Stakeholder engagement – GTAA Annual Report 2019

Passengers

We served 50.5 million passengers in 2019, a two per cent increase over 2018.

How we engage	Select highlights and initiatives
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)	For the third consecutive year, Toronto Pearson was ranked #1 in North America in the ASQ satisfaction survey conducted by Airports Council International. The ASQ survey assesses passengers’ satisfaction on the day of travel in areas such as check-in, security, food and beverage, and more. Consulted with the Canadian National Institute for the Blind, the Canadian Council of the Blind, the Canadian Hearing Society and Autism Ontario to create a passenger accessibility strategy for the airport. Conducted extensive user research during development of the new torontopearson.com website to find out what passengers and other stakeholders want and need on our website.

How we engage

Select highlights and initiatives

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)

For the third consecutive year, Toronto Pearson was ranked #1 in North America in the ASQ satisfaction survey conducted by Airports Council International. The ASQ survey assesses passengers’ satisfaction on the day of travel in areas such as check-in, security, food and beverage, and more.
Consulted with the Canadian National Institute for the Blind, the Canadian Council of the Blind, the Canadian Hearing Society and Autism Ontario to create a passenger accessibility strategy for the airport.
Conducted extensive user research during development of the new torontopearson.com website to find out what passengers and other stakeholders want and need on our website.

GTAA employees

GTAA directly employed 1,830 people as of December 31, 2019. Our employees work in management, technical, administrative and other operational roles, or are seasonal employees hired for deicing and airfield maintenance.

How we engage	Select highlights and initiatives
Annual employee feedback survey All-employee town hall meetings Directors’ Forum Managers’ Meetings Anonymous complaints and whistle-blowing Updates on corporate intranet Yammer social networking platform Evening of Excellence employee recognition event	Achieved a 76 per cent employee engagement score, up from 74 per cent in 2018. Facilitated That’s How We Fly conversations across the organization about showing respect in our workplace. Launched our first employee resource group, Women’s Alliance@YYZ. The inaugural event was attended by our CEO and executive team members, and designed to encourage open dialogue on topics like why gender diversity matters and unconscious bias. Launched a new safety brand within the airport, presenting a common look and feel across all seven safety systems.

How we engage

Select highlights and initiatives

Annual employee feedback survey
All-employee town hall meetings
Directors’ Forum
Managers’ Meetings
Anonymous complaints and whistle-blowing
Updates on corporate intranet
Yammer social networking platform
Evening of Excellence employee recognition event

Achieved a 76 per cent employee engagement score, up from 74 per cent in 2018.
Facilitated That’s How We Fly conversations across the organization about showing respect in our workplace.
Launched our first employee resource group, Women’s Alliance@YYZ. The inaugural event was attended by our CEO and executive team members, and designed to encourage open dialogue on topics like why gender diversity matters and unconscious bias.
Launched a new safety brand within the airport, presenting a common look and feel across all seven safety systems.

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	Select highlights and initiatives
Airport Council of Employee Communicators Toronto Pearson Safety Program events and activities Annual safety climate survey Employee updates on the Toronto Pearson website Inside Pearson electronic newsletter Digital screen network Cross-functional airport working groups Airport employee tours (airside and terminal) I am Toronto Pearson movement and workshops	Organized two safety summits, in which participants learned about Pearson safety programs and spent time brainstorming how to improve safety communications at the airport. Opened our Take Your Kids to Work Day to all Toronto Pearson employees. Employees were invited to bring their grade 9 children to work, where they were introduced to a variety of roles, participated in experiential learning, met pilots and toured the terminals.

How we engage

Select highlights and initiatives

Airport Council of Employee Communicators
Toronto Pearson Safety Program events and activities
Annual safety climate survey
Employee updates on the Toronto Pearson website
Inside Pearson electronic newsletter
Digital screen network
Cross-functional airport working groups
Airport employee tours (airside and terminal)
I am Toronto Pearson movement and workshops

Organized two safety summits, in which participants learned about Pearson safety programs and spent time brainstorming how to improve safety communications at the airport.
Opened our Take Your Kids to Work Day to all Toronto Pearson employees. Employees were invited to bring their grade 9 children to work, where they were introduced to a variety of roles, participated in experiential learning, met pilots and toured the terminals.

