The Chamber of Commerce of Metropolitan Montreal

YUL: The emergence of a major airport


Montréal-Trudeau is growing rapidly. Over the past five years, passenger traffic has increased by nearly 40%. YUL is Canada’s most international airport in proportion to its total passenger traffic. With over than 90 international destinations and nearly 30 in the United States, YUL is a truly dynamic hub for passenger traffic.

YUL: Serving the city

With nearly 20 million passengers in 2018, a growing number of international destinations, the recent award of a 4-Star World Airport Star Rating from Skytrax and multi-billion dollar infrastructure projects being planned, YUL is raising Montréal’s visibility, participating in its economic development and contributing to making it an international destination of choice.

« In 2018, ADM challenged itself to obtain a 4-Star Skytrax rating for the YUL site. After pushing our limits to improve customer experience, we are delighted that the challenge has been successfully met.»

– Philippe Rainville
President and CEO of Aéroports de Montréal

The “World Airport Star Rating,” created in 2000, is recognized in the industry as a global benchmark for airport standards. Ratings range from 1 Star to the most prestigious 5-Star rating. Skytrax specializes in ranking international airline organizations.

Focusing on the customer experience

Aéroports de Montréal (ADM) has made passenger satisfaction and the customer experience the priorities for YUL in recent years.

«  Delivering a memorable experience results from concrete actions that generate positive emotions for our passengers. The goal is to create a pleasant and welcoming environment, just like our dynamic city, so that our visitors feel that their journey is beginning as soon as they set foot in our airport terminal! This is a day-to-day challenge that drives our teams. »

– Renée Lebel
Customer Experience Manager

The rating awarded under the Skytrax program rewards continuous efforts to enhance the passenger experience as well as major investments made in infrastructure upgrades over the past few years and the achievement of the highest industry standards.

In the past year, Aéroports de Montréal has launched many initiatives to enhance the passenger experience and the fluidity of processes, as well as to optimize terminal maintenance. YUL now has a new team of ambassadors serving passengers, technology-based control and monitoring processes to ensure the cleanliness of facilities, about 100 automated border control kiosks in the international arrivals hall and a new high-speed security checkpoint.

To continue to promote Montréal’s reputation, ADM will be pursuing efforts to further develop its air service, improve passenger services, and adapt its infrastructure to meet growing demand.

About the author

Aéroports de Montréal is the airport authority for the Greater Montréal area responsible for the management, operation and development of Montréal-Trudeau International Airport and the Mirabel aeronautic and industrial park.

The opinions expressed in this post are those of the author and do not necessarily reflect those of the Chamber of Commerce of Metropolitan Montreal. As a result, the Chamber cannot be held responsible for published content.
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