Introducing PHL’s Passenger Assistance Team

As an airport, we’re constantly challenging our team to provide a better, more hospitable traveling experience for every guest arriving or departing through PHL. To do that, we must understand our passengers’ expectations and decide as an airport-wide team the best way to meet and exceed those expectations. The PHL Passenger Assistance team has long played an important role in these efforts, especially for our arriving international travelers. Established in 1992, the program will celebrate its 30th anniversary next year. As international travel is projected to rise in 2022 and travelers begin to rediscover the joy of traveling for business or pleasure – our Passenger Assistance team is well-prepared to welcome them back upon arrival.

On a day-to-day basis, the Passenger Assistance team can be found providing directional assistance and translation services to PHL’s guests who do not speak English. The team of four professionals, most of whom are bilingual, also utilize Google Translate to ensure that guests are able to communicate, regardless of their language, when arriving at PHL.

Led by Supervisor Tara McSorley, the team also includes Acting Supervisor Esso-Sinam Yague, and Service Representatives, Luz Diaz and Lin To. They work together to ensure that any and all questions international travelers may have are answered promptly and accurately, and the team is trained to efficiently and effectively troubleshoot any obstacles that may arise during the travel experience.

McSorley recently shared her thoughts on the program, saying, “I love the opportunity to interact with our passengers. It is such a satisfying feeling to help people that are coming from near and far, many of whom may be traveling to a new country or meeting family for the first time. The glow on passenger’s faces, knowing that their loved ones are nearby, is pure joy.”

McSorley recently assisted with Operation Allies Welcome, an effort between the City of Philadelphia, PHL, and the federal government to provide a point-of-entry location for individuals evacuated from Afghanistan. McSorley recalls working with a translator and several Delta Airlines ticket agents to help an Afghan family during their travel to the United States.

“It was an incredibly rewarding experience and truly reminded me of all of the good provided by the PHL Passenger Assistance program,” McSorley said.

Do you think you have what it takes to join this growing team?  Great news - PHL has several opportunities available:

  • Bilingual Receptionists - hiring now! To be considered for the position, applicants must be enrolled in a college or university, have bilingual or multilingual conversation skills, and be a Philadelphia resident. To apply for the position, please visit the following link: Bilingual Receptionist Job Opening
  •  Service Representatives - hiring in Spring 2022! More information to come.

Media Contacts

Christine Ottow
Director of Strategic Communications
[email protected]
Heather Redfern
Public Affairs Manager
[email protected]

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