Opening Soon: Volcano Bay - Mears Transportation · Opening Soon: Volcano Bay CONTINUED ON PAGE 8... 4 Universal Orlando has released the official opening date for ... Ramon Lopez,

Opening Soon:

Volcano Bay

CONTINUED ON PAGE 8... 4

Universal Orlando has released the official opening date for Volcano Bay, arguably their most anticipated project currently under construction. The water park, which will be Universal Orlando’s third theme park, is set to open on May 25, with a media preview on May 22.

May - June 2017 Volume 21 Issue 3

Hailey Larsen moves into the role of Account Manager for Hello! Florida’s Team Hunter at the JW Marriott. Originally from Jacksonville, Hailey earned her bachelor’s degree in Event Management from the University of Central Florida. Prior to Hello! Florida, she gained diverse event experience in banquets, music festivals, and floral/

event design. Shortly after graduation in 2015, she joined our team as Amie Garrett’s Sales Coordinator, mostly working with citywide clients. Her interest in the creative process and learning more about our industry has guided her to operations. Congratulations, Hailey!

Hello! Florida welcomes Saraya Diraimondo to Operations as the Account Manager for Team Hotchkiss at the Gaylord. Saraya earned a bachelor’s degree in Event Management from the University of Central Florida. Before she came to us, she worked in event management for a major convention hotel and also with a catering company

based in Orlando. Saraya joined Hello! Florida in June 2015 as a Sales Coordinator for Team Gaylord. Working with the Gaylord sites convinced her to take on the operations role.

Please join in congratulating Keri Gunther on her promotion to Business Manager at our Vineland Rd. office. Keri assumed the Meetings Manager role in April of 2013 after starting out in staffing at Hello! Florida in 2012. Keri previously held positions in management, marketing and transportation at both Walt Disney World and the Central Florida YMCA before joining the Mears organization in 2012.

ON THE MOVE

We also congratulate Karleen Scarpello, new Senior Meetings Manager. She has extensive experience in marketing, entertainment and event management, including part time in the staffing department with Mears and Hello! Florida. Karleen spent 15 years at Walt Disney World in events and marketing, and also served

as Promotions Manager for three years at Anheuser-Busch Adventure Parks Florida.

20 YEARS

15 YEARS

Mark MillerMotor Coach Operator

Kerri LudwigTransportation Sales & Operations

Manager

Shannon Orme Hello! Florida

Senior Account Executive

30 YEARS

Ken BartelsTaxi Deadline Mechanic

SOARING AT OIA

Rosanna Montalvo

Gus Pimentel

Matilde Vera

Congratulations to Rosanna Montalvo, Gus Pimentel and Matilde Vera for being recognized for their excellent performance at the Orlando International Airport (OIA). By providing outstanding service and going the extra mile for our guests, they have distinguished themselves as exemplary representatives of Orlando International Airport. These team members have contributed to OIA’s reputation as one of the world’s finest airports, and they have represented Mears in a positive manner.

2 MEARS IN MOTION NEWSLETTER • May - June 2017

EMPLOYEE NEWS

10 YEARS 5 YEARS

Edwin AcostaMotor Coach Tire Mechanic

Larry Blanco Motor Coach Operator

James ConnorMotor Coach Operator

Pablo A. Garcia Motor Coach Operator

Donald EdwardsMDS Porter

Betsy Figueroa Motor Coach Operator

Madel Grajales Motor Coach Operator

Salim Khan Motor Coach Operator

Alberto Gallardo Motor Coach Operator

Matt HammonsCCC Service Mechanic

Keith ReaganMotor Coach Operator

George RiveraMotor Coach Operator

William Kanack Motor Coach Operator

Abdel LakhalMotor Coach Operator/

Field Trainer

Rafael Malave Munoz Motor Coach Operator

Henderson RibeiroMotor Coach Operator

Olga VelezMotor Coach Operator

Virginia Velez Motor Coach Operator/

Field Trainer

Matilde Vera

3MEARS IN MOTION NEWSLETTER • May - June 2017

EMPLOYEE NEWS

Motor Coach Manager On Duty Bobby Karim sends KUDOS to Motor Coach Operator Brian Godfrey:

“I want to express kudos to Brian. At the end of his shift, after an already long day, he volunteered his services for a pop-up distressed flight at the airport. Brian also assisted other Operators with the luggage when they got to the resort drop-off area. This was an international flight with tons of luggage. Brian went above and beyond his regular work assignments to accommodate our guests. The airline (Azul Group) was very pleased with his service. Kudos to Brian.”

Director of Client Services Lee Bradley adds:

“Thanks for the positive feedback. This just amplifies my feelings that we have some extraordinary people in our organization and I am very thankful for their service.”

