Calgary International Airport II

[Mazrim]

Originally Posted by Bokimon

I too value the incredible quality of knowledge and material a few key members here bring to the boards. Infact this forum thread is better than the Calgary Construction Thread over there. I have been spending more time reading all the great stuff with big interest everytime an airline news is made regarding new routes or modified existing routes and of course newspaper articles like the one out today.

Cage: Waiting for your comments on this, though I feel that what you are going to say has likely already been said a few times over by now on this board. If only the mainsteam media or the yycaa can acknowledge the existence of this website like a few developers and architectural firms already do as they certainly do lurk in the construction thread..

As you know, not everyone is keen on sharing info on a public forum such as this, so sometimes it's best to not acknowledge the the fact that insider info sometimes is revealed here. There's a chance that if they did acknowledge their presence here, they would also have to request that any advance or insider info be clamped down on.

I've ceased sharing info from my profession for a while now due to that fact that I know many people who browse SSP for construction news and the general attitude has been "better to not reveal anything" when it comes to speaking online about my particular industry. I disagree and think the transparency is good - after all, everyone talks about the same things in conversations at networking events - but apparently online is just too open a place to be saying the same things.

This has made me more appreciative of what people like Cage have brought to the forum, though. It's really interesting and insightful information that makes this place a daily visit for me.

[yyc_engineer]

Originally Posted by Mazrim

It's really interesting and insightful information that makes this place a daily visit for me.

+1 that brother! (or sister). I can honestly say this is one of the few websites I check on a daily basis, usually multiple times a day, and have so for the past 8 years since joining the workforce. (The other ones are airliners.net and macrumors.com if anyone cares)

Just 3 months to go until AeroMexico starts up! First new airline for YYC for the year.

[zahav]

January stats posted. Not bad, 1% overall growth. Domestic +0.2%, Transborder +0.6%, and International up 5.5%. International slowed down quite a bit from recent months, while transborder is positive growth again (almost 0% granted, but stll not shrinking). Domestic basically 0 growth too. But again, not shrinking!

[Cage]

Originally Posted by Tobuz

From today's Calgary Herald:

http://calgaryherald.com/business/local-...x-international-terminal-troubles-at-yyc

New answers to the questions posed in the Yedlin article, I promise these will not be a repeat of previous discussions.

Why are there no seats at the gates? Where are the people movers? Why can’t we find something to eat or drink near the gates?

No seats at the gate could be a requirement of the retail concessions. The previous sales experience from concourse B for F&B sales was abysmal due to poor quality vendors. However, to entice new entrants YYCAA might have had to configure the retail area to be more traditional mall and less like a traditional airport. After all, who wants the retail location at the end of the long hallway.

The YYC Link was over promised and under delivered. It should have been explained better that the link trains would be post security and in the domestic terminal only. Further, YYCAA should consider moving some of the YYC Link trains to the transborder terminal, both in departures and arrivals.

“I have had several conversations with Gregg (Saretsky) at WestJet. They are our number 1 customer and guess what? When your number 1 customer talks, you have to listen,” said Sartor.
….
“The second piece is to make sure our major customer feels loved and taken care of. I have to do them both at the same time.”

The second statement is very concerning and speaks to the lack of knowledge Sartor has for the Canadian airline industry and particularly WestJet.

WestJet big problem is that they are unwilling to invest in the long term future and cannot articulate a consistent strategy 5 years out. Examples include:
- If WS wanted, they could buy their way into concourse C. Offer enough incentives to AC and they will relocate.
- Gates A5-6 should not have been built. The conversion was less than one year before arrival of the new terminal and then WS could have used surplus capacity on A or B concourses.
- The old flow through check-in stations were built for WS but occupied by them for less than two years.

In contrast, WS was offered a long-term commercial agreement by the GTAA. They refused to sign so AC used the opportunity to send Sunwing, Etihad, & Emirates to T3 to free up CBSA and CATSA space in T1. Once WS figured out they were getting screwed, they hurriedly signed a similar contract.

The problem for Sartor is that he could cost YYCAA lots of money trying to work with an incoherent long term strategy at WS.

Looking at the issues Sartor refers to, the question has to be asked — where was the board?

