From meet-and-greet assistance to emergency support and beyond
Since 1997—28 years and counting—CCIS has been helping newcomers arriving at Calgary International Airport (YYC) feel an immediate sense of connection to their new home, ensuring they are supported and welcomed from the moment they land in Canada. Through our comprehensive Port of Entry (POE) Service/Airport Reception Program, we provide airport meet-and-greet assistance and emergency newcomer support at YYC.
This program is one of only three POE services in Canada outside Quebec and serves as a vital part of CCIS’s mission to support immigrants and refugees in their transition to life in Canada. This program caters to the needs of various groups of newcomers such as Government Assisted Refugees (GARs) bound to Calgary and the Prairie Region, Privately Sponsored Refugees (PSRs), CUAET visa holders, independents, family class, skilled workers, and Temporary Foreign Workers (TFWs).
Upon arrival, these newcomers are greeted by our POE staff who provide support with the immigration process, baggage collection and offering winter clothing to Government Assisted Refugees (GARs) during colder months. The program also ensures Privately Sponsored Refugees (PSRs) are connected with their sponsors waiting outside the secure area and helps address any immediate concerns or issues.
A standout feature of the Port of Entry Service is its on-site interpretation services, which help overcome language barriers that newcomers may face upon arrival. POE staff work closely with airport and government partners to ensure clear communication and smooth processing. Additionally, they address emergency health concerns that may arise during the arrival process and coordinate with relevant teams for assistance.
For those who experience lost luggage, Airport Reception staff assist with claims and provide necessary support. Newcomers are also provided ground transportation to their sponsors or temporary accommodations arranged by the CCIS Resettlement Assistance Program (RAP) team. For individuals transiting through Calgary to other destinations in the Prairie and Northern Territories (PNT), the program offers food and guidance to help them navigate their onward journey, especially during delays or extended waiting times.
Challenges Faced by POE Staff
Working at the airport presents unique challenges for the POE team. Managing time is often one of the biggest hurdles. Sarwar Arkan, a POE counsellor with over a decade of experience, shares: “Sometimes clients have connecting flights just a few hours after arrival. We have to manage their winter clothing, food, and everything else. If they miss their flight, we rebook them for the next one, and sometimes we have to arrange overnight stays.”
Tarek Daoud, Team Lead of POE, highlights another challenge: “The biggest challenge for us is that every case is an urgent matter at the airport.” Despite these challenges, the team remains committed to making newcomers feel welcomed and supported. Tarek adds: “We are the first people our clients meet when they arrive. It’s important they feel welcomed, supported, and know they are not alone here. We want them to feel safe from the moment they arrive.”
A Holistic Approach to Supporting Newcomers
The CCIS Port of Entry Service exemplifies our organization’s commitment to providing holistic support for immigrants and refugees. By addressing immediate needs upon arrival and facilitating a smooth transition, this program helps newcomers feel welcomed and supported from their first moments in Canada. It not only alleviates the initial stress of arrival but also lays a strong foundation for successful integration into Canadian society, reflecting CCIS’s mission to empower immigrants and refugees to thrive in their new home.
Contact Us:
Find us at YYC: Arrivals Level – Door 17
Email: [email protected]
Phone: 403.614.3122 | 403.262.8132 Website: https://ccisab.ca/poe-airport-reception-program/
