom or taking out trash, she always shows she is engaged in her work. She is vigilant of guest around her and offers her assistance if needed. She is always professional and works with a smile which I see as making herself approachable to guest and others. She is courteous to fellow co-workers and always shows a positive attitude. She is a perfect example of what LAWA employees should strive to be. | ||
Date: 08/12/19 | Gold Star: Cashe Ross | Work Location: LAWA |
Comments: Helped me so much! | ||
Date: 08/10/19 | Gold Star: Pam Johnson | Work Location: Transportation |
Comments: Our transport man "McDonald" drove us to the TBIT. He was very helpful, kind and helped with a lot of luggage on a stressful trip. (LAX FJ811 11pm 08/10) | ||
Date: 08/09/19 | Gold Star: Noe Leon | Work Location: Maintenance |
Comments: I have worked with Noe on two occasions, for two different projects at TBIT. Noe is always professional and very concerned with the welfare of our Company in the LAWA leased space. The first project was a flood that enveloped our space. Noe worked diligently to make sure we were taken care of and our space restored. Unfortunately a flood happened three months later and again Noe was right there. He has great communication, excellent people skills and is very knowledgeable and helpful. Noe is Xceptional! | ||
Date: 08/08/19 | Gold Star: Chadel Brent Bradley | Work Location: LAWA |
Comments: I had the pleasure of dealing with Chadel for both my fingerprinting appointment and agaon today for my badging appointment. Both times he was pleasant and kind along with being professional. Karyn Hott | ||
Date: 08/06/19 | Gold Star: Latoiya Mathews | Work Location: LAWA |
Comments: Ms. Mathews was very courteous, responsive and efficient in responding to my request to update my employee folder to ensure that it contained the most current employee evaluations and training certificates. Thank You! | ||
Date: 08/06/19 | Gold Star: Carmen Lopez | Work Location: LAWA |
Comments: Not only was Ms. Lopez kind and patient in providing assistance and guidance involving a sensitive personnel matter, she was also instrumental in ensuring that my employee folder contained the most current employee evaluations and training certificates. Thank you! | ||
Date: 08/06/19 | Gold Star: Carmen Lopez | Work Location: LAWA |
Comments: Carmen really went out of her way and gave me insight on how reasonable accommodation works, and how it is initiated. | ||
Date: 08/02/19 | Gold Star: Evelia Campos | Work Location: Restaurant |
Comments: Comments were left on a survey from a guest. Our server Evelia, was one of the most delightful individuals I have encountered on my trip. She was quick to greet and seat us, iffered beverages, and when we ordered iur pizza asked if we had tried the cauliflour crust, which she recommended. It was delicious. She also asked if we had room for dessert.She smiled and showed that we really mattered.Congratulations on such a helpful, and cheerful employee. Evelia C made us feel so welcome which is not always the case with a server in this day. | ||
Date: 08/01/19 | Gold Star: crystal Lopez | Work Location: Restaurant |
Comments: She was very nice and helpful i was lost and she answered all my questions I really appreciate it. | ||
Naim Al-Amin, Santiago Sanchez and Shane Young - Airport Police Division
The Airport Police Division's Crisis Intervention Team (CIT) has made a positive impact on individuals suffering from homelessness and mental illness. One such case is the story of Deshon Childers. Officers Naim Al-Amin, Santiago Sanchez and Shane Young first ran across Deshon in Terminal 3. The 24-year-old graduate of Howard University came to California to stay with his grandmother before entering the Air Force. However, his grandmother took gravely ill and Deshon wound up homeless with only the airport as shelter. The CIT continued to check on Deshon, providing him several meals during the weeks leading to his enlistment date. In an act of compassion, Officer Al-Amin purchased clothing and a haircut for Deshon so that he would be at this best for his swearing-in. Deshon was sworn into the U.S. Air Force with the CIT proudly in attendance.
Robert Alford - Transportation Security Administration
Robert Alford responded immediately to our need to locate a bag filled with medicine and our passports. My husband had left it on a counter as our checked bag was being weighed. As we cleared TSA, we noticed we had left the bag. Our flight was scheduled to leave in approximately 30 minutes and we were desperate to find the bag. Robert instructed us to wait at the boarding area while he helped my husband get to the baggage counter quickly. Within 10 minutes, Robert brought our bag to me. The medicines were very important and difficult to replace, as well as the passports. Thanks for saving us, Robert.
