Travelers Aid Information Assistant Robin Rouse received the “Impression Maker” award from Philadelphia International Airport’s (PHL) Employee Recognition Program, recognizing her commitment to delivering exceptional customer service in her role.
Rouse helps passengers navigate the airport and access the resources they need. Her responsibilities include providing accurate information, guiding travelers to the correct locations throughout the terminals, assisting passengers in resolving concerns, and making sure they feel supported during their travel experience.
Passengers Barbara Smith and Victoria Giunta-Abbot nominated Rouse for the Employee Recognition honor.
Giunta-Abbot shared, “Robin Rouse went above and beyond when she found my passport, saving our European trip at the last moment. After checking with TSA and retracing my steps multiple times without success, I returned to the gate feeling defeated. Robin didn’t stop there, she took the initiative to continue searching on her own. Moments later, I heard her calling my name, and she appeared with my passport in hand. She had tracked it down at an American Airlines office after someone turned it in. Thanks to Robin, we made our flight. Her determination, kindness, and willingness to go the extra mile turned a stressful situation into an unforgettable act of care. She reminded me that even in the busiest moments, people are still willing to show up for one another.”
Smith wrote, “This was my first time flying, and there were torrential rains. People were missing flights, it was chaos. Robin was at the help desk, working to provide accurate information and calming people, telling them not to worry. She’s a great customer service representative. Thank you, Robin. I made it home because of your assistance.”
Rouse has been working at PHL for almost 10 months. Her shift starts early in the day, before most people are awake. In her time at the airport, she’s learned how to navigate a fast-paced environment while staying calm and professional. “Working here has helped me grow in confidence and develop strong communication skills. Even in a short time, I’ve built meaningful connections and take pride in the work I do,” she said.
Rouse enjoys helping people and appreciates that PHL has a dynamic environment. She enjoys the energy of the airport, how every day brings something different, and loves meeting people and being able to assist them during their travels. “The airport gives me the opportunity to interact with travelers from all over the world and make their experience smoother.”
Rouse’s coworkers would describe her as genuine, authentic, and someone with strong, positive energy who brings life into the workplace. One of the most meaningful parts of her day-to-day at PHL is being able to help passengers during moments when they may feel stressed. “I enjoy being someone they can rely on for clear information and support, especially when they’re navigating a busy airport. Even small acts of kindness can change someone’s entire travel experience, and I take pride in offering that. I want people to feel supported, respected, and cared for when they interact with me. My goal is to represent PHL with professionalism and kindness. If I can make someone’s day easier, then I’ve done my job well,” says Rouse.
“I’d like to thank my Traveler Aid International PHL team, my supervisors, and especially our head boss for believing in me and supporting my development. Their leadership and encouragement mean a lot. And I’m grateful to be a part of such a strong and caring environment at PHL.”
The PHL Employee Recognition Program was established by the airport’s Strategy Groups’ Guest Experience (GX) unit. Honorees are nominated by their peers and guests and are selected by the GX Council Steering Committee’s Stakeholder Engagement Committee. For more information about the program and to nominate an employee, click here.