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	Select highlights and initiatives
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	In collaboration with the Toronto Airport Workers Council, undertook Canada’s first-ever airport workforce survey to better understand airport employees and build a base for future work and collaboration with employers, unions and other stakeholders. See Who works at Toronto Pearson? Began meeting quarterly with the Toronto Pearson Leadership Safety Forum to discuss safety trends, share best practices, and maintain our collective focus on safety. Conducted two tenant safety evaluations, which are aimed at identifying gaps in their safety processes and jointly developing corrective action plans.

How we engage

Select highlights and initiatives

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

In collaboration with the Toronto Airport Workers Council, undertook Canada’s first-ever airport workforce survey to better understand airport employees and build a base for future work and collaboration with employers, unions and other stakeholders. See Who works at Toronto Pearson?
Began meeting quarterly with the Toronto Pearson Leadership Safety Forum to discuss safety trends, share best practices, and maintain our collective focus on safety.
Conducted two tenant safety evaluations, which are aimed at identifying gaps in their safety processes and jointly developing corrective action plans.

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	Select highlights and initiatives
General community engagement line and email Noise complaints line at WebTrak Topic-specific phone surveys Public opinion and key influencer research Noise Management Forums 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 tours Educational talks Corporate giving – Propeller Project Partners in Project Green (PPG) Social media channels	Organized 10 open houses across the Greater Toronto Area attended by about 400 residents, where we provided basic information on runways, flight paths and how planes fly, and on sustainability topics like noise management, environmental programs, economic impact, and our regional transit vision. Introduced the new Toronto Pearson Noise Management Forums. See Listening to our community. Ran a 16-week trial of a Summer Weekend Runway Alternation Program. Feedback gathered during and after the trial indicated a lack of community support for the program, which resulted in our deciding against it. Toronto Pearson Street Team met with nearly 6,000 neighbours at 65 community events, where they answered questions and shared airport trivia. Through the Toronto Pearson Volunteer Program, 340 community volunteers collectively devoted nearly 52,000 hours to greeting and helping more than 1.4 million passengers. Welcome Team members included 45 local high school students who joined as part of a newly launched Junior Ambassador program, which enables students to earn their required community involvement credits by volunteering at the airport. Consulted with 30 community stakeholders during the development of the Uncovering underemployment whitepaper, a joint initiative of Deloitte and the GTAA. See Unlocking potential. Partnered with 17 local, non-profit organizations through the Propeller Project, providing over $750,000 in financial support. Issued a call for proposals, backed by a $1 million funding commitment, for projects addressing the challenge of underemployment.

How we engage

Select highlights and initiatives

General community engagement line and email
Noise complaints line at WebTrak
Topic-specific phone surveys
Public opinion and key influencer research
Noise Management Forums
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 tours
Educational talks
Corporate giving – Propeller Project
Partners in Project Green (PPG)
Social media channels

Organized 10 open houses across the Greater Toronto Area attended by about 400 residents, where we provided basic information on runways, flight paths and how planes fly, and on sustainability topics like noise management, environmental programs, economic impact, and our regional transit vision.
Introduced the new Toronto Pearson Noise Management Forums. See Listening to our community.
Ran a 16-week trial of a Summer Weekend Runway Alternation Program. Feedback gathered during and after the trial indicated a lack of community support for the program, which resulted in our deciding against it.
Toronto Pearson Street Team met with nearly 6,000 neighbours at 65 community events, where they answered questions and shared airport trivia.
Through the Toronto Pearson Volunteer Program, 340 community volunteers collectively devoted nearly 52,000 hours to greeting and helping more than 1.4 million passengers. Welcome Team members included 45 local high school students who joined as part of a newly launched Junior Ambassador program, which enables students to earn their required community involvement credits by volunteering at the airport.
Consulted with 30 community stakeholders during the development of the Uncovering underemployment whitepaper, a joint initiative of Deloitte and the GTAA. See Unlocking potential.
Partnered with 17 local, non-profit organizations through the Propeller Project, providing over $750,000 in financial support.
Issued a call for proposals, backed by a $1 million funding commitment, for projects addressing the challenge of underemployment.

