Piedmont Airlines Baggage Service Agent Lindsey Pough is known for her hard work. Unsurprisingly, she received an “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. Employees who provide exceptional customer service are recognized with this award.
As a Baggage Service Agent, Pough’s top priority is ensuring passengers are reunited with their luggage. This February will mark her 10th working anniversary at PHL. She typically works the 6 a.m. – 3 p.m. shift.
“The most meaningful part of my job is to be able to impact someone's day positively,” said Pough. “Whether it's solving problems, offering guidance, or simply listening, the satisfaction comes from knowing that you've helped someone feel heard, supported, or valued.”
At PHL, Pough demonstrates values of customer-centrism, prioritizing passenger needs, transcending expectations, proactive communication, effectiveness, respect, and integrity.
In her nomination of Pough, Marianne Fray stated, “When I traveled from Philly to Pittsburgh, I mistakenly forgot to collect my bag at the jet bridge. My bag was unfortunately returned to Philly, and I thought I would be without clothes and toiletries for my overnight business trip to Pittsburgh. Lindsey called me and assured me I would get my bag by the night's end. To my happy surprise, I did receive my bag at my hotel. I am so grateful for the wonderful customer service of Lindsey and the other staff in Philly! I want to celebrate these team members! They saved the day for me.”
Pough admires the aviation industry. “It’s a field that balances cutting-edge technology with human ingenuity, which is always exciting to follow,” she said.
Pough enjoys collaborating with her colleagues to meet their work-duty goals. “Even though we are all in separate terminals, we still work together to ensure that all luggage is reunited with the owner,” she said. “All my coworkers are always willing to help. If someone doesn't have the answer for a passenger, we provide them with the information they need.”
Pough strives to put a smile on people’s faces and does what she can to help someone who is having a bad day.
“I tackle challenges with persistence but also know how to keep things light and not take life too seriously,” said Pough. “It’s a great quality because it helps me stay motivated while also making the process enjoyable for myself and others around me.”
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.
