Attachment_C_-_The_Customer_Service_Compass_Official_Manual.pdf

The Customer Service Compass Official Manual of the Phoenix Sky Harbor International

Airport Customer Service Team

Welcome

About Phoenix Sky Harbor History City of Phoenix Aviation Department Mission and Vision

The Phoenix Sky Harbor Customer Service Team Partners

Customers

Our Investment in You Tools

Airport Security Airport Security Badge Issuance When & Where Proper & Prohibited Use Renewal Return

Emergency Response

Tips for Success Appearance Providing Excellent Customer Service Assisting International Visitors Assisting Visitors with Disabilities Assisting Families Transportation Wheelchairs and Passenger Assistance Ensuring Quality Service Receiving Feedback Prohibited Behaviors

CONTENTS

1 1

1 2

1 3

1 4 1 5 1 6

1 9

2 0 2 6 2 7 2 9 3 0

3 1

3 3 i

Navigator Volunteer Program History Mission About Goals

What it Takes Training Briefings Evaluation Liability Coverage Parking Recognition

Navigator Volunteer Essentials Service Shifts Other Volunteer Opportunities Shift Protocol Attendance Temporary and Extended Absence Discontinuing Service Uniforms

Thank You

Resources Acronyms Phone Numbers and Contact Information

3 7

3 8

3 9 4 2 4 2 4 3

4 5

4 6

4 8

5 2 5 3 5 4 5 5

5 7

5 8

5 9 ii

Phoenix Sky Harbor International Airport (PHX) is one of the busiest airports in the nation. During normal operations, more than 1,200 aircraft arrive and depart daily on three runways, and more than 120,000 people use Phoenix Sky Harbor.

HISTORY

In 1928, a company called Scenic Airways, Inc.

established the first airport in Phoenix. Scenic’s General Manager, J. Parker Van Zandt, purchased the land, made improvements and named the new airport Sky Harbor.

The 1929 stock market crash motivated Scenic Airways to place the Airport for sale. It was purchased by Acme Investment Company, but by 1935, Acme sold it to the City of Phoenix for $100,000.

WELCOME

ABOUT PHOENIX SKY HARBOR

Welcome to Phoenix Sky Harbor International Airport’s customer service team; we are America’s Friendliest Airport® largely because of our volunteers and staff. You are joining a truly elite program that sets the standard in the aviation industry. We’re confident that you’ll find your experience at Sky Harbor exciting and meaningful. This manual will provide helpful information as you prepare to serve customers and is designed to acquaint you with the operation, procedures, and expectations of Sky Harbor Airport. This manual is not a legal document and the information contained herein may change at the sole discretion of the City of Phoenix Aviation Department management.

At the time, Sky Harbor Airport was so isolated from downtown Phoenix that residents nicknamed it “The Farm.” Today, Phoenix Sky Harbor is conveniently located in the heart of Phoenix and is a major economic engine for the state of Arizona.

Today, there are two terminals: Terminals 3 and 4.

Terminal 1 was the first “modern” terminal and was completed in 1952 but was demolished in 1991 when Terminal 4 opened and began handling 85% of Airport traffic. Terminal 2 was completed in 1962 at a cost of $2.7 million and closed in February 2020. The terminals were not renamed after the demolition of Terminal 1.

Raising the level of service, a consolidated Rental Car Center (RCC) opened in 2006, just west of Sky Harbor.

To streamline transportation and minimize impact to the environment, in 2013, the PHX Sky Train® began transporting customers. In 2017, Phoenix City Council voted to name Terminal 3 the John S. McCain III Terminal 3, which was in the process of an extensive modernization.

When construction finished in 2020, it allowed the aging Terminal 2 facility to permanently close.

Phoenix Sky Harbor is owned by the City of Phoenix and operated by the Phoenix Aviation Department. The Airport is self-sustaining and operates using the revenues it generates -- it does not use local tax dollars.

CITY OF PHOENIX

AVIATION DEPARTMENT’S

MISSION, VISION & VALUES

THE PHOENIX SKY HARBOR

CUSTOMER SERVICE TEAM

The Navigator Volunteer Program is made up of a dedicated group of volunteers, Customer Service Navigators, Navigator Buddies, Navigator Chaplains and Teen Navigators. Guest Service Representatives (GSRs) are contracted employees who assist the Aviation Department in many ways. GSRs staff information counters, help customers in Federal Inspections Services, provide reception coverage at the Aviation Headquarters building, and stock brochures at information counters.

Their primary goal is to assist customers and work closely with Navigator volunteers. The front line Customer Service team is made up of both Navigators and GSRs, and operations for these groups take place from four offices: The Terminal 4 Navigator office, the Terminal 4 GSR office, the Terminal 4 Compassion Corner office, and a shared office in Terminal 3. Each volunteer and GSR is a critical part of the entire Phoenix Sky Harbor Customer Service team.

The Federal Aviation Administration (FAA) maintains the Air Traffic Control Tower and Terminal Radar Approach Control facility at Phoenix Sky Harbor International Airport. More than 100 FAA air traffic controllers and staff operate from the tower, which is located on the east side of Terminal 3.

