The Port of Seattle established its first team of Airport Pathfinders in 2000 as part of a new customer service program. The Pathfinders were initially scattered strategically around the airport to help customers find their way. Today, the most likely place you’ll encounter our pathfinders is just before the security checkpoints, where they help manage traffic flow through our increasingly busy airport. They help manage lines, answer questions, and can help you find which line will get you through the TSA checkpoint the fastest.
With tens of thousands of customers passing through the airport every day, it can get hectic. But the Pathfinders do their best to keep passengers happy and checkpoints running smoothly. This edition of “People of the Port” spotlights Vikky Leung, lead pathfinder, and Surya Prakash, an original hire from when the program first started almost 20 years ago.
By Hewan Mengistu
What led you to work here at the Port?
Vikky: I first started out as a contractor. I worked in International Arrivals in the FIS area. It was similar to what I do now, but we were not with the Port, we were just contractors. We would see the pathfinders and work along with them, which motivated me to want to become one of them.
Surya: I was working with Alaska Airlines with Customer Service before working for the Port. One of my interests was meeting people. When I heard about the customer service department starting at the Port. I was interested in the position and applied.
Tell us more about your role as a Pathfinder. What are some of the things that you do?
Vikky: We have 14 full-time pathfinders, plus 13 emergency hires, high school interns, and college interns, and volunteers. The Pathfinders are also known as customer service representatives. Currently, our main priority is the checkpoints, so the Port has asked us to make sure all the lines and crowds are managed and that passengers are getting through safely and efficiently. We also respond to airport duty managers, police, and any kind of issues that come up.
Surya: Our job is to ensure our customers travel through this airport seamlessly and have the best customer experience.
What’s your favorite part of your job?
Vikky: You get to talk to so many people every day. You get to know that by being there you have made their experience at Sea-Tac better and you have helped them out.
Surya: Helping customers fulfills their needs. The end result is that they are so happy that it makes us so happy too. There are a lot of things that we go through—crazy things, weird things. But the end results make me happy.
What are some of the more interesting experiences you’ve had?
Surya: A couple from Austria had come to the US for vacation. Their plane was to go from here to Canada and then [to Austria]. When they got to the airport, they were told they needed a transit visa to travel and they had not known that. They went to check in and the airline refused. They also did not have a phone with service in the US, and no contact information on how to get the transit visa, so they were running around and about to miss their flight.
I went and asked them how I could help. At first, they said I could not help them. Then I asked if I could direct them to anyone. That is when they told me that they could not travel because they did not have a transit visa. I did not know where to start from at first, so I invited them to the information desk and got all the information. I called the embassy, then went online, and they were able to apply for the transit visa right on the spot. It took them two hours to get the transit visa, so they missed the first flight. However, there was another carrier which could connect them, [so I helped them speak with their current carrier to change their ticket to another carrier]. Normally, they don’t do that, but this time the carrier agreed, and the couple sent us a big thank you note when they got back home.
Vikky: I do not have any stories, just instances where you have to investigate and dig deep and really go out your way just to help this one person.
Surya: Most of our customer service representatives are bilingual or trilingual. This helps international travelers when they come to our airport. For example, there was a couple that came from India, and somehow, they got separated. The wife took the [Satellite Transit System] train and got to baggage claim, while the husband stayed behind, took the other train, and took the elevator up. The wife was crying and panicking and did not speak English. She called Operations and Operations called the Pathfinders to see if anyone spoke their language. I came down to help. I called a couple of airlines and found [the husband] at baggage claim. While he was sitting at baggage claim one, she was running up and down inside. We love helping them out because it makes them happy and in turn makes us happy.
What do you want anyone who is not a pathfinder to know about your job? Any common misconceptions about your job?
Vikky: It is definitely not easy. We walk through a terminal and everyone is like, “Oh, we want your job. It looks so great!” I tell them that it is not that easy. When people hear customer service, they think we just sit at a desk and greet people, but we are literally running around—sweating—just all over the place. You cannot get overwhelmed. We get 70,000 customers a day at Sea-Tac and it will overtake you, so have to make sure that you stay calm. You have to be firm without getting rude. You have to project your voice and command where hundreds of people need to go at a time because if you are wearing this uniform, they are all going to pull you in.
Surya: We are talking about multitasking, but we are way beyond multi-multitasking
Vikky: It can be very stressful.
Surya: First of all, when passengers come and see the long lines, they get frustrated. That is why you have to be very calm, tactful, and professional to show that you are in command. Even if they do not listen, you just do your job. On a daily basis, we encounter many things. We are holding the “End of the Line” signs, we are answering the radio, we have phone calls coming in, and then we have three people standing next to your ear asking three or four questions. They all expect us to answer their questions, and they do not know what we are going through. So it is a stressful environment, but you have to stay calm and professional.
What are some of your favorite things you have gotten to do in your role?
Vikky: Well the Port is very open to you trying new things and is very supportive. For me, I was able to participate in an internal internship with Public Affairs. I think it is amazing that your job still keeps you employed while you get to work with other departments and learn new things.
Surya: I am happy with my role here at the Port. When we started, we were helping all customers face to face. Over time, we’ve had a lot of changes and how we adapted to those changes have been a good experience. One thing I learned is to be adaptable and flexible. I love to learn new things and I am able to do that with the Port.
Any events or fun activities over the years that have been particularly memorable?
Surya: There are a lot of fun events, like inaugurations for new carriers coming to the airport.
Vikky: A lot of the time we get asked to escort VIP and government officials, which can include higher-level government officials like prime ministers.
Surya: I have gotten to meet a lot of celebrities that come through our airport.
Who have you met so far?
Vikky: I have met Robin Thicke, Snoop Dogg, Wale, Macklemore, and Ciara and Russell Wilson. A lot of Seahawks and Sounders players come through a lot.
Surya: I met one of the princesses of Arabia.
Future career goals?
Surya: Happy retirement from here.
Vikky: He has been here for 19 years, so he is looking forward to retirement. For me, I graduated from the University of Washington with a degree in English, so writing and communication is my background. But I really fell in love with the airport and [working with] AV Operations is very fun and exciting every day. Ideally, my goal is to be able to still be in the airport and help people but use more of my communications skills that I acquired in school.
Tell us more about you, have you lived your whole life in Seattle?
Vikky: I was raised in Seattle. I have been here my whole life.
Surya: I was born in the Fiji Islands. I came here 23 years ago. It was a big change for me: a lot of changes in the culture and environment, so it was a big challenge. We were able to settle down and overcome all the challenges. I miss my country, and I still love my water skiing, which is something I am not able to do here.
Vikky: Water skiing?
Surya: Yeah, no snowboarding—water skiing.
When you’re not here at the port, what do you like to do in your free time?
Vikky: I like spending time with my family. Nowadays, when you are at work, you are so worn out that you use your free days to relax at home and recover. Other than that, I like to make sure that I can hang out with my family, take care of my pets, and try new restaurants and new places.
Surya: I love spending time with my family. In my spare time, I love cooking.
Vikky: Oh me too! I love cooking.
Surya: Of course, visiting different places.
Vikky: And shopping!
