YLW Connection - Summer 2009 - (Page 5)

Volunteers Key to | B Y T R A C E Y F R E D R IC K S ON Customer Service Experience at YLW I t was 1999 and Kelowna International Airport had experienced a period of exceptional growth following the inception of WestJet three years earlier. This created a new challenge: how to maintain a high level of customer service in an economical manner. Two recently retired aviation executives – Abby Sones and Ian Rennie – came up with the idea of bringing together other retirees looking to stay active and involved in the industry they loved. That was the beginning of the Kelowna International Airport Ambassadors whose original 42 members ranged from retired flight attendants to aviation mechanics and administrators. Today there are 70 Ambassadors including 15 original members, and there is a waiting list to get on the team. These dedicated volunteers, known for the bright red jackets they wear on the job, provide a presence at the airport 365 days a year for the majority of each operational day. They perform a range of services from assisting people with disabilities in getting around the facility to providing information on the community. Airport Ambassadors have even provided accommodation in their homes for stranded passengers unable to find a place to stay for the night. Since 1999 they have donated $41,800 to community groups through money raised from the luggage carts they collect and put away. A distinguishing factor about Kelowna International Airport’s volunteers, says Kelowna Airport Director Sam Samaddar, is that they are mobile, constantly moving around the airport to help people navigate their way through the facility and identify trouble spots. “In this age of automation, the Ambassadors provide Airport Director Sam Samaddar (r) and eleven of the original ambassadors. a personal contact point for information and assistance. If an Ambassador spots something that needs addressing, they report it to the appropriate department so that issues are dealt with quickly and effectively.” An important role is also performed by approximately 30 Tourism Kelowna volunteers who staff the Information Kiosk at the Arrivals area every day of the year. Well versed on sites, accommodation and resources in the community, these hospitality experts are dedicated to maximizing the visitor experience so that people want to return to the Okanagan. “It’s not just Kelowna that benefits from the work of airport volunteers,” Samaddar points out. “The reputation and profile of the entire Okanagan region reflects the experience passengers have when they travel through our airport.” YLW’s annual Customer Satisfaction and Benchmarking Survey shows that the facility has enjoyed consistently high ratings since the Ambassador program started 10 years ago. Its overall rating was 96% in 2008, up from 92% a year earlier. To show its appreciation to its volunteers, the Airport treats the Ambassadors to an annual luncheon where they are recognized for five and 10 years of service. In addition, the Airport Ambassadors and Tourism Kelowna volunteers come together for Christmas dinner. The next dimension to the airport volunteer program will be a Junior Ambassador Program to be launched in the fall of 2009. Students 16 and over can earn the volunteer hours they need as part of School District #23’s curriculum while gaining exposure to career opportunities in the aviation industry. For more information on the program, contact the Airport Administration Office at (250) 765-5125. n SUMMER 2009 5

Table of Contents for the Digital Edition of YLW Connection - Summer 2009

YLW Connection - Summer 2009
Contents
Airport Services
Volunteers Key to Customer Service Experience at YLW
Vancouver- Games Ready
The Right Model for the Right Times?
What's in a Name
Passenger Demand Dictates Growth at YLW
The Shuswap
History of the Flight Attendant
Golfer's Paradise
Kelowna is Ripe with Surprises
Okanagan Housing Market Full of Activity
YLW News
Trivia & Games

YLW Connection - Summer 2009

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