The Federal Bureau of Investigation (FBI) provides leadership and criminal justice services to federal, state and municipal partners, and works in conjunction with U.S. Customs and Border Protection and the National Transportation Safety Board.

The Transportation Security Administration (TSA) is responsible for securing the nation’s transportation systems. At Phoenix Sky Harbor, TSA screens all commercial airline passengers and baggage, sometimes uses K9s to assist, and is the authority for all security checkpoints. Customer Service staff and volunteers should never interact with a TSA K9.

TSA Pre-Check is a TSA program, but the enrollment center is managed by a third-party tenant and is located in Terminal 4, on level 2 by door 22.

FEDERAL GOVERNMENT

AGENCY PARTNERS

MANY PARTNERS.

ONE AIRPORT EXPERIENCE.

The Customer Service team interacts with many partners throughout each step of a customer’s experience.

Partners are employed by local, regional or federal government agencies, the Phoenix Aviation Department, the individual airlines and their service providers, and businesses that operate at Sky Harbor such as shops and restaurants; yet all work together to provide a world-class airport experience that appears seamless to the customer.

U.S. Dept. of Homeland Security/Customs and Border Protection (CBP) is responsible for monitoring the entry of people and goods into the United States. All passengers arriving on international flights must complete Customs and Border Protection entry procedures. The international arrival hall is in Terminal 4. CBP has a Global Entry Enrollment Center at Sky Harbor Airport.

The Aviation Public Relations Division (PR) is responsible for Airport communications and community outreach, including media, social media, the website, customer service, government relations, events, tours, and the Phoenix Airport Museum.

CITY OF PHOENIX

AVIATION DEPARTMENT

PARTNERS

Aviation Compassion Corner is a multi-faceted space for both customers and Airport employees and encompasses three primary components: The Chapel, the Compassion Corner Office and the Sensory Room are located adjacent to elevator B on Level 3 of Terminal 4. The physical space of the Chapel is easily accessible for people of all faiths to worship, reflect, or pray independently. The Compassion Corner Office is a private space that is used to help manage distressed passenger situations, unique passenger matters, and assistance for special-needs customers that need to be moved out of the public view.

Private discussions between Navigator Chaplains and customers will also take place from this office. The third key component to the Compassion Corner is the Sensory Room. This is a tranquil and quiet space designed to serve travelers with special needs who need a sensory break from the airport environment.

Aviation Customer Service is a section within the Public Relations Division. The Customer Service Manager and team oversee contract employees who serve as Navigator Coordinators and Guest Service Representatives (GSRs).

Customer Service team members interact and work closely with all airport stakeholders and partners. The team creates and manages special projects for the benefit of the customer experience, receives customer feedback, advocates for change based on observations and feedback, and measures results.

• Navigator Program Coordinators are contract employees responsible for the day-to-day operation of the Navigator Volunteer Program and the Compassion Corner. Coordinators provide in-office support to Navigator volunteers on shift and within the terminals.

• Navigator Program Volunteers are members of the community who donate their time in the service of the Aviation Department and customers at Phoenix Sky Harbor International Airport. They may be referred to as “volunteers,” “Navigators,” or by the specific area of the Navigator Program under which they fall:

Customer Service Navigators, Navigator Buddies, Navigator Chaplains and Teen Navigators.

• Guest Service Representatives (GSR) are contract employees who work at each information counter and assist customers in the Federal Inspections Services (FIS). GSRs who serve in the information counters work cooperatively with Navigators to achieve the best customer service possible. GSRs also manage the brochure program and provide reception coverage at the Aviation Headquarters building.

Aviation Facilities and Services is comprised of Building, Grounds and Systems Maintenance. Volunteers interact most often with Building Maintenance, which fulfills Work Orders, and contract employees who clean and maintain Airport buildings and facilities.

Aviation Fire Department is a division of the Phoenix Fire Department and provides emergency response for customers who become ill or injured at Sky Harbor.

There is a fire station on-site to assist with any airfield emergencies.

Aviation Ground Transportation (GT) Section is responsible for the Commercial GT Permitting Program, the Lost and Found Program and operational management of GT contracts such as Ride Share/ Transportation Network Community (TNC), Taxicab Services, Time-Scheduled Van Service, Airport Busing Services, PHX Sky Train® Operations and Maintenance, Taxi Dispatching Services, and the Airport Secret Shopper Program. In addition, the Ground Transportation Office issues driver identification placards to approximately 3,500 drivers who conduct commercial GT services from Phoenix Sky Harbor International Airport.

Aviation Operations Division (Ops) is a large division whose purpose is to ensure seamless operation of the Airport. Volunteers interact most with Terminal Operations, which monitors terminal areas, responds to emergencies, and assists with airline and checkpoint queue management. At the direction of the Operations staff, Customer Service staff may be asked to assist with passenger queue lines. Landside Operations provides customer service to the traveling public by providing safe accessible curb side and terminal areas. Landside is also responsible for processing solicitation applications and permits and event coordination such as movie shoots, VIP escorts, and special events. Airside Operations develops and maintains a safe and secure airfield environment.

