Author visits TPA to share lessons learned from 9/11 aviation heroes
TPA employees last week were invited to a special presentation from "Reclaiming the Sky" author Tom Murphy, who wrote a book about resiliency in the aviation industry following 9/11.
When aviation consultant Tom Murphy started one of the first airport customer service training programs for Miami International Airport in the 1980s, he had no idea how significant his program would eventually become. By 1990, he had created the “Airport Ambassador” program, training thousands of airport workers at New York’s three main airports: JFK, LaGuardia, and Newark. By 2001, the training program had expanded to more than a dozen airports and airlines across the U.S., including teams in both Boston and Washington, D.C.
Then came 9/11, and everything changed. After years of developing close relationships with airport and airline managers, as well as front-line employees, Murphy found many of those he worked with in the aviation field directly impacted by loss following the attacks. As he tried to recover from his own grief, he looked around and saw many of those same colleagues who had lost loved ones and close friends doing extraordinary things.
Murphy sought to understand how the aviation community was recovering from such a profound loss. He connected with colleagues across major airports and airlines to gather insights on resilience and courage. His research culminated in a book, “Reclaiming the Sky,” which profiles the bravery of airport workers who faced the unimaginable on that fateful day. Proceeds go to American and United Airlines flight attendant charities and the Betty Ong Foundation, named after a heroic flight attendant killed on one of the flights involved in the 9/11 attacks.
Through the book and public speaking events, Murphy continues to share those vital stories with the next generation of aviation professionals—some of whom were born after, or just before 2001, and have no personal memory of the events.
In a presentation at Tampa International Airport last week, sponsored by airport concessionaire SSP America, Murphy discussed with TPA employees the often-overlooked heroism of aviation workers during the September 11 attacks. He emphasized that while many stories have chronicled the actions of police and firefighters, the resilience of aviation professionals also deserves recognition.
“They came to work expecting a normal day and found themselves in the midst of a national tragedy,” he said, highlighting the profound impact of that day on their lives and careers.
Those in attendance were invited to share their own stories, including TPA’s Ilana Goldenberg, who recounted the crucial role played by her coworker, TPA Marketing Manager Kelly Figley, during the crisis. With much of Tampa International Airport's leadership team out of the country for a conference and all flights grounded, Figley stepped up to help manage the airport's communications response during a time of chaos.
Murphy highlighted the importance of leadership and quick decision-making in times of extreme stress, showcasing how aviation professionals became heroes in their own right. His presentation emphasized four key principles of resilience drawn from the experiences of aviation workers following 9/11: Focusing on helping others during times of loss, saying “yes” when someone has a need, persevering even when challenges arise, and building a sense of community among colleagues.
Airport employees in attendance expressed their interest in integrating these principles into their daily operations and emergency preparedness plans. The discussion also highlighted ongoing challenges in the aviation industry, from cybersecurity threats and maintaining passenger confidence to handling operational stress.
In conjunction with his presentation, Murphy also highlighted the "Reclaiming the Sky" essay contest, launched by Airports Council International-North America (ACI-NA) in partnership with the Human Resiliency Institute at Fordham University. This program, sponsored by SSP America, invites young professionals in the airport industry—those 40 years of age and under—to explore the stories of aviation heroes from September 11, 2001, while developing their own resiliency skills. Participants have the chance to win cash prizes, along with free registration to this year’s ACI conference in October. Last year’s winner was TPA’s very own Eric Caplan, Sustainability and Resilience Program Director for the Airport.
As the aviation community approaches the 25th anniversary of 9/11 next year, Murphy's message serves as a reminder of the resilience of the aviation industry and the power of shared experiences to foster recovery and growth. He said he hopes the people profiled in his book help keep the stories of those who served on that day alive, and that the younger generation applies the survivors' lessons to today’s challenges, ensuring that the spirit of resilience continues to guide the aviation workforce