Leo De Vera - ABM Aviation
Needless to say, after a 15-hour trip that started from Guam with an infant that needs surgery, we were exhausted. At Terminal 7 we were met by paramedics to transport my son to Children's Hospital LA. Upon arrival we found out there was only room in the medical transport for my wife, son and nurse; not for me or any of our luggage. That's when Leo De Vera showed up. This young man was caring, courteous and didn't hesitate to help. I went from feeling overwhelmed and completely lost to a sense of comfort and service I've never received as a frequent traveler. He stuck by my side, helped me outside, helped me connect to the internet and loaded an Uber app on my phone. Even though I think his shift was ending, he stayed with me until my ride arrived. I was moved by his compassion and his commitment to making sure I was ok. I need to make sure Mr. De Vera is rewarded and recognized for going above and beyond and not hesitating to do everything he could to make sure this stressed dad was taken care of. Thank you Mr. De Vera, God bless you. In a very stressful time, he was an angel I needed.
Endy Garay, Christian Magana, Javier Parga, Andres Ruiz - Airport Police Division / Traffic Division
Los Angeles Airport Police Traffic Control Unit (TCU) Officers noticed unusual behavior after a man parked and exited his car in front of Terminal 4. After they tried to communicate with him, they notified Airport Police and guided the man to a nearby bench. The man then took a razor from his pocket and began to slice his wrist and forearm. As he placed the razor to his throat, TCU Officers quickly grabbed the man, took him to the ground and placed him in handcuffs for his own safety. The distraught man was treated on scene and was taken to a local facility to receive medical and mental health treatment where he survived his wounds thanks to the quick actions of the traffic officers.
Steve Herbst - Volunteer and Diana Barahona - Transportation Security Administration
LAWA volunteer Steve Herbs and Transportation Security Officer Diana Barahona helped an elderly deaf guest get to his final destination. Steve and Diana spent more than 45 minutes trying to reach the guest's point-of-contact, friends, relatives and different hotels in downtown Los Angeles. The challenge in this process was communication. Steve communicated with the passenger through phone apps and paper and pen and remained professional, calm, respectful and consistently patient. The ordeal ended with Steve and Diana discovering that the reservation was in Santa Monica and not downtown LA. They walked the guest to the curbside, placed him in a taxi, and made a follow-up call to ensure the guest made it safely.
Cornella Jackson - United Airlines
Cornella is constantly a positive presence in our lobby and greets every guest with a greeting that makes customers feel appreciated and welcome, like part of the LAX family. Most recently we had a request for a customer whose wife is in the early stages of dementia. Cornella met the couple and treated them like royalty. Not only did she meet and greet the couple in the lobby and ensure everything was smooth with their airport experience, but she also filmed the couple and shared the video with the guest so that he would always have that cherished memory of fun times with his wife.
Jose Refugio Jaime - Maintenance Services Division
A little girl accidentally let go of her balloon and it sadly floated to the ceiling. Jose used one of his broomsticks, some tape, and a few other items to be able to grab the balloon string and get the balloon back for the little girl. Using his creativity and ingenuity, he brought joy to the young guest and her family as others were watching nearby. Sometimes it's the little things that leave the biggest impressions on our guests.
Lashundra Veazey - Areas
Lashundra Veazey goes above and beyond her duties for guests working as a supervisor at the Coffee Bean and Tea Leaf. She helped an elderly guest in a wheelchair who was waiting to get escorted to her gate. Since the escort didn't show up, Lashundra took the guest to her gate, even though it was not part of her regular duties. She stepped out of her area of responsibility to provide an exceptional experience and demonstrate that she cares.
MYSTERY SHOP AWARD WINNERS
FRIENDLIEST TERMINAL
FRIENDLIEST RETAIL & DINING TERMINAL
MOST IMPROVED TERMINAL
1st Place - Terminal 2
2nd Place - Terminal 8
AIRPORT SERVICE QUALITY (ASQ)
BEST CHECK-IN
1st Place - Terminal 7
2nd Place - Terminal 6
At LAX and Van Nuys, we strive to make our guest visits efficient, hospitable, and memorable by providing modern world-class facilities, services, and innovation that showcase the ambiance and excitement of Los Angeles and the lifestyle and warmth of sunny Southern California.
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