(Duplicate)Toronto Lester B. Pearson International Airport

Common Complaints

• Low Overall Customer Satisfaction: J.D. Power's 2024 survey ranked Toronto Pearson 20th out of 21 mega-sized airports in North America for customer satisfaction for the second consecutive year.
• Cleanliness Issues: Frequent complaints highlight dirty terminals, unkempt washrooms, and a general lack of maintenance to international standards.
• Long Security and Customs Wait Times: Despite some improvements, many travelers still experience significant delays at security checkpoints and during customs and immigration, especially during peak hours.
• Unhelpful or Rude Staff: Several reviews mention staff being rude, unhelpful, or lacking empathy, and providing incorrect information, leading to confusion and wasted time.
• Poor Signage and Navigation: Travelers often find signage confusing or non-existent, making it difficult to navigate the airport.
• Uncomfortable and Insufficient Seating: A recurring complaint is the lack of comfortable seating, with many seats having non-movable armrests, and a general shortage of seating options.
• Overpriced Amenities: Food, beverages, and parking are frequently cited as being excessively expensive.
• Frequent Delays and Cancellations: Recent reports indicate significant travel disruptions, including numerous flight delays and cancellations, contributing to a chaotic experience.

Overall, Toronto Pearson International Airport presents a challenging experience for many travelers, often balancing modern facilities and good transit connections with consistent issues in cleanliness, customer service, and managing passenger flow. While some individual experiences are positive, the general sentiment points towards areas needing substantial improvement, particularly in staff training, maintenance, and wait time consistency.