FAQ & Help

Travelling today? Looking for info about Toronto Pearson? Please check our FAQs.


Below you will find answers to common questions travellers, their friends and family may have about Toronto Pearson.

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1. What number can I call for Terminal 1 and Terminal 3 information?
Terminal 1 and Terminal 3: 416-AIRPORT (416-247-7678) or 1-866-207-1690
2. Does Toronto Pearson provide lockers, storage areas, baggage strapping and fax services?
Unfortunately, due to security concerns, there are no lockers available at the airport. Storage facilities are however available at the Travel Store located on the Departures Level of Terminal 1 and Terminal 3. Luggage strapping is available in Terminal 1 on the Departures Level (near Aisles 15 and 3) and in Terminal 3 on the Departures level near the Samsonite store. The Travel Store also provides fax services. For rates and hours of operation please contact the Travel Store:

Terminal 1: (416) 776-1313
Terminal 3: (905) 612-6677
3. How do I check in?

There are a few ways to check in at Toronto Pearson:

  • With airline staff at a traditional check-in counter
  • Check-in kiosks – located in both terminals (subject to airline availability)
  • Web-based and mobile check-in which is recommended for a streamlined experience (subject to airline availability)

To see which options your airline offers, please contact your airline

4. How many bags may I check-in and carry onto my aircraft? Or whom do I contact?
Carry-on rules vary from airline to airline. For all baggage related information, please contact your airline, or visit their website.
5. What items am I permitted to carry on board or pack in my checked baggage? Which items are not permitted?
Restricted items are subject to change. For a complete list of permitted and non-permitted items please contact the Canadian Air Transport Security Authority (CATSA) at 1-888-294-2202.
6. What are the current carry-on rules and regulations?

The CATSA website offers travel tips with regards to items you are permitted to take in your carry on and checked luggage; see CATSA - Tips for Travel.

We also suggest you familiarize yourself with your airlines checked and carry-on baggage policy before you travel.

7. If I have an item that is not permitted through security screening, what are my options?

There are a few options:

For rates and hours of operation please contact the Travel Store:

Terminal 1: (416) 776-1313
Terminal 3: (905) 612-6677

8. Does Toronto Pearson have Wireless Internet?

Yes! Free Wireless Internet (WiFi) is available in both terminals brought you to by American Express. To connect your device:

  • Turn off Airplane Mode.
  • Enable Wi-Fi on your device.
  • Select “Toronto Pearson Wi-Fi” from the network list.
  • If the American Express landing page doesn’t auto pop, launch your internet browser OR go to portal.boingohotspot.net.
  • Check the box to indicate “I hereby accept all Terms and conditions for the use of Wi-Fi”.
  • Click the green button that appears on the American Express landing page.
  • Enjoy your surfing!

Need help? Please call 1-800-880-4117 or email support@boingo.com.

9. Is there a height restriction for vehicles entering the parking garage? What are the parking rates?
For all airport parking information, please visit our Parking pages.
10. How do I get to/from Toronto Pearson?

There are numerous ways to get to and from Toronto Pearson.

Car Rentals
Driving Directions
Terminal Connection Link Train
Out-of-town Van Services
Pre-Arranged Taxis/Limousines
Public Transportation (including Toronto Transit Commission - TTC)

11. Does Toronto Pearson offer transportation service out of town?
Yes! The Airport Ground Transportation Association offers out-of-town service to many cities. For more information, see Ground Transportation - Out of Town Service.
12. I've lost something. How can I contact Lost and Found?

Any items found in our terminal buildings are turned into the Toronto Pearson’s Lost and Found Office in Terminal 1. To inquire on your lost item please contact them directly by clicking here. You may also speak with a Lost and Found Coordinator directly at the Lost and Found office located on the ground level of Terminal 1 from 9:00 a.m. to 7:00 p.m. daily.

For lost passports, please contact the Canada Border Services Agency's dedicated number at Toronto Pearson: 905-676-5380.

For lost Nexus cards, please contact the Nexus Office directly at 905-676-3477.

If you have lost something on the UP Express, please contact the UP Express Guest Services at www.upexpress.com/CustomerSupport/LostFound.

All lost checked baggage and items lost on board an aircraft are the responsibility of the airline. In these cases, please contact the airline directly.

13. Does the airport offer smoking areas?
Toronto Pearson is a smoke-free facility. Smoking is, however, permitted outside the terminal buildings in designated areas.
14. Are porter services available?

Yes! Porter services are available at the airport. Please see the Porter Services page for more information.

15. Is wheelchair assistance available?

To better serve passengers, wheelchair and mobility assistance service is readily available to you through the airlines operating at Toronto Pearson. To pre-arrange this service, please contact your airline directly.

