PHL Impression Makers: Frontier Airlines Customer Service Agent Nicola Hanberry

Frontier Airlines Customer Service Agent Nicola Hanberry recently received the “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes customer-facing employees who provide direct customer service to passengers.    

NicolaHanberry  controls the ticketing lobby by directing passengers and reminding them to have their IDs ready, signed passports, boarding passes, and proper documentation for international destinations. In addition, she routinely queues the line and sets the stanchions all while interacting with passengers. She has been at PHL for over eight years and works the 3– 9:30 a.m. shift.  

Coworkers describe Hanberry as a kind, lovely, and caring employee. She embodies customer-centrism and transcends passenger expectations.  

In her nomination of Hanberry, Frontier Airlines passenger Gwen Coughlin stated, “I want to extend my sincere thanks and huge appreciation to Frontier’s associate Nicola Hanberry. I arrived at Frontier Airlines gate on November 1 at approximately 3:50 a.m. with a departure flight of 5:30 a.m. to Orlando, FL. That early in the morning, Nicola was smiling, patient, friendly, and multi-tasking with several customers needing assistance with their ticket information. Wow! She was refreshing and such a wonderful start to our journey ahead! Anyone can tell she enjoys her job! Thank you for employing such wonderful staff, especially Nicola!”  

Hanberry enjoys interacting with passengers daily. Her goal is to turn their negative day into a positive one.   

“It’s rewarding to hear compliments from passengers,” said Hanberry. “The feedback I get from passengers and employees is wonderful. I enjoy that it’s like an accolade. It makes you build on and stay positive.”  

Hanberry enjoys learning new things from her colleagues, and they also enjoy learning from her and respect her experience in the industry. In addition, she loves baking and enjoys bringing baked goods to share with Frontier staff.    

In his recommendation of Hanberry, Frontier Airlines Customer Service Manager Brian Gillin stated, “Nicola is dedicated to her job. She’s had perfect attendance for about five years. She brings a lot to the table from her experience with different airlines, professionalism, and expertise. She always has a positive attitude. We have 2,000 passengers coming in the morning, and she ensures they have a great experience. She’s the first employee they see. We’re very fortunate to have her representing the Frontier team. We enjoy her positivity.”   

Throughout the years, Hanberry has gained work experience in the travel, insurance, governmental, counseling, and aviation industries. She holds a degree in Psychology and Sociology from Lincoln University.  She enjoys traveling, sewing, and participating in her local family center in her free time.  

“I believe in being good at what you do,” said Hanberry. “There’s so much positivity in each day. It could be the same format, but something nice and different will happen. I’ve enjoyed seeing Frontier Airlines expand and offer new routes at PHL. I want to thank all my coworkers, Brian Gillin, Lakeisha Smith, and everyone in operations, for always being so nice.” 

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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