A first of its kind for the industry, the APEX Heart Awards shine a light on the industry’s unsung heroes – the individuals or airline team members who go above and beyond to elevate the air passenger experience. From the ground up, the people behind the airlines work tirelessly to deliver comfort, peace of mind and a memorable passenger experience and this award is for them!
Criteria for Silver and Gold APEX Heart Awards:
- Silver Heart Awards: Exemplary everyday actions, above-and-beyond courtesies and outstanding services
- Gold Heart Awards: Gestures that require a significant change in routine, powerful actions that evoke a strong emotional response from the general public and outright heroics that keep passengers safe.
Southwest Airlines
Jason, Ramp Agent
When Jason found a Buzz Lightyear toy on board in Little Rock, Arkansas, the ramp agent knew someone would be missing him. After finding the name “Hagen” on Buzz’s boot, he tracked down the toy’s owner and sent him home in a hand-decorated box, with a letter describing his mission at Southwest Airlines.
Virgin Australia
Olivia Cayzer
Pipsqueak was sailing in the Gulf of Mexico with her owners in March when COVID-19 forced the family to urgently fly home to Sydney, Australia. Strangers in the US cared for Pip until she was able to return home in August. When Pip got stuck in Melbourne due to cargo flights being full as a result of state border restrictions, Virgin Australia booked her on the next available flight to Sydney. Crew member Olivia Cayzer was instrumental in reuniting Pip with her family.
.@VirginAustralia is the recipient of a silver #APEXHeartAward for reuniting a family with their dog after they were forced to leave her in the US when they had to fly home to Australia due to #COVID19 >>> https://t.co/Uy5ozzCXEw pic.twitter.com/lximXPZB1D
— APEX (@theAPEXassoc) September 10, 2020
KLM
Flight Attendant
Instead of making a regular PA announcement at the end of a flight, a KLM crewmember sang “When Will I See You Again” by The Three Degrees. “In this difficult time…music brings us together and that’s why I will sing a song to you to say goodbye,” she said.
We’re giving a silver #APEXHeartAward to the @KLM flight attendant who used music to bring people together during this difficult time, with a heartfelt rendition of “When Will I See You Again.” Watch the video: https://t.co/Ip3RA1E6UE #PaxEx #coronavirus #covid19 pic.twitter.com/Vx2IQWfmaI
— APEX (@theAPEXassoc) March 24, 2020
Delta Air Lines
Danielle Pope, Delta Global Services
When Delta Global Services employee Danielle Pope found an important-looking business portfolio with a laptop inside at Atlanta Airport, she quickly phoned and messaged the owner to make sure he was reunited with his possessions. The owner turned out to be Dr. Joe Leader, CEO of APEX and IFSA, who was only too happy to bestow a silver heart award on Danielle and Delta for their great customer service.
.@Delta deserves a silver #APEXHeartAward after @NjDaniP404, who works for Delta Global Services, reunited @theapexassoc/@IFSAOnBoard CEO @joepleader with his computer and business portfolio at @ATLairport earlier this week. Thank you, Danielle! pic.twitter.com/hcxndLtSGq
— APEX (@theAPEXassoc) February 28, 2020
Southwest Airlines
Bobby, Flight Attendant
When Southwest Airlines flight attendant Bobby realized that Dustin and Caren Moore were flying home from Colorado to Southern California with their newly adopted baby girl, he made an announcement welcoming her as a special guest. He then passed napkins and pens around the cabin, so passengers could write supportive messages to the Moores, like, “Enjoy every minute. It goes by sooo very fast.” The couple ended up with about 60 napkins and a set of pilot wings for their new daughter.
It’s another silver #APEXHeartAward for @SouthwestAir after flight attendant Bobby encouraged passengers to send their well-wishes to the Moores, who were flying home with their newly adopted baby girl >>> https://t.co/kMclX3qOjm pic.twitter.com/frPXFWHV3Q
— APEX (@theAPEXassoc) February 19, 2020
British Airways and Heathrow
Employees
British Airways customer Phil Reynolds spent a lot of time at Heathrow Airport during the first year of his relationship with Bethan, who was living in China at the time. Upon learning that Phil was planning to propose at Heathrow, the airport worked with BA to display “Will you marry me?” across screens in Terminal 5. After Bethan said yes, the couple was taken to the Concorde Room lounge to toast their engagement.
