Travelers Aid International Volunteer Navigator Franca Didu received the “Caring Support” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes employees who go above and beyond to provide care, comfort, and support to passengers throughout their travel experience at the airport
Didu has been volunteering at PHL for almost four years. Her responsibilities include being stationed at the information desk to help passengers find their way through the airport or answer any questions they may have. During her career as a social worker, Didu learned that listening and paying attention to details was important. She brings these key skills to her volunteer position. “Sometimes you see somebody and it’s their first time at the airport. I believe any question is important,” she said.
Travelers Aid International Volunteer Manager Morgan McBrearty nominated Didu for this award, sharing, “Franca demonstrated exceptional care and initiative when a passenger in need of wheelchair assistance was unable to receive support and was at risk of missing her flight. Recognizing the urgency of the situation, Franca quickly coordinated with Airport Police to secure assistance and ensure the passenger reached her gate safely. Thanks to her quick thinking and dedication, the passenger made her flight and expressed heartfelt gratitude for the support she received during a stressful moment.”
One of the most meaningful parts of volunteering at PHL for Didu is simply helping travelers, especially those in need of special assistance. “The airport is like a mirror, it’s a lively place and I enjoy the interactions.” She recalled assisting a first-time traveler who was confused about how checked luggage reaches its destination. “I helped a passenger understand how her luggage would get to her destination and advised her to speak with the agent at her specific gate for reassurance,” Didu explained.
One of the principals Didu lives by is doing what makes her happy and sharing that same happiness with the passengers that arrive at PHL. “I know what makes me happy in life, and I make sure to give it to other people, such as being helpful, kind and a good listener, I try to give that back, especially at the airport,” she shared.
Didu’s fellow volunteers describe her as joyful, helpful, and fun to be around.
She hopes her overall impact at the airport is to make everyone walk away with a smile and to let them feel that they matter. “I really hope to make people smile and to know that I have helped them, from the most mundane to the most extreme things. Any person is important and I want them walking away feeling good about PHL Airport.”
“I would like to thank my management team, Morgan McBrearty, Youssef Lalamimi, and Kennedy White. They’re like the glue behind the program.”
The PHL Employee Recognition Program was established by the airport’s Strategy Groups’ Guest Experience (GX) unit. Honorees are nominated by their peers and guests and are selected by the GX Council Steering Committee’s Stakeholder Engagement Committee. For more information about the program and to nominate an employee, click here.
