At this month’s Customer Service Advisory Council (CSAC) Brunch, we had the privilege of recognizing the individuals whose actions stood out among the 646 submissions received this quarter. These recognition recipients exemplified the principles that guide our work each day — upholding safety, creating comfort, strengthening our culture, ensuring ease, and supporting speed across the traveler journey.

Their contributions reflect the professionalism and attentiveness that define our airport community. The stories highlighted below demonstrate how meaningful service is delivered: through thoughtful decisions, steady awareness, and a commitment to supporting both travelers and colleagues in moments that matter.

Honoring This Quarter’s Recognition Award Recipients

Culture Award — Nisrine Assayad (ABM)

Nisrine responded quickly when she saw a passenger in distress. She called 911, stayed by his side, gathered key information, and found juice to help stabilize him. She also arranged coverage so she could get him a meal later that night. Her compassion turned a medical emergency into a meaningful moment of care and support.

Safety Award — Avis Lewis (Allied Security)

Avis noticed a teenage girl crying alone and learned her phone and passport had been taken. She immediately called 911, and got police involved, leading to the discovery that the girl was a victim of human trafficking. Her awareness and courage directly contributed to the young woman’s rescue.

Speed Award — Thelma Baez (ABM)

When a deaf, non verbal, visually impaired passenger lost access to his digital documents due to a stolen charger, Thelma acted fast. She verified his information, coordinated with her supervisor, and escorted him to his gate just as final boarding began. Her quick thinking saved his entire trip.

Comfort Award — Juan Nova (Maximus Global Services)

Juan found an elderly passenger stranded with a dead phone and no way to reach family. He charged the phone, helped him reconnect, discovered he’d missed his flight, and personally guided him through rebooking and to his new gate. His patience and kindness turned a stressful ordeal into a moment of true support.

Ease Award — Rachel Sanchez (ABM), Troy Scheet (ABM), & Franco Velez (GOAA)

When a passenger’s dog, Bayley, jumped from a car window and went missing for two days, Franco initiated the search, and Troy and Rachel responded immediately when Bayley was finally located. They safely reunited the dog with her owner—on the owner’s birthday—and declined any reward. Their teamwork transformed a frightening situation into a heartwarming reunion.

These stories are powerful reminders that extraordinary service often begins with a simple decision to step in and help.

If you see an employee going above and beyond, whether it’s exceptional customer service, a moment of kindness, or someone stepping up when it matters, help us celebrate them!

List of recognition recipients: https://www.mcocares.com/employee-recognition/