YVR Vancouver International Airport – Baggage Operations, Curbside Assistance and Carts

The Challenge

Vancouver Airport (YVR) has firmly established itself as the Trans-Pacific hub of choice – providing connectivity across North America through to prime Asian markets. The characteristics of such a transfer-hub is to ensure timely, consistent and resilient connectivity of passengers and bags. ABC were asked to bring our experience of operating at Heathrow – recognised as a leading international-hub – to assist YVR in sustaining their baggage platform and building an agile, multi-faceted resource solution to support anticipated growth.

The Solution

ABC were already engaged with YVR to assist in the development of Baggage Master Plan and so we had a sound understanding of the challenges that YVR faces in the real-time operation as well as the exciting vision for the future. We secured the opportunity to take-over the running of the Baggage Operation – the full scope of services that manages the flow of baggage from “curb-to-pier” – and took swift action to establish a fresh team that are comprised of experience, talent, dedication and a desire to make a difference. As an example, we are proud to have engaged with the local Indigenous People; the Musqueam Indian Band, to collaborate to develop opportunities and build careers.

The success in introducing our experience and methodologies has led to further expansion of services. This incorporates the management of Carts (Passenger Baggage Trollies) and the implementation of curbside assistance where we have the responsibility of providing customers with guidance and/or mobility assistance, including assisting with the transportation of their baggage from the curbside zone to check-in.

“My team have been working with ABC on programmes over the past 7 years. We recently worked together on a major programme to deliver a successful major software deployment at Heathrow. The team are professional and versatile and have a great sense of working as a team. They show commitment and passion towards projects which makes them ‘stand out’.

ABC have lots of excellent knowledge of the airport and operational process to assist in the transition and deployment of projects/programmes. ABC are pro-active and willing to help resolve issues, quick to respond and ensure that the operation is of primary importance.

IT have a great relationship with ABC at Heathrow and they are a key partner in delivering successful programmes.”

Gary Charlton

IT Programme Leader, Heathrow IT Programme Deliver