Antoinette Jeffries has volunteered at Reagan National Airport’s information desk since 1987, assisting travelers navigating the busy terminal and often encountering stories as varied as the passengers themselves. Now 79 years old, Jeffries’s role has evolved into a decades-long commitment fueled by the unpredictable nature of the job and her desire to help others.

Originally from Portsmouth, Virginia, and a Howard University graduate in mathematics, Jeffries began volunteering after attending an information session on a whim. At the time, she was employed at the Agriculture Department but found the flexible schedule offered by Travelers Aid International, the nonprofit that coordinates airport volunteers, compatible with her commitments. Now retired and residing in Upper Marlboro, Maryland, Jeffries typically volunteers most Saturdays, often engaging with more than 100 people during a single shift.

Her responsibilities include answering questions about flight information, locating airport amenities like lounges and stores, and offering directions to those unfamiliar with the terminal’s layout. Many travelers have expressed gratitude for her assistance in unexpected ways. She recalls once arranging a limousine for a Central African finance minister whose ride had not arrived—a kindness that ended with the minister proposing to her, an offer she politely declined. On another occasion, she helped a visitor from Dubai who had forgotten to return a rental car key; when he attempted to repay her generously with cash to fund travel to the Middle East, she refused the money.

Jeffries’s work goes beyond logistical support. She often listens to travelers’ personal difficulties, from family troubles to emotional struggles, recognizing that many confide in her precisely because their paths cross briefly and anonymously. “They pour out their heart. They pour out their soul,” she noted. She emphasizes treating everyone with respect and sometimes offering simple gestures of comfort, such as a hug, when needed.

While most interactions are cordial, Jeffries has also experienced less pleasant encounters. She recounted a confrontation involving a frustrated woman seeking help retrieving a forgotten mink coat, during which the woman insulted a fellow volunteer.

Despite these challenges, Jeffries remains dedicated to her volunteer work. She enjoys the variety of interactions and the steady flow of travelers passing through Terminal 2 near the B gates. For her, the role is a blend of public service and human connection that continues to provide meaning and enjoyment. She plans to continue volunteering as long as she is able to drive and participate.

One memorable moment occurred recently when a visitor, Darryl Dennis—who had dated Jeffries’s niece decades earlier—recognized her at the desk. The encounter underscored the unpredictable personal connections that can emerge within the airport’s transient environment.

Over nearly four decades, Antoinette Jeffries has become a familiar figure at Reagan National Airport, embodying the spirit of volunteerism and quietly shaping the experiences of countless travelers passing through.