16:15 PM

April 2022 Employees of the Month: Airline agents help couple with seven bags make their flight

If two Envoy baggage agents hadn’t come to his rescue, David Carver doesn’t think he would have made it to his flight on time on March 10. He, his wife, and their seven pieces of baggage were dropped off curbside with little time to spare, and they still needed to stop at the on-site COVID-19 testing site, check-in for their flight, and make it to their departure gate. On top of everything else, Carver’s wife had mobility challenges and needed a wheelchair.

Envoy baggage attendant Nicson Exume saw Carver’s desperation, immediately got a wheelchair for his wife, and found a large luggage trolley for his bags. Exume then assisted the Carvers all the way to the testing center, the check-in area, and finally to Envoy’s special assistance area.

He is a testament to what customer service should be. He realized that we needed help and guidance, and rather than say ‘well it’s not my role’ and turning his back, he very much stepped forward and gave us his help.

said Carver in an email to MIA’s Customer Service Division after he had arrived at his destination.

Carver also praised the efforts of Envoy Baggage Agent Joyvleen Far, who escorted them from Envoy’s special assistance area through the TSA security checkpoint to the American Airlines Flagship Lounge, where they stayed until departing on their flight on time.

Hopefully you will be able to identify these two amazing individuals. If the rest of the staff at MIA are as helpful, then you run an amazing airport with great customer service. Many thanks to you and all your staff.

said Carver, who only knew Exume and Far’s first names when he wrote his commendation email.

Because of their exceptional customer service, Exume and Far were named MIA’s April 2022 Employees of the Month.