TSA Transportation Security Officer (TSO) Aisha Hicks believes in treating all passengers with respect and dignity. Her welcoming demeanor landed her an “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. Employees who deliver outstanding customer service are recognized with this award.
As a TSO, Hicks upholds the safety and security of PHL at the Terminal A-West TSA checkpoint. She has been at PHL for three years and works the 4 a.m. – 12:30 p.m. shift.
TSA provides its employees with training and certifications related to X-rays, security protocols, and working with passengers with special needs. Hicks takes advantage of all programs and enjoys training new hires. “I like it because I’m always interacting with different people and stakeholders daily,” she said.
At PHL, Hicks demonstrates values of customer-centrism, prioritizing passenger needs, and transcending expectations.
In their nomination of Hicks, one passenger stated, “I met Aisha while waiting for my brother, who has dementia, to fly in from California. We had a nice little chat, and I observed her being so kind to everyone she encountered. She was also very kind and friendly to us. When my brother left,10 days later, she was at the TSA checkpoint again. Aisha remembered me and my brother. She was helpful and kind, helping us navigate the services we needed. Aisha went above and beyond to help me, and I also saw how she treated everyone. She is truly a valued employee. Thank you, Aisha, keep your sparkle!”
Hicks was inspired to work for the TSA by her grandmother, who previously worked for a governmental agency. “My job is challenging and rewarding,” said Hicks. “There’s something new every day.”
Teamwork is an essential aspect of Hicks’s work. She’s known for being efficient and having a good work ethic by her coworkers. She enjoys working with autistic passengers and their families and providing them with comfort and care while passing through the TSA checkpoint.
Hicks recommends passengers stop by local restaurants Sabrina’s Café and Chickie’s and Pete’s while at PHL.
“There’s never a dull moment at the airport,” said Hicks. “People appreciate what I do and what my team does. I appreciate that my supervisor and management team go out of their way to recognize us.”
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 Employee Conduct and Recognition Committee. For more information about the program and to nominate an employee, click here.
