Guests share: They’re happy and we now know it

In an effort to help YYC provide remarkable gust experiences, The Calgary Airport Authority Customer Care Team shares passenger satisfaction results every quarter. This quarter scored a record high of 4.30 out of five! 

To date, they've surveyed more than 1,500 guests. Domestic Departures still dominates guests coming and going, Transborder is the runner up and International is third in terms of percentage of traffic passing through our doors. Consequently, we schedule more domestic flights surveys and more departing guests over connecting.

How did we do?

We beat our overall satisfaction scores last year and this year to date:

• High scores on cleanliness this quarter; comments are especially positive in the Transborder Departures hall.
• We have some work to do with restaurants. Airports across Canada are also reporting that guests feel that food and beverage offerings are underperforming.
• The C70 gates are the worst scored in Concourse C.
• The highest scoring domestic gates are in Concourse A, except for the Encore gates 1 to 6; guests feel like the area looks unfinished and cold.

What are we doing about it?

Here’s a list of the top five improvements recently completed and/or in the works:

1.    More seating and charging at C70 gates.

2.    Started to reupholster seating in Concourse A and C, from multi-coloured to neutral.

3.    Added liquid disposal stations before Pre-Board Screening (PBS) lines.

4.    Expanded guest pick-up and drop-off areas on Domestic Arrivals level Doors 9 to 11.

5.    Stanchions and lines added before PBS-A for more organized queuing. 

Have an idea how to help make guests happy, or want to learn more about how we’re improving on feedback? Email customercare@yyc.com.