Sunday, June 9, 2024 Philadelphia International Airport (PHL) recently introduced PHL WORKS, a comprehensive program aimed at fostering service excellence among its over 16,800 badged employees. This initiative, spearheaded by the PHL Guest Experience (GX) Stakeholder Council, 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.
The event was led by GX Stakeholder Council Co-Chairs Atif Saeed, CEO of PHL, and Lakshman Amaranayaka, Vice President of Philadelphia Hub Operations at American Airlines, alongside Leah Douglas, Director of Guest Experience. “Every badged employee is an ambassador of the airport and has a direct role on our guest’s experience,” said Saeed . “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.” “Caring for people is at the core of everything we do at American,” said Amaranayaka “As Philadelphia’s Hometown Airline, we are committed to .
