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.



Photo of Joy

Helping a customer track down a desired souvenir

Joy Mallek, (Marketplace Development)
Ever see an item in a store and later regret not buying it? Read how Joy Mallek helped a customer find a souvenir for their treasured collection. 


The happy customer reunited with his wallet

Alan Davis (Travelers Aid)
Ever lost a wallet during your flight? Read about how Alan Davis and the Reagan National team helped save the day in a last minute run for a passenger's wallet.