When it comes to airports, better is in the eye of the traveller. Easy connections. Minimal wait times. Friendly service. Speedy baggage delivery. Helpful signage. Free WiFi. Great dining options. Plenty of seating. Toronto Pearson passengers tell us what matters most to them. And they rank us first in North America among comparably sized airports for all-round quality.
#1 for quality in North America That’s the ranking Toronto Pearson has earned, among airports serving more than 40 million passengers annually, in the 2017 Airport Service Quality (ASQ) passenger satisfaction survey.
Passengers’ Verdict Is In
Every year, Airports Council International conducts a worldwide passenger satisfaction survey as part of the Airport Service Quality (ASQ) program. The benchmark study measures 10 key quality indicators, from retail and dining amenities to the availability of basic services such as baggage carts. In 2017, Toronto Pearson received its highest score yet – 4.31, up from 4.25 in the previous year. That places us ahead of all other airports in North America serving more than 40 million passengers annually. We’re also ranked higher than comparable hubs across the Americas, Europe, Africa and the Middle East, with only a few industry-leading airports in Asia receiving higher overall ratings.
Our record score reflects gains in nine of 10 quality categories, which attests to the continued success of our customer service initiatives across the board. What’s more, the ASQ program’s approach aligns with our belief that the best judges of service quality are the people who experience its impact firsthand. This annual survey is just one part of an ongoing conversation with Toronto Pearson passengers, who last year communicated their comments, advice and concerns to us through 144,000+ phone calls, 30,000+ emails, 62,000+ Tweets and 300,000+ interactions with customer information kiosks. From suggestions on signage and device charging stations to ideas on how we can improve various airport features or services, we welcome passenger feedback, take it to heart – and act on it.
Learn more about how we keep people, bags and flights moving
Smarter security screening. Reimagined baggage systems. Innovative retail and dining options. Our top-quality airport experience is built on collaboration, sustainable choices and human-centred design.