COMMISSION 
AGENDA MEMORANDUM                        Item No.          8d 
ACTION ITEM                            Date of Meeting     December 14, 2021 

DATE :     December 14, 2021 
TO:        Stephen P. Metruck, Executive Director 
FROM:    Elicia Snowden, Manager, Customer Engagement (Aviation Customer Service) 
SUBJECT:  Airport Language Interpretation Services 
Amount of this request:               $1,000,000 
Total estimated project cost:          $1,000,000 
ACTION REQUESTED 
Request Commission authorization for the Executive Director to approve funding to acquire a
language interpretation contract for use at Seattle-Tacoma International Airport in the Amount
of $1,000,000 of a total contract estimate of $1,000,000. 
EXECUTIVE SUMMARY 
With around 50 million annual passengers (based on 2019 volumes) at SEA, we rely on the
airport's multilingual customer service representatives and contracted staff to assist our
international travelers as they move through their travel journey. However, there are instances
when an employee with the specific language skills is not available. Additionally, translation is
also frequently needed when passengers go through the Department of Homeland Security
screening processes administered by U.S. Customs and Border Protection and/or the U.S.
Transportation Security Administration. Since every passenger is required to be screened (either
domestic or international), many languages are spoken and there is a frequent need by the
federal agency officers for language interpretation. The airport has previously utilized a language
interpretation service via telephone to meet this need. In addition to seeking a telephone
interpretation aid, there is a desire to secure over-the-phone and video interpretation for our
deaf and hard of hearing customers. SEA will be fully equipped including special accessibility
facilities to provide all travelers a seamless experience. 
JUSTIFICATION 
This request supports the following Century Agenda and Aviation Division strategic goals: 
(1) Advance this region as a leading tourism destination and business gateway 
(2) Become a Model for Equity, Diversity and Inclusion 

Template revised January 10, 2019.

COMMISSION AGENDA  Action Item No. 8d                                  Page 2 of 4 
Meeting Date: December 14, 2021 
As an international gateway for both business and leisure travel, SEA wants to ensure that our non-English
speaking visitors have a mean to simply communicate with the staff. SEA welcomes many languages within
our airport staff; however, they are not always readily available. As every international arriving passenger
must be screened and/or interviewed by U.S. Customs and Border Protection (CBP), having a language
interpretation ensures that we are equipped to serve the travelers. Additionally, as the Port of Seattle
strives to be a model for equity, diversity, and inclusion, the ability to meet the needs of our Limited
English Proficient customer base is imperative. Interpreters are from different cultures and have
awareness related to different cultural perceptions, values, customs, and beliefs. They are able to
communicate keeping check of all the cultural aspects in mind ensuring no miscommunication takes place,
which is especially important when interviewing passengers. 

Diversity in Contracting 
Partnered with Diversity in Contracting and have established a WMBE goal of 10 percent. 
DETAILS 
This interpretation service contract funding will continue the needed interpretation in the
Federal Inspection Services area in SEA's South Satellite as well as transferred into the new
International Arrivals Facility when it opens in 2022. This service is also available to the Port of
Seattle's Airport Customer Service Representatives (Pathfinders) who work in the seven-day
operation of SEA's terminal. Additionally, the Pathfinders have the ability to, not only utilize the
over-the-phone translation, but can have reach an interpreter via video on their iPads for all
languages including American Sign Language. 
Scope of Work 
Vendor shall provide on-demand over the phone interpreter (OPI) and video remote interpreter
(VRI) services for Purchasers serving Limited English Proficiency individuals (clients) 24/7/365
without disruption for spoken languages and must be connected to an interpreter within thirty
(30) seconds at a rate of 95% or greater. Vendor shall facilitate language identification prior to
connecting Purchaser with interpreter. Once interpretation begins, the OPI or VRI call cannot be
placed on hold or put into a queue. Vendor must ensure that the interpreter is a professional and
has the appropriate credentials and qualifications to complete the Services as required. 
The Purchaser minimum is that Contractor shall provide and maintain interpreters who are skilled
to industry standards, expectations, and trends. The Interpreter shall comply with the ATA
Interpreter Code of Ethics, interpret in the first person, and shall be the utmost courteous and
professional when interpreting or conversing with the Purchasers and/or the clients. In addition
to the certification or qualifications requirements, interpreter must also have attained customer
service and professionalism skills, cultural sensitivity and awareness skills (both through
verifiable credentials and experience) and safeguarding client information as required through
federal and state law, as well as Purchaser policies when identified. 

Template revised June 27, 2019 (Diversity in Contracting).

COMMISSION AGENDA  Action Item No. 8d                                  Page 3 of 4 
Meeting Date: December 14, 2021 
The interpreters shall accurately interpret the Purchaser and client statements. The interpreter
must relay the message in its entirety with the meaning preserved throughout the conversation.
Interpreters shall not paraphrase, edit, or omit information which may erroneously change the
meaning of the clients' or Purchasers' statements. 

ALTERNATIVES AND IMPLICATIONS CONSIDERED 
As there are minimal alternatives to this type of service, they will be impactful to both the
customers and stakeholders of the airport (specifically Customs and Border Protection) who
regularly need assistance with Limited English Proficient passengers. 
Alternative 1  Google Translate 
Pros: 
(1)   Google translate is free 
(2)   Available 24/7 through a web browser 
Cons: 
(1)   Once you enter the text in Google translate, it becomes property of Google, and they
can use the data to their discretion. 
(2)   Interviews with CBP are verbal and may contain sensitive information (i.e. document
status and other confidential information to the passenger/customer) 
(3)   Misunderstandings due to errors in translation 
(4)   Automated translation systems are prone to technology bugs 
(5)   Supports only 109 languages 
This is not the recommended alternative. 
Alternative 2  Microsoft Translator 
Pros: 
(1)   Microsoft Translator is free 
(2)   Available 24/7 through a web browser or smart phone application 
Cons: 
(1)   Able to provide written translation not verbal interpretation 
(2)   Supports only 60 languages 
This is not the recommended alternative. 
Alternative 3  Acquire a language interpretation contract 
Cost Implications: $200,000 per year for 5 years 
Pros: 
(1)   Accurate translation and interpretation for sensitive conversations 
(2)   Proper understanding and effective communication between airport employees and
customers/passengers 

Template revised June 27, 2019 (Diversity in Contracting).

COMMISSION AGENDA  Action Item No. 8d                                  Page 4 of 4 
Meeting Date: December 14, 2021 
(3)   People respond more positively and are more comfortable when they can speak in their
native language 
Cons: 
(1)   Issues can arise with technology and outside noise can play a factor when it comes to
hearing a speaker clearly when conducting a telephone interpretation 
(2)   Body language and facial expressions are major factors in communicating with someone
and when a conversation is taking place over the phone, those two things are
completely lost 
This is the recommended alternative. 
ATTACHMENTS TO THIS REQUEST 
(1)   Presentation slides 













Template revised June 27, 2019 (Diversity in Contracting).