2001 Annual Report - Edmonton International Airport

THE WIND AT OUR BACKCustomer Satisfaction: To ensure that all airport services are provided efficiently and effectivelyby a skilled and motivated ETeam workforce that continuously improves customer value and satisfaction.Customer satisfaction is at the heart of everything wedo. It also extends beyond Edmonton Airports.Edmonton Airports has taken a leadership role in thedevelopment of ETeam – a partnership of 60companies and 3,500 employees who work togetherat Edmonton International Airport to make customers’airport experience a positive one. Each ETeamcompany has committed to an ambitious, achievablevision of delivering outstanding airport and aviationservices. ETeam – one team made out of many.Once and For All – The World’s andITU Triathlon World ChampionshipIn 2001, Edmonton International Airport was a focalpoint for two major world class sporting events – the2001 IAAF World Championships in Athletics and theITU Triathlon World Championship. ETeam spentmonths planning and preparing for the events,ensuring that athletes’ and spectators’ first and lastimpressions of Edmonton were nothing less thanexceptional.One of the major ETeam initiatives introduced at theairport to support the 2001 IAAF WorldChampionships in Athletics was the Wear the World’sprogram. The program encouraged all 3,500employees to wear The World’s clothing. It was verysuccessful with a high number of airport employeeswearing The World’s T-shirts, hats and pins. ETeamstaff wore merchandise for the duration of the eventas a way of promoting the event to inbound visitors.Our success in managing these significant eventswas due in large part to the commitment andenthusiasm of our volunteers, particularly as athletesand spectators began to leave Edmonton after TheWorld’s wrapped up. August 13 stands on record asthe airport’s busiest day as 16,000 passengerstravelled through the airport. Our ETeam andvolunteers met this enormous logistical challenge,ensuring that safety and security of passengersremained the number one priority.A Community Comes Together: September 11, 2001The impact of the terrorist attacks in the UnitedStates is immeasurable. On that day and in thesubsequent weeks, ETeam was put to one of themost significant tests of customer serviceimaginable. On September 11, six aircraft and morethan 1,200 passengers were diverted to EdmontonInternational Airport.During the course of that day and the days thatfollowed, the media supported our communication tothe public by providing frequent updates.ETeam remained focused on its number one priority:the safety and security of passengers. Together,ETeam ensured that passengers were kept informedand kept as comfortable as possible. It was aninspiring example of the power of teamwork. In thedays and weeks following the tragedy, ETeamreceived letters from staff at US Customs and the USImmigration and Naturalization Services, CEOs of thediverted airlines, and stranded passengersexpressing their gratitude for the kindness, generosityand community spirit shown by ETeam and the CapitalRegion. In addition, through an EconomicDevelopment Edmonton Ambassador Award, ETeamwas recognized for its professional management ofthe September 11 diversions to our city.The airport’s Emergency Services Departmentlaunched a ribbon campaign to raise money for thefamilies of the firefighters affected by terroristattacks in the United States. The campaign willcontinue through to September 11, 2002. All fundsraised through the campaign will be matched byEdmonton Airports.13