PHL WORKS Earns ACI-NA Award for “Customer Service Through People”

Philadelphia International Airport’s (PHL) PHL WORKS program received the Airports Council International–North America (ACI-NA)’s “Customer Service Through People” award at its Annual Marketing and Communications Conference. The honor was one of ACI-NA’s 2025 Excellence in Airport Marketing, Communications, and Customer Experience Awards. Launched in June 2024, PHL WORKS is the airport’s customer service standards initiative that includes employee recognition awards and training sessions for all badged personnel.  

This year, to build excitement around the program and to celebrate the FIFA Club World Cup, the airport’s Employee Engagement Committee hosted the soccer-themed PHL WORKS Airport Community Pep Rally and Employee Recognition Awards Ceremony. Five previous Employee Recognition Program winners and the 2025 Employee Recognition All-Star were honored. The group included employees from across the airport community, including the Department of Aviation, Airport Police, JetBlue, Hudson Group, and Travelers Aid International. By partnering with airport tenants, PHL WORKS fosters unique engagement opportunities and helps raise customer service standards across the entire airport. 

“‘Customer Experience Through People’ is at the heart of our customer service vision and standards. We want all our guests and employees to feel welcomed, valued, and appreciated,” said Leah Douglas, the airport’s Director of Guest Experience. “This meaningful aviation industry accolade awarded by ACI-NA recognizes our collective focus on fostering airport-wide employee engagement opportunities to generate excitement, positivity, and memorable customer service interactions. Thank you to everyone at PHL for your ongoing dedication, support, and participation in our PHL WORKS programming.”