Expert Talent for Seamless Operations

In June 2019, we were selected by one of Canada’s largest airports to manage all reception, orientation, and customer service operations within their terminals.

Since then, we’ve built a full-service program from the ground up — recruiting, onboarding, and training a dedicated team of 85 front-line staff and four supervisors. We developed clear service standards, implemented on-site support systems, and created ongoing coaching frameworks to ensure consistent, high-quality interactions with travelers.

Since the start of the program, we’ve delivered over 116,000 hours of customer service each year, supporting more than 19 million passengers annually with a smooth, welcoming, and informed travel experience.

When the Administrative Permits Office faced ongoing inefficiencies under a previous supplier, we stepped in to take full ownership of the function.

We evaluated the existing team, transitioned qualified staff under our management, and filled remaining roles with targeted hires. From there, we introduced a people-first culture focused on collaboration, customer service, and clear communication.

By outsourcing the function to us, the airport gained a streamlined, high-performing team and more time to focus on their core operations.