Toronto’s Pearson Airport ranks low in customer satisfaction: survey

Woman pushing luggage through Toronto Pearson International Airport (TorontoPearson/Twitter).

Toronto Pearson International Airport has been ranked among the lowest in customer satisfaction of all major North American airports for the second year in a row.

The J.D. Power airport satisfaction survey suggests Pearson ranked 16 out of 20 in the mega airports category, which includes airports that service over 33 million passengers a year.

The ranking was based on a 1,000-point scale where Pearson received a score of 755, down 25 points from last year and 14 points below the average ranking for major airports.

Michael Taylor, J.D. Power’s travel intelligence lead, says a lot of major airports, including Pearson, have been struggling with staffing shortages as passenger volumes reach 91 per cent of pre-pandemic levels.

The survey polled 637 Pearson passengers, making the sample size too small to draw a significant conclusion.

While J.D. Power would not confirm this number, they say 26,529 residents across the U.S. and Canada were surveyed in total between August 2021 and July 2022.