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YVR Implements Immediate Changes to Improve Service
[Last updated on 12/7/2007 at 10:00:22 AM]


Richmond, B.C. (December 7, 2007): Vancouver Airport Authority has announced significant changes to passenger and visitor services at Vancouver International Airport (YVR) as a result of preliminary findings of the Airport Authority's internal review of circumstances surrounding the death of Robert Dziekanski at YVR on October 14, 2007.


The changes have been made in four key areas: Customer Care, Communication, Safety and Security, and Medical Response. Some of the changes will be applied immediately, while others are planned for future implementation.


Among the key changes:



  • 24-hour Customer Care in the International Arrivals area and inside the Customs Hall
  • Additional Customer Care training and tools
  • Easily identifiable, terminal-wide access to translation services
  • 24-hour in-terminal medical response
  • Messaging service from the Customs Hall to the public greeting area
  • Larger, brighter signs with pictograms and multiple languages
  • Hourly walk-throughs of the Customs Hall and 24-hour public safety patrols

"Over the past seven weeks, our team has reviewed every aspect of our operations, from customer care to communication, safety and security, and even building design," said Larry Berg, President and CEO, Vancouver Airport Authority.  "We have an obligation to care for each and every customer who comes through the airport, and the purpose of our internal review is to ensure that we do just that. 


"The changes we're announcing today reflect a number of significant improvements to customer service and safety that have already been identified and can be implemented now or in the very near future," Berg added. "As we continue with our review, we expect to identify further improvements that will be included in our near- and long-term plans for YVR."