– by Susan Simosko –
Perhaps you’ve seen one. You may even know one. But do you have any idea who they are, what they do, or what’s kept them motivated for more than 25 years? Who they are is simple: the Red Coats, the remarkable group of volunteers at Victoria International Airport who quietly serve as the friendly face of the Saanich Peninsula. They are the greeters, ambassadors, advocates, and tourism specialists, all at once. They dispense information, answer questions and help travellers to solve problems. But that’s only part of the story.
As Margarete Rothlisberger, the current volunteer Red Coat Coordinator, puts it, “The Red Coats represent the very best in customer service, always with a smile and with a large dose of human kindness. Our job is to listen and to help travellers in whatever way we can.”
Margarete has been a Red Coat for over ten years and has helped to address all sorts of issues – some serious, some a little funny. “You’d be surprised,” she tells me, “how many people arrive at the Airport and ask how long it takes to drive to Vancouver, thinking that Vancouver surely must be on Vancouver Island. They are always surprised to learn that getting to Vancouver first involves a 90-minute ferry ride!”
Founding Coordinator, Jacqueline de Muinck, a 22-year recently-retired veteran of the Red Coats, agrees. She believes that over the past 20 years travelling has changed and with it, travellers themselves. “People are more rushed,” she says. “They don’t have time for conversation. They rely more on the Internet, but often do not have a complete picture of their options or the length of time it takes to get from one location to another. That’s where we come in!” By way of example, she tells of travellers who think they can visit Butchart Gardens and Tofino all in one day and still make it back for the 7.00 p.m. ferry!
The Red Coat program began in September 1990. The primary goal is to make travellers’ first contact with the area positive and stress-free. “They are people who love people,” Anita Kardos, Terminal Operations Officer, says. “The Airport is so proud and thankful for the men and women who generously donate their time. They do a truly wonderful job!”
Without doubt, the Red Coats add to the relaxed charm of YYJ. Equally, their commitment to excellence in customer service helped the airport to earn the Airports Council International Service Quality Award in 2012 and 2014. “This award,” Anita tells me, “represents the highest accolades in the industry. I have little doubt that the Red Coats helped us to achieve this honour.” While regularly dispensing information about transportation, local attractions, and accommodation, the Red Coats welcome visitors in other ways too. On Canada Day, for example, they serve cake as part of a special holiday welcome.
The current Red Coats speak six languages, sometimes offering travellers an extra special welcome in their native language. For families, children’s activity books and crayons are also readily available.
This year marks the 25th anniversary of the Red Coat program. To celebrate, a special event will be planned.
So, hats off to the Red Coats, past and present! And thank you from the thousands of travellers you have welcomed, helped, and inspired to explore Vancouver Island and beyond.
