GETTING AROUND PHL a guide for travelers with disabilities www.phl.org Contents Welcome Welcome to Philadelphia International Airport (PHL) (the Airport). 1 Welcome We are keenly interested in serving the needs of all our travelers and we hope your travel experience through the Airport is an 1 Things You Should Know enjoyable one. We offer this brochure to familiarize you with the Airport’s services and facilities that are available to travelers with 3 Inside All Terminals disabilities. More current information about these services and facilities as well as general airport, airline and flight/gate informa- 5 Parking & Ground Transportation tion may be available at the Airport’s website www.phl.org. 8 Important Telephone Numbers Philadelphia International Airport is owned and operated by the City of Philadelphia. However, it is important to know that many 9 Airline Reservation Numbers of the services provided to our travelers are provided directly and exclusively by the airlines and other agencies. The City of Philadelphia 10 Map leases facilities to these parties. A list of airlines and agencies operating at Philadelphia International Airport is provided for 13 Location of TDD/TTY Public Pay Phones your convenience inside this brochure. Philadelphia International Airport is dedicated to offering premier 14 Frequently Asked Questions air service while providing the highest levels of safety, security and customer service. We welcome any comments or suggestions that you might have pertaining to this brochure or the Airport’s services. Please forward them to: Philadelphia International Airport, Public Affairs Office, Terminal D/E, 3rd Floor, Philadelphia, PA 19153. Or call 215-937-6840 (TDD/TTY, 215-937-6755). Fax: 215-937-6497. Or email: [email protected]. People with disabilities who are planning to visit the City of Philadelphia can receive information relating to accessibility in the City by visiting the website www.phila.gov/aco. Things You Should Know Many services such as skycaps, sighted guides, or electric carts and wheelchairs are provided by the airlines. If assistance is necessary, advance notice may be given to the appropriate airline. This can be done by calling your airline directly or by contacting your travel agent. The Airport does not provide these services. SECURITY CHECKPOINTS To help expedite your passage through the security checkpoint and for information on what items are prohibited onboard the aircraft, log onto the TSA website at www.TSA.gov or call 866-289-9673. Email: [email protected]. Follow on Twitter @AskTSA Travelers or families of passengers with disabilities and medical conditions may call TSA Cares toll-free at 855-787-2227 prior to traveling with questions about screening policies, procedures and what to expect at the security checkpoint. The hours of operation are: Monday through Friday, 8:00 am – 11:00 pm Eastern Time. Travelers who are deaf or hard of hearing can use a relay service to contact TSA Cares or email: [email protected]. TSA recommends that passengers call at least approximately 72 hours ahead of travel. The TSA has specially designated lanes at security checkpoints for persons with disabilities. 2 GETTING AROUND GUIDE PHL GETTING AROUND GUIDE PHL 1 Stringent new passenger and baggage screening requirements will MOBILITY ASSISTANCE THROUGHOUT THE AIRPORT take extra time. Plan to arrive at least two hour before a domestic Individual airlines provide wheelchair service; American Airlines departure and at least three hours before an international provides electric cart as well as wheelchair service to its passengers. departure; allow more time during peak travel periods. Please When making an airline reservation, advise your airline that this check with your airline for more specific check-in times. service will be needed at the Airport. It is advisable to confirm this request prior to your departure day. Airline personnel at the PET PORTS Airport will facilitate this service. Seven specially designed animal relief areas are located on the The airlines are required, under the Air Carrier Access Act, to provide Departing Flights road and outside the bag claim buildings. The wheelchair assistance upon request. If any wheelchair related issues Pet Ports were created to provide appropriate facilities for service occur, then the passenger may request to speak with the airline’s animals traveling with passengers as well as pets and Airport Complaints Resolution Official (CRO). Each airline must have at least security canines. one CRO available at the airport during times of scheduled carrier The Pet Port areas vary in size from 250 to 600 square feet. A operations. The CRO can be available by telephone. four-foot high fence with a latching gate contains the areas. The Complaints that are unresolved by the air carrier regarding interior has a 4-inch deep mulch surface, a bench, faux fire wheelchair issues or those alleging discriminatory treatment on hydrant, biodegradable pet waste bag dispenser with receptacle, the