October 2025
Airport Employee Comforts Passenger
A panicked passenger couldn’t find her paratransit pickup spot, but an airport employee saved the day for her.
The 78-year-old passenger made arrangements to be picked up by a paratransit service, and she went to the curb to wait. She started to grow concerned after the ride did not show up when she expected it.
Israel L., an operations assistant with the Aviation Department, spoke to her and took charge of the situation. He made contact with the paratransit operator, got the exact pick-up location, and personally escorted her to it.
Israel was cordial, attentive, and a happy person, and she couldn’t have asked for a better person to help her, she said in nominating him for recognition. Israel went above and beyond to help her, and he turned it into a positive experience, so he has been recognized by Phoenix Sky Harbor’s On the FLY team (F = Friendly. L = Let me help. Y = You.)
Tell us your story of a Sky Harbor employee who went above and beyond the customer service call of duty at skyharbor@phoenix.gov and we’ll make sure they get the recognition they deserve.