We deliver the best service for our customers and create relationships built on trust.

Congratulations to Lauren Gleeson, our global winner for Customer Focus for showing care and going the extra mile for our customers’ airline crew when they experienced issues with catering.

Lauren has been with Menzies since May 2004 and is an Operations Supervisor at Melbourne. As a midnight departure time approached for a Qatar freighter travelling to Doha, Lauren was advised that the catering company wasn’t able to supply catering for the flight. To prevent the flight from being cancelled, Lauren drove to the nearest after-hours service station to purchase food and drink, at her own expense, for the crew and the flight was able to depart.

The crew and Qatar management were appreciative of the efforts made by Lauren as she went above and beyond for her customer. As Lauren’s nomination explained, “Lauren is an exemplary Menzies employee that demonstrates the Menzies values daily. Our airline customer recognised Lauren’s special effort, which helped the flight depart and showed care for the health and welfare of their crew. The airline was extremely satisfied with the outcome. Lauren’s actions were also a wonderful example for the other team members on shift.”

Lauren’s reaction highlights her down-to-earth and committed approach to delivering for customers, “Thank you, it’s nice to be recognised with this award. Taking action in this situation is something that I believe anyone else would have done.”

Chris Smith, Cargo Operations Controller, said, “Lauren is a hard- working team member who is committed to achieving positive outcomes for not just the local Melbourne team, but Menzies Aviation globally. This well-deserved award reflects Lauren’s dedication to consistently going above and beyond to provide satisfaction to our customers and I am proud of her for being recognised for that.”