November 2025
Airport Employee Answers Call for Help
An airport employee responded to his "natural reaction to help" in two separate instances involving passengers in distress.
On the first occasion, Robert A., an aviation superintendent in the Aviation Department, was in Terminal 4 when he heard a loud scream coming from a woman on an escalator. He immediately jumped up and ran to assist and calm the woman. She was in distress, but she was able to receive assistance from Robert and others who also helped.
"I've never seen someone move so fast to assist," one passenger said. "It was amazing how quickly he jumped into action. That was impressive," said another.
In another instance the next week, Robert noticed an older couple standing outside an Aviation Department building while they were on their cellphone with multiple bags. They said they couldn’t find their car, which had been dropped off by a family member about 1.5 miles away. Summer temperatures were high, so Robert invited the passengers inside the office to wait in the air conditioning and provided cold water before arranging a ride.
They were extremely appreciative and said they never expected such great service.
Robert prefers not to call attention to himself, but his supervisor felt it was appropriate to recognize his consistent dedication to every customer he encounters, so he was been recognized by our Phoenix Sky Harbor On the FLY team (F = Friendly. L = Let me help. Y = You.)
Did you witness a random act of awesome or see a Phoenix Sky Harbor employee provide excellent customer service? Tell us about it at skyharbor@phoenix.gov and we’ll make sure they get the recognition they deserve.