Summary
Why is language access important in travel settings like airports and transportation hubs? Language access allows travelers to navigate safely and confidently, regardless of the language they speak. Interpretation and translation services reduce confusion and help create a welcoming, inclusive experience.
What role does on-demand interpretation play in improving the travel experience? On-demand interpretation connects travelers with professional linguists in seconds, enabling real-time communication. It helps them ask questions, follow directions, and get support quickly and clearly.
How can transportation organizations create more inclusive and accessible environments? By placing LanguageLine interpretation and translation tools throughout key travel areas, organizations support accessibility in over 240 languages, including ASL.
Why Interpretation and Translation Are Essential for Safe, Confident Travel
It was late afternoon when the Kamanzi family, their faces tired but hopeful, arrived at Richmond International Airport (RIC). Having traveled from Rwanda with a connecting flight, the bustle of RIC was a new world. Their 8-year-old daughter clutched her mother's hand, a mix of excitement and confusion on her face as they searched for their luggage. Her father tried to ask an airport staff member for help finding the right carousel, but his English faltered.
The friendly RIC employee, sensing their struggle, pulled out a tablet. Within seconds, a Kinyarwanda interpreter appeared on screen via LanguageLine Solutions.
“Murakaza neza!” the interpreter greeted warmly.
Relief washed over Mr. Kamanzi's face. Through the interpreter, he quickly conveyed their baggage question, received clear directions, and even a warm welcome to Richmond. The simple exchange, bridging miles and languages, transformed their weary arrival into a smooth, reassuring welcome to Virginia.
Challenge: Serving a Growing Global Gateway
RIC serves as a vital gateway to Central Virginia. Located just seven miles from downtown Richmond, the airport now sees nearly 4.9 million travelers annually, its highest volume to date. Approximately 480,000 of these passengers are taking the domestic leg of an international journey.
With nonstop flights to major hubs and a diverse local population, where nearly 12 percent speak a language other than English at home, RIC recognized that an increasing number of travelers may need help navigating the airport in a language they understand.
Until recently, this created communication challenges for passengers with limited English proficiency or who are Deaf or Hard of Hearing. Airport staff were often left improvising ways to assist travelers, which could lead to delays, misunderstandings, and missed opportunities to provide a warm, safe welcome.
RIC needed a reliable, fast, and respectful way to bridge these language gaps. One that would match the airport’s commitment to offering an exceptional travel experience for all.
Solution: Real-Time Language Access Through LanguageLine
RIC partnered with LanguageLine to seamlessly blend on-demand language support into the passenger experience.
Passengers in need of interpretation can now connect with professional linguists in over 240 languages within seconds, right from the terminal. Tablets and other access points are placed throughout key areas, including ticketing, the lower-level arrivals, and both concourses. The service also includes American Sign Language (ASL), ensuring accessibility for Deaf and Hard-of-Hearing travelers.
“We when say we seek to offer an exceptional travel experience for all customers, we mean all customers,” said Perry J. Miller, president and CEO of the Capital Region Airport Commission. “LanguageLine is an innovative solution that efficiently brings language access to our international visitors. The need is significant.”
The partnership with LanguageLine ensures that every traveler, regardless of language, can ask questions, express concerns, and receive guidance with confidence.
“We exist to ensure that every person, regardless of the language they speak, feels seen, heard, and understood,” said Simon Yoxon-Grant, president & CEO of LanguageLine Solutions. “We are incredibly proud to stand alongside Richmond International Airport to create a more inclusive and welcoming experience for all travelers.”
Result: A More Inclusive, Confident Passenger Experience
With LanguageLine’s support, RIC has made its passenger terminal more inclusive, safe, and welcoming.
The airport's signage and language support tools serve as visible reminders of its commitment to all travelers. Whether someone is arriving in Richmond for the first time or connecting en route to another destination, they now experience a space that speaks their language.
Through this partnership, RIC is setting a new standard for regional airports, blending small-airport convenience with global accessibility. For families like the Kamanzis, that means more than finding the right carousel. It means being welcomed, understood, and supported from the moment they land.
Let’s Talk Solutions
LanguageLine is proud to partner with Richmond International Airport and other transportation leaders working to make travel more inclusive. Is your organization interested in doing the same? Please contact us to schedule a free consultation.
