Past ATL Wow Recognitions

July’s ATLWOW Superstars 

Jason Blake

I had been searching for my parked car in the North side.  I knew I had parked at 16N.  My problem was that I needed to get to the third floor to get to 16N and I was going into the first level and, the elevator would only go to the second level, and you would have to take the stairwell to the third or fourth level. I would have to go back to the inside of the terminal from the main floor and go up the escalator or elevator to the next floor and walk across what appeared to be a skywalk but led me outside and I knew I did not park outside so I was confused as to how to get inside where I parked and on the 3rd floor.  Well, I have Parkinson’s, with limited mobility and knew I could not do the stairwell with all my luggage.  So, I saw this employee leaving the airport and asked him how I could get to 16N, and he said he was off and worked for Delta but unfortunately, had been working only three months and wasn’t that familiar with the North parking area.  But he said he would stay with me until we found my car.  I told him my luggage was very heavy and he said do not worry because he was used to heavy luggage.  He went back inside the terminal to see if he could find a map of the parking area and came back and apologized for not finding one, but he carried the luggage up two flights and we found my car.  He was so kind and courteous and made me really feel like I was a valued customer.  He went above and beyond his duties and the fact that he was off and still took time to help me was very special.

Karen Johnson

Karen was absolutely incredible in what turned into a team effort to help fix a pretty significant hiccup in the start to our honeymoon. When we reached gate F12 to board our second flight of the morning heading to our honeymoon in St. Lucia, I realized my passport had been lost somewhere along the way. Karen helped find a TSA agent there and get us in touch with people in New Orleans who located the passport, and in the end, we were able to get it on a flight to Atlanta so I could retrieve it today. Karen even started looking up local emergency passport offices in case my passport was not found. She was lovely, fast, kept me positive and truly was such a huge help. We love her! Great Customer Service and thank you for going above and beyond Karen!

Barbara Davis

I would like to thank Barbie Davis, an Atlanta airport volunteer, for being the Godsend that she was to me today. I was traveling alone with several oversized and heavy bags and needed a flatbed cart to get my items from baggage claim to the taxi area. When I approached Barbie around 6am to ask if she knew how I could secure a cart, she stopped what she was doing without hesitation and shifted into warrior mode.  We went to the curbside counter where we saw the type of carts needed, however the agents there said that the carts were locked up, could not be given out, and that there was no one available to assist me. Barbie could have left me there having tried, but instead, she took me to another area where the staff initially declined to let me borrow their cart, and even denied having one though we could see that they did.  Barbie let them know that she was a retired Delta employee, and that she would take responsibility for returning the cart to them after I had used it. They agreed, and off she walked with me, carrying my plant so it would not be harmed, helping me out to the taxi area, and wishing me well with my relocation.  I truly would have been in a difficult situation without Barbie’s help, which extended even beyond my stay at the airport as she wheeled the cart back to where it belonged. So often people take the time to complain when something goes wrong, but less often when things go right.  However, having Barbie at the airport is something gone extremely well; I am fortunate that she was there!  Her graciousness, genuine concern for my situation, and overall professionalism will not be forgotten. Thank you, Barbie!

Lisa Washington

Lisa, thank you so much for everything tonight. The stores were closed tonight when I came there but she explained the pizza ovens were off, but she explained that the burger spot was closed also. She saw my plight, I had 3 hungry children with me. So, she turned on the grill and said “I got you”. She took 5 burgers from the other restaurant and 3 salads from her spots and made sure my wife and kids did not starve. Thank you so Much Miss Lisa you are an Angel and there still good people that care in this world, and you are one of them. God Bless

I wish I could grade her beyond excellent! I first met her at Maddios pizza, and the service and her food were outstanding. Around 10pm that night, I was crying, and she recognized me and came and gave me hug and ask why I was crying. I told her I just wanted to go home but my flight was cancelled. She asked me to wait and sit tight for a moment. It took about 10min but, she actually bought me a salad, scone, and a bottle of water out her own pocket so that I had food until the morning. She walked me to my gate T12 and just sat with me to ease my anger and frustrations because I wanted to go home. Thank you so much for your understanding and kindness and I will be writing you corporate office about you. Thank you Ms. Lisa, you truly are a gem!

Allen Glover – Paradies Lagardere

On Saturday, May 21st at approximately 10:15 am Allen Glover was on the escalator going down on Concourse E when he heard a loud thump. A passenger traveling on the opposite escalator headed upstairs that took at hard fall. There was no one near the passenger at the time. Allen immediately leaped down to the end of the down escalator & stopped the escalator going up so he could come to the aid of the passenger. Allen immediately asked the passenger if he was ok as blood was dripping by Allen’s shoes.Allen yelled to someone for a wheelchair, put passenger in the wheelchair and called 911. The victim was dizzy and lightheaded.As they waited for EMS to arrive,Allen asked the passenger what his name was and how old he was–the man shared that he was 76 years old and that his name was Michael. Once Allen got Michael down the escalator, the man was trembling.911 called Allen back & Allen insisted that EMS come quickly because the passenger was bleeding badly. Michael had a badly bruised hand, two gashes in the back of his head, his back had a big bruise and both knees were bruised. Allen asked Michael where he was traveling to & he replied to Milan, Italy. Allen called an associate to bring him some paper towels, first aid kit and ice until 911 arrived.Once 911 arrived Allen left the passenger with EMS. Later Allen and one of his associates prepared a blanket, pillow, magazine, bottled water and took it to him at gate 30. Michael was extremely grateful and the entire airport for Allen’s outstanding service.

