Impressed with service shown at Paine Field terminal

My wife and I had the opportunity to welcome our daughter and family home at the new Paine Field air terminal recently. As this was our first visit to the terminal, we left time to look around.

As we strolled through the baggage claim area, a gentleman asked if we needed any help. I assumed that he was a member of the security team for the terminal. We explained our dual purpose for our presence at which he began offering details of the facility. As we chatted he was glancing around as a good security person should.

When he saw a gentleman having some kind of difficulty getting out of the gated parking lot he excused himself, went outside and ran over to lend assistance. When he returned we learned that they had lost their parking slip, a problem the “security guard” had somehow solved.

In the conversation that followed the “security guard” casually mentioned he was Brett Smith, CEO of Propellers Northwest, the terminal operator!

So let’s digest this. Sunday night, asking customers if he can help, literally running out to rescue a customer from himself, is the CEO? My God, there is hope for us! He explained that he considers the terminal to be more like an upscale hotel, and everyone his guests! We left Paine Field terminal with two impressions. First what a fine facility, and second we are so glad that Brett Smith and his Propellers NW have landed at Paine Field.

Joe and Sharon McIntosh


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