Win is based on passenger votes in the Airport Service Quality program
March 9, 2020
TORONTO, ONTARIO – Toronto Pearson has once again been named “Best Large Airport in North America serving more than 40 million passengers” by Airports Council International (ACI) World, the global trade representative of the world’s airports. The win comes as part of ACI World’s Airport Service Quality (ASQ) program, which recognizes airports across the globe that deliver the best customer experience in the opinion of their own passengers.
“Becoming the first North American Airport to win three years in a row in the 40 million passenger and above category reflects Toronto Pearson’s commitment to enhancing the passenger experience,” said Deborah Flint, President and CEO, Greater Toronto Airports Authority. “We want to thank our passengers for voting for us once again, and we want them to know we’re continuing to work on improving their travel journey.”
In 2019, Toronto Pearson added several new features to help improve the airport experience, including:
- 26 new retail stores, restaurants and other services, including enhanced Duty Free shopping, such as Chanel, Furla and Hugo Boss, new exciting restaurants, such as The Hearth Kitchen Market and Vino Volo, and a partnership with Rogers Communications which includes premium Ignite TV lounges in both terminals allowing travellers to catch their favourite shows on the Rogers Ignite TV service.
- New accessibility features such as assisted changerooms for passengers with mobility restrictions, new post-security screening pet relief areas and Aira, a smartphone app that helps passengers who are blind or low vision navigate the airport independently. These are part of an overall focus on providing more choice and ease in the passenger experience for persons with disabilities.
- Expanded flight services to India, Italy, the United States, Mexico City and the Philippines, as well as new direct flights with Air Canada to Quito, Ecuador and WestJet to Barcelona, Spain.
The ASQ program is the world’s leading airport customer experience measurement and benchmarking program, measuring passengers’ satisfaction across 34 key performance indicators. In 2019, more than half of the world’s 8.8 billion travellers passed through an ASQ airport.
About the Greater Toronto Airports Authority
The Greater Toronto Airports Authority (GTAA) is the operator of Toronto Pearson International Airport. The GTAA’s vision is to make Toronto Pearson the best airport in the world. Towards this objective, the GTAA focuses on ensuring the safety and security of passengers and airport employees, enhancing the passenger experience and supporting the success of its airline partners. Toronto Pearson served more than 49.5 million passengers in 2018, making it Canada's busiest airport. With 163 international routes, Toronto Pearson is also North America’s most internationally connected airport.
The area around Toronto Pearson is the second-largest employment zone in Canada. The airport facilitates 6.3% per cent of Ontario's GDP, directly employs 49,000 people and facilitates more than 300,000 jobs throughout the province of Ontario. Toronto Pearson believes that being a good neighbour means growing together with the communities it serves. To this end, the airport invests in social good and community-building initiatives through its community investment program, The Propeller Project.
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