Philadelphia International Airport Unveils PHL WORKS, Embracing Service Excellence
Philadelphia International Airport (PHL) has recently launched PHL WORKS, a comprehensive initiative aimed at fostering service excellence among its over 16,800 badged employees. This program consolidates efforts from a diverse group of airport collaborators, including the City of Philadelphia Department of Aviation, various federal agencies, airlines, merchants, service providers, and other airport tenants. The launch of PHL WORKS was celebrated with a series of festive parades through the airport terminals, culminating in an Employee Pep Rally, Celebration, and Awards event.
The initiative introduces a set of behavioral standards that are integral to an airport-wide customer service training curriculum. The acronym WORKS encapsulates the behaviors encouraged among employees: Welcome, Offer, Recognize, Know, and Smile. This training will be a mandatory component of the orientation for all new hires to ensure they are equipped to meet these standards before receiving their security badges. Additionally, supporting materials such as videos and tools will be distributed to managers to help them implement these principles in daily interactions with their teams.
“Every badged employee is an ambassador of the airport and has a direct role on our guest’s experience,” said Atif Saeed, CEO of PHL. “With PHL WORKS, we are bringing everyone together with a shared vision of the standards that lead to service excellence. As we prepare for the significant increase in travelers and major events coming in 2026, it’s critical that each employee provides an exceptional welcome and experience at each step of the passenger journey.”
Lakshman Amaranayaka, Vice President of Philadelphia Hub Operations at American Airlines, emphasized the commitment to enhancing the airport experience for customers and team members. “Caring for people is at the core of everything we do at American,” said Amaranayaka. “As Philadelphia’s Hometown Airline, we are committed to upholding the PHL WORKS mission.”
Leah Douglas, Director of Guest Experience, expressed the vision of elevating the airport experience. “Our vision is to elevate the airport experience, offering meaningful interactions that make each guest feel welcomed, valued, and appreciated,” said Douglas.
PHL WORKS marks a significant step towards enhancing customer service at Philadelphia International Airport. By instilling a shared vision of service excellence among all employees, the program aims to provide a seamless and welcoming experience for every traveler.
