Philadelphia International Airport (PHL) recently marked a significant milestone with the grand opening of its new Airport Operations Center (AOC), the state-of-the-art facility that replaced the former Communications Center at Terminal C. The AOC is a centralized hub where a variety of duties take place, including communications, Job Control (service requests), lost and found, operations, and security, with staff working in shifts to ensure a seamless and efficient operation. 

While the AOC is not introducing new functions to PHL, it is consolidating existing entities in a single location, allowing for greater collaboration and understanding among stakeholders and units.

Communication Center operators answer PHL's general inquiry phone and service calls, provide language assistance, distribute important announcements to passengers in terminals and baggage claims on screen and through the public address system, handle front desk inquiries and provide reception services at AOC. During an emergency, these operators also issue in-terminal alerts. 

The Operations staff in the AOC provide airlines' daily gates assignments, respond to emergencies, monitor aircraft diversions and send important updates to stakeholders via email. The team utilizes computer systems and camera surveillance for duties like River Watch, which entails monitoring ships on the Delaware River to ensure they are not impeding air traffic. 

PHL's System Security team and IT Department monitor systems across the airport and provide technical support for technical issues that may arise.  

The AOC will undergo a further transformation when the Badging Office and Testing Center relocate to International Plaza 2. When the move is complete, the airport's stakeholders, including TSA, and the Department of Aviation's Guest Experience and Public Affairs teams will have a desk presence in the AOC.