Unifi Customer Service Agent Shares the Joys and Challenges of Caring for Passengers

Michelle McPeters is a Unifi Customer Service Representative in Akron. Growing up, Michelle always had a fascination with airports.

“As a child, I always wanted to work at the airport. But as life unfolded, I went to college, had a family and a career in a completely different field.”

After the COVID-19 pandemic, Michelle decided it was time to pursue a job that truly made her happy. “I told myself, I want a job that is fun and enjoyable and airports have always made me happy. So I signed up online for airport job notifications and decided to apply when the right job came along.”

In August 2022, that opportunity arrived, and Michelle began her new role with Unifi.

“It’s a lot more than I ever imagined,” she admits. From a passenger’s perspective, it might seem like a plane simply arrives, people board, and the flight takes off, but Michelle quickly learned there’s a world of unseen activity behind the scenes. “It looks so simple when you’re traveling, but there’s so much more that goes into making it happen. The rules, regulations, time constraints, and how it takes so many people working together,” she says.

“You don’t see all the safety checks, load planning for weight and balance, marshalling the aircraft, and everything else that has to be done before a flight can take off when you’re the passenger.”

And it’s the opportunity to connect with passengers that Michelle loves most about her job. “Working at a smaller airport we have a lot of repeat customers traveling for work. I always enjoy hearing about where they’re going—whether it’s a honeymoon, vacation, or just work travel.”

Michelle’s sincerity, and dedication to customer service have left a lasting impression on many passengers. “One time, I had to rebook someone on a flight the next day. I did my best to get the passenger on her way as early as possible, and the next day, when I went to the gate podium, there was an iced coffee and muffin waiting for me with a note that said, ‘Thank you, Michelle.’”

Michelle says it always feels good to help travelers and their gratitude is appreciated.

Another moment that truly demonstrated Michelle’s empathy still has her team members talking.

“About a year ago, I had a woman in her 60s stranded at the airport after several flight delays, and eventually, a cancellation. The airline was going to reimburse her for a hotel stay, but she didn’t have any money to cover it up front," says Michelle. "I called her daughter, who paid for the hotel, and then drove her to the hotel myself to make sure she would get in the room.  By the time I dropped her off, it was 2:30 a.m. I made sure she got into her room, had a meal voucher for breakfast, and knew the hotel shuttle would take her back to the airport in the morning.”

While there are rewarding moments like those there are plenty of challenges.

“It’s always hard when flights are delayed or canceled because passengers can take it out on you when things go wrong. Ninety-five percent of the time, we can find a solution to get them to their destination but when it’s weather-related, we can’t control it,” says Michelle. “So, we let them vent, and nine out of ten times, they recognize it’s not your fault.”

Michelle is grateful for the team she works with, including her supervisor. “She’s one of those people who, if you do something wrong, she’ll call you out and you won’t make that mistake again. But if you do something well, she’s the first to compliment you. We’re a good team—we get the job done and do our part.”

For those considering a career in customer service at an airport, Michelle offers this advice: “You need to have a lot of patience. There’s a lot of knowledge and information you need to learn, so you must put in the work. You also need to be a people person, and not take things personally,” she adds. “You have to be open to being corrected and willing to learn.”

As she navigates the busy world of airport customer service, Michelle McPeters has found fulfillment in a role that combines her passion for the airport with her dedication to helping others.

And for her, that’s more than enough.