By Noah Thompson, Senior Manager, Customer Service

ASP takes great pride in our efforts to support client safety initiatives. We recently received the following commendation for one of our CSRs, Fanny Tran, at Toronto’s Billy Bishop Airport.

“I’d like to acknowledge Fanny’s safety observation and addressing the unsafe work practice of a ramp employee in the check-in area last week and yesterday. Fanny’s awareness of safety and addressing this is important and commendable.

Thanks for your help.”

Left to Right: Danna Hazanovsky (SDM), Fanny Tran (CSR) and Chris Bentley (CSR)

At ASP, we take a safety-first approach to everything we do and will continue to support our client operations with vigilant “see it, report it” focus in our day to day work.

By Noah Thompson, Senior Customer Service Manager

The ASP Customer Service Team is tasked with providing world-class customer service to the travelling public at three major international airports in Canada. That is not where our job stops.

In many types of service disruptions, our team has stepped up and assisted where we were not normally required. On Sunday March 17, 2019, an electrical fire filled Toronto Pearson’s Terminal 1 CNX Level with smoke. Our OSR Agents posted in this area not only stayed back to assist, they maintained the safety and security of the airport by updating the passengers as they received information and helped to lead a calm evacuation in a high-stress situation.

Svitlana Portnova, OSR Agent

Adding to this, one of our OSR Agents, Svitlana Portnova relied on her training as a nurse to assist a passenger with an asthma attack, due to the poor breathing conditions in the area at that time.

Team work and job dedication were paramount in the successful handling of this emergency. Great Work, Team!!!!!

By Danna Hazanovsky, Service Delivery Manager, OSR

The OSR team at Toronto Pearson does an excellent job each day ensuring that our passengers are treated with exceptional customer service and leave our airport with a great impression.

We have many examples of our team working together and executing flawlessly to deliver an exceptional passenger experience.

Here is a small showcase of some of the written commendations we have received over the last few months:

“We encountered a medical today at the T1 SPIL area during the afternoon peaks. A 14-year-old boy was in serious distress. Two individuals from the OSR team: Carl Lynn Salcedo and Rakesh Bhardwaj responded well to my “demanding” voice, given the situation. They were able to quickly respond, by creating a barrier with stanchions for the family while maintaining movement of the heavy passenger flow trying to stop and view the situation. Carl Lynn was able to locate a doctor in the SPIL queueing at my request in record time… it may have made the difference for this youngster!!” – GTAA Terminal Services Representative

“The operation was flawlessly executed today. Despite heavy Transborder and local connections, OSR Manager Zapata, Jason and OSR Supervisor Matharu, Jasmeet did a fantastic job in ITPC and CBP.”- GTAA Terminal Services Representative

Ms. Shanna saved my day! Every year I travel to the United Arab Emirates to visit my father in Dubai. I have never missed a holiday with my father. However, this year I almost lost this traditional meeting due to an employee error/oversight made by an airline employee.

Upon my arrival at Toronto International Airport, I proceeded to my next gate, but was quickly advised that I could not go to Dubai because I did not have a Visa. The airline employee insisted that I would have to apply for a Visa in order to proceed with my trip to Dubai. I insisted that this information was not accurate.

The Agent glared at me and told me I don’t specialize in Visa services, and that I should never assume anything. The agent then handed me a piece of paper with the website information and told me to go over there and apply for a Visa online.

I was in shock. I was speechless and in tears. I was asking myself, HOW could I have allowed this to happen? How could I have not known that I needed a Visa for the UAE this year?

In tears, I went to the corner by the kiosks and proceeded to find the website on my cell phone that the airline just gave me.

That’s when two customer service agents through A.S.P. Inc. Security (Ms. Shanna and another young lady) noticed me and immediately came to my rescue.