For more information, please visit www.torontopearson.com/whileyourehere/accessibility.

16. Can I exchange currency at the airport?
Yes! Currency exchange services are available in both terminals, offered by CIBC and International currency exchange (ICE) services. There are locations both pre- and post-security. Hours of operation and services vary; visit the list of terminal stores and services and search for "currency" to find a location.
17. Are baggage carts available inside secure areas?

Baggage carts are available to passengers at no cost. Carts, brought to you in partnership with CIBC, are located in designated corral areas located throughout the airport. The locations can be found before security, inside the baggage claim areas and curbside.

18. Are infant car seats and strollers available?
Infant car seats and strollers are not available. However, you may bring your own and check them as checked baggage. If travelling with a stroller, it can be checked at the aircraft door and picked up again at arrival. Please check with your airline for size restrictions.
19. What can I bring into Canada?

For complete information about what can and cannot be brought into Canada please see Canada Border Services Agency (CBSA) or call Border Information Service.

  Service in English or French
Calls within Canada
Toll Free
1-800-461-9999
Calls outside Canada
Long distance charges apply
1-204-983-3500
1-506-636-5064
TTY within Canada
For those with hearing or speech impairments
1-866-335-3237

 

Questions regarding human health or the importation of animals and/or plants should be directed to the Canadian Food Inspection Agency (CFIA) at 1-800-442-2342.

20. Does Toronto Pearson have a post office?

A post office is not available at Toronto Pearson. However, stamps may be purchased at one of our newsstands and letters can be mailed in mailboxes located in:

  • Terminal 1: Departures Level, across from check-in Aisle 8
  • Terminal 3: Departures Level, beside the main elevators/escalators leading to the Sheraton hotel
     
21. When is Duty Free shopping open? What is available?

Duty Free Shops are open two hours prior to the scheduled departure of the first flight and close approximately 30 minutes prior to the last departure flight. For additional information and product selection highlights, please see Duty Free Shopping page.

In order to purchase Duty Free goods at Toronto Pearson, you must hold a boarding pass for a direct flight to another country. For departures from Terminal 3, purchases will be held for you until boarding time and provided to you at the gate.

22. Can I still shop while waiting for my flight in the terminal?

Yes! Restaurants and shops, including duty-free, remain open in both Terminals 1 and 3 for your relaxation and enjoyment. To learn more about dining and shopping at Toronto Pearson, please visit our Shop and Dine page.

23. How do I get between the Terminals at Toronto Pearson? Is there an inter-terminal shuttle service?

Yes! The Terminal Link offers free transportation between:

  • Terminal 1
  • Terminal 3
  • The Sheraton Hotel
  • The Toronto Pearson Value Park Lot and Value Park Garage (at Viscount Station).
  • ALT Hotel

The Terminal Link runs 24/7/365 and is fully wheelchair accessible. For more information visit the Terminal Link page.

24. Are there car rentals onsite?

Yes! There are numerous car rental companies at both terminals. For more see our Car Rentals page.

25. Where can I find the Cargo Terminal?

Toronto Pearson has two cargo areas: Cargo West Facilities and Cargo Area 5. For more information and the map to our cargo areas please visit our Cargo Services page.

If you are shipping items by air, or are expecting a shipment please contact the airline and/or freight forwarder located at either facility. 

26. Is there a children’s play area at the airport?

Terminal 1 offers children’s play areas, which can be found at Departure Lounge D24 as well as in Lounge 15.

27. Is the airport open 24 hours?
Yes! Toronto Pearson never sleeps. The airport is open to serve you 24/7/365.
28. Are there hotels near the airport?
Yes! Toronto Pearson is surrounded by numerous hotels. For more, please see our Area Hotel Listing or call 416-AIRPORT (416-247-7678) for a list of nearby hotels.
29. Are pets allowed in the terminals?

Sorry, pets are not permitted inside any terminal buildings unless they are:

  • service animals; or
  • animals travelling through Toronto Pearson (these must be kept in a kennel at all times).

For these pets, Toronto Pearson offers Pet Relief Zones. The Pet Zone areas are fully accessible and conveniently located in both Terminal 1 and 3 and are open 24 hours per day. Additionally, these Pet Zone areas are completely fenced and equipped with plush synthetic grass and also include trees, benches, bio-degradable waste pick up bags and receptacles.

Pet Zone Locations

  • Terminal 1 Pet Zone: Departures level on the east side of the building outside Aisle Q on the ground level outside door P.
  • Terminal 3 Pet Zone: Arrivals level at the far end of the building outside door A, adjacent to the Taxi & Limo Compound.

