Natalie's Everyday Heroes: Mitchell International Airport's traveler's aid volunteers

 

MILWAUKEE (CBS 58) -- Mitchell International Airport recently announced some major growth in 2023.

More than 6,000,000 people flew out of Milwaukee's airport.

With that many passengers, there are bound to be people with travel questions.

And a dedicated group of volunteers is there to help.

In a sea of people coming and going, General Mitchell International Airport is an oasis of calm.

"General Mitchell International Airport, this is Gwen," Gwen Bredeson says, answering the phone. "Ok, how can I help you?"

If there's a question, Bredeson and Carol Ann Kucharski probably have an answer.

"Their luggage. Where their gate is. Where the restrooms are," Bredeson said of the typical questions.

A team of 47 traveler's aid volunteers staffs the information desk at Mitchell with good cheer.

"Have a good day!" Bredeson exclaimed.

And a few hefty binders, full of information. 

"It is our bible," she said.

"The training is very intense and very good. So, by the time you're done, you're pretty confident you can help people," Kucharski said.

And some, like Bredeson, have been at it a long time.

"Next week will be 23 years. There was just an ad in the paper," she said, of how she got her start.

Acting vice chairman, Dave Foster, says the questions can be pretty routine.

"Probably 98% of the people who move through the airport know where they're going and what they're doing but that group we're here for is the people who are uncomfortable. They don't know," Foster said.

Every so often though, a question comes along, and they need to improvise.

"Ah, that was wonderful," Kucharski said.

"We had a family that got off the plane here in Milwaukee, well. They weren't supposed to. They were supposed to go to Chicago," Bredeson said.

The Martinez family, from Venezuela.

"The family came up to our information desk. They did not speak English," Kucharski said.

Still, they knew just what to do.

"So, we ran in the Summerfest store, we got them food, we got them drinks," Bredeson remembered.

They also enlisted the help of Starbucks general manager, Cindy Figueroa, who speaks Spanish.

"It's really important to have them because they know who to look for if they need extra help," Figueroa said.

Figueroa found the family a place to stay through her church, and a new home.

"And they are still in Milwaukee. They love it," Bredeson said.

Foster says it's the little things, too.

"When I come to the end of a shift and I've reunited people with two or three telephones or a wallet or something, that's a good day," he said with a smile.

Or, the unusual.

"And you know, they say you have to take off your shoes to go through security? Well, she had no shoes on at all," Bredeson said of one passenger.

"A woman came up to us and wanted the best German restaurant in Milwaukee," Kucharski remembered.

We asked Foster what's kept this desk going since it started in 1982.

"Being open," he said. "Being not afraid to talk to people. Being willing to help people. I think most of the volunteers I've talked to like helping people."

So any question, big or small, try the information desk. They can help.

"It gives me the sense I'm giving back. And isn't that what it's all about? Being able to give back," Kucharski said.

The airport is always looking for volunteers. For more information, click here. 

If you'd like to nominate an Everyday Hero, send Natalie a message at [email protected]