Performance scorecard

Goals and performance metrics

2017

2018

2019

Projected

Passenger traffic (millions)	47	49.5	50.49	51 (2018)
Aircraft movements (thousands)	465	472	453	510 (year 2020)
Cargo volume (tonnes)	534,500	560,000	516,000	Continue to increase cargo volume
New international cities (net increase)	11	10	6	Continue to increase new international destinations

Airport Service Quality (ASQ)	4.31 First among North American and European airports (>40MM passengers)	4.45 First among North American and European airports (>40MM passengers)	4.48 First among North American and European airports (>40MM passengers)	Continue to be first among North American and European airports (in the same size category) for ASQ
Customer complaints per million passengers*	74	109	109	Continue to improve the passenger and customer experience
Customer compliments per million passengers*	11	15	14	Continue to improve the passenger and customer experience

Employee engagement (Aon Hewitt)	69%	74%	76%	Top quartile among Canadian employers
Direct jobs	51,000	51,000	51,000	By 2030, it’s estimated that Toronto Pearson could generate and facilitate 136,000 jobs in Ontario.
Diversity	Diversity (% employees) Women: 28.4% Aboriginal peoples: 0.9% Persons with disabilities: 0.7% Visible minorities: 20.7%	Diversity (% employees) Women: 32.4% Aboriginal peoples: 2.2% Persons with disabilities: 5.1% Visible minorities: 33.9%	The Diversity survey results will not be available until April 2020.	The GTAA views diversity as one of our most competitive advantages; it ensures our ability to meet the demands of a challenging marketplace. At the GTAA, we strive to create a workplace that reflects the diversity of the community we serve. To us, it is critical to ensure fair employment practices and treatment of our employees across our organization.
Average salary	Women Managers: $114,932 Non-managers: $74,798 Men Managers: $130,522 Non-managers: $83,456	Women Managers: $121,538 Non-managers: $72,778 Men Managers: $130,739 Non-managers: $82,638	Women Managers: $122,833 Non-managers: $77,540 Men Managers: $134,634 Non-managers: $83,839	The GTAA embraces its obligations under federal employment equity and human rights legislation; hiring practices are determined based on the individual, irrespective of the gender or background of an employee.

Toronto Pearson Safety Index (lost- time injuries per million enplaned and deplaned passengers)

6.5% reduction from 2016

7.8% increase in injuries from 2017

4% reduction in injuries from 2018

Vision of zero lost-time injuries

Stormwater	Refer to GRI Index	Refer to GRI Index	Refer to GRI Index
Ambient air quality	The results from the modelling indicated that the air quality in the study area is dominated by the regional emissions, in particular those associated with transportation in the study area.	Refer to GRI Index	Refer to GRI Index	Develop and implement an action plan associated with the Air Quality and Human Health Risk Assessment
Solid waste	71% diversion	71% diversion	71% diversion	Develop a roadmap for GTAA to achieve zero waste
GHG emissions and climate change	In 2017, the GTAA increased its use of electric vehicles and installed charging stations for electric fleet vehicles and for employees in the parking lots.	Refer to GRI Index	Refer to GRI Index	80 per cent reduction by 2050
Energy conservation (MWh)	5,000 MWh	4,114 MWh	10,262 MWh	$10M in expected savings by 2026 from the GTAA’s LED projects
Natural gas (GJ) Gasoline (litres) Diesel (litres)	Refer to GRI Index	Refer to GRI Index	Refer to GRI Index	Continue to implement the energy conservation and efficiency initiatives identified in the Energy Master Plan to reduce consumption
Sustainable transportation	Over 200 employees registered for the Green Commuter Rebate Program	Over 250 employees registered for the Green Commuter Rebate Program	Over 250 employees registered for the Green Commuter Rebate Program	Continue to increase participation in the Green Commuter Rebate Program

Noise	168,676 complaints from 2,399 callers	119,613 noise complaints from 1,471 individuals	115,471 complaints from 1,218 individuals	2018–2022 Noise Management Action Plan
Community Investment Impact (Propeller Project participants)	Committed nearly $800,000 in support of 24 community projects – including Scientists in School, CivicAction, ACCES Employment and others – which benefited more than 67,000 residents.	Invested over $1 million in community projects through partnerships with 24 organizations within Toronto, Mississauga and Brampton.	Participated in 18 active partnerships with non-profit charitable organizations working across our local communities (Brampton, Etobicoke and Mississauga) and distributed to these organizations: $727,500.00 in funds.	Continue to support community investment opportunities

GRI INDICATORS 102-35, 201-1

More Sustainability Approach and Performance

GTAA Annual Report 2019