Prime Flight Aviation - American Airlines Baggage Service Agent Jeavon Johnson recently received the “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes customer-facing employees who provide direct customer service to passengers.
Johnson has been at PHL for one year and works the 1 - 9:30 p.m. shift. Within his role, he provides customer service for passenger baggage claims and coordinates baggage delivery. He is currently pursuing a degree part-time at Drexel University in computer programming.
“My favorite part is working on lost and found,” said Johnson. “I enjoy reuniting people with their lost luggage. You see that glee of happiness on their face and how grateful they are.”
Johnson is known for demonstrating customer-centrism, prioritizing passenger needs, transcending expectations, proactive communication, effectiveness, respect, and integrity.
In her nomination of Johnson, passenger Vanessa Ferro expressed her appreciation of Johnson for locating her missing luggage. Ferro stated, “Johnson immediately reassured me with a friendly and understanding demeanor. He empathetically apologized for the inconvenience caused and assured me that he would do everything possible to locate my bag. He provided me with a contact number and promised to keep me updated throughout the process. True to his word, he diligently followed up on the search for my bag. He coordinated with the baggage handling team, checked with the gate agents, and made every effort to track down my belongings. Johnson maintained regular communication, offering updates and reassurance along the way. After a few days, he shared that my bag had been found at another airport and would be delivered to my location. He provided me with detailed information about the delivery process and offered assistance with any further concerns or queries I might have. I was immensely grateful for his exceptional customer service. His professionalism, dedication, and personal touch made a significant difference in turning a potentially stressful situation into a positive experience. Thanks to his efforts, I received my bag in a timely manner, allowing me to continue my journey with peace of mind. His outstanding service and commitment to resolving the issue left a lasting impression on me as a customer. American Airlines can be proud to have such a helpful and compassionate representative on their team.”
Johnson is accustomed to the hustle and bustle of the airport environment as he previously lived in New York City. He enjoys taking pictures of the planes and the sky at PHL. He hopes to be an agent of positivity and change in any space he enters. He believes time management is a skill he’s perfected over time. Johnson lives by the motto, "today’s going to be a great day".
A memorable moment Johnson recalls is when he reunited a family based in Canada with their grandmother’s camera, which held sentimental value for the family.
In his free time, Johnson enjoys being a member of his university’s chess club and the Phi Beta Kappa sorority. He is an avid photographer and enjoys traveling to a different city each weekend. Exciting outdoor activities he’s participated in include rock climbing, skydiving, bungee jumping, paragliding, and hot air balloons.
A fun fact about Johnson is that he’s been to 37 countries and 109 islands with his mother, a physician with Doctors without Borders.
“I thank my three supervisors, Paula Grange, Kellie Guy, and Laura Gordon, for training me, teaching me, and giving me an invaluable experience here at PHL,” said Johnson.
The PHL Employee Recognition Program was established by the airport’s Guest Experience (GX) Department. Honorees are nominated by their peers and selected by the GX Council Steering Committee’s Employee Conduct and Recognition Committee. For more information about the program and to nominate an employee, click here.
