Travelers Aid International Volunteer Leslie Friedman 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 

Friedman began as a volunteer with Travelers Aid in late 2021. Working in Terminal A-East, her responsibilities include providing directions, requesting wheelchairs, paging lost and found, assisting in an emergency, and offering language translation support. Her previous travel experiences help her to provide an excellent experience for the passengers at PHL. “I feel good easing travelers’ minds by answering their questions or offering a smile and encouraging word when someone’s having a tough day,” she said. Friedman also has experience in foreign languages including Spanish, French, and Russian, which gives her great opportunity to assist international travelers. 

Travelers Aid International Volunteer Manager Morgan McBrearty nominated Friedman for this award, sharing, “Leslie demonstrated exceptional care and responsiveness by quickly assisting a TSA agent with a medical situation involving a senior passenger. In another instance, Leslie noticed a traveler who appeared overwhelmed, disoriented, and struggling with multiple bags. After offering to escort her to her gate, the passenger became emotional and expressed gratitude for what she described as ‘the most outstanding customer service she had received in years.’ Leslie’s attentiveness and compassion made a lasting impact in both situations.” 

One of the most meaningful parts of her role is being a welcoming face for not only the airport, but a great representative for the City of Philadelphia when travelers come through. “Regardless of what may be going on with a passenger's flight, I want them to feel like they've landed in the nicest city in the world,” she shared. 

As a Quaker, Friedman lives by six principles, known collectively as the SPICES:

• Simplicity 

• Peace 

• Integrity 

• Community 

• Equality 

• Stewardship 

Friedman’s fellow volunteers would describe her as an individual who’s great with strangers, inviting, and able to make decisions under pressure. She hopes to make sure that any passenger who connects through PHL has the best experience, so they'll want to fly through PHL again. “I want to make passengers feel like Philadelphia is cool, the place to be.” 

“I really can't thank enough the PHL Travelers Aid team of Morgan McBrearty, Youssef Laamimi, and Kennedy White. They are amazing in the way they support volunteers. The best bosses, they really let us know — in so many ways — how much they and Travelers Aid appreciate our contributions.” 

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.