Travelers Aid Information Navigator Sven Maier received the “Impression Maker” award from Philadelphia International Airport’s (PHL) Employee Recognition Program in recognition of his commitment to delivering exceptional customer service in his role.
Maier has been at PHL for over 23 years. His responsibilities include helping passengers find their way around the airport and assisting with any needs they may have. Before his current role, Maier assisted travelers as a member of the Parkway team at PHL. Maier enjoys the airport’s atmosphere and having the opportunity to help people. “Travelers of all kinds may come to the airport and may be put in inconvenient situations. When I get to help, it makes me feel good. I want passengers to feel like this is the airport to come back to,” he said.
The most meaningful part of his job is being able to make a great experience for PHL travelers. Maier recalls an incident where a passenger’s itinerary kept getting delayed and rerouted, going from one place to another for about 30 hours, and ended up at PHL. The traveler had to get to Newark Airport since that’s where her luggage was placed. The traveler asked Maier where to rent a car and Maier insisted that the traveler should take a train due to the stress and money of renting a car and even went with her to purchase her ticket.
Maier was nominated for the Impression Maker award by PHL passenger Stafford Wood, who noted Maier’s kindness. “This gentleman was the most helpful airport employee I’ve ever encountered. When I asked him what my coffee options were, he gave me directions on the map and explained each coffee spot, what its advantage was, and why I might want to try it. He was friendly, helpful, and made me think that all the stereotypes about a Philadelphian must not be true,” said Wood.
Since being at the airport, Maier has learned to build stronger social skills and be proactive. “Sometimes, people won’t always come up and ask for assistance. Over time since being here, I’ve learned when to walk up to a passenger if they may look confused and I’ll ask if they need my help.
Maier describes his fellow co-workers as a tight team, where they communicate and keep each other in the loop of what’s going on at the airport and helping passengers. Maier’s co-workers describe him as a helpful and kind-spirited individual.
Maier believes in always doing his best and hopes to continue making a positive impact on travelers through his assistance.
“I’d like to thank my supervisor Milton Creary, for giving me the flexibility and trust to do my job the way that works best for me.”
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.
