American Airlines Customer Service Associate Patricia “Patti” Smith 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.
Smith has been at PHL for nine years and works the overnight shift from 10 p.m.-6:30 a.m. As a customer service associate, she assists guests and ensures domestic and international flights safely depart on time. Smith holds a Bachelor of Arts degree in fine art from Rosemont and a master’s degree in architecture from Drexel University. Before joining PHL, Smith spent over 20 years in architecture and real estate.
“I love the overnight shift. I’m able to help a lot of passengers,” said Smith. “I love people, and I love hearing their stories. I like to talk to people from different cultures. I believe in treating all passengers with compassion.”
At PHL, Smith is known for her effectiveness, customer-centrism, prioritizing passenger needs, and transcending expectations.
After a passenger experienced a fall earlier this year, she nominated Smith, stating, “Ms. Smith quickly appeared and came to my assistance in a caring, compassionate way. She helped me to a chair and called for the police and medical assistance. She also retrieved a cart to get us to our gate. Most importantly, she stayed with us as I gathered myself and gently talked us through the situation. Only when I was ready did she help me onto the cart and escort us to the gate. Once there, she stayed with us for as long as was necessary, and we were fully settled. During this episode, she dealt with us warmly, friendly, and respectfully, turning a bad situation into a blip in our travels. My most heartfelt thanks go to Ms. Smith for her help.”
Smith upholds the utmost customer service experience for passengers. “I want people to be happy with the customer service they received,” she said. “I just like to see people smile and be happy because life is too short. I enjoy making passengers laugh. I want to make their experiences here easier.”
Smith enjoys mentoring new employees as she believes knowledge is power. She hopes to build confidence in employees and empower young workers. She enjoys the coworking relationships she’s been able to make while working. “I love that I have a family away from home,” said Smith.
Receiving this employee recognition award from the Employee Recognition Program has been Smith’s most memorable moment. “I’m happy people are being recognized,” she said. “It’s nice to be recognized in this manner.”
Smith's top favorite tourist destinations are Greece, Ireland, Amsterdam, Sint Maarten, and Saint Kitts. Later this year, Smith is also excited to fly to American’s three new European destinations: Copenhagen, Nice, and Naples.
Smith encourages passengers to visit common Philadelphia tourist destinations such as Independence Hall, Old City, Elfreth’s Alley, and the Philadelphia Museum of Art. In her free time, Smith donates to children’s organizations.
“I want to thank my coworkers,” said Smith. “They’re all great. Everybody has their own personalities and somehow, we all get along. I love that. Everybody works as a team. It’s a great group of people here. I love working for American Airlines, it’s a great company. They set you up for success. I’m thankful for the flexibility in our schedules. It’s a fantastic organization.”
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.