Aviation Police Bureau is a division of the Phoenix Police Department. Customer Service staff assist by serving as additional security “eyes and ears,” and reporting emergencies, unattended luggage, and lost children.

Police officers assigned to Sky Harbor also utilize K9s in their service. Customer Service staff and volunteers should never interact with a Phoenix PD K9.

Aviation Public Safety & Security Division provides strategic direction for the day-to-day management of the Airport’s Security Program, including Badging, the Airport Command Center, Emergency Preparedness, Regulatory Compliance, and Safety. A key component of the Airport Command Center, along with the 24/7 dispatching of airport police, fire, maintenance and operations, is the Airport Duty Manager program. The on-duty Airport Duty Manager has situational awareness of all activities going on at Sky Harbor and initiates/activates emergency plans.

USO Arizona (United Service Organization) is a non-profit organization whose mission is to provide a place for active military and their families to rest during travel. Service members who are not traveling and those without official USO business are not permitted in the USO, including Navigators and GSRs. The USO is located in Terminal 4, on the east end of level 2 near elevator B.

AIRPORT BUSINESS PARTNERS

The City of Phoenix owns and Operates Phoenix Sky Harbor, and businesses within the Airport are considered tenants.

Airlines manage their own ticket counters, gates and boarding areas. Airlines also contract with passenger assistance companies, which provide a variety of services to customers, including luggage and wheelchair assistance, electric cart service, and more. Some smaller airlines at PHX utilize contract staff to operate ticket counters and the boarding process.

Concessionaires include food and beverage, retail, and other service providers.

CUSTOMERS

Customers who travel through Phoenix Sky Harbor are diverse and represent countries from around the world.

Travelers fly for many reasons: business, military service, vacation, and much more. Families or individuals also may be traveling to adopt a child from another country, to seek medical care, or to attend funerals. Some customers are frequent flyers, while others may be experiencing an airport for the first time. Customers also include those who are saying goodbye to loved ones or anxiously waiting for flights to arrive; your friendly presence may help improve a sad or challenging situation. Airport

TOOLS

To help you assist PHX customers, the program provides printed materials, such as an Airport guide, maps and technology, including computers, internal websites, cell phones, and interactive directories. Desktop and PHX cell phones at information counters offer customers the ability to make quick, local and long-distance phone calls, including Canada. A dedicated group of Navigator Coordinators and GSR supervisors are on site to support the team as they serve customers.

All Navigator Buddies pet therapy volunteers receive trading cards containing program information. These can be given to customers while visiting in the Airport.

New Buddies cards are ordered every six months. Upon completing three months of service, volunteers are eligible to receive personalized trading cards containing the dog’s image, fun facts about the dog, and program information. Only PHX-provided trading cards are permitted to be distributed while on duty.

OUR INVESTMENT IN YOU

AIRPORT SECURITY

BADGE ISSUANCE

All GSRs and volunteers, except Teen Navigators, will be issued a SIDA (Security Identification Display Area) Airport security badge. When applying for an Airport security badge, you will be required to clear a background check, complete fingerprinting at the Security Badging Office, and provide multiple forms of personal identification required by Federal regulations. The time required to complete the background check varies on a case-by-case basis.

To be issued an Airport security badge, you must complete the security badge training. After initial training is complete, and fingerprints have cleared security screening, you will be issued an Airport security badge.

The initial, temporary white badge will identify you as being in the Airport’s badging process. It allows you to begin training and be escorted, but does not allow unescorted access to any secured areas. The permanent Airport security badge allows unescorted access to areas past the security checkpoint in both terminals and in the International Walkway when on duty for your position. The time to receive the permanent badge varies on a case-by-case basis.

WHEN & WHERE

The Airport security badge must always be worn on the outer most garment and above the waist when you are on duty, whether in a public area or past the security checkpoint. Do not use your Airport security badge when you are not on duty.

The only secure doors for which volunteers and GSRs have security badge access are those at the International Walkway exit. Do not access the International Walkway

AIRPORT SECURITY

and Recheck area unless you are assigned to serve there during your shift. Do not attempt to access any other secure doors, elevators or areas using your Airport security badge - an alarm may sound.

Airport security badges may be worn only when on duty for the Airport organization that issued your badge.

Customer Service Navigators, Navigator Buddies, Navigator Chaplains and GSRs at Phoenix Sky Harbor who work or volunteer for another Airport entity are not allowed to wear their Navigator Volunteer Program or GSR Airport security badge when serving in other capacities.

Using your Airport security badge for purposes other than which it was intended may result in revocation of the badge and discontinuation of your position. You may not use your Airport security badge to access the sterile area when you are traveling or to visit a friend or family member who is at the Airport. However, volunteers can be assigned to serve an additional shift in that area and should make the request with a Navigator Coordinator.

Your Airport security badge is valid at Phoenix Sky Harbor International Airport only and should not be used as an official form of government ID.

