PHL Caring Support: Passenger Assistance Team Supervisor Tara McSorley

Passenger Assistance Team Supervisor Tara McSorley recently received the “Caring Support” award in 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. 

TaraAs a Passenger Assistance Supervisor, McSorley and her team welcome international passengers and direct them to the correct U.S. Customs and Border Protection (CBP) line. This is no easy task as McSorley, and her team assist up to 5,000 passengers daily during busy travel seasons.  

In her nomination of McSorley, PHL Director of Guest Experience Leah Douglas stated, "Tara is extremely proactive in all aspects of her work and she has proven to be highly compassionate by going above and beyond to aid staff in critical times of need. Her leadership combined with her humanity is remarkable." 

McSorley has been at PHL for over 11 years, serving most of her time in the Security Department’s badging office prior to joining Passenger Assistance. She works the 11:30 a.m. – 7:30 p.m. shift.  

“The most meaningful part of my job is helping passengers,” said McSorley. I’m a people pleaser. I want everyone to get the outcome they want. I work hard at making my employees' job easier by helping the passengers and taking the stress off their hands.”   

For McSorley, family is important, and she is excited to see families reunite at PHL and considers it a privilege.  

“It’s something different every day,” she said. “To see people, fly in this year since the pandemic to meet their new grandchildren. It’s a real pleasure.”   

McSorley and her team also assists non-English speaking passengers in receiving the information they need in their native language.  

Born and raised in Philadelphia, McSorley enjoys living 10 minutes away from the airport.  

“It’s the convenience factor of it for me,” said McSorley. “You can easily hop on a train, a plane or a highway.”  

McSorley and her team work effectively to ensure passengers are assisted while navigating CBP.  

“When a passenger randomly comes up and says, ‘You and your team are doing a great job,’ it feels good to have that recognition,” said McSorley.    

McSorley finds inspiration in what she knows to guide her through her workday. “For me it’s about being patient, staying steady in what you believe in and staying committed to your outcome,” she said.   

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. To nominate an employee click here. For more information about the program, click here



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