Toronto Pearson ranks among the 5 largest North American airports in overall satisfaction Pipa News

Toronto Pearson ranks among the 5 largest North American airports in overall satisfaction

Toronto Pearson International Airport is one of the five largest airports in North America when it comes to overall passenger satisfaction.

Canada’s busiest airport is ranked 16th out of 20 mega-sized airports, with a score of 755 out of 1,000, according to JD Power’s annual customer satisfaction survey.

The score is determined by the study of six factors—terminal facilities, airport arrivals and departures, baggage claim, security checks, baggage checks, as well as food, beverage and retail locations.

“Their biggest issue this year was the huge influx of passengers,” Michael Taylor, managing director of travel, hospitality and retail at JD Power, told CTV News Toronto at Pearson Airport.

“Crowds, long lines, lack of services, which is normal for every airport, but then add more people, it becomes a real issue.”

Throughout the summer, customers flying out of Toronto Pearson Airport complained of long lines, lost luggage and flight delays. Taylor said that although Pearson isn’t the best airport overall, there has actually been a significant increase in passenger numbers.

“It had the biggest impact.”

However, Taylor argued that most airports struggle with passenger growth.

“We saw that peak satisfaction in the airport industry happened at the height of COVID, as there are none in the terminals. You could park closer. There were no lines. It took around five minutes for everyone to board the plane,” he said. “It’s a perfect experience, except it’s a terrible business model for airlines and airports.”

“As people come back and travel, and the surge is bigger than anyone could have predicted, satisfaction is falling, and that’s completely expected.”

Minneapolis-St. According to the survey of more than 26,500 people, Paul International Airport, San Francisco International Airport, Detroit Metropolitan Wayne County Airport and New York’s John F. Kennedy International Airport were among the top four “mega airports”.

The study also found that, while passenger numbers increased to about 91 percent of pre-pandemic levels, overall satisfaction with air travel decreased.

The study found that overall customer satisfaction with North American airports fell 25 points this year, with nearly 58 percent of respondents saying airport terminals were “severe or moderately crowded.”

About a quarter of commuters said that food and beverages are too expensive, while about 14 percent said the cost of parking is higher than expected.

The Greater Toronto Airport Authority (GTAA), the organization that oversees operations at Toronto Pearson International Airport, has been working to relieve travel headaches for months. In early August, he said the airport had seen “measurable” operational improvements, notably in security wait times, flight delays and cancellations, as well as baggage delivery.

The JD Power 2022 North America Airport Satisfaction Study was conducted between August 2021 and July 2022. Respondents were US or Canadian residents who traveled through at least one airport and covered both departure and arrival experiences, including connections.


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