Rafael (left): I’m originally from Brazil but I decided I wanted to make a change. I moved to Canada, studied marketing, and began working in volunteer management. In 2015 I started this role. My father was a pilot and I grew up in smaller airports flying with him. Those experiences make this position very special to me.
Walter (right): When I was young I often travelled a lot, usually as an unaccompanied minor. I actually used to think that flight delays were fun because they gave me more time to explore the airport. After returning to Toronto from a long absence, I became a Welcome Team volunteer, and in 2016, a Coordinator.
Rafael: We have 250 volunteers and we’re hoping to have 300 by the end of the year. We communicate with the team regularly so that they know all about the changes at the airport. We also share any passenger compliments so that the team sees their positive feedback.
Walter: There’s a lot of compliments, too. We’re like the proud parents of this group. It’s moving that a passenger will take the time to write that thank you. It brightens our days when we can share it with the team.
Rafael: We have a diverse group of volunteers. Different ages, ethnicities, professional backgrounds, but everyone on the Welcome Team has a passion for helping people. Our volunteers often get attached to passengers, empathizing with their frustration of missing a connection of losing something, and working to find a solution. It’s moving when I see team members doing so many things just for the joy of being at the airport and helping people.
Walter: I’m motivated every day when I see our team smiling and interacting with passengers. Travel can be stressful and I like to know that I am helping to facilitate those smiles and positive passenger experiences.
Interested in the Welcome Team? Learn more: https://www.torontop...rs/welcometeam/#