Ms. Shanna consoled me and assured me that everything would be alright. Ms. Shanna then walked me over to the other side to speak with a different agent through the airline. The other agent apologized for her colleague’s mistake and confirmed that a 30-day Visa is granted upon arrival. The airline agent then proceeded to print my boarding pass and apologized once again for her colleague’s oversight.

Ms. Shanna went above and beyond the call of duty today. If it wasn’t for Ms. Shanna, I would have missed my flight to Dubai to see my Dad.

Most of the time, companies will promise excellent customer service, but often fail to deliver what they promise to the customer, but A.S.P. Inc. fulfilled their promise by providing a positively unforgettable resolution to my dilemma.

Thank you SO much. The initiative Ms. Shanna took today on my behalf was phenomenal. Thank You, A.S.P. Inc.”
Passenger Remarks

Often small gestures of great service go unnoticed, but it is important to celebrate when the client or passengers go the extra mile and write in to our management to recognize members of our team. We are looking forward to additional excellent interactions and feedback from our passengers and the GTAA!

ICTS continues to strengthen its position as leaders of the Italian aviation security sector, with two new important contracts that started in October 2018.

At the beginning of October ,2018, our ICTS Italy team commenced the Check Point security services at Pisa International Airport, following the award of the contract by the Airport Authority of Toscana. ICTS has been providing security services to Pisa Airport for several years.

“The expansion of the cooperation is testimony to the high quality and professionalism of our team at Pisa”, said Monica Salomoni, Aviation Manager, ICTS Italy. “We are delighted that the Airport recognised our commitment and capabilities”.

Later in the month, aviation security services started with Kuwait Airways at Milan’s Malpensa Airport. The ICTS Europe Group already secures Kuwait Airways at Paris Charles De Gaulle, Frankfurt and Munich airports.

“We welcome Kuwait Airways to our client base and are proud to have been chosen to secure their flights to Kuwait City”, commented Monica Salomoni. “ICTS looks forward to a long business partnership with the Airline”.

Established in 1987, ICTS Italy operates from its principal office in Rome, with additional operational centres at the main airports of Rome, Milan, Venice and Pisa. ICTS Italy specialises in the provision of security services to airports, airlines, corporate, private and public – sector clients. We are able to offer a national cover and a comprehensive range of security services.

Contact us:
ICTS Italia S.r.l. Piazza dellaLiberta 10 00192 Rome, Italy
Tel: +39 06 65011053 Email:

Debbie Ciccotelli, Director, Strategic Innovation

We are both delighted and proud to announce that ASP was awarded the contract for the provision of Security & Customer Services at the Greater Sudbury Airport (YSB).

We commenced our service contract at the Greater Sudbury Airport (YSB) at 12 noon on November 1, 2018. 

ASP Security Guard at Customer Service Kiosk

The Greater Sudbury Airport is one ofNorthern Ontario’s busiest and is currently served by four scheduled air carriers, AirCanada, Porter Airlines, WestJet and Bearskin Airlines, and also receives seasonal service to holiday sunshine destinations by Sunwing Airlines. In addition, YSB provides services to various commercial and general aviation operations.

Our Sudbury team is responsible for all aspects of security and customer service within the Terminal, Airside and Grounds ideas well for the operation of the Pass Office and AVOP testing programs. Our commitment to the Airport Authority is to provide high quality and reliable security and customer service to the client and the passengers in which they service. We commenced this contract with a combination of transitioning incumbent employees and new hires. We are extremely proud of the professionalism, commitment and dedication demonstrated by this new team.

I would like to congratulate and thank the YSB Mobilization Team who worked very hard to transition this service within record time.

The success of our November 1st start-up could not have occurred without the dedication and support of the mobilization team consisting of John Gangasingh (Operations Manager), Sean Gallagher (Recruitment), David Ramlagan (Training) and the two YSB SiteSupervisors, Michelle Rieux and Tyler Hildebrandt.

Please join me in welcoming our new YSB employees into the ASP family.