Brandon Nixon – Paradies Lagardere

We are in A concourse today. We ate at the Low County New Southern Cuisine. First off, the food tasted like home cooking, well cooked-seasoned, and filling. But I wanted to talk about Brandon. That man is amazing. He cleaned up spills quickly and with grace. His area was spotless and didn’t allow anyone to sit before he cleaned the table and chairs. He bussed his area like a server in a 5-star restaurant. He helped the elderly, gave directions, chatted with his guests. We had a wonderful experience because of wonderful employees like Brandon. Also wanted to thank the housekeeping staff. They are polite and professional. Keep employing people like Brandon and you will have happy customers with warm hospitality.

Joseph Lee – Department of Aviation Landside Operations

On May 5th, a passenger lost control of her pet cat while she was being screened at the Main Security Checkpoint. The cat escaped the owners grasp and fled into the Domestic Atrium. The cat managed to climb up one of the concessionaires “roll-ups” gates, and proceeded into the ceiling of the terminal. Joseph Lee, with DOA Landside Operations, noticed the distraught passenger and offered his assistance. Joseph sat with the passenger and tried to lure the cat back down. The owner of the cat could not afford to miss her flight back home, so Joseph continued his efforts alone. Joseph borrowed humane animal traps from the airport’s wildlife biology team to place in the area the cat was last seen. Joseph even returned to work the following day with cat food that he purchased to bait the traps. Joseph continued his efforts for the next week while keeping in contact with the passenger and giving her updates along the way. After a week’s worth of effort, Joseph had to return the humane animal traps he borrowed. Unfortunately, the cat has yet to be found, but Joseph did everything he could to help. Please help me by acknowledging Joseph Lee and his dedication to providing the best customer experience possible.

Shakira Duffy ATL Code Enforcement Officer

January’s ATLWOW Superstar

ATL Code Enforcement Officer Shakira Duffy was assigned to the Lower South Domestic Terminal. She was approached by a woman stating that her son was missing, and the tracking pinged him in the area. EO Duffy immediately advised dispatch of the situation.  EO Duffy spoke very calm and clearly. Dispatch advised APD and gave a bolo of the missing child, whom was a 17-year-old autistic male. An APD unit came over the air and asked was this the same missing child from the previous day. Radio dispatch responded by saying “yes”. EO Duffy gave a description of the missing child’s clothing. APD went back and forth over the air attempting to locate the missing boy. After about 10 minutes later, EO Duffy came over the air “I think I found the missing child, he’s on level 1 stairway 5” in the South Parking Deck!  As I walked over to the stairwell, I could see an APD day watch SGT standing by. The child was covered up with a blanket laying in the stairwell. He appeared to be sleep. After confirming it was the missing child, EO Duffy brought his mother over to the stairs where the SGT advised it would be best for the mother to wake him up. The mother and son were reunited, and the child was safe. Thanks to the efforts of EO Duffy.

STSO Victoria Farmer and STSO Dedrick Brooks, TSA

October’s ATLWOW Superstars

I flew for the first time along with my 1- year old son. We had a layover flight in Atlanta where I lost my personal carry on. In my carry on was my son’s bottles, my wallet, my flight tickets, charger and some other miscellaneous items. This was an extremely agonizing experience, being that I was 8 hours away from the nearest family member with no identification, no money and no way to feed my baby. In my panic, I found TSA Supervisor Victoria Farmer, who was getting off work at that time. She spent 2 hours taking us to and from various lost and found checkpoints. When we finally found one where my bag had been logged in, it had already been transferred by airport security to the lost and found, which wouldn’t be open until the following morning at 8am. At the time it was 6:30 in the evening. I was there with my baby, who up until this point had been a real trooper but he’d gotten tired and wanted his bottle. My phone was on 12%… I had nothing and was being told there was no way of retrieving my belongings until the following morning. This TSA Supervisor had done all she could for me in locating my belongings and it was past time for her to go home. I was frantic. She looked at me and assured me that everything would be ok. She then clocked out, went and found a charger for me to use, and went to Target where she personally purchased my son the type of bottle he was used to taking and some Tylenol for me being that at this point I had a migraine. She asked if there was anything else I needed then contacted her coworker TSA Supervisor Dedrick Brooks to further help my son and I. He brought me the items she’d purchased from Target being that I couldn’t go past the security check point and re-enter with no identification. He then escorted my son and I to Delta customer service where we’d missed our flight and explained to them what happened. In response, an Delta agent put us in a really nice hotel room for the evening and changed my flight for the following day at 11am. We had a good night’s sleep and received a call from Supervisor Victoria Farmer the following morning (which was her day off) confirming the retrieval of my belongings. Never have I ever felt or been treated with so much empathy and compassion as I had been by Supervisor Farmer and Supervisor Brooks. That was my first time traveling alone (without my husband) and further more having my son with me. I’ve heard nothing but horror stories about lost belongings and Airport personnel. Understand that I am eternally grateful for the outpouring of support I received from these Supervisors who are a pivotal part of your team. I just want to give Thanks and Recognition to them and I feel Blessed to have come in contact with them. Thank You.