basis of disability by air carrier personnel may be directed and a concrete dog paw print. Some areas contain landscaped to the U.S. Department of Transportation’s Disability Hotline which beds along the exterior perimeter of the fence and a concrete can be contacted as follows. (Hours are Monday – Friday, 9:00am sidewalk to exit the area. The facilities have been designed to through 5:00pm, Eastern Standard Time). accommodate animals and ensure that the Airport grounds are properly maintained. Voice: 800-778-4838 TDD/TTY: 800-455-9880 The Pet Port areas are located: E-mail: http://www.dot.gov/airconsumer Regular Mail: On the Departing Flights Road Aviation Consumer Protection Division (C-75) • Between Terminals A-West and A-East; U.S. Department of Transportation • Between Terminal B/C ticketing and the Airport 1200 New Jersey Avenue, SE Communications Center; Washington, D.C. 20590 • After Terminal E; • After Terminal F. AIRPORT AUTISM ACCESS PROGRAM Philadelphia International Airport (PHL) has collaborated with On the Arrivals side autism specialists, the U.S. Department of Homeland Security’s • Adjacent to Terminal A-East bag claim Transportation Security Administration (TSA), The Gray Center, along the Arriving Flights road; and participating airlines at PHL to develop the Airport Autism • Adjacent to Terminal B bag claim along Access Program. This Program provides opportunities for children the Commercial Vehicle Roadway; with autism and their families to become familiar with traveling through PHL, and includes Social Stories™ by Carol Gray and • Adjacent to Terminal E bag claim along a simulated airport experience. For more information about this the Commercial Vehicle Roadway. Program, please visit the Airport’s website www.phl.org or FLIGHT AND GATE INFORMATION contact [email protected] Passengers can get up-to-date flight and gate information by dialing 800-PHL-GATE (800-745-4283) or visiting www.phl.org Inside All Terminals BOARDING AND DEPLANING PROCEDURES Boarding and deplaning procedures are the responsibility of the individual air carrier. Please contact an airline representative or your INSIDE ALL TERMINALS YOU WILL FIND THE FOLLOWING: travel agent prior to your trip to the Airport for questions or concerns. Airport information counters are located in the terminals near the security checkpoints (in Terminal F a counter is also located in the Hub). In Terminals A-West, B and C, counters are located beyond the security checkpoint. In Terminals A-East, D, E and F counters are located both inside and outside the security checkpoint area. General Airport information as well as worldwide airport operating and weather information, and Airport and regional tourism brochures are available at all counters. This complimentary service is offered 24 hours in Terminals B, D and F, and from 7:00am to 11:00pm in all other terminals. 2 GETTING AROUND GUIDE PHL GETTING AROUND GUIDE PHL 3 Elevators are available between the lower and upper levels, in Automated External Defibrillators, or AEDs, are located in the the bag claim areas and all parking garages. Elevators with Braille public areas of the terminal. There are approximately 100 units in signage and raised numbers are in each of the terminals and the terminals and their locations adhere to American Red Cross parking garages. spacing standards (1 minute walking time between units). These devices can be used to automatically diagnose potentially life Moving walkways are available in 10 locations: on the walkway threatening cardiac symptoms and may be used to treat them. between Terminal A-East and Terminal A-West, on the connector bridge between the Terminal A-West bag re-check area and The Philadelphia Airport Marriott Hotel is conveniently connected Terminal A-East, on the 3rd floor walkway in Terminal A-West, on to Terminal B by a sky bridge. The 419-room facility, which the walkway between Terminals A-East and B, between Terminals includes 20 rooms meeting ADA standards, was designed with B and C behind the row of shops, on the walkway between business travelers in mind and is equipped with in-room work Terminals C and D and along the pedestrian bridges on the way stations, roll-in type showers, workout room with lap pool, to bag claim in Terminals B, C, D and E. (See Map on Page 10) meeting and banquet facilities and a full-service restaurant. Restrooms accessible to individuals with disabilities are located Visual Paging The Airport has installed 161 large, easy-to-read throughout the Airport terminal facility in approximately 47 LCD monitors throughout the terminals that visually convey separate locations. These facilities are indicated by the Interna- information broadcast over the public address system. Like audio tional Symbol of Accessibility. Companion Care Restrooms are announcements, visual messages can be presented in several situated adjacent to the men’s and women’s restrooms in more languages. The monitors also direct persons to the nearest TDD/ than 40 of these 47 locations.