Philadelphia airport preps for papal visit
Like the rest of the city, Philadelphia International Airport is bracing for the third week in September, when more than 1.5 million visitors are expected to gather for the World Meeting of Families and a visit by Pope Francis.
"We are talking with airlines that service PHL about their anticipated passenger loads. As of now we expect an estimated 20% to 25% more passengers than usual," airport spokeswoman Mary Flannery told Today in the Sky. "This would be comparable to a very busy Thanksgiving."
To get ready for the influx of domestic and international travelers, the airport is offering its employees – especially those who have direct contact with the traveling public – a refresher course in customer service taught by a local communications consulting firm.
"We want to help prepare our staff on the front line to provide a level of hospitality that is top notch and a first-class experience that will leave visitors with a positive, upbeat impression of Philadelphia and the entire region," airport CEO Mark Gale said in a statement.
The voluntary 90-minute classes began earlier this week and will be continue through Sept. 12.
Coursework includes "a theatrical performance of customer service situations," interactive discussions, listening exercises, understanding travelers' needs and expectations and recognizing the role stress plays in the customer experience.
During September, the airport will be adding Vietnamese and Polish translation services to its existing offerings in French, Spanish, German, Greek, Arabic and Chinese. Volunteers from the World Meeting of Families will also be on hand to help with welcoming services outside security, especially in the baggage claim areas.
"We recognize there will be many families and groups that may be less familiar with flying than business travelers," said Flannery, "We will make a special effort to welcome these visitors to Philadelphia and PHL with way-finding signage and especially knowledgeable customer-service reps."
Harriet Baskas is a Seattle-based airports and aviation writer and USA TODAY Travel's "At the Airport" columnist. She occasionally contributes to Ben Mutzabaugh's Today in the Sky blog. Follow her at twitter.com/hbaskas.