Since 2009, Québec City Jean Lesage International Airport (YQB) has relied on Equans Services for the operation and maintenance of its baggage handling, passenger check‑in, and boarding systems. This long‑standing partnership is built on reliability, operational efficiency, and total cost of ownership optimization, while directly contributing to the passenger experience.
A Critical System Supported by Strong Technical Expertise
YQB’s baggage handling system is a complex infrastructure managed by Equans Services, including check‑in counters, sortation chutes, X‑ray machines, baggage reclaim carousels, and more.
This mission‑critical system requires continuous monitoring, rigorous maintenance, and ongoing optimization.
24/7 Continuous Operations
Equans Services is responsible for all system‑related operations, including:
- 24/7 control room operations, including SCADA system monitoring
- Management of chute allocation
- Manual encoding stations
- Runner services for both standard and oversized baggage
These services ensure efficient and secure baggage handling throughout the passenger journey.
High Performance Levels
YQB’s performance objectives are supported by specific service level agreements commitments across several key indicators:
- Time in system
- Sortation rate
- Baggage tracking
- System availability
- Response time
- Blockage resolution time
Equans consistent performance across these indicators demonstrates a strong commitment to operational excellence and system reliability.
Enhancing the Passenger Experience Through Operational Efficiency
Baggage handling is a critical component of the passenger journey. Equans Services’ approach strengthens YQB by:
- Optimizing flows to reduce congestion
- Improving baggage traceability
- Reducing operational disruptions
- Ensuring stable performance during peak periods
The result is a smooth, predictable, and resilient system.
Optimizing Total Cost of Ownership (TCO)
Through a proactive approach and the use of operational data, Equans Services supports YQB in optimizing:
- Corrective maintenance costs
- Asset lifecycle performance
- Investment planning
- Long-term operational stability
This strategy maximizes asset value while sustaining overall system performance.
A Partnership Built on Trust and Performance
After more than seventeen years of collaboration, Equans Services and YQB continue to build a strong partnership focused on performance, reliability, and the passenger experience.
Frequently Asked Questions
Equans Services operates and maintains the complete Baggage Handling System (BHS) at Quebec City Jean-Lesage International Airport (YQB).
Our scope covers the full journey of every bag:
- 24/7 control room operations with real-time SCADA management;
- sort allocation and manual coding station management;
- runner services for standard and oversized baggage;
- and preventive and corrective maintenance of check-in counters, sort chutes, X-ray machines, and baggage carousels.
BHS requires specialized O&M because it operates 24/7/365 with zero tolerance for downtime, is governed by strict Transport Canada aviation security regulations, and its deep integration between mechanical, electrical, and digital components demands multi-technical expertise that generalist FM providers cannot replicate.
Equans Services monitors a rigorous set of Baggage Handling System (BHS) performance indicators against contractual SLAs: processing time (time-in-system from check-in to sort destination), sort rate, baggage tracking accuracy, system availability, response time to anomalies, and jam resolution time. This dashboard gives airport operators full operational visibility.
On TCO, our proactive lifecycle approach minimizes corrective maintenance costs by catching wear before failure; optimizes asset lifecycle performance through degradation tracking; supports capital investment planning with operational data; and ensures long-term operational stability that reduces the hidden costs of disruptions and flight delays. Over a sustained partnership like YQB, this delivers compounding savings.
Equans Services deploys a layered digital toolkit:
- SCADA systems for real-time monitoring and control;
- Air'NG, our proprietary cloud-based platform that processes operational data and publishes it as dashboards and reports for management teams;
- Digital Twin simulations that model BHS behavior to test scenarios without impacting live operations;
- and LiDAR monitoring for real-time 3D visualization of baggage and passenger flows.
These tools are deployed across our airport portfolio in North America, enabling cross-site benchmarking and knowledge transfer between mandates.
Long-term O&M partnerships deliver compounding advantages that transactional contracts cannot replicate. After years on-site, Equans Services technicians develop deep institutional knowledge of the specific equipment, its failure history, seasonal demand patterns, and the operational context of the airport, enabling faster diagnosis, more accurate preventive maintenance scheduling, and better anticipation of capital investment needs.
At YQB, this partnership has been built over, making the Equans Services team an integral part of the airport's operational backbone.
Baggage handling is one of the most passenger-visible components of the airport journey. Delays, misrouted bags, or carousel congestion directly affect satisfaction scores and airline relationships.
Equans Services improves the passenger experience by: optimizing baggage flows to reduce congestion; improving tracking accuracy to minimize lost or delayed bags; reducing operational disruptions to keep flights on schedule; and maintaining consistent performance during peak travel periods when system stress is highest. A well-run BHS is invisible to passengers, which is precisely the goal.
Yes. Environmental performance is a core pillar of Equans Services' airport offer. Alongside BHS and O&M mandates, we provide: energy audits and consumption monitoring; decarbonization roadmap development aligned with airport sustainability targets; equipment electrification and transition to low-carbon technologies; renewable energy lifecycle projects; and building automation upgrades that reduce energy waste. This offering is provided via our offer: Carbon Shift.
Managing multiple specialist contractors in an airport environment creates coordination risk, accountability gaps, and operational overhead. Equans Services offers a single point of contact for BHS operation and maintenance, HVAC and mechanical systems, electrical infrastructure, digital systems (SCADA, Digital Twin, Air'NG, LiDAR), security, and sustainability services. Across our North American airport portfolio, this integrated model means airport operators benefit from a partner that understands the full operational picture of their site, not just one system in isolation.
The Result? Faster issue resolution, lower total cost of ownership (TCO), clear accountability, and continuous performance improvement driven by cross-system and cross-site insight.
