North America (Change)

In 2013, Toronto Pearson set out a bold vision – to be the best airport in the world. Our team made a commitment to listening to our passengers, working with our partners and operating in an innovative and collaborative way. In 2017, we saw signs that these efforts were paying off, when Toronto Pearson was recognized by Airports Council International (ACI)’s Airport Service Quality Program as the Best Airport in North America serving over 40 million passengers. 

I am pleased to tell you that today, ACI announced that Toronto Pearson has again been recognized as the 2018 Best Large Airport in North America and was doubly recognized as the Most Improved Airport in North America. 

This recognition reflects Toronto Pearson’s ASQ score of 4.45 out of a possible 5. To earn the “most improved” designation, Toronto Pearson also demonstrated the most year-over-year improvements of any participating airport, making improvements in almost 90 per cent of the customer experience indicators measured. 

When travelling through Toronto Pearson, you may have noticed some of the new ways you can count on Pearson to deliver a great travel experience, that gets our passengers to their destinations smoothly, reliably and comfortably: 

  • Improvements to airport ambiance – including enhanced customer service and the opening of 26 new retail, food and beverage locations across both terminals, including a redevelopment of the US Food Court area located near Duty Free in Terminal 3;  
  • Moving passengers faster from curb to gate – with new CATSA Plus security screening lanes, more than 400 digital screens introduced for improved wayfinding, and enhanced ground transportation options;
  • Creating a more comfortable environment – including 80 fully renovated washrooms in Terminal 3, continued work towards improvement of the cleanliness of terminals, the introduction of therapy dogs and nursing pods, and assisted changerooms; and, 
  • Enhanced entertainment – with the free in-terminal music program, YYZ Live, and ten times faster free airport WiFi.

This achievement is possible because of the dedication and effort of the nearly 50,000 employees, representing 400 employers, that bring Toronto Pearson to our passengers every day. Their hard work and dedication mean that our global visitors start and finish their time in Toronto with a world-class passenger experience. 

I have attached the news release for your reference

Howard Eng
President and Chief Executive Officer