We are committed to continually reviewing and enhancing the way we serve our passengers and our community.
From January 5 – 9, 2014, Toronto Pearson was impacted by severe weather conditions that disrupted our operations. The Greater Toronto Airports Authority (GTAA) undertook a 90-day Review to look at how Toronto Pearson functions during irregular operations and what happened during that weather event specifically.
During the review process, travellers, the general public and airport employees submitted feedback about their experiences and observations during the weather event – input that helped us understand the impacts from all points of view and guided our recommended actions for improvement.
In April, the review was complete and the January 2014 Operations Disruption: Review and Recommendations report was released. This report explains a comprehensive view of what happened and outlines 12 Recommendations for improvement.
Along with our airport partners – air carriers, NAV Canada, CBSA, service providers, and more – we committed to being more prepared this winter season by implementing those recommendations, which fall in to two categories, operations and customer service, by November 2014.
The GTAA issued a news release highlighting the 12 Recommendations with respect to operations, customer service, and communications on November 27, 2014.
The Review findings were developed following input and information collected from a number of sources, including customer focus groups, stakeholder interviews, management’s analysis of the disruption, an independent communications review, and Airports Council International expert panel review, and a detailed document review and analysis conducted by Deloitte.
An ad hoc Committee of the GTAA Board of Directors engaged a Blue Ribbon Panel to independently review and evaluate submissions received by the Committee and to ensure that recommendations put forward by the Committee were sufficient to address the issues identified. Read the Executive Summary.
The GTAA Board unanimously accepted each of the committee’s twelve recommendations and the associated action as set out above.
Toronto Pearson’s goal is to provide all visitors with the world-class travel experience they expect and deserve. This review and its actions will help enhance passenger well-being and will improve communications with our passengers.--Vijay Kanwar, Chair of the Board of Directors, GTAA
Unifor puts health and safety for all airport workers and travelling customers first. We are pleased to see that a review has taken place and moving forward this review will benefit all aspects and sectors of the airport and Local 2002 members.--Ata Ugursoy, District Chair 333, Local 2002 Unifor
Toronto Pearson is Air Canada’s largest hub and key to the airline’s future growth and success. We look forward to working collaboratively with the GTAA and all of Toronto Pearson’s service providers to implement the actions identified in this report.”--Nick Careen, Vice President Airports, Call Centres and Customer Relations, Air Canada
WestJet welcomes the GTAA’s report. Working with the GTAA and Toronto Pearson’s stakeholders to implement these action items will help to improve the airport’s operations, communications and customer service during unusual weather. --Fred Cleveland, Executive Vice President, Operations, WestJet