Traveler’s Aid International Information Assistant Kennia Gonzalez-Marrabal recently received the “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes customer-facing employees who provide direct customer service to passengers.   

Gonzalez-Marrabal, who joined PHL in September 2023, works the 12 - 8 pm shift Tuesday-Sunday and rotates between different information counters to reach as many guests as possible. As an information assistant, she provides guests with all-encompassing information about the airport, including their gate location, food options, amenities, and transportation options. She’s also certified in CPR/AED.  

“My passion is helping people,” said Gonzalez-Marrabal. “I love it. I enjoy making guests feel special. I want to make them feel comfortable.” 

Gonzalez-Marrabal embodies values of customer-centrism, prioritizing passenger needs, transcending expectations, and integrity. 

In his nomination of Gonzalez-Marrabal, Traveler’s Aid Program Manager Joe Creighton stated, “Kennia encountered a passenger and her family who missed their original flight. The airline the passenger was originally booked with did not have a live customer service agent inside the airport. Kennia went online and rebooked the passenger and her family on another flight. The passenger was so appreciative she offered Kennia a monetary tip for her assistance. Kennia refused the tip. Kennia’s action moved the passenger to send an e-mail to share her appreciation for Kennia’s efforts.” 

Gonzalez-Marrabal enjoys assisting visitors in navigating the airport. She hopes to provide them with an enjoyable experience where they feel heard and understood. “The most meaningful part of my job is making people happy,” she said. “I love it when they smile. It feels good when they thank me and tell me I made their day.”  

Before working at the airport, Gonzalez-Marrabal was an avid traveler and understands how stressful travel can be sometimes. That experience informs her above and beyond customer service to ensure guests choose PHL as their global gateway to the world.  

Working at PHL has improved her emotional intelligence skills. She is bilingual in Spanish and English, often assisting Spanish-speaking guests. She and her colleagues work as a team in every terminal. They ensure they’re on the same page and work to improve together. “I want to show my coworkers that if I can make it, they can too,” she said.   

Gonzalez-Marrabal is known for being happy, funny, and always smiling. Her philosophy in life is splitting her experiences into two bags, one for the good and one for the bad. She always centers the good bag on tough days. She’s also grateful for everything in her life. 

“I thank my supervisor, Milton Creary,” she said. “I also thank my managers, Joe Creighton, and Sam Jenkins from Prime Flight. Sam is like a father figure to me.” 

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.