JetBlue Airways Airport Operations crew member Kaisha Mercado recently received the “Caring Support” award in Philadelphia International Airport's (PHL) 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.
Mercado works part-time with JetBlue, working the 5:30 – 10:30 p.m. shift, and has been at the airport for over one year. As an airport operations crew member, she checks in passengers, verifies their documents, and assists with boarding and deplaning aircraft. She is also a ground security coordinator (GSC) and collaborates with other airport tenants to ensure safety directives are followed. Mercado holds a Bachelor of Arts degree in Theatre Arts from Rowan University and a master's degree in special education from Grand Canyon University.
“I love caring for people,” said Mercado. “I get to teach people of every age how to use technology and attach a bag tag. JetBlue University taught us everything dealing with the airline and aviation.”
Mercado demonstrates customer-centrism by prioritizing passenger needs, teamwork, and proactive communication. She enjoys merging her two passions of teaching and caring for people while working at the airport. “When I come here, I’m already in the mindset I want to be in. It’s easy for me to start my shift, I look forward to it.”
In her nomination of Mercado, JetBlue General Manager Pamela Rivers stated, “Kaisha has been with JetBlue for a little over a year and has made a huge impact. She is a full-time special needs teacher and works here at JetBlue. Her passion for special needs comes through when assisting our customers with disabilities. She embodies love, patience, caring for, and making our customers with disabilities feel as though they have no disabilities at all. She goes out of her way to do whatever she can to make them feel comfortable, whether assisting them to the restroom store, helping board the aircraft, holding assistive devices, or just conversing with them. She even scheduled a field trip for her students to come to the airport to see and experience what it is to be a traveler. She has been a great asset here at JetBlue as she embodies all our JetBlue values.”
Mercado enjoys interacting with passengers and hearing about their destinations. “When we have delays, I get on the loudspeaker and update passengers,” said Mercado. “Being the calm in the storm for them is the most meaningful part to me.”
In addition to being nominated in the “Caring Support” category, Mercado was also nominated for the “Safe & Sound” category, most notably given to airport workers who maintain the safety and security of PHL. In his nomination of Mercado, Delta Ramp Agent Leroy Nesbitt stated, “I'm pleased to nominate Kaisha for the safe and sound award. I found her dependable, efficient, and detailed when communicating with others. Working with someone who pays attention to details when speaking to our customers and her surroundings is a pleasure. Kaisha's willingness to communicate with customers during our irregular operations is unmatched, speaking up when she notices something wrong and being proactive when things are unsafe. Additionally, when Kaisha was on the employee bus and noticed an issue, she took pictures and reported it to leadership and the PHL Police. She loves people, works hard, and always tries to lift the spirits of those around her.”
Being on the inside is the most fascinating part for Mercado, as it makes her appreciate this form of transportation even more.
Her coworkers describe her as passionate, selfless, and kind. “With JetBlue, it’s a family,” said Mercado. “We mesh well together and utilize each other’s strengths. We jump in to assist one another. We’re all different and provide a non-judgmental zone. All my coworkers know I teach, and they’re all supportive and genuinely ask me about my class.”
Mercado strives to be encouraging, empowering, and uplifting because that’s what she would want in return. She believes in some quotes: ‘Yesterday was yesterday, tomorrow will be tomorrow, live for the moment, and ‘life is about learning, there’s a lesson in everything.’
“JetBlue stands out among all the airlines because of the integrity we have,” said Mercado. “We value what our airline stands for and ensure our passengers are satisfied.” This allows her to do a phenomenal job and go above and beyond in serving passengers.
Mercado is active in her church, loves fashion, and enjoys traveling in her free time. She enjoys spending quality time with her mother, daughter, and twin sister.
“I want to thank our general manager, Pamela Rivers,” said Mercado. “From the beginning, she has gone above and beyond for everyone. She has shown us what it takes to be a great leader. She shows up and is vulnerable, which makes it easy for me to give her my ‘yes.’ I also want to thank Dana Ellis, Joselin Marcelino, and Leroy Nesbitt. I also thank everyone in the JetBlue family for teaching me the skills and teaching me every day to perfect the skills and to find my strengths here in the aviation industry.”
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.
