Being kind, hardworking, and going above and beyond embodies who Prospect Airport Services Passenger Services Lead Courtney Hayes is. Her compassionate attitude towards passengers led to Hayes being awarded the Caring Support award in Philadelphia International Airport's (PHL) Employee Recognition Program. This award recognizes those who provide exceptional care and services to seniors, families with young children, disabled passengers, and others with special needs. These employees ensure that travel experiences are seamless, efficient, and pleasurable for all passengers.
As a Passenger Services Lead, Hayes assigns wheelchair requests to Prospect employees and ensures passengers are assisted in boarding and deplaning flights. She has been a member of the PHL team for five years and works the noon – 8:30 p.m. shift.
Hayes demonstrates values of customer-centrism, prioritizing passenger needs, transcending expectations, proactive communication, effectiveness, respect, integrity, and teamwork.
“The most meaningful part of my job is reassuring passengers that we will get them to their desired destination on time,” said Hayes. “I help share knowledge and tips about the airport with passengers. I’ve always been fond of helping others, and this job gave me the perfect opportunity to do just that.”
In her nomination of Hayes, passenger Anita Fleisch stated, “In July 2024, I was traveling from Quebec to Milwaukee, with a three-hour layover in Philadelphia. After my flight landed, I walked on to my connecting flight with my tote bag and carry-on bag for quite a distance through customs. I walk with a cane since having foot and ankle surgery last year. It was a hot afternoon, I was not feeling well, and the airport was crowded. As I got closer to security, I could see long lines and got discouraged quite quickly. As I turned the corner, I saw a line that went the entire length of a concourse. I stood there and said, "I can't do this." I felt defeated. That's when Courtney came up to me with a wheelchair and said, "Ok, dear, do me a favor. Have a seat in this chair and have a drink of your water." From that moment, I knew I was in good hands. Her whole persona was very calming. She asked me where I was going. I showed her my flight information, and Courtney told me not to worry and that she would be sure I got to my gate. She kept me calm and helped me get through the security line. I had total confidence in her. She was efficient and friendly and got me to my gate quickly. Courtney was kind and understanding throughout this whole experience. She had my welfare in mind, consistently reminding me to drink water to keep myself hydrated.”
Hayes appreciates the positive attitude and mindset her colleagues bring to the job. “My coworkers and I collaborate to achieve department goals as a team, ensuring we set up wheelchairs at every designated gate,” said Hayes. “The main goal is to work together to get everyone off the aircraft to their next destination.”
Hayes enjoys how the aviation industry is managed and the little details that keep everything running smoothly. “I enjoy different attractions the airport has throughout the terminals,” said Hayes. “Especially the Wagging Tails Brigade, as they bring different breeds of dogs in the terminals to brighten everyone's day.”
Two quotes that inspire Hayes are “Life is too short to let small things bother you” and “Live life to the fullest.”
Hayes is always willing and ready to guide new and established employees, often serving as their mentor. “Working for Prospect has been an amazing experience,” said Hayes. “This company helps people grow and understand how to be compassionate and caring to others.”
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.
