Toronto’s Pearson has been ranked among the worst in North America’s airport survey

A new report has found Toronto’s Pearson International Airport to be one of the lowest ranked major airports in North America when it comes to customer satisfaction. (NurPhoto via Getty Images)

A new report has found Toronto’s Pearson International Airport to be one of the lowest ranked major airports in North America when it comes to customer satisfaction.

According to the JD Power 2022 North American Airport Satisfaction Study released Wednesday, Pearson International ranks 16th among the 20 largest “mega” airports in North America. The airport scored 755 points out of a possible 1,000, below the average of 769 but slightly higher than Boston Logan (754), Los Angeles (753), Chicago’s O’Hare (751) and Newark Liberty in New York (719).

At the top of the list of giant airports – defined as those that serve more than 33 million passengers passing through annually – are Minneapolis-St Paul (800), San Francisco (796), Detroit Metropolitan Wayne County (791) and New. John F Kennedy Airport in York (791).

The JD Power study is based on a survey of more than 26,000 travelers from Canada and the United States through North American airports. Respondents were asked about their satisfaction with terminal facilities; arrival and departure of the airport; baggage claim; Safety; Check-in, baggage check, food and beverage and retail services.

The survey was conducted between August 2021 and July 2022, the period that included the summer travel season, when many airports experienced chaos amid renewed demand for travel that combined with labor shortages and processing issues led to a wave of cancellations and cancellations. Delay.

“The combination of pent-up demand for air travel, a nationwide labor shortage, and ever-rising prices on everything from jet fuel to bottle water have created a scenario in which airports are extremely crowded and passengers are increasingly frustrated — and likely to continue into 2023, Michael Taylor, head of travel intelligence at JD Power, said in a press release.

(Obviously, capacity increases at airports cannot come anytime soon.)

Vancouver International scored 794 to rank 11th out of 27 large airports, defined as those serving between 10 million and 32.9 million passengers annually. Calgary International Airport ranked 17th with a score of 780 points, which is lower than the average for a large airport of 784 points, while Montreal Pierre Elliott Trudeau Airport ranked 22nd with a score of 766 points.

In the mid-range airport category, defined as those serving between 4.5 million and 9.9 million passengers annually, Ottawa’s MacDonald-Cartier Airport scored 806 points, ranking 10th out of 18, while Edmonton International Airport scored 799 points, ranking 12th out of 18. The average airport score was 807.

The survey found that overall satisfaction at airports declined by 25 points compared to 2021 as travelers experienced fewer flights, crowded buildings and sparse food and beverage offerings. More than half (58 per cent) of travelers described the stations as very or moderately crowded. One in four (24 percent) say they didn’t buy food or drinks at the airport because it was too expensive.

Elijah Sikerska is a senior correspondent for Yahoo Finance Canada. Follow her on Twitter Tweet embed.

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