The Greater Toronto Airports Authority has just announced that Toronto Pearson Airport won the top spot for Customer Experience, as recognized by the Airport Service Quality Awards by Airports Council International. Canada's largest airport - which welcomes 144,000 passengers on average per day during its peak season of March Break - has been named Best Large Airport in North America for serving over 40 million passengers every year. This is the second time in a row that Pearson has been recognized with the award.
Airports Council International's Airport Service Quality program is the only one of its kind. It's the world's only global benchmarking assessment that evaluated passenger satisfaction while they are physically at the airport on the day of their flight.
Howard Eng, President and CEO of the Greater Toronto Airports Authority, has told a news release, "We're extremely grateful to our passengers, who took time out from their travels to give their feedback and for choosing Toronto Pearson as the best large airport in North America again this year."
He also remarked, "This achievement is possible thanks to the collaboration and innovation of the 50,000 airport colleagues and partners who made a commitment to creating a better airport experience for our passengers and who continue to work every day to bring that vision to life."
Twice is nice! Results are in and we’re back-to-back @ACI_ASQ customer experience award winners! Thanks to our passengers for voting us Best Large Airport in North America and to the employees & partners who made this possible #ASQAwards #PaxEx ✈️ 🏆 https://t.co/49VqATNIqU pic.twitter.com/qSLcpsQcvx— Toronto Pearson (@TorontoPearson) March 6, 2019
According to a public statement by the Greater Toronto Airports Authority, the award highlights Toronto Pearson's promise to enrich passenger experience. The airport is in the process of implementing numerous service improvements to ensure all passengers enjoy their time at Toronto's airport. In a direct statement from the news release, these include:
- Improvements to airport ambience, including courteous and helpful staff and the opening of 27 new retail, food and beverage locations;
- Moving passengers faster from curb to gate through new, faster CATSA Plus security screening lanes, the introduction of 400 new digital screens and enhanced ground transportation options;
- Creating a comfortable, clean environment through the revitalization of all 80 washrooms in Terminal 3; improving the cleanliness of terminals; and the introduction of therapy dogs, state-of-the-art Mamava® nursing pods, and Changing Places assisted changerooms; and,
- Enhanced entertainment, including the free series of YYZ Live in-terminal musical performances and a 10x speed and capacity upgrade to Toronto Pearson's free WiFi.
ICYMI: Welcome to the team! We are partnering with the St. John Ambulance Therapy Dog Program @toronto_T_Dogs to bring the friendly faces of 15 therapy dog teams to YYZ. #therapydogs #dogswithjobs pic.twitter.com/XTwBtdZLbs— Toronto Pearson (@TorontoPearson) February 25, 2019
Toronto Pearson Airport & St. John Ambulance Therapy Dog Program are partnering to bring the friendly faces of 15 therapy dog teams to YYZ. They're great for anxious fliers & kids, especially. @TorontoPearson @stjohnambulance #dogs #travel @SeeTorontoNow #Toronto #LoveYourPetDay pic.twitter.com/JSJRgrFh1R— Jim Byers (@JimByersTravel) February 20, 2019
Toronto Pearson also won another award—the Most Improved Airport in North America—for its outstanding year-over-year improvements, the best compared to any other North American airport that participated in the program.
"We're doubly pleased to be recognized as the most improved airport in this category, with improvements in nearly 90 percent of the customer experience indicators measured," remarked Mr. Eng in the press release. "This demonstrates how our passengers can count on Pearson to deliver a great travel experience and get them to their destinations smoothly, reliably and comfortably."