Our Customers

2014 was a year of exceptional passenger growth for YVR. We welcomed a record 19.4 million passengers, an impressive 7.7 per cent increase over 2013. Our domestic travel sector continued to strengthen with passengers travelling within Canada up 6.8 per cent over 2013. We had record passenger volumes to Asia-Pacific, with traffic to the region up 9.8 per cent over 2013 and traffic to Mainland China up 6.6 per cent. 

For more information on detailed passenger, cargo and aircraft take-off and landing numbers, visit our Facts & Stats page.


YVR continued to provide exemplary care in 2014, with our customer care team responding to hundreds of thousands of inquiries via multiple channels, and earning the “Least Frustrating Airport in North America” award from Bloomberg News. We expanded our volunteer team and prepared for the launch of our new recognition program, YVR Stars, which encourages anyone to nominate an employee who works on Sea Island—be they YVR employees, volunteers, airline staff, ground handlers, food and beverage tenants, and more—who has delivered exceptional customer service. 

Green Coat Volunteer Program

A cheerful 470 Green Coat volunteers offered directions, travel information and friendly smiles to all in the terminal. Together they delivered 79,414 volunteer hours, working in 33 different languages for our passengers. 

YVR’s renowned Green Coat volunteer program celebrated its 25th anniversary in 2014. To mark this significant milestone, YVR held a banquet in November and highlighted the four Green Coats who have been with us since the start of the program: Doug Franklin, Betty Murphy, Eva Mossop, and Margaret Greaves.

Customer Satisfaction Surveys

An independent consulting firm conducts quarterly customer satisfaction surveys to track our performance. In 2014, customers gave YVR an average 4.3 satisfaction rating and 91 per cent said they were either satisfied or very satisfied with their experience. This 91 per cent, consistent with 2013, is the highest customer satisfaction rating ever. Results are based on 2,952 separate surveys taken in all four quarters of the year. 

Looking for more information about our Economic performance in 2014?

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