Core Values: Enthusiasm & Efficiency

Joy Fleming, Talent Acquisition Manager, sends KUDOS to Eric Horton and our Information Technology (I/T) team of Chris Denny, Heather Theinert, Mark Turton, Brian Fitt and Andrew Mackhrandilal:

“With overseeing our online application center as well as some of our online employment advertising, I often encounter technical issues and need support. No matter what time or day I call, these I/T professionals have always been available to assist with an immediate response and a cheerful willingness to resolve whatever issues I am dealing with. We are fortunate to have these team members who take pride in their work, give great service, follow up to be sure everything is working properly and make sure the customer (me) is satisfied. Thank you all!”


KUDOS

Jimmy Avila, MDS

Juan Jose Beretervide, MDS

David Bokman, MDS

Robenson Bonnane, MDS

Graig Bordes, MDS

Nicole Brand, MDS

Aracelly Calejo, MDS

Davidson Calixte, MDS

Samantha Casanova, HFL

John Clerico, CCC

Ivan Davila, MDS

Reginald Denmark, MDS

Fihussein Elie, MDS

Luis Gaucin, MDS

Joseph Hocker, CCC

Lloydel Hume, MDS

Joshua Igwe, MDS

Leighton Jaffee, HFL

Emad Kasseri, MDS

Anna Lastimosa, CCC

Leroy Lee, MDS

Susan Leinberger, MDS

Ramon Lopez, MDS

Jean Loriston, MDS

Frantz Lubin, MDS

Rodney Magalhaes, MDS

Robert Marschall, MDS

Fernando Nunez, MDS

Rafael Ortiz, MDS

Belane Pierre, MDS

Bruce Proctor, Jr., MDS

Edgar Reyes, MDS

Demarcus Robinson, MDS

Michael Roeder, MDS

Roberto Romero, MDS

Robyn Russell, HFL

Aaron Scheetz, MDS

Dan Sombelon, MDS

Brayan Tamayo, MDS

Dana Thomas, MDS

Gabriel Torres, MDS

Mark Turton, MDS

Brian Waddell, MDS

Daniel Wapp, MDS

Kaitlyn Webner, HLV

Justin Wilson, MDS

1 YEAR

Motor Coach Operators Ryan Johnson, Rueben Shaw and Sarah Wendeln have served our customers with excellence during their tenure with Mears. Recently our “Mystery Shopper” observed them aboard Disney’s Magical Express (DME). Congratulations to these outstanding individuals for earning a Perfect Shopper Report award!

EXAMPLES OF EXCELLENCE

Ryan Johnson

Rueben Shaw

Sarah Wendeln


EMPLOYEE NEWS


The following skilled Motor Coach Operators qualified for our Spring 2017 Safety Awards banquet by achieving 2000 hours of accident-free driving. 53 drivers qualified for the first time this year, 22 drivers earned their second safety award this year, 25 drivers are three-time recipients, 12 drivers are four-time recipients, 21 drivers are five-time recipients, 11 drivers are six-time recipients, 17 are seven-time recipients, 16 are eight-time recipients, 28 are nine-time recipients, 30 are ten-time recipients, 6 are 11-time recipients, 3 are 12-time recipients and 1 outstanding individual received this safe-driving recognition for the fourteenth time!

14-TIME RECIPIENTSMITH, DAN

12-TIME RECIPIENTSCRAWFORD, DAVIDCZAYA, RICHARDGARCIA, CARMELO

11-TIME RECIPIENTSGALLARDO, ALBERTOGOZALES, JOSE M.JAFFAR, SYEDJEAN-GILLES, ANSONJOACHIM, JONESKANACK, WILLIAM

10-TIME RECIPIENTSBARAN, DANIELBLANCO, LARRYBRINES, BILLCABRERA, JOANDE POFE, DOMINICDIOGENE, FALETHDUCOS, JOSEJADIN, RICHARDJEANBAPTISTE, LIONELLAHENS, ROBERTOLAKHAL, ABDELHADILOPEZ, MARLONLUCKIE, CHRISTOPHER

MALAVE, RAFAELMATOS, HENRYMAXIME, MOISEMEDERO, TITOMOORE, GREGORYNILES, DANIEL A.ORTEGA, BENJAMINPIERRE, JEAN “MARIO”QUIJIJE, ANGELAREARDON, WILLIAMRIBEIRO, HENDERSONRICHARD, LUCNERROCHA, ERNESTOSCHROEDER, PATRICKSHAW, TAMMYSTEEL, ROCKLANDTELSAINT, WILNEL

