Department of Aviation Customer Care Representative Misha Talmat-Amar is known by coworkers as being reliable and compassionate. After assisting a guest in need of medical attention, she received the Caring Support award in Philadelphia International Airport's (PHL) Employee Recognition Program. This award recognizes individuals who provide exceptional care and services to seniors, families with young children, individuals with disabilities, and others with special needs.
As a Customer Care Representative, Talmat-Amar’s responsibilities include assisting passengers, reporting facility issues, ensuring safety standards are adhered to, and coordinating with various departments. She is currently studying Engineering at Delaware County Community College and has been at PHL for over three years.
In his nomination of Talmat-Amar, Customs & Border Protection Chief Bryon A. Howe stated, “Misha did an amazing job with a medical issue we had on January 9, 2025. We had a passenger who had experienced a seizure while waiting in line for processing. I have been an EMT for approximately six years, and, in my experience, these medical emergencies can be especially terrifying to witness as they can often leave the patient dazed for a significant amount of time afterward. In addition to their medical emergency, this passenger had the added challenge of only speaking French. Before I even arrived on the scene, Misha was by the passenger's side, providing aid and comfort to them. She remained calm throughout the entire ordeal and provided additional comfort to the passenger as cognitive functions returned after the seizure. Gathering the information that I need to perform a proper assessment of the patient would not have been possible without her language skills. Overall, I was extremely impressed with her maturity and professionalism in dealing with what I’m sure is not an easy medical emergency to be involved in. I had the opportunity to thank her personally and let her supervisors know how instrumental she was in ensuring a positive outcome to this entire situation. Misha has been awarded a CBP non-traditional award as a show of my appreciation, and I would highly recommend she receive any recognition that the airport has available.”
On the job, Talmat-Amar demonstrates values of customer centrism, prioritizing passenger needs, transcending expectations, proactive communication, effectiveness, respect, and integrity.
“I usually start my day by checking in with my team and reviewing any reports or updates,” said Talmat-Amar. “Then I do a walkthrough of my assigned area to make sure everything is running smoothly. I want a dynamic environment where I can learn, grow, and make a difference every day. PHL offers that, with the fast pace and the opportunity to interact with people from all walks of life.” She regularly utilizes her quad-lingual skills in French, Arabic, Berber, and English to assist guests.
Growing up, Talmat-Amar was always passionate about the aviation industry. “I love the energy and diversity of the airport,” she said. “Helping people--whether it's assisting a lost traveler, reporting safety hazards, or simply being a calm presence when someone is stressed are the most meaningful parts of my job.”
Talmat-Amar enjoys experiencing Philadelphia’s rich history and culture. “Working at PHL makes me feel like I'm part of the heartbeat of the city,” she said.
Talmat-Amar and her team have a positive work relationship. “We maintain open communication, support one another, and share responsibilities,” she said. “Teamwork is key, especially when dealing with fast-paced or high-pressure situations. My coworkers are dependable, respectful, and always ready to step in and help. We genuinely have each other's backs. We create a welcoming and safe environment. A great first impression matters, and we work hard to make sure people leave with a positive experience. I thank my team, as their support means a great deal to me. I'd also like to thank Esso-Sinam Yague and Tara McSorley, who were my supervisors when I started. They have been a great source of guidance and information.”
The PHL Employee Recognition Program was established by the airport’s Guest Experience (GX) Department. Honorees are nominated by their peers and selected by the GX Council Steering Committee’s Employee Conduct and Recognition Committee. For more information about the program and to nominate an employee, click here.
