Philadelphia International Airport (PHL) has launched PHL WORKS, an ambitious initiative aimed at enhancing customer service throughout the airport. This comprehensive program unifies efforts from various airport stakeholders, including the City of Philadelphia, federal agencies, airlines, and airport tenants. The program’s introduction was marked by parades and an Employee Pep Rally, Celebration, and Awards event. The goal of PHL WORKS is to instill behavioral standards encapsulated by the acronym WORKS, which stands for: “Welcome,” “Offer,” “Recognize,” “Know,” and “Smile.” This training will become mandatory for all new hires and will be supported by videos and tools for managers to implement these principles with their teams.