The current YYC board does have a critical lack of aviation experience. Only 2/17 directors have an aviation background and only 1 has commercial aviation experience. Additionally, 4/17 directors are appointed by municipalities. The compares unfavourably with YVR where 3/13 directors have aviation background including commercial airline experience, plus an additional 3 directors have significant foreign/export company experience in the Asia Pacific region. Further, only 3/13 directors are appointed by municipalities.

Board composition structure does deserve a lot of attention, but the advantages of the YYCAA board composition need to be addressed. From a historical perspective, we have 10/17 directors elected by Calgary Chamber of Commerce because the City of Calgary refused to get involved in airport matters.

From a current perspective. The City of Calgary is more concerned with minor levels of airport noise and with approving secondary suites in AVPA (airport vicinity protection area) than they are with the efficiency and effectiveness of an $8 Billion dollar and 40,000 job economic generator.

Let’s contrast Calgary and Chicago. When the economic generator like ORD/MDW has an issue the mayor of Chicago gets involved. Runway capacity at ORD was an issue 10 years ago, so the Mayor and Council worked with the airport authority to fix the situation (more runways and better placement). Last year when TSA lines threatened the tourist and convention market, it was Rahim Emmanuel (Mayor) who was front and center with the problem and present at the solution (25 high capacity securities lines). Nenshi only talks about having discussions with Sartor regarding airport noise and secondary suites.

A transoceanic route is worth $2-10 million dollars GDP to the local economy. Edmonton has cargo flights to PEK, we don’t. Edmonton has connection to Iceland, we don’t. 30-50% of traffic on YEG-LGW has the O&D point in YYC. The number 1 operator at YYC has major concerns about using the airport as a hub. To the point where WestJet is focusing growth away from YYC and to other airports. In April when Sartor goes before Council, these are the issues that should be brought up. However, in the last 5 years of Atkinson going before council, never has economic issues come up during the Q&A session.

A better governance structure for YYCAA could be accomplished, but having the City concerned with small issues while ignoring the major economic status of the Airport does not inspire confidence that additional city appointments would resolve the situation.

not directly raised by Yedlin, but was poor governance at YYCAA an issue in Sartor’s hiring?

I have debated internally over and over whether Sartor is the right guy for the CEO of YYCAA.

Initially I was against the appointment, mainly because Sartor has zero aviation experience, skills, and connections. But at the time my surprise was mainly that the board did not promote from within the organization. The pole position for new CEO was held by Stephan Piorier, in my opinion.

Then I was persuaded to think that Sartor was the right guy because he had lots of skills leading companies with high customer experience requirements.

Last week I had the great honour of going to YEG and having a conversation with Tom Ruth, CEO of Edmonton Airports. My thoughts have changed again, the Board made a serious error in hiring an outsider to the aviation business. I think they hired the best Calgarian, but not the right person to lead the most national and global of governmental organizations based in Calgary.

Tom Ruth (YEG CEO & fmr YHZ CEO) is one helluva an airline guy. He gets the airline business and has the experience needed to guide airport development. Most importantly, he has the connections nationally and globally to put FlyEIA on the map and to get the inside story from other airports successes and failures. I doubt Sartor will have an invitation to the World Airport CEO council, but Ruth is on the board.

Craig Richmond (YVR CEO) is also one helluva an airline guy. Amongst major world airport CEOs, Richmond is the one I respect the most. Richmond does an annual 50 minute presentation to the Vancouver Board of Trade. I send the kid to bed and sit down in front of the TV for 3.5 hours digesting the yearly missive. Richmond is the only Canadian airport CEO to call out both CATSA and CBSA as organizations that were harming the reputation of YVR as a major destination. He was professional and on point in his attack, but also advocated for much needed change at both organizations for better passenger service.

Howard Eng (YYZ CEO) also has the chops for running a global airport, having gained invaluable experience at HKG during the conversion from Kai Tak and subsequent growth of the new HKG. In the early days of his tenure, Eng faltered a little with lack of experience handling a major ice storm in Toronto. But overall the growth of YYZ, both in partnership AC and attracting other airlines is his legacy.

Philippe Rainville (YUL CEO) is new to the job but has 15 years experience as CFO and was COO of another aviation organization before that. He probably knows a few people in the airline business.

[Tobuz]

Global News interviews Sartor . . . really interesting video! (This is new as of today, Thurs March 3)


http://www.newstalk770.com/2017/03/02/ne...yc-international-airport/?sc_ref=twitter

No great revelations here, but Sartor really seems to get the passenger experience issue at YYC and communicates it clearly. (And certainly none of the, ahem, "we know what's best for passengers and airlines" attitude that we may have seen in the past.)