9-TIME RECIPIENTSADAMS, JAMESALANIZ, GERARDOATKINS, THERESABERMUDEZ, ALEJANDROBROWN, TAMARACALDERON, SOCRATESCASTRO, LUISCOOPER, RAYMONDDEMARQUEZ, MARCELAGAMEZ, MANUELGATLIN, JOSEPH

GUZMAN, WALDEMARLABRANCHE, MARCLASANTA, CARLOSMACLEOD, WILLIAMMcGINTY, ROBERTMEYER, MERRYMONSANTO, NELSONPANTOJA, JAROLPIMENTEL, DAVIDRHYNARD, DAVIDRODRIGUEZ, FELIXRUDINGER, ALVAROSULLIVAN, DAVIDSURUJBALLI, MAHADEOTINOCO, HUGOVARNEY, LARRYWILSON, DERRICK

8-TIME RECIPIENTSALEXANDER, DOMINIQUEBAKER, TIMOTHYCALIXTE, RICHARDDIALLO, KISMETFELIZ, JOSUEGAINEY, GEORGEHENKLE, JACK LEONKARAGINIS, NICHOLASMENDEZ, SANTIAGOORTIZ, USBERTOPAWLIK, GREGORY

RODRIGUEZ, EDWINVALENTIN, FRANCISCOVALLE, JOSEVILCHES, DAVID LWALTON, CECIL

7-TIME RECIPIENTSARD, MICHAELBORELAND, HORACEBOWMAN, ROBERTBUZZELLO, DANIELGAITAN, LUISGERMOSEN, SOBEIDAGULAMHUSSEIN, MOHAMEDHORN, GERYJUST, RICKMAIN, CLIFFORDMALLOZZI, ANTHONYMILLS, JONATHANMONTALVO, GEORGERAYMONVIL, JUNIORRICHARDSON, ROYROACH, LAURELSANTOS, ANGEL

6-TIME RECIPIENTSANDERSON, DAVIDFERNANDEZ, JUANFISCHER, KENNETHHUMMEL, ERIK

Congratulations, Safety Award Winners!


LAWLER, DANIELLOPES, BRADLEYMACK, DAVIDMARTIN, ERICPARKER, ROBERTSMITH, RICHARD H.TURCO, LOIS

5-TIME RECIPIENTSBOOTH, LEVERENZELDIFIORE, MATTHEWGIRALDO, JOSEGUZMAN, ARMANDOHUFF, JALILJACKSON, JESSICAKHAN, SALIMLAFFIEN, MARKLEBRON, ERICMARTINEZ, MARTINMELO, LUISMERCER, LAWRENCEMERRICK, DONALDMOLLAY, JOELNIEVES, EDWINPORTER, RANDOLPHQUETTANT, ROGERQUILES, MICHAELREIGLE, GERALDSESIC, THOMASVELEZ, VIRGINIA

4-TIME RECIPIENTSALLEN, STEVENBRISEUS, FITOCASTERA, JOSECONNOR, JAMESDEJESUS, JULIOGARCIA, EDWIN

HECTOR, JEAN H.HIGGINS, GERALDSADDEDINE, NACIMESMITH, ZETHROSTEVENSON, EXIETORRES, HERMINIO

3-TIME RECIPIENTSBRONSON, ADNES D.CAMACHO, MELISSAFLEURIMA, DJIMMYGEARY, ADRIANGIL, PEDROGIL-GARCIA, GIRGRAJALES, MADELGRIFFIN, MICHAELHUFF, JESSEHUGHES, JAMESIGLESIA, ERICKJIMENEZ, HENRYLECLERC, ALEXANDERLOVEIRA, FRANCISCOMARTIN, HAROLDORESTE, DAVIDSONORTIZ, JOHNROEBKE, BOYDSIMIC, MIODRAG (MICKEY)SMITH, KIMBERLYSMITH, LONNIESPENCER, NATASHATHEBAUD, JEFFERSONVELEZ, OLGAVERNET, GREGORY

2-TIME RECIPIENTSBORRERO, CARLOSBROWN, ROYCARRILLO, THOMAS

CASTANON, LUISCRAVEN, BRADLEYDAVIS, ALVINFISHER, LINDAGODFREY, BRIANGOINS, TASHEIMAIMRISIK, JOSEPHKNISPEL, MICHAELLAROSE, JAMESMARTINEZ, NELSONMENDEZ, RAMONMESSINA, BRIANROULHAC, ROBERTSMITH, THOMASTEXIDOR, WILFREDTHANIS, JEANVAWTER, SCOTTWILLIAMS, KENNETHWOLCHICK, EDWARD

