trend-defying growth expansion 2012 - Edmonton Airports ...

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parking girl here 26 | E D M O N T O N A I R P O R T S WE PuT PASSEnGERS FIRST customEr FEEdBAck FuEls improVEmEnt A friendly security attendant corrals a four-year-old so his mother can tend to her toddler’s sore arm. A quick-acting maintenance worker extracts an ID card that’s fallen down an air vent by taking down a ceiling tile in the floor below. Ticket agents, volunteers, airlines and a cab driver who speaks Russian work minor miracles to send a man who speaks little English to Tel Aviv in time for his mother’s funeral. It’s all in a day’s work for the 80 companies and more than 3,500 employees at EIA, as customer feedback cards, e-mails and questionnaires attest. Because passenger experience is top priority, the EIA Team pays close attention to that feedback, from the thank you note describing a mother’s relief at having the driver’s licence she left behind brought right to her car, to suggestions for new shops and services. Besides paying careful attention to unsolicited comments, EIA participates in Airports Council International’s Airport Service Quality (ASQ) program, in which departing passengers are invited to rate their experiences with parking, transportation, security, airport facilities, cleanliness, waiting times, frontline staff and more. The surveys inform a new cross-functional team whose sole purpose is to find ways to improve passenger experience in response to customer comments. “ASQ tells us where our strengths and weaknesses are,” says Passenger Experience Manager Kirstin Brown. “It helps everybody get a grip on how and what to improve.” EIA’s aim is to be in the top 25 per cent in customer satisfaction among major airports of our size. Despite an increasingly crowded facility, EIA is moving steadily in that direction. In 2008, 77 per cent of passengers surveyed rated their overall satisfaction “very good” or “excellent,” putting EIA’s overall customer satisfaction rating in the top 30 per cent of participating airports around the world. Now, every EIA department’s annual performance measures include customer experience goals, says Traci Bednard, Vice President, Communications and Passenger Experience. “Customer feedback and the data we get from ASQ surveys help drive all the decisions we make as a company, from what retailers we try to attract to how often we clean the washrooms. It’s a goal that every department has embraced and made their own.”
“At EIA, we listen to our customers and take their feedback seriously. We have a willingness to do things differently, a willingness to do them better. We truly want to move you.” [ liZ dWErnycHuk, BrAnd AdVisor ] FliGHts + FAmiliEs = Fun If waiting for a plane with little ones, especially at peak season, sounds like a challenge you’d rather avoid, listen up. You’ll be pleased to hear that in 2008 we smoothed out some of the bumps. Welcome to Kidzworld, EIA’s enhanced family service program. Offering parents and kids great entertainment and support while waiting for flights and connections, Kidzworld helps make even the toughest journey a memorable family experience. This year, Kidzworld experienced a major growth spurt. Liz Dwernychuk, EIA’s Kidzworld champion (and mom!) explains: “It was Christmas, and I watched families struggle to cope with the same problem – flight delays. Waiting is really tough for kids. So I thought, ‘If we could help kids, we could help the whole family!’” The ideas started to flow. First came Santa’s sleigh, driven by Mrs. Clause and one of Santa’s little helpers, to spread cheer and transport families safely across the busy airport. Next came the development of two new Santa’s Storyland play areas, to complement our two existing jungle-gym style play areas. To help families respond to unplanned emergencies over the holidays, we even provided new family survival packs, available through volunteers or the Information Booth, with extra diapers and necessities families might need if flights were delayed. Because of the positive response to our new programs at Christmas, our family services program has expanded. Today, families can enjoy the Kidzworld storyland play areas all year. “With new family-friendly restaurants opened in 2008, including Chili’s and Mountain Lodge Bar and Grill, and Jasper Bar and Grill, family travel at EIA has definitely improved,” Liz beams. Ask Karin, mom of two-year-old Kiana, travelling together to California, if our enhanced family services help. “We flew in to Edmonton at 8 p.m., already past Kiana’s bedtime, and she was dead tired, with two hours to wait. But she played in the play area, and she was happy the entire time.” 2 0 0 8 A N N U A L R E P O R T | 27
Page 1: we’ll move 2008 you ANNUAL REPORT
Page 4 and 5: EA BOARD OF DIRECTORS mEmBErsHip Th
Page 6 and 7: BOARD MAnDATE 1.0 [ Vision stAtEmEn
Page 8 and 9: Message from the Chair [ Gordon clA
Page 10 and 11: sustAinEd ActiVity After two years
Page 12 and 13: President’s Message 10 | E D M O
Page 14 and 15: BuildinG WitH our rEGion The growth
Page 16 and 17: COnTEnTS 18 2 EA BoArd oF dirEctors
Page 18 and 19: The Best of 2008 [ 1 2 4 trEnd-dEFy
Page 20 and 21: Kirstin Brown [ mAnAGEr, pAssEnGEr
Page 22 and 23: WE’RE GROWInG PlACES HoW WE GroW
Page 24 and 25: WE’RE COnnECTED morE routEs, morE
Page 26 and 27: “The airport is so incredible in
Page 30 and 31: liVE All yEAr When local ukulele co
Page 32 and 33: MORE OF EvERyTHInG EAsy, EnjoyABlE,
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Page 36 and 37: SMART, SPEEDy SySTEMS us Quick conn
Page 38 and 39: BEyOnD Full WHEn you’rE oVEr cApA
Page 40 and 41: Steve Rumley [ dirEctor, projEcts ]
Page 42 and 43: “When the last expansion was buil
Page 44 and 45: EMERGEnCy RESPOnSE 42 | E D M O N T
Page 46 and 47: GEnERAl AvIATIOn onE oF our corE Bu
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Page 56 and 57: FIvE-yEAR CORPORATE GOAlS tHE FiVE-
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Page 60 and 61: 2008 FINANCIAL PerForMANCe In 2008,
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Page 66 and 67: movements at ECCA are general aviat
Page 68 and 69: cAPITAL ExPENdITUREs ECP projects r
Page 70 and 71: sOLE sOURcE cOdE (BAsIs FOR sELEcTI
Page 72 and 73: REPORT OF mANAgEmENT The financial
Page 74 and 75: Edmonton Regional Airports Authorit
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Edmonton Regional Airports Authorit
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APPOINTERs city of Edmonton Stephen
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