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GEM Reagan

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Employee Excellence in Customer Service

Gem of the Year 2013


Greg Locher, Customer Service Agent, US Airways/American Airlines was awarded the 2013 GEM of the Year Award at Reagan National Airport.

What is GEM? GEM means “Going the Extra Mile.” It’s our employee recognition program. It’s more than just lanyards and buttons, it’s about recognizing employees who go over and above their job description to provide exceptional customer service.

This year we had 52 employees from a variety of departments receive nominations for excellence in customer service.  Honorees included employees from the airlines, TSA, Concessions, MWAA, etc.  Greg was presented with the GEM of the Year award at a ceremony among his peers.

Greg was instrumental in creating memorable experiences for the many WW2 veterans as they travelled through DCA participating on Honor Flights to see the WW2 memorial. He coordinated with US Airways staff, MWAA staff, outside entertainers, and even passengers – bringing people to the arriving gate to cheer on the veterans. Witnessing the teary eyes of these veterans shows the impact the program has on these heroes. Greg’s passion, dedication and organization helped to make these experiences not only possible, but memorable for veterans and passengers who observed the arrival/departure.

If you experience good customer service, please help us recognize our employees.  Visit  http://www.mwaa.com/reagan/5393.htm