Passengers
Passengers
We served 49.5 million passengers in 2018, a five per cent increase over 2017.
How We Engage
- Passenger surveys
- Airport Service Quality (ASQ) passenger satisfaction survey
- Customer and passenger feedback kiosks
- Web portal for passengers, visitors and the community (torontopearson.com)
- Social media channels (e.g., Twitter, Facebook, LinkedIn, Instagram)
2018 Highlights and Key Topics
- Won an ASQ Award and the title of Best Large Airport in North America for our 2017 performance. The ASQ survey assesses passengers’ satisfaction on the day of travel in areas such as check-in, security, food and beverage, and more.
GTAA Employees
GTAA Employees
GTAA directly employed 1,798 people as of December 31, 2018. Our employees work in management, technical, administrative and other operational roles, or are seasonal employees hired for deicing and airfield maintenance.
How We Engage
- Annual employee feedback survey
- Diversity census and conversations
- Coffee with Howard sessions for employees to engage with our CEO
- All-employee town hall meetings
- People Leaders Forum
- Anonymous complaints and whistle-blowing
- Updates on corporate intranet
- Yammer social networking platform
- Evening of Excellence employee recognition event
2018 Highlights and Key Topics
- Achieved a 74 per cent employee engagement score, up from 69 per cent in 2017.
- 76% of employees completed a voluntary Diversity Meter census that gave us a better understanding of our workforce demographics and will inform future diversity and inclusion activities. In lead-up to the census, small group meetings were held to explain the purpose and importance of the census so as to encourage participation.
- Facilitated That’s How We Fly conversations across the organization about showing respect in our workplace. The emphasis was on encouraging employees to call out inappropriate behaviour, speak up on behalf of themselves or their colleagues, and help create a great workplace.
- Introduced the People Manager Promise (PMP), an accountability statement outlining what the GTAA expects of all people managers in terms of how they support their team members. Managers held meetings with their employees to discuss the PMP and what it meant for them.
Airport Employees
Airport Employees
Nearly 50,000 people are directly employed at Toronto Pearson. The GTAA and other airport employers share a commitment to provide high-quality customer service and to operate in ways that make safety a top priority while considering the needs of passengers and peers.
How We Engage
- I am Toronto Pearson movement and workshops
- Toronto Pearson Safety Program events and activities
- Annual safety climate survey
- Employee updates on the Toronto Pearson website
- Electronic and printed newsletters
- Digital screens
- Cross-functional airport working groups
- Airport employee tours (airside and terminal)
2018 Highlights and Key Topics
- 8,386 Toronto Pearson employees engaged in the I am Toronto Pearson movement, bringing total membership to 18,439 since the initiative’s inception in 2016.
- People of Pearson showcased employees on social media.
- Nearly 3,000 employees participated in the annual safety climate survey.
- Strong employee participation in Canadian Airports Safety Week events (September 17–21).
Airport Service Providers
Airport Service Providers
Airport service providers include ground transportation service, airlines, aviation services and tenant enterprises. We work together to manage customer-service needs and issues, and day-to-day operational requirements.
How We Engage
- Airline Consultative Committee
- Airline Consultative Committee – Technical Subcommittee
- Commercial Affairs Subcommittee
- Passenger Operations Subcommittee
- Airside Operations Subcommittee
- Irregular Operations Subcommittee
- Safety summits
- Toronto Airport Workers Council
2018 Highlights and Key Topics
- Launched the Toronto Pearson Leadership Safety Forum to discuss safety trends, share best practices, and maintain our collective focus on safety.
- In collaboration with Toronto Airport Workers Council, continued benchmark research on practices related to work arrangements and identified opportunities for improvement in contract renewals and procurement, which were implemented in 2018. Future collaborative work will focus on completing a comprehensive demographic profile of the airport workforce, and on employment planning and investment.
Regional Communities
Regional Communities
Toronto Pearson is surrounded by three of Canada’s largest municipalities: Brampton, Mississauga and Toronto. Each of these municipalities is made up of unique and distinct neighbourhoods.
How We Engage
- General community engagement line and email
- Noise complaints line at WebTrak
- Topic-specific phone surveys
- Public opinion and key influencer research
- Community Environment and Noise Advisory Committee (CENAC) (replaced by Toronto Pearson Noise Management Forums as of January 1, 2019)
- Community Relations section of the Toronto Pearson website
- Checking In monthly email newsletter
- Welcome Team volunteer program
- Events, town halls and meetings (in the community and at Toronto Pearson)
- Community events
- Community tours
- Educational talks
- Corporate giving – Propeller Project
- Partners in Project Green (PPG)
- Social media channels
2018 Highlights and Key Topics
- Conducted an online public attitudes survey of 2,370 Greater Toronto Area residents and six in-person focus groups with involved Canadians. Among the key takeaways: GTA residents are familiar with and continue to hold favourable impressions of Toronto Pearson with little evidence of erosion of opinion; Toronto Pearson’s important economic contribution is well understood and deeply entrenched; aircraft noise is less of an irritation than most other sources tested, such as construction, road traffic, industrial activity, neighbours and small machinery; initial reaction to the proposal of a transit hub at Toronto Pearson is positive but upon reflection, most are not sure they would use it personally or believe there would be a significant reduction in traffic and congestion around the airport.