FIRST-TIME RECIPIENTSACREE, GLORIAALTY, REGINELAROCHA, IVANBALDONADO, RANDALLBONILLA, JAIMEBROWN, GARFIELDBUTLER, LORENZOCABIELES, JOSECAHUANA, LUISCAPESTANY, JASONCOLE, ROBERTCOSME, ERICCULLINS, LISADAVIS, SEGUNDESAMOURS, REGUYESTRELLA, LUISFORD, SHANNON

FREEMAN, TOMFREIBERG, ROBERTGARCIA, VINCENTEGEORGES, ELIEGOMEZ, JEANGRIFFIN, BENHAMILTON, ANNETTEHARRIS, JACKIEHOUSTON, EDWARDITANI, AHMADKHAN, RAMZANLALL, GANESHLEE, LEROYLORISTON, JEANLORMIL, JAMESLOVE, THOMAS P.MALOBEKA, KENMARINO, DAVIDMASSARI, MICHAELMUJAHID, MEHMOODMYLES, DARRELLNELSON, RAPUNZELPEYTON, RYANPICO, JOSE P.REYES, IRANRIVERA, GEORGERUBY, ANTHONYSHAW, RUBENTHOMAS, DANATILUS, WILMARCWALLACH, DANISEWALLACH, STEVENWENDELN, SARAHWOODS, TERRYZAPATA, LUISZUPCIC, RON

Congratulations, Safety Award Winners!


Volcano Bay combines the cultures, music and appearance of various Polynesian islands. The 30-acre park centers around Krakatau, a 200-foot volcano that features waterfalls by day and lighted “lava” shows at night. Guests will also enjoy three other themed lands, and wristbands that eliminate long lines at the most popular attractions. The “virtual queuing” system allows visitors to tap a wristband at a totem station to book a return time for the major water slides. The innovative wristband also triggers interactive water jets and lighting effects throughout the park. Best of all, guests at Volcano Bay won’t have to carry bulky rafts up flights of stairs to board the rides.

Krakatau Aqua Coaster mimics the ups and downs of a traditional roller coaster in four-seat inflatable canoe-shaped rafts. The water coaster has various darkened passageways and twists before plunging through a waterfall. At the back of Krakatau Volcano, exhilarating body slides launch with a door opening beneath your feet. Ko’okiri Body Plunge sends riders on a 70-degree fall of 125 feet through the center of the volcano, making it the world’s first water slide to run right through a guest-filled pool.

The second main area is Wave Village, where guests can swim at Waturi Beach, the park’s wave pool. Private cabanas line the sand, and visitors relaxing at The Reef leisure pool can watch their more adventurous friends speeding down the nearby Ko’okiri Body Plunge.

River Village is the park’s third area, which contains the majority of the family attractions, including two multi-passenger raft rides. After braving those, guests can drift down the winding river, which flows through the volcano and into Stargazer’s Cavern. River Village’s other attractions include a toddler play area called Tot Tiki Reef, as well as the three-story water playground Runamukka Reef.

The last of the four areas is Rainforest Village, built for thrill-seekers. If zero-gravity drops are your thing, these rides are for you. On Puihi, guests are enveloped in total darkness before being spouted into a funnel and dropped into the swirling waters below. And for those who love tubing through churning rapids and choppy waves, TeAwa The Fearless River definitely fits the bill.

VOLCANO BAY OPENS MAY 25TH

...CONTINUED FROM PAGE 1


LOCAL NEWS

“I would like to commend Luxury Vehicle Chauffeur Samad Hajjouchi. He was very courteous, patient and a wonderful tour guide for the four of us. I travel frequently and I must say he was the most pleasant driver I’ve ever had. I’ll share with my colleagues the great service provided by your company and well-mannered, courteous drivers.”

Core Values: Enthusiasm & Respect

“Motor Coach Operator Joe Gatlin was absolutely wonderful! We always have good service with your company, but this driver went above and beyond. He was kind, patient, considerate and so helpful. He greeted all the kids and adults gleefully, and was so pleasant. He truly made our day even MORE wonderful with his great demeanor.”

Core Values: Respect & Enthusiasm

“Sales Coordinator Peggy Nance handled Visit Orlando’s Pro Bowl group. She did an excellent job. This group involved departments at Visit Orlando, airport and hotel transfers for VIP clients, dealing with the challenges of the game and the stadium, last-minute changes and challenging requests. One reason that I chose to work with Peggy and Mears on this event is that George Aguel, our CEO, was going to be in attendance. I needed to ensure that it would be as smooth as possible and managed by a seasoned professional. Peggy is that professional and I am grateful. I have worked with her many times over the years. She has always been a pleasure to partner with and does not skip a beat in stressful situations. Peggy is a very valuable asset to your team and to Visit Orlando.”

