Prime Flight Aviation - American Airlines Baggage Service Agent Wayne McGlotten recently received the “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes employees who provide direct customer service to passengers.    

As a baggage service agent, McGlotten assists guests with lost, delayed, or damaged luggage. He is an acting supervisor, leading his team to provide excellent customer service to guests, and a founding member and shop steward of Union 32BJ SEIU. He's been at PHL for eight years and typically works from 2- 10:30 p.m.  

“Customer service is the most meaningful part of my job,” said McGlotten. “Being able to help people at the end of the day feels good. Knowing that I’ve helped someone and made their experience better is important to me.” 

He believes in treating everyone with the utmost respect. “I treat everyone the way I want my mother or grandmother to be treated,” he said. “I believe people should treat janitors the same way they would treat CEOs.” 

McGlotten demonstrates values of customer-centrism, respect, integrity, effectiveness, proactive communication, and transcending expectations.  

In her nomination, passenger Emily Olle stated, “This was my first ever experience at PHL, and I ended up having to stay the night at a nearby hotel so I could fly out early the next morning. When I exited the plane, I went to the nearest customer service desk to get my voucher and shuttle to the hotel. I saw a baggage service office, Wayne McGlotten sitting behind the counter. Desperate for help, I approached him and explained to him my situation. He saw how overwhelmed and upset I was, so he asked me for my flight information and a few more questions. Within 10 minutes, he had already given me my confirmation of the hotel, a food voucher, and directions to get to the shuttles! He was calm, his attitude was positive, and he was kind and extremely helpful! It was like he instantly knew what to do, and I wasn’t even sure I was in the right spot for help, but he did exactly what I was hoping for when nobody else could. He knows how to meet a customer’s needs, and I was grateful when I ran into him. I was completely satisfied with my experience, and he changed my mood within minutes, just as a great worker should do! Wayne should be recognized for his amazing customer service. Thanks to Wayne, I had to get his supervisor’s information to mention this incredible experience. We need more workers like Wayne in the world! Great job Wayne!” 

McGlotten is passionate about his job and has been nicknamed “Above and Beyond” by his coworkers. “I have a good team,” he said. “I appreciate their professionalism.”   

McGlotten has loved the airport since he was a child, including returning to Philadelphia after long trips out of town. In his free time, he enjoys spending time with his grandkids.  

“I would like to thank Emily for nominating me for this award,” said McGlotten. “I also thank Alton Campbell, Shenine Farmer, the Prime Flight management team, and the team I work with.”  

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.