To Whom It May Concern:
I have to write to tell you about the positive experience I had with NYC Airporter today. First I’d like to say that it is clear that the customer experience is very important to NYC Airporter. I had a positive experience with everyone I met (to and from my destination in New York).
But I want to specifically express my gratitude and awe regarding the skill and service provided by driver: “J. Medina.” Today I had Mr. Medina as my driver from Central Station to JFK. We left Grand Central around 1PM. Traffic was heavy! I have to say on several occasions, Mr. Medina went above and beyond normal expectations in my opinion. I can list the occasions below:
1. Mr. Medina treated all of us as though we were his ONLY customers of the day. Somehow he know where each of us needed to be dropped off. In one instance, there was an elderly gentleman who did not understand where he should depart the bus. Mr. Medina was sure there was another passenger who should have departed at terminal 7 or 8. He made a final announcement, and just before he was about to pull off, he exclaimed, “I know whose stop this is!” He motioned to the elderly gentleman and proclaimed, “Caribbean Air! This is YOUR stop!” I’m telling you, the gentleman was so happy to be handled with such care!
2. Traffic was terrible this afternoon. Mr. Medina made a quick and beneficial decision to use the “back-roads” instead of the highway. Before doing this, Mr. Medina took the time to point out the heavy traffic while explaining his decision. It was absolutely the right decision. He told us we’d be on the back roads for only about 10 minutes. He was right! We got to JFK in no time! 2. On a terminal stop at the airport, there was an irate customer who was concerned that the NYC buses were taking too long to pick him up (traffic was really, really bad). The customer was shouting at the NYC rep. Mr. Medina witnessed this “confrontation” and came to the aid of his teammate. From the window we could see Mr. Medina try to calm the customer on behalf of his teammate. Knowing that he still had customers on his own bus to drop off, Mr. Medina did not take too long. In one fell swoop, he diffused the situation, provided an example for his teammate while showing compassion and teamwork at its finest! It seemed as if this took less than 2 seconds! We on the bus did not skip one beat!
3. Mr. Medina made sure to greet each and every one of us as we entered the bus and as we left.
I hope the leaders at NYC Airporter are aware of the great work ethic of J. Medina. If this is how he shows up to work everyday, he is the kind of employee ANYONE would love to have. I hope those who need to know, know how to nurture the potential we all witnessed in this young man. I’m sure his tip total (which he does not expect) is higher than most – just due to his service!
J. Medina is a keeper! He made my day today!