Silver #APEXHeartAward goes to @British_Airways and @HeathrowAirport for making Phil and Bethan’s engagement extra special: https://t.co/aMrMwWDXh1 pic.twitter.com/UjzIQeArRV
— APEX (@theAPEXassoc) December 3, 2019
Delta Air Lines
Janna, Flight Attendant
Ashely Ober, a 16-year-old deaf Maryland native, was flying to Rochester to attend a conference for deaf and hard-of-hearing college-bound students. She had only flown alone once before. When she boarded the aircraft, a flight attendant named Janna gave her a handwritten note, including some safety instructions, to make her feel at ease.
Silver #APEXHeartAward goes to the @Delta flight attendant who gave a handwritten note to a deaf passenger to welcome her on board and make her feel at ease >>> https://t.co/ejwue9ZRpZ #PaxEx pic.twitter.com/J4M5dmNuL4
— APEX (@theAPEXassoc) July 16, 2019
Delta Air Lines
When Demetria Poe was the victim of racist actions by another passenger during a Delta flight, she posted about her experience on Facebook. Delta responded to her post with a supportive message. The airline also upgraded her seat on her return flight and gifted her a Black Lives Matter pin engraved with Delta’s logo.
This gold #APEXHeartAward goes to @Delta, which took a stand against racism when Demetria Poe was harassed by another passenger on a Delta flight >>> https://t.co/xiWL3jmwZd
— APEX (@theAPEXassoc) September 4, 2020
Credit to Demetria Poe for the images & Darrell Thomas at Culture Minneapolis for Demetria’s headshot. pic.twitter.com/VlnaDpcaDC
American Airlines
Deanna, Flight Attendant
Lori was on a business trip when she was called home to see her ailing father one last time. When her initial flight was delayed by an hour, she thought she might miss her connection – the last of the day – and passed a desperate note to a flight attendant on the gate. Shortly afterwards, she received one back from Deanna to let her know that the pilot of her connecting flight had been informed and was willing to hold the flight for her if necessary. On landing, she was also greeted by a vehicle on the tarmac, which transferred her quickly onto the next leg of her journey. She made it home in time to see her father again.
Silver #APEXHeartAward for @AmericanAir: When Lori’s flight was delayed, she risked not making it home to see her ailing father. Crew notified the Captain on her connecting leg & organized a vehicle to transfer her between flights >>> https://t.co/x2lt03edbS via @thepointsguy pic.twitter.com/MOIElAywSp
— APEX (@theAPEXassoc) March 4, 2020
Delta Air Lines
Flight Attendants
After Mum Arielle contacted Delta about her daughter Kenley’s special Daddy Doll, which went missing during their journey between Connecticut and Atlanta, the airline jumped into action. Days later, Kenley’s doll – which features a goodnight recording from her father, who is currently away on military deployment – was flown home and presented to 18-month-old Kenley alongside a stuffed Delta plane and a handwritten note detailing all her Daddy Doll’s flying adventures.
.@Delta deserves a silver #APEXHeartAward for reuniting Kenley with a special doll that contained a goodnight message from her Dad, who is currently away on military deployment >>> https://t.co/BBwXj1FhEk pic.twitter.com/yz4NroYKO9
— APEX (@theAPEXassoc) February 25, 2020
Southwest Airlines
Employees
Grayson lost his favorite teddy bear while he was flying with Southwest Airlines over Thanksgiving. When they were unable to locate the bear, Southwest asked if Grayson wanted a new bear, named Jack. Before making his way to his new owner, Jack the Bear made a tour of Southwest’s aviation facilities and documented his adventures before chronicling his flight in a customized storybook for Grayson.
Silver #APEXHeartAward goes to @SouthwestAir, who made sure that when Grayson lost his favorite teddy bear, he wasn’t just given any old replacement >>> https://t.co/nZuuK4yitD #PaxEx pic.twitter.com/ZgQ8YNVITR
— APEX (@theAPEXassoc) February 4, 2020
United Airlines
Brian, Captain
A United Airlines captain took his own birthday as an opportunity to recognize others. On a flight from Houston to Phoenix, he thanked the veterans on board over the intercom and shook their hands. “It’s the real moments like this that truly engage customers and create loyalty,” said one of the passengers who posted about the captain on LinkedIn.
Silver #APEXHeartAward for @united captain who took to the intercom on board a flight from Houston to Phoenix to thank veterans on HIS birthday!
— APEX (@theAPEXassoc) November 22, 2019
American Airlines
Joseph Weiss, Pilot
When American Airlines pilot Joseph Weis found out his last flight was the first flight for a two-year old passenger with Down syndrome, he decided to pass along his wings to a future generation.
Retiring @AmericanAir pilot Joseph Weis gets a silver #APEXHeartAward for giving his wings to a young passenger with Down syndrome >>> https://t.co/I3KHKytJ2R pic.twitter.com/w5pN4azjno
— APEX (@theAPEXassoc) October 15, 2019