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Airport Authority Honors Pittsburgh-Based Southwest Employee Ed Gesselman For Outstanding Customer Service


PITTSBURGH, PA (March 10, 2014) – The Allegheny County Airport Authority recently recognized Southwest Airlines employee Ed Gesselman with its quarterly customer service award. Ed, who is a Customer Service Agent for Southwest Airlines at Pittsburgh International Airport, made sure a passenger’s lost wallet was found and returned to the customer. In a letter to Southwest Airlines commending Ed for his work, the customer said he was “fortunate to encounter a young man who far exceeded expectations in helping me locate the wallet.”

The Airport Authority’s customer service program is known as N.I.C.E. (Neutralizing Irritations Customers Experience). For his efforts, Ed received $50 in AIRMALL gift certificates. N.I.C.E. is a customer service recognition program that rewards employees for being responsive to customers’ needs, solving problems and showing leadership. More than 360 stories about Pittsburgh International Airport employees who solve problems and assist customers are posted at

Here is the customer’s account of his experience with Ed: “I was en route to Pittsburgh International Airport with a change in Atlanta. When I landed at PIT, I realized I lost my wallet on one of the two legs of the flight, but didn't know which one. I went to baggage service and was fortunate to encounter a young man who far exceeded expectations in helping me locate the wallet. He tracked the plane to its next stop in Chicago and called the gate at PIT, called Atlanta and even Chicago. He made all the arrangements to ensure the wallet got to me, making calls on my behalf. I am not easily impressed and expect some help from personnel but Edwin G. is an outstanding employee. In the trenches he embodies some of the image that Southwest wants to convey. He deserves kudos for going out of his way. This is the kind of fellow you want populating your airline staff. Attitude, friendliness, efficiency, and competence are traits he embodies. Way beyond necessary! Clone him for heaven sake!”

If you have experienced excellent customer service at Pittsburgh International Airport and wish to have the employee acknowledged, please contact

Pittsburgh International Airport and Allegheny County Airport are operated by the Allegheny County Airport Authority. The airports are entirely funded by user fees; no local tax dollars are used for capital improvements or day-to-day operations.

Mar 09, 2014 Categories: News Room