Case Study
Portland International Airport (PDX) has a unique history with carpet. Its geometric teal design gained a cult following before being replaced with a modernized pattern in 2015. Since 1996, Relay Resources, a nonprofit that cultivates meaningful work for people with disabilities and other barriers, has managed carpet care at PDX.
More than 19 million people flew through PDX in 2019. Near-constant foot traffic and wheeled luggage take a significant toll on carpet over time. For Relay, having reliable carpet care equipment is not optional. Daily maintenance and effective spot removal are essential to keeping one of the country's most recognized airports looking the way travelers expect.
"At Relay Resources, we are committed to making a difference for our customers, employees, and the community," said Tony Diep, Supervisor of Relay Resources. "We engage with willing and able workers who have faced barriers and provide training, employment, and housing to help them lead independent lives."
When the new carpet was installed at PDX in 2015, the carpet manufacturer recommended Whittaker's low-moisture encapsulation system for ongoing maintenance. Relay has relied on Whittaker ever since.
Many of Relay's employees face physical, mental, or developmental disabilities. Finding equipment that is easy to use, lightweight, and reliable was essential. The Smart Care® TRIO meets all three requirements and allows every member of Relay's team to contribute to carpet care effectively.
Relay uses five Smart Care® TRIO 20" machines along with CRYSTAL® spot removal chemistry to maintain the carpet across PDX's terminal on a strict daily schedule.
"Customers frequently take photos of the carpet in the airport, so cleanliness is vital," said Diep. "We follow carpet manufacturer recommendations and adhere to a strict schedule to address all carpeted areas throughout PDX."
The combination of the Smart Care® TRIO's counter-rotating brushes and CRYSTAL® Chemistry allows Relay to remove spots daily and keep the carpet consistently clean across one of the country's busiest passenger environments.
A 2020 Harris Poll by Whittaker confirms that for 52% of U.S. adults, dirty carpet with stains, animal hair, food residue, etc. would negatively impact their perception of an airport. Thus, consistently clean carpet can lead to happier travelers and support PDX’s stellar reputation. PDX has scored the top spot in Travel + Leisure’s annual “World’s Best Awards” seven years in a row.
Relay's employees appreciate that the Smart Care® TRIO machines are easy to use, allow them to clean quickly and effectively, and can be maneuvered into tight spaces. Easy-to-maintain equipment that employees enjoy using improves morale and provides workers with careers they are proud of.
— Tony Diep, Supervisor, Relay Resources
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