Owais Crawford
Philadelphia International Airport (PHL) has received mixed reviews, with some travellers describing it as shitty and awful, while others have reported positive experiences. The airport has been criticised for its outdated terminal facilities, poor runway configuration, unfriendly staff, and long walking distances between gates and baggage claim. However, some travellers have praised the airport for its convenient walking access between all terminals, each with their own amenities, and relatively quick processes for checking bags and reaching gates. The airport offers various services and assistance to travellers and is easily accessible by car, train, or bus.
| Characteristics | Values |
|---|---|
| Driving to Philadelphia Airport | Expensive parking |
| Time-consuming | |
| Easier with a drop-off | |
| Public Transport to Philadelphia Airport | Possible via train |
| Possible via bus | |
| Cheaper with a shuttle service | |
| Philadelphia Airport | Poorly run |
| Outdated terminal facilities | |
| Poor runway configuration | |
| Unfriendly staff | |
| Long distances between gates and baggage claim |
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What You'll Learn
Rude and unhelpful staff
While Philadelphia International Airport is a major airport, it has received a lot of criticism for its poor design and unhelpful staff. The airport has been described as "absolutely awful" by some travellers, who have encountered rude and unfriendly staff, including TSA agents and check-in clerks.
One traveller's experience at the Southwest airline desk (Gate E12) left a negative impression due to the surly attitude of the check-in clerk. The passenger described the clerk's behaviour as sneering and unwelcoming, creating an unpleasant atmosphere for those seeking assistance. This behaviour is in stark contrast to what one would hope to expect from customer-facing staff, especially in a busy and potentially stressful environment such as an airport.
TSA agents have also been criticised for their unprofessional conduct. Instead of assisting passengers, travellers have observed TSA agents congregating in groups, gossiping, and ignoring those seeking help. This behaviour can make passengers feel like an intrusion and undermines the confidence that these agents are there for safety reasons. In one instance, a confused 70-year-old woman was screamed at by TSA workers, which is unacceptable and reflects poorly on the airport's customer service.
The issues with staff attitude and helpfulness extend beyond individual employees. There appears to be a systemic problem within the airport's management, as similar complaints have been made over the years with no apparent improvement. This suggests that the management is indifferent to the issue or ineffective in implementing changes to improve customer service.
The poor attitude of staff is compounded by operational issues at the airport. The design of the airport has been criticised for requiring passengers to walk long distances between gates, baggage claim, and check-in areas. This inefficient layout adds to the overall frustration of travellers, especially when combined with unhelpful staff.
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Poor airport management
Effective airport management involves the complex coordination and monitoring of various aspects of the airport system, including air traffic, ground handling, security, maintenance, customer service, and environmental impact. A well-managed airport ensures safe, efficient, and sustainable operations while meeting the expectations and needs of customers, stakeholders, and regulators.
One example of poor airport management is the case of Atlanta Airport, which faced criticism for its inability to handle a power outage in 2017. The decision to route all power through a single source, resulting in a complete loss of power, was attributed to cost-cutting measures. This incident, along with the airport's struggle to handle snow, indicated poor management and a lack of preparedness for adverse events.
Similarly, Philadelphia International Airport has received negative reviews from passengers, with complaints about unfriendly staff, long walking distances, and inefficient operations. One passenger recounted an experience where a gate agent gave away their seats due to a missed paging announcement, demonstrating a lack of training and proper procedures.
To improve airport management, it is crucial to adopt a customer-centric approach, focusing on enhancing the passenger experience. Implementing quality and safety management systems, conducting regular audits and risk assessments, and promoting a culture of continuous improvement are essential. Additionally, airports should prioritize cultivating relationships with airlines and ensuring efficient operations to maintain their competitiveness and attract more passengers.
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Outdated terminal facilities
Philadelphia International Airport (PHL) has been described as "outdated" and "poorly run". The airport consists of seven terminals (A-West, A-East, B, C, D, E, and F) which are connected in a line, allowing passengers to walk from one end of the airport to the other. However, this unique layout has also been described as "atrocious", with passengers complaining about long walks from the gate to baggage claim or from check-in to the gate.
Terminal A is split into A-East and A-West, primarily handling international flights, with A-West also serving as the main international arrivals hub. Terminal A-West offers amenities such as the British Airways Galleries Lounge and the American Express Centurion Lounge, as well as culinary options and duty-free stores. Terminal A-East offers the American Admirals Club, restaurants, duty-free shopping, and art installations.
Terminals B and C are connected by a shopping mall and primarily serve American Airlines. Terminal B features the Xpress Spa, where travellers can enjoy massages and robotic manicures. Terminal C has two checkpoints and offers access to the Be Relax Spa near Gate C18.
Terminal D is linked to Terminal E via a post-security walkway and features restaurants, coffee shops, travel shops, and art exhibits. The Terminal D-E Connector is a bustling shopping area with multiple stores and the Delta Sky Club. Terminal E has two checkpoints and shares a security checkpoint with Terminal D. It is served by Frontier, JetBlue, Southwest, and Spirit airlines.
