March 9, 2022
Joseph Olive will never forget the first time he was lost in an airport. It was the 1970s and Olive, 14 at the time, was traveling outside of American Samoa for the first time, accompanied by his 13-year-old cousin. When the pair landed in Honolulu, they felt confused and overwhelmed, accustomed to their tiny, close-knit community.
“It was a scary feeling, being young and not knowing what I was doing,” Olive said. “You go through Customs and it’s all so confusing. Since I was the oldest I was the guardian of the two of us and in charge of carrying our passports.”
They made it to their final destination smoothly thanks to helpful airport staff. It’s a kindness Olive hasn’t forgotten.
Now, Olive is paying it forward by showing others the way. Every Thursday, Olive can be found at the Central Terminal kiosk at Seattle-Tacoma International Airport (SEA) dressed in a bright green jacket, providing directions and answering questions. He directs travelers to rideshares and SEA Underground trains, helps them look up gate information, makes dining suggestions, and provides tourist recommendations. Olive has volunteered at the airport since November 2021, a natural fit with his passion for aviation and helping others.
“I love airports and since 9/11, you can’t just walk into an airport like you used to,” he said. “Back in the day I used to walk into airports and hang out because I loved airports and being around airplanes.”
Located at key information desks throughout the airport, the mighty team of volunteers plays an important role in elevating the travel experience for SEA’s travelers. SEA is now certified with the travel industry's prestigious Skytrax Four-Star Airport Rating. As travel demand continues to rise, the SEA Volunteer program is recruiting to grow its volunteer team. SEA’s community of volunteers are invaluable ambassadors for both the airport and the Puget Sound region.
Global experience
As a teenager, Olive flew back and forth between SEA and American Samoa so often, he became well-versed in the ins and outs of traveling through the airport. Olive spent summers with his mother and relatives in Seattle, and the rest of the year in American Samoa with his grandparents. One year, he made a deal with his grandmother to attend high school in Seattle for one year. After the year was over, Olive stayed in Seattle for good.
Today, at 56, Olive is retired from a career as a United Parcel Service (UPS) driver and spends three days a week driving an MVP Parking shuttle at the airport. Thursdays are reserved for volunteering at SEA.
A helping hand
Olive is no stranger to helping people get where they need to go. As a UPS driver in downtown Seattle, he became an expert in directing lost tourists.
“People got so lost in downtown Seattle,” he said. “I knew the whole place inside and out and I knew addresses and locations by street numbers. There was no GPS available until more recent years. As a UPS driver, you got places by seeing what is at the corner — building numbers, street numbers, and knowing how streets run.”
He later worked for Metro Cruise Services, located on the first floor of the SEA parking garage. The coach lines carry passengers between the airport and cruise berths at Pier 66 and Terminal 91.
“I saw so many people lost at the airport,” he said. “I’ve been living here so long I never realized the airport could be so confusing to a lot of people who have never been here before. Lost people would approach us every day asking how to get an Uber or Lyft, or get a train downtown.”
He noted things that were confusing to travelers, for example getting from the baggage claim to the parking garage. He started advising travelers to treat the baggage claim level as the third floor and to go up one floor in the elevator, which allows them to cross the Skybridge and walk into the fourth floor of the parking garage.
“It’s so gratifying to help someone with a question. If you are able to answer it is a great feeling,” he said.
SEA the way
When Olive doesn’t know the answer to a question, he finds the answer immediately so he can help next time. When he was working at Metro Cruise Services, a customer was having trouble finding the United Services Organization (USO). After his shift, he learned it was located on the Mezzanine level of the airport, above the Southwest Airlines ticketing counter.
He said making a human connection is one of the most rewarding parts of being an airport volunteer.
“I love seeing the smile on people’s faces when you help them get to places they need to be,” he said. “I love the satisfaction of being able to help somebody out.”
Spending time at the airport also brings back memories of his teenage years visiting family in Seattle and reminds him of how much it has changed over the years. He remembers riding the SEA Underground train the first time he landed at SEA. Because it was before 9/11, his mother met him at the gate and rode the train with him.
“I didn’t see a driver of the train and I had watched a lot of television shows with runaway trains so I was freaked out at first. But my mom told me ‘It drives itself; it's going to be ok.’ Whenever I get on the train I feel like a 14-year-old kid again.”
