THE CUSTOMER’S VIEWPOINT
Mr. Cameron Halmat
Photo Credit: J. David Buerk
DCA
up the jet bridge and out to Alan in
the Terminal. Lt. Colonel Carattini was
grateful and ecstatic.
Have you ever forgotten something
on an airplane and realized it when
you thought it was too late? Well, that
happened to Lt. Colonel Carattini.
the walkways from the Metrorail station
and parking garages. Once complete, the
expanded checkpoints will expedite the
screening process and create a more open
environment throughout the main terminal
and the concourses.
Set to begin construction in summer 2017,
Project Journey will occur in two overlapping
phases. The new security checkpoints are
expected to open in 2020. The 14-gate
commuter concourse is scheduled for
completion in 2021.
The changes that the airport will undergo
over the next several years will ease
overcrowding and congestion, while
transforming the passenger experience to
one that is more enjoyable and engaging.
For more information about Project Journey
visit flyreagan.com/projectjourney.
Teamwork really does get the job done!
On February 7, 2017, airport volunteer
Alan Davis was approached by Lt.
Colonel Carattini at Info C for help in
retrieving his wallet from the American
Airlines flight he had just deplaned. The
passenger ran up to the desk knowing
time was of the essence to get his wallet
from the seat back pocket. Flights at
Reagan National do not stay for very
long. Alan grabbed the man’s boarding
pass and immediately ran to Gate 25.
Travelers Aid Staff was also at the desk
that evening and watched with the
passenger in dismay as the AA airplane
pushed back from the gate. Lt. Colonel
Carattini thought all hope was lost. Then,
Alan was seen in National Hall waving the
wallet and flashing the “V” for Victory
sign. Alan told us the unbelievable details
of his adventure.
When he arrived at Gate 25, AA #576
to Dallas-Ft Worth (DFW) was indeed
pushing back from the gate. Alan spoke
to the American Airlines manager at
the gate, Jeffrey Fontenot, who then
called Ramp Manager, Dwayne Strong
Jr. Dwayne then called the flight crew
to inform them of the situation. Brenda
Von Bergen, flight attendant, retrieved
the wallet from the seat back pocket
and provided it to the cockpit. Captain
Madden and First Officer Olenicak
opened the side cockpit window and
tossed the wallet down to AA ramp
crew. Dwayne Strong retrieved the
wallet from the ground and provided
it to Jeffrey Fontenot who took it back
IAD
Services provided by Mr. Cameron
Halmat at IAD went way beyond
excellence.
My 86 year old mother was flying from
Orlando to Dulles just hours after being
released from the hospital. To say the
least, it was a stressful experience.
It was imperative my mom got to my
home in Fairfax as she could no longer
live alone in Florida.
It was because of the exceptional service
provided by Cameron that my stress level
was reduced and we were able to get my
mom in the car safely.
Cameron not only called me twice
from the gate to coordinate with me,
he also helped me get her luggage. In
addition, he waited with her inside the
United Door 6 while I went outside to
flag down the car. It was 16 degrees
outside and we kept my elderly mom as
warm as possible. He then wheeled her
to the curb for us to help her into the
car. All the way, he was sympathetic,
understanding and guided me through
the process to reduce my stress. I believe
he was especially sympathetic as his own
mother is 98 years old.
Please expresses my sincere appreciation
for the “beyond the call” service by
Cameron. He did a wonderful job for us.
Tell us your story about great a customer
experience by visiting our airport
websites and click the “Contact Us” link.
SUMMER 2017 17 FLYWASHINGTON.COM