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Ground Transportation Agent Turns Frustration Around

At DFW our culture is customer-focused, always asking, “How may I help you today?” Parking is never short on employees going above and beyond to exemplify this culture. Take the following incident that occurred last month; it is a prime example of how DFW employees go above and beyond to deliver outstanding customer experiences and “WOW” our guests every day.

Khalid Muhammadalamin, ground transportation agent, received a call from Shift Supervisor Mohammed Sheikhaldeen, stating that a customer at the Terminal E2 Taxi Zone needed help. Khalid reached out to the guest assistant working that area and learned that a customer left his phone in a taxi.

Khalid headed to the taxi zone to find out more. When he arrived, the customer was extremely frustrated that he could not get someone to answer repeated calls to his cell phone. Khalid assured the customer that he would do his best to assist him and told him not to worry because most of these items get returned.

The customer could not remember the cab company name, though recalled taking the cab to Dallas around 11 a.m. With that information, Khalid checked the taxi log sheets during a one-hour period. Only six cabs loaded during that timeframe. Khalid had asked the customer if he recalled the color and the size of the taxi – it was a blue Dodge Caravan.

Ambassador Cab Co. had taxis meeting the description, which had been dispatched during the one-hour period. Khalid contacted the company and advised them that a customer left a phone in one of their taxis. The cab company said it would start its own search and get back in touch. Khalid updated the customer, keeping him informed and calm throughout the process.

When Ambassador Cab Co. called Khalid back, they had found the phone and it was with the cab driver who was being dispatched to Terminal C2 Taxi Zone. Working with the guest assistant at the C2 Taxi Zone, the phone was retrieved and reunited with its owner.

The customer was extremely happy and appreciative. He wanted to compliment Khalid by asking for his supervisor’s contact information to send a note of appreciation. We are proud of the way Khalid turned a customer’s frustration into a great day.

Khalid Muhammadalamin


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