Customer satisfaction | Pearson Airport runs from second to last

Pearson Airport’s score – 780 points above the 1000 high – is well below the record average of 798 points, but this is an improvement from last year’s score of 763 points.

JD Power said customer ratings were high in the first half between August 2020 and July 2021, but declined in the second half as volume increased and passenger expectations increased.

The consumer insight analysis firm said the shortage of workers helped reduce scores for food, beverage and retail services at airports.

Michael Taylor, head of travel intelligence at JD Power, explained that Pearson had performed particularly badly because of his facilities and pandemic policies.

“Much of this is related to COVID proceedings, and some terminal facilities could actually be improved,” Taylor noted.

“This is a very difficult year. There are tremendous operational challenges based on COVID proceedings in Toronto.”

Pearson dropped its passenger numbers during the epidemic. In the second quarter of last year, it carried only half a million passengers, an increase of 12.8 million over the same period in 2019. Nearly a million people traveled through its terminals in the second quarter of this year.

Pearson scored the lowest in the Jedi Power study, and earlier this year Airports Council International awarded him the Best Large Airport Award in North America for the fourth year in a row.