Prospect Airport Services’ Wheelchair Assistance Provider Janet Kellingbeck recently received the “Caring Support” award in Philadelphia International Airport's (PHL) 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.
Kellingbeck’s role and responsibilities include assisting passengers as they go from point A to point B, and everywhere else in between until they catch their flight. She regularly escorts passengers through the TSA checkpoint and ensures passengers are in a comfortable state of mind to make their experience as smooth as possible.
In her nomination of Kellingbeck PHL Director of Guest Experience Leah Douglas stated, “By happenstance, I was walking alongside Janet while she was assisting a passenger who required a wheelchair. They were actively in conversation and Janet was offering uplifting comments to the guest. I could overhear Janet's empathy and positivity as she addressed the older female passenger. It was a conversation not about the weather or travel plans rather about the passenger who opened up to Janet about the passing of her loved one. Given the short timeframe that they spent together, I was amazed at the level of intimate conversation expressed and Janet's empathy towards her. When I spoke with Janet to acknowledge how phenomenal her customer service was, and she told me she has been at PHL for eight-and-a-half years and loves it. She enjoys her conversations with passengers and said how fulfilling her work is. Janet is an amazing spirit, and it is more than obvious that she is a phenomenal employee that deserves recognition.”
At PHL, Kellingbeck enjoys assisting passengers who do not speak English. “I give this job all I have,” said Kellingbeck. “I go the extra mile. Passengers come with different needs, and I understand this and take care of this as well. I want to give passengers a memorable moment that will encourage them to travel again.”
Kellingbeck is a people person who enjoys interacting, connecting, and aiding travelers. In addition, she enjoys understanding and learning from their different life experiences. “As long as I know someone is satisfied, I’m satisfied,” said Kellingbeck. “When I make someone’s day, it makes mine.”
In the morning, Kellingbeck meditates and exercises to be fully ready for the day. She also repeats several words of affirmation, including "the world is beautiful". She enjoys the dynamics of the airport as they are different than working anywhere else. She believes it’s a world of its own and appreciates and loves Philadelphia.
“Working at this airport has made me a much better person,” said Kellingbeck. “It’s helped me build my self-confidence and understand myself through people. It has molded me into a better person. It’s helped me grow in so many areas of my life.”
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.
