New ranking reveals how travellers really feel about Toronto’s Pearson Airport

We don’t have to tell you that Toronto’s Pearson Airport has been in the news a lot lately. However, it isn’t just Toronto’s airport that has had it rough over the past several months, according to the 2022 North America Airport Satisfaction Study by J.D. Power.

It seems that the combination of labour shortages and a resurgence in air travel has created the perfect storm for airport chaos.

Passenger satisfaction has dropped significantly since 2021, the major reasons being flight cancellations, crowded terminals, overpriced food and beverage offerings, and having nowhere to park.

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Pearson Airport is considered a mega airport, with 33 million or more passengers per year.

In a ranking of all 21 mega airports in North America, Pearson landed in 17th place with an overall customer satisfaction score of 755 out of 1,000.

By comparison, the highest-ranking mega airport this year is Minneapolis-Saint Paul International Airport, which scored 800 out of 1,000.

Vancouver International Airport fared better with a score of 794 out of 1,000.

The study is based on 26,529 completed surveys from U.S. or Canadian residents who travelled through at least one U.S. or Canadian airport during the past 30 days.

Travelers were asked to evaluate their experience at either their arrival or departure airport.

Their reviews are based on several categories: terminal facilities; airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage, and retail.

Sadly, it seems like the conditions at our airports may not improve by next year.

Michael Taylor, travel intelligence lead at J.D. Power says crowded airports, rising prices, and passenger frustrations “is likely to continue through 2023.”

Looks like we’ll just have to continue to pack our patience at Pearson Airport.