Program Mission & Objectives

Mission: As active members of the community, we want to give everyone the opportunity to be part of a welcoming group, socialize, and actively contribute to the passenger experience by helping and guiding travelers during their time at the terminal.According to Statistics Canada, more than 35% of people aged 55 and over experience loneliness. We believe this program can not only enrich the traveler experience, but also create a rewarding and inclusive environment where many community members can build connections, get involved, and regain a sense of belonging.

Objectives:
  • Deliver a consistent, warm welcome to all airport guests
  • Provide accurate and timely information on airport services and transportation options
  • Promote YHU’s image as a safe, efficient, and welcoming regional gateway
  • Build community engagement and pride through volunteerism.

Volunteer Roles & Responsibilities

Volunteers are assigned to the check-in counter and arrivals areas to welcome, guide, and assist passengers throughout their time at the terminal, helping create a warm, human, and friendly experience.

Typical duties include:
  • Greeting passengers and offering assistance proactively.
  • Providing information about airport facilities, retail, and amenities.
  • Guiding passengers to ground transportation and regional connections.
  • Assisting with wayfinding and flight information inquiries.
  • Promoting Montreal-area attractions and services to visitors.
  • Providing support to terminal stakeholders and partners.
Volunteer Profile
Ideal candidates are personable, dependable, and community-minded individuals
who share a passion for helping others and representing YHU Terminal.
Preferred qualifications include the following:
Qualifications
  • Minimum 19 years of age
  • Previous experience in customer service or tourism
  • Friendly, approachable, and adaptable demeanor
  • Excellent listening and communications skills
  • Fluency in French and English (additional languages
    an asset).
  • Basic computer literacy (email, internet navigation)
  • Ability to obtain and maintain an Airport Security Pass
  • Commitment to at least one four-hour shift (or two
    two-hour shifts) per week for a minimum of one year.
Training & Orientation
YHU Terminal provides comprehensive onboarding to ensure volunteers are confident
and prepared. Training components will include:
Training Component
  • Airport orientation and customer service excellence.
  • Security and safety procedures.
  • Accessibility awareness and working with persons
    with disabilities.
  • Communication skills and conflict resolution.
  • Wayfinding, terminal layout, and transportation services.
  • Mentorship from experienced volunteers.

Volunteers will receive a uniform, name badge, and ongoing
support from YHU’s Volunteer Program Coordinator.

Volunteer Commitment
& Scheduling

Experience Ambassador YHU is part of a growing network of Canadian airport volunteer programs that showcase the human side of aviation. Through their kindness, professionalism, and commitment, volunteers strengthen community ties, improve passenger satisfaction, and promote YHU as a welcoming regional hub for Greater Montreal. Annual recognition initiatives include:

  • Volunteer Appreciation Luncheon
  • Years of Service Awards
  • Spotlight Ambassador Program recognizing exceptional contributions

Benefits & Volunteering

While the role is unpaid, volunteers receive meaningful
recognition and a range of perks, including:
Complimentary parking during shifts
Access to light refreshments (drinks and snacks)
Invitations to volunteer appreciation and recognition events
Training and mentorship opportunities
A YHU uniform and ID badge
The satisfaction of contributing to a safe, welcoming and vibrant airport community
Where did the idea for a volunteer ambassador program come from?
The program is inspired by similar initiatives that have been running for years around the world. You'll find this type of program in airports across Canada, the United States, Europe, and Asia. Comparable programs also exist at major international events like the Olympic Games, as well as in tourism, museums, and visitor services.
Who is this program for?
The program is open to people who want to get involved in a customer service and people-focused environment. It may be especially appealing to retirees, semi-retirees, or community members who have time to give and enjoy social interaction and meeting travellers. It can also attract students looking to gain relevant experience for their résumé, as well as aviation and airport enthusiasts.
Does this volunteer role replace a permanent job?
No. The volunteer community ambassador role does not replace a paid permanent position. It is not meant to fill essential operational needs or take over the work of existing staff. It is a complementary role, focused on welcoming visitors, providing general directions, and fostering a human connection with both colleagues and travellers.
Why involve volunteers?
The program has a community purpose. It is aimed at residents who want to contribute, within a structured setting, to a positive visitor experience. Many people — retirees in particular — are looking for ways to stay active, meet people, and maintain social ties. This program gives them that opportunity. A federal study found that 35% of older adults in Canada experience some degree of loneliness, and recommends accessible social activities that strengthen a sense of community belonging. That is one of the reasons programs like this exist.
What do volunteer ambassadors actually do?
Volunteer ambassadors may greet visitors, answer general questions, point people in the right direction, and provide a welcoming and reassuring presence. Their role is to help create a warmer, more human environment. They are not responsible for specialized, technical, administrative, or operational tasks — those remain with paid staff.
Will volunteers receive training and support?
Yes. Volunteer ambassadors receive an orientation and ongoing support to help them understand their role, its boundaries, and the resources they can direct visitors to. The goal is to create a positive experience for both the volunteers and the public, without placing on them responsibilities that should belong to paid employees.

Safety & Security

Volunteers with Experience Ambassador YHU operate in both public and secure areas of the terminal and must adhere to all YHU Terminal safety, security, and emergency procedures.

As part of the onboarding process, all selected candidates are required to obtain an Airport Security Pass before beginning their duties. In addition, each volunteer will participate in a safety and security response training and orientation to ensure they are prepared to respond appropriately in any situation and maintain a safe environment for passengers, staff, and fellow volunteers.

Program Recognition & Community Impact

Experience Ambassador YHU is part of a growing network of Canadian airport volunteer programs that showcase the human side of aviation. Through their kindness, professionalism, and commitment, volunteers strengthen community ties, improve passenger satisfaction, and promote YHU as a welcoming regional hub for Greater Montreal.

Annual recognition initiatives include:

Volunteer Appreciation Luncheon
Years of Service Awards
Spotlight Ambassador Program recognizing exceptional contributions

How to apply

Interested applicants can submit their Volunteer Application Form via the following link:

Apply Now

Following submission, applicants will be contacted to schedule an interview and discuss placement opportunities.

For more information, please contact us at info@yhuterminal.com

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