2001 Annual Report - Edmonton International Airport

THERE’S CHANGE IN THE AIRThe theme of this annual report is change. The year 2001 sawunprecedented change not just in our airports, but in ourcommunity, our industry and, indeed, the world. Changedescribes our new terminal facilities, air service enhancements,achievements in customer service through ETeam, and theeffects of September 11.In this, our tenth year, what remains unchanged is focus on ourlong-term vision for air services and airport facilities to support ourcommunity. 2001 put our employees, our airports and ourcommunity to the test. But it is often through the most difficultchallenges that a committed team can realize its greatest success.And through the change, our vision and core values guided us.Driven by the significant economic growth of the region, the AirTerminal Redevelopment Project achieved milestones with thecompletion and first year of operation of the South Terminal, andthe start of Phase 3 construction on Central Hall. EdmontonAirports will continue to employ the philosophy of demanddrivenfacility redevelopment. With the regional economic picturecontinuing to look bright, this project will ensure that EdmontonInternational Airport can not only respond to economic growth,but help generate it. This is illustrated through our EconomicImpact Study referenced in this report.Supporting the region’s strong economy was the continuedgrowth of air service from Edmonton International Airport. Untilthe tragic events of September 11, passenger volumes continuedto expand, most notably through international travel growing24 per cent over 2000 numbers. Despite declines in passengertraffic following September 11, Edmonton International Airportwas the only level-one airport in Canada to see passenger andcargo growth in 2001.ETeam, the 60 companies and 3,500 employees at EdmontonInternational Airport, enabled the successful management of theairport services supporting the 2001 IAAF World Championshipsin Athletics. Edmonton International Airport itself became avenue as athletes and spectators stepped off their planes andinto The World’s. This event resulted in the busiest day ever atEdmonton International Airport, and delivered a whole set of newcustomer service challenges. Through coordination and thededication of ETeam, those passengers enjoyed a positive firstand last impression of our community.September 11 demanded an extraordinary response of adifferent kind from our ETeam. The closure of US airspace anddiverted aircraft to Canada offered the opportunity to comfortand shelter 1,200 worried travellers who found themselves farfrom home. The Capital Region response was extraordinary, butpredictable. Quick, compassionate, professional action provideda temporary home for travellers far away from their destinations,and facilitated their safe departure when airspace reopened. Theevents of that day galvanized the air service industry, marking awatershed in the evolution of airport safety and security.Edmonton Airports will not only meet new federal requirementsfor safety and security, but will continue to be a leader in airportsafety and security, in a customer focused manner.We also saw changes in leadership at the Board level at the endof 2001. On behalf of our community we would like to expressour deep appreciation to former Chairman Sid Hanson, and tofellow founding board member, John Friesen. They both madeoutstanding contributions to this region’s economic prosperity.Lastly, we must thank our stakeholders: our community and ourbusiness partners. As a not-for-profit, regionally based authority,we work on behalf of our stakeholders to achieve air service andinfrastructure to support our region. Our community partnersinspire the three Key Success Drivers around which this annualreport is organized:• Business Leadership• Customer Satisfaction• Stakeholder/Community Relations.This 2001 Annual Report summarizes a remarkable year ofchange for Edmonton Airports and for the air service industry. Aswell, because this is the 10th anniversary of Edmonton Airports,we also offer you a snapshot of how change has transformed usover a decade. We are proud of our team and our ability torespond to and create change. More importantly, we are proud ofthe enhanced service that ETeam provides to our customers andthe contribution we are making to the economic development ofthe community we serve. Often, change is made in response tothe past. At Edmonton Airports, we’re driving change in order todefine our future.H. Glenn Rainbird, Chairman of the Board G. Scott Clements, President and CEO3