TSO/PSS Patrice Russell, TSA

I would like to express words of thankful to TSA TSO/PSS. Patrice Russell. I have a special kid who was flying with me and her assistance was outstanding. She captured the entire situation briefly and helped us to take a flight. Unfortunately, we couldn’t take it because my son had a terrible meltdown at the terminal. He is autistic, nonverbal, 15 years old. We had to go back to the exit and wait for his mother to pick him up. Patrice assisted us the entire way. She connected us with the appropriate team, canceled our flights and rebooked mine for the second flight in line. She even waited until my son was secure into his mother’s car. This meltdown was huge and created a torrential of emotions for everyone. A look of confusion and misunderstanding are going to be always when people are not used to and unaware of autism condition, but she understood completely what was happening and help us to proceed without any judgment. Please let her known our gratitude and say thanks to all TSA member for all your service too!

Kevin Dawson, Department of Aviation Landside Operations

I would just like to take this opportunity to show great appreciation to Landside Operation Worker Mr.  Kevin Dawson.  On Friday September 24, 2021 around 6:00pm , as I cleared the curb side near 4000 North Terminal Parkway, I noticed a vehicle pull up behind me.  I waved to the lady to keep moving and at that point, I noticed the lady was crying.  I approached her vehicle and ask could I help her.  That’s when she pointed to her tire.  The tire not only was flat but, it was ripped to pieces.  I calmed the lady down and advised her that I was going to get her some assistance.  She advised she didn’t have triple A.  I gave her the number to Moody’s towing for a private service.  They informed her they don’t come out to change tires and she began to panic again.  I asked the lady did she have a spare tire?  I informed her that I would get her some help not to worry. She informed her dad that she would be to get him soon, whom was waiting on the North Curb.  Not knowing who in the world it was going to be, but I was about to flag down somebody.  Low and behold Mr. Kevin pulled up right on time.  He noticed my vehicle with the lights flashing along with the customer, and he stopped to assist.  When I say he was on time, Yes!  Kevin didn’t hesitate to get on the ground in his khaki uniform, found the anchor for the jack support, got that tire off using all his strength because those lugs were so tight, and changed that tire.   And did I mention it was his lunch time too!  Thank You Kevin for going way beyond the call of duty!  You could have just waved and continue towards your meal, but you saw the team in trouble and you stopped to lend a hand. Not only did you help the customer, but I too now know how to change a tire! The customer and I are so appreciative of You.  Job Well Done! Kudos to you!

Brandon Goins, ABM Lanier Hunt Parking

I am writing to recognize the outstanding customer service I received from Brandon Goins on a recent trip. The parking experience started off horribly, as we went to 3 lots, only to find them closed off. We were finally redirected to the Park ATL Select lot. We waited in the rain for around 40 minutes for a shuttle to show up, and only made our flight thanks to an airline delay. I drive an electric car and I have parked in the past and charged while gone. This is a wonderful service, but at the Select Lot, the chargers were not working. By the time I returned from my vacation, the car would have zero charge left. I tried calling ChargePoint with the numbers of the chargers, but they were no help. I spoke the next day with an employee at the Select lot and she tried unplugging and re-plug the charger, but we still couldn’t get anything to work. Finally, I spoke to Brandon a couple days later. He not only spent hours trying different chargers and speaking to ChargePoint, but he also then worked to get the whole system reset. When this didn’t work, he didn’t give up. He asked if they could relocate my car and he had it towed to a different lot where it could charge. When I returned to Atlanta, my car was charged, there was a note with my car’s picture on it in the cashier booth so they could manually process the lot charge. Throughout many calls, including on Friday night when Brandon had already gone home, he was a pleasure to deal with and has a great sense of humor. For a trip that started off extremely negative, I returned home having experienced some of the best customer service I have ever received. You are incredibly lucky ATL to have a Brandon on your team.

