Coworkers know Department of Aviation Public Affairs Manager Heather Redfern as being kind, caring, a good listener, and easy to get along with. It’s no wonder she recently received the Caring Support award in Philadelphia International Airport's (PHL) Employee Recognition Program. This award recognizes individuals who provide exceptional care and services to seniors, families with small children, and disabled or ill passengers.
As a Public Affairs Manager, Redfern handles media relations for the airport and manages the Communications Department team. Redfern oversees the writing of internal and external articles and publications, monitors PHL social media accounts, and works with internal and citywide departments and airport stakeholders. She received a bachelor’s degree in communication from La Salle University in 1997 and has worked in communications, public relations, and writing since then. She previously held a media relations position at the Southeastern Pennsylvania Transportation Authority (SEPTA) before joining the Department of Aviation in 2019.
The airport piqued Redfern’s interest when she visited PHL on a class trip in the eighth grade. “Working at the airport was always in the back of my mind,” said Redfern. “I was excited to see an opening and have the opportunity to broaden my transportation expertise to aviation.”
Redfern enjoys sharing travel tips with passengers and informing the public about PHL’s many offerings, often volunteering with the PHL Volunteer Navigators on Saturdays.
At PHL, Redfern fosters proactive communication. She demonstrates values of customer-centrism, prioritizing passenger needs, transcending expectations, and integrity. Her approach ensures that passengers are always well-informed through various communication channels.
In her nomination of Redfern, Director of Guest Experience Leah Douglas stated, “Heather Redfern, on more occasions than I can remember, goes above and beyond to assist our guests at all hours of the day. Here is one of many stories about Heather's compassion and caring for others. During her regular morning commute on the train, a passenger boarded and was not feeling well and needed a sick bag. As Heather got off the train at PHL, so did the ill passenger. Heather proactively asked if she needed medical assistance. The passenger said no. Heather then offered that if she could make it through the checkpoint, she would meet her on the secure side. In the meantime, Heather gathered some plastic bags from her office, bought the passenger a bagel, water and aspirin, and waited for her arrival through security. When the passenger finally appeared, Heather guided her to the Quiet Room so she could gather herself and graciously gave her the items. Heather refused reimbursement and proceeded to share her cell phone number with the guest in case she needed any further assistance and to call her once she arrived at her destination.”
Redfern enjoys helping people solve problems and is passionate about paying it forward by donating to causes she’s passionate about, such as Boy/Girl Scouts, Philabundance, animal-related charities, and the City’s combined campaign.
Born and raised in Philadelphia, Redfern is a diehard sports fan. Her family has been Phillies season ticket holders for 45 years. She encourages all visitors to explore the city’s museums, musicals, shows, and award-winning restaurants.
As a member of the Guest Experience (GX) Council, Redfern collaborates with airport stakeholders to ensure all the organizations work together to provide the best customer service to PHL’s passengers. “Through the GX Council, I’ve met many people from the concessions program and TSA to Customs and Border Protection that I may have never had the chance to get to know,” said Redfern. “It’s about finding ways to work together to make the customer experience seamless.”
Redfern is a big history and travel buff and has explored the UK, Australia, Canada, Denmark, and Sweden. She especially enjoyed exploring Belfast and uncovering her family history of when her great-grandfather immigrated to America in 1906.
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.