[Tobuz]

Originally Posted by Cage

The second statement is very concerning and speaks to the lack of knowledge Sartor has for the Canadian airline industry and particularly WestJet.
...

WestJet big problem is that they are unwilling to invest in the long term future and cannot articulate a consistent strategy 5 years out.
...

The problem for Sartor is that he could cost YYCAA lots of money trying to work with an incoherent long term strategy at WS.

Absolutely agree.

WestJet, as much as I like them, really are a 'act first, think later' outfit. Fast-moving and entrepreneurial is great when you're a small start-up, but they should have grown out of that phase by now. They haven't, and are instead stuck in some netherworld between 'start up' and 'real airline'. And a lot of their YYC problems are their own doing.

I shake my head at WS sometimes. They're so hell-bent on trying to stay small, entrepreneurial and friendly that it's actually turned them into a conservative and often very slow-moving organization. You see it in their plodding tech strategy. You see it in their steadfast belief that it's better for their Plus service to use an empty middle seat, rather than a proper J seat. You see it in their frequent flier program which - because they're so cautious of anything even hinting at elitism - is crippled in its ability to attract actual elite-level fliers. And that's all just on the passenger facing side.

Hopefully Sartor understands that his biggest customer has plenty of warts too, and is simply being courteous and respectful to Saretsky. Hopefully...

[Cage]

The hording came down on the new AC domestic checkin area. Still lots of work to do but everything should be ready in 1-2 weeks.

Features include 12 traditional checkin "assistance" desks. New self bag drop area, lots of space for self service kiosks. New premium checkin area, new concierge office.

Take a look at some of the photos.
[IMG]New AC domestic Checkin @ YYC by KGMoen, on Flickr[/IMG]

[Tobuz]

Originally Posted by Cage

The hording came down on the new AC domestic checkin area. Still lots of work to do but everything should be ready in 1-2 weeks.

A post on FlyerTalk said this new area was temporary. Is that the case? Will AC be moving back to their current location after renovations there . . . or, if not, what's the future for that current AC check-in area?

[Cage]

Originally Posted by Tobuz

A post on FlyerTalk said this new area was temporary. Is that the case? Will AC be moving back to their current location after renovations there . . . or, if not, what's the future for that current AC check-in area?

There will temporarily be two visible AC checkin areas. Once the new checkin area is operational, hording will go up on the current/legacy checkin area. Afterward, the concourse C bag sorting system will be taken offline and converted to the Crisplant system. The temporary area being converted for AC uses the old belt based system and is integrated into the legacy transborder bag sorting system.

I forsee a 2018 inservice date for AC domestic bags onto the Crisplant system.

Afterward the temporary checkin area will be transferred to Westjet.

Followed by a 2019 in service date for WS domestic bags onto the Crisplant system.

This plan is completely screwed up. What YYCAA should have done was convert the transborder bag system to Crisplant in 2017, then transferred WS to new area on a temporary basis while concourse A bag belt was converted in 2018, then transferred AC onto Crisplant in 2019.

With this plan, WS with most domestic to international bags will be converted last onto Crisplant.

[Cage]

Originally Posted by Tobuz

No great revelations here, but Sartor really seems to get the passenger experience issue at YYC and communicates it clearly. (And certainly none of the, ahem, "we know what's best for passengers and airlines" attitude that we may have seen in the past.)

I have watched the global news articles a few times and I don't believe Sartor gets the passenger experience issues facing Calgary airport (new and old terminal combined).

Here is the key statistic that Sartor is missing. This statistic comes from Scott Kirby current Chief Operating Officer at UA and frmr COO at AA.
take a random sample of 100 airline passengers:
Group 1 - 60 pax fly less than once per year. (these pax take a flight every 2-5 years).
Group 2 - 25 pax fly 2-4 times per year.
Group 3 - 15 pax fly weekly or greater.

Group 3 and top level of Group 2 pax account for the airports annual profit. Group 1 pax are a drag on the airport profit because they consume more resources than what they pay for.

AC can rank their customers in the 3 groups mentioned above, however WS cannot do the same because WS does not have the same access to alliance type data. In this instance I am referring to a Group 3 traveler that splits their time between WS and 2 or more other airlines.