PROPER AND PROHIBITED USE

The Operations and Public Safety and Security Divisions or their representatives are authorized to conduct inspections and enforce violations of the Airport security badge rules and regulations. All violators are subject to citation and/or a Notice of Violation (NOV). If a NOV is issued, the volunteer or GSR will be required to attend a hearing, where the Hearing Officer will determine if the privilege of the Airport security badge will be suspended or revoked. Navigators will be accompanied by an Aviation Customer Service staff member to NOV meetings, and

GSR and Navigator Coordinators will be accompanied by a representative from their employment company.

Be mindful when accessing the security checkpoint.

Attempting to bring a prohibited item through the checkpoint may result in a NOV or civil action by TSA.

Airport security badges may not be defaced. You may not apply stickers to, punch holes in or write on the badge. You may never photocopy and attempt to use a photocopy version of your Airport security badge.

Navigator volunteers who have difficulty remembering their PIN should see a Navigator Coordinator for assistance and GSRs should see a GSR supervisor.

You must always maintain personal control of your badge and cannot let anyone else use it for any length of time for any reason. If your badge is damaged or lost, report it immediately to your supervisor. Navigator volunteers should report the lost badge to a Navigator Coordinator and GSRs must report it to a GSR supervisor. Failure to immediately report could result in a NOV. A charge to replace the lost badge may apply.

RENEWAL

All Airport security badges must be renewed before they expire, which is the date printed on your badge. You will be notified at least 30 days in advance of your security badge expiration date, at which point you will receive instructions on making a badging renewal appointment.

This appointment is required prior to going to the badging office to complete the renewal process. Two forms of approved identification must be presented to complete the renewal process. It is important to note Badging Office hours: *Monday – Friday, 7 a.m. – 5 p.m.;

closed weekends and City of Phoenix holidays.

*hours subject to change

RETURN

If you are resigning from the Navigator Volunteer Program or are planning to take an extended leave of 30 days or more, return your Airport security badge to the Navigator office immediately after your last shift. There are no exceptions to this policy. After your extended leave, the security badge will be returned to you. GSRs should speak with a GSR supervisor about any planned extended leave.

EMERGENCY RESPONSE

When an emergency happens in the terminals at Sky Harbor, do not dial 911 because this goes to the City of Phoenix emergency center and will delay Airport response. Sky Harbor has its own emergency response and those teams are dispatched from the Aviation Command Center. The Airport emergency number is 602-273-3311. This is listed as “Airport Emergency” in the PHX cell phone contacts and on the back of your airport security badge.

If you hear audible alarms in the terminal, reassure customers the alarm may be a test or may have been set off by a construction or maintenance project. Contact a Navigator Coordinator or GSR supervisor for more information. If an actual emergency occurs, Aviation Department staff and overhead announcements provide direction. Information may also appear on flight monitors.

In actual emergencies, an Airport emergency response team, including Police, Fire and Operations, will respond.

Depending on the situation, these staff may ask for assistance or to evacuate the building. Your safety is our number one priority. In any evacuation, do not remain in the terminal to assist customers, rather, encourage customers to follow you as you exit the terminal or move to the designated evacuation area. Do not initiate any emergency action on your own as it could interfere with

If you encounter a person who seems disoriented or needs medical assistance, immediately call Emergency from a PHX cell phone or dial 602-273-3311 from any phone. Once Emergency staff has been notified, stay with or near the person until medical personnel arrive and call the Navigator Coordinator or GSR supervisor to report the situation.

If you see a person exhibiting suspicious behavior, call Emergency from a PHX cell phone or information counter desk phone or dial 602-273-3311 from any phone. Do not attempt to initiate any action on your own; you are a valuable security observer, not a law enforcement official! Once the incident has been reported by calling Emergency, notify a Navigator Coordinator or GSR supervisor.

If you see an unattended bag, ask those in the surrounding area if it belongs to anyone present. If the bag is unclaimed, call Emergency. Do not touch or handle the unattended bag.

Should a customer become verbally or physically abusive, or if a situation is escalating and you fear they might, leave the area immediately and call Emergency or the Navigator or GSR office, depending on the situation.

Covert emergency buttons are located at each PHX Information Counter as well as the Navigator and GSR offices, the Compassion Corner office and COB reception desk. These red emergency buttons should only be activated in a situation where there is an immediate danger to yourself or another person and Police are needed. These buttons immediately summon Police.

This button should never be used to report a medical emergency, which delays medical response and can be detrimental to the safety of the person who needs medical attention.

To report a medical emergency, call Emergency from a PHX cell phone or information counter desktop phone or dial 602-273-3311 from any phone. Automated External Defibrillator’s (AED’s) and Stop the Bleed kits, which are meant for life threatening bleeding situations only, are available throughout the Airport and should be used only in appropriate situations if emergency response is delayed, and if you feel comfortable deploying those tools.

If you witness customers whose actions may be a safety concern but not a serious Airport violation -- such as taking a stroller or luggage cart on an escalator or moving walkway -- politely explain the hazard to them. However, do not physically or verbally restrict them from these actions. Many volunteers and GSRs are proactive and are on the lookout for potential hazards. They approach customers before decision points and direct them to safe alternatives.

