Fourteen SEPTA employees were honored on Wednesday, May 21, 2025 at SEPTA’s 2024 GM Customer Service Awards for their exceptional customer service.
From helping to carry a stroller to assisting passengers during a medical emergency—these employees from across divisions were recognized for the ways they come through for our SEPTA customers.
How our riders and non-riders view SEPTA is shaped in large part by interactions with our employees. We focus on delivering a safe, reliable, and efficient transit experience to our customers but the extra kindnesses go far in how a customer feels cared for during their ride. Each of these employees contributed to that in their own way—see for yourself by reading below.
Richard Arnold | Bus Operator
Richard has been working for SEPTA for 36 years. He was driving the Route 77 bus when he pulled up to the stop at Glenside Avenue and Easton Road. Richard earned a commendation for allowing a customer to cross the street and catch the bus—ensuring she could make it to her doctor’s appointment on time.
“I waved to the bus—hoping the driver would wait for me. I was so appreciative that the driver waited. I thanked him over and over,” the customer shared in her commendation.
Antoine Baskerville | Sub-El Train Operator
Antoine celebrated two years of service in March of this year but his savvy care for his customers is beyond his years. A woman sitting in the first car on the L was approached by a male passenger exhibiting unusual behavior. She was unsure of whether to get off at the next stop but Antoine caught her attention and alerted her to exit the train.
“I was so thankful for Antoine—knowing he had my safety in mind when he could have only focused on operating the subway train,” she said in her commendation.
Robert Barclay Sr. | Conductor/Engineer Trainee
Robert’s first year at SEPTA has been marked by his outstanding commitment to helping his passengers—even at his own expense. A rider on the West Trenton Line had fallen asleep, missed their stop, and their phone had died. Robert though—went the extra mile(s). He drove that passenger to their vehicle at Langhorne station all the way from West Trenton Station. He even drove home a seperate passenger in the area who’s ride had not shown up.
“It’s nice to know that there are such good people in this world,” said the first stranded passenger in their commendation. Well done Robert!
April Hart | Bus Operator
April celebrates three full decades of service at SEPTA in 2025. In her career she’s built the composure to stay collected and advocated for her riders. When there was a drunk passenger attempting to frighten another passenger’s service animal—April explained to the drunk passenger that he needed to stay in his seat and not disrupt his fellow riders. The passenger remained seated and the situation was handled.
“The driver handled it PERFECTLY and I really appreciate her standing up for us and the skill she exhibited to deescalate the situation,” shared April’s passenger in her commendation.
Robin Hayes | Assistant Director of Railroad Service
Korey Terry | Assistant Director of Railroad Service
Robin a 15-year SEPTA veteran and Korey—who will celebrate 25 years of service in August—showed the utmost care to a passenger experiencing a medical emergency on a Regional Rail platform. A customer passed out on the train platform—hitting her head and twisting her ankle. Robin and Korey attended to her on the scene, called a medical team, and waited with her until the team arrived. Later Korey came back and checked on her, helping her board the train, and letting the conductor know what had happened so he could keep an eye on her during her trip.
The passenger later commended Korey and Robin for how professional and caring they were.
Thomas Hawkins Sr. | Transportation Manager
Thomas’ 24 years at SEPTA are exemplified by the familiarity he has with his customers and the friendliness he exudes when speaking with them. One commendation testified to how Thomas helps passengers young and old without hesitation. He always knows who they are and what trolley they catch.
“Each day as I arrive at 13th Street—he greets each person with a smile on his face saying, ‘Hello’ and ‘How was your day,'” wrote one passenger in their commendation.
Jesse Hunley | Bus Operator
Jesse just crossed the 10-year mark in his SEPTA Career earlier in May. Jesse drives along the Mann Loop and is “the man” dishing out info on the venue, that night’s performers, directions on how to exit and catch the bus at the end of the night. He “keeps all of us little ducklings in a row” according to one passenger.
“No matter what profession he was in—he is the type of person who has the power to influence one’s perception of the customer service of an organization. SEPTA is lucky to have him as an employee,” they wrote.
Keith Lomax | Surface Train Operator
Loveymaiyon McIntosh | Transportation Manager
Keith Lomax has served three years at SEPTA and Loveymaiyon has worked for SEPTA for 12 years. Both Keith and Loveymaiyon were instrumental in returning a lost phone to a passenger. That passenger lost their phone on the LUCY (Loop through University City) and only realized it was missing a day later. Loveymaiyon found the phone and called the owner to arrange for them to pick it up. Upon learning that the phone’s owner lived in far away and they did not drive—they arranged for Keith to drop it off at the owner’s work.
“I want to make sure these individuals receive the thank you they deserve for going above and beyond to assist me with my lost phone. I truly appreciate their assistance! They made a difficult situation easy,” wrote the owner.
Michael Meriweather | Bus Operator
Michael is another new SEPTA employee celebrating his first full year of service at the Authority on April 1. His professionalism in that time has impressed his riders. When a tree lighting ceremony in December caused detours along his route—Michael kept his passengers informed, appraising them of major traffic jams, and an accident causing further delays. He also calmly listened to other passengers’ grievances and made them feel heard.
“I’ve been riding PTC/SEPTA for over 55 years and NEVER experienced such a respectful driver. SEPTA truly hired a gem and a vital asset to your company,” one passenger wrote.
Matthew Sampson | Customer Service Specialist
Matthew has worked for SEPTA for two years and always has the customer at the front of his mind. When he saw a woman struggling to take a stroller down the steps—Matthew stepped in when no else would and help her carry it into the station. And when another passenger needed directions— Matthew got off at 13th Street Station with her, walked her to her train, helped her purchase a ticket, and carried her luggage down to the platform.
“I was truly happy he was there because no one tried to help me. I am truly thankful there are still kind people out there,” said the passenger with the stroller. Excellent job Matthew!
Two additional honorees were instrumental in setting up the awards ceremony so that our employees could be properly honored for their commitment to our customers.
Nannette Harrington | Executive Assistant I
Nannette has worked for SEPTA for 11 years and we are all the better that she is with us. As Chair of the Hospitality Committee she lends her organizational skills and thoughtfulness to SEPTAcular’s programs and events. Thank you Nanette for your tireless efforts, passion, and enthusiasm for delivering exceptional experiences.
Susan Fluck-Schirg | Administrative Assistant I
Susan also celebrated 11 years at SEPTA this year. As part of the Recognition Committee—Susan helps create impactful programs to highlight and honor our colleagues such as “Transportation District of the Year,” “Shop of the Year,” and the annual virtual graduation celebration. Her commitment, creativity, and teamwork are vital to SEPTAcular’s success.
Congratulations to all of our honorees! We thank you for everything you do for our customers and for the Authority.
Since 2006 the GM Customer Service Awards have honored our employees that go above and beyond to deliver an outstanding customer service experience