From 2012 to the end of 2016, YVR welcomed over five million new passengers, for a growth rate of over 30 per cent. During this time, we maintained our highest customer satisfaction rating ever at 91 per cent through quarterly customer surveys. And over 13 million passengers awarded YVR Best Airport in North America at the Skytrax World Airport Awards in 2016 and again in 2017—for an unprecedented eight years in a row.
How has YVR continued to deliver in the face of such tremendous growth? We have focused on the customer experience—through innovation, an efficient terminal and, of course, a friendly team.
YVR continued to provide exceptional customer care to passengers in 2016. Our employees answered 813,810 enquiries at information counters—a 16.5 per cent increase over 2015. We responded to 29,143, interactions through our communications channels, up 12 per cent over 2015. This included 1,256 responses through Twitter, 5,027 through email and 22,136 phone calls.