By Garinder Grewal, Service Delivery Manager, Aviation

On Saturday, September 22, 2018 Toronto Pearson hosted its 11th annual Runway Run.

Each year, Toronto Pearson International Airport opens one of its active runways to the public for a fun, unique 5 km run or 2 km walk.

This year, around 2,500 individuals participated in the runway run and more than 30,000 people have participated in the event since it began. Participants got a one-of-a kind look at the airport, where they met the people and animals who work at Toronto Pearson.

This year, around 2,500 individuals participated in the runway run and more than 30,000 people have participated in the event since it began. Participants got a one-of-a kind look at the airport, where they met the people and animals who work at Toronto Pearson.

This year’s event included:

 Falcon Environmental and the birds

 GTAA Firefighters

 Peel Regional Police

 ASP Canine Handler & Canine

In addition, this year, participants were able to get up close to aircraft displayed by Air Canada and NAV Canada. The public was also able to tour inside the FedEx cargo plane.

As proud sponsors of the event, ASP and Airfield Access Inc. once again donated their services to help set up and facilitate it.

Prior to the event, ASP and Airfield Access Inc. provided the following:

1 guard at AESC from Sept 18th to Sept 21st
for race kit pick-ups.

Total of 7 DA drivers with vehicles
between Sept 19th and 21st to escort the
vendors to the site for setup.

On the day of the event, 11 Access Control
guards and 12 D/DA drivers to move the
Primary Security Line (PSL).

ASP Control Access Guards at Entrance to AMF

Thanks to all the ASP employees who were involved in this year’s event! Special Thanks to ASP Supervisor Osmond Coutinho, who oversaw the operation and ensure everything went as planned.

Osmond Coutinho with Runway Run Dance Team

See you next year!

By David Ramlagan, Interim Training Coordinator, Calgary International Airport

As the interim Training Coordinator for the new contract at Calgary International Airport (YYC), I was not sure what challenges lay ahead of me. 

I was both anxious and excited at the same time. From the moment I stepped off the plane, I was greeted with warm, genuine smiles from employees with various companies at the airport. I was pleasantly surprised by traffic enforcement personnel who asked me if I needed any help with me having to approach them. Some employees wear cowboy hats as part of their uniform which was a great way to showcase the Calgarian culture.

If someone leaves their car on the curbside for too long, an automated announcement is made, asking for the driver to return to his/her vehicle.

YYC is a pet-friendly airport where dogs do not have to be caged in the terminal. There are also volunteers who take dogs around the boarding gates for the passengers to pet for stress reduction. I realized that CalgaryAirport has something very special in terms of hospitality.

The security employees that I trained were very accommodating and acted no differently from the general hospitable culture at the airport. I felt welcome and not like an
outsider when interacting with the transitioning security staff.

Best of all, I know they are in good hands with the ASP Management team in Calgary. 

Andie Thompson in administration is always pleasant, approachable and shows a genuine care for the best interest of employees. Zac Veness in Training is a walking wealth of knowledge and has earned the respect of our YYC clients. Ray Labelle is the Calgary Operations Manager for ASP and we could not have found a better person to deliver the ASP vision to the Calgary Airport Authority.

I am proud to welcome the Calgary security staff members to the ASP family. I have met each one and I am confident they will strengthen our image and reputation.

Operations, Calgary International Airport

With much anticipated fanfare and excitement, we at ASP commenced our newest contract at Calgary International Airport (YYC) on September 30, 2018.

ASP and YYC management attended the morning and evening briefings and welcomed all employees. If Day 1 was any indication of the success that we are expecting, we are in very good shape. Staff were excited to commence their employment with ASP and several noted that they were looking forward to the change.

The ASP team prepares for a busy day at YYC.

ASP welcomed approximately 120 employees into the fold and is looking forward to a long-lasting working relationship. Many of our partners and stakeholders commented about the professional-looking uniform and the fresh start.

Welcome to the ASP family!