03:12 AM

“Amazing” airline bag agents named Employees of the Year

If Envoy baggage agents Nicson Exume and Joyvleen Farr hadn’t come to his rescue, David Carver doesn’t think he would have made it to his flight on time this past March. He, his wife, and their seven pieces of luggage were dropped off curbside at Miami International Airport with little time to spare, and they still needed to stop at the airport’s COVID-19 testing site, check their bags in, and get to their departure gate in busy Concourse D. On top of everything else, Carver’s wife had mobility challenges and needed a wheelchair.

Because of Nicson and Joyvleen’s quick thinking, fast feet, and customer-first efforts to successfully get the Carvers on their flight, they were named MIA’s Employees of the Year at the airport’s annual Reward and Recognition Year-End Gala on December 14. They were rewarded with two-night stays at the Loews Coral Gables Hotel and The Gabriel Miami South Beach, and $100 gift cards to local restaurants, thanks to MIA’s partnership with the Greater Miami and the Beaches Hotel Association (GMBHA) and the Greater Miami Convention and Visitors Bureau (GMCVB). The Year-End Gala, held at the MIA Hotel’s Viena Restaurant, also recognized every Employee of the Month winner from 2022.

Nicson saw the Carvers’ desperation that afternoon in March, immediately got a wheelchair for his wife, and found a large luggage trolley for their bags. He then assisted the Carvers all the way to the testing center, then the check-in area, and finally to Envoy’s special assistance area. From there, Joyvleen escorted them through the TSA security checkpoint to the American Airlines Flagship Lounge, where they stayed until departing on their flight on time.

“Nicson is a testament to what customer service should be,” Carver said in an email to MIA’s Customer Service Division after he had arrived at his destination. “He realized that we needed help and guidance, and rather than say ‘well it’s not my role’ and turning his back, he very much stepped forward and gave us his help.”

“Hopefully you will be able to identify these two amazing individuals,” said Carver, who only knew Nicson and Joyvleen’s first names when he wrote his commendation email. “If the rest of the staff at MIA are as helpful, then you run an amazing airport with great customer service. Many thanks to you and all your staff.”

Nicson and Joyvleen were chosen as MIA’s April 2022 Employees of the Month, which made them eligible for the Employee of the Year Award.

If any MIA employee went above and beyond their call of duty to assist you or anyone you know, you can nominate them for exceptional customer service through the airport's Reward & Recognition (R&R) program here.