Everyone on Board

Celebrating Customer Service  

By Alyson Walls

Published October 4, 2018

Read Time: 2 mins


Whether it’s recovering a cherished lost item, assisting a non-English speaker or just pointing out the nearest restroom, providing exceptional customer service is the cornerstone at Pittsburgh International Airport.

“We understand that our guests have other options besides flying when it comes to travel,” said Jeff Martinelli, Manager of Customer Programs. “Therefore, everything we do is done with a pleasant and efficient customer experience in mind.”

Eight full-time Customer Service Representatives and 75 volunteer Airport Ambassadors are the first point of contact for many visitors to Pittsburgh, which is known for its friendliness. “We reinforce that reputation with our airport-wide customer service training program ‘Pittsburgh Proud,’ which all employees receive each year when renewing their airport ID badge,” Martinelli added.

During Customer Service Week, the daily efforts of Customer Service Representatives are celebrated, said Elise Farris, Manager of Customer Relations.

“They answer thousands of phone calls and questions in the terminal, handle the lost and found and provide invaluable assistance to nearly 9 million travelers each year.” Farris said. “We enjoy expressing our appreciation for our employees by buying them meals, decorating the information desks, having our CEO and staff write them “Thank You” notes, and telling stories of their success through social media.

The airport team also provides many opportunities for the community to learn more about operations at the airport. “MyPITPass” is a pilot program that permits non-ticketed individuals through security to enjoy the airport shops and restaurants and meet and greet travelers.

A “First Time Flyers” program is offered quarterly for inexperienced or nervous flyers, and an “Ambassador Escort” program in which volunteers escort passengers who need a little extra assistance to their gate, is also available.

“We understand that customer service is full circle – that is, customer service cannot excel unless everyone is on board and helping,” Farris said.

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