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Pittsburgh International Airport Employees Celebrate N.I.C.E.!

· 5th Annual Customer Service recognition program

· Nearly 60 honored

PITTSBURGH, PA (April 16, 2014) – Nearly 60 airport employees were recognized for their outstanding customer service efforts as part of the Allegheny County Airport Authority’s 5th Annual N.I.C.E. program recently on the ticketing level of the landside terminal at Pittsburgh International Airport.

Since 2009, more than 400 airport employees and volunteers have completed N.I.C.E. training that was presented by Allegheny County Airport Authority. The program is designed to elevate the level of customer service offered at Pittsburgh International Airport to improve the travel experience for all passengers. Employees at Pittsburgh International Airport have taken that message to heart and have proven to be outstanding problems solvers. The customer service awareness program reminds us all of the importance of N.I.C.E. – Neutralizing Irritations Customers Experience. All employees who have been recognized throughout the year will be eligible for a prize drawing.

Some of the recognized employees:
Christian Davis, of Auntie Anne’s:
“At approximately 1 p.m. on a Monday, a co-worker and I noticed Christian, an employee at the Center Core Auntie Anne’s, demonstrate commendable customer service. Christian took the time to escort a visually impaired gentleman to his gate on Concourse C. A job well done to Christian for going above and beyond in providing excellent customer service!”

Ed Gesselman, of Southwest Airlines:
“I was on a flight to Pittsburgh International Airport with a change in Atlanta. When I landed at PIT, I realized I lost my wallet on one of the two legs of the flight, but didn't know which one. I went to baggage service and was fortunate to encounter a young man who far exceeded expectations in helping me locate the wallet. He made calls and checked in Atlanta, PIT and Chicago, the plane’s next stop. He made all the arrangements to ensure the wallet got to me. Ed is an outstanding employee. He deserves kudos for going out of his way. Way beyond necessary! Clone him for heaven sake.”

Judy Kirkwood, of Southwest Airlines:
“I arrived at PIT at Gate A3 and had been in a lot of physical pain. I noticed that Gate A1 had a direct flight to Las Vegas which was where I was ultimately headed instead of through Chicago, which is where the flight I was scheduled to be on would stop first. Judy went above and beyond the Call of Duty to move me from the flight at Gate A3 to Gate A1. She was a Guardian Angel. She saw a passenger in a difficult situation but didn't pry for many details. She just read my body language. I was able to be seated on the other direct flight and reduce the stress level! I will never forget Judy!”

“This is the fifth year we have recognized employees and their outstanding customer service efforts through the N.I.C.E. program,” said David Minnotte, chairman, Allegheny County Airport Authority. “Employees throughout Pittsburgh International Airport work to meet and exceed passengers and visitors’ needs every day. Airport employees are problem solvers for our customers and this is our way to say thanks.”

If you have had excellent customer service at Pittsburgh International Airport, we would like to hear about it. Contact us at You can learn more about this great program at:

Apr 16, 2014 Categories: News Room