Passenger satisfaction rises again at Pearson
Vast majority of travellers are happy with their time at the airport
The intense efforts of workers at Pearson to further improve the airport’s performance are paying off. New research by Pollara Strategic Insights found that 83% of passengers who had travelled through Pearson in the past 12 months were satisfied with their experience.
Why it matters: Satisfaction has jumped eight points from September 2023. “This reflects a rebound in service perceptions since the post-Covid restart, as more travellers return to Pearson,” says Dan Arnold, Pollara’s Chief Strategy Officer.
Digging deeper: The numbers are even better among those who travelled more recently. 88% of passengers who had come through Pearson in the previous 90 days had a positive or neutral impression of the airport.
The backstory: The survey is the latest recognition of Pearson’s progress in elevating the passenger experience, including:
Regaining the title as Best Airport over 40-million Passengers in North America in the Airports Council International World Airport Service Quality rankings
Being rated a four-star airport by Skytrax
Achieving gold accessibility certification from the Rick Hansen Foundation
Ranking among the top five North American airports for connectivity, with flights to 202 destinations.
Need to know: Many organizations conduct surveys about airports, but their methods – and their results – vary considerably. For instance, Canadian airports usually perform less well on JD Power’s rankings, which are published each fall. But the survey is heavily skewed toward U.S. passengers and doesn’t verify which airports respondents have actually travelled through. In contrast, the Airport Service Quality ratings are an industry-approved benchmarking program with interviews conducted in terminal on the day of travel, which makes them robust.
