Toronto Pearson claims ‘Best Airport’ award for the second consecutive year

Based on feedback from passengers

Toronto Pearson International Airport has been recognised as the Best Airport by over 40 Million Passengers in North America’ by the Airports Council International (ACI) World. This marks the airport’s second consecutive win and the seventh time it has claimed this prestigious title in eight years.

The honour is part of ACI World’s Airport Service Quality (ASQ) programme, which annually assesses and rewards airports globally based on their ability to deliver exceptional passenger experiences.

The ASQ Awards are widely regarded as the aviation industry’s most comprehensive and reliable global benchmark for airport service standards. These awards are unique because they rely on real-time passenger feedback from live surveys conducted at airports worldwide.

Justin Erbacci, Director General of ACI World, lauded Toronto Pearson’s success: “Toronto Pearson’s success in the Airport Service Quality (ASQ) Awards reflects the team’s dedication to making each passenger’s journey memorable. Congratulations on meeting and exceeding passenger expectations and inspiring airports worldwide.”

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Deborah Flint, President and CEO of Toronto Pearson, expressed pride in the achievement. “It is an honour to receive this ASQ award for the second consecutive year,” Flint stated. “This achievement is a direct reflection of the passion and dedication of our employees, who show up every day and every night, demonstrating their commitment to our customers and delivering excellence.”

She added that the recognition strengthens Toronto Pearson’s ongoing efforts to transform the airport into one of the world’s most advanced, sustainable, and passenger-friendly airports.

Passenger focus

The award recognises Toronto Pearson’s commitment to enhancing and innovating the passenger experience. The airport’s success is built on continuous investment in customer service, cutting-edge technology, and sustainability initiatives that improve operational efficiency and environmental responsibility.

It also reflects the airport’s resilience in maintaining a high level of service, even in the face of the challenges presented by the global pandemic and the subsequent recovery phase.

Toronto Pearson’s victory in the ‘Best Airport over 40 Million Passengers in North America’ category further cements its position as an aviation industry leader. This is the second consecutive year the airport has claimed the honour, having also been recognised in 2023.

Previously, Toronto Pearson had earned the title for five consecutive years, from 2017 to 2021, underscoring the airport’s sustained excellence in customer service.

Flint stressed that this recognition is not just about the numbers but the people who make Toronto Pearson a truly exceptional airport. “Our team is at the heart of this achievement,” she said.

“They are the ones who make the difference, ensuring that every passenger’s experience is seamless and memorable from check-in to takeoff.”

The ASQ Awards are based on passengers’ real-time experiences, and the comprehensive survey that drives the rankings assesses key aspects of the airport experience, including security, terminal cleanliness, accessibility, signage, and overall satisfaction. With its passenger-first approach, Toronto Pearson consistently ranks high in all these categories, making it a beacon of excellence for other airports to emulate.

As the largest airport in Canada and one of the busiest in North America, Toronto Pearson plays a pivotal role in connecting people, businesses, and goods worldwide. The airport is a vital gateway to and from Canada, significantly contributing to the country’s economy. It remains an essential hub for international and domestic travel, with millions of passengers passing through its terminals annually.

Toronto Pearson remains committed to enhancing the passenger experience with ongoing infrastructure, technology, and investments in sustainable practices. The airport is also dedicated to improving its services and facilities to support future growth while maintaining its commitment to sustainability and environmental stewardship.

As Toronto Pearson celebrates this latest achievement, the airport’s leadership and staff remain committed to raising the bar even higher in the years to come, ensuring that it remains a world-class destination for travellers from around the globe.

The Greater Toronto Airports Authority (GTAA), the operator of Toronto Pearson, continues to drive the airport’s mission to become one of the world’s most advanced, efficient, and passenger-friendly airports. With this latest recognition, the airport is poised to continue setting global standards in aviation service quality.

Image: Toronto Pearson International Airport is the largest airport in Canada and one of the busiest in North America. Credit: Toronto Pearson International Airport