PHILADELPHIA, PA — In a city celebrated for its rich tapestry of cultures and languages, Philadelphia International Airport (PHL) is taking significant strides to ensure that its global visitors feel welcomed and supported. In 2023, PHL introduced innovative tools designed to bridge the language gap for the 28.1 million travelers who pass through its terminals, many of whom do not speak English as their primary language.
The initiative, spearheaded by Leah Douglas, PHL’s Director of Guest Experience, focuses on alleviating the stress and confusion that can accompany international travel. “Being in an unfamiliar airport can be unsettling,” Douglas noted, highlighting the compounded challenge for those navigating language barriers.
One of the key components of this initiative is the GLOBO phone system, a cutting-edge tool that connects travelers with highly qualified interpreters within seconds. This resource became available through PHL’s collaboration with the City of Philadelphia’s Office of Immigrant Affairs and its Language Access Program. Travelers seeking assistance can now find support at information desks across all PHL terminals, where staff members are equipped to instantly link them with a live agent for real-time translation services.
A poignant example of GLOBO’s impact occurred when a PHL volunteer noticed a disoriented passenger who only spoke Russian. Through the swift coordination of the volunteer, TSA agents, and a Philadelphia Police Officer, GLOBO facilitated communication, leading to the successful reunion of the traveler with her husband who had her travel documents.
Beyond GLOBO, the PHL Airport Operations Center (AOC) stands as a multilingual hub, with bilingual operators proficient in languages such as Spanish, French, Arabic, Haitian Creole, and Bambara. “For all other languages, PHL’s AOC utilizes GLOBO for over-the-phone interpretation,” explained Denise Bailey, PHL’s Vice President of Business Diversity and Accessibility. Last year alone, PHL’s bilingual staff assisted 731 guests, with GLOBO being utilized 866 times.
In the coming months, PHL plans to further enhance its multilingual support by introducing pins worn by Department of Aviation and airport stakeholder employees to indicate the languages they speak besides English. These pins, which will be displayed on lanyards, aim to make it easier for travelers to identify staff members who can assist them in their preferred language.
Douglas emphasized the importance of this initiative, stating, “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.” The introduction of these multilingual services not only reflects Philadelphia’s commitment to inclusivity but also sets a precedent for how major transportation hubs can adapt to meet the needs of an increasingly diverse global population.
As PHL continues to expand its language support, the airport not only enhances the travel experience for non-English speakers but also strengthens Philadelphia’s reputation as a welcoming city for visitors from across the globe.
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