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From Frustration to Flow: A 24/7 Parking Transformation at Abbotsford Airport
102 Seconds
Average Call Handle Time
16 Seconds
Average Queue Time
35%
Calls Resulting in Revenue
20%
Calls Assisting in Validation
Location
Abbotsford, BC
Industry
Airport
The Challenge
On-time performance struggles created delays and increased frustration among passengers
The Solution
Implementing Parker Technology 24/7 tailored for airport parking operations
Air travel is rarely stress-free. From navigating traffic, to locating long-term parking, to making it through security, travelers are under pressure well before they reach the gate. For many, parking is the first stop on their journey – and the last stop on the way home.
At Abbotsford International Airport (YXX), parking used to be one of the most stressful parts of that journey. Airport parkers encountering simple issues at the exit gate, like a lost ticket, a payment problem or a license plate misread, and they have no on-site help available. That meant delays, confusion and frustration, especially for those racing to catch a flight or for those who were ready to be home.
That’s the experience Abbotsford was trying to eliminate.
As a growing airport with growing demand, YXX needed a better way to handle parking exceptions. To stay competitive and deliver on their promise of a seamless travel experience, the airport turned to Parker Technology.
Challenges Abbotsford International Airport Faced
CHALLENGE 1
No On-Site Support at the Gate
If a traveler ran into trouble while parking, there was no one physically present to help them at the gates. With staff needing to physically assist, it would take around 2-3 minutes before help could arrive.
“There’s no onsite person at the gate who is able to help if there’s an issue… they have to make a call to this person, this person, and it takes time.” – Julia Park, Groundside Operations, Abbotsford International Airport
CHALLENGE 2
After-Hours Calls Disrupted Staff
Without a centralized support model, intercom calls were routed directly to internal staff, including during off-hours and overnight. The burden often fell on a few individuals, including Julia herself.
“With Parker Technology, I don’t have to get up at 3 a.m. to pick up a call. That’s huge.” – Julia Park
CHALLENGE 3
Language Barriers from Previous Vendors
The airport had previously tried outsourcing support to other vendors, but the results were inconsistent. Travelers often struggled to communicate with customer service representatives who lacked fluency in English or familiarity with local expectations.
CHALLENGE 4
Frequent Gate Damage
Frustrated drivers trying to exit without success sometimes took matters into their own hands, leading to increased incidents of gate damage. Not only did this cause operational downtime, but it also created safety and liability concerns.
“We had damage on the gates… that has decreased significantly,” Julia Park shared.
The Solution
To meet these challenges head-on, Abbotsford partnered with Parker Technology to implement 24/7, tailored for airport parking operations.
Completely Customized Call Handling: Whenever a parker presses the help button at an entry or exit gate, they are immediately connected to a trained customer service representative (CSR) who understands the airport’s unique business rules, tone and technology systems.
Detailed Reporting: Beyond live support, Parker Technology’s software platform delivers detailed call logs and real-time reporting, giving YXX full visibility into every exception. When someone does exit without paying, the team can now trace the transaction using customer phone numbers and email addresses captured during the interaction.
Less Damage Incidents: The setup also dramatically improved incident response and reduced unnecessary damage, helping YXX maintain its equipment and preserve the customer experience.
This always-on solution meant Julia and her team no longer had to carry the burden of after-hours calls or worry that a customer might be stuck without help.
It's flawless. Seamless process… from entering the parking lot, to departing for the flight, and coming back to their car. It's smooth.
The Results
Since implementing Parker Technology’s 24/7 support solution, Abbotsford International Airport has seen measurable improvements across operations, service quality and revenue protection.
Customer Experience, prioritized
16 second average queue-time
Calls handled in 1 min, 42 seconds on average
leveraging new data
With Parker Technology’s detailed data tools, Abbotsford International Airport can use the data available to make informed decisions to provide even better experiences for the motorists.
Cost savings & unique situations solved
35% of calls resulting in revenue collection
20% of calls assist in validations
With Parker Technology, I think it's perfect as it is.
An Ongoing Partnership
What made the rollout successful wasn’t just the technology; it was the collaboration. Julia and her team meet regularly with Parker Technology’s team to fine-tune business rules and ensure a consistent experience for travelers.
“We work closely with the Client Success Team. If there’s anything, we always keep in touch.” – Julia Park
That ongoing support ensures that the solution scalers with the airport, and that new challenges can be addressed as operations evolve.
Conclusion
In the high-stakes environment of air travel, every touchpoint matters, and parking is no exception. For Abbotsford International Airport, what used to be a major pain point is now a quiet success. Thanks to Parker Technology, parkers receive the help they need, when they need it, without adding pressure to already-busy staff.
By outsourcing exception handling to a trusted partner, YXX turned their parking operations into a competitive advantage – one that reinforces their commitment to delivering a friction-free travel experience from start to finish.
We are very satisfied with the service that we receive… No complaints, nothing.
Learn more about how Parker Technology can give you peace of mind in your facility’s operation
Check out our other case studies about how we’ve assisted similar parking operations, or reach out to our team to get the conversation started.