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Survey says: YYC is awarded Airports Council International (ACI) Voice of Customer Recognition Award 2021
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Survey says: YYC is awarded Airports Council International (ACI) Voice of Customer Recognition Award 2021

ACI World Voice of Customer recognition: 

ACI celebrates airports that have shown commitment to collecting guest feedback during the pandemic through the Airport Service Quality (ASQ) program. In 2020, YYC was among 140 airports (out of 1,933) recognized across the globe. For the second consecutive year, YYC received this award.  

We’re one of the few airports in the world, and the only one in Canada, that continued to collect surveys throughout 2020. The customer care ambassadors have been roaming the concourses to randomly select people to answer the 34-question survey about our airport products and services. ACI revised the questionnaire to include three COVID-19 related questions to better understand guest needs and wants in this new environment.  

Making your airport more competitive is good business. When companies compete, consumers get the best bang for their buck. Healthy competition can spur innovation, technology shifts, new product offerings or improve brand loyalty and customer service. It can also shake off complacency. As an organization, we’ve shown that we are successful when we try new things and find new ways to do business. 

So, what have we done differently? We have the most sophisticated baggage system in Canada and the longest runway. We’re WestJet’s hub city, a growing national company that built a new lounge at YYC and a new check-in area. We have a state-of-the-art connection centre where most connecting guests stay post-security and don’t have to pick up their bags because of our unique connection programs and layout. We built customs the most efficient secondary baggage inspection area in Canada. We don’t charge a connecting Airport Improvement Fee (AIF) to our guests. We’re LEED gold certified and use geothermal to heat our international building. We compost a wider range of products than anyone in the city. We work with post-secondary institutions to teach aviation.  

2021 survey results. As our 2021 survey results show (summarized below), all these innovations have likely resulted in high customer satisfaction ratings. In the fall of 2019, Terminal Operations helped administer and review guest satisfaction survey results. During that time, we moved from the DKMA Passenger Satisfaction survey to Airports Council International (ACI) Air Service Quality (ASQ) survey to measure ourselves against other North American and international airports.  

And here are the results for 2021, compared to our Canadian counterparts: 

  1. YYZ 4.71/5 
  2. YYJ 4.48/5 
  3. YEG 4.37/5 
  4. YYC 4.25/5 
  5. YVR 4.18/5 

What are our top successes in 2021?  

  • Courtesy and helpfulness of check-in staff 
  • Feeling of being safe and secure at security  
  • Courtesy and helpfulness of airport staff 

For more information on our guest satisfaction KPI and other corporate KPI’s, see PDF on the Hub

Questions? Contact Dionne Crutchley. 

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