Core Values: Enthusiasm, Efficiency & Respect

Hello! Arizona Senior Account Executive Brianna Moody, Account Managers Shannon Uribe and Holly Stephens, Creative Services Manager Tressa Rini and Sales Coordinator Corinne Brown:

“HUGE Grateful Thank YOU and KUDOs for the fantastic team of Brianna, Shannon, Corinne, Tressa and Holly on this year’s Microsoft Stores Annual Meeting! From beginning to middle to execution on site, the team was beyond incredible and the partnership was stellar. You’re truly the best partners and team-mates to carry out so many components of such an important event for Microsoft. The attention to detail, creativity, responsiveness, care and passion that the team pours into the efforts for our event is beyond fantastic! The tireless efforts have been appreciated, and yours is the best customer service in the industry. Thank you for all that you do and for all the care that you give to us for our events.”


Senior Account Executive Sarah Barry, (then) Senior Meetings Manager Keri Gunther and Luxury Vehicle Chauffeurs Paul Bronson and Hesham Ellid:

“It was wonderful working with both of you and your extended team. Please pass along our sincere thanks to everyone. Extra thanks to Paul and Hesham for spending the entire time with us, too. We could not have had a successful event without the dedication of you and your staff. Your team’s professionalism and courtesy throughout the week were noted and appreciated by our staff as well as our many attendees. Job well done and we look forward to working with you again when we are back in Orlando.”


Sales Coordinator Gabby Rienzi and Motor Coach Operator Don Merrick:

“I wanted to let you know how pleased we were with our transportation. Our driver, Don, did an excellent job of not only providing our safe journey to the Daytona Beach museum, but also assisting with many details to ensure a pleasant experience. Thank you to you and others in the office who made our contracting process go so smoothly. I look forward to working with you again.”

Core Values: Safety, Enthusiasm & Respect

Sales Coordinator Erin Leonhardt and Motor Coach Operator Sean Morris:

“Thank you so much for working with us! It was a lot of fun! Our driver, Sean, was outstanding. Very friendly and great with the kids – I can’t say enough about him.”

Core Value: Enthusiasm

Hello! Florida Account Manager Kim Davis:

“What can I say about Kim? Gosh, you have a gem there. You can tell how much she cares and the passion she has for her job. She was so invested in the success of my events and was so much fun to work with. Please make sure you recognize her in front of her peers, in a very embarrassing display of gratitude from me!”


Sales Coordinator Aaron Hillman and Motor Coach Operator Felix Nuez Guzman:

“Thank you, Aaron, for your services. Your driver was very professional and kind.”


EXAMPLE OF EXCELLENCE

Motor Coach Operator Jose P. Pico:

“I want to compliment your Disney’s Magical Express staff and make you aware of an incident that occurred. We

were on the coach on our way to the airport when Sarah, my 6-year-old daughter, started complaining about her chest hurting and her throat feeling funny (signs of an allergic reaction). I had given her a drink thinking her throat might be dry and hoped the feeling would go away. After a few minutes, she continued to complain. Sarah had an anaphylactic reaction in September and this sounded very similar. My husband and I gave her Benadryl. Jose, our driver radioed to have EMS meet us at the terminal.

“When we got to the airport, Sarah was assessed by the rescue squad and it was determined best to make a trip to Nemours rather than board our flight. Once everyone got off the coach, Jose came over and checked in on Sarah and wished her a speedy recovery. He did a wonderful job communicating with the dispatcher to make sure that medical staff was standing by.”

Core Values: Safety & Respect


CUSTOMER COMMENTS

Luxury Vehicle Chauffeur Ayman Ellid and Luxury Vehicle Customer Service Agent LaTonya Stevenson:

“I was leaving the Orlando World Center Marriott. It was my good fortune to have Ayman Ellid as my driver. When we arrived at JetBlue in terminal A, it was pretty chaotic. I exited the vehicle as Mr. Ellid retrieved my luggage from the rear of the van. I paid with cash and received a business card type of receipt. I hadn’t realized that I had left my handbag behind in the vehicle. After I got to the check-in counter, I remembered the bag and ran back outside. Mr. Ellid had already gone on his way. I called the telephone number on the receipt and Latonya seemed able to help me. Because I had not called for a reservation, did not have the vehicle number, and had paid with cash, I had little hope of finding my bag before my flight. Latonya took my phone number and told me she would continue to try to find out who the driver was. Shortly thereafter, Mr. Ellid called me and brought my bag back to me. I was extremely happy to get the bag back with my documents and computer. I offered Mr. Ellid a heartfelt reward for his assistance but he would not accept it. He told me he was truly happy that he was able to help me and he once again wished me a good flight. Latonya was very helpful, and I would especially like you to know that Mr. Ellid deserves recognition for his service and professionalism. I assure you that he is a great asset to Mears.”

