Vince – People of Pearson

“My name is Vince and I’m a Baggage Coordinator System Operator with the Greater Toronto Airports Authority (GTAA). My job primarily entails making sure the baggage lines are clear and bags are flowing smoothly through the airport. I started with the GTAA in 2015 as an aircraft de-icing specialist before moving over to the baggage department in 2018, and I’m loving it. I see all of my colleagues as my second family; I work with them 40 hours a week so we’ve built some strong and supportive relationships with each other. It makes the workplace really enjoyable and dynamic.

“It doesn’t happen often, but resolving baggage events can be challenging. They test how well we communicate and collaborate as a team, but we’re always working towards the same goal of ensuring bags get to where they need to go with their passengers. We’re constantly on the radio with one another, staying aware of what’s happening.

“The pandemic has changed how many businesses and organizations operate, including Pearson. We’ve made a lot of innovative changes to accommodate new restrictions, and one of them is with our self-service bag drops, both upgraded ones and new ones. The changes have helped contribute to the contactless check-in experience for passengers. We’ve also upgraded our software so that our systems overview is centralized through one program as opposed to multiple different ones, making it simpler for us as a team. Another exciting innovation that’s coming is the Early Bag Storage, which is basically a giant warehouse that securely stores bags for connecting passengers or those who wish to check in early, allowing them to walk about the airport without having to worry about carrying around their luggage.

“A lot of work goes into making sure our passengers get their bags at their destination and resolving any issues as quickly as possible. I find it really rewarding at the end of my shift knowing that I’ve helped passengers, one way or another, with their travels.”

– Vince, Baggage Coordinator System Operator, GTAA

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