page 1
page 2
page 3
page 4
page 5
page 6
page 7
page 8
page 9
page 10
page 11
page 12
page 13
page 14
page 15
page 16
page 17
page 18
page 19
page 20
page 21
page 22
page 23
page 24
page 25
page 26
page 27
page 28
page 29
page 30
page 31
page 32
page 33
page 34
page 35
page 36
page 37
page 38
page 39
page 40
page 41
page 42
page 43
page 44
page 45
page 46
page 47
page 48
page 49
page 50
page 51
page 52
page 53
page 54
page 55
page 56
page 57
page 58
page 59
page 60
page 61
page 62
page 63
page 64
page 65
page 66
page 67
page 68
page 69
page 70
page 71
page 72
page 73
page 74
page 75
page 76
page 77
page 78
page 79
page 80
page 81
page 82
page 83
page 84
page 85
page 86
page 87
page 88
page 89
page 90
page 91
page 92
page 93
page 94
page 95
page 96
page 97
page 98
page 99
page 100
page 101
page 102
page 103
page 104
page 105
page 106
page 107
page 108
page 109
page 110
page 111
page 112
page 113
page 114
page 115
page 116
page 117
page 118
page 119
page 120
page 121
page 122
page 123
page 124
page 125
page 126
page 127
page 128
page 129
page 130
page 131
page 132
page 133
page 134
page 135
page 136
page 137
page 138
page 139
page 140
page 141
page 142
page 143
page 144
page 145
page 146
page 147
page 148
page 149
page 150
page 151
page 152
page 153
page 154
page 155
page 156
page 157
page 158
page 159
page 160
page 161
page 162
page 163
page 164
page 165
page 166
page 167
page 168
page 169
page 170

122 Businessexcellence November 07 Many hardened travelers think of airports as a necessary evil. A means to an end. Halifax Robert L. Stanfield International Airport in Nova Scotia, Canada, however, is far more than that. The recently retired president and CEO of Halifax International Airport Authority (HIAA), Eleanor Humphries, has left a legacy of success. She has appeared on Atlantic Business Magazine’s Atlantic Canada’s Top 50 CEOs list for five consecutive years and has subsequently been added to its CEO Hall of Fame. “I’ve had ample opportunity to observe Eleanor’s management style,” commented Dawn Chafe, Editor of Atlantic Business Magazine. “What I’ve noticed consistently over time is her flair for flawless multitasking and project execution, as well as superior grace under pressure. Regardless of how busy or how difficult her day might be, Eleanor Humphries retains her composure and her high regard for the people on her team. She is, in all ways, a class act.” Frank Matheson, chairman of HIAA’s board of directors, also sang her praises. “Eleanor certainly deserves this prestigious recognition. She has accomplished great things for us over the past two years. Receiving this award for the fifth time and being inducted into the Hall of Fame demonstrates her dedication, commitment, and leadership— qualities we value so much at HIAA.” Humphries enjoyed many achievements during her tenure with HIAA, including the establishment of a US pre-clearance customs unit, significant capital improvements, a very successful inaugural bond issue, and growth in the volume of passengers and cargo moving through the airport. Although Eleanor Humphries announced her resignation in July 2007, she leaves an organization with vision, morals, and strength. Joyce Carter, previously VP of finance and CFO, is the newly appointed interim president and CEO. “Our greatest asset is our stability,” she said, on her appointment. “The strength of our organization and the commitment of our many partners here at Halifax Stanfield International Airport ensure that we will maintain the high standard of service that we have established for ourselves.” In 2006, Humphries set plans in motion for a multi-year improvement program, with investments of over $58 million to cover construction of a commuter facility, the US pre-clearance facility, installation of a common use ticket counter and baggage system, and phase II of the runway restoration program. HIAA is considered Atlantic Canada’s gateway to the world and is the region’s principal full-service airport, providing passengers and cargo clients with access to markets across the country, the US, and Europe. During 2006, HIAA generated $39.5 million in operating revenues and collected $12.3 million in Airport Improvement Fees, for total revenues of $51.8 million. The airport hosts nearly 3.4 million Kate Sawyer discovers why Halifax Robert L. Stanfield International Airport wins so many awards Topflight

November 07 Businessexcellence 123 passengers annually and is an internationally recognized leader in customer service. In March of this year, HIAA earned two fi rst-place fi nishes in the 2006 Airport Service Quality survey, a global airport customer service ranking program, which were presented in March 2007 at the Airport Council International Airport Business and Trinity Forum in Dubai. For the fourth consecutive year, HIAA ranked fi rst in overall passenger satisfaction for airports worldwide with under fi ve million passengers. It also ranked fi rst in the Americas in the new category of Airport People Awards, which recognizes those regional airports that have built a strong customer service culture while also being rated by passengers as having the most courteous airport, airline, and security staff. “We are very grateful to the thousands of passengers who participated in the surveys,” said Humphries at the time of the announcement. “This achievement is a tribute to the hard work, tremendous dedication, and exceptional service commitment by the front-line staff from our many partner organizations, our own HIAA employees, and our wonderful volunteer hosts.” Ninety airports participated in the survey, up from sixty six last year. They include such world-renowned airports as London Heathrow, Sydney (Australia), Amsterdam Schiphol, Beijing, and Denver, as well as Canadian airports including Vancouver, Edmonton, Ottawa, and Toronto. “Even as the number of participants in this rigorous and challenging survey grows, we continue to shine in our delivery of outstanding customer service up against the best airports around the world,” said Humphries. “It’s noteworthy that over the past fi ve years in which we have participated in this survey, our scores have gone up each and every year as we benchmark against our own performance, year over year.” HalifaxInternationalAirport