Airport employees come to work every day, never knowing what to expect during their shift, as no two days are the same. With only four months of work experience with Travelers Aid International, Travelers Aid Assistant Diamond Williams’ fast actions made a difference in a passenger’s life, earning her the Caring Support award in Philadelphia International Airport's (PHL) Employee Recognition Program. Those receiving this award provide exceptional services to seniors, families with young children, disabled passengers, and others.
In her nomination of Williams, Travelers Aid Supervisor Alexis Paulin stated, “On August 9, 2024, I witnessed Diamond helping an unresponsive passenger in Terminal F. She was working the information counter when a few passengers informed her that a female passenger was unresponsive. Diamond immediately went over to help the passenger, retrieved water for her, called airport medics and kept the passenger's husband calm until they arrived. The passenger was having silent seizures. The medics said Diamond saved the woman’s life as her condition was severe."
As a Travelers Aid Assistant, you can find Williams at an information counter in the airport Tuesday through Saturday, 8 a.m. – 4 p.m., guiding passengers to their gates, concessions, transportation options, and everything in between. She’s pursuing a Bachelor’s degree in Business Management with a concentration in Human Resources from Southern New Hampshire University.
“I love seeing passengers' faces brighten upon giving them helpful information,” said Williams. “I want to continue to provide them with a sense of relief and provide the best customer service they can get.”
At PHL, Williams and her unit work independently and as a team to serve passengers. Her coworkers describe her as being funny, energetic, and enthusiastic. She enjoys interacting with all airport tenants and learning from people with experience in the aviation industry. Her job also allows Williams to perfect the customer service and communication skills she acquired through other jobs.
Williams appreciates it when PHL has special events that recognize different cultures. “I enjoyed when the airport celebrated Hispanic Heritage Month with festivities that included giving out free empanadas,” she said. She added that she enjoyed seeing the excitement among passengers.
While working, Williams demonstrates values of customer-centrism, prioritizing passenger needs, teamwork, transcending expectations, effectiveness, integrity, proactive communication, respect, and courage.
While visiting Philadelphia, Williams hopes passengers visit LOVE Park, experience Center City, and grab tasty Philadelphia cheesesteaks and hoagies.
“I love working for Travelers Aid International,” said Williams. “It’s an amazing organization. I thank Alexis for nominating me. She’s been by my side since I started. She’s the best supervisor I’ve ever encountered in my life. I also thank Travelers Aid International Program Manager Milton Creary. He helps me with anything I need, and I appreciate that.”
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.
