Extra Mile Award
On 12 February 2019, a Brazilian passenger travelling to Lisbon via London lost her passport, after staying in London for a few days. Her circumstances were compounded by the passenger having acute dementia, .
As the lady did not speak any English, the Wilson James Customer Care Agent, Joelson Pagani was asked to speak with the passenger, as Joelson is a Portugese speaker. At the end of his shift, struck by the passenger’s situation, Joelson went home, got his laptop to apply for the travel documents for the passenger, returned to Gatwick and paid for a passport photo as this was needed for their temporary passport application.
At 0300hrs the following morning and despite not being at work, Joelson escorted the passenger by train, at his expense, to Victoria so they would be in place at the Brazilian Consulate for 0900hrs when it opened. Joelson also bought the passenger a breakfast and drink and, noticing their luggage was broken, gave them one of his own suitcases to replace hers.
The passenger was issued with temporary paperwork to allow them to return to Brazil, via Lisbon. Joelson returned with the passenger to Gatwick, he then went home briefly and returned at 1500hrs for his next shift. Joelson truly went above and beyond the call of duty to look after this passenger, who travelled that afternoon to Lisbon before returning home to Brazil. Both the airline and the Brazilian Consulate have contacted Wilson James to express their gratitude to Joelson for his compassionate and dedicated to the passenger experience.
Due to Joelson selfless above and beyond actions for the passenger, we have awarded him with a Gold Extra Mile Award. Congratulations Joelson this a great achievement and thank you for your service at WJ.
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