Please note that both of these Pet Zone areas are non–smoking due to the synthetic grass installed in these areas.

30. I’m travelling to a warm destination and I don’t want to bring my heavy coat. Can I check it at Toronto Pearson?
Yes, coat check services are available at Samsonite in Terminal 1 and The Travel Store in Terminal 3.
31. Do you have ATMs or banking machines at the airport?

We do. Banking services are located across the airport, both pre- and post-security. CIBC banking centres can help with everything from opening an account, setting up pre-authorized bill payments and last-minute banking needs like travel medical insurance and making e-transfers.

Banking machines are operated by both CIBC and International Currency Exchange (ICE) services and accept cards in the Plus, Cirrus and Visa networks. There are no additional fees for CIBC or President's Choice Financial customers to use these machines. In addition, banking machines dispense Canadian and foreign currencies.

For locations, please visit our Shop Dine directory.

32. Where can I meet someone who is not travelling?

Depending on your itinerary, you may be required to stay in the secure area while in transit between flights. Check with your airline for details.

If your itinerary allows you to leave the secure area, Toronto Pearson has a selection of restaurants, bars and cafes where you can meet local friends. Visit our Shop and Dine search page and select your terminal and “Before-Security” for a list.

33. I’m on a special diet/have a food intolerance. Can your restaurants accommodate me?

Yes! The many food and beverage operators at Toronto Pearson work hard to accommodate special dietary needs. Please speak to a manager at any of our restaurants to discuss your specific needs, or visit our Shop and Dine search page and search for your dietary restriction.

34. Will restaurants be open for my early morning/late night flight? Do you have 24-hour restaurants?

Toronto Pearson's restaurants and shops open early to meet the needs of our earlier travellers – some are even open around the clock.

Visit our Shop and Dine listing page to find current opening hours for all airport restaurants.

35. I’m not an airline club member, but I’d like to use a lounge before my departure. What facilities do you have?

Toronto Pearson and Plaza Premium are proud to bring you the comfort and convenience of a world-class travel lounge, regardless of airline or ticket type. Plaza Premium Lounges are available in both terminals for departing customers.

Visit the Plaza Premium page for a full list of services and prices.

36. Do you have a flower shop?

Flowers are available to purchase from the newsstands in Terminal 1 and 3 arrivals levels.

37. Are diapers, whole milk and other baby products available after I go through security?

The following products are available:

  • Diapers
  • Changing pads
  • Baby wipes
  • Infant's Tylenol
  • Children’s Advil
  • Ready-to-feed formula

Items are available at:

38. I prefer a certain type of coffee when I travel. Do you have my favourite?

Toronto Pearson offers a variety of coffee options, from decaf to espresso, and Tim Hortons to Starbucks. To see if your favourite coffee is available, visit our Shop and Dine search page and choose the terminal and area you’ll be travelling to.

39. Can food purchased in presecurity shops and restaurants be taken through checkpoints?

Liquids (beverages, yogurts, etc.) are subject to security rules and should be in containers of less than 100ml. Other food items will be subject to x-ray search but are permitted through the security checkpoints.

Fresh, unpackaged fruit purchased outside is not allowed into the U.S. departures area.

40. Do you have manicures/pedicures/massages available and where?

Manicures, pedicures and massages are available at 10 Minute Manicure’s two locations: Terminal 1, Domestic departures and Terminal 1, USA departures.

41. Is there anywhere I can take a shower?

Yes! Showers are available in the following areas:

42. Can I exercise in the airport?

Canada's first in-airport fitness facility is open in Toronto Pearson's Terminal 1 (presecurity area F). Visit GoodLife Fitness for a full list of services and pricing.

43. Do you sell long distance phone cards or prepackaged cellular airtime/data?

Cellphones and cellular SIM cards are available at newsstands in the USA departures areas, both in Terminal 1 and 3.

Long distance phone cards are currently available for purchase at 7-Eleven in both Terminal 1 and the Value Park Garage.

44. I’m not hungry, but I’d like to use one of your gate areas with enhanced seating and iPads. Is this allowed?

Gate lounge areas are available to all passengers. Toronto Pearson and our restaurant partners welcome you to take a seat and surf the internet while waiting for your flight.

45. Are payphones available at the airport?

Yes, there are several Bell pay phones located in both Terminal 1 and Terminal 3. They can be found in secure and non-secure areas. Cash, credit cards and calling cards are all accepted as forms of payment.

46. As a visitor to Canada, am I able to claim a tax refund?

 The Visitor Rebate Program (VRP) was cancelled effective April 1, 2007. You may qualify for a refund of some of the HST you have paid while visiting Ontario. Visit the Canada Revenue Agency website for details. 

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