TSO/PSS Phillip Simmons, TSA

Hello everyone, I had such a pleasant experience with your TSA Cares Specialist, Phillip, at ATL yesterday. I was traveling with my son who has autism and cognitive disability. I have an implanted medical device and have liquid medicines in excess of the 3-1-1 rule. We haven’t traveled since 2014. We are just a mess and would surely have gummed up the works at Security. Mr. Simmons contacted us prior to our day of travel by text message and met us at the front of the airport. It was such a comfort to have Phillip there to guide us in what to do and my son followed his instructions to wait instead of going with the flow of people as I gathered our things. Phillip then made sure we knew how to proceed to our concourse and gate. Your TSA Cares program is genius. I’m sure it facilitates the free flow through Security. Great job Phillip!

Shenika Phillips and Erik Towonsend, Southwest Airlines 

August’s ATLWOW Superstars

Saturday, June 26th, my daughter and I were scheduled to fly out of ATL on Southwest. We were in line at Longhorn across from our gates when my daughter fainted. It was SHENIKA PHILLIPS and ERIK TOWNSEND who leapt into action to assist us. Shenika was the first to contact emergency services. This was right during shift change I gather, because she enlisted Erik to assist with my flight stuff. I was in a state of panic and frustration and both Shenika and Erik continually worked to calm me and let me know that they would do whatever was needed to help me. Even after EMS came and checked out my daughter, Erik came by at least twice to check on us and reassure me that our flights were rebooked and everything was okay. He helped me learn where the closest hotel was since we had to rebook. He was so kind. I had to let someone know that because of Shenika and Erik, what was a very stressful and traumatizing moment, they helped bring calm and comfort as best they could. I had to let you know that they deserve to be recognized for all of their help and efforts. Even today, I’m still not over everything that happened that day, but I couldn’t go without acknowledging their help and support. Thank you for employing associates who still care and focus on the CUSTOMER in Customer Service. A sincere and heartfelt thanks to you Shenika and to you Erik. I appreciate everything you did for me and my daughter.

Everette King, Primeflight Aviation

On August 16, 2021, Mr. Everette King assisted my mother and me by pushing us both in wheelchairs after a flight from Cleveland, Ohio to Atlanta. While pushing us, a young man that had challenges himself, was pushing his father in a wheelchair and needed major help. Transportation was short-staffed so Mr. King told him to just follow him and he would help them get to their family. Once we all made it to the train Mr. King proceeded to push my mom and me on the train but when the young man tried to bring his father on, the wheel became stuck in the doorway of the train. Mr. King had to act fast (as you know those doors close quickly) and he told the son the get out of the way so he could try to get the wheelchair out the doorway. The doors were starting to close and we all started to panic and hollered out. Mr. King was finally able to move the wheelchair but forward in the nick-of-time but only he was on the other side of the train doors and the train left. The young man was panicked because now he’s separated from his father and my mom and I are in wheelchairs locked on the train with no one to push us. Now we had to think. We had to calm the young man and told him to stay with us and we will make sure he’s reunited with his father. There was a young lady that also worked for the transportation company on the train. I asked her could she help us she said no because she has passengers. There were 2 pilots on the train and another passenger that was willing to help all 3 of us off the train so that we can wait until Mr. King and the elderly passenger to arrive from the next train. We were so grateful for the help. Mr. King finally arrived and the father and son were reunited almost in tears. The father was so worried because he said his son can’t be alone because he has major head trauma. I calmed him by letting him know we kept him safe with us until they came. Mr. King’s nerves were shot because all he kept thinking about was what could’ve happened when the wheelchair was stuck. Mr. King got all of us outside safely to be reunited with our families. But while waiting I heard Mr. King being reprimanded by a superior saying that he abandoned his passengers and he wasn’t supposed to do that. Well, Mr. King was and is a hero because without his quick thinking to jump in and save the elderly passenger’s life we would all be telling a different story now. Mr. King should not be chastised for saving someone’s life and assisting someone that needed help themselves due to short staff while caring for his passengers. He deserves recognition for saving a life, putting his own life at risk, and doing his job with grace. Thank you Mr. Everette King job well done!

Erica Mymudes, Department of Aviation Planning and Development

Erica Mymudes was my angel on August 5th. I left my cell phone and iPad in the bin at security. Being a senior, I wasn’t sure how to retrieve it. I began looking for security to help and couldn’t find anyone. Erica noticed my lost frantic look and asked if I need help. She called security and explained the situation and asked them to call her. About 10 minutes later, they called to say they found it. She walked me to my gate and sat me down and said she would retrieve it for me. About 20 minutes later, she returned with my phone and iPad. If it wasn’t for COVID fears, I would have hugged her. What an employee to claim as yours. I will forever be grateful to Erica.

Coming Soon.

Fred Baker, Primeflight Aviation

July’s ATLWOW Superstar

I would like to recognize an associate that assists disabled passengers. I only knew him as Fred. Fred was at the Spirit help desk. It was my son and I’s first experience traveling through ATL. My son Chase has autism and gets overwhelmed walking thru large crowds. And he cannot walk far. Fred was a true professional. Helping us along the way and getting Chase safely through the terminal. Please recognize Fred. He was caring and amazing.

