03 GUEST EXPERIENCE
New adventures
and soft landings
A world-class guest experience
— We launch people on their journeys, and we welcome them back home. We say “bon voyage” and “howdy.” Whether our guests are coming or going, we take pride in providing easy connectivity and a comfortable travel experience.
The guest experience is at the centre of our strategy. We are dedicated to continuous improvement, meeting a growing region that shows no sign of slowing down.
Where are you off to today?
YYC is a place of possibility, a key hub for an expanding world.
13
Airline partners
Non-stop destinations served
93
New non-stop routes added
Keflavik, Iceland
Deer Lake, Newfoundland
Charlotte, North Carolina
Tulum, Mexico
Incheon-Seoul, South Korea
5
WestJet initiated year-round service to Tokyo and daily flights to Paris
Condor Airlines returned to YYC with its service to Frankfurt, Germany
Driving convenience: Parking and ground transportation
We know that the guest experience starts outside the terminal. In 2024, we worked to enhance that experience by:
Offering 20 minutes of free parking in our P1 and P2 short-term lots.
Renovating the P1 short-term lot with new lighting, widened stalls, new paint and 40 additional stalls.
Upgrading the overheight lot with new sidewalks, pavement and paint.
Welcoming Turo, a peer-to-peer car-sharing service to YYC.
Entering into a partnership with Alberta Motor Association, providing AMA members with exclusive parking perks.
Fuel up
In the spring, Shell Canada opened a new service station near the cellphone lot to provide convenient refuelling and EV charging, plus snacks and treats for those heading off on a road trip.
A destination beyond travel: Hospitality and retail at YYC
We enjoyed a banner year in 2024 and set an all-time record for commercial and retail sales and revenue growth.
Our nine new additions in 2024 ranged from local vendors to international brands. Big or small, we welcome them all. The new locations are Elbow River Exchange, Frontier Provisions, InMotion (three locations), Summit House, Bad Egg and Banff Collective. Ora Oxygen also added a second location.
Chachi’s Sandwiches Best New Quick-serve Concept in North America
Airport Experience Award
Putting the ‘found’ in ‘Lost and Found’
NetTracer is designed to reunite travellers with lost items. We launched the online platform in 2024 to streamline the process of reporting, tracking and recovering lost items.
The new system represents a big improvement, but sometimes lost items remain lost. As in years past, in 2024 we donated unclaimed items in good condition to the Vecova Garage Sale, supporting one of our long-standing charitable partners and its mission to build a future for people of all abilities.
Accessibility improvements
Airports are gateways to adventure, not obstacles to overcome. Part of making travel easy and enjoyable is making it accessible, and YYC is dedicated to providing barrier-free journeys to people of all ages and abilities.
Our goal is to provide greater independence, fewer barriers and a smoother journey for all guests, and we are committed to building for the future of accessible air travel.
In 2024, we received the Level 3 Accessibility Enhancement Accreditation from Airports Council International for the second year in a row. Level 3 is the highest, and we are extremely honoured by this recognition of our efforts.
We initiated a comprehensive review to assess opportunities for improvement throughout YYC in the following areas:
People
Service delivery
Strategy
Process
Built environment
Technology
The assessment focuses on regulatory requirements outlined in the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and global best practices. The review evaluated the current state of YYC’s facilities, products, services and procurement processes against existing standards, regulations and forthcoming federal standards.
In the spring, The Authority also began work with the University of Laval and other airport partners on a collaborative research study at YYC, which included on-site interviews with local community member volunteers who have lived experience with disabilities. They provided feedback on the guest experience for individuals who require accessibility support while travelling through YYC.
The findings from both engagements will be used to inform detailed action plans to continue improving our accessibility program, following ATPDR and industry best practices.
