PHILADELPHIA, PA — Philadelphia International Airport’s bet on people-powered service has earned national recognition, with its PHL WORKS program winning a top customer experience award from Airports Council International–North America.
The program received ACI-NA’s “Customer Service Through People” award during the organization’s Annual Marketing and Communications Conference, placing PHL among the industry’s standouts in the 2025 Excellence in Airport Marketing, Communications, and Customer Experience Awards.
Launched in June 2024, PHL WORKS is the airport’s customer service standards initiative, designed to unify employees across airlines, concessions, security, and public agencies under a shared service philosophy. The program combines airport-wide training sessions with employee recognition awards and applies to all badged personnel working at the airport.
PHL WORKS centers on five core principles: Welcoming, Ownership, Respectful, Knowledgeable, and Seeks to Connect.
Airport officials say the initiative has helped break down silos between airport stakeholders while raising service expectations across the entire operation. Employees from the Department of Aviation, Airport Police, JetBlue, Hudson Group, and Travelers Aid International have been recognized through the program.
To build momentum around PHL WORKS and celebrate the FIFA Club World Cup, the airport’s Employee Engagement Committee recently hosted a soccer-themed Airport Community Pep Rally and Employee Recognition Awards ceremony. Five previous Employee Recognition Program winners and the 2025 Employee Recognition All-Star were honored during the event.
Leah Douglas, PHL’s Director of Guest Experience, said the award reflects a deliberate focus on employee engagement as the foundation of strong customer service.
“Customer experience through people is at the heart of our customer service vision and standards,” Douglas said. “We want all our guests and employees to feel welcomed, valued, and appreciated. This meaningful aviation industry accolade recognizes our collective focus on fostering airport-wide employee engagement opportunities to generate excitement, positivity, and memorable customer service interactions.”
By partnering closely with airport tenants and frontline staff, PHL WORKS aims to elevate the traveler experience at every touchpoint, reinforcing the airport’s message that exceptional service starts with the people who deliver it every day.
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