Toronto Pearson International Airport has been ranked as the second worst mega airport for customer satisfaction, according to a recent survey.
The survey, conducted by J.D. Power, evaluated 33 of the busiest airports in North America and measured customer satisfaction based on factors such as terminal facilities, check-in process, security check, baggage claim, and food and beverage options.
Out of a possible 1,000 points, Toronto Pearson received a score of 733, placing it second to last on the list. The airport’s low score was attributed to long wait times at security and baggage claim, as well as limited food and beverage options.
Despite its low ranking, Toronto Pearson did see a slight improvement from last year’s survey, where it received a score of 731.
In response to the survey, the Greater Toronto Airports Authority (GTAA) acknowledged the need for improvement and stated that they are committed to enhancing the overall customer experience at the airport.
“We recognize that there is always room for improvement and we are continuously working to enhance the airport experience for our passengers,” said Deborah Flint, President and CEO of GTAA.
The top-ranked mega airport for customer satisfaction was Detroit Metropolitan Wayne County Airport, with a score of 784. Other airports that ranked higher than Toronto Pearson include Denver International Airport, Dallas/Fort Worth International Airport, and Phoenix Sky Harbor International Airport.
The survey also revealed that overall customer satisfaction with North American airports has increased for the fourth consecutive year, with an average score of 784.
Despite its low ranking, Toronto Pearson remains one of the busiest airports in North America, serving over 50 million passengers annually. The airport is currently undergoing a multi-billion dollar renovation project, which is expected to improve the overall customer experience.
In conclusion, while Toronto Pearson may have received a low score in the recent customer satisfaction survey, the airport is committed to making improvements and providing a better experience for its passengers.
