As one of the busiest airports in the country, Philadelphia International Airport (PHL) welcomes millions of passengers each year – many of whom may find navigating such a large and complex facility challenging. To help make every journey smoother and more stress-free, the PHL Guest Experience department created the Customer Care Team: a responsive, knowledgeable, and always-available group dedicated to assisting travelers from arrival to departure.
With their easily-recognizable blue jackets, the team of more than 20 members and growing, is an innovative guest experience-focused initiative designed to elevate the airport experience and overall satisfaction. Whether it’s handling general guidance and directions to airline gates, parking, or lost and found; language and wheelchair assistance requests, questions about restaurants and shops, or wheelchairs and language assistance requests, this boots-on-the-ground team offers passengers assistance throughout PHL’s terminals.
Visibility and the human element are essential to the Care Team’s success, as it marks its first year this August.
“From feedback in customer satisfaction surveys, we know we rank higher in experience if a passenger recalls interacting with someone. Verbally welcoming guests, which often sparks further conversation, makes them feel valued and appreciated, and their experience easier and more enjoyable,” said Leah Douglas, Director of Guest Experience. “Our guests have often expressed gratitude that Care Team members approach them to see if they are in need of assistance without having to ask.”
The multi-pronged team’s real-time presence throughout the terminals means the associates respond promptly to identify any guest complaints, or submit work orders for facility-related issues needing attention, helping to improve daily operations and the overall guest experience.
“We’re connecting the dots across the board and making PHL a more proactive than a reactive airport,” said Sharron Roantree, Customer Care Manager. “Not only are guests taking note, but employees are also responding to the positive changes taking place.”
A broader goal of the Care Team is to create strong, trust-based liaisons between PHL and all business partners by having associates visible within the terminals as resources to communicate expectations and monitor performance levels of stakeholders.
The Care Team is an extension of the PHL WORKS customer service training program for all badged employees who are entrusted as airport ambassadors to uphold specific high standards of excellence. In an era where customer experience is a major differentiator in the travel industry, PHL’s commitment to exceptional service through programs like the Care Team strengthens the airport’s position as a passenger-focused hub.
PHL’s steadfast commitment to delivering a seamless and welcoming experience at every step of the passenger journey – from curb to cloud - is just one more way the airport is setting the stage for 2026 and beyond.
