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Toronto Pearson

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Based on comments in this forum, it would seem that passengers are happy but flight crew are not quite so happy. 😎

Toronto Pearson Wins Best Large Airport in North America For Second Straight Year

‎Today, ‎March ‎6, ‎2019, ‏‎14 minutes ago | Canadian Aviation News

Provided by Greater Toronto Airports Authority/CNW

Passengers vote Toronto Pearson #1 for Customer Experience as recognized by Airports Council International’s Airport Service Quality Awards

TORONTO, March 6, 2019 /CNW/ – As Canada’s largest airport gears up to welcome a peak of 144,000 passengers in one day for March Break, one of the busiest travel seasons of the year, Toronto Pearson welcomes the announcement from Airports Council International (ACI) that it has been named Best Large Airport in North America serving more than 40 million annual passengers for the second year in a row. This recognition is part of ACI’s Airport Service Quality (ASQ) program, the only global benchmarking survey that assesses passenger satisfaction at the airport on their day of travel.

Toronto Pearson (CNW Group/Greater Toronto Airports Authority) Toronto Pearson (CNW Group/Greater Toronto Airports Authority)

“We’re extremely grateful to our passengers, who took time out from their travels to give their feedback and for choosing Toronto Pearson as the best large airport in North America again this year,” said Howard Eng, President and CEO, Greater Toronto Airports Authority, “This achievement is possible thanks to the collaboration and innovation of the 50,000 airport colleagues and partners who made a commitment to creating a better airport experience for our passengers and who continue to work every day to bring that vision to life.”

This recognition underscores Toronto Pearson’s ongoing commitment to enhancing the passenger experience and comes at a time when the airport continues to make several measurable improvements for the comfort and enjoyment of passengers:

  • Improvements to airport ambience, including courteous and helpful staff and the opening of 27 new retail, food and beverage locations;
  • Moving passengers faster from curb to gate through new, faster CATSA Plus security screening lanes, the introduction of 400 new digital screens and enhanced ground transportation options; 
  • Creating a comfortable, clean environment through the revitalization of all 80 washrooms in Terminal 3; improving the cleanliness of terminals; and the introduction of therapy dogs, state-of-the-art Mamava® nursing pods, and Changing Places assisted changerooms; and,
  • Enhanced entertainment, including the free series of YYZ Live in-terminal musical performances and a 10x speed and capacity upgrade to Toronto Pearson’s free WiFi.

Toronto Pearson was also recognized with a second 2018 ASQ Award—the Most Improved Airport in North America—for demonstrating the greatest year-over-year improvements of any North American airport participating in the program.

“We’re doubly pleased to be recognized as the most improved airport in this category, with improvements in nearly 90 per cent of the customer experience indicators measured,” continued Mr. Eng. “This demonstrates how our passengers can count on Pearson to deliver a great travel experience and get them to their destinations smoothly, reliably and comfortably.”

The ASQ program is considered the gold standard for measuring passenger satisfaction and is administered by ACI, the only global trade representative of the world’s airports. The ASQ index the only global benchmarking survey that assesses passenger satisfaction across 34 key performance indicators while at the airport on their day of travel. Now in its 13th year, the ASQ network delivers almost 650,000 surveys per year at 376 airports across 90 countries worldwide in 2018.

Visit Toronto Pearson on TwitterFacebook or Instagram.

SOURCE Greater Toronto Airports Authority

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Well, obviously the passengers and crews are using a different yardstick - the passengers are primarily concerned with amenities; ease of parking, shopping, restaurants, plugins for their phones while crews are concerned with gate power and air-conditioning that works, runway clearing and nav aids.  The passengers concerns for amenities are not trivial and I would never advocate for a reduction in comfort but you cannot sacrifice the primary purpose of the airport to meet them.

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