For the fourth year in a row, Toronto Pearson has been named the best large airport in North America.
The win comes as part of Airports Council International (ACI) World’s Airport Service Quality (ASQ) program, which recognizes airports across the globe that deliver the best customer experience in the opinion of their own passengers.
New this year as a result of the COVID-19 pandemic is a survey category on airport hygiene. As chosen by passengers, Pearson has also received the award for best hygiene measures in North America. This new accolade is largely the result of Pearson’s Healthy Airport initiative — a multi-layered approach to creating a safe and healthy airport experience through enhanced cleaning informed by an industrial hygienist; measures like mask wearing and limited terminal access; and innovative solutions, such as UVC light disinfection and air quality monitoring.
“The global health crisis created unprecedented challenges for airport operators, and we adapted our operations and incorporated health and hygiene at the forefront of providing an exceptional passenger experience at Toronto Pearson,” says Deborah Flint, president and CEO of the Greater Toronto Airports Authority.
ASQ is the only program that surveys passengers in the airport on the day they travel, while the experience is fresh in their minds. It measures passengers’ satisfaction across 34 key performance indicators.