by David Chapman
Staff Writer
With a facility as large and complex as Jacksonville International Airport, first-time fliers and experienced travelers alike might end up having a question or two as they depart and arrive the First Coast. For close to 10 years, one group of dedicated volunteers has answered those questions, all with a smile.
In 1999, JAA began its volunteer ambassador program with just a few participants. But the number now is around 50 willing and able helpful hands, said JAA Customer Service Manager Bryan Long.
“The main purpose of the program is just to assist people,” said Long. “We get so many positive comments from travelers who tell us just how helpful they are to them while they’re here.”
The volunteer ambassadors have a station in the central hallway — the one area every traveler passes through using flights — and spend time roaming heavily-trafficked areas to provide assistance or simply offer a smile and a greeting.
Rose Nettles is one such volunteer who enjoys the experience. She found out about the program through a friend, signed up online and has now spent her Thursday afternoons for nearly a month in the program.
“I absolutely love it,” said Nettles. “It’s a lot of fun to get out here and help people. I can talk to anyone, and even if they don’t have questions, just talking to them and giving them a smile can make their day.”
But they do get questions — and not just the typical “Where’s my flight?”
“A whole lot of them,” said two-year volunteer Boyd Reynolds, smiling.
While flight questions are prevalent and common, Long said one question does tend to pop up more than others.
“The most common usually deals with food on the other side of security,” he said. “Everyone wants to know ‘Is there anything to eat over there?’ and I kid with them at first and tell them ‘No, nothing at all.’”
While traveler assistance is the main goal of the ambassadors, said Long, they also provide additional eyes and ears for security and maintenance problems.
The time around The Players golf tournament is generally one of the biggest for the volunteers to help, said Long, but the fast-approaching holiday travel season — generally from Halloween to just after New Year’s Day — provides plenty of both opportunities and service need.
When not answering questions, though, it’s a fantastic vantage point to people watch, said Nettles. Many of the volunteers end up seeing celebrities who pass through or even a familiar face while manning the position.
“I guarantee you if you become a volunteer and sit here helping people, you’re going to see people you know pass through,” said Long. “People maybe you haven’t seen in years or every day, but you’ll see them.”
The program has a wide array of volunteers, from students to retirees, and requires a commitment of at least four hours a shift, said Long. It’s open for anyone to participate, though applicants are background checked and screened.
The little time doing those is worth the experience and service, said Nettles.
“You meet so many people each time and really can help out someone,” she said. “It’s eye-opening and a lot of fun.”
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