Immediately report any safety hazard (liquid spills, torn carpet, etc.) to the Work Order Center using a PHX cell phone or information counter desk phone; you may also report maintenance issues such as non-working lights, elevators, etc. Once you’ve notified the Work Order Center, notify a Navigator Coordinator or GSR supervisor.

Most of the customer service tips in this section apply to both Navigator volunteers and GSRs. When referencing to contact supervisors and offices, Navigator volunteers should reach out to Navigator Coordinators and the Navigator office. GSR’s should contact the on-duty GSR supervisor or the GSR office.

APPEARANCE

As a member of the customer service team, it is important that everyone maintain a neat appearance that is consistent with program standards. Phoenix Sky Harbor’s customers have grown accustomed to recognizing the Navigator-branded purple jackets and shirts, Navigator Buddies vests, and GSR lavender shirts throughout the airport. To maintain high standards, please adhere to these program standards in clothing and appearance.

• Wear a welcoming smile!

• An Airport security badge and name tag must be visible above the waist.

• Be neat and clean, maintaining hair styles, facial hair and hygiene.

• Uniform items should be professional, clean and without wrinkles, holes, fraying or fading.

TIPS FOR SUCCESS

• Do not wear anything that covers your eyes, such as costume glasses or sunglasses, unless for medical reasons.

• Please do not wear cologne or perfume while on duty, due to others’ allergies or sensitivities to fragrance.

PROVIDING EXCELLENT CUSTOMER

SERVICE: CONCERN, CONTAIN,

COMMIT

Almost all problems in listening can be overcome by having the right attitude. Listen to the customer as you would listen to a friend. Remember, there is no such thing as an uninteresting person, only uninterested listeners.

Be a good listener. Look alert, sit or stand up straight.

Lean forward and let your face radiate interest. Listen to understand. Do not just listen for the sake of listening;

listen to gain a real understanding of what the person is saying. Ask questions when you don’t understand, or when you need further clarification. Ask questions to show you are listening. Don’t ask questions that will embarrass or make the other person feel inferior.

Concentrate on what the other person is saying. Actively focus your attention on the words, the ideas, and the feelings related to the subject.

Make eye contact, smile often but appropriately, and be approachable with a welcoming posture. Be empathetic and understanding. Stress, frustration or unfamiliarity with our Airport may heighten a customer’s anxiety, especially when under time constraints and while waiting in lines. Put yourself in their shoes!

Observe behaviors that identify someone in need and be proactive. Initiate conversations with a friendly greeting even if the customers don’t appear to need help. Say, “Welcome to Phoenix,” to as many customers as you can.

Show customers through your demeanor and actions that we are America’s Friendliest Airport®.

Be ready for and support changes in technologies and procedures.

Maintain patience and professionalism. Do not argue, insist on the last word or interrupt.

Speak slowly and clearly to ensure customers understand you. Listen carefully to questions and ask for clarification so you can completely understand the customer’s needs.

Don’t let the complaining customer leave without showing that someone cares about them and the problem.

Speak with confidence. True professionals provide the information and answers with certainty because they know their material and that they are doing their job well.

Even if you don’t know the answer, commit to finding out.

Your confidence will put the customer at ease.

Be knowledgeable and informed. Use the briefing to receive updates and information. Navigator Volunteers are briefed by Navigator Coordinators, and GSRs receive a briefing online through the Sky Harbor Guide. Customers are relying on you to be right. If you are unsure of an answer to a question, contact a Navigator Coordinator or a GSR supervisor.

Be specific and use maps, printed materials, interactive directories and flight monitors to assist customers.

Create a positive impression:

When you are dealing with an unhappy person, you have an unparalleled opportunity to create a positive impression of yourself and PHX. This is the time to be at your very best!

Customers can make a quick, local or long-distance phone call, including to Canada, at an information counter desktop phone or from a PHX cell phone.

Restrict eating to your break time and minimize drinking beverages while serving customers. You are permitted to carry a water bottle, coffee or other beverages with a top to secure the liquid. Chewing gum or tobacco is not permitted while serving at your assigned service area.

When stationed near a staffed information counter, position yourself at least 10 to 20 feet from the counter to be a support and not an obstruction to the Guest Service Representative (GSR) or Navigator at that location. Only one person should be inside each information counter and a second customer service member assigned to this area should be helping from the outside of the counter.

When working at an information counter, you are expected to be alert and ready to assist when customers approach. Do not sleep, lean or sit on an information counter, on railings or on counters while at your assigned service area. When speaking with a GSR or Navigator at an information counter, stand toward the side so your back is not facing customers and people may easily approach.

Unless you are assigned at an information counter, move around the assigned area to assist customers, rather than stand in one spot. If leaving your assigned area for more than 10 minutes, Navigators should contact a Navigator Coordinator and GSRs should contact a GSR supervisor.

The PHX cell phone should be used to support customers.

For safety and security reasons, always keep it on and the volume loud enough to hear so that you are reachable while on duty. Check it regularly to ensure you haven’t missed a call.

Navigator volunteers and GSRs are at the airport to promote a positive experience. While on duty, please refrain from giving personal opinions or commentaries on the quality of service of individual airlines, ground transportation services, concessionaires or other tenants or services provided at the airport. These agencies are PHX partners and customers.

