TORONTO — Toronto Pearson International Airport, operated by the Greater Toronto Airports Authority (GTAA), has set a new benchmark in operational efficiency, showcasing a remarkable improvement in passenger experience and service delivery during the summer of 2023 compared to the same period in the previous year.
A Leap in Global Rankings
Under the visionary leadership of GTAA President and CEO, Deborah Flint, the airport has not only improved but secured the top position in the Airports Council International (ACI) Large Airport Category for Q2. This recognition is a testament to the airport's unwavering commitment to enhancing passenger experience through digital innovations and strategic staffing enhancements.
Toronto Pearson has significantly improved its on-time performance, climbing to the 17th position globally, a substantial leap from its ranking last summer. The airport has recorded on-time performance rates as high as 74.5%, demonstrating a steadfast recovery and resilience in the face of industry challenges.
Baggage Handling Efficiency
Collaborative efforts with airlines have seen a remarkable reduction in baggage wait times, with the average wait time dropping to 20 minutes, a notable improvement from 26 minutes last year. The airport has maintained a high baggage service availability, ensuring a smooth and hassle-free baggage collection experience for travelers.
Reduced Gate Holds and Security Wait Times
The airport has drastically reduced gate holds, with only one incident reported in the first week of July, a significant decrease from 34 incidents the previous year. Moreover, security and customs wait times have seen a substantial reduction, with 91% of passengers clearing security in less than 15 minutes and an average customs wait time of just seven minutes.
Digital Innovations Enhancing Passenger Experience
The GTAA has introduced a series of digital tools, including a live wait times dashboard and interactive digital maps, to facilitate a seamless travel experience. The YYZ Express program and collaborations with the United States Customs and Border Protection and Canada Border Services Agency have expedited departure and arrival experiences, earning the airport a satisfaction rate of 75% in a recent Pollara survey.
A Vision for the Future
Looking ahead, Deborah Flint expressed pride in the teamwork exhibited by the Toronto Pearson team. She emphasized the airport's commitment to offering more choices and excellent customer experiences, setting a strong foundation for a future airport that goes beyond mere recovery.
About the Greater Toronto Airports Authority
The GTAA, the operator of Canada's largest airport, has been a vital connector of people, businesses, and goods, bagging the title of "Best Large Airport in North America" for five consecutive years. The airport has also been recognized for its hygiene measures, reflecting its dedication to ensuring a healthy and safe environment for all travelers.Advertising