Pearson Airport ranks very low in terms of customer satisfaction in North America and Yikes

Toronto Pearson Airport has been ranked as one of the worst airports in North America in terms of customer satisfaction.

However, according to a recent survey by J.D. Power, Pearson is not alone in the list of airports that make people unhappy.

With passenger numbers much closer to what things were before the pandemic, airports are experiencing labor shortages and high flight cancellation numbers, causing customers to be unhappy with their experience.

Who wants to experience airport troubles while they are going on vacation? no one…Ever!

“High satisfaction scores are back down to earth,” the report said.

General results of the report

According to the study released Wednesday, overall satisfaction declined by 25 points on a scale of 1,000 points to 777 in 2022.

This is due to fewer flights, more people at stations, and fewer food and beverage offerings, and this year is unlikely to end either.

“The combination of pent-up demand for air travel, a nationwide labor shortage and steadily rising prices on everything from jet fuel to bottle water has created a scenario in which airports are extremely crowded and passengers are increasingly frustrated,” said Michael Taylor, head of travel intelligence at JD Power. – It is likely to continue until 2023.”

What about Toronto?

Toronto Pearson Airport scored only 755 on the mega airport list, beating only Boston Logan International Airport (754), Los Angeles International Airport (753), O’Hare International Airport (751) and Newark Liberty International Airport (719).

This put Pearson at No. 16 out of 20. Yikes!

A Greater Toronto Airports Authority (GTAA) spokesperson told Narcity they are “aware of the frustrations travelers have experienced recently at Pearson and this is not what we want for our passengers.”

They added that they are working with their airport partners – including government agencies and airlines – to make improvements.

The JD Power survey is based on passenger satisfaction at large, medium and large airports in North America and uses “terminal facilities; airport arrivals/departures; baggage claim; security screening; check-in/baggage screening; food, beverage and retail,” in their criteria.

“In some ways, this is a return to normal as large crowds at airports tend to make travelers more tired, but in cases where parking lots are overcapacity, gates are parking room only and restaurants and bars are not even open to offer some relief. , it is clear that the capacity increase at airports cannot come anytime soon,” Michael Taylor commented in the report.

The study enrolled 26,529 completed questionnaires from residents of the United States or Canada who had traveled through at least one US or Canadian airport in the last 30 days.

However, it should be noted that GTAA also told Narcity that the people surveyed in Toronto Pearson equal only 0.003% of the passengers who travel through their doors.

“We believe this sample size is too small to draw any relevant conclusions,” they added.

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