PHL Teamwork Makes the Dream Work: American Airlines Customer Service Agent Alicia Morgan

American Airlines Customer Service Agent Alicia Morgan was recently recognized in the “Teamwork Makes the Dream Work” category of Philadelphia International Airport’s (PHL) Employee Recognition Program. This distinction acknowledges employees who create a positive guest experience through service and delivery while collaborating with other organizations.   

Alicia MorganMorgan’s job is to meet arriving domestic flights at their gates and prepare the aircrafts for the next departing flight. She answers passenger questions and collaborates with other coworkers to ensure the next flight leaves safely and on-time. She’s been at PHL for 24 years and works from 5:30 a.m. - 2 p.m.   

“My job is a lot of fun,” said Morgan. “My coworkers and I get a chance to travel together. I still enjoy doing this job even after 24 years.  It’s awesome.”   

In his recommendation of Morgan, American Airlines Manager Varughese Kurian stated, “Alicia provides limitless caring. Her contagious smile and approach make every customer feel special.” 

In his nomination of Morgan, American Airlines Manager on Duty Deschamps Etheart stated, “It’s my absolute pleasure to recommend Alicia for the airport’s Employee Recognition program. She is an exceptional agent who exudes excellence, perfection, grace, and class as she elevates the customer’s experience every day. She’s a true depiction of the American Airlines brand. Alicia has received many compliments from her co-workers, customer service managers, and the traveling public. Alicia is also a mentor and a role model to many of her peers who she admires and adores. Her positive attitude to our internal and external customer while resolving day to day challenges with a smile is infectious.”   

At PHL, Morgan is patient and understanding with passengers that do not speak English. She’s naturally kind, appreciative, uplifting, and positive. 

“The most exciting thing for me is coming in to work with my coworkers,” said Morgan. "We have such a nice comradery. We laugh, joke, and argue. It’s a family atmosphere.”   

Throughout her aviation career she’s embodied customer-centrism, teamwork, and transcended passenger expectations.  Her work ethic is effective, respectful, courageous, and filled with integrity.  

Etheart continued, “During the beginning stages of the pandemic, Alicia was a sounding bar for her peers and anyone who wanted to share their thoughts about what they were going through emotionally. She provided a shoulder to lean on. Alicia is known to be a hard-working employee and is always willing to be a helping hand to anyone needing her assistance. Her knowledge and skills related to the job is exemplary and amazes everyone. Alicia has a great attitude and is always looking to get the job done timely and efficiently coupled with her can-do attitude and is always a breath of fresh air. She continues to remain a beloved member of team Philly.”  

Morgan’s coworkers describe her as funny, bubbly, radiant, and articulate. They admire how she handles challenging situations with grace. Over the years she has built strong relationships with many of her peers, business partners and airport community personnel. She’s known for making everyone, including travelers feel valued.  

Within American Airlines, Morgan serves on the committee for hiring new personnel and trains new customer service agents.   

“This experience has been life changing,” said Morgan. “You run into so many different age groups, personalities, and cultures.”  

Morgan’s top four favorite countries to visit include Germany, France, Portugal, and Mexico. She enjoys seeing smiling families on their way to Orlando, Florida’s popular Walt Disney World destination. 

“I love working for American Airlines,” said Morgan. “With this recognition, I don’t look at this just for me because it’s teamwork. This is for our Philly team. It’s for all of us collaborating. I thank everyone collectively.”  

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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Christine Ottow
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Heather Redfern
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