Accessibility

Complaints, compliments, or inquiries may be submitted electronically using the online feedback form, or by calling 416-247-7678 (we accept Video Relay Service calls at this number from people with hearing or speech disabilities who use sign language).

All feedback that is received electronically will be issued an electronic ticket number, which will be emailed to you immediately upon submission of the form.

If the feedback is received by phone, a Greater Toronto Airports Authority (GTAA) team member will make every attempt to assist and address the concern during the call. Alternatively, a voice message can be left with the passenger service team for further follow-up.

Based on the nature of the feedback, the correct resolution will apply.

If the feedback is related to a product, service or facility provided by the GTAA, the GTAA will provide the necessary clarification or evaluate the feedback to determine the appropriate action. The GTAA’s standard practice is to update the complainant on any action(s) taken.

If the feedback is related to a service or facility provided by an airline or another service provider, we encourage you to contact that organization directly. If the feedback is provided to the GTAA, our team will forward the complaint, including the contact information, to the appropriate party for a direct follow up. The GTAA’s passenger service team will notify the complainant that their complaint has been forwarded.

Our Customer Service Team is available 24 hours at 416-AIRPORT (416-247-7678) or toll free at 1-866-207-1690. We accept Video Relay Service calls at this number from people with hearing or speech disabilities who use sign language. Live chat is also available, allowing passengers to connect with a Passenger Service Representative online either through their desktop or their smartphone on our Contact Us page.

If you are at the airport and need assistance, please visit an Information Counter located on the Arrivals level in Terminal 1 (near door C) and Terminal 3 (near door G) to speak with a Passenger Service Representative. You can also use one of our fully accessible Information Kiosks found in several locations at the airport to connect with a Passenger Service Representative through an audio or video call.