Saturday, March 23, 2024
In 2023, Philadelphia International Airport (PHL) greeted over 28 million visitors from across the globe. To improve the experience for those who do not primarily speak English, PHL has introduced two innovative solutions aimed at easing navigation through the airport.
Leah Douglas, PHL’s Director of Guest Experience, highlighted the challenges faced by travelers in unfamiliar airports, especially those who are not proficient in English, which can amplify the stress of finding one’s way.
One of the tools launched by PHL is the GLOBO phone system, established in partnership with the City of Philadelphia’s Office of Immigrant Affairs through the Language Access Program. This system facilitates instant access to professional interpreters specialized in various fields, offering quick and efficient language assistance to travelers. Visitors can use GLOBO at any information desk within PHL, where the staff, including Navigator and Volunteer Navigator teams, are equipped to connect them with live translation services.
A notable incident involved a PHL volunteer aiding a disoriented Russian-speaking passenger. With the assistance of GLOBO, TSA agents, and a Philadelphia Police Officer, the volunteer was able to communicate with the passenger, who had been separated from her husband. The situation was swiftly resolved, reuniting the couple at their designated gate.
Furthermore, PHL is enhancing multilingual support through its Airport Operations Center (AOC), which has bilingual staff proficient in several languages including Spanish, French, Arabic, Haitian Creole, and Bambara. When additional language support is needed, the AOC turns to GLOBO. “For all other languages, PHL’s AOC utilizes GLOBO for over-the-phone interpretation. Last year, our bilingual staff helped 731 guests, utilizing GLOBO 866 times,” said Denise Bailey, PHL’s Vice President of Business Diversity and Accessibility.
PHL is also set to introduce “I Speak Pins,” worn by Department of Aviation and airport stakeholder employees. These pins, which will be displayed on lanyards, indicate the wearer’s language abilities beyond English, making it easier for passengers to seek help in their native language.
“We have employees that know American Sign Language (ASL) and speak Spanish, French, Arabic, Russian, German and Italian and are identifying more multilingual speakers all the time,” said Douglas. “PHL proudly welcomes passengers from around the world to Philadelphia and we want them to feel at home and have a great experience while they are here.”
Saturday, April 27, 2024
Saturday, April 27, 2024
