Prime Flight Aviation - American Airlines Baggage Service Agent Tamra Nickerson 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.
As a baggage service agent, Nickerson collects all lost items from American Airlines drop boxes, brings them to her office, processes them, and matches them with passengers. “I try hard to reunite passengers with their lost items,” she said. “I go above and beyond.”
Nickerson works a 10-hour shift, 8 a.m.– 7 p.m., Friday through Sunday, and has been at PHL for seven years. She begins each day by first thanking God for allowing her to see another day, then indulges in her mandatory cup of tea with a splash of milk.
While on the job, Nickerson is known for customer-centrism, prioritizing passenger needs, transcending expectations, proactive communication, effectiveness, respect, and integrity.
Earlier the year, passengers Dr. Kermit P. Crowder and Mrs. Rhonda Crowder wrote about their experience with Nickerson involving their lost luggage, stating, “We finally had a breakthrough when we were provided a local number to PHL’s central baggage office where we spoke with Ms. Tamra Nickerson and shared our ordeal. She was empathetic and professional. She listened attentively without a rush to judgment. Not only did she listen, but she sprang into action immediately and located our missing garment bag! Ms. Nickerson confirmed that the bag was ours and assured us that our bag would be on the next flight to LAX. While we thank Ms. Nickerson profusely, we hope and request that your department will take the opportunity to highlight, applaud, and reward Ms. Nickerson for her outstanding efforts that far surpassed our expectations. Because of her outstanding customer service, she restored our confidence in booking future travel.”
The most meaningful part for Nickerson is seeing passengers satisfied with the customer service they received. “I want to ensure they feel like I did everything I could to help them,” she said.
Nickerson loves knowing that PHL, being a global gateway to the world, brings people worldwide to the City of Brotherly Love and Sisterly Affection. “It’s the diversity for me,” she said. “You see so many different people. You never know who you’re going to run into.”
Throughout the years, Nickerson has been able to sharpen her skills. “I’ve learned how to elevate the passenger experience when it comes to customer service,” she said. “Putting myself in a passenger’s shoes has helped me greatly.”
Nickerson's relationship with her colleagues at PHL is one of family. “We come together, brainstorm different ideas, and take it to our supervisors, who take it to management,” she said.
"Love yourself” and “Treat people how you want to be treated” are two quotes Nickerson lives by each day. When not at work, she enjoys spending all her free time with her children and grandchildren.
Nickerson enjoys the Thanksgiving holiday as it warms her heart to see college students reunite with their parents.
“I hope overall that passengers feel that they are receiving the highest level of customer service,” said Nickerson. “Behind the scenes, we try hard to reunite passengers with their items. I appreciate it when passengers are understanding. The airport is a really great place to work.”
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.
