SECURE YOUR HOME WHEN YOU’RE AWAY WITH HOMEWATCH.
The airport is also reacting to customer calls for enhanced technology, including improved internet access. “We responded a few years ago to our customers’ requests for free internet” Samaddar explains, “We recently improved airport-wide coverage and ease of access to our free Wi-Fi service”. Even soon-to-be renovated and additional newly-built washrooms will utilize “hands free” technology to enhance safety and cleanliness.
Talking of washrooms, sometimes responding to customers’ needs requires no investment at all, just good practice. For example, washroom use tends to peak with the arrival of a flight - and, if you’re over three feet tall and have ever tried using the facilities on a regional aircraft, you’ll understand why - so cleaning crews stay out of the way during the “peak flow” (no pun intended) and move in immediately afterwards to re-set, resulting in the cleaner washrooms customers have been asking for.
Parking and transportation are important issues to YLW travellers, and the airport has already responded with a free shuttle service from the long-term lot to the terminal, as well as keeping parking charges among the lowest of any like-sized Canadian airport.
Further improvements coming soon include an in-terminal pay-on-foot station for parking lots, and more staff
Whether you are away for a day or several months, our licensed and bonded security professionals will help ensure that your home is secure and your home insurance requirements are met. We will perform scheduled visits, check the inside and outside of your home, watch for water leaks, collect the mail, and even water your plants. We are trusted by hundreds of homeowners in the Kelowna area to meet alarm response and vacation protection needs.
CONTACT US TODAY TO GET STARTED. T 250 979 4773 TF 877 322 6777
www.commissionaires.bc.ca/homewatch
available to help customers with the pay-on-foot machines or other parking matters.
Ground transportation improvements have included the establishment of an Airport Shuttle desk in the terminal where travellers can get advice and check schedules. All airport shuttle and taxi drivers participate in the World Host customer service program which helps provide a higher level of customer service to our many visitors. Samaddar and his team helped create a regional network of shuttle services with a regular schedule to all parts of the Okanagan from Salmon Arm to Osoyoos, giving passengers more options for leaving their cars at home.
One of the more common issues of recent years has been luggage carts. “People want free carts” Samaddar explains, “especially when they are travelling with golf clubs or ski equipment,” but recovery of abandoned carts from the parking lots requires
staff, which adds cost to passengers. For years, the Airport Ambassadors have been collecting carts and recovering unclaimed quarters, using the money to present sizable donations to local food- banks. Giving back to the community is an essential part of the airport’s ethos, so when YLW introduces free luggage carts next year, there will also be a plan in place to protect the Ambassadors’ food-bank donation program.
It’s trite, but true: the best way of giving your customers what they want is to ask them what they want. The YLW team not only ask, they listen to the responses and act on them, inviting passengers to help design their ideal airport. One last example: seating in the departure area will feature more convenient power outlets so passengers no longer have to sit on the floor by the wall to charge a lap-top or phone. Chances are those seats will also be fire- proof.
WINTER 2012 | 5
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