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Posted Sep 4, 2013, 3:05 AM
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Join Date: May 2010
Posts: 2,260
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Here's an article from Airport World about our airport. Except for one or two points, it doesn't really say anything new, but it's nice to see our airport getting some press.
Quote:
Listening and learning
Written by Evra Taylor
New CEO, Mark Laroche, talks to Evra Taylor about the challenges and opportunities aheadfor Ottawa International Airport.
When most people think of Ottawa, they conjure up images of throngs of happy tourists gazing at row after row of tulips dancing in the wind at the Canadian Tulip Festival and the glide and flow of skaters swishing up and down the Rideau Canal.
But Canada’s Capital Region, long ago granted the grey-tone moniker ‘government town’, is much more than all that.
It is home to Ottawa International Airport, which singles itself out as a major employer and service provider, a hub of domestic and international activity that distinguishes itself in its progressiveness and responsiveness to the expressed needs of its consumers.
In this age of rapid-fire, real-time news and the global sharing of information – which, some say, have in themselves become the goal, rather than the means to an end – many people are asking the question, “Is anybody out there really listening?”
And, just as importantly, “Does customer service still exist?” When it comes to Ottawa International Airport – or to give the gateway its official but seldom used name Ottawa Macdonald-Cartier International Airport – the answer is a resounding ‘Yes!’
In March of this year, Mark Laroche took over as CEO from long-serving Paul Benoit, whom Laroche describes as “A high-performance CEO with a high-performance team”.
With big shoes to fill and a long legacy of success at the helm, was Laroche intimidated by the prospect? Not at all, he explains, as he puts a justifiably positive spin on it.
“I’m glad to walk into a situation with a long-term CEO and a mature organisation. Our challenge will be to drive efficiency in an environmentin which our revenues are shrinking, partly as the result of greater diminishing passenger growth than what was anticipated in their long-term planning.”
In parallel with the economic situation of North America in general,Ottawa International Airport (YOW) hasn’t grown this year – somethingthat has not occurred often. Laroche explains: “The federal governmentis Ottawa’s major employer and it’s spending less on travel andother initiatives.”
Less passenger travel overall, increased competition and a reductionin the number of flights, combine to paint a not-so-rosy picture, resultingin two to four percent negative growth for the first six months of 2013.
All that being said, however, Laroche views this with a “throwing downthe gauntlet” attitude, seeing the negativity as an incentive to create a uniquely high-tech yet comfortable airport environment.
“We’re planning for the installation and deployment of a new, state-of-the-art baggage handling system and an updated public address system. We’re also lining up the next phases of airport expansion,” enthuses Laroche.
What all of these measures share in common is their focus on optimising the travel experience, from arrival at the airport through to departure.
“Our automated announcements will now be fully bilingual with previously absent uniformity in terms of quality,” he adds.
Now in the early planning phases of a C$500 million expansion project, part of the airport’s capital development plan is to enlarge and upgrade the facilities, including the addition of seven new gates.
In the most recent expansion of the airport terminal in December 2008, 12 new gates were added, bringing the total to 27.
Ottawa’s airfield has also undergone pioneering reconstruction and enhancement, its newly grooved and improved Runway 07/25 re-openingon August 15.
It is in fact the first major airport in Canada to introduce grooving, which enhances airfield safety by increasing friction for aircraft landing in Ottawa during all types of weather conditions. The initiative – which has been warmly welcomed by pilots – follows a major revamp of Runway 07/25 in 2012, which included the installation of new ILS technology, runway lighting, recontouring and the addition of new Runway End Safety Areas (RESA) that conform to ICAO and FAA standards.
Runway 14/32 will be upgraded next summer. The airport is also renewing its aircraft de-icing pad and introducing a number of other measures for increased safety features on its runways that exceed the Canadian industry standards.
In terms of route development, in the past five years YOW has added numerous new services as a reaction to improving market conditions and demand. They include the addition of a non-stop flight to Frankfurt.
Laroche views route development as a long-term prospect. In addition to maintaining a constant dialogue with the airlines, YOW’s route development staff collaborate with Ottawa Tourism and various Chambers of Commerce to explore possible new destinations. Indeed, studies are currently being done on a possible Ottawa-Asia route.
In 2012, the airport reported impressive rankings in ACI’s Airport Service Quality (ASQ) customer satisfaction programme.
“To get consistently high ASQ scores you have to have the entire airport community working hard to achieve the result, and making customer service a priority has to be within the DNA of the airport.
“We know that it will be a challenge to maintain our high ranking every year,” comments Laroche. “As new airports come on line and as our rankings shift as a result, my focus will remain on improving the customer experience at our airport. We participate in the ASQ because there is value in having something measured.”
Laroche is writing a new story, a new narrative. The end-user – theairport consumer – has always had his attention. Maybe it’s that this isa relatively small facility in a city characterised by its “small-feel”government timbre; maybe it’s the history he was fortunate to inheritfrom his predecessor.
But, it seems most likely that it’s in Laroche’s business nature and sensibilities to react and act concerning needed initiatives, which travellers have vocalised, as well as those he and his staff have dreamt up on their own.
Like the introduction last year of a Starbucks kiosk and an iPad boutique, both in response to an ongoing programme of customer surveys to determine consumers’ needs and wish lists. In fact, if you’re a fan of java, the airport boasts Second Cup and Tim Horton’s franchises, as well.
In addition, a team working under YOW’s vice president for marketing looks at what’s trending in other airports and follows suit where applicable.
“Within reason, we do what customers ask for,” notes Laroche. “We’re never going to be the size of Toronto Pearson as we only handle 4.5 to 5 million passengers per annum, but our retailers have to turn a profit. We have a good balance of business.”
A wine bar and a series of lounges are attractive offerings in the works, reflecting the artier high-end taste of a baby boomer demographic that doesn’t mind shelling out for a bit of atmosphere while moving from here to there.
“Do it with style!” seems to be their retail cry, and Laroche appears more than happy to oblige.
But it’s not just a matter of tricking out the airport. These folks aren’t just in it for themselves. They take the concept of community action to heart, and wear their hearts on their sleeve when it comes to proving their sincerity.
The Plane Pull Challenge and Project Clear Skies are examples of themany charities the Ottawa International Airport supports and, most importantly, Laroche pointed out that even with recent low passenger numbers they have not reduced their financial contribution to the community.
“We’re there in the good time and the bad. We walk the talk,” he says.
From an environmental point of view, the airport has undertaken measures to “green up” its ten-year-old terminal, through reduced lighting, reduced heat during off-periods, and continual energy monitoring.
Laroche reports signs of progress as being the first airport in North America to undertake an innovative glycol management programme that turns glycol into vinegar, proving that glycol can be managed in situ withno impact on waterways.
In fact, this environmental breakthrough has been recognised by ACI-NA in Washington.
Ottawa International Airport has a well-rounded and holistic view of airport management and development that combines the needs and wantsof both regulators and travellers.
The result? An impressive ability to make the statement that even in leaner economic times, positivity reigns supreme and those who wish totake flight to and from the nation’s capital can look forward to, well, just about anything.
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http://www.airport-world.com/publications/all-online-articles/item/2967-listening-and-learning
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