Speaker Biograghy: Nancy has been the in-house architect for Vancouver International Airport (YVR) since 1995. In this capacity she has directed the planning, architecture and design for capital projects in the international and domestic terminals. She also reviews all tenant permit submissions within the airport and commercial developments on Sea Island, where YVR is located. This is her fourth time speaking at PTW, presenting the unique and award-winning projects at YVR. Personal fact: Her spare time is spent with her family, playing tennis, skiing or painting landscapes. She enjoys travelling but her family complains that she takes too many photos in airports.


Day 2 - 16 March
Session: Airport Design, Planning & Development

09:30 - 09:55 - Expansion and upgrades to the International Terminal at YVR
Synopsis: YVR’s Gateway Initiative maximises aircraft gate utilisation and reduces connection times between domestic and international flights. Last year Nancy presented phase one. This presentation focuses on phase two, the process for connecting passengers between the Domestic and International terminals. YVR’s planning, design criteria, art commissioning and how this phase fits the YVR Gateway Initiative will be highlighted. The project includes new baggage delivery, expanded holdrooms with YVR’s standard passenger amenities, overhead connection walkways, bar/newsstand, walk-through Duty Free and First Nation’s art commission. YVR is recognised and celebrated for its architecture and strong sense of place.

Audience will learn:

• How YVR’s Gateway Initiative will increase airline turns and passenger connection times
• How operational needs and passenger experience influenced the planning criteria
• How the architecture is unique but still cohesive with other areas of YVR
• The YVR standard base building amenities
• The positive impact of First Nation’s art installation

Day 2 - 16 March
Session: Customer Service & Passenger Experience

16:05 - 16:35 - Designing for diversity at YVR
Synopsis: YVR welcomes over 20 million passengers annually, more than half of whom are from international destinations, speaking over 120 languages. Passengers are diverse in travel experience and physical ability. To respect the traditional land in which YVR is located, the airport has commissioned First Nations artwork to enhance the passenger experience and provide insight into the cultural history of British Columbia. This presentation will focus on key areas where YVR has designed airport processes to create an inclusive public facility addressing the multicultural experience of passengers and staff. Passenger satisfaction is attributed to customer care, keeping YVR North America’s #1 airport for six consecutive years.

Audience will learn:

• The strategies to ensure passengers are welcome at every junction of their journey through YVR
• The diversity training provided to concessions, airlines, government agencies and YVR’s own employees
• The initiatives to help passengers with physical disabilities navigate throughout the terminal
• The opportunity to provide a global audience with the history and cultural significance of First Nation’s artwork
• The celebrations of festivals and holidays that are recognised pre and post security throughout the year at YVR