Flying above and beyond
YWG Goldwings give travellers support
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Hey there, time traveller!
This article was published 11/11/2024 (487 days ago), so information in it may no longer be current.
If you need help at the airport, just search for gold.
Since 1997, the YWG Goldwings have donated their time to welcome and assist travellers and visitors at the Richardson International Airport. The program’s 100-plus volunteers sport black sweaters with gold name tags while providing an added layer of service and support.
“They are the first people that our passengers meet when they come into the airport,” says Lisa-Marie Buccini, manager of brand and passenger experience at the Winnipeg Airports Authority. “It is a very exciting but anxious journey that a lot of our passengers go through, so to see that smiling face makes a big difference.”
MIKAELA MACKENZIE / FREE PRESS
Frank Masi (left) and Pat Walsh volunteer with the YWG Goldwings program at the Richardson International Airport.
Frank Masi joined the Goldwings late last month and already knows he’s found a worthwhile place to serve. An elderly woman walked through the doors during his first shift and he could tell by the look on her face that she was confused.
Masi greeted her and offered his assistance. The woman asked him where a particular ticket counter was and mentioned it was her first time travelling.
“I took her directly to the ticket counter and just the sense of relief she had on her face was worth everything to me,” Masi says. “It’s things like that that make me realize this is such a valuable volunteer program.”
Helping people find the washroom and get a taxi are common requests Goldwings handle, says Pat Walsh, who joined up in 2018. But occasionally people have bigger problems they need help solving.
Walsh remembers the time a woman who was about to leave for a month-long trip realized she had left her cellphone in the taxi she had taken to the airport. With Walsh’s help, the woman contacted the taxi service and got her phone back in time to catch her flight.
Walsh was also there in May 2022 when more than 300 Ukrainians seeking refuge from the war in their home country arrived in Winnipeg on the first of three federal charter flights to Canada.
She chokes up when she remembers that day.
“It was overwhelming to see people who had lost everything landing in a strange country with only the belongings on their back,” Walsh says. “The fear on their faces and (seeing) how distressed and exhausted they were — we tried anything we could to make them feel like it was going to be OK.”
Even when travellers’ problems are mundane in comparison to that, they still appreciate the Goldwings, Buccini says.
“The airport seems to be a place where people still want that human connection and have those questions answered by a person and not just a bot on their phone,” she says. “Having that human connection with their journey gives them that comfort, especially if the travel experience is not very common for them.”
Masi sees himself as a representative of Winnipeg.
“The Goldwings program is an opportunity to leave travellers with a good first impression of our city,” he says. “I think that’s extremely important.”
Walsh, who also volunteers at the zoo and the Leaf at Assiniboine Park, agrees.
“I feel we’re ambassadors for the airport and for our city, and I try to do that in all my volunteer work,” she says. “It’s so easy to focus on the negative and forget about how much good we have.”
If you know a special volunteer, email aaron.epp@freepress.mb.ca.
Aaron Epp reports on business for the Free Press. After freelancing for the paper for a decade, he joined the staff full-time in 2024. Read more about Aaron.
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History
Updated on Tuesday, November 12, 2024 5:28 PM CST: Clarifies volunteers wear black sweaters with gold name tags.