Philadelphia International Airport’s (PHL) Guest Experience and IT departments have been working in collaboration to launch a new and innovative way to assist travelers. The Virtual Information Program will allow guests to have live, virtual interactions with the airport’s Information Services team to enhance the current methods of assisting passengers at PHL. Operating 24 hours a day, seven days a week, travelers will be able to contact a live person for assistance with general questions.
Beginning the week of February 14th, live agents will be available virtually on monitors located in Terminal A-West and Terminal C. After the initial pilot, it is anticipated that the program will be available in all areas of the airport. Flyers may also scan a QR Code at kiosks that will allow passengers to access agents from their personal devices and call them from anywhere in the airport.
“The airport wants to provide passengers with options for getting information in a robust and accessible manner,” said Leah Douglas, PHL’s Director of Guest Experience. “Since COVID, several airports have rolled out like programs and at PHL we also want to be consistent to ensure the Virtual Information Program is a similar experience among airports so that guests utilize this amenity.”
In addition to the virtual program members of the PHL Volunteer Navigators will be assisting in person to answer our passengers' questions. Look for their bright blue vests.