Making Every Moment Matter: Lusiana Withington

Traveling can be a daunting experience for some customers, but at SP+ (SP Plus) , Making Every Moment Matter for a World on the Go means making the customer journey easier by upholding our Core Values in everything we do.?

Lusiana Withington, a Wheelchair Passenger Assistant at Portland International Airport ( Port of Portland ) with Bags Inc. , was recently awarded a PDX People Customer Service Award for doing just that.?

For Lusiana, upholding our Core Values means guiding and supporting weary travelers through their journey from gate to exit, telling them what she's going to do for them, and always doing the right thing. In the case of one exhausted passenger, Lusiana's efforts made for a memorable experience.?

"She not only stayed with me during my entire journey from gate to luggage claim to taxi pickup, but she was also incredibly encouraging and emotionally supportive. We ended up waiting for the reserved car service for nearly 45 minutes. Lusiana never left my side, even though it was freezing cold. She engaged me in conversation to keep me from thinking about how miserable I was feeling and was so cheerful and gracious. I couldn't believe her kindness and patience," said the passenger.?

For Lusiana, her caring approach and cheerful disposition aren’t just another part of the job, but? also a big part of who she is. To Lusiana, meeting new people brings new experiences and knowledge, so she ensures she's there for her passengers when they need her most, whether as a guide or a shoulder to lean on.?

"Because when you travel, sometimes you don't know anything (about the airport). So you want someone to help you, to be there for you, and I want to be there to help them. If I can help you, I feel good. I know how it feels being lost, so I don't want you to feel the same," she says.?

Helping stressed travelers can be a complex task. Still, Lusiana's approach shows that complex problems sometimes require simple solutions.?

Lusiana has shown integrity in her interactions with passengers, ingenuity in her approach to creating a memorable customer experience, and diversity in using her perspective to help make every moment matter for a world on the go. Thank you, Lusiana, for making SP+ proud!?