Core Values: Integrity, Respect & Enthusiasm

“I wanted to email you about an outstanding driver, Luxury Vehicle Chauffeur Sheikh Ali. Our Mears reservation had a mistake and I was going to miss my flight if I had to take the next group shuttle. Sheikh kindly took my friend and me directly to the airport and even used toll roads to get me there on time so I wouldn’t miss my flight. He was great and I appreciate Mears making up for this mistake! We appreciate Sheikh greatly!”

Core Values: Efficiency & Enthusiasm

“I am writing this letter of recommendation on behalf of our driver, Luxury Vehicle Chauffeur Diego Arango.

“Diego drove my family and me to/from the Orlando airport to the Four Seasons while we were on vacation at Disney World. He was friendly, helpful, courteous and responsible. The van was clean and well-kept, as were the booster seats we needed for our two small children. I would be happy to refer him to anyone looking for assistance in the Orlando area.”


Sales Coordinator Peggy Nance and Luxury Vehicle Chauffeurs Gardy Jerome and Danny Rich:

“Thank you very much for all your assistance regarding our recent booking. Please pass on our thanks to our drivers Gardy and Danny; they were both excellent. Very professional and helpful, and the vehicles were perfect, too. Thank you all very much.”


“I am writing to express my sincere gratitude to the Mears company and outstanding Luxury Vehicle Chauffeur Mohamed Jbara. Mohamed was able to return after dropping us off at the airport and get us back to Disney Springs where I had left my wallet at the movie theater.

“Not only did Mohamed drive us safely and efficiently, he delivered us back to the airport in time to catch our flight – with my wallet in hand! He was supremely confident, professional and kind, as I was really freaked out to have lost my wallet, all my money, my jewelry and my credit cards! Mohamed calmly handled the situation, put us at ease, and truly was our hero who saved the day.

“Please put this letter in his file, where I am sure, there are many other letters stating his outstanding nature and work ethic. Your company is fortunate to have Mohamed as a chauffeur. He is an excellent representation of Mears.”

Core Values: Respect, Efficiency, Safety & Enthusiasm

Shuttle Van Drivers Carlos Lucas and Eliezer Lugo:

“Just wanted to let you know how pleased we were with your service. The shuttle vans arrived on time and were clean. The drivers were friendly and helpful, plus your fee was the lowest we had found. We have already referred your company to other travelers. Well done!”


Sales Coordinator Erin Leonhardt and Motor Coach Operators Joe Gatlin, Harold Martin and Moise Maxime:

“Thank you. Best charter service I have ever had. Drivers were marvelous and really seemed to enjoy what they do. Thanks so much! A good time was had by all.”


“I felt compelled to tell you about an experience I had with Luxury Vehicle Chauffeur Alex Hartley. My colleague and I had one of the best experiences from a driver

ever! To put this in perspective, I have more than 2 million miles on American Airlines alone. I travel quite extensively and truly never encountered someone like Alex before. He made us feel comfortable right from the start. The conversation wasn’t forced, it was genuine. He quickly found common ground with us after learning we were from NY. As traffic built heading to the Orlando airport, he quietly made adjustments to our travel plans to keep us on schedule. He even provided some insight into the call letters of the Orlando airport - MCO, which I never knew. By the end of the ride, it felt like we were old friends.

“From now on, whenever we are in the Orlando area, we will only use his services. We already alerted some friends and family in the area as well. When I get back to my office I will make sure our 500+ people know which service to use in Orlando.

“As a manager myself, I understand how often you may hear about complaints. I thought you would like a refreshing email explaining about a wonderful experience some clients had with one of your drivers. An experience that will keep them coming back for more!”

Core Values: Respect, Efficiency & Enthusiasm


CUSTOMER COMMENTS

EXAMPLE OF EXCELLENCE

“Luxury Vehicle Chauffeur Ibrahim Elawamy was our driver and I would like to say thank you for having such welcoming chauffeurs. My business is Fred Astaire Dance Studio and we believe in great customer service. Ibrahim was dressed very well, had a great smile and was very attentive. He answered all our questions and made sure our 14 suitcases were packed. He made sure the temperature was comfortable in the vehicle, gave us water, all this with a genuine smile. Finally, he made sure that we would be taken care of on our return from the cruise.”


Luxury Vehicle Chauffeurs Edgar Ortiz and Roman Torres:

“We had great travel experiences while we were staying at the Four Seasons. Both Edgar and Roman were very accommodating and went above and beyond to ensure our needs were met.”


