Delivering Remarkable Customer Experiences
We recognize that our reputation is strongly defined by remarkable customer experiences. These experiences happen every second of every day, as customers transit through our airport and enjoy the many sights and services of YVR.
We kicked off 2015 celebrating the grandopening of the A-B Connector, an upgrade of our 1968 Domestic Terminal Building and the first infrastructure project completed as part of YVR’s 10-year gateway strategy that aims to keep the airport competitive and connected.
The A-B Connector features new gate capacity,an expedited baggage system, seismicupgrades and a wide range of new diningand shopping options. These include: FlightStop, Marshall Rousso, Lick, Ice Currency Exchange, Green Bean Café, Carl’s Jr.,Vino Volo, Relay, Java U Café, Starbucks,Palomino Bar & Grill and YVR’s third and largest Plaza Premium Lounge.
EXPEDITED TRANSFER FACILITIES
We made great progress in 2015 with the Expedited Transfer Facilities (ETF) project,which includes facility expansions to help minimize passenger transfer times. The building component expands sterile corridors,hold-rooms and baggage halls in the main terminal. The baggage component includes a new sorting system in the A-B Connector that went live in 2015, a new high-level control system and inbound baggage scanning. It also includes a high-speed baggage backbone, which connects existing systems to further speed up the connecting process. This project will be substantially complete in 2016. A sincere thank you to all partners and stakeholders involved and impacted by this project and the extensive construction involved.
MCARTHURGLEN DESIGNER OUTLET VANCOUVER AIRPORT
Located just minutes from the airport on public transit, the McArthurGlen Designer Outlet Vancouver Airport is the result of a joint venture between YVR and McArthurGlen Group,Europe’s leading developer of luxury outlet malls. This is BC’s first luxury designer outlet and McArthurGlen’s first outlet centre in North America. The Designer Outlet Centre opened to much fanfare (and more traffic than expected!)in July 2015, with over 160,000 shoppers on the first weekend—making it the most successful McArthurGlen opening in the world. The OutletCentre features some of the world’s most iconicbrands—Armani, Calvin Klein, Coach, RalphLauren and more.As a 50 per cent owner, YVR’s stake in theDesigner Outlet Centre fits into our businessmodel to grow non-aeronautical revenue. TheOutlet Centre is also an economic generator,providing 600 local jobs in Phase 1 and another400 jobs expected for Phase 2.
Airport Innovation of the Year – YVR’s BORDERXPRESS™ kiosks
In 2015, YVR’s BORDERXPRESS™ kiosks received the prestigious Airport Innovation of the Year award at the 2015 CAPA Centre for Aviation Awards. The self-service kiosks automate the border clearance process, allowing passengers to clear Customs easily and securely. This greatly reduces airport queueing space and improves passenger wait times.
The kiosk-based solution has helped over 80 million people quickly clear the US and Canadian borders since 2013. In 2015, we sold 266 kiosks to airports in Canada, the United States and the Caribbean. We increased eligibility to now include a wider range of international passengers and enhanced our product offering to include facial recognition technology. We also launched BORDERXPRESS™ Global, a new product that can be configured to meet the immigration needs of virtually any government in the world.
AUTISM OUTREACH PROGRAM
Best Community Education and Outreach Program - Airports Council International
In 2015, we invited families living with autism to participate in the YVR Accessibility Tour for its second year, in partnership with Canucks Autism Network, Air Transat and the Canadian Air Transport Security Authority. The tour was a big success and welcomed 106 participants who practiced arriving at the airport, checking in, going through passenger screening and boarding the aircraft.
We also partnered with Canucks Autism Network to develop a resource kit and video series to assist families and individuals living with autism. Available at all pre-security YVR Customer Care counters, these resource kits cover the check-in process, security screening, boarding and flying.