Because WS cannot adequately identify their group 3 pax, they over sample from group 1 with regard to customer satisfaction.

Further group 1 is highly price sensitive and highly tolerant of poor customer experience. This customer will put up with numerous customer experience inconvenience just to save $20. Grandma connecting in YYC from home in YXE to visit her sister in YLW and has to get from C70 to A4. Grandma's next flight in 2 years will be purchased on a price conscious basis.

Group 3 is less price sensitive but has extremely low tolerance for poor customer experience. This traveler reroutes around YYC because there are constant irritants like no Nexus line, must walk through duty free, and long lines at checkin because self service bag drop is very picky.

In the global news piece, Sartor walked from one end of the terminal to the other in 40 minutes. I did the same thing in 20 minutes, both at peak times. In this example Sartor is a group 1 pax where as I am group 3. Because I fly so much I know how to quickly make time saving decisions and can operate on limited wayfinding challenges.

Missing from the global news piece was any mention of CATSA Plus issue or issues with the new CBSA automated passport machines. These are two issue that would cause me to avoid YYC, but are missing from Sartor's response. Further and more troubling but in other news articles, Sartor does not want to discuss CATSA or CBSA issues because they feel there is nothing that YYCAA can do and they don't want to anger their partners.

Over on Flyertalk, myself and few others have made it a mission to make preboard security concourse C a better experience. Mostly out of frustration expressed at a YYC Do last summer. So we have CATSA complaints line on speed dial. Every interaction generates complaint, no matter how small. After 9 months CATSA gets the picture. The agents at the "sorting hat" entrance require visible proof of Nexus card status and provide a speech outlining the special procedures for Nexus lanes. A true win and the line now moves faster than ever.

Sartor's early win. He had some chairs and water fountains moved from concourse B to concourse D/E.

[jmt18325]

I'm sorry, but Group 3 should be used to walking through duty free. It's becoming more and more common.

[casper]

Originally Posted by jmt18325

I'm sorry, but Group 3 should be used to walking through duty free. It's becoming more and more common.

I am somewhere between 2 and 3. All I will say is it is either tolerable or annoying. If it is a pathway through duty free that is fine, you accept it and walk through while admiring the creativity of how the bottle of whisky are assembled. If there are employees that want to spray you with stuff or talk to you about their goods it is annoying. The duty free people are not as annoying as the credit card people.

(As a side note, I accept the fact these guys are just trying to make a buck and put food on the table. The people who are at fault live in corporate offices and write SOP for the instore staff.)

As far as the airport authority dealing with WestJet I think it is going to have a rough time. WestJet in the early days worked on the model of copy what Southwest does (or more specifically David Neeleman Morris Air). Once it out grew that it shifted into this trial and error model. I agree with Cage, t is one big experiment and the airport is left responding as it tries to find its way.

As far as CASTA and CBSA its is hard to say. If the local guys are willing to play ball and make things better you probably stay silent in public. If they are hopeless than you make lots of noise.

Air Canada is easier, Calgary just follows what happens in the bigger center and does it on a slightly smaller scale.

[Tobuz]

Originally Posted by Cage

I have watched the global news articles a few times and I don't believe Sartor gets the passenger experience issues facing Calgary airport (new and old terminal combined).

Frankly, I agree.

What I should have said (i.e. it was in my brain, but didn't quite translate to my keyboard) that I was happy to see that Sartor actually gets and acknowledges that there even are pax satisfaction issues. The old regime seemed intent on saying "customers don't understand, customers don't get how to use the terminal that we built" ... and solving for satisfaction issues by putting up hardly-noticeable signs and making silly instructional videos for how to use an airport. They were so proud of what they'd built that they seemed to refuse to listen or see what passengers were saying. My intended point was ... at least the new guy gets that there are problems that need to be fixed.

At least it's a step in the right direction. I hope?!

Originally Posted by Cage

Missing from the global news piece was any mention of CATSA Plus issue or issues with the new CBSA automated passport machines. These are two issue that would cause me to avoid YYC, but are missing from Sartor's response.


Further and more troubling but in other news articles, Sartor does not want to discuss CATSA or CBSA issues because they feel there is nothing that YYCAA can do and they don't want to anger their partners.

