In a recent mid-summer performance update, Deborah Flint, the President and Chief Executive Officer of the Greater Toronto Airports Authority (GTAA), announced significant improvements in passenger experience and operations at Toronto Pearson International Airport.
The airport’s commitment to digital innovations and enhanced staffing has resulted in expedited check-in and boarding processes, reduced wait times, and upgraded baggage infrastructure, making it a top-performing airport in the Airports Council International (ACI) Large Airport Category for Q2.
On-Time Performance soars
Since the summer of 2022, Toronto Pearson’s on-time performance (OTP) has shown remarkable progress. At the height of the industry restart, the airport ranked last (1st) in the on-time performance global ranking published by Flight Aware.
However, it has now climbed to the 17th position, with OTP reaching as high as 74.5% in recent weeks. This improvement is a testament to the airport’s dedication to enhancing the overall passenger experience.
Prioritizing baggage handling
Collaborative efforts between airlines and Toronto Pearson (YYZ) have focused on improving baggage delivery. The average wait time for all bags arriving at the carousel during July 3 to 9 was just 20 minutes, compared to 26 minutes the previous year.
Terminals 1 and 3 also reported impressive baggage service availability rates of 99.3% and 98.7%, respectively, during the week of July 10 to 16. These enhancements have significantly reduced baggage-related inconveniences for passengers.
Streamlined gate holds
In contrast to the previous summer, when holding passengers at the gate was common due to overcrowding in the customs hall, this year has seen a marked improvement.
For the week of July 3 to 9, there was only one flight where passengers were held on the aircraft at a Toronto Pearson gate, and the aircraft was held for just nine minutes.
Last year, the same week witnessed 34 flights with an average hold time of 10 minutes. These positive changes have contributed to smoother boarding processes.
Improved security and Customs wait times
Passengers traveling through Terminal 1 and Terminal 3 have also experienced significant improvements in security and customs wait times.
According to the Canadian Air Transport Security Authority (CATSA), for the week of July 3 to 9, 91% of passengers cleared security in less than 15 minutes.
Additionally, customs wait times at Toronto Pearson are now averaging just seven minutes, providing travelers with faster entry into Canada.
YYZ Express Program
The successful rollout of the YYZ Express program has been a game-changer for Toronto Pearson. Collaborative efforts have been actioned with the United States Customs and Border Protection and Canada Border Services Agency.
Coupled with tools like Mobile Passport Control and Advance Declaration, this has expedited both departure and arrival experiences. Passengers can now enjoy faster and more streamlined processes, elevating overall satisfaction.
Positive passenger feedback
A recent survey conducted by Pollara indicates that 75% of travelers passing through Toronto Pearson Airport over the past year are satisfied with their experience.
This high level of satisfaction can be attributed in part to the increased use of new digital tools at the airport, such as live wait times dashboards, interactive digital maps, and YYZ Express.
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