A Summer of Service at Seattle‑Tacoma International
During the summer of 2023, Seattle‑Tacoma International Airport (SEA) answered the surge of visitors drawn to the world’s biggest soccer tournament by expanding its volunteer program. From June 11th through July 8th, the airport’s SEA Ambassador initiative welcomed a new wave of helpers eager to guide travelers through the bustling terminals.
Voices from the Frontlines
The ambassadors took on a range of duties, from offering wayfinding directions to answering travel‑related questions and sharing local tourism tips. Their presence was especially valuable during the tournament’s peak days, when the airport saw an unprecedented influx of passengers seeking both transit and excitement.
Five ambassadors spoke about what the experience meant to them. Addis Kassa, who turned down a paid job to stay involved, described the role as a way to give back. Tim Rasmussen, who discovered the program through the FlySEA app, recalled the satisfaction of steering a mother and daughter onto the light rail. Mari Hagen, a retired social worker, enjoyed conversing with non‑English speakers and offering a friendly smile. Leslie Cisneros appreciated the real‑world customer‑service lessons, while Jasveer Mudhar, a retiree, found joy in assisting an elderly passenger to the correct gate.
Collectively, the volunteers logged more than 2,500 hours over 28 days, adding to a cumulative total of over 4,500 hours when combined with regular staff. Their efforts earned an average shift rating of 4.65 out of 5 and an overall experience score of 4.90, underscoring the high satisfaction among travelers who interacted with the ambassadors.
The program’s impact extended beyond numbers. By connecting visitors with local transit options, cultural insights, and a welcoming presence, the ambassadors helped transform a hectic travel period into a more navigable and pleasant experience. Airport officials say the success has prompted plans to refine and possibly expand the initiative for future events.