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R Airport Service Quality survey results for 2006 : First in overall passenger satisfaction for airports worldwide with under five million passengers, for the fourth year in a row First in the Americas in the new category of Airport People Awards Second in the best domestic airport worldwide category Second in the Americas for overall satisfaction 8
R E WARDING EXPERIENCES Enhancing our customer service At HIAA, we strive to improve the customer experience. That means spending millions of dollars upgrading infrastructure, providing the latest technology and adding services. Taking the airport in a bold new direction also means paying attention to the smallest detail. Need proof? Just consider the piles of blankets, diapers, baby food, decks of cards, cribbage boards, and bottled water standing ready in a storage room – emergency provisions to ease traveller discomfort when unexpected delays occur. “Passengers are our focus,” says Kelly Martin, HIAA’s Customer Relations Manager. “While they are here with us, we do whatever we can to make them comfortable.” Our service-oriented philosophy comes to life in the first and last faces many visitors see in the airport terminal – the tartan-vested volunteers who provide everything from directions and information, to help for special needs travellers. In 2006, 120 dedicated and enthusiastic Volunteer Hosts, who come from all walks of life, logged more than 17,500 hours serving passengers and visitors. We also spread the service word via special training to our tenants who are on the front-line throughout the terminal. Over 60 per cent of the terminal’s retail and service outlets have received this training, and we remain a Super Host designated airport – the only one in the country. Everything we’re doing to respond to the needs of travellers and tenants isn’t obvious to the eye. In 2006, we recruited 11 new full-time staff members. Many of them work for our newly-formed maintenance response teams – multi-disciplinary teams of tradespeople who provide rotating on-site shift coverage over 16 hours a day, seven days a week. Our attention to customer service seems to be working. In 2006, once again we received awards from the Airport Service Quality survey, which ranked customer service in 90 participating airports worldwide. HSIA took first place for overall passenger satisfaction for airports worldwide with under five million passengers, for the fourth consecutive year. And we were named best in the Americas in a new category – Airport People Awards – that recognizes airports that have cultivated a strong customer service culture among their staff and partners. We also placed second in the best domestic airport worldwide category and second in the Americas for overall satisfaction. Global recognition, of course, is wonderful. HIAA, however, puts just as much stock in our own ongoing internal traveller surveys. “The really important thing is that when we benchmark against ourselves, customer satisfaction is growing year after year,” says Martin. Paying attention to the details is its own reward. H A L I F A X I N T E R N A T I O N A L A I R P O R T A U T H O R I T Y 2 0 0 6 A N N U A L R E P O R T 9
Page 1 and 2: Halifax International Airport Autho
Page 3 and 4: O U R P E O P L E Mark Bowser, Rand
Page 5 and 6: Message from the Chair Halifax Inte
Page 7 and 8: P 2006 will be remembered as a wate
Page 9: S E T T I N G T H E S TAG E Transfo
Page 13 and 14: What’s more, HIAA supported over
Page 15 and 16: U.S. preclearance means many new de
Page 17 and 18: Financial Statements AU D I TO R S
Page 19 and 20: NOTES TO FINANCIAL STATEMENTS Decem
Page 25 and 26: BOARD OF DIRECTORS Peter McDonough,
Page 27 and 28: Five-Year Forecast A C T U A L F I

new arrivals bold departures

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