Improvements enhance passenger experience at Toronto Pearson

Greater Toronto Airports Authority (GTAA) president and CEO, Deborah Flint, has provided an update on Toronto Pearson International Airport’s mid-summer performance.

Since last summer, Toronto Pearson has tangibly improved passenger experience across its operations, implemented digital innovations and bolstered staffing.

These advancements, she says, have expedited check-in and boarding processes, reduced wait times and upgraded baggage infrastructure.

As a testament to these improvements, Toronto Pearson was recently informed that it has secured the top position in ACI’s Large Airport Category for Q2.

“I am proud of the exceptional teamwork demonstrated by the Toronto Pearson team leading up to the summer season, which has collectively strengthened the overall resilience of our ecosystem,” said Flint.

“Our ranking as No. 1 in ASQ Customer Quality in Q2 across North America reflects the strong foundation of Toronto Pearson, even as the industry globally continues to face challenges from the pandemic.

“The tangible improvements in Toronto Pearson’s performance go beyond mere recovery but lead us toward a future airport with more choices and excellent customer experiences.

“Day in and day out, employees across the ecosystem show Toronto Pearson’s unwavering commitment to delivering a seamless and enjoyable air travel experience.”

She noted that the past year has seen significant improvements at Toronto Pearson attributable to the GTAA’s commitment to enhancing passenger experience.

The effective rollout of the YYZ Express programme and the successful collaboration with United States Customs and Border Protection and Canada Border Services Agency, facilitated by the introduction of tools like Mobile Passport Control and Advance Declaration, have expedited departure and arrival experiences.

By prioritising digital and technological innovations, making strategic staffing enhancements and fostering improved collaboration with government agencies, the GTAA believes that it has significantly elevated Toronto Pearson’s performance metrics and its perception.

A recent survey by Pollara found that 75% of travellers who have passed through Toronto Pearson Airport over the past year are satisfied with their experience.

These positive feelings are partly driven by increased usage of new digital tools at the airport, including a live wait times dashboard, interactive digital maps, and YYZ Express.

The GTAA collaborates with airline and agency partners as intermittent delays and cancellations occur due to weather, supply-chain issues and labour shortages.

While the airport does not control every facet of the passenger experience, it remains committed to working with all relevant parties to enhance air travel in Canada.