PHL Impression-Makers: British Airways Customer Service Agent Margarita Thomas

British Airways Customer Service Agent Margarita Thomas 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.    

MargaritaAs a full-time customer service agent, Thomas is responsible for checking in British Airways passengers, assisting them with baggage claims and rebooking flights. Prior to joining British Airways, Thomas gained over 18 years of customer service experience in aviation working for two other airlines.   

“You have to love to work with people and be able to help,” said Thomas. “Assisting passengers makes me feel accomplished.”   

In his nomination of Thomas, British Airways Regional Director Michael Murray shared a letter from a customer who detailed his appreciation of Thomas for her ability to rebook his flight to the United Kingdom. She did it in time for him to be reunited with his ill mother before she passed away.  

Murray stated, “Margarita has been working for British Airways for 15 years and always goes the extra mile.” 

Thomas is friendly, does her job well, and regularly receives praise from passengers who appreciate her assistance. She takes pride in her Mexican culture and loves learning about different cultures as well.  

“I’m diligent and dedicated to my work,” said Thomas. I take pride in it. It’s rewarding in the end. We carry 250 people every flight, that’s an accomplishment. I like to get along with people. When I talk to customers, I’m always respectful and welcoming because most of them only come once so it’s important to give them a good experience. I greet them with a happy face and open arms.”   

Most of Thomas’s relatives live in Seattle, and she feels as though her work family is her extended family. “We try to make it enjoyable,” said Thomas. Everyone has a job to do to make sure the planes depart on time. All my coworkers have something to offer.”   

Living in the suburbs of Philadelphia gives Thomas and her family the best of both worlds. They enjoy nature in the suburbs and eat at their favorite restaurants in Philadelphia.    

Thomas and her family enjoy the benefit of complimentary flight benefits, traveling to Cape Town, Athens, and Paris, among other destinations. One of her most memorable moments was receiving a piece of the British Airways 747 Boeing double-decker airplane before it was retired.  

Years ago, when passengers gave gold tickets to British Airways employees for excellence in customer service, Margarita received so many tickets, her employer sent her to London for an all-expenses paid trip. 

Thomas enjoys learning something new every day in the aviation industry. She’s always ready to tackle any challenge that comes her way in her fast-paced work environment.  

“I believe that good employees will bring good customers,” said Thomas. “Give me a job and you know that the job is going to be done. Working hard has a good reward in the end. I want to instill that in my kids.”   

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.     


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