Ambassadors needed now more than ever
Albany International Airport is seeking ambassadors after a lengthy pandemic shutdown and lingering concerns over COVID-19 ground the robust volunteer program to a halt.
Established in 1995 and once numbering 160 ambassadors, Albany’s version was one of the longest-tenured and most active of any airport of its size in the country.
After the coronavirus disruption, the total of airport ambassadors stands at just 52. Many shifts, particularly in the morning, go unfilled as airport volume rises — to about 80 percent of 4,250 average daily travelers before the pandemic.
“Our ambassador program dropped down to zero and we’re slowly building it up again,” said Helen Chadderdon, director of the ambassador program since 1998. “We have a lot of seniors who were concerned about COVID. They took a pause and they’re beginning to return.”
The surge in the omicron variant further depleted the ranks. “Several people told me they were taking more weeks off until this blows over,” she said.
Few are more dedicated than Betty Nash and Paul Cooney.
“I just love it. I enjoy helping people,” said Nash, 84, of Colonie, a retired medical records technician who joined in 2013. She has logged the most ambassador volunteer hours, more than 7,100.
“We like helping out and we’re dedicated to making sure travelers have a good experience at our airport,” said Cooney, 86, of Menands, a retired Albany County engineer. He is the only active ambassador who remains from the inaugural class of 30 in 1995.
Nash, Cooney and their colleagues were honored in December at an annual holiday party at the Desmond Hotel. “Our ambassadors are the public face of the airport,” said Phil Calderone, airport CEO, who presents ambassador lapel pins to mark years of service. “They embody our ideals of providing a friendly, comfortable and relaxed travel experience.”
With their burgundy blazers and friendly smiles, the ambassadors, who are mostly retirees, soothe travelers’ anxieties and answer a wide range of airport questions — from where’s the nearest bathroom to what gate does my flight depart from?
For newcomers to the Capital Region, airport ambassadors make a vital first impression.
Cooney, who possesses a dry wit, has become a master at reading a passenger’s mood, and responding accordingly.
“I’m generally outgoing and friendly and I can tell immediately if the person is someone I can kid with or not,” he said. “Some people don’t want any small talk and I give them just the facts.”
The program’s origin story stems from the early 1990s, when an Albany airport board member flew to the Fort Lauderdale Airport and was impressed by the hospitality of its ambassadors.
Soon, an airport ambassadors program took root in Albany. Their work was critical during the upheaval of a two-year new terminal construction and renovation, completed in 1998.
Ambassadors serve as sort of human way finders, leading tours and providing directions, helpful facts and the most up-to-date airport information.
Nash is a familiar presence at the busiest corridor of the airport, in front of the federal Transportation Security Administration security checkpoint line. She patrols the perimeter of the serpentine queue, making sure passengers are ready to be screened by a TSA agent.
“I’ll make sure they have their ID and boarding pass and let them know they can put everything else away,” she said. “I’ve gotten pretty good at helping people find their ticket on their cellphone.”
Helping alleviate flying anxiety is a common theme.
“People can be really nervous, especially if it’s their first time flying,” said Nash, a widow and mother of two daughters, who works four-hour shifts Wednesday and Thursday, beginning at 8 a.m. She worked more than 480 hours in 2021, the most of any ambassador.
“Betty is friendly, kind, efficient and dedicated,” Chadderdon said. “The passengers love her.”
The hardest shifts to fill are the predawn hours, often the busiest time at the airport.
Chadderdon had an ambassador working the 4 a.m. to 7 a.m. shift, but he is sidelined with knee surgery and she has not yet found a replacement.
New ambassadors, who commit to a weekly shift of two to four hours, receive training and orientation alongside a seasoned ambassador like Cooney.
“If they like to help others, it’s easy to train them,” said Cooney, who was drafted into the U.S. Army in 1957 while studying engineering at Union College. He served as an Army instructor at Fort Benning, Ga., later earned his engineering degree at Union and was a licensed engineer and land surveyor.
After retiring in 1992, he grew bored. He read a brief item in the Times Union mentioning the new ambassador program, applied and joined the first class 27 years ago.
“Helen said I have to stick around for 30 years,” he said. “I don’t see why not.”
Cooney has been around so long he already wore out one of his size 42 long burgundy blazers.
“I was looking kind of crummy after 23 years, so they replaced it,” Cooney said.
In addition to a free uniform, ambassadors get free parking in a covered garage.
“That’s such a big improvement,” Nash said. “When I started, we parked outside and I remember having to clean off my car every time it snowed.”
As part of the airport’s recent rebranding campaign, which included a new logo and website and “Going Places” motto, the ambassadors are getting a makeover.
Burgundy blazers will be replaced by sky blue blazers, sky blue vests and navy slacks to complement the color scheme of the new logo and airport signage. Women will be issued a navy scarf and men will get navy ties.
“Will they be clip-on ties?” Cooney joked. He had gotten used to open-collar shirts and is skeptical of the sky blue hue.
“We’ll get used to it. We’ll look nice,” Nash said.
Nash and Cooney have no plans to hang up their official ambassador’s name tags anytime soon. One of their former colleagues kept going beyond her 90th birthday.
“I’m a people person and I need the camaraderie,” Cooney said.
“As long as I’m healthy, I’ll be there,” Nash said.
Anyone interested in becoming an airport ambassador can contact Chadderdon at hchadderdon@albanyairport.com or 518-242-2231.