PIT Team Reunites Passenger with Lost Journal

Airports’ customer service reps shine during National Customer Service Week

By Gina Mastrangelo

Published October 7, 2024

Read Time: 4 mins

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Meg Ely and her family recently took what she calls “the trip of a lifetime” to Europe. It was so important to her that she recorded her impressions in a small journal to ensure she’d never forget them.

But the day after Ely returned from her trip, she unpacked her suitcase and realized her journal was gone. Panicked, she reached out to the customer service team at Pittsburgh International Airport.

Sharon Barley, Customer Service Representative Supervisor at PIT, calmed Ely’s nerves right away.

“She was flustered and pretty distraught. She was so upset and was trying to find someone to reach out to get the journal,” Barley said. “She didn’t think she’d ever see it again.”

Barley put Ely in touch with JoAnne Pollock, a Worldwide Flight Services (WFS) team member at PIT. WFS is a partner of British Airways.

And Pollock found it on the seat of the plane.