May 2026
Ops Employee Steps Up for Disabled Passenger
An airport employee went above and beyond assisting a passenger with disabilities and avoiding a situation that could have become distressing and discouraging.
The passenger was taken to the outer curb of the rideshare pick-up zone outside Terminal 4 and booked a rideshare vehicle. She then realized that her bag, which had previously been tucked under her wheelchair, was left behind. With limited mobility, the passenger flagged down Marcus A., an operations assistant with the Aviation Department, for help.
Marcus listened carefully to the description of the missing bag and without hesitation took immediate action. Thanks to his awareness, dedication, and quick response, Marcus successfully located the bag and personally returned it to the grateful passenger at the curbside.
The passenger expressed sincere appreciation for Marcus’s compassion and professionalism, and she emphasized how much it meant to her that someone cared enough to take the time to help.
Marcus exemplifies the gold standard of customer service and reinforces Phoenix Sky Harbor International Airport’s mission to be America’s Friendliest Airport®. His actions not only recovered the passenger’s luggage but also ensured she left our airport with a lasting positive impression, and he was been recognized by our Phoenix Sky Harbor 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!