Absolutely agreed on CATSA and NEXUS being an issue. I fear that CATSA considers the matter closed. That's a huge, huge issue. The 'front of line' for NEXUS is utterly stupid and doesn't work well. (I saw the merging point of all of the lines described elsewhere tonight as a "sorting hat" system".) I don't want to go to the front of the line. What I want - as a very frequent traveler - is to not have to remove my freaking Surface tablet from my bag each time. And not have to remove my shoes. And not be stuck behind BillyBob with his bottle of water that he just bought.

CBSA is going to be an ongoing issue, and will only get worse as traffic grows. The physical layout of that space is absolutely stupid and doesn't work. Those machines are temperamental at best. And there are too few NEXUS kiosks. It's a bad passenger experience now. As traffic/flights/destinations/carriers grow, it's going to become absolutely unworkable.

Agreed that both will require significant advocacy work from Sartor. I haven't seen where Sartor doesn't want to discuss them -- I can only hope that's because he doesn't want to take the fight public. I sure as hell hope he's trying to fix both spaces in the terminal.

Originally Posted by Cage

Sartor's early win. He had some chairs and water fountains moved from concourse B to concourse D/E.

Pretty sad if those actually were CEO-level decisions. If it took a CEO to make the call on both, then we have no hope of seeing broad, relevant fixes taking hold ever.

And, for the record, there are still no water fountains. Only water dispensers (that require bottles or cups to drink from). One of the big reasons that so many people are anti-bottled-water is the environmental impact of throw-away plastic. YYC's current plan for water? Plastic cup dispensers beside the water dispensers. Let's move that one out of the win column, please.


Hopefully Sartor's willingness to admit that everything is not perfect will also allow people who even aren't the CEO to take action to fix many of the design and pax experience flaws quickly. (I get the sense that CAA's corporate culture is pretty arrogant and not customer focused. If that's the case, he'll need to fix that too.) And hopefully he is pushing CATSA and CBSA - and pushing hard - although doing it diplomatically rather than in the media. Hopefully.

[Cage]

Originally Posted by Tobuz

The old regime seemed intent on saying "customers don't understand, customers don't get how to use the terminal that we built" ... and solving for satisfaction issues by putting up hardly-noticeable signs and making silly instructional videos for how to use an airport. They were so proud of what they'd built that they seemed to refuse to listen or see what passengers were saying.

In defense of the YYCAA, the standard engagement response is education before exploring other more expensive options. Also, AC has created arrival and departure/connection videos for YVR, YYZ, and YUL; UA has some instructional videos for their hubs (DEN is an exception). European airport hubs also have instructional videos.

In the middle of terminal construction, I think the number and complexity of change orders got away from the airport. YYCAA lost sight of some fundamental integration and analysis process for planning and airline engagement. The two big change orders were One Stop Security (OSS) and Transit Without Visa (TWoV).

Both OSS and TWoV are very important to AC, but WS is ambivalent at best. However, as WS matures they will appreciate both programs more and more. The other international airlines (especially those aligned with WS) don’t want either program as they lose competitive advantages at their foreign hubs.

I think the airport realized the extent of their problems early in the trials. However, by this point it was too late to do anything about the problems other than delay the opening (and a delay was out of the question unless a major show stopping problem was discovered).

The pretrials should have been conducted in May and not September, further the plan should have been to have the terminal completed (except for retail concessions) for the May trials. Moving the pre-trials to May would have given YYCAA more time to adjust the wayfinding and customer ambassador processes.

CATSA Plus was trialed in YUL and then only with regular customers and not the full range of customers in an integrated real life scenario. Real life scenarios were run in a warehouse in YOW with CATSA staff as both screeners and victims. I believe that YYCAA, an especially the executive were caught off guard by the process changes CATSA and Garda World implemented for CATSA Plus. I think CATSA sold the YYCAA on the story that CATSA Plus was twice as efficient without allowing YYCAA to independently verify the claims through trials.

Originally Posted by Tobuz

I fear that CATSA considers the matter closed. That's a huge, huge issue. The 'front of line' for NEXUS is utterly stupid and doesn't work well.

There are continual changes to the CATSA processes, so I am somewhat confident that CATSA head office does not consider YYC “case closed”. The most recent change has been to shutter the transborder connection screening as well as the “domestic” D preboard screening stations. Screeners are redirected to open additional lanes at D & E regular stations. Transborder connection pax now are redirected to the start of E preboard security and the connections screening station remains empty.