Matika Johnson, AATC

This is an appreciation post for Nikita Lee for going above and beyond to assist my family and I in locating the afterhours (AATC)/ lost and found location pickup. Our family traveled on Delta flight #DL1850 and left our car keys at the Security Checkpoint. We were parked in the airport’s parking garage and would not be returning until a week after we’d lost them. Upon our return to the airport, while following after hour pickup instructions provided by the Lost and Found Supervisor (Matika Johnson, who played an instrumental role in locating our car keys we’d lost) I was a bit overwhelmed navigating through the airport to find AATC while my husband gathered our luggage at the baggage carousel. All until Ms. Lee noticed that I needed help, as I approached her, she assessed my situation and offered to walk me through locating the afterhours AATC location where I could retrieve my car keys. Upon our return to the airport, while following after hour pickup instructions provided by the Lost and Found Supervisor (Matika Johnson, who played an instrumental role in locating our car keys we’d lost) I was a bit overwhelmed navigating through the airport to find AATC while my husband gathered our luggage at the baggage carousel. All until Ms. Lee noticed that I needed help, as I approached her, she assessed my situation and offered to walk me through locating the afterhours AATC location where I could retrieve my car keys. Thanks to Nikita Lee and Matika Johnson (lost and found supervisor), they saved me from complications, anxiety, and usage of additional resources. Supervisor, Matika Johnson was prompt in responding, locating my lost car keys, and providing instruction on after hours pickup during my travels. Thank you to both of these stellar employees. They exemplify excellent customer service.

I wanted to send you an email and let you know that Matika did a fantastic job for me. I lost my iPad at the ATL airport over the July 4th weekend. I filled out a report and submitted it. I received emails with links that didn’t work and she helped me through the system. Thankfully my item was found. The link to have my item shipped didn’t work and we had many issues. She worked with me late last evening to find a work-around. She is an exceptional employee. Please reward her in any way you can.

Therika Cullars, ABM

Hello, I was traveling through Atlanta airport and it was super busy! Although the place is super huge I want to start off by saying the ABM JANITORIAL NIGHT SHIFT WORKERS ARE AMAZING AND VERY HELPFUL! I myself and my husband and 4 grands had missed our flight and needless to say we were frustrated, when I noticed this one employee who had been there the night before, I was thinking oh god she must be tired! But she moved so gracefully through the gates and was polite! My husband notices her and gives a 20 dollar tip and says thank you for your work, she never opened her hand to see what it was but instead said NO, THANK YOU GUYS! WITHOUT PASSAGERS SUCH AS YOURSELF I AS WELL AS OTHERS WOULDN’T HAVE A JOB, she makes the kids laugh by saying hey it’s like cleaning up after a giant sleep over that I wasn’t supposed to have lol! .if it wasn’t for the 6ft distance rule we would have hugged her…instead we asked her name which was THERIKA CULLARS. I asked her for her mangers name which she gave A MRS. JOANNE, MR BARRET and MRS ARNEZ….she spoke highly of her training and I personally want say thank you guys for training such an amazing young woman!

Donovan Landy, TBI, Inc.

June’s ATLWOW Superstar

On 5/8, I went to the airport for the first time by myself and one of your employees, Donovan Landy. He went above and beyond to walk me through the entire process as I was very much confused. I have worked in customer service for 6 years and I recognize someone who truly goes out of their way or beyond their job description. If this is not the appropriate forum to message about this incident please let me know as I would like to notify his department for his excellent service. Thank you

April Young, Concessions International – Bobby’s Burger Palace

April is without parallel.  April really made us feel at home while we dined at Bobby’s. She was courteous and professional. To top it off we never had to ask for a refill of our Coke Cola and when we asked for condiments she brought them right away.  We also noticed she treated each customer with respect and as a human being.  Something not often seen especially at airports. April is a real jewel. Rest assured we will visit Bobby’s Burgers when traveling through Hartsfield Airport!😊

Traveling alone can be a lonely and isolating act as one navigates a sea of people scurrying from gate to gate. But it doesn’t always have to be that way as I was reminded today thanks to the kindness and compassion of strangers like April that have the gift to connect with hundreds of passengers each day. As she guided me to my table she engaged me in conversation as if we were old friends catching up. When we sat down she took her time with me and for a moment I didn’t feel like a transactional customer but more like a guest in her house. I only wish I could have stayed longer before I had to rejoin the sea of people scurrying off to another far way land. Wonderful Customer Service!

Kimberly Taggart, All n One Security &
Rodney Gouraige, Department of Aviation – Security

Last night I returned to Atlanta from Dallas and was so tired from a week of moving my sister into assisted living, I forgot my iPad tablet in an airport bathroom. I got a call from my sister saying a security guard had received my tablet from a woman who found it. I called Kimberly Taggart and we made arrangements for me to retrieve the tablet from her. We then received another call from Rodney Gouraige with further instructions. My husband drove me back to ATL at 10:00 p.m. and Mr. Gouraige was waiting for us outside the North Terminal with my tablet. I was so relieved and incredibly grateful. I wanted to give these 2 wonderful people the credit they deserve. They were tireless in their efforts to return my tablet and I am more than appreciative! Security team members at the airport deserve a lot of praise and unfortunately don’t usually get it. I wanted to let you know how very thankful I am to Ms. Taggart and Mr. Gouraige!

