American Airlines Customer Service Agent Shatara Hester, known for her unwavering dedication, is always ready to assist her family, friends, and passengers. Her recent achievement of an “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program is a testament to her commitment. This award is a tribute to employees who provide exceptional customer service to passengers.
As a customer service agent, Hester rebooks passenger flights and assists them in boarding and deplaning flights. February 2025 will mark Hester’s 10th anniversary working at PHL. She holds a degree in Psychology from Penn State University and works the 4 – 10 a.m. shift.
In her nomination of Hester, passenger Meghan Myers stated, “Due to severe weather, our family of nine missed our connecting flight to Italy. After running through the terminal and standing in the customer service line, Shatara took it upon herself to ensure we all got to our destination as soon as possible. While we were unsure of sending some family on different flights, she ensured our comfort in these decisions, and luckily, we only missed one day of our European vacation that otherwise could have fallen apart. She was kind and considerate and made sure we were always okay with the decisions at hand. She was our angel. We need more people like her in this world!”
Hester is known for customer-centrism, prioritizing passenger needs, exceeding expectations, proactive communication, effectiveness, respect, integrity, courage, and teamwork.
“I’m always willing to go above and beyond for everybody,” said Hester. “I love making passengers happy. Positively impacting their trip or vacation is my goal.”
Hester enjoys interacting with her coworkers, who describe her as generous. “Working for American Airlines is like a family,” said Hester. “Whenever we know someone is going through a challenge in life, we all pray for them. When a coworker goes through a milestone in life, we always congratulate them for their accomplishments.”
One of Hester’s most memorable moments at PHL was when her entire department assisted her in preparing her for a performance. With singing talent, Hester was given the opportunity to sing at a wedding. Her work family provided her with encouragement and kind words ahead of the celebration.
Hester's love for Philadelphia is evident, and she hopes to give back to the community by launching a mentorship program for female high school students.
Greece, Bermuda, Mexico, Costa Rica, the Turks and Caicos Islands, Jamaica, and the Dominican Republic are some of the many destinations Hester has loved visiting.
Hester hopes her overall impact while working with passengers is memorable. “I hope to show people that I care,” she said. “I thank Meghan for the nomination. I also thank upper management for being accommodating and appreciating us.”
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.
