Passenger satisfaction reaches new heights at Toronto Pearson

Passenger satisfaction at Toronto Pearson continues to climb, according to new survey results that also point to strong public support for investments that will help modernize Canada’s largest airport and strengthen the country’s economic competitiveness.

A recent survey by Abacus Data finds that 91 per cent of passengers who expressed a view were satisfied with their most recent trip through Toronto Pearson, with satisfaction levels continuing to trend upward.

When asked to rate key aspects of their airport experience, passengers gave the highest ratings to the terminal’s overall look and feel (87 per cent), cleanliness (86 per cent), and ease of getting around the airport (84 per cent), while also reporting positive experiences with staff helpfulness and the airport’s shops, restaurants and services.

The findings reinforce a separate national survey conducted by Pollara Strategic Insights for the Greater Toronto Airports Authority (GTAA), which found that 89 per cent of passengers who travelled through Pearson in the past 12 months were satisfied with their overall airport experience, the highest level recorded since tracking began.

The results come as Toronto Pearson advances Pearson LIFT, a multi-year program to modernize and expand Canada’s largest airport and support long-term demand for travel, trade and cargo. The survey found satisfaction with Pearson has continued to rise from 76 per cent in 2023 to 89 per cent in July 2026, with recent travellers reporting the strongest impressions of the airport.

Karen Mazurkewich, Vice-President, Stakeholder Relations and Communications, Toronto Pearson, said that: “These findings reflect the progress Toronto Pearson has made improving the experience of passengers travelling through our airport, and the incredible employees that work here, creating exceptional service at every touchpoint.”

And Mazurkewich added: “The airport will continue efforts to enhance passenger experience through its new capital investment program, Pearson LIFT, which will take us to new levels of service.”

The Pollara Strategic Insights survey also found that 57 per cent of Canadians flew in the past year, and Toronto Pearson remained Canada’s busiest airport by a wide margin. Among Ontarians who travelled by air in the past 12 months, 86 per cent passed through Toronto Pearson, rising to 96 per cent among Greater Toronto Area residents.

Dan Arnold, chief strategy officer, Pollara Strategic Insights, said that: “The data shows direct experience continues to be one of Pearson’s strongest reputation builders. Travellers who have used the airport recently are more positive, and the public is increasingly connecting airport investment with benefits such as jobs, trade, supply chains and a better travel experience.”

Canadians also see a link between airport investment, choice and affordability. Over the past year, three-quarters of Pearson travellers say adding more airlines would make air travel through Pearson more affordable.

In addition, 69 per cent of Canadians agree that investing in the expansion and upgrading of Toronto Pearson will provide new opportunities for Canadian businesses, create more jobs in the GTA and contribute significantly to the economy.