What is the primary focus of YVR's customer feedback management strategy?

The primary focus of YVR's customer feedback management strategy is enhancing passenger experience. This approach emphasizes the importance of directly understanding and responding to the needs and expectations of travelers. By gathering and analyzing customer feedback, YVR aims to identify areas for improvement, address concerns, and implement changes that lead to a more enjoyable and efficient travel experience.

Enhancing passenger experience is critical for airports, as satisfied customers are more likely to return and recommend the airport to others. A positive passenger experience can encompass various aspects, including ease of check-in, security procedures, amenities, and overall airport environment. By focusing on these factors, YVR can foster a customer-centric culture that builds loyalty and promotes positive interactions with all airport services.

While operational costs, increasing retail profits, and expanding airport facilities are important aspects of managing an airport, they do not align as directly with the intent of a feedback management strategy that seeks to prioritize the traveler's experience above all else.