How Are PIT Volunteers Compensated? In Hugs, Tears and Candy

April is National Volunteer Month, a time to celebrate and recognize the contributions of Pittsburgh International Airport’s Ambassadors. The team of friendly volunteers assists travelers in navigating the stressful situations that often arise at airports, such as connecting friends or family, handling last-minute gate changes and finding lost items.

Although the more than 90 Ambassadors volunteer their time, talents and even their pets, they are compensated in other ways.

“Lots and lots of hugs, some tears, and our fair share of smiles,” said Elise Gomez, Pittsburgh International Airport’s Manager of Customer Service. “For just doing what they love: helping others.”

Some Ambassadors enlist furry friends to comfort stressed-out travelers. The PIT PAWS program (Pups Alleviating Worry and Stress) allows passengers to interact with friendly, trained and certified therapy dogs.

Just as the Ambassadors are gracious about volunteering their time, they also are eager to share some of their more memorable experiences lending a helping hand.

Sharing tears to ease pain

Elayne Swift volunteers with her dogs, Mateyus and Cooper, and a friend’s dog, Allie. Swift has been a PIT Paws Team Member for five years. Before volunteering, she was a Certified Occupational Therapy Assistant before returning to school to become a Behavioral Health/Addiction Registered Nurse.

“Two young girls coming from the western part of the country stopped to pet Mateyus and Allie and Cooper. When we asked them where they were coming from, they started crying, saying they were coming from their father’s funeral. They got down on the floor and hugged Allie and Cooper sobbing loudly. We stayed with them for a while until they got under some control. They thanked us for the support. Of course we walked away crying also.”  

Mourning a beloved pet

Cece Peterson volunteers with her dog Fergus and has been a PIT Paws Team Member for almost four years. Peterson is a retired critical care nurse.

“I met a man who didn’t want to look at Fergus… he seemed intent on walking past. But he suddenly stopped and asked to pet Fergus. It turns out that their beloved Labrador had passed, and he and his wife were too sad to think about getting another dog. But he fell in love with Fergus, and before we parted I gave him contact info for Fergus’s breeder. Imagine my surprise when she sent me a photo of this man and his wife picking up their new Lab puppy from her.” 

Volunteering for hugs

Sandy Jackson has been an Ambassador for almost nine years. Before volunteering at PIT, she was an office manager for an electrical contractor in Bethel Park for 40 years.

“A year ago, a young lady came to the desk with a baby in a stroller, a car seat and her son, about 4 years old, pushing his own suitcase. I helped her to the parking lot, and she was crying because she didn’t have any cash to tip me. I told her, ‘I don’t do this for the money.’ She kept hugging me, and her little boy said, ‘I want a hug, too. ‘ It absolutely made my day.” 

Sweet reward

Kim Whipp has been a PIT PAWS team member for 18 months. She is a retired math teacher but still substitute teaches regularly because there is a shortage of math teachers.

“Recently, three young children ran up to see our therapy dogs and they didn’t speak English. But they understood smiles and kindness. After petting the dogs, they gave my husband and me a piece of candy. It was understood it was their way of saying ‘Thanks.’ That meant a lot to us.” 

You just have to smile

Carol Anderson, an Ambassador for just over a year, is a retired executive assistant at PNC.

“A passenger wanted to know where to pick up luggage for the people whose last names begin with ‘S.’ She was very tolerant of me when I asked what airline. Finally, I told her at this airport, bags are claimed by airline carousels.” 

Stories like these happen every day.

With PIT’s new We Got You initiative, Ambassadors and the Customer Experience team will be able to make an even greater difference by offering real-time guidance and reassurance to travelers when and where they need it.

We Got You reinforces PIT’s commitment to delivering a seamless and welcoming experience by enabling the team to assist travelers in real-time with handheld devices equipped with advanced, AI-driven chatbots.

To learn more about volunteer opportunities at Pittsburgh International Airport, contact: info@flypittsburgh.com.