Approaches

More documents

Recommendations

Info

OUTSTANDING CUSTOMER SERVICE A Team Approach. A Shared Commitment. “ EVERYONE WHO SERVES A GUEST, DIRECTLY OR INDIRECTLY, IS A PART OF OUR TEAM.” Our objective is to provide a convenient, safe and seamless experience for every visitor to Halifax Stanfield International Airport. Whether it’s checking in, going through security, renting a car, or getting information, we work with our partners as a committed, focused team to reach this goal. Each of the 5,500 people who work at the airport is responsible for delivering outstanding customer service – every day, with every guest. And this collaborative approach is at the heart of our success. The Airport Service Quality (ASQ) Survey, a rigorous global rating system that assesses 90 airports worldwide, once again recognized HSIA with three first-place rankings in 2007: one for overall passenger satisfaction for airports with under five million passengers – for the fifth year in a row; one for the best domestic airport worldwide; and the Airport People Award, for cultivating a strong customer service culture among staff and business partners. We also earned one other award: second in the Americas for overall customer satisfaction. In the six years HSIA has participated in this international program, we have earned a total of 19 awards – 12 first place, five second place and two third places. “Everyone here contributes to creating the ‘wow’ factor that places us among the best airports in the world,” explains Kelly Martin, HIAA’s Customer Relations Manager.“And we do it through training, recognition and communication.” For example, through our Airport Customer Service Council, we work in partnership with our colleagues from across the airport community to create a common focus, enhance programs and build on what we’re already doing so well. Four years ago, HSIA was named a SuperHost airport – the only airport in Canada so designated. We keep that designation by ensuring that every year at least 60 per cent of our employees, Volunteer Hosts, retail and service outlet employees, and other partners come together for refresher training sessions. Not only does the training reinforce that sense of shared purpose and commitment, the fact that employees from all levels of these organizations attend, from seasoned executives to new hires, makes the point crystal clear: each and every one of us is responsible for delivering customer service above and beyond what our guests expect. And no one embodies this pride of service better than the 110 tartan-vested Volunteer Hosts, always ready to give a friendly welcome and lend a helping hand. These dedicated individuals, many retired from all walks of life, go through the same rigorous screening and training program as airport employees. The Volunteer Hosts clearly love what they do on the front lines, whether it’s helping a mother struggling with luggage and a couple of children or sitting with an anxious passenger who needs a little reassurance. And when unexpected delays occur, airport staff and Volunteers quickly bring out water, blankets, baby food, even decks of cards for tired passengers. Says Kelly, “At times like this, there’s no one more appreciative than a mother who needs a diaper for her baby.” To consolidate and improve French-language services to the travelling public, in 2007 HIAA met with representatives of the Office of the Commissioner of Official Languages, who provided assistance and guidance with this customer service initiative. So what’s the secret of our award-winning approach to customer service? Quite simply, it’s the people and how they feel about the work they do. After all, happy employees mean happy visitors. “All we do is reinforce good habits, recognize a job well done and ensure that everyone – employees and partners, whether on the frontline or behind the scenes – feels proud to be a part of this extraordinary team,” says Kelly. HALIFAX INTERNATIONAL AIRPORT AUTHORITY 2007 ANNUAL REPORT 8
Scheduled and Charter Passenger Services Scheduled and Charter Passenger Air Carriers 1 5 D O M E S T I C 1 9 I N T E R N AT I O N A L 11 TRANSBORDER 19 PASSENGER 9 C A R G O DESTINATIONS DESTINATIONS (USA) DESTINATIONS AIR CARRIERS CARRIERS Calgary, AB Bermuda – Hamilton Atlanta, Georgia Air Canada Air Canada Charlottetown, PE Deer Lake, NL Edmonton, AB Fredericton, NB Gander, NL Goose Bay, NL Hamilton, ON Moncton, NB Montreal, QC Ottawa, ON Saint John, NB St. John’s, NL Sydney, NS Toronto, ON Cuba – Cayo Coco, Holguin, Santa Clara, Varadero Dominican Republic – La Romana, Puerto Plata, Punta Cana France – Paris Germany – Frankfurt Iceland – Reykjavik Ireland – Belfast Jamaica – Montego Bay Mexico – Cancun, Cozumel St. Pierre et Miquelon United Kingdom – Glasgow, London (Gatwick), London (Heathrow) Boston, Massachusetts Chicago, Illinois Detroit, Michigan Newark, New Jersey New York (JFK), New York New York (LGA), New York Orlando, Florida St. Petersburg, Florida Tampa, Florida Washington (IAD), DC Air Canada Jazz Air Georgian Air St. Pierre Air Transat American Airlines CanJet Airlines Condor Flugdienst Continental Airlines Delta Air Lines Icelandair Northwest Airlines Porter Airlines SkyService Airlines Sunwing Airlines Airborne Express CargoJet Airways Icelandair Kelowna Flightcraft (Purolator) Korean Air Lines Morningstar Express (FedEx) Provincial Airlines Prince Edward Air Thomas Cook (UK) United Airlines WestJet Zoom Airlines w HALIFAX INTERNATIONAL AIRPORT AUTHORITY 2007 ANNUAL REPORT 9
Page 2 and 3: OUR PEOPLE - Burton Wright, Ken Cha
Page 5 and 6: 2007 also marked the beginning of t
Page 7 and 8: w Not all our efforts last year wer
Page 9: Eighty per cent of our passenger tr
Page 13 and 14: w Firefighter Tim Bull worked on th
Page 15 and 16: financial statements auditors’ re
Page 17 and 18: notes to financial statements Decem
Page 23 and 24: CORPORATE GOVERNANCE HALIFAX INTERN
Page 25 and 26: BOARD OF DIRECTORS Peter McDonough,

Approaches

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?