Prime Flight Aviation Services Wheelchair Assistant Leodel Adrien recently received the “Caring Support” award in the inaugural round of PHL’s Airport Employee Recognition Program. This award recognizes those who provide exceptional care and services to seniors, families with young children, disabled passengers, and others with special needs. These employees, like Adrien, make sure travel is smooth, easy, and enjoyable for everyone.
Adrien has worked for Prime Flight since 2009. He is one of the first people some passengers meet as he takes them from ticketing, through TSA security, to PHL Food & Shops concessions, and to their gates to board their planes. He strives to make his work environment a positive one by interacting with guests and providing exceptional service.
“I pray to be the best I can be,” said Adrien. “I joined the airport because I like the environment. It’s a safe place to work, and I love people. I learn so much from them.”
In her nomination of Adrien for the Employee Recognition Program, Prime Flight Aviation Services Operations Manager Donna Firn said, “Mr. Adrien is an employee with great respect for himself, his co-workers, passengers, and his job.”
You can easily spot Adrien in his Prime Flight black and gray uniform and juggling a work iPad while gently pushing and guiding passengers in wheelchairs. With a calm, caring, and humble demeanor, his soft smile and attention to detail are just a few attributes that make him unique. He aims to make passengers flying out of PHL feel comfortable and welcomed. After more than a decade at the airport, his experience allows him to assess and meet guests’ needs before they even reach out for his assistance.
“Recently, Mr. Adrien was asked by a guest to provide wheelchair service for a family member. Prime Flight did not service the airline they were flying. Instead of instructing the passenger to go to another area, he had the passenger sit, and he went to get the chair from that airline and a wheelchair representative,” said Firn. “I was called by the family two days after the incident to inform me how important that move was to them. The wheelchair passenger felt like a burden to the family and was very tense about the trip. The passenger felt so relieved by Mr. Adrien's above and beyond service that she wanted to make sure she called to thank him. A small deed getting noticed. To Leodel, it was just another day.”
Customer-centrism and integrity are words that accurately depict Adrien’s character and commitment to PHL’s passengers . “I love the people I work with as much as I love the passengers I assist. I get to be a part of a team that gets passengers up into the air and safely on their way to their destinations,” said Adrien. “It takes many teams to do this, and we are one.”
Adrien’s hard work was not only recognized by his manager, but also by his co-worker, Line Queue Attendant Tonia Davis. "Leodel is a kind and selfless co-worker he would give you the shirt off of his back.”
At PHL, Adrien is constantly improving his communications skills and working on his confidence. “I hope that through my good work ethic, my company will see my growth and promote me,” he said.
Last year was a difficult time for everyone, especially employees in the aviation industry. “When COVID-19 first hit, it brought about great fear and uncertainty,” said Adrien. “I watched people get sick. It was very challenging coming to work knowing how close I get to my passengers. I prayed a lot, and God got me through it.”
Adrien is originally from Haiti and admires the historic buildings in Philadelphia for their unique architecture. He also appreciates the accessibility of SEPTA transportation throughout the city.
“I love the people I get the privilege to assist and learn from,” said Adrien. “I do all things with a loving heart, and people respond and share their wisdom. It’s priceless.”
The PHL Employee Recognition Program was established by the airport’s Guest Experience (GX) Department. Honorees are nominated by supervisors, peers or colleagues across the airport and selected by the GX Stakeholder Council Employee Conduct Working Group. For more information, click here.