Benard Kersee, ACMP JV of ATLNEXT

May’s ATLWOW Superstar

Rescued a Suicide Jumper

Benard Kersee saved a life encountering someone that wanted to commit suicide. Here is Bernard’s story of what happened when he encountered someone that wanted to take their life.

Yesterday, Apr 6, around 5:35 pm while monitoring the T North TNC work on North Terminal Parkway, a couple of us noticed a person sitting on the northbound Airport Blvd Bridge sidewall over the North Terminal Roadway. I immediately called C4 and asked that APD respond to the scene.  Traffic was flowing beneath the potential jumper so I got the Kiewit flagger to stop the traffic in the lane the potential jumper was sitting over (second left lane, first left lane closed for construction).  I engaged him in a conversation from the North Terminal Roadway where he said he wanted to jump and end it all.  After talking to him for about a minute about how things are never as bad as it seems he got up and walked north on Airport Blvd away from the bridge.  I walked up the embankment and talked to him for 5-10 minutes until an Airport Security Vehicle drove by and I flagged him down for assistance.  APD (Officer McCarty) arrived about 5 minutes later.  The potential jumper obviously had some mental issues and we found out through our conversation with him he was at Grady Hospital mental ward recently. His hospital credentials did not match with the name he gave me but the hospital bracelet did seem authentic.  He did not want to go back to the hospital and he said police cars were bad luck for him.  Officer McCarty offered him a ride back to the terminal but he did not want to go in the police vehicle but said he wanted to walk. I told him it was too much of a hazard as he had to walk across several streets and we could not let him because vehicles might hit him when he was on the road.  We eventually got him to accept the APD ride back to the airport as he got in the back of the APD cruiser.  I called C4 to let them know that the individual was taken by APD to the terminal at 5:50 pm.

Hannah Faraday, Paradies Lagardère, Chick-fil-A

Chick-fil-A is known for its customer service standards, however, these can be hit and miss at airport locations. However, I just had a great experience at this location. I was traveling with small children and was on the struggle. Hannah, who was behind the counter, went out of her way to help me and make things as convenient as possible. It was truly appreciated.

Carlos Camacho Moreno, Transportation Security Administration (TSA)

I flew through Atlanta yesterday, April 27th and at Concourse F encountered the most helpful, pleasant young man, named Carlos. I want to recognize him for his professionalism, his kindness, and his “above and beyond” attitude. If all TSA employees were 1/2 as kind and considerate even friendly it would be amazing. Even with his mask you could see the smile in his eyes and hear it in his voice. KUDOS to Carlos…I wish I had gotten his last name but he was working there at 6:30 p.m. Thank you Carlos….you improved my trip And mental attitude.

Antonio Burns, Atlanta Airlines Terminal Company (AATC)

On Easter Sunday, 04/04/2021, I flew in for a funeral. Coming down the escalator to the train, my luggage shifted and I attempted to fix it. As a result, I lost my balance and fell. The people around me stayed with me until Antonio Burns showed up. He got a wheelchair and called your EMTs. because I was a little shaken. I was fine, just a small cut on my hand and a lot of bruising afterward. Antonio stayed with me and took me to my daughter who was picking me up.  I really appreciated his kindness. I know he probably had several other things to get done, but again he took care of me. I asked for his name and he gave as well as giving me his work address as Atlanta Airlines Terminal Company. Again many thanks Antonio!

Benard Kersee, ACMP JV of ATLNEXT 

April’s ATLWOW Superstar

Rescued a Suicide Jumper

Benard Kersee saved a life encountering someone that wanted to commit suicide. Here is Bernard’s story of what happened when he encountered someone that wanted to take their life.

Yesterday, Apr 6, around 5:35 pm while monitoring the T North TNC work on North Terminal Parkway, a couple of us noticed a person sitting on the northbound Airport Blvd Bridge sidewall over the North Terminal Roadway. I immediately called C4 and asked that APD respond to the scene.  Traffic was flowing beneath the potential jumper so I got the Kiewit flagger to stop the traffic in the lane the potential jumper was sitting over (second left lane, first left lane closed for construction).  I engaged him in a conversation from the North Terminal Roadway where he said he wanted to jump and end it all.  After talking to him for about a minute about how things are never as bad as it seems he got up and walked north on Airport Blvd away from the bridge.  I walked up the embankment and talked to him for 5-10 minutes until an Airport Security Vehicle drove by and I flagged him down for assistance.  APD (Officer McCarty) arrived about 5 minutes later.  The potential jumper obviously had some mental issues and we found out through our conversation with him he was at Grady Hospital mental ward recently. His hospital credentials did not match with the name he gave me but the hospital bracelet did seem authentic.  He did not want to go back to the hospital and he said police cars were bad luck for him.  Officer McCarty offered him a ride back to the terminal but he did not want to go in the police vehicle but said he wanted to walk. I told him it was too much of a hazard as he had to walk across several streets and we could not let him because vehicles might hit him when he was on the road.  We eventually got him to accept the APD ride back to the airport as he got in the back of the APD cruiser.  I called C4 to let them know that the individual was taken by APD to the terminal at 5:50 pm.

