YVR welcomed 17.6 million passengers in 2012, representing a 3.5% increase over the previous year.
Caring for every customer is central to our business and essential to our success. More than 120 Customer Care employees provide information and assistance at nine information desks located throughout YVR’s terminal facilities. In 2012, staff responded to more than 778,000 customer enquiries.
Recruitment to the Airport Authority’s award-winning Green Coat volunteer program continued in 2012. More than 100 new volunteers joined the program, bringing the total number of volunteers to 480. Green Coats logged a total of 69,119 service hours in 2012, assisting passengers in 26 different collectively-spoken languages.
The Airport Authority uses quarterly customer satisfaction surveys conducted by an independent consulting firm to track our performance. For the third consecutive year, customers gave YVR a 90% satisfaction rating in 2012, based on 2,634 separate surveys.