Calgary International Airport

An unparalleled customer experience guided by one of North America's top airports
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Putting the Customer First

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The “North Star” is what Calgary International Airport calls its guiding principle – putting the customer first. It’s an operational compass turning the airport into a world-class, hospitality-focused enterprise. The Calgary facility is on a multi-year trajectory to create memorable airport experiences that reflect the region’s legendary western hospitality and natural beauty.

Operating a World-Class Airport Requires World-Class Communications

Celebrated as one of Canada’s top four airports, the Calgary International Airport has long been an ambassador for the western province of Alberta. It’s operated by the Calgary Airport Authority under a governmental mandate to manage the facility in a safe, secure, and efficient manner, providing customers with the best possible experience.

To help achieve the “North Star” mission, airport executives are utilizing an IT strategy that leverages advanced technology solutions to improve operational efficiency, visitor safety, and customer experience. One such solution is the Instant Connect Enterprise™ interoperable communications platform, which provides the Terminal Operations organization with a centralized communications environment that links airport workers via radio, mobile devices, and dispatch.

ICE Devices“The Instant Connect software platform is mission-critical infrastructure for the personnel in our Operations Center,” says Mike Heath, General Manager of Technical Infrastructure. “It gives them centralized command-and-control over our radio system, integrated with our PC and VoIP environments. This centralized approach improves our ability to operate the airport, and directly impacts our ‘life safety’ activities for guests, partners, and staff.”

For Bernadette Kirk, General Manager of Terminal Operations, the communications platform is integral to her business team’s ability to put the customer first. “Instant Connect is helping the airport run smoother with improved collaboration, more efficient workflows, and centralized command of all key communications. It has generated a lot of trust by our staff, based on its reliability and ease-of-use.”

Benefits to the airport include:

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Quote StartWe are the promise-keepers. Our team wants to make sure the customer experience is as seamless as possible. Instant Connect helps us make this happen. It’s a vital day-to-day solution in our Integrated Operations Center to help keep all key staff connected and collaborating efficiently.Quote End

Bernadette Kirk, General Manager, Terminal Operations

Terminal Operations and IT

At Calgary International Airport, these two teams are working seamlessly together:

  • Serving 18+ million passengers (2019) guided by the airport’s “North Star” commitment
  • Utilizing mission-critical communications across 5,144 acres of airport property – both terminal and airside
  • Leveraging proven communications technology like the Instant Connect Enterprise™ platform to help drive safety, security, and efficiency

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Keeping Airport Operations Flying Smoothly

The Integrated Operations Center (IOC) is a command-and-control facility that acts as the heartbeat of the airport, monitoring and managing all key activities across the 5,000+ acre site. Instant Connect communications software plays a key role, keeping everyone connected and giving the IOC team a single view into all real-time radio communications. “We can manage all vital radio communications from a single system and this integrated approach is enormously advantageous for our IOC team,” says Bernadette.

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Quote StartThe Operations side of the airport has adopted Instant Connect as their own. Our IT team recommended and implemented this solution, and it’s gratifying to have it embraced and appreciated as a purpose-built business solution.Quote End

Mike Heath, General Manager of Technical Infrastructure

A Proven Track Record

Mike points to a number of advantages when using a proven, easy-to-use solution like Instant Connect.

Looking Ahead

Ask Mike about the future and he’ll get right to the point. “Our goal is to leverage data about our operations and turn it into insight.  As an integrated communications platform, Instant Connect has – and will continue to – help us make smarter and faster decisions.” This might include:

“We still haven’t fully implemented some of the mobile and desktop features that Instant Connect offers,” says Mike.  “We’re looking forward to unlocking the full potential of the platform.”