Upon arriving at the curb, you’ll notice signage indicating that face coverings are required for all passengers and employees in all public areas at Pearson. Face coverings may not have an exhaust valve or vent. It is mandatory to wear a mask while at Toronto Pearson, but a number of exceptions to this rule are in effect. If you have a medical condition that prevents you from wearing a mask, you are exempt from the rule provided you have a note from a medical doctor that certifies that you are unable to wear a mask for medical reasons. As such, if asked by GTAA Public Safety Officer, Peel Regional Police or a CATSA screening officer, we suggest letting them know that you have a medical condition. Please note, however, that Transport Canada has specific requirements for the use of masks in order to pass through security screening and to board a plane. For more on Transport Canada’s mask requirements, visit https://www.canada.ca/en/transport-canada/news/2020/04/use-of-non-medical-masks-or-face-coverings-in-the-canadian-transportation-system.html.
We ask that only travellers flying on the same day or employees on duty enter the terminals to help limit crowding and reduce the potential spread of COVID-19. We understand that saying goodbye to friends and loved ones is a big part of the air travel experience, but please keep the kisses and hugs in the car or on the curb!
Once you’re inside the terminals and ready to check in, you may notice a large air quality monitoring station, which provides accurate, up-to-date information on each terminal’s air quality and flow. Plexiglass barriers are being installed at check in so that contact with others is limited. Moreover, check-in queues have been extended with floor decals and selected self-serve kiosks have been turned off to ensure physical distancing. Kiosks and self-serve bag drops have also been updated with touchless technology.
Sanitization is a major focus across all aspects of your experience at Pearson; at check-in you’ll see that baggage carts are sanitized before each use, check-in counters and baggage drops are sanitized regularly and hand sanitizer stations are located throughout the check-in lobby. Please remember to sanitize or wash your hands regularly as you move through the airport.
Many of the policies and measures in place in other areas of the airport also apply to security screening. Face coverings are mandatory for all passengers and airport employees in security screening areas. Face coverings may not have an exhaust valve or vent.
You’ll see that physical distancing measures are also in place as you line up for security, with decals every two metres on the floor. As with other areas of the airport, hand sanitization stations have been made available at security screening checkpoints.
The Canadian Air Transport Security Authority (CATSA) is the agency responsible for security screening of departing passengers at Canada’s airports. In addition to the measures that we’ve implemented, CATSA has introduced a number of changes in light of COVID-19. This includes bins cleaned more frequently, mandatory gloves and masks for Screening Officers and more. To learn more, visit CATSA’s website.
Once you’ve passed through security, you’ll see many of the familiar amenities at Pearson, including retail and convenience stores, selected sit-down restaurants and grab and go options.
As with all other areas of the airport, a face covering is required, whether you’re taking in the sights at the airport, waiting at your gate or boarding your plane. If you’re eating at one of our food and beverage locations, though, you can temporarily remove your mask.
For those restaurants that still offer sit-in dining, tables and chairs are appropriately spaced, and if you’re getting take-out, you’ll see that decals are in place on the floors, all to ensure that physical distancing requirements are met at all times. Payment pin pads are disinfected regularly and wherever possible, contactless payment options are available.
Whether you’re buying food or shopping for a gift, payment pin pads are wiped down after every purchase, and bathrooms, escalators, moving sidewalks and other high contact areas are cleaned every two hours. Autonomous cleaners move throughout the terminal to keep floors clean and disinfected. As with other areas of the airport, hand sanitization stations are never far away, so please be sure to use them regularly or wash your hands frequently.
Upon exiting your aircraft, please note that face coverings are mandatory in all areas of the terminals.
For international travellers, an isolation document must be filled out before speaking to a Canada Border Services Agency (CBSA) officer, and anyone entering the country, regardless of citizenship, is required to provide contact information. To help speed this process, CBSA has developed a secure app, called ArriveCAN, and we encourage you to download it prior to your trip, either on the Apple App Store or the Google Play Store. You’ll also see that plexiglass barriers have been installed in the CBSA area to help limit person-to-person contact.
As space becomes available, you’ll be allowed into the baggage hall. Upon entering the baggage reclaim area, you’ll notice floor decals in place every two metres, and the space is continually monitored for capacity and crowding issues. We understand you’re likely ready to be on your way to your final destination by this point, but we ask you to please respect the physical distancing measures in place and avoid crowding the baggage carousel.
You’ll also see that our focus on frequent sanitization carries over to your arrival at Pearson. Kiosks are cleaned regularly, and we’ve turned off selected kiosks to help ensure your physical distance from others. Baggage carts are sanitized before each use, and other high-contact areas are continuously cleaned. Hand sanitizing stations or bathrooms are never far away, and we ask that you sanitize or wash your hands frequently.
With bags in hand, you’re ready to exit the terminal. We understand that one of the most special parts of the air travel experience is seeing the smiling face of a friend or family member in the arrivals area, but please note that only travellers flying on the same day or employees on duty are allowed in the terminal spaces. We’ve implemented this policy to avoid crowding and to help reduce the spread of COVID-19. With this same goal in mind, we ask that you exit the terminal buildings promptly once you receive your bags. If you’ve got someone waiting for you, we recommend our short-term parking options or our free, convenient cell phone lots, located just minutes away from the terminals.
If you’re travelling to your final destination by taxi, limousine or using a ride app car, please remember that face coverings are required while in the vehicles for your safety and that of our drivers. We offer a number of options for transportation to and from the airport to get you where you need to be.
Whether arriving or departing, we’re here to help
Lots of things have changed recently, but regardless of where you are in our terminals or whether you’re arriving or departing, one thing remains the same: We’re here to help. Our passenger info desks have gone virtual to help protect passengers and employees. You can speak to a live customer service agent through video chat, speaker phone or our new online live chat feature (available Monday to Friday from 8 am to 4 pm). You can also always reach us by phone at 416-AIRPORT.