NEWS

December 2007
BEHIND THE SCENES
WITH PROSPECT SERVICES
By Kathy Brennan, ORD Flight Service Manager
By Kelly Vrajitoru
ChicAAgo News
Volume 2 Issue 2

The green vested workers scurry about to accomplish their tasks since time is running out. No, it's not the elves from Santa's workshop, but the small army of men and women who make up Prospect Airport Services. Young adults, primarily from Eastern Europe, have discovered they can build a life in the United States - and American Airlines and Prospect provide that opportunity. This hard working group facilitates the mobilization of our in¬firm, elderly and unaccompanied minors to and from arriving and departing flights. For passengers who have completed their travels in Chicago, they are a crucial link to baggage claim and family, friends or hotel transportation.

On any given day, between 4:00 a.m. and the last arriving flight, Prospect employees assist 600-900 passengers with a staff of 56 people.

The holiday season is upon us and Prospect is here to support the ORD sta¬tion in our customer service endeavor. During this time of year, the staff is increases to a staff of approximately 70, and the number of passengers need¬ing assistance also rises - often to 1200 passengers or more.

Not unlike flight plans for a cockpit crew, a manual for Flight Attendants, or a mechanic's tool kit, the PDA's and wheelchairs are the tools of the trade. Dispatchers monitor the flights and gates and send updated information every 10 minutes to the PDAs. Each Prospect porter keys in the flight they will meet and subsequently takes the passenger to the next location. When that location is baggage claim, the porter is usually out of the manning mix for 45 minutes to an hour. This further reduces their manpower but gets the job done. AA customer Mary Haubner, traveling from Cedar Rapids to Ft. Meyers on October 16, 2007, exclaimed how impressed she was that the Prospect employee assisting her knew her name and where she needed to go. "Svetlana was wonderful and very caring," Haubner said.

Adding to the complements, Dolores Garza, traveling from Toronto to San Antonio said "I've traveled other airlines but the service through American has me very satisfied," in response to the service provided by Prospect employee Ivelina.

"It was truly outstanding – the young David Covert that helped me was a credit to himself and NWA…"
DJ Quirk Black Eagle, MT

"Chris was very kind. I could tell he enjoys his job very much. Keep up the good work!”
T. Kostich Fenton, MI

“Very professional and pleasant. Service was excellent”
E. Erb Toledo, OH

“I have never had to use a wheelchair before, but the young man was very kind and courteous. Without this I couldn’t have reached my destination.”
B. Winters Wilmore, KY

“Incredibly compassionate, courteous and professional…”
D. Sudrovech Beaufort, SC