The Metropolitan Airports Commission (MAC) recently honored three airport and airline employees for their outstanding work enhancing the customer experience at Minneapolis-St. Paul International Airport (MSP). The three winners of the MSP Airport Customer Service Hero Award lead by example with their daily assistance to passengers.
Starr Vann
Starr was recognized at the April 21 MAC Board of Commissioners meeting for her enduring legacy of kindness, service, and exemplary dedication over her 36-year career of helping others.
“Her ability to handle passengers’ questions, concerns, and problems with care, compassion, and respect leaves a lasting impression on all those she assists,” her nomination reads. “Whether resolving an issue or simply providing a friendly face, Starr makes passengers feel like they are her favorite passenger that day! She is equally respected by her colleagues, who admire her professionalism and unwavering work ethic.”
Starr started at the MAC as a community service officer, working in that role for eight years before becoming a passenger service assistant for 25 years and, most recently, as a customer experience specialist for the past three years.
“I’m so honored to have been nominated when there are so many people who do what we do, which is just treat the passengers, the customers — the lost — the same way I try to, as if they are family,” Starr said to a room of family members, church friends and MAC colleagues who came to celebrate her recognition. “When I look around and I see faces from such a long time of being here, I know the MAC is still and will always be thought of to me as family. ... I’m so proud to work for the MAC and I would not be anything without the people that are in this room that have shown me so much kindness and love.”
Mezmure Mulusew
Mezmure Mulusew of Prospect Airport Services was also honored for his service and dedication to the MSP community.
“Beyond customer service, Mezmure demonstrates an exceptional sense of responsibility for the safety and well-being of those around him,” noted his nomination letter from Airport Police Sgt. Kristina Hansen and Sgt. Jared Dittbenner. “His keen observation skills and proactive nature have played a crucial role in reporting security violations, suspicious items, and individuals, as well as crimes that unfold before him. His efforts have often led to the swift resolution of incidents, contributing to the overall safety of the airport for both passengers and employees.”
Mezmure joined the Prospect Airport Services team at MSP in 2008 and currently serves as assistant general manager.
“Believe it or not, this is the very first job that I had, and I don’t see myself going anywhere,” he said. “I love what I do, I love the airport community, I love everything that we do out here together and I’m extremely, extremely proud to be here. ... This job is very personal to me.”
Rose Link
Rose, the lead complaint resolution official for Delta Air Lines, was recognized for her support for travelers with disabilities.
“In her role, she expertly handles disability-related complaints — preemptively assisting customers who have had service failures in the past and ensuring they don’t in the future, day of assisting customers with any type of assistive device, and, even more time consuming and challenging, helping the customers who have experienced a service failure after the trip or in the middle of a trip.”
After accepting her award, Rose shared a bit of advice for those in attendance: “Kindness is free.”
“This is an incredible opportunity for an airport to recognize wonderful human beings” who work and volunteer at MSP, she said. “Prior to Delta, I’d been a nurse for 25 years. This opportunity to help human beings every day is an absolute joy. ... I challenge everybody to give kindness every day to the people that come through this airport and the people that work at this airport.”
The annual MSP Airport Customer Service Hero Awards are selected by a committee of employees and volunteers within the Customer Service Action Council (CSAC). The winners received a certificate, an engraved crystal trophy and a check for $1,000 provided by the Airport Foundation MSP.