The APEX Heart Awards are the first award in the industry to recognize everyday airline heroes who fly under the radar. With airlines and companies around the globe who improve passengers’ air travel experience at every step of the journey, APEX is proud to reward individuals on airline teams who go above and beyond the call of duty to elevate the passenger experience.
Contact firstname.lastname@example.org to nominate someone for an APEX Heart Award!
Silver Heart Awards
Exemplary everyday actions, above-and-beyond courtesies and outstanding services that turn a mundane flight experience into one that passengers will never forget.
Gold Heart Awards
Gestures that require significant change in routine, powerful actions that evoke a strong emotional response from the general public and outright heroics that keep passengers safe.
Stuart Duncan was on his way to Berlin to spend Christmas with his pregnant wife when his heart stopped. Two minutes after Heathrow’s operations centre received a call, Passenger Experience Managers were on the scene reviving Stuart using a defibrillator. By the time one of the cycle paramedics arrived four minutes later, Stuart had a pulse.
Jahmaul Allen, a ramp agent for American Airlines at Toronto Pearson International Airport, stepped in to cheer up a child who was crying on board by breaking out in dance on the tarmac. A video of his dance was posted on Twitter by @blogTO and watched more than a million times. “I dance and move around to keep myself warm and … I wanted to go above and beyond to make the passengers happy,” said Allen in a news clip.
Delta Air Lines
Melynda Wright, Karen Silva and Crew
When the crew on a Delta flight discovered that one of the passengers was en route to Kuwait, where he would spend a year away from his wife and child serving in the armed forces, they handed out Delta-branded thank you cards to passengers inviting them to write him a note. At the end of the flight, the crew presented the soldier with more than 100 cards.
Air New Zealand
Crew and Social Media Team
When the crew on an Air New Zealand flight discovered a drawing of a couple on their wedding day that was accidentally left behind, they were determined to find its owners. The airline’s social media team shared it on their social channels and, when the owners were identified, a customer service agent named Olivia delivered it to them at their home.
The Air New Zealand crew & social media team who tracked down the owners of an irreplaceable drawing that was accidentally left on a flight are the deserving recipients of a silver #APEXHeartAward! Watch the video here >>> https://t.co/NMXWaDXeeI pic.twitter.com/e2AyU4dHGW— APEX (@theAPEXassoc) August 3, 2018
The crew on an Alaska Airlines flight from Boston to Portland made an announcement to see if any guests on board knew American Sign Language (ASL) and would be willing to help establish a better means of communication with a passenger named Tim Cook, who is deaf and blind. Clara Daly, a 15-year-old from LA, helped Tim by signing into his hand. If passengers could receive APEX Heart Awards, Clara would surely be awarded with a gold one!
Jeff, Jamie, Nikki, Jen
A passenger was nervous about flying with her wedding dress, but thanks to the crew on her Alaska Airlines flight, it was a seamless process. The crew also left her a note, saying “We wish you nothing but the best on your wedding day, and all the happiness and well-being on your future endeavors!”
Social Care Team Member
Xavier University alumnus Renée Stoeckle was planning to use the in-flight Wi-Fi to watch her alma matter’s March Madness game against Florida State. When the connection wasn’t powerful enough to live stream the game, she contacted the airline on Twitter and suggested they live tweet the game for her. Mike from the Social Care Team granted her wish, leaving Stoeckle singing the airline’s praises despite her disappointment over the Wi-Fi connection.
Gate agent & Captain Jim Mooney
Brit Morin, founder and CEO of Brit & Co, was devastated when she discovered she had lost her wedding and engagement rings en route to Jackson Hole from New York. After filling out a lost and found claim online, a United representative replied that they had found both rings on the jet bridge. Captain Jim Mooney delivered them to their owner, along with a handwritten note.
Customer Service Agent
When Denice Miracle, a customer service agent for American Airlines at Sacramento International Airport, encountered two young girls with one-way first-class tickets, traveling without parents or identification, she called the Sacramento County Sheriff’s Department Airport Bureau. Authorities discovered that a man the girls met on Instagram had bought the tickets, luring them with a promise of payment in return for performing in music videos. It’s believed that the girls narrowly avoided becoming victims of child trafficking, thanks to Miracle.
Customer Service Representative
When an infant was diagnosed with a life-threatening illness, Ann, a customer service representative for Delta, took it upon herself to rearrange the family’s flight at no extra charge, and to an airport which was closer to home for the family.
Swiss International Air Lines
A Swiss International Air Lines captain decided to show passengers on a flight from Barcelona to Zurich “the best of Switzerland.” After obtaining permission from air traffic control, the captain circled the Alps, pointing out the Matterhorn, Zermatt, Aletsch Glacier, Eiger and Jungfrau.
After boarding an American Airlines flight at Charlotte Douglas International Airport, eight-year-old Ayla Johnson realized she had left her teddy bear, Tito, at the gate. The doors to the aircraft were already closed but one of the flight attendants was able to contact a gate agent who tossed Tito through the pilot’s window.