Transdev Transit Operator Jeannie Gooden believes in understanding and listening to each and every one of the thousands of passengers she meets every year. Her friendly spirit landed her an “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes employees who deliver outstanding customer service to passengers.
Gooden's role as a transit operator is not just a job, but a commitment. She is responsible for picking up and dropping off passengers to and from the airport, holding a Class B commercial driver’s license (CDL) with passenger (P) and student (S) endorsements. Her dedication is further evident in her role as a cadet trainer, where she imparts her knowledge and experience to new employees. She has worked at PHL for over two years on the 3 a.m. – 1 p.m. shift.
Gooden exudes values of customer-centrism, prioritizing passenger needs, transcending expectations, proactive communication, and effectiveness. She and her coworkers utilize several communication methods to inform one another about traffic.
In his nomination of Gooden, passenger Thom Norton stated, “I normally park in the Economy Lot and have never received such a great experience as the one I had this morning with Gooden. Traveling can be very stressful, and she went out of her way to make everyone on the bus feel seen and appreciated. She greeted everyone who came on and had in-depth knowledge of the gates, airlines, and TSA. She helped riders understand how to navigate the airport. She was also patient, kind, and compassionate. I wanted to express much gratitude for how she treated me and all her riders.”
Gooden's love for her job is evident in her every action. She finds joy in her work, especially in the interactions with her passengers. “I enjoy working at the airport,” she said. “I appreciate the opportunities for growth. Receiving recognition from passengers is the most meaningful part of my job. My goal is to make their day and ensure a pleasant ride. It brings joy to my heart.”
“I hope that all passengers enjoy their trips, especially families,” said Gooden. “I know many families may feel overwhelmed, but I hope they can all find ease and make long-lasting memories with their kids.”
Gooden lives by the saying, “Keep moving forward, know that the hard times will pass.”
Growing up, Gooden enjoyed seeing planes take off at PHL, an experience she now enjoys with her kids.
This holiday season, Gooden recommends that visitors stop by Christmas Village at Philadelphia’s City Hall and the Macy's Christmas Light Show. She loves seeing the airport landscaping decorated with holiday decorations.
“I appreciate the airport for recognizing employees,” said Gooden. “This is the first time I’ve ever felt appreciated at a job. I would also like to give a shout-out to all airport employees. I thank all the drivers and all employees who give passengers exceptional customer service.”
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.
