YVR welcomed a record 17.97 million passengers in 2013, representing a 2.1 per cent increase over the previous year.
Caring for every customer is central to our business and essential to our success. More than 120 Customer Care representatives provide information and assistance at nine information desks located throughout YVR’s terminal facilities and via phone line and email address monitored 24 hours per day. In 2013, staff responded to 736,117 customer enquiries, or the equivalent of more than 2,000 enquiries per day.
More than 450 volunteers offer directions, travel information and friendly salutations as part of YVR’s award-winning Green Coat volunteer program. Green Coats delivered 80,693 volunteer hours in service to our customers in 2013. This dedicated group speaks a combined total of 33 different languages. In 2013, more Green Coats were deployed to assist connecting passengers in strategic areas of the terminal, including international-to-domestic transfer facilities. We also opened a new full-service volunteer desk on the Arrivals level of the Domestic Terminal, to help arriving passengers with baggage queries and directions to ground transportation.
The Airport Authority employs quarterly customer satisfaction surveys conducted by an independent consulting firm to track our performance. In 2013, customers gave YVR a 91 per cent satisfaction rating, the highest satisfaction score in more than a decade.