Monday, January 17, 2005 Airport volunteers do more than pass out cookies They're a major reason Fort Wayne's airport has been called perhaps the friendliest in the country. By Cindy Larson The Fort Wayne (IN) Journal Gazette Mary Lou Miller and Carolyn Smith are giving Fort Wayne a reputation .and it's a good one. As two of about 70 hospitality hosts at the airport, the group collectively has put Fort Wayne International on the map - and in USA Today. In a November article titled "10 great places to hang out during a layover," the newspaper speculated Fort Wayne might be the friendliest airport in the country. It was even mentioned on a "Live With Regis and Kelly" show. The hospitality hosts have a wide variety of responsibilities, but are best known for giving out cookies to arriving passengers. Judy Lake, who coordinates the volunteers, said they're like goodwill ambassadors, and "Mary Lou and Carolyn are the cream of the crop." The two women were born a day apart, went to school together and have been lifelong friends. "So naturally we'd have to volunteer together," Smith said. They've been with the program since its inception six years ago. They work together every other Wednesday, and Carolyn works every Monday, as well. When planes land, one of the hosts grabs the wicker basket full of pre-packaged Ellison sugar cookies and sets off to greet passengers. Some take a cookie, others decline, but most all of them smile. "The majority of them are really receptive," Miller said. "A lot of the businessmen kind of blow you off." Children generally don't, however. Nor do grateful parents. When the hosts see a family waiting around with restless children, they'll offer wing pins, balloons or balsa wood airplanes - in addition to the ever-popular cookies. On Wednesday last week, Peyton Wright, 3, gladly accepted a cookie from Miller. He was there with his mom, Angela Wright, and his grandma, Lucile McKibbin. "I think it's a great first impression," Angela Wright said of the program. The hospitality hosts go far beyond just passing out cookies, however. They staff an information desk between 8:30 a.m. and 8:30 p.m. weekdays, slightly shorter hours on the weekends. They answer phones, give out flight information, and answer questions about the city. On Wednesday, a passenger was trying to decide whether to cancel his delayed flight and drive to Detroit. He stopped by to ask how long the drive would be. Smith and Miller, both 70, find the work fulfilling. "I enjoy being with people and helping people," Miller said. Of course they've had to deal with a few disgruntled passengers over the years. Smith recalled a day when a harried woman dashed into the airport to catch her flight, which was to leave in 15 minutes. She slammed her rental car keys down and demanded that the volunteers take care of her rental car. "Ma'am, we cannot be responsible for rental cars," Smith said, as the woman disappeared. The woman missed her flight, Smith said with a wry smile. She tracked her down, returned the keys and explained the rental car was her responsibility. The woman told her, "I guess I was a little rude." Most of the time the volunteers deal with people who are more reasonable, but when the weather is bad and flights are delayed, people get upset. "You can kind of talk to them and soothe the savage beast," Miller said. Their stories go way beyond griping passengers, however. One of Miller's favorite sights to behold at the airport is the return of soldiers from overseas reuniting with their families. "It kind of makes your heart pitter-patter," she said. Attached Photo: Hospitality volunteer Mary Lou Miller hands cookies to returning soldiers Todd Spessert, left, and Lauren Higinbotham on Wednesday at Fort Wayne International Airport. The two were returning from duty in Afghanistan with the 221st Ordnance Company.
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