Airport terminal was getting a little crowded on Saturday but cooperation and effort helped save the day. (David Johnson Facebook)
JACKSON HOLE, WYO – The story Saturday at the Jackson Hole Airport was about the weather-caused flight delays and cancellations that created overcrowded conditions. It was, frankly, a zoo.
But the real story beyond the who, what, when and where is the telling of the people that make this airport shine like no other in the United States. Where most major news stories emanating from airports these days concern lockdowns and TSA improprieties, at the most picturesque landing pad in the country it was all about pitching in last weekend.
It was kindness in the chaos. Typical, really, of the way Jackson Hole Airport personnel exemplify true Wyoming Western, ‘git ‘er done’ hospitality every day and especially when it gets to be a bit of a rodeo in baggage claim, the car rental counter, or at the help desk.
Saturday scenario
JH AIR volunteers Kari Cooper and Ed Liebzeit pitching in. (JH Airport)
The pilot of inbound Delta flight 4578 from Minneapolis opened the intercom last Saturday morning with a disclaimer of sorts.
“We’ve had about six or seven flights ahead of us abort landing at Jackson Hole and divert to Idaho Falls and Salt Lake City,” he said. “We’ve got ridgetop winds in excess of 50 miles per hour. We’re going to give it a shot but we’re not making any promises.”
The plane shook violently for the next few minutes until, finally, the descent was aborted and the aircraft shot by the airport and banked for Pocatello. It was another plane that wouldn’t be making a connection at Jackson Hole, meaning another hundred or so passengers waiting to board and leave would be stranded down there in one of the smaller, albeit beautiful, terminals in the US.
Travelers, in general, were pleased to be made comfortable and receive assistance until things returned to normal late Saturday. (JH Airport)
All told, a dozen flights were diverted or cancelled Saturday until winds died down a bit in late afternoon. Airport communications manager Meg Jenkins called it one of those “all-hands on deck” situations.
“Although not every situation can be planned for, the airport operates like a small village. The Jackson Hole Airport embraces a ‘People Helping People’ mantra,” Jenkins said. “During Saturday’s weather event, it was all-hands on deck. Airport and stakeholder administrative staff, along with other personnel made themselves available to help assist passengers and airport operations to ensure that the traveling public had the best possible experience during this weather event that impacted a number of our visitors.”
What it looked like was heartwarming. Administrative staff, from desk jockeys to top brass, were out on the floor doing what they could. They came early, they stayed late. Airport director Jim Elwood himself was out there throwing bags, answering questions from worried travelers, and taking care of luggage logistics.
And it didn’t end there.
The airlines called in additional staff to coordinate the growing lines and handle re-bookings. They had buses arranged to transport passengers from diverted airports to JAC and also to transport luggage. Jedediah’s restaurant stayed open late to accommodate delayed flights.
“Administrative staff and snow plow crews were out in the terminal doing anything they could to help ease the process,” Jenkins said. “These jobs ranged from wheelchair assists and curb traffic flow, to handing out snacks and water, or cleaning the terminal on a constant basis to keep things organized.”
Several recent improvements and regular training help airport personnel deal surge periods on a regular basis. While nothing about last Saturday was ‘regular,’ the airport handled it with class and professionalism.
Help! Information was what most travelers needed and got. (JH Airport)
Things were a little quieter…and WINDIER…outside at the curb. (JH Airport)
Jenkins shared the following comments from among the many positive responses the airport has received in the days following the ‘windtastrophe.’
“It was remarkable to see how professional and efficient airline personnel greeted and helped each guest party through check-in and to security – one of the few private screening programs in the country, providing a standard of professionalism and friendliness that is often the last experience our locals and visitors enjoy as they depart Jackson Hole.” — Mark Barron, JH AIR board member.
“The pleasure is in watching the team. Between the impressive communication, and ‘all-hands on deck’ approach, along with the upgrades to the Airport terminal, the majority of folks appeared appreciative and relaxed.” — Kari Cooper, executive director of JH AIR.
