British Airways Customer Service Agent Yasmine Cobb 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.
As a customer service agent, Cobb is responsible for checking in passengers, assisting them to depart, and works in the British Airways Lounge. She works part-time from 3–7 p.m. and has been at PHL for over one year. She holds an Associate's degree in Human Services from Harkum College and is certified in CPR and First Aid.
Cobb starts her day by staying hydrated with two glasses of water. She also enjoys journaling and spending time with her dog in her backyard. As a child, Cobb dreamed of becoming an actress or flight attendant. She recently starred in two independent films and a play in New York City. “I feel like I’m at a point in my life where I’m kind of getting close to my dreams,” said Cobb.
While working, Cobb demonstrates values of customer-centrism, teamwork, transcending expectations, effectiveness, proactive communication, respect, and integrity.
In her nomination of Cobb, one passenger stated, “My husband and I have not traveled since the pandemic hit, and this was our first time at an airport. We were celebrating our 40th wedding anniversary, which had been deferred by three years! As a frequent traveler, this getting back in the game was causing some concern. Ms. Cobb greeted us with such true warmth and respect! She made the first part of going to the airport seem easy and pleasant. When it was time to check in, Ms. Cobb worked the desk. She remembered us and was extremely friendly again. She engaged us in conversation and answered my question about the seat selection with clarity and understanding. Just meet Ms. Cobb, and you will easily feel her warm smile and genuine way of working with people!”
The most meaningful part of Cobb’s job is the relationship she builds with passengers. She recalls assisting a mother with her four-year-old daughter when they arrived from London. Cobb was friendly and impacted the four-year-old so much that she remembered Cobb when they were departing Philadelphia a few weeks later. “Sometimes I sit by our British Airways departure gate, and I just watch the planes take off,” said Cobb. “It makes me think about my childhood. That child reminds me of me and my mother. We would travel everywhere together.”
Cobb is always excited to learn where passengers are traveling. She also enjoys working with her colleagues. “We collaborate easily,” she said. “I’ve been here for a year and they make it easy to work together. Anytime I have a question, my coworkers are always willing to help. We’re like a family. I love that we’re a small group. We hang out outside of work. They came to my birthday party.”
A quote that Cobb lives by is one by author Maya Angelou: “‘I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.’”
Cobb’s is known for being energetic, bubbly, excitable, and funny. “At work, I want to bring happiness to people,” she said. “People talk about how happy I am. I love it when we’re laughing and engaging. I like for passengers to see that we like it here. We like what we do. Laughing is transferrable. You smiling makes me smile.”
Cobb is excited to continue following the path of her dreams. She’s passionate about customer service and believes it’s a language and an experience that can make someone’s day. “British Airways is a great company to work for,” said Cobb. “They gave me a shot. I’m new to this experience. When I interviewed, I was nervous, but I knew my personality could get me this job.”
Cobb thanks the couple who wrote to the airport and her supervisors and coworkers, as she believes they all deserve acknowledgment. “I also thank Margarita Thomas for inspiring me,” said Cobb. “I saw her photo up on the screens in the airport. I knew I wanted that to be me one day. I also thank my mom and God.”
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.