While you should become familiar with all the available service providers – such as restaurants, shops and transportation service providers – never recommend one service over another. Instead, ask questions to narrow down what options would best fit the customer’s needs.

If a customer wants to give you a tip, politely decline the gesture. If he or she insists, you may accept the tip but explain that the money will be donated to the USO.

Take the tip to one of the USO donation boxes near the checkpoints and report the encounter with your Navigator Coordinator or GSR supervisor. Turn in to the Navigator office and GSR office any prohibited item(s) that passengers surrender to you (such as knives or alcohol). If a customer insists on giving you alcohol they are prohibited from taking past a security checkpoint, tell him/her it will be donated to the Police Department for a DUI training program.

Immediately turn in such items to the Navigator office or GSR office or you may call a Navigator Coordinator or GSR supervisor to pick it up from you.

If customers ask you to mail prohibited items, or any items, offer the following options: they may go to an information counter for the mail back program, if applicable, return the item to their car, or bring to their airline as checked luggage.

If customers ask you to help carry luggage, or if you notice someone struggling with too much luggage, direct them to the luggage cart areas or direct to a skycap to assist.

Navigators and GSR’s are prohibited from carrying bags and pushing wheelchairs.

For customers who need vehicle assistance – related to location, mechanical or safety issues – refer them to an Assistance Call Box with a blue light on top, located in most parking lots and elevator banks on all levels in parking garages. Assistance buttons are in a recessed unit in the wall of interior elevator banks.

If customers need help locating a gate or terminal, first ask to see their boarding pass or itinerary so you can direct them to the best security checkpoint or terminal. Be aware that airline code share flights may cause confusion as to where customers need to go for connecting flights; they may be operated by a different airline, which may depart from a different terminal. Prior to giving the customer directions, verify the airline code, which is in front of the flight number. If you are not sure how to assist, contact a Navigator Coordinator, GSR supervisor or call the office.

The following Tips for Success apply only to Navigator Buddies:

• Your primary goal is to be seen and let customers come to you. Stay in common use areas.

• Always be aware of your dog’s feelings. If you need to end your shift early, please do. The safety and well-being of the dog must come first. We want to make sure this is enjoyable for you and your dog.

• Make sure you and your dog have your vests, ID badge, and name tag when volunteering. If you need to end your shift, it is OK to remove the dog’s vest so customers know not to approach.

• All dogs must always wear a collar or harness and be on leash no longer than 4 feet.

• Only one dog allowed per handler during each shift.

Volunteers with more than one therapy dog may rotate the dogs.

• Never tie up or leave your dog unattended or allow anyone else to hold the leash.

• Sky Harbor has many areas for pets to stretch their legs, drink water and take potty breaks. Give your dog an opportunity to relieve itself before entering the terminal. Animal Relief Areas are located pre and post security throughout the Airport. If there is an accident, please clean up after your dog.

• Customers often travel with animal companions, and some customers do not wish to have contact with a dog with whom they are not familiar. Do not approach any personal dogs traveling with the public. It is also important to pay close attention to the customers you approach while serving. If any display signs they do not want the dog to approach, please select a different service area. PHX is a large place and there is plenty of room to find customers who are happy to visit with you and your Buddy.

• If you observe a TSA K9 at a checkpoint, when alternative checkpoints are available, do not enter the queue. Go to another checkpoint. It is not possible to know in advance which checkpoints the TSA K9’s are screening, so look at the queue before entering.

ASSISTING INTERNATIONAL

VISITORS

Face the person with whom you are speaking and make eye contact. Speak slowly and clearly, but do not speak louder than normal.

Avoid the use of double negatives, slang, or American colloquialisms that can confuse customers not familiar with the English language.

Point to signs and use international symbols when available, but be aware that pointing with one finger may be considered rude in some cultures. It’s recommended to use two fingers, an open palm or gesture with a cell phone or airport guide when directing a passenger.

Request translation assistance from a GSR or Navigator at an information counter or use a PHX cell phone to contact our Translation Service directly. Language translation cards are available at information counters as a tool to help identify the language translation needed. You also may contact a Navigator Coordinator or GSR supervisor to inquire if a Navigator or GSR located near you also speaks the needed language.

Page requests can be made in English or Spanish by using your PHX cell phone or at information counters throughout the terminals. Names of those being paged are both announced in the terminal and displayed on monitors throughout the Airport.

ASSISTING VISITORS WITH

DISABILITIES

Accessible Communication: Video Relay Service Tablets for phone calls using sign language are available at all information counters. Hearing aid compatible, amplified and text telephones (TTY) are in both terminals; on each level and one on each concourse behind security.

Local Relay: 1-800-367-8939 TTY Aviation: 1-800-781-1010

Accessible Restrooms with Caregiver Access: Both terminals have at least one family assisted restroom with a private area to change. These restrooms are ideal for families traveling with young children or anyone who needs assistance in the restroom. Only family restrooms behind security are equipped with showers. Employees observed misusing these restrooms are in violation of Airport policy and are subject to a NOV.

