September 20, 2023 — New polling from Pollara Strategic Insights conducted on behalf of the Greater Toronto Airport Authority (GTAA) shows 78% of travellers through Toronto Pearson Airport over the past 90 days are satisfied with their experience.
“After much public grumbling about lineups at airports across North America in the summer of 2022, travellers appear in a good mood about their experiences this year,” said Dan Arnold, Pollara’s Chief Strategy Officer.
Travellers through Pearson are over twice as likely to be satisfied rather than dissatisfied with all aspects of airport service tested, including the check in process, terminal facilities, and baggage claim.
This improved airport experience is partly being driven by increased usage of new digital tools at the airport, including a live wait times dashboard, interactive digital maps, and YYZ Express. At least 78% users of these digital tools report a good experience, and the majority of users say they are likely to use them again.
These findings come from an online survey of 2,032 adult Canadians conducted from August 29 to September 7, 2023. See the full findings and survey methodology in our report.