Another point that cannot be stressed enough, if you want to change CATSA processes then file a complaint online at https://www.catsa.gc.ca/questions-comments-and-complaints or over the phone at 1-888-294-2202 (toll-free), 8 a.m. - 4:30 p.m. EST. I have seen results at YYC checkpoint C based on numerous complaints I have made. I have CATSA complaints on speed dial on my phone and template script on the ipad.

To make a complaint with CATSA, you must be going through the screening process. CATSA can identify you based upon the BP scan at the xray screening station. The BP scan at the line entrance is of limited use at the complaint process because there are no CCTV cameras.

To complain about the lack of nexus lanes, I would create a script outlining the complaint and then file the complaint every time I transit the area. For better results, we need to organize a core group of frequent flyers who are committed to the process. For better results I carbon copy YYCAA on all complaints.

Originally Posted by Tobuz

CBSA is going to be an ongoing issue, and will only get worse as traffic grows. The physical layout of that space is absolutely stupid and doesn't work. Those machines are temperamental at best. And there are too few NEXUS kiosks. It's a bad passenger experience now. As traffic/flights/destinations/carriers grow, it's going to become absolutely unworkable.

CBSA is going to be a tougher nut to crack. The union is against the Automated passport computer system because it results in fewer officers and less discretion for officer judgment based on pax interview. In reality, the APC machines ensure a more consistent process because they limit the primary screening officers ability to conduct needless and retaliatory secondary screenings.

The CBSA concerns must be brought to the attention of YYCAA. This particular angle of complaint should be directed at the physical layout of the space and the actions or inactions of the Customer Care Ambassadors.

With regard to the APC machines, again it will be near impossible to organize an effective complaint campaign because most frequent users have Nexus cards.

Originally Posted by Tobuz

Agreed that both will require significant advocacy work from Sartor. I haven't seen where Sartor doesn't want to discuss them -- I can only hope that's because he doesn't want to take the fight public. I sure as hell hope he's trying to fix both spaces in the terminal.

From first two weeks of January or end of December (I can’t remember the exact time) where Sartor is directly quoted as saying that he has no control over security and customs issues. I think the quote was along the lines of “we don’t control security, so you will have to speak to CATSA about preboard security screening”

Another problem for Sartor is that he doesn’t have an independent information source to verify or refute CATSA and CBSA claims. Focusing on CATSA Plus, both Garda World and CATSA claim the new machine have twice the processing capacity as regular machines. However looking at this LA Times article, the capacity is only increased by 30%: http://www.latimes.com/business/la-fi-lax-lanes-20161012-snap-story.html (I have seen the original LAWA update where they quote 30% increase in capacity but could not locate a link).

Originally Posted by Tobuz

And, for the record, there are still no water fountains. Only water dispensers (that require bottles or cups to drink from). One of the big reasons that so many people are anti-bottled-water is the environmental impact of throw-away plastic. YYC's current plan for water? Plastic cup dispensers beside the water dispensers. Let's move that one out of the win column, please.

A little known problem for YYC new terminal, they are committed to a significant reduction in potable water use. The toilettes and other sources use water primarily from the roof and put through a quick filtering process, but the water does not come from City water facilities. What YYCAA should be doing is reporting that they cannot achieve their aggressive water reduction target because pax require access to fountains and dispensers. If they got the superlative fountain and dispensers like at YVR, they could even record the water use for reporting on their sustainability report.

What YYCAA has accomplished in the old terminal is to repair and recondition the water fountains in concourse B and C. Previously these fountains were in disrepair. Bringing water fountains to the new terminal will require a bit of architectural solution and construction.

Originally Posted by Tobuz

Hopefully Sartor's willingness to admit that everything is not perfect will also allow people who even aren't the CEO to take action to fix many of the design and pax experience flaws quickly. (I get the sense that CAA's corporate culture is pretty arrogant and not customer focused. If that's the case, he'll need to fix that too.) .

The terminal management and customer experience people (terminal manager, airport duty managers, etc.) are all Human Resources educated and experience. I don’t think its arrogance so much as their communication style is very closed for perceived confidentiality purposes. Their key problem is that they identify with the 60% of travelers who fly less than once per year.