Areas of Rescue Assistance: During an emergency that requires evacuation, direct anyone who is not able to use the stairs to the safest and most visible location, such as an information counter, then dial Airport Emergency from your PHX cell phone or 602-273-3311 from any phone and provide details of location and circumstances for those who need help. Your personal safety is the highest priority, and you should not remain with the person, but you can help by directing customers and calling emergency at 602-273-3311.

Assistance Animals: Direct or escort customers who have assistance animals to the Animal Relief Areas, located post-security and the ground level on the west end of Terminals 3 and 4, the East Economy parking lot and 44th Street PHX Sky Train® station. Animal Relief Areas are also post-security in both terminals: in Terminal 3 on the South and North concourses, in Terminal 4 in the D1-D8 concourse near the Family Restroom and in the B1-B14 concourse near the restrooms at Gate B2. People with service animals are advised to use elevators and not escalators or moving walkways as this could injure the animal.

Special Needs Parking: Accessible parking is available in all garages and lots; spaces are closest to the elevators and next to the shuttle stops in the East Economy Lot.

ASSISTING FAMILIES

Each terminal and the Rental Car Center has at least one family restroom with a private area to change clothing or disposable undergarments. Family restrooms are a great option for opposite-sex travel companions who may need to assist one another in the restroom. Families with young or special-needs children also find these restrooms helpful.

Nursing stations are available in the Rental Car Center as well as each terminal, and they are located both pre-and post-security. Stations may be either a room or a pod.

Each nursing room contains an electrical outlet, a sink and counter top, soap dispenser, paper towel dispenser, baby changing station and comfortable seating.

Nursing pods are gate-area stations equipped with an electrical outlet and sanitizing wipes but no sink. If you notice an employee exiting one of these amenities, do not approach him or her, but get a description of the employee and the company he or she may work for and report it to a Coordinator or GSR supervisor.

TRANSPORTATION

All Airport shuttles and the PHX Sky Train® are wheelchair accessible. If escorting a customer in a wheelchair to an Airport shuttle, please ask the driver to lower the ramp for the customer. All ground transportation providers are required to provide an option for service animals.

WHEELCHAIRS AND PASSENGER

ASSISTANCE

When support is needed, you can help the customer by using your PHX cell phone to call for airline-specific passenger assistance. This includes but is not limited to assistance for customers who are visually and/or physically challenged. Some may require a wheelchair or electric cart, and some may just need an escort from check-in to the gate. Customers can request assistance from a skycap at the curb or from airline staff at the ticket counters. Electric carts are available only in Terminal 4 and service animals are permitted to ride on the carts.

Terminal 3 offers the Play-viation Park children’s play area for travelers under the age of 12. For families who are looking for things to do during an extended layover, skyharbor.com offers an activities and education page as well as a self-guided tour page. The Airport museum gallery and exhibits are another great option for families looking to pass time.

RECEIVING FEEDBACK

Receiving feedback is important to Phoenix Sky Harbor’s customer service mission. The Aviation Customer Service team investigates and follows up on all feedback submitted by Navigators, GSR’s and customers.

For customers who ask to provide feedback on their Airport experience – whether a compliment or suggestion

– refer them to the Airport’s website, Skyharbor.com, or offer a feedback card, which are available at all information counters and in the Navigator office and provides direction on how to report feedback.

To properly address the customer’s issue, it is vitally important to note all details including: who, what, when, where and how, and avoid “why” questions, which can create defensiveness and appear argumentative. Your attempt at an explanation, if given too early, can be interpreted as argumentative. If you know where to direct the person to get a solution, do so at that time.

Listen attentively and don’t interrupt.

ENSURING QUALITY SERVICE

If a Navigator volunteer or GSR does not follow program requirements, Aviation Customer Service staff may conduct coaching sessions, suggest refresher training, and implement suspension of service. Reviews are intended to be positive and informative.

If Aviation Customer Service staff determines that refresher training is not successful, or the behavior is not corrected, the Navigator or GSR may be asked to leave their position at Phoenix Sky Harbor.

Don’t take a customer’s frustrations personally; let him/ her “vent” and then offer your assistance. The key to good customer service is practicing the three c’s, keeping calm, showing compassion and expressing commitment.

Always remember to keep calm. Even if the concern is challenging or something you know you can’t help with directly, stay calm and address it as if it is the first time you’ve heard of it. Always show compassion. Let the customer know you are here for them. Show your commitment by explaining to the customer what you are going to do – tell the appropriate person, file a report, call a supervisor, etc.

If you are unable to report an incident to your Navigator Coordinator or GSR supervisor when an issue occurs because they are assisting others, write it down or try again during your break or at the end of the shift.

Navigator volunteers or GSRs who have a concern about the program, staff, a volunteer or an Airport or airline employee, should engage in an honest and respectful conversation with the individual to resolve the issue directly and in a timely manner. If this is unsuccessful, the next step is to bring the issue to the attention of a Navigator Coordinator or GSR supervisor.

