PHL Impression Maker: JetBlue Airways Airport Operations Crewmember Ken Bowen

JetBlue Airways Airport Operations crew member Ken Bowen was named an “Impression Maker” in Philadelphia International Airport’s (PHL) recently launched Employee Recognition Program. The Impression Maker category recognizes employees who provide excellent customer service while working directly with guests.   

Bowen, an eight-year JetBlue Airways employee, has more than 20 years of experience in the aviation industry. His job duties and responsibilities include checking in customers, assisting customers in boarding aircraft, purchasing or rebooking flights, and getting from gate to gate. In addition to his role as an airport operations crewmember, Bowen also works in baggage claim as a Baggage Claim Office ambassador, assisting passengers in locating their luggage. “I love making sure people are reunited with their bags,” he said. “I also do whatever I can to make sure customers are reunited with their lost IDs, passports, or wallets.”   

Teamwork, respect, integrity, customer-centrism are all words that describe Bowen’s work ethic and he is  recognized for the strong impression he makes on everyone he encounters. He was nominated for the Employee Recognition Program by PHL JetBlue Airways General Manager Juan Salmeron, Supervisor Pamela Rivers and fellow Airport Operations Crewmember Vanessa Cheers.  

“Ken does not only offer our customers a positive experience; he also transcends this experience to anyone who comes his way, internally or externally,” said Salmeron. “His customer service skills are invaluable; I thank him for all that he does every day."     

One of Bowen's most memorable moments at PHL was also a historic day for   Philadelphia- when the Eagles won Super Bowl LII . “The customers and workers were glued to the TVs throughout the airport,” he recalled. “Everyone was cheering, and strangers were hugging each other and giving one another high-fives because everyone was elated that we had won!” 

In her nomination, Rivers said, “Before the customer can even get to the counter, Ken is greeting them and assisting. If they are lost, he doesn't just tell them which way to go; he often will go with them to ensure they reach their destination. Ken is known to just about all the other airlines and business partners since he is such a great help. He is a wealth of knowledge to his co-workers and a great asset to this airport and JetBlue Airways.”   

Cheers added, “He has a great personality and works great under stressful situations. I believe Ken represents what the City of Brotherly Love is.”  

Bowen is passionate about the aviation industry and sees himself working for JetBlue Airways for many years to come. He usually starts his day by meditating and lives by the philosophy of "Do unto others as you would have them do unto you." Patience, effective listening, and communication skills are what guide him throughout his workday. “As a team, we share daily tasks and we guide ourselves with the motto, ‘Each one teach one’," he said. “This motto helps all of us here to be able to get the job done effectively.”   

Although the COVID-19 pandemic created an unstable environment for the aviation industry, Bowen and his co-workers found a way to overcome the challenges they faced. “We did not know if we would have jobs to come back to. We never dealt with a COVID-19 airport atmosphere before,” said Bowen. “We overcame by committing to do weekly checkups on each other and using different resources provided to us through JetBlue Airways.”  

Bowen thrives in a social environment where he is constantly interacting with people. “The most meaningful part of my job is being able to help my co-workers and hundreds of customers daily,” he said. “The aviation industry always provides you with a group of diverse people that you get to meet.”  

He added, “What I enjoy most about the airport is knowing that every day I will see something different and encounter people from all different walks of life and tackle new situations. Once you think you have seen it all, something new comes your way.”   

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, click here. 


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Christine Ottow
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Heather Redfern
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