What YYCAA needs to do is borrow from their contemporaries at YVR, YEG, YYZ. At YVR, Craig Richmond gives an annual address to the Vancouver Board of Trade, in addition to the Annual Public Meeting. Additionally, YVR has roving ambassadors at community events. At YEG, they host on a periodic basis events for frequent travelers, have regular meetings with the City and regional counties, host an airshow every two years. YYC does nothing like this. Further, they are a very tough nut to crack for being approachable. I’ve tried to get YYCAA to the table numerous times.

[Bigtime]

Oh wow, unexpected and good news!

[Cage]

Originally Posted by Acey

Did we talk about the second daily YYC-IAH on WestJet yet that's coming soon?

Kind of a big deal. Personally, I was worried it wouldn't survive at all so to see 11x weekly now versus the *A stronghold... very interesting indeed.

I'm not surprised that YYC-IAH has gone double daily. The route needs to be double daily just to be profitable and service the market correctly. A single daily service doesn't work for the business crowd.

The problem with single daily service is that it wastes at least 1 day of productivity on the IAH end (so a Calgary based traveler visiting Houston wastes 1 day) and 2 days productivity at the YYC end (Houston based traveler has to overnight on both directions). Double daily reduces the wasted productivity to 1/2 day.

This route is being supported by a number of Calgary based O&G field services companies that have offices in both Calgary and Houston. Pason, Ensign, Imperial Oil, Shell, and Precision would be the primary market makers for WestJet.

[hoboman27]

Wow Cage, that's a lot of detailed information. Good work.

Originally Posted by Cage

... Further, they are a very tough nut to crack for being approachable. I’ve tried to get YYCAA to the table numerous times.

Who or on what occasion did you approach the airport people? Wonder if it's just a leadership thing, now with the new CEO and other possible shuffles, maybe you should try again.

[tmjr]

I apologize for being somewhat off-topic, but I would appreciate the advice of the experienced travellers here.

I'm planning a trip with my famiy to BOS, and many of the cheaper flights with AC or WS connect through YYZ. However the connection time is typically around 1 hour and 20 minutes or so. I'm travelling with three small kids (5, 3 and 3) and obviously have to clear US immigration in YYZ. Will 1:20 be enough time to make our connection?

[Blader]

^^^
I'm conservative and if travelling with 3 youngsters I'd allow an extra 30 minutes to an hour over minimum connection times.
For example on Air Canada to/from Boston viaToronto
Outbound 1hr 10 min
Inbound 1 hr 15 min.

Reasonable for healthy adults. With toddlers in tow it could be an avoidable nightmare.

[Cage]

Originally Posted by tmjr

I apologize for being somewhat off-topic, but I would appreciate the advice of the experienced travellers here.

I'm planning a trip with my family to BOS, and many of the cheaper flights with AC or WS connect through YYZ. However the connection time is typically around 1 hour and 20 minutes or so. I'm travelling with three small kids (5, 3 and 3) and obviously have to clear US immigration in YYZ. Will 1:20 be enough time to make our connection?

The answer to your question is, it depends on the time of day you will be connecting in YYZ.

In making the recommendations, I am assuming that not everyone in your family has a Nexus card. Early morning connections with Nexus privileges are doable, even with the little ones in tow and accounting for their usual level of uncooperativeness that is expected for their age.

Outbound (YYC-BOS) recommendation
Early morning connections before 10am are likely to pose a significant challenge for either terminal/airline. There are two primary departure banks at both airlines before 10am.

Mid to late afternoon flights to BOS it is possible to complete a 1:20 connection with family in tow.

With the full family in tow, my recommendation is to go for a longer 2-3 hour connection in YYZ. This means your family will not be rushed even if the inbound flight from Calgary is late within an acceptable amount of time (15-30 minutes is not unreasonable).

Also I would avoid the redeye flight at all costs. It is somewhat horrible for the little ones but an absolute nightmare for the adults. I know both AC and WS have their redeyes connect onto BOS flights.

Inbound (BOS-YYC) recommendations

Mid Morning connections into YYZ are preferred. This is because the YYZ domestic departure traffic has all ready departed. Additionally the customer inbound traffic has a heavy component of international to international connections and these pax don't hit CBSA primary inspection station. Also there is a dedicated CBSA primary inspection lane for international to domestic connections.

Early evening connections in YYZ are not recommended because of the amount of inbound USA to domestic connections as well as the European arrival connection occurring at the same time.

Late evening flights should absolutely be avoided for the same reason as the inbound redeye flights, nightmare all round.