Terminal F, mainly serving regional flights, is noted for its accessibility and compact design. It has one checkpoint and is home to the American Airlines Admirals Club, a food court, art exhibits, shops, massage chairs, and a passenger lounge area by Gate F30.
While some passengers have praised the range of amenities and seamless navigation between terminals, others have criticised the airport for its outdated facilities, poor design, and unfriendly staff.
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Long distances between gates and baggage claim
Philadelphia International Airport (PHL) has been described by some travellers as "shitty" and "an absolute playground" compared to other airports. One of the reasons for this is the long distances between gates and baggage claim areas.
The airport has a unique layout, with departures in the main terminal building and baggage claims across the road. This means that passengers arriving at the airport have to walk long distances to get from their gate to the baggage claim area. This can be inconvenient, especially for those with heavy luggage or those who are trying to make a connecting flight.
The airport has six terminals (A-East, A-West, B, C, D, and E), and each terminal has its own set of gates and baggage claim areas. Terminal A-West, for example, has 13 gates (A14 to A26) on level 2, while the baggage claim area is on level 1. Terminal A-East has 12 gates (A2 to A4, A6, A6a, A7, and A9 to A13) and shares its baggage claim with Terminal A-West. Terminals B and C are used solely by American Airlines for domestic and international flights, and they share ticketing and baggage claim areas. Terminal D has 16 gates (D1 to D16) and baggage claim is located across the ground transportation area. Terminal E has 16 gates (E1 to E16) and baggage claim is also located across the ground transportation area. Finally, Terminal F has the most gates, with 37 (F1 to F9, F11 to F35, and F37 to F39).
To help passengers navigate the large airport and reduce walking distances, PHL offers a free shuttle bus service between gates in different terminals. For example, the shuttle at Gate F-14 goes to Gate C-16 (serving Terminals C, D, and B) and Gate A-1 (serving Terminals A-East and A-West). Despite these efforts, some passengers still find the distances between gates and baggage claim areas to be inconvenient and tiring.
In addition to the long distances, some travellers have also complained about the unfriendly and surly attitudes of some check-in clerks and TSA agents at the airport. However, it is important to note that not all experiences at PHL are negative, and some travellers have reported pleasant and efficient travel experiences.
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Lack of parking options
Parking at Philadelphia International Airport can be a challenge, with limited on-site parking options and high costs. The airport does offer over 16,000 on-site parking spaces, but these can fill up quickly, especially during peak travel times. While the airport provides a free shuttle bus service to and from the Economy Lot, finding a parking space in this lot can still be difficult and time-consuming.
One alternative is to park in the nearby suburbs, such as Ardmore or Manayunk/Roxborough, and then take public transportation to the airport. This option can add significant time to your trip, but it may be worth it to avoid the hassle and expense of on-site airport parking. The SEPTA train, for example, can be accessed from these suburbs and will take you directly to the airport terminal. However, it is important to be mindful of the township, as parking regulations can vary, and you don't want to risk getting a ticket or having your car towed.
Another option is to look for off-site airport parking companies that offer parking and shuttle services. These companies, such as Jet Stream Parking, provide affordable and secure parking options with 24/7 security and shuttle services to and from the airport. With multiple drivers operating at all times, you can rest assured that you will be kept on schedule. Additionally, these off-site lots often have flexible parking choices, accommodating both daily parking and extended stays.
For those looking for an even more affordable option, some hotels in Philadelphia offer free parking for guests. This can be a great choice if you need to stay the night before an early flight, and some hotels even provide gated parking for a small fee while you are on vacation. However, it is important to note that some hotels may have policies to tow unregistered cars after a certain period, so be sure to check their policies before leaving your car.
Overall, while there are a variety of parking options available for those driving to Philadelphia International Airport, the lack of convenient and affordable on-site parking can be a significant challenge. Planning ahead and considering alternative options, such as off-site lots or public transportation, can help ensure a smoother travel experience.
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Frequently asked questions
Driving from Philadelphia Airport can be a hassle due to various reasons, including expensive parking fees, unfriendly staff, and long distances between gates and baggage claims. However, some people have reported positive experiences, praising the airport's connectivity and efficient processes.
You can take a bus or train to the airport. The SEPTA train, for example, can be accessed by parking in the suburbs and then taking the train to 30th Street before transferring to the Airport train line.
Some travellers have reported unfriendly TSA agents, long distances within the airport, issues with gate agents, and poor design. However, it's important to note that experiences can vary, and some people have had positive experiences at the airport.
It is recommended to arrive at the airport well in advance of your flight, especially if you are driving and need to account for parking and transportation time. Consider factors such as the time of day, day of the week, and expected wait times at the airport.
If you plan to drive to the airport, consider parking options in advance, as on-site parking can be expensive. Look for parking lots or companies that offer shuttle services to and from the airport, which can be more cost-effective and convenient.
