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Congratulations to two of our quarterly winners, Harley and Nicole!

This evening Erykah in IOC received a call from Nathan, a Vietnamese caller. Due to a language barrier, Erykah reached out to Nicole Trinh, from the IOC, for help. Nicole realized during the conversation with Nathan, that the Vietnamese caller, is a family member of a 16-year-old passenger, Oanh Thach, who had arrived at DFW from Vietnam this afternoon and was making a connecting flight to Florida. Unfortunately, this young passenger left her passport in Customs. Nicole reached out to Harley Wood, an Airport Customer Experience Specialist, for assistance. Harley was able to retrieve the passport from Customs and brought it to the departing gate in Terminal C, however, the flight to Florida had already departed. Since the passenger was unable to get her passport before leaving to Florida, Nicole decided to go to the terminal to retrieve the passport from Harley instead of turning the passport in to the Lost and Found. Nicole decided to mail the passport to the passenger at her own expense and personal time, in order to avoid any delays and/or hiccups for the passenger. These two ladies demonstrated how things can be done through teamwork and communications to go above and beyond for the customer!

Harley and Nicole group photos

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