March 2025
Security Guard Assists Family, Gets Recognition
A family of travelers planning to fly cross-country late at night had to change their plans and an airport employee stepped in to make their delay bearable.
The family of five, including a toddler and an infant, had their flight canceled at 3:30 a.m. and were unable to secure lodging. Not having any luck, they approached Jacob H., a security guard with the Aviation Department, and he helped the family find the restaurants in Terminal 4 and assisted them with their luggage.
“I feel when a staff member in the service industry serves people well and with respect, they should be acknowledged,” said Yvette, the passenger who nominated Jacob for recognition. “Jacob is an outstanding employee. He went beyond his responsibilities to help us. My family and myself appreciate him for all his hard work and dedication for his hospitality.”
We love hearing a story about empathetic and helpful employees, and we are overjoyed to recognize Jacob for his outstanding service with an award from our On the FLY team (F = Friendly. L = Let me help. Y = You.)
Do you have a story about a Phoenix Sky Harbor employee who committed an awesome act of superior customer service? Send details to us at skyharbor@phoenix.gov so we can recognize him or her On the FLY!