A model customer experience story from Istanbul Sabiha Gökçen Airport has been crowned with an international award. Corporate Communications Specialist Barış Burak Demirayak, who received praise for his thoughtful response to a lost toy cat belonging to a young passenger, was named “Most Outstanding Frontliner of 2025” in a competition organised by Malaysia Airports Holdings Berhad (MAHB).
The award was presented following evaluations among 40 airports. At a ceremony held at Sama-Sama Hotel in Kuala Lumpur, the award was handed to Barış Burak Demirayak by MAHB Executive Director Dato Izani.
A Toy That Lost Its Way Becomes a Story That Touched a Child’s Heart
The event that led to the award took place in February. A young girl travelling through Sabiha Gökçen Airport lost her favourite toy cat. Her mother shared the incident on social media, and a quick response came from the SAW Care team at the airport. When searches in the lost and found area did not locate the toy, the team took a heartwarming initiative to bring joy to the young traveller.
Led by Corporate Communications Specialist Barış Burak Demirayak, a similar toy cat was sourced and sent to the little girl’s address along with a special note. The note read:
“Dear little traveller, we know your favourite toy has set off on a different journey. But a brand-new friend has been carefully chosen just for you! We hope you’ll share many wonderful adventures together.”
The mother’s thank-you message posted on social media was met with admiration by thousands of users.
A Human-Centred Service Approach Gains International Recognition
In a statement from Sabiha Gökçen Airport, it was emphasised that a human-focused approach that prioritises customer satisfaction is a key element in shaping the airport experience. The statement included the following remarks:
“This commendable action, which shows how attentively our colleague treats every piece of feedback, is also a strong reflection of Sabiha Gökçen’s commitment to delivering high-quality service, achieving outstanding customer satisfaction, and making our airport a place for joyful experiences. We extend our congratulations to our entire team who work with great dedication towards this sustainable goal. We truly believe that, thanks to our employees, every journey becomes a cherished memory.”
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