Johnathan Taylor, DOA Landside

Female assaulted

Johnathan Taylor assisted APD in apprehending an individual who assaulted a female passenger. At approximately 15:30 on 2/23/21, Johnathan noticed a female passenger in distress. She explained that a male passenger assaulted her. Johnathan saw the male suspect as he was fleeing the scene. He followed the suspect to his departing flight and notified APD of his location. As the flight began the boarding process, Johnathan explained the situation to the gate agent. She helped prevent the suspect from boarding the aircraft until APD arrived. APD arrived on the scene and detained the suspect as he was attempting to board his flight. The suspect was later placed under arrest and transported to Clayton County jail. Johnathan’s quick actions and information directly led to the apprehension of this individual and prevented this individual from harming others.

John Gray ABM

March’s ATLWOW Superstar

Randy, on 2/24/2021 we received a phone call from Atlanta Police officer Sgt Baker asking did we have an employee by the name of John that works in the Terminal. I replied yes, and she asked can he please comes to the precinct to talk with her. I asked what happened and she replied we need to interview him about seeing a person with a gun on the Atrium 3rd floor. I called John and asked him what was going on, John gave the following statement. John stated he was going up to the Atrium 3rd floor USO and when he got on the elevator there was a very strong Marijuana smell in the elevator. When he got to the 3rd floor John noticed a suspicious person standing in the back lobby of the elevator and went around to investigate and discover the person had a duffel bag with a gun exposed from the zipper. John immediately left the scene and notified the Police. The Police searched the person and found a loaded 12-gauge shotgun and Marijuana on the person present. APD thanks John for his awareness and ABM will recognize John for an outstanding job.

Mark McBride ABM Lanier Hunt Parking

I wanted to reach out and let you know what an awesome employee you have. My husband and I were at the international terminal the other night and waiting for a van to get us to take us to our car. There was another couple there and it was absolutely freezing (and we were dressed for a different climate). Your busses came by several times and we still had not had Peachy Parking show up or reply to texts. Mark McBride saw us out there and kindly offered to take us over to the domestic terminal where he was confident Peachy would be. We all had a lot of HEAVY luggage, which he helped us get on board and also off the van when we got there. It was amazing that he even noticed us there much less stopped and offered to help. I know I speak for the other couple as well but this kind of service goes above and beyond and it hard to come by! Please thank him for all of us and he has earned you a couple of new customers in the future. Thank you!

Bilal Majeed and Tabitha Hollingsworth Department of Aviation, Ground Transportation

I left my cell phone on the plane and with it being after 830pm, American Airlines members had already left the podiums. They volunteered to assist me. Bilal & Tabitha decided they would try to go to the plane and retrieve the phone. (the phone had my ID, bank cards, insurance cards, etc attached to the phone) After about an hour they returned and they had found the phone. The plane was not at the gate any longer but they didn’t give up. I have much respect and great gratitude to these individuals for going above and beyond their duties. I was so nervous, I had never left anything on a plane before. I am so grateful and they need to know they are appreciated.

Clifton Harper AATC

Hi, wanted to pass on a note regarding an amazing employee at your airport. My mom flew in yesterday from Florida. Due to traffic, I was late to arrive and her flight landed early. We had it set up for me to meet her at the gate with a companion pass due to cognitive issues that we knew would prevent her from finding her way to baggage claim. When she landed, she proceeded to walk around the terminal and try to locate the tram while I was directing her on the phone. She was nervous and shaking. An airport employee spotted her and offered to help her find her way. I could hear him in the background as he calmed her down, took her down the escalator to the tram., and escorted her off the tram and up the escalator to us as we waited in baggage claim. She was laughing and so appreciative when she arrived to us. I took his name, Clifton Harper because I wanted to be sure to pass on a compliment and a BIG thank you for his help—he was amazing, kind, and thoughtful. Please pass on this accommodation and let him know how much we appreciate his kindness. Thank you! Holly Ramos

