Vancouver International Airport (YVR) has earned the title of “Best Airport in North America” not just once, but 14 times in the past 16 years – a feat that sets it apart on the global stage. In this interview, Gerri Sinclair, Chief Prioritisation Planning and Performance Optimisation Officer at YVR, shares the philosophies and innovations behind the airport’s sustained success and what makes it truly world-class.
“There’s something in the water there,” Sinclair jokes, before diving into the unique sense of place that YVR cultivates – from the art and architecture to the smell of the terminal itself. “The sense of beauty and the sense of arrival and the sense of welcome moves all the way through the airport.”
One of YVR’s standout approaches is their Arrivals program, which every new employee goes through – executives included. It centers on inclusivity, guest service, and proactive hospitality. As Sinclair puts it:
“We know about the look. When a passenger has got that look on their face – bewildered – we all come in and say, ‘Can I help you?’”
The conversation also explores the strategic role of flow management – covering passengers, bags, planes, and vehicles – with both physical and digital optimization efforts in play.
🎥 Watch the full interview to hear how YVR is leading the aviation industry through digital transformation, guest-centered design, and a human-first approach to AI.
Questions asked include:
- What’s been the key to YVR’s sustained success as North America’s best airport?
- How do you ensure consistent efficiency and flow management across the airport?
- Where do you see the most immediate opportunities for AI in aviation?
- What is YVR’s Digital Twin and how is it driving value?
- How do you balance innovation with safety—especially around cybersecurity?
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