Volunteers may make their own recommendations for Airport improvements by sharing the suggestions with Navigator Coordinators. GSRs should make suggestions on the Sky Harbor Guide feedback page or with a GSR supervisor. Both Navigators and GSRs may also submit feedback on Sky Harbor’s website under the “About & Contact” section.

PROHIBITED BEHAVIOR

Customer, volunteer and employee safety and security is the top priority at Phoenix Sky Harbor. The City of Phoenix is committed to providing an environment in which all individuals are treated with respect and dignity. Every individual has the right to volunteer and work in a professional atmosphere that promotes equal employment opportunities and prohibits discriminatory practices, including harassment and retaliation. Those who engage in any of the prohibited behaviors outlined below may be asked to leave the Navigator Volunteer Program or may no longer be eligible to serve as a GSR.

Criminal or civil penalties also may apply to any violations of federal, state or city laws or Airport regulations.

Volunteers and GSRs must become familiar with the following prohibited behaviors:

• Any actions that are disrespectful, discriminatory or unprofessional towards the staff, other volunteers, employees or customers, including sexual harassment, which is prohibited by the City of Phoenix. Sexual harassment can involve deliberate or repeated comments, gestures, jokes or physical contact of a sexual nature including hugging as these can create an intimidating, hostile, or offensive environment.

Asking inappropriate or unwelcome questions and/ or making comments about another person’s sexual activities, dating, personal or intimate relationships, appearance, culture, religion, age, medical background, gender identity, and/or gender expression are also prohibited.

• Being under the influence of alcohol, marijuana, recreational drugs, or prescription medication that affects your ability to perform your duty.

• Watching anyone’s children, luggage or vehicle for any length of time.

• Unlawful use of an Airport security badge as detailed in the Airport Security Badge section.

• Damaging customer or Airport property due to negligence.

• Defacing any Airport property.

• Conducting media interviews without authorization from the Aviation Public Relations Division.

• Posting personal airport views on social media while identified as a representative of the airport.

• Volunteers and GSRs must not give the appearance that they are speaking on behalf of the City as an official City representative when posting comments on social media sites, when they are not authorized to speak on behalf of the City. This perception may be avoided by choosing to not post photos while wearing a City uniform or displaying the City logo or their badge – especially in profile photos.

• Do not upload or share photos of videos of anything from restricted areas that cannot be seen by members of the public. Do not post information you have access to because of your work with the Aviation Department without written permission from the Airport Public Relations Division.

• Attempting to carry a weapon through a TSA checkpoint will result in a NOV and possible termination from the Navigator Volunteer Program or removal from a GSR position. For the safety and comfort of customers and others, please refrain from carrying a weapon while on duty.

• Touching, opening or moving an unattended bag.

• Accepting tips or gifts of any kind, including alcohol.

If customer persists, immediately bring the item to the Navigator office and turn over to a Navigator Coordinator. GSRs should call a GSR supervisor to collect the item.

• Using personal money to assist a customer which includes mailing anything for customers outside of the Mail Back Program.

• Performing the responsibilities of City of Phoenix employees or other Airport partners. Examples include:

pushing customers in wheelchairs, assisting with luggage, changing stanchion lines, or moving a customer forward in line at a security checkpoint and any other area. Please ask for help from the appropriate service providers.

• Accessing the gate areas, International Walkway and Recheck area unless you are assigned to serve there during your shift.

• Offering Lost & Found as an option to hold a customer’s item, storing or holding items for a customer at the information counters or taking possession of a customer’s valuables.

• Do not contradict another Navigator volunteer or GSR when he/she is speaking to a passenger. If you think the information another person is giving may be incorrect, once the passenger leaves the area, discuss the issue with the Navigator or GSR and present the information you believe to be correct. If confusion persists, contact a Navigator Coordinator or GSR supervisor for help so accurate information will prevail in the future.

• Do not discuss politics while wearing your uniform.

The topic of politics can be very tempting to discuss, but these conversations can offend others and sometimes end in heated debates.

• Collecting signatures or petitioning while on duty and without a permit.

• Never escort customers to any parking area. Do not transport a customer in your personal vehicle nor should you get into a customer’s vehicle.

• You are not to distribute or pass out any materials while on duty other than those that are provided or approved by PHX. This includes but is not limited to personal dog trading cards, dog treats to other dogs in the terminals, treats or gifts for children, non-airport affiliated brochures or flyers.

• Interfering with a medical or police emergency.

• Interacting with any of the TSA, Phoenix Police, or CBP K9’s or personal dogs traveling with the public.

• Navigators or GSRs may not enter the USO even if you also serve as a USO volunteer.

• Customers are never permitted in the Navigator or GSR offices. If you are unsure how to assist a customer, call a Navigator Coordinator or GSR supervisor to help you. Former Navigator volunteers and GSRs are also not permitted in the offices. Current Navigator volunteers who are traveling may come into the office but cannot bring in other members of their travel party.

HISTORY

Phoenix Sky Harbor International Airport began the Navigator program in November 2000 with the first class of 20 volunteers. Today, there are more than 450 volunteers serving under the Navigator Volunteer Program umbrella in both terminals, which include Customer Service Navigators, Navigator Buddies, Navigator Chaplains and Teen Navigators.