Prospect Airport Services Wheelchair Assistance Provider Fumilayo Bailey recently received the “Caring Support” award from PHL’s Airport Employee Recognition Program. This award recognizes employees who provide exceptional care and services to seniors, families with young children, disabled passengers, and others with special needs.
As a wheelchair assistance provider, Bailey compassionately cares for travelers by transporting them in a wheelchair from airline ticketing through the TSA security screening to their gate and onto the aircraft. She’s been with Prospect for three months and works the 4 a.m.– 12:30 p.m. shift.
“When I notice passengers are anxious about traveling, I give them positive energy,” said Bailey. “I share life stories with them, and they do the same. Giving them positive affirmations gives them comfort.”
In her short time at PHL, Bailey is known for her respect, effectiveness, customer-centrism, and transcending expectations.
In her nomination of Bailey Semi-Skilled Laborer Carmen Jengo stated, “Fumilayo is a spiritual person who is always upbeat, consistently makes passengers happy. She makes her job a fun experience for everyone. She is a people person who communicates and engages passengers as she assists them. I once overheard her saying to an elderly couple, speaking to the husband, "She is a queen. Remember, she is always a queen." It's amazing, human-centered interactions expressed by Fumilayo that make passengers feel welcomed, relaxed, and enjoy their time at PHL. This is one example of many.”
Bailey is proud of her Sierra Leone culture, which emphasizes respect when dealing with people. She likes her bosses and even brings in food from her culture so Prospect staff can try it. Her job comes naturally to her as she loves taking care of people. She’s grateful for the people who have poured into her over the years, which is why she loves giving back to others. She even donates food to people in need as she believes more blessings come when people give back.
“I come in with a smiling face,” said Bailey. “To know I made someone smile, that I made them excited, makes me feel good inside.”
Bailey enjoys greeting all passengers even if they’re not utilizing her assistance. She gets along with all airport workers as well. “The airline staff and I are good,” she said . “We have great communication. I greet them, and if they’re feeling down, I make a prayer for them.”
Bailey can be heard throughout the airport saying “have a lovely, blessed day”. Anything to make people happy, you can count her in.
“For me, it’s all about understanding the passengers' experience,” said Bailey. “I always come to work with a positive mind. It’s about making a difference in people’s lives. If you could make a difference in two or three people’s lives, that’s what matters most.”
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.