Employee Excellence in Customer Service

Going the Extra Mile

gem logoCustomer Service is our number one priority at Reagan National Airport.  To ensure our employees are providing the best experience possible, we have a customer service employee recognition program called "GEM" or "Going the Extra Mile."  We need your help recognizing those employees who "Go the Extra Mile" to make your travel experience great. If you would like to share your wonderful experience with an employee, please nominate them for recognition through our GEM program.



GEM Recognition Program Guidelines

  • All badged employees are eligible (Airline, TSA, Airports Authority, etc)
  • GEM nominees must have “Gone the Extra Mile” for a customer service reason.
  • All nominations should be complete and legible with full detailed information warranting the nomination.
  • Incomplete nominations may not be considered.

Nominate an airport employee using the online webform


Recent GEM Award Recipients

Ronald Reagan National Airport is proud to recognize its recent GEM (Going The Extra Mile) award recipients for excellent customer service.



Lobe Martin

Relieving customer stress and help them find their way

Lobe Martin, 5 Star U Street Parking
Ever lost your parking ticket when trying to exit a garage? This great employee saved the day for a few of our passengers.


Helping customer find their way

Edward Bowen (TAPS Taxicab Dispatch) 
Every been lost and having trouble finding transport? Read about how Edward Bowen helps group of passengers find their way. 

Photo of Officer Byers

A concerned parent finds a caring employee

Officer Kenneth Byers (MWAA Police)

Ever worry about your child traveling alone? What if they had special needs? Read how Officer Kenneth Byers helped both mother and daughter.