The New Airport Experience

When the public is ready to fly again, travelers will encounter a new airport experience, from the time they enter the building until boarding their planes.

“Physical distancing has been a major focus of our efforts,” said PHL Director of Guest Experience Leah Douglas. “There are many places throughout the airport where guests wait in lines, from ticket counters and self-service kiosks to security checkpoints and restrooms. We’ve been working with our airport partners—the airlines, TSA and concessionaires—to identify where we need to remind passengers to practice physical distancing, as well as the best way to do that.”

To start, PHL has placed "Please Physically Distance" decals on the floor at key locations where the public tends to stand close together, including entry ways to restrooms and just before moving walkways and escalators. Along the moving sidewalks, signs request that the public not pass one another. “We have also recorded overhead announcements in the terminals to remind employees and passengers to practice physical distancing,” said Douglas.

MarketPlace PHL and PHL Food and Shops have also made adjustments at dining and retail establishments to reinforcement the importance of physical distancing. Passengers will find decals in queuing areas, indicating where to stand and give appropriate space to other patrons; protective shields at cash registers; and tables and chairs in the food court placed six feet apart. Signs remind customers and employees not to move tables and chairs together.

“We are also encouraging employees and passengers to take advantage of contactless ordering by using the Grab mobile food ordering platform,” said MarketPlace PHL Marketing and Customer Service Manager Megan O’Connell. “With the Grab app or through the Grab website, customers can order and pay for from participating restaurants and skip the line to pick up food when it is ready.”

Additional changes will be coming in the weeks and months ahead. “As we start to welcome our passengers back to PHL, we want them to see that we have proactively incorporated measures throughout the facility for their health and safety,” said Douglas. “As people resume flying, we’ll monitor behaviors and make adjustments based on customer feedback and our observations. We’ll also engage our industry peers and share best practices as we adapt to a post-pandemic travel world.” 

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