Exemplary Service Delivery in a High-Security, High-Stakes Environment
Christchurch Airport is New Zealand’s second largest airport, with regular services to 15 domestic destinations and more than 140 international arrivals and departures each week. In the 2024 financial year, 6.25 million passengers passed through the airport, each with high expectations for a seamless travel experience. Meeting those expectations requires a strong network of committed partners, and Citycare Property plays a critical role in supporting the airport’s day-to-day operations.
As contract manager for facilities management across the Christchurch International Airport Limited (CIAL) campus, Citycare Property delivers both reactive and planned maintenance of essential infrastructure that supports the smooth running of airport functions.
To meet the airport’s operational demands, Citycare Property maintains two delivery teams: an in-house workforce of 30 kaimahi based permanently on-site and available 24/7, and a trusted group of subcontractors responsible for key compliance functions such as fire systems and emergency exits. The team’s constant presence ensures that maintenance, compliance, and repair activities are undertaken promptly and in full alignment with airport protocols.
Security-Cleared and Airport-Ready
Delivering services at an international airport comes with heightened complexity due to the stringent security requirements and clearance levels necessary for personnel. Many of our team members, particularly those working on the airfield, are required to hold a specialised Category 3 Licence. This certification permits access to restricted areas and authorises direct communication with the air traffic control tower—essential for safely coordinating works in high-security zones. Others hold a Category 2 Licence, allowing access to apron areas on the airfield.
“It’s extremely important that our team are skilled and experienced in working on the airfield and runways,” says Richard Boxall, Operations Manager. “They must also be competent in managing other contractors who may be required to work in these areas. Achieving a Category 3 Licence involves both theory and practical examinations and requires four to six months of study. These qualifications ensure that we can respond quickly and safely, with authorised personnel always available on-site.”
Specialist Capabilities in a Complex Environment
The technical requirements of the airport demand more than just basic trades knowledge. Citycare Property’s team of electricians, plumbers, mechanical engineers, builders, and painters possess highly specialised skills—particularly in areas such as airbridge maintenance. Airbridges involve complex mechanical systems and safety protocols, and staff working on them undergo a minimum of four months of targeted training to ensure full competency. The full training and supervision process, including security preparation, can take up to six months to complete.
This deep capability is a key strength of our dedicated team, who not only hold security clearances but also have an in-depth understanding of the unique systems and infrastructure that make up the CIAL campus. Their familiarity with terminal layouts, flight schedules, and operational rhythms enables them to carry out works with minimal disruption to passengers and staff.
“Our team are embedded in airport operations,” says Richard. “They understand the need for maintenance to work around international flight schedules. You can’t just walk through the terminal without regard for the rules—it takes time, effort, and commitment to operate effectively in this environment.”
Rapid Response in a Global Crisis
The value of a capable, security-cleared, and experienced team was clearly demonstrated in July 2024, during a global IT crisis triggered by a faulty software update from cybersecurity company CrowdStrike. The defective update affected millions of systems worldwide, crashing approximately 8.5 million devices and causing what has since been described as the largest outage in IT history—with an estimated financial impact of over USD $10 billion.
At Christchurch International Airport, the outage took down the Flight Information Display (FID) systems during a busy Friday evening, creating significant disruption for both passengers and operations. Citycare Property was immediately called in as part of the Emergency Response (ER) team. Our on-call tradespeople across key disciplines joined the ER effort and worked alongside CIAL to address the impacts as swiftly as possible.
One of the final and most complex tasks was the full recovery of the FID system. Working with the CIAL electrical and IT teams, our team manually removed, rebooted, reprogrammed, and reinstalled the control boxes from each of the 206 display units located throughout the terminal. The work required the use of scissor lifts to access ceiling-mounted units, all while both the Domestic and International Terminals remained fully operational. It was a coordinated, high-pressure effort that demonstrated our team’s professionalism, capability, and composure under pressure.
End-to-End Compliance and Assurance
Citycare Property is also responsible for managing compliance across more than 139 CIAL campus buildings, including the main terminal. Our subcontractor network—closely managed by our in-house team—ensures all compliance tasks are completed to the highest standards, with a particular focus on the Building Warrant of Fitness (BWoF) programme. A BWoF is an annual legal requirement, confirming that a building’s specified systems have been maintained and inspected as required. It is a cornerstone of safety assurance and a prerequisite for insurance.
The scale of this compliance work across the extensive airport campus reflects the depth and coordination of Citycare Property’s delivery model. By combining on-site expertise with robust subcontractor management, we ensure critical infrastructure remains safe, compliant, and ready to support CIAL’s high standards of service.