US. In this new series to close out 2020, we put the focus on the heroes and heroines who stood up as a global pandemic raged and ensured that travel retail store and restaurant environments were safe and hygienic, that shelves were stocked and that customers – though few in number – could still enjoy a memorable shopping experience, even in constrained conditions.
With the assistance and input of our partners at airport companies, airlines, travel retailers, brands, airport promotion agencies and others, we present the stories of some of those individuals and teams who ensured that a pulse still beat through travel retail this year. As reported in The Moodie Davitt eZine, we salute these front line workers as our People of the Year, with our online coverage building on the pictorial in our year-end edition.
Here’s one of the favourite stories we received for our Stars of 2020 series, featuring compassionate Paradies Lagardère employee Crystal Channel. This heroine went above and beyond the call of duty at Portland International Airport to rescue a distraught passenger’s day.
Paradies Lagardère has long been known for exemplary customer service and never has this been better exemplified than by its Zone Manager for retail operations at Portland International Airport, Crystal Channel.
Just before the Thanksgiving holiday this year Crystal was working in the travel retailer’s Portland Airport pre-security store, The Oregon Market, when she noticed a passenger standing just outside the store alone and crying. Concerned, Crystal approached her to make sure she was ok.
The woman explained that her daughter had just dropped her off to catch a flight and had just realised she left her handbag in her daughter’s car. Without her cell phone, wallet, plane ticket – everything – her panic was visible. Crystal assured her that everything would be ok and offered her something to drink and eat to help calm her.
Crystal then offered to call the distraught passenger’s daughter for her, but the woman didn’t know the daughter’s new number by heart. Ever resourceful, Crystal asked her for her daughter’s name for Facebook search, but she couldn’t find her. Crystal then remembered the passenger mentioned having a son as well and asked for his name. This time they were successful and through the son they were able to get in touch with the passenger’s daughter.
Crystal continued to reassure the passenger that everything would be ok and she’d make her flight, but if she had trouble reconnecting with her family she’d drive her home personally. Fortunately for the passenger she successfully met up with her daughter and made her flight on time!
When the passenger returned from her trip, she stopped by The Oregon Market to see Crystal and thank her for her kindness that day. She presented Crystal with ‘The Red Plate’ – a tradition among American families that praises a job well done and simply says, “you are special today”.
Paradies Lagardère said it was proud of the way Crystal saw a passenger in need and rose to the occasion, helping her through and keeping her calm. We’re told Crystal lives and breathes customer service excellence, which goes well beyond the boundaries of the travel retailer’s airport stores and restaurants and she fully deserves her moment in the spotlight.
Watch out for more stories this week in which we recognise the front line workers of the aviation and travel retail sectors.
