Philadelphia Parking Authority (PPA) Deputy Manager of Airport Operations Thomas Whalen 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.
Before joining the PPA in 2004, Whalen served in the Marine Corps for four years and gained experience at an airport parking company. As the deputy manager of airport operations, he oversees all PPA services, managing supervisors and cashiers out on the plaza, resolving issues, and providing customer service.
“The most meaningful part of my job is working with the supervisors, cashiers and providing customer service to guests as that comes naturally to me,” said Whalen. “I’ve always been taught to treat people the way you want to be treated. Sometimes, people have bad days, and you can motivate them and pat them on the back. You can support them by talking to them because you never know how far it will go. When you see someone needing help, help them; it’s not hard to stick your hand out to them.”
At PHL, Whalen demonstrates customer-centrism, prioritizing passenger needs, teamwork, transcending expectations, proactive communication, effectiveness, respect, and integrity.
In her nomination of Whalen, passenger Dian Bush stated, “Thomas Whalen is a wonderful employee! A family member and I flew to the airport on February 10, 2023, to spend the weekend with family. Unfortunately, our car had two flat tires, with only one spare. We called the phone number on the ticket we received on entering the garage, and luckily, Whalen answered the phone. He met us at the car, where it was determined we would need to have it towed out of the parking garage. Whalen took us through the toll plaza so we could pay our parking fee, and then he took us to the office parking lot. He said we had 24 hours to get it picked up, and he would need our keys to the car so they could get it out of the parking garage. He promised to have them at the counter when our tow truck arrived. He then went out of his way again to take us to Hertz rental car agency so we could rent a car to get home. He was extremely professional and so nice, kind, and patient with us, and we hope you will let him know how much we appreciate him and his kindness!”
Whalen knows the airport like the back of his hand. He enjoys seeing the planes take off and land. He also enjoys seeing all the different people that come through PHL.
Whalen and his colleagues work together to achieve their company goals. “It’s pretty much a family,” he said. “We’re here more than we are at home. You gain friendships.”
While in the Marine Corps, Whalen traveled to Turkey, Greece, Spain, Haiti, Morocco, Liberia, and Italy.
One of his most memorable moments at PHL was when the Phillies won the World Series championship in 2008. He was excited to see everyone at the airport decked out in Phillies gear and believes the win brought the whole city together.
He likes that Philadelphia is a great city with a lot of tradition and history. He enjoys watching Phillies and Philadelphia Union games in his free time, as he’s a big soccer fan. Spending time with family is important to Whalen, who always makes time to attend his grandkids' soccer games.
“I thank the PPA for believing me,” said Whalen. “They gave me a shot when I was younger. It’s a great job. Coming to work is easy. I couldn’t thank them enough for the opportunity.”
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.
