The Guest Experience (GX) Stakeholder Council recently celebrated Transdev for its outstanding customer service within the PHL WORKS airport-wide initiative, which includes in-person training sessions that focus on the customer service vision statement and standards. Transdev provides airport shuttle services at Philadelphia International Airport (PHL), operating buses that transport passengers and employees between parking lots and terminals. The celebration included the decoration of 36 Transdev buses, their entire fleet, with balloons, along with swag bags for their employees.  

“This is such an honor for my team,” said Transdev General Manager Latarsha Watson. “We have the pleasure of transporting over 8,000 passengers to and from the Employee Lot, over 3,000 to and from the Economy Lot, and 400 Cargo City passengers daily.  That's more than 11,000 transports daily.  My team of professionals begins each day safety-driven to ensure our passengers experience a safe ride and great customer service.  I am committed to continuous training and coaching with my team to exceed the expectations of our partners and passengers at PHL. We are stakeholders at PHL with a common goal: safe, reliable, and great service.”   

The GX Stakeholder Council marked this celebration as the first of many, where PHL will recognize a business partner that has consistently demonstrated the highest level of customer service over the past four months. Awardees are determined by a series of site visits conducted by unidentified customer service experts, who, on different days, from early morning to late at night, interact with employees in the same manner as passengers to “grade” their experiences. There are twenty touch points considered, ranging from shuttle bus operators and wheelchair service providers to security checkpoints, information counters, concessionaires, and airline personnel.  

This new initiative enables the GX Stakeholder Council to measure the success of the PHL WORKS initiative, which stands for Welcoming, Ownership, Respectful, Knowledgeable, and Seeks to connect. The goal is to provide a stakeholder-wide airport experience, offering meaningful interactions that make each guest feel welcomed, valued, and appreciated.  

“PHL is committed to ensuring that we offer the highest level of customer service to our guests and employees at every part of their journey, ‘from curb to cloud,’” stated Guest Experience Director Leah Douglas.  “We also realize the importance of celebrating those individuals and business partners who surpass the expectations of our guests every day. On behalf of the Guest Experience Stakeholder Council, congratulations to the Transdev team who serve thousands of guests every day, 365 days a year, and have set the bar remarkably high for offering excellent, customer-friendly service. We are proud to have the Transdev team representing PHL, and we look forward to similar celebrations with other business partners in the future.” 

Watson believes Transdev bus operators Liza Johnson and Jeannie Gooden are among the many employees who embody PHL WORKS. Both Johnson and Gooden were recognized for their exceptional customer service through the Guest Experience departments Employee Recognition Program in recent years.  

“I treat people how I want to be treated,” said Gooden. “Even if I see they are having a bad day, a simple good morning could change someone’s tomorrow." Likewise, Johnson enjoys working at PHL and lives by PHL WORKS' principles.   

“PHL WORKS to me represents community,” said Transdev Trainer and Safety Supervisor Kirk Norwood. “All of us working at PHL, as a community, are striving to give the best customer service experience to the people who choose our airport for their travel needs. I personally try to help people in any way I can when dealing with the public. I take pride in helping to resolve any issues our passengers may encounter. Whether I’m transporting passengers to and from the terminals, helping them find their vehicles, or just giving directions to people who are lost. It makes me feel good to help solve a passenger's concern.”  

Transdev has incorporated PHL WORKS in its new hire training curriculum.  Norwood is proud to convey the PHL WORKS initiative to Transdev employees. “I have the pleasure of demonstrating how the airport is on a mission to improve the guest experience. Each day, I challenge the team to be one degree better, one degree nicer, one degree more patient. It can change someone’s day.  It can change their day.”  

Transdev is one of the over 30 members of the GX Stakeholder Council, all of which anticipate 2026, when people from all over the world will visit PHL for FIFA World Cup games, PGA Championship events, March Madness, the MLB All-Star Game, and the nation’s 250th birthday. 

“We have the right tools, the PHL WORKS initiative, good momentum, and great energy, so that everyone who comes through PHL will have a great experience,” said Norwood.