Hello! Texas Account Executive Debbie Hilliard and Senior Account Manager Elizabeth Macasadia:

“I want to express my gratitude for all of the hard work and patience the two of you had with me. All of the changes and requests that I sent your way were met with such professionalism!”


Travel Industry Coordinator Jose Ulmos, Motor Coach Operators Linda Crosswait, Kismet Diallo, Keith Reagan, Jess Ross and Hello! Florida Field Staffer Michelle Zwieg:

“I want to thank you; your team was awesome! They were perfect, flexible and your coaches were clean and on time. And you and Michelle are great to work with! Thank you very much and if we come back here, we will definitely use your services again.”


Director of Airport Operations, Mike Dutton, writes:

“I received a telephone call from a traveler who was very impressed with OIA Customer Service Agent Rosanna Montalvo and the extent she went to when helping her while she was stranded at OIA.”


Sales Coordinator Peggy Nance and Motor Coach Operators Garfield Brown, Eric Cosme, Robert Parker and Edward Porter:

“We wanted you to know how pleased we were with the Mears coaches and service we received. The coaches were on time and the drivers were very kind and professional. Thank you very much for taking care of setting up the contract for the service. Everything went very well. We appreciate you, Peggy!”


Sales Manager Ortancis Gaines and Hello! Florida Field Staffer Fred Stolar:

“I want to thank you for all your help. Please also pass along my gratitude to Fred who delivered excellent service!”


Contracted Facilities Manager Carl Hobbs:

“Carl was handling the taxis and was so kind and helpful amidst the pouring rain, and our driver was kind and personable. These gestures of kindness did not go unnoticed by our three teenage girls. All of them commented on how nice and helpful the people we encountered were. Thank you most of all for setting the example for our girls. Amidst the world we live in, it is refreshing to see our children experience kindness extended towards them and understand how it feels to receive it. May they now pay it forward!”


Sales Coordinator Aaron Hillman and Motor Coach Operators Jack Henkle and Mark Laffien:

“Our drivers were Rock Stars, and everything went as planned. Both drivers should be recognized as the best of the best; their patience and care of my brother and parents was remarkable. Please make sure they are given some kind of recognition for their service going above and beyond what was needed.

“You have been a pleasure to work with as well. I hope to have the pleasure of working with you again and will always recommend Mears to my clients, as the best.”


EXAMPLES OF EXCELLENCE

“I am writing this email to you in recognition of Luxury Vehicle Chauffeur Joubert Joseph - or as we know him, ‘JJ’.

“Our family booked transportation with Mears to

take us from our hotel to Universal. It was only after walking into Universal that I realized my error. I had paid twice - once by credit card when making the booking and then again in cash when JJ dropped us off. Our family continued on with our day, assuming the money was lost. To our surprise, we were contacted by JJ later that morning. He realized our error and went above and beyond to ensure our money was returned.

“Not only was JJ courteous and friendly to our family when transporting us, he even returned our money to the front desk of our hotel. Such exceptional service is rare and we appreciate the honesty and integrity shown to us by JJ. We will certainly be sharing this experience with our travel agent and will be recommending this service to family and friends. We will not hesitate to use Mears on any future holidays. Please pass along our thanks to JJ.”

Core Values: Integrity & Respect

City Cab Call Center Supervisor Egypt Mendoza and Customer Service Agent Chris Brown:

“I attended a conference and took a ride from the hotel to the airport but unfortunately forgot to get the receipt from the driver. I explained this to Chris when I called your company. A little later Ms. Mendoza sent me the receipt.

“I am truly indebted to her for her prompt service. I had the opportunity to speak to both Chris and Eqypt and was very pleased with their courteous and professional way in dealing with the issue. I think employees like this are what make a company shine, and I hope your company recognizes the contribution they make toward your customers’ faith and feelings of goodwill. I truly wish both of them lots of SUCCESS.”

Core Values: Efficiency, Enthusiasm & Respect


CUSTOMER COMMENTS

Amy Fields, Accounting

Joy Fleming, Talent Acquisition

Colleen Gorman, Hello! Washington D.C.

Rhonda Gregoire, Human Resources

Keri Gunther, Sales

Christy Hornbuckle, Hello! Florida Hollywood

Heather Husom, Hello! Arizona

Julie James, Training & Development

Kraige Jean, Motor Coach Operations

Lynn Pool, Training & Development

David Taitano, Taxi Training

Jim Ungvary, Human Resources

Patrick Wong, MDS Operations

Sunshine Woodyard, Hello! Destination Management

Melissa Zorko, Hello! Las Vegas

Layout & Design by Stephanie Cruz

NEWSLETTER CREDITSPublished bimonthly through the

teamwork of:

Transportation Sales and Operations Manager Arlyn Moore and Motor Coach Operator Rueben Shaw:

“I appreciate your time and effort in setting up the coach for us. You were great and I appreciate everything you did to make our outing a success. Also, Rueben was terrific. Friendly, congenial, a good driver and ensured we were safe. I suspect we will do this again next year, so when we do, I’ll contact you. Please be sure that Reuben gets recognized for his time and professionalism with us.”

