Tawauna Outler Brightens Travelers Days on Concourse A

Every so often, an associate’s story showcases how one person’s dedication and personality can transform the customer experience. Tawauna Outler, a recent addition to Unifi, embodies the values of Passion, Integrity and Empathy in her work, redefining what it means to provide exceptional service.

If you’ve ever been to the women’s restroom on Concourse A in Atlanta, you might have met Tawauna. And if you did, it’s unlikely that you will forget her!

For Tawauna, her role as a bathroom attendant is more than a job—it’s a platform to make people smile and feel appreciated. Tawauna has been working at Hartsfield-Jackson Airport for 25 years, and most of that time has been spent as a restroom attendant. “This is my house until 2 p.m., and I keep my house clean,” she proudly states.

She doesn’t just clean; she creates a welcoming, safe space for all, especially kids and seniors, who she believes deserve extra care. Her personal touch resonates deeply with travelers, many of whom leave glowing feedback or return to thank her with heartfelt gestures, like tips.

Despite life’s challenges, Tawauna maintains an unwavering sense of humor and optimism. “You can’t bring problems to work—just a smile and a positive attitude,” she shares. Balancing her faith and a commitment to spreading joy, she sees each day as an opportunity to lift others’ spirits.

Her approach has made her a standout presence at Unifi in just two months. Passengers stop for selfies, her enthusiasm goes viral, and her impact is undeniable. When asked about her motivation, she lights up: “My daughter inspires me. She’s my pride and joy—16 in June. I want to make her proud.”

Outside of work, Tawauna channels her creativity into poetry, dance and skating. Her written pieces reflect her resilience and the lessons she’s learned. “When I speak or write, I want people to grow from it,” she explains.

Tawauna sums up her philosophy simply: “There’s only one me. I bring my best every day because everyone deserves to feel valued.” Her humor, warmth and commitment remind us all of the extraordinary power of a positive outlook—even in the smallest moments.

Unifi is proud to celebrate Tawauna’s contributions, proving that even a restroom can be a place of joy, humor and unforgettable customer service.