Rebecca Herbst Southwest Airlines

On Friday, January 17, all flights at Kansas City International Airport were canceled for a good portion of the day. Despite the team at gates C14/C16- who was WONDERFUL, we were unable to get on an outgoing flight until Sunday. Our bags were stuck in the area waiting to get loaded to a flight. The weather issues and incredibly busy travel days meant there were not any crews available to bring the bags to baggage claim for several hours. Carmen in the Baggage Services Office helped us make a claim. We checked into a hotel and after several hours I called to check on the progress. After being on a brief hold the agent at the call center shared that she spoke to Carmen and Carmen was checking on our bags personally. She also gave us a $50 voucher. We headed to the airport and there were our bags! We went to the office to see Carmen to thank her and she gave me a hug and called us her new friends. The team in that office and at Gates C14/16 and the Baggage Services Office had quite the day dealing with all the weather cancellations and stranded passengers. Another friend of mine was also experiencing issues with her ticket and Rebecca Herbst who was also in the Baggage Services Office (but is not normally assigned at that office) helped get her situated and completely taken care of. Today we are waiting for our flight out and when walking to our gate we saw Rebecca again! She helped my friend upgrade her boarding position to Business Select. Rebecca remembered our entire conversation from the night before and asked our evening was. What great service in an otherwise yucky day! I run the Customer Experience program for all Hallmark Gold Crown stores. We believe in caring for our customers, making a genuine connection with them, and making them feel incredibly appreciated. I felt this same connection to Carmen, Rebecca, and your team at Gates C14/16. I apologize that I didn’t get the gate team names- they were scheduled from around 7:30 a.m. – noon or later. Please recognize this team for their great work and incredible service-focused attitude and caring hearts.

Bera Amalendu TBI Inc.

I would like to share with you a positive incident involving a TBI agent, the TBI agents working the information counter in (Concourse) F arrival hall observed a young lady rooming the arrival hall for a long period of time. After a while, the young lady retrieved a piece of luggage from belt #7 and proceeded to the shuttle bus. TBI agent Bera alerted APD immediately. APD officer and TBI Agent Bera proceeded to the shuttle bus where then TBI agent Bera pointed out the young lady to the officer. The young lady was questioned and arrested and the stolen baggage was retrieved and returned to belt #7. The officer informed our employee that the police at the domestic side has been looking for the same lady for a while now for the same crime. Thank you Bera for your swift action to keep the Airport safe.

Joseph Lee Department of Aviation, Landside Operation

February’s ATLWOW Superstar

On 10/26 (Monday), Joe Lee ran into a female Spirit passenger who did not realize that she only bought a one-way ticket. She was stranded in Atlanta with only $57 – which was not enough for a ticket home. Joe ended up speaking with the Manager and arranged a $79 ticket for her which he purchased with his own funds. This allowed the passenger to purchase a phone charger and food for the rest of the day as she had several hours until her departure. He not only recognized and met her needs, but he also remained humble about it. His actions allowed the passenger to return home to her family and prevented several days worth of misery. I’m confident the passenger will always hold Hartsfield-Jackson in high regard because of Joe’s actions. As you know, this is not the first time that Joe has gone above and beyond for a customer.

Dave Himanshu TBI Airport Management, Inc.

Dave helped my family on 11/28/2020. my wife was standing for food at Pascal on concourse B. She ordered the food but when she went to the cashier she asks for cash, no card. She took her wallet for cash but realized she only had her card and no cash. She started walking away and Mr. Dave was standing behind her. He saw what had just happened & called her back for food. Later, the cashier came to us and told us what really happened and what Mr. Dave had just done. We really appreciate him going above and beyond.

Chad Madison and Mallarie Freemont Department of Aviation, ATL Enforcement

On 5/6/2020, at approximately 1600 hours, an elderly gentleman fainted by door N-3 while waiting on someone to pick him up. I would like to take the time out to say thank you and offer kudos to Enforcement Officer Chad Madison & Enforcement Officer Mallarie Freemont for their quick response in helping a passenger who fainted at N-3. Officer Madison & Officer Freemont showed great compassion and professionalism by administering first aid until the proper medical team arrived. Thank you again for a job well done and going above and beyond for customers!

Joshua Martin Paradies Lagardére

On April 28th late afternoon, we had a layover in Atlanta. In my attempt to locate a hot cup of tea, I left my husband in the Terminal A food court with our carry-on luggage. He moved away to another part of the food court, but in his haste forgot that he had two pieces of carry-on and moved away with only one piece. Mr. Joshua Martin came upon this abandoned carry-on, tried to locate the owner by phone number on the luggage tag. My husband had his phone in airplane mode and missed the calls. Mr. Martin persisted despite the 20-minute time limit on unclaimed luggage and texted my husband who had just turned his phone on. We both had not yet realized that carry-on was missing..as soon as he got the text I started looking for my bag all over the food court. He found me and we confirmed that I was looking for my carry-on in response to his text. By then the luggage had been turned over to the police. I was instructed to go to lost and found, which was now closed as it was past 5 pm.. he stuck around to problem solve and locate the carry-on luggage, walking from one place to another as we followed the lead on where it was stored for after-hours storage. Thanks to his help and staying with me till I could secure my luggage, I was able to locate and reclaim my luggage in time for my connection to Richmond Va. I want to commend him for his excellent Customer service skills, kindness, patience, and stick with it ness. I understand he is one of the supervisors and he is indeed a role model! Please pass my comments, appreciation and a BIG THANK YOU to him.