Core Values: Respect, Safety & Enthusiasm

Senior Account Executive Sarah Barry and Program Manager Lori Babb:

“Thank you for your part in making it another smooth Sales Conference. I also wanted to share what a pleasure Lori was to work with. She was prompt with any changes, always professional. She does her job very well! We love working with you and your team at Mears.”

Core Values: Efficiency, Enthusiasm & Respect

“Luxury Vehicle Chauffeur Mohamed Ben Saleh was an outstanding driver for us. He made my family’s trip very enjoyable by always being ready and able to pick us up at a moment’s notice. He made sure my elderly mother was cared for with the highest service possible, and checked in with us to see when we might require his services. I would highly recommend him to anyone as an A+ chauffeur.”

Core Values: Enthusiasm, Safety & Respect

Sales Coordinator Erin Leonhardt and Motor Coach Operators Michael Ard, Tasheima Goins, Lonnie Smith and Olga Velez:

“I wanted to thank you and Mears for helping to make our field trip to the farm a very pleasant one! The drivers were kind and the coaches were comfortable. The children especially enjoyed riding on the ‘big bus.’ Please pass this ‘thank you’ memo to our drivers so that they will know that we appreciate all they did for us. Again, thank you so much! We will definitely be using your company next year!”


“Hello! Florida Account Executive Valerie Matalon is always amazing. First time working with Account Manager Jackie Manso – Jackie was phenomenal. Jackie responded to questions immediately. We will work with Hello! Florida again because of Jackie (and Valerie, of course).”


“I want to recognize Motor Coach Operator Pedro Gil for his outstanding service towards Disney’s Magical Express guests and his consideration of our operational needs. Pedro always greets our guests with a smile, pleasant tone and is willing to answer any questions our guests have. Pedro has also repeatedly picked up extra trips to relieve our guests from enduring longer wait times at DME Arrivals, even though his shift was coming to an end. His (famous to me) quote ‘I am happy to help’ and his smile when asked if he could take one more trip are great examples of how Disney and Mears work together towards a common goal. Great job and thank you, Pedro, for your dedication!”


Motor Coach Operator Leverenzel “Popeye” Booth:

“I wanted to share our great experience with your company. ‘Popeye,’ our coach driver, was a fantastic representative of Mears and was excellent in helping us solve a major problem that we (me, really) had created for ourselves.

“On the itinerary, I had put that the group was flying out of Ft. Lauderdale airport, but in reality the group was flying out of Miami airport. Popeye was excellent in dealing with the issue and major time crunch and getting our group safely to the correct airport in time. Thanks very much!”

Core Values: Safety, Efficiency & Enthusiasm

Sales Coordinator Peggy Nance and Luxury Vehicle Chauffeurs Gardy Jerome and William Simpson:

“William and Gardy were outstanding! I had so many people tell me what a great job they did. They both made my life so much easier. If we return next year, we would love to have them back. Thank you for everything!”


“My husband and I were assigned Luxury Vehicle Chauffeur Claudel Paul and could not have been happier. He was a perfect gentleman from the moment he arrived to when he dropped us off at the airport. My husband became very sick with pneumonia and had a lot of fluids on his lungs and heart that had to be removed. I knew what I needed in a perfect driver and Claudel did it all just right. He pulled up to the curb where wheelchairs are used, he had my husband’s door open and the seat back as far as possible (given my husband’s height) and he waited at the airport until we got a skycap to help with luggage and a wheelchair. Excellent service. Please thank Claudel again.”

Core Values: Safety & Respect

Sales Coordinator Erin Leonhardt:

“Thank you so much, Erin! We had a fabulous time again! Several of the students described the coaches as being ‘like a house inside.’ They enjoyed being able to ride the coach while watching a movie. Our students never would have been able to afford to go on this trip if it weren’t for Fred and Kathy Franz and Mears working together to make it happen.”


Senior Account Executive Sarah O’Donnell, Account Manager Nicole Brzostowicz and Sales Coordinator Kayla Borcherding:

“You all did such a fantastic job. Nicole went above and beyond. She was great to work with and very responsive on everything we needed. I truly enjoyed it, and I hope to work with her next year.”



CUSTOMER COMMENTS

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