July-August 2022 - 17

COVER STORY
AUTHOR Joe Petrie
[AIRPORT ADAPTABILITY AWARD WINNER]
Calgary Turns Crisis
Into Opportunity
Leaders adapt to pandemic issues and find efficient solutions
through partnerships and communication with stakeholders.
WHEN CALGARY International Airport (YYC) began
strategic planning to refresh its concessions and retail
offerings in 2017, leaders didn't know the headwinds
facing the airport in 2020.
its busiest concourse and it was critical
to complete the project before the onset
of forecasted travel recovery.
The refresh plans included:
* New full-service restaurant with
an open-concept design, indoor
patio and local fare featuring
award-winning craft beer and gin
* Relocation of an existing restaurant
to improve sightlines and
passenger flow while enhancing
seating
* New customer care desk for
WestJet
* Digital superboard installation
with the airport's advertising
partner Pattison
* Sprinkler upgrades, seating
upgrades and new carpeting
" We were very focused on the
guest experience, so certainly what
we've done in the space has resulted
Tim Barnes, senior director of
commercial services for YYC, said the
airport embarked on plans to rework
its concessions program and offer services
travelers wanted. They studied
the needs of the travelers, what the
mix of offerings were and how they
could be made better.
" Roughly 62% of our retail and
food and beverage space was located
pre-security and generating less than
20% of the sales, " he said. " We're a
40% connecting airport, so post-security
is more important to us than some
other airports. It was very important
to me and to the team to create a
program that really linked in with
that need and making sure that we
had enough options in the post-security
environment. "
The Concourse C refresh included a new
full-service restaurant with an openconcept
design, indoor patio and local
fare featuring award-winning craft beer
and gin.
CALGARY INTERNATIONAL AIRPORT
The plan was derailed by the pandemic.
Capital dried up and concessions
partners were just trying to
stay open, so YYC took a different
approach to its Concourse C redevelopment,
which not only is the airport's
busiest concourse, but had been slated
for its refresh right when the pandemic
began.
A New Look on
Concourse C
It was important for YYC to find a way
to continue with plans for a refresh in
in an uplift in revenue, " Barnes said.
" By removing a bunch of clutter and
opening up the sightlines and being
able to actually deliver a project during
low volumes, we're able to improve
guest experience. That was our No. 1
objective and we achieved that. "
Passenger travel dropped 90% at
YYC in 2020 and remained low in
2021. Canadian airports received
little government support and YYC's
concessions partners were severely
impacted and had to either close or
significantly reduce operations.
Difficult decisions had to be made
including if and how to proceed with
plans made before the pandemic
began. YYC worked with its partners
to identify new and innovative solutions
to enable it to move forward with
plans for the refresh, despite the challenges
brought on by the pandemic.
JULY/AUGUST 2022 \ AVIATIONPROS.COM / 17
]
http://www.AVIATIONPROS.COM

July-August 2022

Table of Contents for the Digital Edition of July-August 2022

Inside the Fence
Industry Update
Supply Chain Issues, Disruptions and Their Effect on Aviation Infrastructure
Moving an Aircraft Hangar
A Guide to Concessions
Legal Matters
Remote Airport Project Implementation Takes Off
Desert Jet’s Newest Palm Springs Facility Sets the Bar High
Airport Guru
Product Profile
July-August 2022 - PCOV1
July-August 2022 - PCOV2
July-August 2022 - 1
July-August 2022 - 2
July-August 2022 - 3
July-August 2022 - 4
July-August 2022 - Inside the Fence
July-August 2022 - Industry Update
July-August 2022 - 7
July-August 2022 - Supply Chain Issues, Disruptions and Their Effect on Aviation Infrastructure
July-August 2022 - 9
July-August 2022 - 10
July-August 2022 - 11
July-August 2022 - 12
July-August 2022 - 13
July-August 2022 - Moving an Aircraft Hangar
July-August 2022 - 15
July-August 2022 - A Guide to Concessions
July-August 2022 - 17
July-August 2022 - 18
July-August 2022 - 19
July-August 2022 - 20
July-August 2022 - 21
July-August 2022 - 22
July-August 2022 - 23
July-August 2022 - 24
July-August 2022 - 25
July-August 2022 - 26
July-August 2022 - 27
July-August 2022 - 28
July-August 2022 - 29
July-August 2022 - Legal Matters
July-August 2022 - 31
July-August 2022 - Remote Airport Project Implementation Takes Off
July-August 2022 - 33
July-August 2022 - Desert Jet’s Newest Palm Springs Facility Sets the Bar High
July-August 2022 - 35
July-August 2022 - 36
July-August 2022 - 37
July-August 2022 - Airport Guru
July-August 2022 - 39
July-August 2022 - Product Profile
July-August 2022 - 41
July-August 2022 - 42
July-August 2022 - 43
July-August 2022 - 44
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