- Completed an extensive public consultation with NAV Canada on Six Ideas for noise mitigation based on a two-year technical study. Communications and outreach efforts included 2.9 million reached through advertisements, 250,000 social media impressions, 160,000 households called, 8,700 website visits, and 430 attendees to 19 public meetings, all of which resulted in more than 900 survey responses. The Public Engagement Report was published in July 2018.
- Coordinated a communications and consultation campaign prior to testing Idea 5 of the Six Ideas – Summer Weekend Runway Alternation Program – which included 747,000 reached through advertisements, more than 163,000 residents reached by phone, 123,000 media impressions, and briefing and communications with 101 elected officials across the region, all of which resulted in more than 6,800 website visits and over 8,300 survey responses.
- As a result of stakeholder consultation and research, CENAC was replaced with the new Toronto Pearson Noise Management Forums as of January 1, 2019.
- Launched #UnionStationWest campaign to build community support for a regional transit centre at Toronto Pearson.
- Initiated new formats for community consultation, including digital tools for town halls that enable residents to participate and submit questions online.
- Toronto Pearson Street Team met with more than 5,000 neighbours at 60 community events, where they answered questions and shared airport trivia.
- Nearly 2,400 community neighbours participated in airside tours for a behind-the-scenes look at Toronto Pearson.
- Through the Toronto Pearson Volunteer Program, community volunteers helped more than four million passengers, collectively volunteering nearly 240,000 hours.
- Partnered with 24 local, non-profit organizations through the Propeller Project, providing $1.02 million in financial support.
- Celebrated the 10th anniversary of Partners in Project Green, an organization co-founded by GTAA, which brings together local businesses, government bodies, institutions and utilities to build the largest eco-business zone in the world.
- Social media followers in 2018:
- Twitter: 56,871
- Facebook: 183,701
- LinkedIn: 19,211
- Instagram: 25,405
Facilitation Agencies
Facilitation Agencies
GTAA works closely with the Canadian Airport Transport Security Authority (CATSA), Canada Border Services Agency (CBSA) and U.S. Customs and Border Protection (USCBP) to share information, address security and facilitation issues, and coordinate long-term operations and facility planning.
How We Engage
- Meetings with local leadership of each of CATSA, CBSA and USCBP
2018 Highlights and Key Topics
- The GTAA meets daily with CATSA, CBSA and USCBP to discuss and coordinate operational issues.
- The GTAA also meets with each agency to plan and promote longer-term projects and initiatives to support aviation growth, use of new technologies and processes, and resource requirements so that the customer experience at Toronto Pearson is safe, efficient and up to world-class standards.
- With each agency, the GTAA has a collaborative and constructive working relationship, which has resulted in significant investments and improvements to their operations.
Governments and Regulators
Governments and Regulators
We actively engage with municipal, provincial and federal levels of government, and with federal and international regulators and agencies (e.g., International Air Transport Association, NAV Canada) on a range of environmental, social and economic issues that affect the GTAA and the broader air transportation industry.
How We Engage
- One-on-one and community meetings
2018 Highlights and Key Topics
- Signed a Memorandum of Understanding with NAV Canada to work together on initiatives aimed at accommodating growth and building social licence.
- Worked closely with NAV Canada on a variety of initiatives related to noise management.
- Held regular meetings with all levels of governments to discuss the Toronto Pearson Regional Transit and Passenger Centre.
- Announced a partnership with Metrolinx to study potential connections to the Toronto Pearson Regional Transit and Passenger Centre, such as the Kitchener GO corridor, Eglinton Crosstown West LRT and Finch LRT.
- Presented to the Standing Committee on Transport, Infrastructure and Communities assessing the impact of aircraft noise in the vicinity of major Canadian airports.
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Government touchpoints included:
- Federal government – 287
- U.S. government – 16
- Provincial government – 142
- Municipal government – 195
Media
Media
The media plays an important role in providing public updates on Toronto Pearson operations – including delays and cancellations – and in communicating broader airport initiatives.
How We Engage
- Interviews
- Social media
- News releases
- Media statements
2018 Highlights and Key Topics
- Severe weather affecting flight schedules.
- Busy travel period, including March break, summer and winter holidays.
- Quarterly passenger traffic and financial information.
- Spring 2018 runway resurfacing.
Aviation Industry
Aviation Industry
We are actively involved with regional airports, industry organizations and professional associations such as the Canadian Airports Council (CAC), Airports Council International (ACI), International Air Transport Association (IATA) and the International Civil Aviation Organization (ICAO).
How We Engage
- Industry association meetings, conferences and working groups
2018 Highlights and Key Topics
- Continued to grow and raise awareness of the Southern Ontario Airport Network, which is aimed at developing a more integrated air transportation network. Sarnia Chris Hadfield Airport became the newest member, joining in early 2019.
- Reaffirmed our Level 3 certification in ACI’s Airport Carbon Accreditation Program.