Toronto Pearson International Airport is ranked the second-worst largest airport in the continent for overall traveller satisfaction.
According to J.D. Power’s annual North American Airport Satisfaction study, Canada’s busiest airport ranked 20th out of 21 mega-sized airports across North America, scoring 749 out of 1,000. Newark Liberty International Airport in New Jersey came in last.
“There’s an inverse correlation between the number of passengers that access an airport and their satisfaction while they’re at the airport,” Michael Taylor, J.D. Power’s travel intelligence leader, told CTV News Toronto in an interview Wednesday, adding the influx of passengers at Toronto Pearson between 2022 and 2023 contributed to the airport’s low score.“ that many more passengers, it’s really hard to keep people happier.
“This is one of the few times that North Americans have a really hard deadline … you’re two hours late for a flight, you got real problems and so that stresses people out,” Taylor said. “So, when they come into an airport facility and see a crowd of people, it does tend to lower their satisfaction, they tend not to do the things they would normally do, like shop or eat or drink.”
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