Department of Aviation Customer Care Representative Evelyn Gourley received the “Caring Support” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes individuals who demonstrate outstanding commitment to service by prioritizing passenger care.
Gourley began her career at PHL with Parkway Corporation before joining the Department of Aviation Guest Experience (GX) customer care team. She has been in her current role for over two years and is tasked with assisting passengers and reporting building maintenance concerns. She works Tuesday through Saturday, 8:30 a.m. – 4:30 p.m.
“I’m a people person, I like to help people,” said Gourley. “I always put myself in their shoes. I like interacting and learning from passengers.”
In her nomination of Gourley, passenger Edwina M. Colvino stated, “Evelyn was my guardian angel yesterday. A terrible, exhausting, challenging day ended with Evelyn coming to my aid. It was a long, tenuous day of travel, and there was still more to come. I was unaware that the last leg of my trip was aboard a Landline Coach bus. Evelyn convinced me that these coach buses are used for short trips and are to be trusted. Even with my demeanor unsure, annoyingly indecisive, and inquisitive, Evelyn remained positive, smiling, and friendly the entire time. After a while, I knew it was safe to trust the information she was giving me, and it all worked out in the end as she assured me it would! Evelyn is an amazing soul, and I hope that she remains a member of PHL for many years to come!”
Gourley is proud to support the customer care team, an innovative initiative that enhances guest experiences at the airport. This team is dedicated to improving overall passenger satisfaction. They help with a variety of needs, including general guidance and directions to airline gates, parking, lost-and-found services, language assistance, and requests for wheelchairs. Whether passengers have questions about restaurants and shops or need any other help, this hands-on team is available throughout all PHL terminals to offer support.
Gourley frequently communicates with her team at PHL and appreciates the strong working relationships they’ve built, which help them engage guests better.
“I believe that what you put out in the world is what you get back,” said Gourley. "I want to have a positive impact on people. I thank the passenger who nominated me for this Employee Recognition award.”
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 Stakeholder Engagement Committee. For more information the program and to nominate an employee, click here.
