Piedmont Airlines Gate Agent Vernique Sapp received the “Impression Maker” award from Philadelphia International Airport’s (PHL) Employee Recognition Program, recognizing her commitment to delivering exceptional customer service in her role.
In her role with Piedmont, Sapp is responsible for coordinating the passenger boarding process, verifying passenger documentation, providing excellent customer service, and ensuring all flights depart safely and on time. She works Mondays, Wednesdays, and Thursdays from 7 am to 1:30 pm and has been at PHL since 2017. Her job has helped Sapp develop strong communication, problem solving and multi-tasking skills. “I've learned how to remain calm and professional in high pressure situations,” she said.
Sapp enjoys working with people and creating positive interactions at the airport. Outside of PHL, Sapp is also involved in supporting individuals with intellectual disabilities.
“The most meaningful part of my job is being able to make a positive difference in someone's travel experience, whether it’s helping a passenger navigate a stressful situation, providing assurance during delays, or simply offering a warm and friendly interaction. I take pride in being a source of support.” she said.
Sapp was nominated by PHL guest Rebekah Carter shared, “Ms. Sapp greeted us at the gate with a warm smile and welcoming spirit. After noticing my husband and I were seated in different rows, she quickly reassigned us to sit together in the exit row. As a former Marine and a registered nurse, we truly appreciated her going above and beyond. Her kindness was inspiring and a reminder to continue giving my best to my patients. We also saw her treat other passengers and colleagues with the same care. Ms. V’s positivity and dedication make a lasting impact, we’re grateful for her and proud to call her part of the Bird Gang.”
Sapp’s co-workers describe her as friendly, team-oriented, customer-focused, and professional. “Working for Piedmont at PHL has been a rewarding experience. The company provides a supportive and team-oriented environment where employees are encouraged to grow, communicate and work together to achieve common goals,” she said.
Sapp believes that as a gate agent it’s crucial to always have a positive attitude. “Treat others with kindness, stay positive, and always lead with patience and understanding. I believe in showing respect to everyone I encounter and doing my best to make a difference and treat others the way you want to be treated. I believe my role has a direct impact on how passengers perceive their overall travel experience at PHL. The way I support passengers can leave a lasting impression.”
“I am grateful for the team environment at PHL,” she added. “Working alongside a group of dedicated and hardworking individuals has helped shape my experience and contributed to my growth in this role.”
The PHL Employee Recognition Program was established by the airport’s Strategy Groups’ Guest Experience (GX) unit. Honorees are nominated by their peers and guests and are selected by the GX Council Steering Committee’s Stakeholder Engagement Committee. For more information about the program and to nominate an employee, click here.
