Customer service team at Nanaimo Airport eases travel stress

It’s a big job. Hundreds of thousands of passengers go through the airport gates every year. And that means thousands of requests for assistance, from parking and airport information to tourism suggestions to finding lost credit cards. This year has been especially busy, as the team works diligently to fulfill the airport’s commitment to customer service during expansion-related construction.

“Our goal is to provide a positive, stress-free experience for passengers and visitors in a safe, secure and friendly environment,” explains Customer Care Advisor Laurie Hawthornthwaite.

She oversees a team of three customer service representatives: Tiffany Braun, Char Blois and Mike Anderson. She also supervises 37 Blue Navigator Ambassadors, the blue-vested volunteers who have provided almost 25,000 hours of service since June 2012.

The team is onsite 4:30 a.m. to 4:30 p.m. seven days a week. It’s rewarding work, they say. “I love when I can help take some of the stress out of travel,” says Braun.

And team members have many happy stories to share.

“My favourite time,” recalls Blue Navigators volunteer Tricia Barnes, “was when I realized that a lady with a fair amount of luggage was chatting amiably with a few folks and had not realized that her plane was within minutes of taking off! I rushed over and assisted her. She was escorted very quickly through Security and on to her plane on route to Europe.”

Passenger feedback attests to the friendly service people receive at Nanaimo Airport.

“Just wanted to let you know how much we enjoyed visiting with the Blue Navigators volunteer,” one airport user wrote. “He made us feel welcome and visited like he was an old friend. My daughter was particularly taken with his incredible sense of humour. Thanks for all you do to make vacations special — even the airport experience.”