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Rarely have I received a reaction from readers like I did following a column last month about shortcomings at the Calgary airport’s new international terminal.

There was no missing the high level of frustration from leisure and business flyers alike.

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Why are there no seats at the gates? Where are the people movers? Why can’t we find something to eat or drink near the gates?

There were emails from passengers whose flights were delayed by connection issues and seniors who struggled to get from one end of the terminal to the other. A business flyer who racks up 100,000 kilometres in the air each year said he would try to avoid flying through the terminal following his experience.

The only positive feedback was on the esthetic appeal of the new terminal. For that, YYC does win points, but good looks only get you so far.

None of this is lost on new Calgary Airport Authority CEO Bob Sartor, whose career has been concentrated in the world of retail and customer service.