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	Select highlights and initiatives
Meetings with local leadership of each of CATSA, CBSA and USCBP	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 changing aviation needs; 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.

How we engage

Select highlights and initiatives

Meetings with local leadership of each of CATSA, CBSA and USCBP

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 changing aviation needs; 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

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	Select highlights and initiatives
One-on-one and community meetings	Signed a historic agreement with the City of Mississauga that will create opportunities to better align Toronto Pearson’s development and Mississauga’s overall planning objectives. Launched the Southern Ontario Municipal Aerospace Council (SOMAC) for mayors and regional chairs, aimed at coordinating local accessible aviation capacity and attracting and coordinating investment in the aerospace industry for the Southern Ontario region. Held five stakeholder roundtable events across the Greater Golden Horseshoe to discuss how the planned regional transit centre at the airport could deliver better regional connectivity. Participants included municipal administrators and planning, transportation and economic development leaders; representatives from the Southern Ontario Airport Network (SOAN); representatives from post-secondary schools; senior staff from transit agencies; stakeholders from regional employers; and other private sector representatives, including from the goods movement industry. Conducted our bi-annual key influencer survey of 80 politicians, political staff, senior officials, regulators and other stakeholders to find out how they view Toronto Pearson on attributes such as economic impact, safety, passenger service and corporate citizenship.

How we engage

Select highlights and initiatives

One-on-one and community meetings

Signed a historic agreement with the City of Mississauga that will create opportunities to better align Toronto Pearson’s development and Mississauga’s overall planning objectives.
Launched the Southern Ontario Municipal Aerospace Council (SOMAC) for mayors and regional chairs, aimed at coordinating local accessible aviation capacity and attracting and coordinating investment in the aerospace industry for the Southern Ontario region.
Held five stakeholder roundtable events across the Greater Golden Horseshoe to discuss how the planned regional transit centre at the airport could deliver better regional connectivity. Participants included municipal administrators and planning, transportation and economic development leaders; representatives from the Southern Ontario Airport Network (SOAN); representatives from post-secondary schools; senior staff from transit agencies; stakeholders from regional employers; and other private sector representatives, including from the goods movement industry.
Conducted our bi-annual key influencer survey of 80 politicians, political staff, senior officials, regulators and other stakeholders to find out how they view Toronto Pearson on attributes such as economic impact, safety, passenger service and corporate citizenship.

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	Select highlights and initiatives
Interviews Social media News releases Media statements	Severe weather affecting flight schedules. Busy travel periods, including March break and summer and winter holidays. Quarterly passenger traffic and financial information.

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	Select highlights and initiatives
Industry association meetings, conferences and working groups	Continued to grow and raise awareness of the Southern Ontario Airport Network (SOAN), which is aimed at developing a more integrated air transportation network. A SOAN delegation, including Toronto Pearson, attended the Paris Air Show to meet with industry and government leaders, global aerospace players and business stakeholders. Reaffirmed our Level 3 certification in ACI’s Airport Carbon Accreditation Program, and participated in ACI climate-related working groups.

How we engage

Select highlights and initiatives

Industry association meetings, conferences and working groups

Continued to grow and raise awareness of the Southern Ontario Airport Network (SOAN), which is aimed at developing a more integrated air transportation network. A SOAN delegation, including Toronto Pearson, attended the Paris Air Show to meet with industry and government leaders, global aerospace players and business stakeholders.
Reaffirmed our Level 3 certification in ACI’s Airport Carbon Accreditation Program, and participated in ACI climate-related working groups.

GRI INDICATORS 102-12, 102-13, 102-15, 102-21, 102-29, 102-40, 102-42, 102-43, 102-44, 413-1

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